BASS Services

Complaint: [redacted] I am rejecting this response because: The leek was in the coil, and the repair person knows that I watch him perform the test and he showed me the leek 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:This is not an easily breakable switch within the unitSomeone has to have had access to that area of the unit in order to break the switchYour tech from [redacted] left me with an oily messChoice chose a risky and cheap way to fix the earlier problem with the propensity to cause this much bigger one, due to the proximity of the fixing, and caused all this havockChoice is responsible for this situationI am a year old woman who needs action, no more excusesI don't need an apology either.These are other notes concerning the inappropriate repair done by [redacted] , the contractor who is responsible for the damage in my unit:The (recent) Choice Home Warranty representative (who explained what was wrong with the unit) calledHe told me that the report stated that a bad “Pressure Switch” was at faultThis is a quote: “Since a pressure switch isn’t something that is supposed to break, this can’t be considered wear and tear.” The repair notes from the service tech for the company who diagnosed the whole problem (and not [redacted] ) does not mention a broken pressure switchIt talks about a high pressure capillary tubeChoice is wrong in their statementsThis is not a wear and tear issueWhy pay a company that will subcontract for bad service? 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 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 www.choicehomewarranty.com/useragreementUpon review of your claim, we do see that there was a switch that broke off, our policy does not cover failures that are not wear and tear The switch that broke off was a part of the unit that did allow the unit to leak, there is no mechanical function for this partPlease see Section ACoverage #that states that CHW does not cover failures that are not wear and tear Secondly, our policy does not cover failures that are done by an improper repair or replacement Our policy states this in Section FLimitations of Liability #11, and lastly our policy does state that CHW is not responsible for the technician’s negligence, in Section FLimitations of Liability # If you would like to go through the claims that you have had with CHW and contact any of the previous techs, please feel free to contact us for any of the following claims that you had placed:Claim# [redacted] on 02/12/for the Air Conditioning System Claim # [redacted] on 01/11/17for the Refrigerator-Tech: [redacted] -CHW paid a total of $157.80Claim # [redacted] on 09/14/for your Washer- tech: [redacted] -CHW paid a total of $106.77Claim # [redacted] on 08/08/for your Dishwasher- techs: [redacted] - CHW paid a total of $331.32Claim # [redacted] on 07/17/for your Air Conditioning System- Tech: [redacted] which CHW paid $120.00Claim # [redacted] on 04/30/for your Air Conditioning System- Tech: [redacted] which CHW paid $290.00Claim # [redacted] on 11/02/for your Oven Stove Cook: Tech: [redacted] ***Which CHW paid $170.52.We will be happy to go through each one with you and provide all the phone numbers that you would need You can also log onto the customer portal to view all your claims and see the technician’s and numbers.We do regret your frustration however CHW is in full compliance with the terms and conditions of the 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/useragreementUpon review of your claim, we do see that the unit was stated to have a leak and in order for CHW to process the claim in full, it was stated by the technician that a leak test needed to be completed Per our policy, we do not cover leak detection tests and we are not able to process a credit to you for something that was paid to the technician However, we are able to provide you with free service call fees which is the value of $90.00.If you would like to accept our offer, please contact us at ###-###-#### and you can tell our customer service department that you do accept our offer.I do apologize for not being able to return your call, our policy does allow me to have days for review All calls and or emails are responded within the order that they were received.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,Tracy MCHW

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 policyAs indicated in section Letter D, Number 4, water leaks are not covered under the policySection Letter D, Number indicates that drain pans are not coveredCHW values all customers and don’t want to lose any customers, however, if a choice is made to cancel the policy, it is done so in accordance to the policy section Letter L, Number which states, “If canceled after days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $administrative fee and any service costs incurred by us”Based on this information, it will be requested that the refunded amount be verified 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: 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] ***

[redacted] ,I do apologize but you were misinformed, the technician did not get paid $for that claim He did not get paid anything but the service call fee that you had paid him and a trip charge that we provide All of our technicians have a $pre-set authorization but if the claim cost more than that they cannot collect the $and if the claim is not approved, they will not collect any funds If you had disagreed with the technicians’ findings, you could have provided a second opinion from your own technician and we would have it reviewed Since you have cancelled the policy, we are not able to provide you with anything further We do regret you being misinformed and being upset with this claim 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 that began on 4/10/16, we do see that you had attempted to place claims prior to the policy start date for your Electrical System Per our policy, Section ACoverage #states that all units must be in proper working order on the start date of the policy CHW provides you days before the start date to make sure that all units are working properly, also to review the terms and conditions If you do not agree before the days are up, you are able to cancel with a full refundHowever, if you cancel after the days, you are subject to the terms and conditions stated in Section LCancellationsThe claim for the washer had failures such as: a drain pump failure and a level sensor failureThis unit is years old and that is from the serial number off of the unit Per our policy, Section FLimitations of Liability #states that CHW does not cover failures that are a result of any known or unknown pre-existing conditionsThe issues with the washer are failures that cannot happen within the amount of time that you had the policy You stated to our Supervisor that the unit had an issue prior to the start date with the door as well Again, this would be a pre-existing issue that would not be covered under our policyCHW provided you with a welcome packet the day you signed up with our company, this packet had the terms and conditions that we require of all units and appliances coming into the policy You can also access this through the customer account center if you did not receive the packet in the mail or email that we sent We follow the guidelines of the policy and expect all customers to do so as wellWe see that you have chosen to cancel the policy with us and per your request we did so Since you did not pay for the policy in yearly increments and chose monthly, you paid for the policy as the months went and therefore we do not owe you a refundWe do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policyRegards, 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 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] 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

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

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

[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]

Complaint: [redacted] I am rejecting this response because: this organization has entered into a contract with no intention of honoring this section of the contract as evident from the 100+ other AC complaints now on the Internet I will be peaking a class action suit similar to the other suit that was settled in The practice of this company has not changed and hiding behind the fine print of a contract without proof of negligence will not be allowed to continue 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] Upon review of the claim it appears as if it as handled in accordance to the policy section Letter F, Number states, “We are not responsible for any repair, replacement, installation, or modification of any covered system or appliance arising from a manufacturer’s recall or defect of said covered items, nor any covered item while still under an existing manufacturer’s, distributor’s, or in-home warranty”At this time, the unit is covered by the manufacturer 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 [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