Bass Services, Inc.

[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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Dear *** ***,We regret to hear your frustration and dissatisfaction with CHW. Per your request, your policy has been cancelled and your refund of $is processing. Regards,CHW

Complaint: ***
I am rejecting this response because: 1st of all there are many complaints on the web site stating the same answers you always give all the people in concern2nd of all you are not addressing all the issues I haveI have other complaints which your personal change answers around as I spoke to them trying hard to defend you.Now to address the hot water heater the technician called me prior to calling you and explain to me the heating element burned up and the hot water heater needed changing out and Choice Home Warranty will refuse to payI ask why? The technicians answer was they will do everything they can not to payAll he did was change out the hot water heaterIf my wires would have shorted out are had a problem the wires would have burnt and mess the electrical socket up or trip the breakerNeither one has happenedTechnician said nothing else is wrongWhen I kept disputing With CHW and explained I work with electricians and had one with me at the time they said no wayThey are trying to get over on youI told CHW ok I will get a Liceance electrician to go check it out and when they tell you nothing is wrong with the wiring you will pay him and fix the hot heaterThen CHW said we have to approved the electricianI said you are doing everything you can every trick in the book not to payAfter a while I said, the people in the house been out of hot water for a week, meet me half wayThat is when you agreed to give $dollars. I except it because the people needed to get back to a lifeThat's the only reasonNow what about your certified electrician installing the hot water heater wrong and wetting the ceilingYou have not addressed that issue eitherRegards,*** ***

Complaint: ***
I am rejecting this response because: I as home owner maintained a service agreement with *** I do not have any peace of mind with Choice Warranty I know I have done the needed maintenance and have attached the *** letter
Regards,
*** ***

Complaint: ***
I am rejecting this response because:The compqny is admitting that they sent a tech for my claim which stated the following : the claim stated “heating system runs from hot water heater and is blowing cold air”. Again I am asking why they would even send a tech if they do not cover this type of systemI believe this company just refuses claims for any reasonMy mother also had them and they would not fix her appliance either claiming that it was probably already broken. This company needs to close down if they do not wish to help the homeowners they list
Regards,
*** ***

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 Air Conditioning System, I do see that CHW dispatched Efficient Heating and Cooling Services to your home to diagnosis the unit They reported to CHW that there was glue around the stem valve but it was burned off and that caused the unit to leak Per our technician’s report this could have happened upon installation or a repair CHW’s policy does not cover units that have failures due to installation or previous repairs Please see Section FLIMITATIONS OF LIABILITY We are not responsible for repairs related to inadequacy, lack of capacity, improper installation, mismatched systems, oversized systems, undersized systems, previous repair or design, manufacturer’s defect, and any modification to the system or appliance.We do apologize for your frustration with this claim, CHW is in compliance with our policyWe are unable to cover this claim due to the failures that were found and the exclusion in our policy.We do appreciate your feedback as this does help us with our customer service and service providers.Best 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 claim it has been noted that your claim was handled in accordance to the policyThe claim was not covered as indicated in section Letter F, Number 12, CHW is not responsible for repairs due to lack of maintenanceHowever, we wanted to be able to assist you and help with the cancellation of the policy and a goodwill gesture with the signing of a release agreementWe are prepared to provide a payment of $and a cancellation of the policyPlease let us know if this will meet your needsPlease call our customer service team directly at *** We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

CHW does provide the necessary coverage and peace of mindHowever, the policy is put into place to be sure the customers are aware of the coverage and lists in great details the inclusions as well as exclusionsThe policy discusses in great detail the preexisting conditions as outlines in section Letter A, Number and also in section Letter F, Number as it relates to known of unknown preexisting conditions. 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 Based on the diagnosis that we received, it stated that there was internal failure in the compressor This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor This failure occurred from 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 were not satisfied. If you would like to further dispute this claim, you may submit your proper routine maintenance records to [email protected] for review If your records show that the unit was properly and routinely maintained, we would adjust the outcome of the claim accordingly 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:I called in the ticket on the april 4th I talk to the warrnrty people on the 11th They had told me the part was on the way that it would take to days to get here after the days and it hadn,t gotten here I called the watrrinty people again and they told me that it had not been orderd and that it would get order and they would over night it however it took from the 11th april till the 21st for the tech to get the part which we had to go without a clothes washer for three weeks with out a washer this is not the first time I,ve had problem with this company November had a problem with them over a refridgerator they did,nt fix
Regards,
*** ***

Complaint: ***
I am rejecting this response because:The pool was in wiring order when the policy was activeIt was not pre existingYou also chose to cover one part of the washer, the door latch, and when the repairman fixed that part, it came out there was another problem that was what broke the door latchChw told the service man that it was a misdiagnosis on his part and they would not cover thatAnd then, CHW wanted the repairman to remove the site switch and now didn't want to pay for that eitherThe service place called CHW times to argue that they were already told it would be covered and CHW would have to payThat is when CHW finally agreed to send the checkCHW still would not cover the more expensive partEven though both of the parts broke at the same time! Now, the dollars, I called twice about this and spoke to the claims department and the cancellation departmentThe pool service is charging me $because they charge $for a service call and I paid the $They said they seant a bill to CHW for the remaining $and CHW would not paySo now I have a bill for from themI could've just paid tyre while service call myselfWhat is the point in having a warranty when it doesn't save money, it in fact costs you more!! Never had a problem with my other warranty companyI have since went back to them, a little more expensive but well worth it! They fixed my washer even tho it was pre-existing because CHW is that bad!
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 our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your policy we show that you had placed claims with our companyCHW did provide authorization for one claim in the amount of $for your plumbing claim We are not able to provide you with a full refund due to the policy restrictions as stated in section LCancellations. We do see that you did try and tried to do a CHARGE BACK for the policy and since you had already cancelled and received your pro-rated refund we are not able to provide you with any other funds CHW did provide a service for youYour water heater was not covered, even if the tank was of a size that we did cover, we do not cover the actual tank and that is what the technician reported needed to be changed.CHW is in full compliance with our terms and conditions of our policy, we urge customers to read the policy within the days that you have prior to the policy’s start dateThis time is provided for you to review the policy as well as cancel if you do not feel that this policy is something that you do not want Lastly, these days is the only time that you can cancel for a full refund as stated in section B Coverage Period. We regret your frustration and do wish you the best.Sincerely,CHW

