BASS Services

CHW continues to work diligently to handle all incoming calls and inquiries on the website in a very time efficient mannerCHW apologizes for any delay you have incurred, however, the goal is to provide outstanding customer service which may take longer to address the needs of the customerThe feedback from customers is extremely valuable and if you were treated rudely by a technician the information will be passed on to the Vendor Relations Manager to have this documented and addressedA request has been placed for the cancellation department to reach out to you to handle your request to cancel your policyIf you have any questions, you may call them at ###-###-#### Regards, CHW

[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] All of our information was sent to you upon your start date as wellYou did receive a hard copy and an email with the policy’s terms and conditions.Upon review of your claim for your Air Conditioning System, CHW dispatched [redacted] to your home to diagnose the unit It was stated that the unit had an internal failure due to a lack of proper maintenance We brought this to your attention and you stated that you had records showing that the unit had been maintained We did receive what you stated was maintenance records and we advised you that these were not records of maintenance; there is no serial number, no model number and the name of the company did not exist( [redacted] ***) The last email that you sent to us was of our policy showing that AC’s are covered as long as entered in our policy in working order This is correct but we also state in our policy Section FLimitations of Liability #12, 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.You are welcome to provide a second opinion as explained to you on 8/27/ The technician would have to call our authorization team with the diagnosis of the claim and we would place it for review.You are responsible to have routine maintenance as specified by the manufacture This is something that you had not done therefore your claim was not able to be covered by our policy.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 Best regards,CHW

[redacted] CHW’s policy does not cover the actual tank which needed to be replaced Also, your policy has been cancelled by you You received a refund of $204.99, as a goodwill gesture CHW is willing to provide you with the remainder of the funds to equal a full refund.If you would like to accept the $175.01, please contact us and we will send you an agreement that states this outcome to be true.Thank you,CHW

In accordance to the policy, Section Letter F, Number 19, “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 damagesYou expressly waive the right to all such damages”If the technician caused damage, you will need to contact the technicianCHW won’t be responsible for fixing the unitYou did mention that you would like to have a full refundSection Letter L of the policy discusses the guidelines surrounding cancellations and the fees incurred with after days, however, CHW can provide you with a full refund and cancellation of the policy once a signed release agreement is returned without the stipulations listed in the sectionIf you are interested, please call the customer service team directly at ###-###-#### Regards, CHW

[redacted] < [redacted] >2:PM (hour ago)tomeChoice Home Warranty has contacted me via email and offered what they say is the maximum amount for the repair/replacement of a HVAC unit, which I have agreed to accept.Please mark this complaint as resolved and remove it from your active file.Thanks for your help in this matter, [redacted] *** An additional word on the CHW payment I emailed the Head of the CSR Department at Choice Home Warranty, and he told me that after they paid the maximum amount towards my claim, they were going to "dissolve" they contract with me That is interesting, to say the leastThat's fine with me, by the way I was not sure if I wanted to continue to do business with them, and they made the decision for me!

Complaint: [redacted] I am rejecting this response because: I have yet to receive the refund back to my cardIt didn't take this long for the initial charge to be completed, so I'm not sure why the refund is taking so longPlease provide a receipt showing that the refund has been processed on your end Regards, [redacted] ***

Per your request, we have provided you with a full refund of your policy in the amount of $that was placed back onto your credit card that you signed up with us This was placed back onto the credit card on 9/16/and therefore, we are not able to assist you with this claim CHW has provided this to you as a goodwill gesture as it is against our policy and your policy has been cancelled, again per your request.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 assetWe 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 purchaseIt may also be found on our web site at [redacted] Upon review of your complaint and your policy, the technician that was sent to your home advised you the facts that CHW does not cover leak detection testsWe also do not cover failures due to rust or corrosionIn order for us to know if the unit will be repaired, we do need to know why the unit is leakingWe do see that you had chosen to use your own technician to do the leak test for youPlease have the technician contact us before any work is completed to provide us with the diagnosisIf the work is completed without authorization, we will not reimburse you for any costsThis is stated in our policy under Section C Service Calls # We will be happy to review the claim once we have all the facts of the failureAs a goodwill gesture, we have added a onetime free service call fee to your policyThis goodwill gesture is due to the fact that you were upset with the technician advising you of our policy We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy Regards, CHW

I am rejecting this response because for years I've had a home warranty with a company that I may have paid more for but I got what I paid forI went against my better judgement and with a CHEAP company and I can say that I've gotten just what I paid for POOR customer service and qualityI made monthly payments to this knockoff companyAnyone with common sense wouldn't think that a new warranty wouldn't pay for a replacement unitHowever, the unit can be repaired as I found out when I called another company out to look at the unitChoice Home Warranty didn't even offer thatThe unprofessional representative was quick to say you can fix it but we aren't paying anythingSo that I don't type a novel, I've gone back to warranty company I had previously and I've taken the necessary actions to handle repairing my unitI want a full refund of all monies paid to this bootleg operation

