Bass Services, Inc.

Complaint: ***
I am rejecting this response because:
sorry, there is no goodwill in this caseyou have to follow the contract and the furnace was in the perfect working condition when the contract startedwhat does it mean "unknown" condition? any component that brakes has some condition that results in the break, and this condition deteriorates the item until it brakes, so, technically, all broken items have preexisting tendency to brake from the first moment they start to work I request full refund of my costs, not $I will have to seek the legal help in this case, it is not satisfied
Regards,
*** ***

Dear Ms*** * ***,
We do regret your frustration however we do not have a Philip *** that works in our office, please ensure that you have the correct warrantyWe do not see that you have or had a policy purchased with us
Thank you,
CHW

Dear *** * ***It was a please speaking with you today As per our conversation, after re-reviewing your claim, CHW has overturned the outcome of this claim and will be covering it to the cap of $ Please note that you would be responsible for any fees that is outside of the $1500.00If you have any questions or concerns, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST. Regards,CHW

Complaint: ***
I am rejecting this response because:
How do you want me to get you maintenance recordsyou Tech visited me on September and he did not mention anything about any issue. At the end of the day you can use any workaround to reject claims, what I know, my peers with same problem and other insurance companies were covered. This problem will not be discovered by routine maintenanceThis maintenance is to check leak and obvious stuff, not discharge lifetime. I requested official copy of your rejection so I can move forward with my legal actions, Please send to me ASAPI requested them days ago.
Regards,
*** *** ***

Dear *** * *** 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 *** The claim was processed in accordance to the policy and based on the rust and corrosion is not covered as outlined in section Letter F, Number of the policyYou wanted to have pictures and this can be obtained from the technicianPlease contact the technician to obtain the copies of the pictures as requestedThere is also a leak which is causing the system failureCHW doesn’t provide this information to the customersThe status of the claim can be provided at no charge at your request We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Complaint: ***
I am rejecting this response because: Corrosion of coils is not from non-maintenance We have been is this home less than a year and we have maintained the system as best as we could We have had a company look at the problems and they were addressed and they have never said it was a maintenance issue They stated the system is old and needs replacement
Regards,
*** ***

Dear *** *** 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 *** Upon reviewing your account it appears that you have already canceledUnder the terms of the policy, section Letter F, Number we don’t cover repairs related to rust and corrosionA diagnosis we received indicated the Evaporator Coil was leaking Freon and there was rust and corrosion We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear *** * ***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 tank was leaking which caused it to rupture.Per 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 requested to cancel due to you dissatisfaction. Due to your dissatisfaction, CHW honored your request for a full refund. An agreement was emailed to you on 1/3/18. Please sign and return in order for CHW to start the process for your refund.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy. Regards,CHW

Dear *** ***, 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 *** CHW values you as a customer and wants to be able to provide you with outstanding customer serviceA request has been sent to call you regarding your request to cancel your accounts We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear *** ***
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 *** Upon review of your claim, we do see that the unit was stated to not have been properly maintained per our inside technicians from the report that was provided by the technician that was out to the siteWe also see that we did offer you a goodwill gesture for this unit in the amount of $to assist you with this claimHowever, being that your account is past due in the amount of $we would not be able to process thisIf you would like a full refund of the paid policy, we will be willing to offer this to youYou have paid a total of $for this policyIf you would like to accept the full refund of the paid policy, please contact us and we will provide you with a release agreement for you to sign and then a refund of the amount
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy
Regards,
CHW

***, Per your conversation with ***, this complaint should be closed since they figured out the proper refund per our policy, Section L A full refund is not something that we can offer as it states in the policy as well. Thank you so much,Tracy

