BASS Services

Dear [redacted] We regret to hear your frustration. Please note that [redacted] have been assigned to your claim. You may contact them at ###-###-#### to schedule an appointment.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: I have reviewed the response made by the business in reference to complaint ID [redacted] ,I guess I have no option but to accept. But yes the booklet does have the ways out for the CHW not to pay. These are not in your adds. If these things are in your warranty you should have them inspected and refused to warranty this item. You accepted the responsibility of warranting this item. I paid you in good faith. I have only owned the home less than 3 years and had this A/C unit worked on twice. Nothing was told to me about rust or anything. But a unit 20 or 30 years old likely does have rust. I know nothing about what is inside the units. ALSO I heard the lady offer $135 not $150 but that is still low, The lady was hard to understand, but she hung up an me before I, we could finish talking. I guess she was finished I was not, I don't like being hung up on. Regards, [redacted]

Hello, CHW did receive the documents that were sent in to review for the claimHowever, what was received was not a record of routine preventative maintenanceThe documentation that was sent to CHW demonstrated that a system checkup was doneIt documented that there was no cleaning performed, no pressure tests, no amp draws or any unit informationThese are all specifications included in the manufacturer’s warranty and would be included in routine maintenanceThe CHW policy states in Section Letter F, Number that You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacementThe documents doesn’t demonstrate thisWhile CHW respects as noted in your complaint, you didn’t know what was being done during your routine maintenance, the manufacturer’s specifications are included with the unit in the manualAs a result your claim was not covered due to lack of maintenanceCHW will always honor the policy as long as the claims are coveredIn an effort to provide outstanding customer service, CHW will offer you one free service call feePlease call our customer service team at [redacted] and it will be added to your account 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 water tank was leakingPer our policy, Section Letter D, Number 6, CHW does not cover the main, holding or storage tanks.Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied We strive to provide the best customer experience, therefore we offered you funds in the amount of $to assist you on the non-covered claim You declined this offer and requested to cancel We regret to hear your frustration If you would like to cancel your policy, please contact us directly at ###-###-#### Monday-Friday 9am to 6pm.We 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 Choice Home Warranty was highly unprofessional, unethical and failed to provide any service even though they claimed and advertised toThe company never sent me any information nor catalog regarding the contract agreement, except e-mailing me "The Welcome letter" with contract numberNo contract information was mailed nor received from this companyI have no communication what so ever with this company until nowMy home A/C was not cooling and was brokenI made the service call, but it was a nightmareI got a big run around for days in a row for no valid reasons and company offered cash money for the service which was not acceptableThis company insisted and talked me into a contract for years and asked FULL payment for yearsNo services were performed by this company and I was not aware that they will not fix anything in the home under warranty if you make the service callIt is a complete rip-off and I would like to have all my money refunded since no services were provided by this companyI hardly had this company 2-months 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 claim, there were two technicians that came to your home and both stated that the unit was lacking proper maintenance They stated that the units were low on Freon; this can cause the compressor to over work and over heat This would not be wear and tear; it would actually be considered secondary damage as it made the unit fail.We do see that you are requesting to have a full refund of your policy Please review our policy Section LCancellationsThis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturerThis is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty You may cancel within the first days of the order date for a refund of the paid contract fees, less a $administrative fee and any service costs incurred by UsThis contract shall be non-cancelable by Us except for:Nonpayment of contract fees;Nonpayment of Service Fee, as stated in Section III;Fraud or misrepresentation of facts material by You to the issuance of this contract;Mutual agreement of Us and YouIf 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 All cancellation requests must be submitted in writing.If you would like to cancel your policy with us, you can call our cancellations department rather than send a letterWe do regret that this claim will not be covered per our policy Section FLimitations of Liability #We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us We do appreciate your feedback as this does help us with our customer service and service providersChoice Home Warranty was in full compliance with its terms & conditions.Best regards,CHW

Thank you for your email today 9/23/and helping us resolve this issue for you We do appreciate your patience and understanding of the mistake that happened and we are happy that we could fix it for you.Respectfully,

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 began on 8/7/15, we see that you placed a claim for your oven on 8/8/15 stating that the oven was not coming on at all. We also see that we had sent 2 different technicians to your home and the first technician stated that the unit did not display any functions and needed to have the computer board and display replaced. The second technician stated that the units were not heating and the bake element had shorted.When speaking with you, on 9/11/15, we did review the call where your wife had stated that the unit had not worked since you had moved into the home. Per our policy, Section A. Coverage #3 states that all units must be in proper working order upon entering the policy. This claim was placed one day after your policy started and per the technician these are not failures that can happen within one day. Also, per your conversation with our supervisors you had stated that the unit did not work either.We advised you that an inspection report does not show if a unit has been properly maintained, it will show if a unit turns on or off. The failure that you have with the oven is not something that could happen within the timeframe of the policy.On 9/15/15, you had spoken to our escalations manager and he advised you of this exclusion in our policy and explained again to you that you can cancel the policy and CHW would provide you a pro-rated refund as per Section L. Cancellations but this claim would not be covered as stated above. We resent you the policy for your review.We do regret your frustration with this claim however; CHW is in full compliance with our terms and conditions of our policy.Best 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 drain in the freezer was crimped and wouldn’t allow the water to drain out It was also leaking from the drain pan The crimped drain in the freezer would not have happened from wear and tear Per our Section Letter A, Number 2, we only cover failures that “Become inoperative due to wear and tear.” Please note that we do not cover any refrigerator leaks Our policy states in Section Letter D, Number that we do not cover “ Leaks of any kind ” Our SrClaims Specialist advised you about the outcome of the claim and our policy and because you did not agree with the diagnosis, we advised you that you are entitled to getting a second opinionYou advised us that you reach out to the technician who will be going back to your home for to take another look at your refrigerator Once we receive an updated diagnosis, we will be in contact with you, until then, the outcome of the claim standsWe do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Thank you for your feedback and for allowing CHW to resolve this matter for you I do see that you had spoken to Sam and he had offered you a full refund for the policy due to the non-covered claim I do apologize that we were not able to assist with this claim but am happy that we were able to offer the full refund CHW would never want a customer to have a policy that they feel is not helpful or useful; hence the full refund.Kindly send the paperwork back to my attention at [redacted] or you can fax it to us as I mentioned in the email that I had sent to you at ###-###-####.Thank you again for the feedback and for your patience with this claim We do apologize for any frustration that this has caused.Respectfully,Consumer Advocate

Complaint: [redacted] I am rejecting this response becauseNo where is it stated on the repair form that there was a problem with the balancing of the washing machineYou can use this play on words all you want, the washing machine did not drain properly and took a long time to wash and also was unstableI have read thousands of complaints on items that you simply do not cover and reject claims on for some reason or another that you make up yourself, and that is not trueI do not accept that this claim was filed properly and therefore you chose to reject the coverageYou need to refund our money for the service call, and refund us for the entire amount of the warranty in the amount of $We did not use your services, and when we did you invented a reason not to cover itThe $does not even come close to covering the repair of the machine as quoted by the individual that you chose to send out hereI'm not happy with your choice of verbage, and I have looked at the contract in detailThis is not the issue with this particular repairGet it right, own up to the fact that you need to make your customers happy, and quit rejecting claims for anything and everything! It's downright dishonest and fraudulent! Regards, [redacted]

Dear Mr***,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 shows us that the unit was recharged only but weeks ago and it is now low ½ poundsThe pictures that we received showed that the unit had a buildup of debris that restricted the air flow and retaining moisture around the condensing coil which did result in a leak as well as hanging and debris filled the control box within the furnace.Per our policy, Section FLimitations of Liability #12, CHW does not cover failures that are a result of a lack of proper routine maintenance You are more than welcome to provide us with records showing that the unit had routine maintenance and our authorization department will be happy to re-open the claim for reviewPlease send the records to [redacted] 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] A review of the claim shows that the claim was handled properly in accordance to the policyThe diagnosis that was received was that there was a sealed system restrictionThis is due to lack of proper routine maintenance and refrigerant contamination Section Letter F, Number of the policy states, “We are not liable for or routine maintenanceWe will not pay for repairs or failures that result from the Contract holder’s failure to perform or routine maintenanceFor example, you are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement” Additionally, at this time, there is no longer an active policy with CHW so there is nothing more that can be done at this time 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 there was internal failure in the compressor which caused unit to fail This failure occurs when the compressor overheats due to a lack of proper routine maintenance Per our policy, Section Letter F, Number 8, CHW is not responsible for repairs due to “failure to clean or maintain as specified by the equipment manufacturer.”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you disagreedIf you would like to further dispute this claim, you may submit your proper routine maintenance records to [email protected] for review After reviewing the records, if necessary, we will adjust the outcome accordingly, based on our policy.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Unfortunately, CHW is not able to reimburse for funds that weren’t paid directly to CHWThe funds were paid to the technician and if there is an issue with the diagnosis made by the technician, please contact the technicianAs indicated in section Letter F, Number You agree that we are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performanceYou also agree that we are not liable for consequential, incidental, indirect, secondary, or punitive damages Regards, CHW

A check in the amount of $has been processed and is scheduled to be mailedRegards, 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 you placed this claim a little over a month after the policy began We see that the technician stated that the unit was missing the Freon and that after the leak test was completed a leak was found in the evaporator coil This leak was due to rust and corrosion Per our policy, FLimitations of Liability #states that we do not cover failures due to rust or corrosion and it also states that we do not cover failures that are known or unknown pre-existing conditionsWe see that you have cancelled the policy and CHW did provide you back a months coverage.We do regret your frustration however with the diagnosis that was provided to us, CHW is in full compliance of our policy.Regards,CHW

Complaint: [redacted] I am rejecting this response because: As Choice home Warranty Implies that it so graciously agreed to do the leak testing at it's cost, it was actually done a as result of recorded poor service and denial of a previous claimUpon a third renewal of a Choice Home Warranty Contract, I was specifically told that any other future issues would be handled differently, and resolved without issueI have been without air conditioning for daysthe technician that came out performed the leak test and took photographs of the coil where it was leakingThere is a galvanized steel plate that runs down the side of the A Coil that has surface rust on ita brand new unit would have the same amount of rust on it, as it lives in a humid, wet, cold environment The cause of the leaks are in the u-bends of the coil, which are made of copper, and do not rustThe technician that performed the leak test was also appalled at the rendering of Choice Home Warranty, and their claim that the leak was due to rust and corrosion.The fact of the matter is that Choice can say whatever they want to good paying customers, and that is the final word, because the customer has no recourse.This complaint, and lack of resolution, is based on PrincipalDO THE RIGHT THING, STAND BY YOUR CUSTOMERSDon't make up lying excuses to get out of taking care of customers Your contract specifically says, if it cannot be fixed, it will be replaced.How the owner of this company sleeps at night is beyond me, you will one day meet your match maker! I will not rest until there is some kind of resolutionHomeowners take out these types of policies to help them protect their investments, and that's what you promise to doDO IT! 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] A request has been made for the cancellation department to reach out to you to resolve the issue with the request to cancel your policyCHW values all customers and apologizes if you received rude treatmentThis matter should be resolved shortly 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: 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] I was contacted by E [redacted] and have an appt with them tomorrow 8/18/2017; days after my initial request for help by Choice Home WarrantyI now want to see what the results of the assessment of my problem is by [redacted] and hoe Choice will handle the problem!