BASS Services

Complaint: [redacted] I am rejecting this response because: I am disputing the denial of my claim for a few reasons 1) You stated that my system had not been maintainedI provided you proof of maintenance from the receipt that I was provided by my servicing contractorYour exclusions states that periodic maintenance is to be doneMy maintenance is done between 2-times a year in which falls under the bracket of periodic 2)Your tech stated that the defrost heater and thermostat had failedThose parts failed as a result of wear and tear and not lack of maintenanceA qualified tech would know that a lack of maintenance would not cause a defrost heater or thermostat to stop workingDirty coils will prevent the proper air flow which will possibly cause internal issues with your compressor before it will a defrost heater 3)I was also advised that my claim was denied due to “leaks are not covers” under the exclusions section of my warrantyAs I advised before, my refrigerator is not leaking refrigerant or waterMy claim is for a defrost heater and thermostat as stated before 4)Your tech came out and diagnosed my refrigerator without never taking the cover offHow was he able to make a determination based off of just a visual inspection? Why wasn’t I shown what the tech saw if this was an issue? 5)I also had a 2nd opinion come out to tell me that my refrigerator was not dirty With this being said, I am well within my rights of having my claim covered under this home warranty Regards, [redacted]

Dear [redacted] ,Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claim, we do see that the claim was originally not covered due to the failures pre-dating the policyThe technician stated that the unit was in terrible shape, that it was rusted and corrodedThis is a clear sign of a lack of proper routine maintenance Section FLimitations of Liability #states that all units must be properly maintained by the manufactures specifications Limitations of Liability, Section F#states that CHW does not cover failures that are known or unknown pre-existing issuesSection FLimitations of Liability #states that we do not cover failures due to rust or corrosion and lastly, Section ACoverage states that all units must enter the policy in proper working orderThis unit was not in proper working order since the parts were rusted and corrodedThe unit lacked proper routine maintenanceCHW provides the customers with days before the start date to ensure that the policy has been reviewed by you and that the units in your home are in proper working orderYou unit did not show that these measures were takenSince you disagreed with the terms and conditions of our policy, as a goodwill gesture we have offered you the max amount per the policy of $and then we would cancel the policy We are awaiting your response.Thank you,CHW

Dear [redacted] ***, Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on [redacted] I am glad we were able to resolve this issue with your claim, effective June 28, Please kindly return the paperwork that was emailed to you previously We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear [redacted] :Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on our web site at [redacted] We do apologize for any rude behavior that you had to endure from anyone in our staff I will bring this to their managers attentionIn reference to your claim, I do see that we have the technician coming to your home today and that the unit will be fixed.For the trouble that you have experienced, I have placed a onetime free service call fee under your policy Please accept my apology and if you should have any further issues, please contact me directly at [redacted] Best regards, [redacted] M

Dear [redacted] Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on www.choicehomewarranty.com/useragreementA review of the claim shows that it was processed according to the policy Based on the diagnosis that we received, it stated that the compressor had locked rotor amps that failed due to a lack of proper routine maintenance Per our policy, Section Letter F, Number 12, CHW is not responsible “ for repairs or failures that result from the Contract holder’s failure to perform or routine maintenance...”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you did not agree We advised that you could further disputes this claim by providing proper routine maintenance records, you agreed to sending in your paperwork.We reviewed the records that you sent to us; please note that the invoices do not show the proper routine maintenance The outcome of this claim standsWe strive to provide the best customer experience, therefore we offered you $to assist you on the non-covered claim We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted] ***,Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on www.choicehomewarranty.com/useragreementA review of the claim shows that it was processed according to the policy Based on the diagnosis that we received, it stated that the compressor shorted to ground This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor This failure does not constitute wear and tear as there are many safeguards that work to prevent these types of failures Per our policy, Section Letter A, Number 2, we cover failures that “Become inoperative due to wear and tear ”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfiedWe strive to provide the best customer experience therefor, as a goodwill gesture, we will apply a onetime free service call for your next claimWe do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted] Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on [redacted] Upon review of your claim it appears that the claim was processed in accordance with the policy section Letter F, Number The policy is effective days after the sale dateSection Letter A, Number of the policy states that the systems and components need to be “ in place and in proper working order on the effective date of this home warranty contractThis contract does not cover any known or unknown pre-existing conditions” We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com:Its clear that there is no real resolution to the issue However, to get this resolved, I will accept the response that was provided.I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

As outlined in the policy at CHW we will provide you with the technician within a hour period and they will do the best they can to provide you with an appointment within business daysAs a customer, you can definitely call CHW to have another technician dispatched if you can’t agree on a mutual appointment timeCHW wasn’t aware of the delay in the partIf you would like a second opinion, you can secure one, however it would be at the customer’s expense and CHW will definitely consider itAs we value our customers a goodwill payment of $was offered to you and we are still willing to honor it should you be interestedPlease feel free to call us at [redacted] I will also be sending your request to cancel to the cancellation department now Regards, CHW

