Bass Services, Inc.

Dear [redacted]We do regret that you feel as though this was the order in which this happened.  Our records show that you were provided with a reimbursement form on 2/6/16, per your conversation with our customer service rep, they advised you that once you have a technician that is going to come to your home, you must have authorization before any work is completed.  CHW does have to provide you with an authorization number in order to have the work completed. We spoke to the technician and he advised us of the failures that your unit had and the outcome was the unit had an issue with the inducer motor, there was a mechanical failure and it needed to be replaced.  It was also stated that this failure takes time to occur, you policy with us started on 1/30/16 and the next day you placed this claim. We do show that the same day that the technician contacted us, we did speak to you and advised you that this would not be a covered claim however, as a goodwill gesture we did offer you a goodwill towards the cost of the repair in the amount of $125.00. We will be happy to provide you with a goodwill gesture of the $125.00 , if you would rather cancel your policy with us we would be able to refund you the amount that you had paid for the policy to date which is $120.00. Per our policy’s terms and conditions, we are unable to provide full coverage for a claim that would not be covered.  We do urge all customers to review the policy and always feel free to contact us with any questions or concerns.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 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 has been provided the proper authorization and CHW is working diligently with the technician to have this repaired. CHW has placed a call to have this done as the claim was approved.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

We are happy to hear that you have good working unit, Unfortunately since the policy states that CHW does not cover any known or unknown pre-existing issues, this claim would not be a covered claim.  Furthermore, your policy has been cancelled and our systems will not permit us to grant a goodwill gesture for a non-covered clam or a non-customer.We do apologize for any trouble that this has caused, we are not able to assist you with this claim as per our policy.  Section  F. LIMITATIONS OF LIABILITY1. 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.Thank you,CHW

I have confirmed with [redacted] that she is in receipt of your email and will reply to you accordingly.   Regards, CHW

As outlined in the policy at CHW we will provide you with the technician within a 24 hour period and they will do the best they can to provide you with an appointment within 2 business days. As a customer, you can definitely call CHW to have another technician dispatched if you can’t agree on a mutual appointment time. CHW wasn’t aware of the delay in the part. If you would like a second opinion, you can secure one, however it would be at the customer’s expense and CHW will definitely consider it. As we value our customers a goodwill payment of $500 was offered to you and we are still willing to honor it should you be interested. Please feel free to call us at [redacted]. I will also be sending your request to cancel to the cancellation department now.  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]t.   You purchased the contract online on April 20, 2016 with an effective date of May 20, 2016. Per the terms of the agreement, Section Letter A, Number 3, you are provided with 30 days to ensure all covered items are in place and in proper working order on the effective date of the warranty contract. This contract does not cover any known or unknown pre-existing conditions. As you stated when placing your claim for your air conditioning system, it last worked on May 13, 2016 which is prior to the start of your contract.   We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted],You paid a total of $960.75 for your policy which you had agreed to make 4 payments of $320.25; CHW only received 3 payments for a total of $960.75.  CHW was preparing to provide you with the proper cancellation fee per our policy Section L. Cancellations; however you chose to charge-back the amount that you paid for your policy which voided the policy.  Your bank now has all the money that you paid to us, the total of $960.75.  Please see below for the policy section that should have been followed:L. CANCELLATIONThis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not acontract of insurance, residential service, warranty, extended warranty, or implied warranty. You may cancel within the first 10 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:1. Nonpayment of contract fees;2. Nonpayment of Service Fee, as stated in Section III;3. Fraud or misrepresentation of facts material by You to the issuance of this contract;4. Mutual agreement of Us and You. If canceled after 30 days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a 10% administrativefee and any service costs incurred by Us. All cancellation requests must be submitted in writing. We do suggest for any information, you contact your banking center as they have the funds that you paid to CHW for the policy.In reference to your claim, CHW cannot pay for a claim or assist with a claim on a policy that has been cancelled without payment. We do understand your frustration however CHW is in full compliance with our terms and conditions. I just wanted to follow up with this one because the customer was supposed to make monthly payments to us and when his claim was denied, he did a charge-back.  Once a customer does a charge-back, we no longer have the money, their bank does.  Even if it is in dispute, the bank puts a hold on everything until the dispute is over and afterwards the bank will tell us who won or lost.  If we do win, we then give the customer a pro-rated refund as our policy states but if they win, there is nothing we can do for them since they received all of the money back.  This customer didn’t pay the entire policy and when he found out his claim was denied, he charged-back his credit card and we do not have access to any of his funds until the dispute is over.

Dear [redacted]We do understand your frustration however CHW is in full compliance with our terms of our policy. We have provided you with the amount of $350.00 which is our basic amount per our cost for this unit.Our policy states in Section F. #16 “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.”As a good faith offer, CHW is willing to place a onetime free service call fee onto your policy for you.We do hope that you understand our position the policy; you will receive the check 30 days from the date of authorization which was 5/19/17.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because:  The system was maintained properly.  I am very upset that if they would have reviewed the filed that the prior year a tech was sent out.  For the same reason, but this time because, it is a whole different story.  I understand what they said but, I am completely dissatisfied and will not use them again or recommend them to anyone.  This is not how you treat customers.  Thank you. They have sent a cancellation email.  
Regards,
[redacted]

Dear [redacted],
CHW does not cover failures that are pre-existing to the start date of the policy. Please review the policy Section Letter A. #3. It states that all units must enter the policy in proper working order and that we will not cover any failures that are pre-existing to the start date. Please see below:
A. Coverage.
“3. Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or multi-unit home) is applied, and appropriate fee is paid. Coverage 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 homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.”
The policy began on 5/25/16 and you placed your claim on 5/31/16 (6 days after the start date). You are provided 30 days prior to the start date to ensure that all the units are in proper working order and to ensure that you have read and understood the terms of the policy.
The technician that provided us with the diagnosis advised us that the unit failed due to a multitude of mechanical failures, it was also advised that these failures could not have happened within the 6 days that the policy was in effect; therefore the claim was not a covered claim.
We do regret your frustration and that is why we provided you with a full refund of the paid policy in the amount of $425.00 which was credited to the credit card you used to purchase the policy. This credit was placed onto the credit card on 6/7/16.
Since you disagreed with the terms and conditions of the policy, CHW did provide you with the full refund.  However there is nothing more that we can do for this policy since it has been fully refunded and cancelled.Thank you,
CHW

Dear Ms. [redacted],We do see that the check was received and cashed when we last checked on 7/31/17.  Kindly confirm receipt.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 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. We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy. A review of the claim shows that it was processed according to the policy. The diagnosis that was received stated that your sealed system was missing 1lb out of 3lbs of Freon.  When the system is not properly and routinely serviced by a qualified technician, debris builds up on the unit, causing excessive pressure and degrades the composition of the coils, resulting in Freon leaks. Per our policy, Section Letter F, Number 12 of the policy states that we do not cover failures caused by a lack of proper routine maintenance.  Our Sr. Claims Specialist advised you about the outcome of the claim, in which you were not satisfied and requested to cancel. We are glad to see that after speaking with our Customer Solutions Department, you have opted to keep your policy active.   Regards, CHW

Complaint: [redacted]
I am rejecting this response because: some of the information in  the email from CHW was taken out of context, one of the question that was asked in the claim report was when was the last time the item was working properly.  well the last time I remembber using the a/c was around 12/30/2015 and it appeared to be working fine at that time. after that point we no longer use the a/c 's in phoenix az,  not hot enough for ac; and not cold enough for a heater, this is why I used 12/30/2015. as for the start date of my contract with CHW is concerned  4/4/2016 is the date the contract cou ld start being used,.however you are not allow use the contract for the first  30 days, so you see I purchsed the contract on 3/3/2016. it is just so happen that on 4/4/2016 it was now hot enough to us the ac in phoenix az the temp was around 99 dgrees outside. so you see I know that I am within the rights of my contract with CHW. it seems as though you are still using some of your old tactics; that your company was ask by the courts to stop using this approach with your customers in order to deny there claims when you did not want to honor a claim. I would like for CHW to honor my contract with them. 
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]t.   Upon review of your claim it appears that your claim was processed in accordance to the policy section Letter F, Number 9 in which We have the sole right to determine whether a covered system or appliance will be repaired or replaced. We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color.     We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

[redacted] ,CHW will be happy to provide you with a refund based upon our policy, Section L. Cancellations.  Your policy was only available for a full refund the first 3o days from the date you signed up with us. Please contact our customer service department and you will be able to cancel.   Thank you,CHW

Complaint: [redacted]I am rejecting this response because:My washer doesnt have rust and corrosion..  Anyways..  I want a full refund.  Your company is a scam..  Regards,[redacted]

