BASS Services

Complaint: [redacted] I am rejecting this response because: I did not receive one month of service as the business claims The first month is a day waiting period so you are unable to use services at this time and no services were provided The $I was charged for this month should be refunded to me.Additionally, after the one month waiting period had passed, the claim I submitted for the services that I had contracted for was denied I was told that the decision to provide services is made on a case-by-case basis This is not what is represented by the company and what I consider to be advertising If I have an appliance or system that breaks down, it should be covered as that is what is represented by the company I cancelled my contract as I did not want to do business with a company that does not provide the services that are contracted for Given that there over 1,other complaints registered against the company through the Revdex.com (one being registered by the government) I am not alone in feeling that the services contracted for are not being provided Regards, [redacted]

[redacted] We do regret the confusion that happened; CHW is not offering you a new unit and a full refund We are offering you one or the other If you would like to accept the full refund of the policy, we will be more than happy to provide that to you or we can send you the new unit but it will not be promised as the same name, size or color of the one you have Per our policy, we do not have to match the diminutions, name or color.Please kindly advise us of which offer you would like to choose, a full refund or the new unitWe will also advise our sales to remove your name and number out of our database for calls to receive our policy Please note, your policy as of today is behind in payments of $44.00Thank 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 meI did accept the amount of $280.00, even though my contract says up to and your agent said or nothing, so I guess I didn't have a choice, but like I said the contract shows, replace at a cost that you could get one for, but you can't get a dishwasher for so its my loss Plus your plumber said that the pipes were installed in my year old house wrong and that's why I have a back up on my other issue " not the dishwasher" but yet in the year I have owned this house, this is the only time we had a backup, and it the pipes were installed wrong, we would have had problems all along, the plumber wouldn't even snake it, all he did was go upstairs in the attic and say its wrong, and you accepted that which caused my plumbing to be denied 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 that your claim was processed in accordance with the policy as indicated in section Letter F, Number in which CHW isn’t responsible for repairs related to lack of maintenance We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Records indicate that a credit in the amount of $was placed on the credit card on file on July It appears that you have been working with a manager to have this resolved as you haven't received the fundsPlease check with your local bank while CHW works on having this issue resolved for you Regards,CHW

Dear [redacted] We appreciate your feedback and regret to hear your dissatisfaction with our reply After further review of this claim, CHW has decided to offer you the AC cap coverage amount at $towards repair/replacement In addition to this, we have applied a onetime free service call fee onto your policy This can be used on your next claimPlease refer to your email as our Consumer Advocate has provided you with information needed in order to process the fundsRegards,CHW