Complaint: [redacted] I am rejecting this response because: The crooked CHW has sent me a refund on contract of only $This is supposedly based on the service payment for electrical work of which they are only giving me $AFTER approving the complete work by Hiller at $I HAVE YET TO RECEIVE the paltry sum of $which CHW IMMEDIATELY took back from in their "repayment" of my ADVANCE payment of a contract that I only had for months!!, but PAID for NINE months! SHYSters and crooks and cheats! Do NOT ever pay these jerks, turn around and run run run! Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I was not offered a payment before I cancelled the policy I cancelled the policy because another representative called me and told me that the information previously provided was not correct and was rude to me and in fact hung up on meI was also told that I had until February to make any claims and I was told this after I cancelled the policy by still another representative Perhaps their representatives need to read their policies and contract documents since they obviously don't know what they are either I strongly urge everyone not to use this company Regards, [redacted]

Dear [redacted] , Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on [redacted] t A review of the claim indicates that the claim was processed in accordance with the policyThe diagnosis that was received by CHW was that there was an internal failure on the compressor, which was due to excessive overheating and caused damage to the internal windingsThis is not wear and tearSection Letter A, Number of the policy indicates that CHW is responsible for repairs related to wear and tearYou indicates that you felt as though the technician wasn’t competent and was invited to obtain a second opinion at your expenseAdditionally, although CHW doesn’t require maintenance records are submitted, you were invited to submit the information to CHW to reviewIt was confirmed with technicians that this is not wear and tearThe documents that were received from CHW were dated 12/6/15, which was for the recharge of Freon and one for 6/26/16, which was for a repair requested as the unit wasn’t coolingAlthough it doesn’t indicate what was done, it indicated that the compressor was weakThe unit running low on Freon will also cause a strain on the compressorThis further demonstrates lack of proper routine maintenance on the unitThere were no maintenance records submittedYou were informed of this when calling CHW at which time the call was disconnectedYou were also informed during another call that the documents that were sent in were not valid maintenance recordsA valid maintenance record would indicate all necessary readings and pressures of the component, the make, model and serial numbers of the unit as well to ensure it is running within the manufacturer’s specificationsPlease call the CHW customer service team if you have any questions at ###-###-#### We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Not sure of who "she" is but reviewing your claim, I do see that on 10/1/the policy was provided a credit to the credit card on file and the policy has been cancelled.CHW

Dear [redacted] , Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on www.choicehomewarranty.com/useragreement The cancellation department has been made aware of your requestCHW doesn’t want to lose any valued customer and although the claim is not covered due to rust and corrosion as outlined in section Letter F, Number of the policy, it appears that the team wanted to assist youThat assistance was denied and there has been a request received to cancel the policyPlease expect a call to handle thisYou may also call directly at ###-###-####We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear [redacted] , Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on our web site at [redacted] .Upon review of your policy, I do see that CHW has authorized $in claims for you We do apologize for any frustration with the Heating System claim The claim is not a covered claim per our policy Section FLimitations of Liability #as well as # CHW doesn’t cover failures that are a result of rust and we do not cover failures due to a lack of proper routine maintenance The pictures that were provided to us show that the unit was rusted on the coils The technician stated that there were multiple component failures on this system that could have been caught if the system had proper routine maintenancePlease note that all units should be maintained every year but if they are a heating and Air conditioning system they should be serviced twice a year per the manufacturer's specificationsIt is notated in the claim that when you had spoken to our supervisor, you mentioned that you had maintenance recordsKindly send them to us and we would be happy to review them You can send them to [redacted] for further review of this policy We look forward to assisting you.CHW is in full compliance with our terms and conditions of our policy.Respectfully,CHW

Complaint: [redacted] I am rejecting this response because: Do they cover wear and tear or not,in addition, they ask to get a technician on my own the technician charge $for the visit, if they did not do the job their price is $for the diagnosticthey should be paying at least the diagnosis, since they are trying everything not pay the claim Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: CHW's technician has failed to return the stolen part A police report has been made CHW's technician has not cooperated in returning the part nor has he provided the statement that CHW's office negotiated in an effort to resolve the denial for the claim with my second warranty company CHW has ignored the irreparable harm suffered as a result of it's techician's actions My second warranty claim would have covered the unit The claim was specifically denied due to missing parts Now I am placed in a position to replace the unit in the amount of $ The mere service fee replenishment was an insult CHW should contact their technican to determine why he engaged in bad practices At this juncture should the technician arrive at my home charges will be filed for trespassing as he cannot be trusted and already stole from us CHW is responsible for my out of pocket expenses Regards, [redacted] ***

Sorry to say this issue has NOT been resolvedI have sent Choice Home Warranty all invoices and info and a request for compensation I also sent work order from 'their company" that apparently did not want to handle this job and made the wrong diagnosisI have filed a complaint with TN Revdex.com against [redacted] ***I will keep you post when if get the results from CHWPlease do not close this case until it has been resolvedThank you for your support and prompt action

Dear [redacted] [redacted] ,We regret to hear your frustration and dissatisfaction with the outcome of the claimPlease understand that due to a rusted/corroded evaporator coil, tiny holes were formed – this led to the unit’s Freon leak As mentioned on the previous response, CHW does not cover failures caused by rust and corrosionIf you would like to further dispute this claim, please understand that you are entitled to get a second opinion at your expense If you choose to get a second opinion, please submit the detailed diagnosis to [email protected] for review If the diagnosis is different, we would adjust the outcome accordingly Regards,CHW

Dear [redacted] ***, Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on [redacted] Upon review of your claim it appears that we are still working on having this resolved for youPlease call the customer service team directly at [redacted] Your time is very valuable and we apologize for the long delaysYou may also email us directly at [redacted] We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW