BASS Services

Complaint: [redacted] I am rejecting this response because: We were not told that we had a leak in January We were not told there was a leak until 6/Please explain to me how you can infer that the leak was before April 8, Units get low on freon from time to timeThis does NOT necessarily mean there is a leakWe were told the failure is due to the age of the unitWe are requesting a full refund of the and we will choose a much better company to go withWe were told that Choice Home Warranty has never been know to answer to their warranties by the company who Choice Home Warranty sent out to look at the unitWe are not asking for a replacement, we just want our hard earned dollars back or we will be seeking a lawyer 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] We do regret that the technician did not follow the proper protocol however we have spoken with the technician and he does understand that he is not to contact you for any type of payment He understands that he went against the policy and completed the work without your authorization and oursWe also regret that you chose to cancel the policy with us, however if the technician does contact you, you can advise him that he was not authorized to complete the repairs CHW did not sign off on this repair since an authorization number was not provided to him and since you stated that you did not sign anything, you would not be obligated to pay eitherThis is completely the technicians negligence for not reviewing the agreement that he had with CHW This technician is no longer a vendor with us, as we do not want this to happen againWe appreciate your advising us and your feedback We do regret your frustration with this claim; however we are in 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, assuming I do receive the $Once it arrives, I will be satisfied Regards, [redacted]

I am rejecting this response because: My contract policy states the administration fee is $not $If need be I can scan the contract agreement to you all where it states $Plus you all charge me a $service fee on my refund and it's suppose to be $My lawyer also said you all prorated my refund at what you all are charging now and It's suppose to be prorated at what I paid, which was $for yearsWhich is $a month, not $which you prorated my month of service with you allThe company has unprofessional and unsatisfactory business practicesI need a refund of $or my lawyer will be forced to take further actionsI have included a copy of the contract I was mailed

Dear [redacted] ,We do regret your frustration with our policy, please note that CHW is not an insurance company as it states in section A#3CHW has our policy provided to the customer’s as well as having it posted online for anyone to see We urge our customers’ to review the terms and conditions that they are agreeing to.As a goodwill gesture, CHW is willing to provide you with the remainder of the policy to equal a full refund As of now, you are receiving the pro-rated refund of $and if you contact us, we will send you a form to sign in order to receive the remainder of $317.48.Please call ###-###-####.Thank you,CHW

,I do see that you had a policy with CHW from 03/16/- 06/16/and within that time we had assisted you with $in authorized Claims I do apologize for any issues that you are currently having but we do not show that you have a policy with CHW as of this year Please confirm that you do in fact have a policy with CHW, if you can provide me with the policy number because this address is showing up with the expired policy that had ended in 2014.Thank you,CHW

Complaint: [redacted] I am rejecting this response because:When I had home inspection last year October before buying the house there are no issues identifiedKing valves are mechanical partsWhen the A/C is working fine why do I go and look into the parts if they are working fine or notAnd the point of taking insurance is to cover the mechanical issuesThe unit is outside the house so it can be prone to mechanical issues, that's the reason the policy has taken and paid itNow CHW simply rejecting saying king valves are not working because of no maintenance and we won't accept the claim, which doesn't make sense 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 Air Conditioning claim, we do see that the claim was not covered per the policy The unit failed due to a leak that was created by corrosion Being that the failure is rust which is something that is not covered per the policy in Section FLimitations of Liability #The pictures that we received by the technician show that the unit’s failure was caused by corrosion and as we stated this would not be something that CHW covers.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 the claim was covered properlyThe policy was purchased on 8/23/with an effective date of 9/23/The claim was placed on 10/11/The diagnosis that was received was that there was a bad motorThis is not something that would have occurred in such a short life span of the policy (9/23/16-10/11/16), this is something that wears out over a longer span of timeAs such, in accordance to the policy, section Letter F, Number 1, CHW is not responsible for repairs related to known or unknown preexisting conditionsIn an effort to provide assistance, the CHW representative provided you with the model and serial number to contact the manufacturer to determine if it would perhaps be covered under the manufacturer’s warranty We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear [redacted] [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 fan motor bearings were shot, the fan blades were out of balance which caused the bearings to wear out The wires in the compressor were burned out and the unit was 3lbs low on Freon All of these failures were caused by 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 requested to cancel due to your dissatisfaction Per your request, your policy has been cancelled as of July 25, No further action can be taken as this policy is no longer activeWe do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