[redacted] ,CHW followed our policy guidelines stated in Section L Cancellations, which states LCANCELLATIONThis 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 acontract of insurance, residential service, warranty, extended warranty, or implied warrantyYou may cancel within the first days of the order date for a refund of the paidcontract fees, less an administrative fee of 5% and any service costs incurred by Us.This 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 10% administrative.Your policy had a covered claim in the amount of $which did come out of the refund If you have any questions or concerns please feel free to contact us at ###-###-#### and ask to speak with someone in our Cancellations department that can assist.Thank you,CHW

Dear Mr [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] CHW does reimburse for repairs that are made if the claim is covered however before the repair is completed, your technician would have to contact CHW to receive prior approvalThis is stated in Section CService Calls #Also per our policy, we do not reimburse for leak detection testsThis is stated in Section DCoverage #If your unit was low on Freon, and our technician added it, then you had your technician come and he added it as well; there must have been a leak Also, the technician you hired did not complete the leak detection test, he placed Freon into the system and added dye, and he should go back to the home to finish the test Once you have the results of the test can we know for sure if the unit does not have a leakIf the technician states that there is no leak, CHW will reimburse you for the $as a goodwill gesture but we do have to know that there was not a leak because we have already paid for the unit to have Freon addedI have notated your claim to reflect that the technician will contact us to provide the rest of the outcome of the testWe do regret your frustration with this claim; and are hopeful to get to the bottom of the issueRegards, CHW

Dear [redacted] We regret to hear your frustration and apologize for any inconvenience this may have caused you As a goodwill gesture, you will not be charged your monthly fee this month Your next monthly payment will resume November 24, 2017.We have reached out to the technician’s Vendor Relations Manager who will reach out to the technician right away regarding your repairWe will contact you as soon as we get an updateRegards,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 processed according to the policyThe diagnosis that was received by the technician was that the disconnect box was melted and burnedSection Letter D, Number of the policy indicates that this is not coveredAs a goodwill gesture, CHW did provide $to be used towards the repair of 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] ,We do regret that you disagree with our policy and the outcome of this claim however this claim is pre-existing to the policy.As a good faith offer, CHW is willing to provide you with a full refund of the paid amount that you paid for the policy of $71.66.This is the only offer we are providing to you and if you would like to accept, please contact us at ###-###-#### to receive a release agreement.Thank you again,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 meI do find it funny that when I tried to ask in more information about a policy you changed which policy you referencedI realize that you are giving me about $in credits so that is why I acceptedWith a little creativity you were able to help rich my general asking of $Thank you 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 we do see that the technician had been dispatched to your home, however we do not see that he provided a diagnosis to complete the process The technician has to contact CHW to provide the diagnosis in order for us to approve or not approve the repairs that are needed If the unit has failed due to a wear and tear that is covered under our policy, we would cover the claim and either replace or repair the failure If a unit was low on Freon, we would ask the technician to provide to us the reason as to why it was leaking That would determine if we would add Freon or if a leak detection test was needed If the unit had leaked due to any failures that are in Section FLimitations of Liability, CHW would not cover those failuresRegardless of this, we were not provided with the diagnosis and therefore we do not have an outcome to your claimWe did receive a call from you on 5/3/stating that you were not happy with the service and wanted to cancel the policy before the diagnosis was provided to us Since you have cancelled the policy, we are not able to complete the process of the claimWe do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy Regards, CHW

Complaint: [redacted] I am rejecting this response because:We will NEVER use CHOICE Home Warranty again and will make sure all of friends knowI, the customer should NOT be held accountable for not being notified of a leakWe bought the warranty in AprilAC unit DID NOT quite working till JuneIf there was truly a bad leak, why did it take till JUNE for the unit to stop working? Makes NO sense to me 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 your claim it appears it was handled in accordance with the policy section Letter F, Number which states, 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 damagesYou expressly waive the right to all such damagesIt appears that there was a fire as a result of work performed by the technicianYou will need to contact the service provider to have this resolvedAnother option presented when you spoke with CHW was to contact the Homeowner’s Insurance for coverageThis remains a 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] ***, We regret to hear your wishes to cancel your policy with Choice Home Warranty Please understand that you are not entitled to a full refund based on our policy Section Letter L of Cancellations: This 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 writingBased on your policy, your prorated refund amount is $ If you would like to move forward with cancelling your policy, please contact our Customer Solutions Department directly at ###-###-#### Monday-Friday 9am to 6pm ESTRegards, CHW

Mr***,The technician’s diagnosis was stated:That the unit is a [redacted] , in the kitchen, a side by side unit that was in poor condition, has a partially clogged condenser coil and it failed due to a lack of proper routine maintenance You are welcome to contact him and have him provide you with the diagnosis that he provided us If you disagree with the diagnosis you are more than welcome to provide us with second opinion to be reviewed by our authorization team They can contact them by calling the toll free number and requesting authorization, once they have provided the information that they are a licensed technician they will take the diagnosis for the unit.As it was stated to us, this unit had not been maintained properly and the compressor failed as a result.Thank you,CHW