Complaint: [redacted]
I am rejecting this response because:
They say that my pump had a preexisting condition that would be impossible to ascertain. Not only was there 15 days into the policy but a 30 day waiting time before it kicked in. How in the world would I be able to determine there was a problem with the pump 45 days before it occurred. Would the same be true for a washing machine or a refrigerator. If this is your policy then maybe you should be making inspections before you make promises that you don't intend on honoring. I suspect you do a lot of denying claims which is a major part of your business. I call it breach of contract. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: it is inaccurate and misrepresents our dispute.  1. Service company was NOT [redacted].  It was Sheerkhan Services LLC.   And, not on 7/20/15 - on 6/25/15, so perhaps Choice is responding to a different complaint? In any case, technician was four hours late, spent 30 minutes at the house and the compressor was running (albeit with reduced Freon level) and the unit was cooling when he left.   Technician mentioned a leak, but NOT that corrosion had caused Freon to leak from the unit.   He never removed the condenser housing and inspected the unit, he only checked Freon level. Choice required us to have a leak test run, at our own expense.  Which we did.   2.  Compressor did NOT fail.   In fact, it was running when homeowner’s technician came to perform the leak test.    It is still operable.    There is a very slow Freon leak, as evidenced by the documented nitrogen test.    Compressor, condenser and evaporator are all available for inspection at the home.  There is still a significant amount of Freon in the system.  3. Choice states that corrosion was the cause of the leak, despite photographs which show no sign of corrosion.   Personal inspection by homeowner and homeowner’s technician also revealed no visible signs of corrosion.    When confronted with this evidence (and an offer to let Choice’s technician come back and inspect the unit together with homeowner’s technician), Choice stated that the unit was improperly maintained.  In fact, the filters were replaced 3-4 times per year until a HEPA filter was installed with the new humidifier in 2013, then the filter media was changed annually, as recommended.   The condenser coils were hosed down EVERY Spring with a “jet” stream of water from a garden hose and nozzle.   Unit was impeccably maintained.   .      4. When confronted with evidence in #3 above, Choice stated that restricted air flow caused high head pressure and subsequent stress cracking.  NOTE:  All these expert opinions were issued forth from Ike and others without a single close inspection of the unit by a qualified technician.  All the Sheerkhan technician did was check Freon level, at which point Choice demanded a leak test.   And then the technician left.      5. Even a 22 year old compressor has built in safety switch that shuts down compressor if discharge pressure or temperature approach maximum design values.   Due to low Freon level, unit did shut itself off before reaching set point, which is what triggered the call to Choice in the first place, thus demonstrating that the safety  switch protected the compressor as designed right up until the time the unit was isolated for the leak test.    The compressor was still operable (and, in fact, operating) until the breaker was thrown to de-energize unit just moments before homeowner’s technician isolated the system for the leak test.  KEY here is that Choice’s technician NEVER performed an inspection of the unit.  He checked the Freon level, period.   Only later was the compressor housing removed by homeowner for purpose of taking photographs required by Choice to support the claim. These photos, which we have sent 4 times, show no corrosion, because there is none. Attached is a copy of our website correspondence with Choice. At no time did they send a qualified technician to inspect the unit.   
We continue to invite Choice to send a technician to inspect this unit. We are having it replaced, but will retain the old equipment for their inspection. The claim that was resolved under this contract was for a dishwasher.  One resolved claim has nothing to do with another. 
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 failure that your unit had was caused by rust and corrosion. Per our policy, Section F. Limitations of Liability #1 states that CHW does not cover failures due to rust.
We do regret your frustration with this claim; however we are in 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 claim that you placed for your heating system, we show that the technician advised us that the unit had grounded, the unit was dirty inside and out.  It was explained that the compressor lacked proper routine maintenance and that is how the compressor failed.  The second diagnosis that was provided to us stated that the failure was due to an electrical internal failure that was caused by a lack of proper routine maintenance.Since you disagree with the outcome of the claim, you are more than welcome to provide us with the maintenance records for our inside technician to view.  Once they have reviewed them, if they do show proper maintenance was done on the unit it could overturn the outcome.  Please provide the records to [redacted] and please add the claim number.Also, please note that our policy requires all systems to be properly maintained by the manufactures specifications as stated in Section F. Limitations of Liability #12.  This would mean that a licensed technician would have to come to your home and do the maintenance for the unit at least once a year.CHW is in full compliance with the terms and conditions of our policy. I have uploaded your policy for you so you can review the sections I have outlined for you.Thank you,CHW