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 I do apologize that you were charged an extra service call fee; I do see that CHW has provided a onetime free service call fee under your policy for you Also I apologize that the technician for the garage door did not come back to finish repairing what he had broken, that is not something that would be covered under our policy per Section F#On 9/28/15, CHW did reassign a new technician to come to your home and we do see that you did receive that information via email I have requested that our escalations manager contact you and the technician to ensure that everything is scheduled We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

Dear [redacted] ***,We do understand your frustration with this claim however the diagnosis as well as the pictures show us that the unit lacked proper routine maintenance There was a restriction in the air flow and retaining moisture around the condenser coil which resulted in a leak This was hanging and debris was filled to the control box within the furnacePer our policy, we do not cover failures of lack of maintenanceWe have offered you a goodwill gesture to assist with the claim regardless that the policy is cancelled with us.If you would like to accept this offer, please contact us at ###-###-#### and speak to a customer service rep.Thank you,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] *** [redacted] will accept your money offer, I cannot down load any thing on my computer

I do apologize, you should not have contacted CHW for any maintenance to be completed on your unit CHW is only to be used for repairs for units that come into the policy in good working orderYour policy was active for one day and you called into our office and we explained that we would not be able to dispatch a technician for repairs or maintenance The following day, you entered your own claim online and a tech was automatically dispatched to you Once the technician came to your home, you are responsible for the service call fee and they did determine that the unit had a bad compressor, also was out of Freon Per our policy as previously stated, you must come into the contact with your unit in good working order 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.Also, CHW does not cover any known or unknown pre-existing conditionsPer Section FLIMITATIONS OF LIABILITY The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.Being that your policy started on 05/07/15, your first claim was on the 6th a day before the policy started and the second on the 8th the day after the policy started; clearly shows CHW that you did not come into this contract with your unit in proper working order as this failure could not have happened one day into the policy and a day before the policy.I do see that you are no longer with CHW and do apologize that you had gone through this frustration with this claim We do have our policy as stated online and we did mail you a copy for your convenienceAt this time, there would not be anything that CHW could do for your claim.Thank you,CHW

My name is [redacted] and I filed a claim against Choice Home Warranty, ID# [redacted] I agreed to the amount of $and was not going to pay the premium anymore because my contract expired 8/16/and the claim was called in on 7/26/15, which was before my policy was canceled I refuse to pay anymore premiums because it will be taking away from the amount that was offered to me if the policy was canceled I have yet to hear anything from Choice Home Warranty and would like to get paid for my washer so that I can pay back the person that I had to borrow the money from to replace my washer.Your immediate attention would be greatly appreciated on this matter

Complaint: [redacted] I am rejecting this response because: They accepted the word of a second party [redacted] * who they assigned as a technician to do the work required he lied about the leak problem , there was none thanks I think I need to get professional assistant Regards, [redacted]

Complaint: [redacted] I am rejecting this response because no tech has come stillNeed my fridge fixed or replaced immediatelyIts been weeks Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:The company advertises in good faith to make repairs and coverage on system including the protection of HVAC products; however, the protection does not cover most of the issues that would occur on a typical system. By there own advertising, they are in dispute with what they claim to protect and what thy will actually cover. Further proof of this is provided in the company's recent payout to owners of there policy in the past who had claims rejected for similar issues. The product they are providing provides none of the protection they claim to provide for system failures. They have further demonstrated a lack of good faith to protect a homeowner from faults that occur in a home. They are in essence claiming to provide a service that would not cover the issues at hand. 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/user-agreement/A review of the claim shows that it was processed according to the policy Based on the diagnosis that we received, it stated that burner tubes were rusted out and caused the severe flame rolloutPer our policy, Section Letter F., Number 1, CHW is not liable for “ malfunction or improper operation due to rust or corrosion of all systems and appliances ”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 as a goodwill gesture we offered you $towards the repair You declined this offer as you wanted the entire claim covered; you then proceeded with requesting to cancel your policyAs of 10/19/2017, your policy has been cancelled Please note that the goodwill funds are only available for active policies.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

I am rejecting this response because:The contractor did NOT say the majority of the roof had to be replaced He, in fact, REPAIRED a section of the roof that was approximately 3' x 6' - the roof had a hole in it and he had to remove the shingles, REPAIR the hole by using new wood, then reinstalling most of the existing shingles along with maybe new shingles How is this possibly considered REPLACING even part of the roof? He had to REPAIR the roof by replacing damaged wood and a few damaged shingles Under your definition, how would ANY roof repair qualify when there would always be a portion of the shingles, wood, etcthat would have to be replacedThe REPAIR and cost are far less than a new or replacement roof would have been Please honor your warranty