Dear *** ***, 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 ***Upon review of your claim it appears that the Air Conditioning System claim that you submitted was not covered in accordance with the policy, section Letter F, Number 12, we are not responsible for repairs due to lack of maintenanceBased on the technician’s diagnosis the compressor continues to overheat which wouldn’t occur if the unit was properly maintained We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear *** ***, 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 *** Please accept the apologies of CHW in the delayLee Industries, Inc has been assigned to the claimYou have been provided the contact information to schedule a mutually agreed upon time for an appointment for the technician to diagnose the problemPlease also remember that CHW does offer the reimbursement option in which you can seek prior approval for the claim by having the technician call and you will be reimbursed at CHW ratesIf you would like more information, please call the CHW customer service team at ###-###-#### We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear *** ***, 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 *** Upon reviewing your claim it that we have attempted to assist you in obtaining a new dishwasherYour claim was processed in accordance with the policy section Letter F, Number in which it states, We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (which at times may be less than retail) to repair or replace any covered system, component or appliance We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear *** ***,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/useragreement. A review of the claim shows that it was processed according to the policy We received your invoice which confirmed that the work to your unit was already completed Per our policy, Section Letter C, Number 3, “…We will not reimburse for services performed without prior approval.” We strive to provide the best customer experience, therefore as a goodwill gesture, we reimbursed you our cost of the repair The amount totaled to $175, in which the service call fee was due therefore we offered you funds in the amount of $130.Please understand that we reimburse funds at our cost as it states in our policy Section Letter F, Number 16, that “We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost.” Please be advised that if you choose to have your own technician, they must call in their diagnosis to our Authorization’s Department as they would be advised whether or not the claim would be covered.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

CHW is not honoring the claim because it is not covered under our policy You placed your claim on the 21st and your policy had started on the 21st We sent a technician out to your home because we didn't know what the issue was Once the technician came out and gave us the diagnoses we were then able to see that the failures could not have happened within the day that you had your policy.You disregarded the section in the policy that states that all units must come into the policy in proper working order Please see Section ACoverage #3 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 do regret the frustration that you are going through with this claimCHW is in full compliance with our policy As a goodwill gesture, since you disagree with our policy, CHW is offering you a full refund of the policy If you would like to accept, please contact our company and provide them with the policy number and they will have the proper paperwork sent to you for a full refund.Regards,CHW

Dear *** ***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.Our records show that a check was authorized for you in the amount of $and it does take business days to process, once it has been processed it then will be mailed out the following Monday Your check was processed on 1/19/and we see that it was mailed 1/29/but it is possible that it was after USPS picked up the mail and if so, it would have gone out the following business day.If you have not received the check, please contact your local USPS office because our records show that it was mailed to you and we are not permitted to reissue a check unless the customer pays for the fee to stop the check in the amount of $ If you do not want to pay the $then we have to wait days for the check not to be active any longer Kindly contact us to ensure that the correct address is on your account for billing, which is where the check would go toThe check number for this check is 297141.We do regret your frustration however; CHW is in full compliance of our terms and conditions of the policy.Regards,CHW

Dear *** ***,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 *** Upon review of your policy, we do see that the following claims were all placed on 2/6/17:Washer claim- which was approved, we learned today that the parts were ordered and will be arriving asap.Dryer claim- which was a partial covered claim, the blower wheel was clogged causing the failures The terminal block failed which damaged the power cord CHW normally would not cover this claim at all due to the fact that there was a clog and this is considered to be maintenance issue however as a good faith effort to provide quality customer service, we did offer to provide the coverage for the main failure along for the labor CHW did provide the technician with the funds and is waiting for you to provide the portion for the non-covered issue.Refrigerator claim- this too was a partial covered claim due to the fact that the main panel control board had failed which then made the remainder of the parts to fail CHW was only going to cover the main failures as states in our policy however we did agree to provide half the cost of the entire repair in the amount of $to the technician Lastly, the claim for the oven- CHW did cover this claim as well; we do understand that this did take a little while for the parts to come in however this is out of our control The claim was covered and the parts have been order and paid.CHW to date has provided $in authorized claims.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear *** ***,
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 ***
We do see that *** came to your home and provided us with a diagnosis however we do not have any other information that you stated you havePlease provide us with the diagnosis that you have for the part that is needed, please send this information to *** and we will be happy to review for reimbursement for you
Thank you,
CHW

Dear *** * ***, 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 *** It appears that you and CHW have reached a mutual agreement in which CHW is awaiting your signed documentIf you have any questions, please call the customer service team directly at 1-888-531- We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW