BASS Services

[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: 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: The blower motor, module, and transformer should all be replaced at the same timeCHW is ripping people off telling them that the blower motor is the primary damage and they don't cover the module and transformer as part of this repairThey did receive written confirmation from Contractors that the blower motor, module, and transformer should all be replacedI do not recommend CHW to anyoneThey promise to fix problems when they occur but this is a lie Regards, [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 policy that started on 4/20/15, we see that you placed a claim for your washing machine on 4/24/15; days after the policy started Per CHW’s policy, all units must be in good working order once the policy starts Please see, Section ACoverage # Are 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 conditionsIt is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or componentsThis contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,square feet, unless an alternative dwelling type (i.eabove 5,square feet or multi-unit home) is applied, and appropriate fee is paidCoverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homesThis contract describes the basic coverage and options availableCoverage is subject to limitations and conditions specified in this contractPlease read your contract carefullyNOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.We are very sorry for any inconvenience in regards to this claim; our policy is very specific where as we do not cover known or unknown pre-existing conditions Since you have cancelled your policy, I would not be able to offer you a refund Our cancellation process dictates that you would be responsible for a $cancellation fee if you were to stop the policy You had only paid $for the policy therefore, leaving nothing to be refunded Also, per our policy you are expected to pay the service provider the service call fee upon diagnosis of the unit This money does not go to CHW but to the provider that came to diagnose the unit.We do appreciate your feedback as it will help us improve our company to benefit our customers.Best regards,CHW

You informed the technician that there was a thunderstorm in the area which is what initiated the problemUpon further diagnosis it was determined that there was a strong burnt odor and that the unit wasn’t working as result of a power surgeAdditionally, per the policy, acts of God aren’t covered CHW values all customers, however if you desire to cancel the policy, please call the customer service team at ###-###-#### Regards, CHW

I am rejecting this response because:A system doesn't operate properly for thirty+ years without proper maintenance A thirty-year-old system doesn't look shiny and new There will be wear and tear and dirt involved Once the fan was replaced as mentioned in the response, the system never worked properly again We did ask to use our own technician because the technicians sent for previous repairs were out of town technicians driving at least an hour to arrive We wanted a LOCAL, well established company that could ensure the proper maintenance and parts quickly Everyone knows it is just a matter of time before a system this old will need to be replaced - it will NOT last forever regardless of how well it was maintained We live in East Texas and summers are brutal with over degree days It is absolutely ludicrous for the warranty to not cover at least a partial replacement cost for a unit of this age The company never even offered a partial settlement You can't have it both ways - if a system is maintained it may last triple the life expectancy as ours did If it is not well maintained (as the company is suggesting) it can NOT last thirty years It is only one or the other, not both The fact that the unit did last years is PROOF that it was well maintained The pictures sent by the company were simply validating that this unit had performed its service well and needed to be completely replaced.In in reading online reviews, it appears this company has a significant aversion for paying for heating/air replacements Countless stories are available stating the unit was not maintained This certainly appears to be the standard response for the company There are also numerous providers with cases against the company because they have not been paid for services rendered, which could possibly be the reason the local established providers in our town will not agree to work with the company

CHW offered the free $service call fee as a courtesy and not meant to be an insult in any wayIt was an attempt to assist with your future needsYour claim was processed in accordance to the policyThe grammatical errors in the response are human error and we apologize for thatHowever, in an attempt to assist the customers timely, we work quicklyYour complaint has been taken seriously and is importantYour refrigerator wasn’t addressed because the water dispenser is not a covered part of the refrigerator as was outlined previouslyAlthough it doesn’t dispense milk or wine, it is still a dispenser which is not coveredApologies were given for any rude treatment you were provided withWe want to always ensure mutual respectIf you would like the free service call, please call the customer service team at [redacted] 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 it was processed 9n accordance with the policy terms of section Letter F, Number which states CHW doesn’t provide repairs related to lack of maintenanceAt this time we are awaiting information from youWe value the feedback that you provide regarding the technicians that are sent to perform the necessary servicesWe value you as a customer and in the event you are in need of another technician, you can always call CHW so we can reassign your claim to another technician We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear [redacted] ***,Since this is a non-covered claim, CHW is offering to provide you with the cost of the parts The cost of the installation would not be something that we would provide to you but you could however use the same technician for better pricing for the labor Also, since he is aware of the unit, it might make it easier.If you would like for us to provide you with the amount of the parts as we stated we would, the cost would be a goodwill gesture Kindly advise us if you would like to accept the offer for the parts as the labor would not be covered for a non-covered claim.Thank you,CHW

Complaint: [redacted] I am rejecting this response because: They were going to fix it until they discover it would cost more than it was worthWe never got any emails with a policyWe want all our money we gave them or we will pursue the matter to any attorney Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: you agreed to pay the claim in the beginningIt was only after you found out how much it would cost to fix that the claim was refuesedIf you weren't going to fix it then why would your company send the repair men outIt was only over the man made his diagnostic that you refused to cover the claim 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 policyBased on the diagnosis we received, it stated that the compressor was locked up and shorted to ground This happened due to the compressor overheating When the compressor overheats, it causes the internal windings to fail and shorting the compressor This failure does not constitute wear and tear Per our policy, Section Letter A, Number 2, it states that we only cover failures that “Become inoperative due to wear and tear; .”Our SrClaims Specialist advised you about the outcome of the claim, in which you were not in agreeance with You stated that you would have your technician come to your home to diagnose your Air Conditioning and submit a second opinion Currently, we have not received your second opinion If you would like us to review the outcome of this claim, please have your technician submit the diagnosis by contacting our Authorization Department at ###-###-#### option #and then #1; Monday – Friday 8am-7pm EST or Saturday and Sunday 9am-5:30pm ESTWe do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Complaint: [redacted] I am rejecting this response because: I still have not received the credit back as of 10/ It's been days since cancellation I will accept the response once the credit is received Regards, [redacted]

Dear [redacted] Please be advised that this is your first washer claim with Choice Home Warranty In order for the technician to properly diagnose the system, he would need access Unfortunately this technician does not provide the access You are entitled to contact your own technician to provide us with the diagnosis Please keep in mind that “access” is not covered by CHW If you choose to hire your own technician, please have the technician call us directly with the diagnosis – no repair should be made without contacting CHW.Your technician can contact our Authorizations department at [redacted] , Option and then 1.Regards,CHW

Complaint: [redacted] I am rejecting this response because: there seems to be some confusion about my casePlease honor my contract with your company CHW.Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: the company did not address the main complaint, which is that their salesperson willfully misrepresented the terms of the 3-year service contract to me over the phone I am sure the recording of the conversation exists I ask the Revdex.com representative to please ask for this as proof of what I am saying This company has repeatedly ignored the terms of its contract by not providing covered repair services Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: Obviously my "Last used " date was my error!!! October was the last maintenance date The AC was in use all of March and April and up until I put in the claim in May The unit is years old and that is why it froze up--nothing else 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 [redacted] Upon review of your claim, you stated that CHW refused to pay for a leak detection test; this is stated in the policy under Section DCoverage # exclusions “leak detection test”Also, in our policy, Section FLimitations of Liability #that 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.” Therefore, CHW is not responsible for anything towards the claimWe do understand that you are upset with the policy however if you would like to cancel the policy, you would have to follow the policy’s guidelines in Section LCancellations since the day grace period has passed and providing you with a full refund has expiredWe do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policyRegards, CHW

Complaint: [redacted] I am rejecting this response because: It is untrueThey sent the technician out to fix the problem and he would have if it hadn't cost so muchThis is wrong and we never signed anything and weren't told about a website where we could look at the policy and got our paper copy after we canceled our policy 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/useragreementUpon review of your claim, I do see that CHW has offered to assist you not only with the offer of $ We see that you are working with Russ one of our Managers to assist with this claim This claim is not a covered claim per our policy, Section FLimitations of Liability #however we are assisting you as a goodwill gestureWe do regret your frustration with this claim however CHW is in full compliance with our terms and conditions.Thank you,CHW

Complaint: [redacted] I am rejecting this response because:My check never arrivedThere was no indication in a case like this I had to wait days for a reissued check without a $penaltyI want a new check reissued with no deductionI was also told that service would be within hour of lodging a claim not day Choiice responded just like they did to me giving me a run around and no satisfaction.I want to speak to someone from Choice with authority to solve my problemOr I want my fee and $dollars back.Their rating on the Revdex.com reviews are terrible Regards, [redacted]