Dear Ms[redacted] ,We do apologize if anyone in our company was in any way rude to you We will request that the Quality Control Manager review the calls that took place In reference to placing the claim online, there is a place that you can explain what the issue is and your comments in the notes section This section, you placed " More Notes: When turned on, unit just runs and runsTemp is currently set to degrees and still not adequately cooling the house." Rather than stating anything else about the dateRegardless of the date being last summer or this summer, you placed the claim not even a month into the policy If an Air Conditioning System that has failed this close into the policy shows that the unit did not come into the policy in proper working order Our policy does state in Section ACoverage #that all units must enter the policy in proper working order You are provided days before the start date to ensure that all units are properly working Had you had a technician out to your home before the policy began, this might have been noticed There are many variables and we are not going to assume what was wrong with the unitPer the last correspondence you stated that you could not reach our cancellations team, we do apologize for the long hold times We do see that one of our Managers' did reach out to you and he did provide you with a refund of the policy from the date that you did try to contact us.We sincerely do regret the frustration that you experienced with this policy and do wish you the very best in your future home warranty.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/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 water softner was leaking at the service valve The leaking was caused by rust/corrosion and calcium build upPer our policy, Section Letter F, Number 8, CHW is not liable for repair of conditions caused by “ chemical build up rust or corrosion ”Please be advised that the claim that you mentioned failed from a lack of effective maintenance Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied As a goodwill gesture, we offered you a onetime free service call fee that could be used on your next claim 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, we do see that CHW has assisted you in $in authorized claims, we do however see that the claim you placed for your Air Conditioning system was not a covered claim due to the fact that we do not cover, rust or corrosion, valves and a lack of proper routine maintenanceRust and corrosion can be part of wear and tear however this case was provided to us as a lack of proper maintenance Lastly, CHW does not interrogate the technician, we ask questions to receive the diagnosis since it is verbal and they are speaking to the technician that was onsite that was able to see the unit Our inside technicians collect the information and they determine if the claim is covered per the terms and conditions of the policyWe 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: Choice Home Warranty has not provided me with any peace of mind by any means! They have definitely not offered a high quality, easy or affordable way to protect me and my family's most valuable assetThey didn't send the terms of the user agreement at purchaseThe pamphlet didn't arrive at my home until almost 3-weeks after I paid for the warrantyThe service providers they choose to use to handle their work orders don't even show up when they are suppose to, which caused many inconveniences for me and my familyThe work they performed was done at times when I was not even present which also caused issues with my unitChoice Home Warranty was notified from the start that I only lived in the home for a short period which they said would not matter at allIn the terms it does not state anything about needing amp draws, pressure readings, etcon a service reportI had my unit serviced in the short time I have lived in this home, and have provided receipts showing the unit was serviced and cleanedNow Choice Home Warranty is claiming this isn't good enoughAlso a outdoor condenser unit is made to be outside and withstand natural dirt and debris that may build up inside the containerThe coils were cleaned twice since living here and the compressor has failed because its years old, not because of some outdoor debrisSo this failure was not due to a lack of or routine maintenance, which was done since I've lived here and provided receipts for the services done! Choice Home Warranty serviced the unit when they had to replace $partsIf the unit wasn't serviced why were those service calls no issue? This has been nothing but trouble and Choice Home Warranty has not fixed this ongoing problem from the startThey are trying to use every word possible in their contract in order to get out of fixing this issueI was told to send receipts in showing I had the units serviced, and once they received them I was then told they needed years prior records of serviceThat's impossible since I have only been at the address for a little over a yearChoice Home Warranty is not in compliance with the terms and conditions as they claim!!! They are just another big insurance/warranty company taking advantage of people who they think they canBottom line is, a compressor can fail for different reasons, which makes it impossible to say it failed because of lack of routine maintenance, which WAS performedThis claim should be covered by Choice Home Warranty and others need to know how they don't stand by their agreement Regards, [redacted] ***

Your policy began on 4/2/and four days later on 4/6/you placed your claim for your Dryer,stating to our customer service rep who took your claim that the last day it worked properly was Saturday That would have made the date that the unit last worked on the 4th of April; days after your policy began Per our Service Provider and our authorization team, it takes a lot longer than days for a unit to have all the failures that your unit has.THE IGNITOR IS BAD THE TIMER IS BAD ,ROLLER BEARINGS ARE BAD ALSO THE START BUTTON SWITCH IS BAD These are things that cannot fail within the two days of the policy, all units have to come into the policy in good working order Please see Section ACOVERAGEAre 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.I do apologize but this unit could not have come into the policy in proper working order, if it was known or unknown it was a pre-existing conditionRegards,CHW

Your company prolonged the reply past days asking me to show that I had pre-existing coverage bouncing me around to sever people .I faxed and emailed information to choice under the assumption that with this proof I would get satisfaction and cost of repair from your company Your company asked me to sign a document and give up my constitional right of freedom of speech because I was dissatisfied with the serviceI stated that I needed to seek legal advice if this request was legal or not No one offered any good faith money just the return of my original fee until better business became involvedThe delay was on your end-Not mine I stated at the beginning that I was not pleased with the refusal of service of my oven..I also Stated that I had overlapping service greater than plus days for four years covering my appliances from another company and had been very happy with their service Your company had introduce a lower introductory annual coverage less than my company of four years so I changed companies I have documentation of communication with your company via faxes stating this .....So in dollars and cents ---What is the value that Choice is offering me .You must send me a copy of the offer