Dear Andrea ***, CHW is not able to provide you with the goodwill gesture that you are seeking due to the policy being cancelled and not covered under our policy; however we are willing to provide you with the remainder of the amount that you paid for the policy for a full refundYou paid a total of $for this policy and we did provide you back with $per the terms stated in Section LCancellations; we are willing to provide the remainder of $back to youPer the terms of the policy, this claim would not be covered since the diagnosis that we have stated that the unit lacked proper routine maintenance. The technician provided us at the time a diagnosis that we verbally take along with the pictures that were sent. This diagnosis does show to be true and per our policy, we do provide the customer with days prior to the policy start date to ensure that the units in their home are in proper working order, the failures that your unit had were only months into the policy. Please see Section F#that states that we do not cover any known or unknown pre-existing conditions for the unitsWe do apologize if anyone in our company was rude to you in any manner, this is not something that we condone and it will be brought to the Quality Control Managers attentionIf you would like to accept our offer, please contact us and we will have you sign a form that states that you accept the full refundThank you, CHW

Dear *** ***,
CHW provides our customers with days prior to the coverage period to start to ensure that all the units in the home are in proper working orderWe are not stating that this is any fault of yours or your tenant; we are stating that per our policy Section FLimitations of Liability #states that we do not cover any failures that are known or unknown pre-existing issuesThis failure was not of anyone’s fault however it could not have happened within the time frame of the policy
Since you did not cancel the policy per the terms of the agreement stated in Section LCancellations we are offering to provide you with the payments that you have paid as a goodwill gesture in the amount of $and we will cancel the policyIf you would like to accept this offer, please contact us and we will have you sign a release agreement stating that you are satisfied with the outcome of this disputeIf you would not like the full refund of the amount that you have paid for this policy, it will be cancelled within week for non-payment
Respectfully,
CHW

Dear *** ***Unfortunately we are unable to find your policy. Please provide us with your policy number or the number of the claim in which you are disputing. Regards,CHW

Dear *** ***, Per our policy, if you use any technician we will reimburse for the work providing it is covered at our rates and we do take out the service call fee that you would normally pay. CHW does not offer the payment of the service call feeAs a goodwill gesture, we have added a onetime free service call fee to your policy. Please note that we do not normally provide the service fee for any claim unless provided as a goodwill gestureThank you, CHW

Dear *** *** Please understand that upon the purchase of your policy, you were given days to review it. Our policy is also available online for public viewing. We regret to hear that you want to cancel your policy. Please review our policy, Section 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 writingIf you would like to cancel your policy, contact our Customer Solutions Department directly at ###-###-#### Monday-Friday 9AM to 6PM ESTRegards, CHW

Dear C*** ***,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. Upon review of your claim, we do see that we offered you a buyout of the unit This was done because the cost of the repair was not worth the unit Per our policy, Section FLimitations of Liability #states that “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.”CHW offered you $towards this unit, if you are to purchase a new one this unit would not be covered because it would have the manufacture warranty If you chose to use the funds that we provided to you as a buyout, then it will not be covered because we provided the funds for a buyout and again that would mean that it would not be covered due to the manufacture warranty If you would like for us to replace the unit, we would replace the unit with a unit that might not match the size, the color, features or detentions, which your unit hasWe do not cover ice makers so the unit is we do replace it, would not have the ice maker or water dispenser on it.We have documented in the notes of the claim that we can provide you with a new unit but please keep in mind; we will not match the unit that you have If you chose to have the funds sent to you, again keep in mind that we will not be able to cover the unit if it is repaired or replaced because the funds had been sent.We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy. Regards,CHW

*** *** We regret your frustration and we do see that you did agree to the $to settle this claim. Please note that our advertising does state that if we cannot fix it we will replace for a covered claimThis claim was not covered therefore CHW did not have to fix or repair, we offered you funds as a goodwill which again you have accepted, received and cashedWe thank you for being a part of CHW and look forward to assisting you on future claimsCHW

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 *** Upon review of your claim for your refrigerator unit, it was advised to us that the failure of the compressor was internal valves of the compressor went bad and caused the unit to continually run and overheat the compressor and overall fail This failure is secondary damage since what happened to the compressor was a result of the original failure that was the starter The technician stated that you had a previous repair and the wrong part was placedAlthough we do believe that the technician that we provided to you is not at fault since he did not install the first starter for this unit; per our policy Section FLimitations of Liability #states that CHW is not responsible for the technician’s negligence. We do see that you have already cancelled your policy with us and we do regret your frustration with this claim however CHW is in full compliance with our terms and conditions of our policy.Best regards,CHW