Complaint: [redacted] I am rejecting this response because: as a consumer, I buy insurance to repair things that brakeI am not HVAC technicianYour small print list of what exact part brake you will cover or not, may include all the part from your experiance fail, so you actually cheatingn the consumer by not covering things that fail often.you decided from past experience that a crucial mechanical part of the HVAC, the valve that reverse the flow of gas in a heat pump and make it a heater or an air conditioner, is not something you coverwhy? because you know it can lead to a catastrophic failure of the appliancewhich it did Let's say you are not covering a valve, that is a $itemfinededuct $from the cost of the catastrophic failure repair the leak from the coil and the evaporator created by the sudden change of pressure should be coveredall three technicians told you and told me that it leaks, and you even refused to pay for detecting WHERE it leaks fromOnly after I opened my mouth and gave your rep a lecture , he agreed to pay $for a leak detectionwhich you did not pay yet, by the way after the leak detection procedure found that it can not be repaired, the leak was from the weakest points in the coolant system inside the coils of the evaporator and the a-coil, you recognized that yes, the system needs to be replacedBut your horse-trader over the phone, offered me to pay only for half of the problem and not for the laborhe said that he will send a new air handler that cost him $500, and the rest is my problem, including the $1,labor to installat that point I had enough of his oily "I do you a favor" kind of talk, I told him I will pay for it and sue you for the money, and hanged upThat person on your side of the phone was a snake oil seller and I am not buying snake oil.I am not a technician so all the technical terms here is what I understood from talking to the different HVAC technicians that checked this system, and it is only my understandingI filed a complaint with the Indiana Attorney GeneralI have a hunch that $779,was not enough for you to understand that your practice sucksYou may need to pay it again in Indiana, to understand that you can not screw consumers with impunityAnd you are trying to screw a consumer hereI hope you guys will do the right thing and pay for the repairI personally paid for this policy using my own credit card (I am the manager of [redacted] ), I personalty paid for the repair using my own cash , and if you continue to deny this legitimate claim, I will have no other choice , pun intended, other than suing you personally for my loss Regards, [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 our web site at http://www.choicehomewarranty.com/user_agreement.php Upon review of your Claim for your AC, it states that the technician diagnoses the unis as failing due to rust or corrosion Per our policy, we do not cover anything that fails due to rust or corrosion, please see 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 We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure 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.We do apologize for any frustration that this claim has caused you, Unfortunately this claim would not be able to be covered.Respectfully,Tracy

Both of the coils were rusted and corroded and leakingDuring the conversation you held with the CHW representative you indicated that you had added Freon several timesThis is a result of a leak which causes rust and corrosionPer the policy terms, section Letter F, Number 8, repairs related to rust and corrosion are not coveredHowever, as a valued customer, CHW sent you a goodwill payment in the amount of $to assist with the repairs of the non-covered claim Regards, CHW

Our policy does not cover failures that are from shorted to the ground compressors The technicians may think that this is because they see this on a daily basis however these failures are caused due to one of four reasons, a lack of maintenance, lighting strike, power surge or overheating All these reasons are not covered under our policy as we have statedSince you are dissatisfied with our policy, we are willing to offer you a refund of the policy that you have paid in the amount of $ If you would like to accept this refund, please contact CHW at ###-###-#### and we will process the paperwork for you to sign.Thank you,Choice Home Warranty

Complaint: [redacted] I am rejecting this response because:I was called by the representative, she said that she would call me back, but I did not receive a call back or a message left She told me in order to get this fixed I had to clear up the compliant on the Revdex.com I told her I would, but I have not received any kind of response or refund for the product.As soon as I receive a written confirmation that they are to cancel and refund then I will resolve this complaint Regards, [redacted]

A [redacted] ,The compressor on your unit had an internal mechanical failure also the valves were badThis occurs from a lack of proper routine maintenance Again, per our policy “valves” are an excluded portion of the claim as well as a lack of proper routine maintenance.CHW did offer a goodwill gesture to you in the amount of $which you declined and chose to cancel your policy We do regret your frustration however you did decline or offer to assist you and you also cancelled your policy with us You did receive your refund of the policy in the amount of $991.66.CHW is in full compliance with the terms and conditions of our policyWe wish you the very best with your home warranty needs.Thank you,CHW

Complaint: [redacted] I am rejecting this response because:This is a canned response that fails to consider or address the failure to honor the original cancellation commitment, the sales tactics and the assignment of a AC company that did not do their jobI also have photos of the coil that they claim was debris ridden showing to be it clean and the diagnostics from my own company showing they found no evaporator coil leaks as claimedI believe the request very reasonable that CHW address the concerns and reimbursement request of the original complaint 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, I do see that CHW provided an option for you, we could send you the funds that we would have paid for the new unit or we could provide you with the new unit You did accept the funds on 1/14/and our system does take business days to process a checkWe do apologize for any inconvenience but this is not something that neither our reps nor we have any control overOur system is computerized and once an authorization is placed, it dispenses in the order in which it was receivedWe are very happy to be of assistance and look forward to helping with your future home needsWe urge all customers’ to review the policy within the day grace period that is provided before the policy begins You have this time to ensure that all units are in proper working order as well as to cancel for a full refund within this time periodBest regards,CHW