Bass Services, Inc.

Complaint: [redacted]
I am rejecting this...

response because:
I did not say there was a philip [redacted] working for the business I said the contract I received from Choice Home Warranty had that persons name on it, I have been in contact with this company about my 40.00 refund to be put back in my account and have not gotten any results, yes you company deducted 40.00 from my credit card, on April 25,2016 under contract#[redacted],again there is no philip [redacted] living at my home address, never heard of him , please resolve this matter asap and refund 40.00 back into my account.
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/useragreement. In review of your policy, you purchased the Total Plan Coverage on June 17, 2017 which became effective on July 17, 2017.A review of the claim shows that it was processed according to the policy.  Based on the diagnosis that we received, it stated that control fan motor seized, the capacitor was weak and the unit was low 1lb of Freon.  You stated the last time the unit was working properly was July 31, 2017.  These failures could not develop in the short lifespan of the policy.   Per our policy, Section Letter F, Number 1, CHW is not responsible for any known or unknown pre-existing conditions.Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel, due to your dissatisfaction. You spoke with our Customer Solution’s Specialist who offered you $100.00 of goodwill funds towards the repair.  You accepted this offer on August 5, 2017.. Please allow 30 days for the processing time before the check is mailed out.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

I am writing to close this case--CHW and I have agreed that a refund would best resolve this matter.  They have agreed to issue a refund.

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 for your Oven, we have reached out to our authorizations team to find out how to assist.  The oven itself was very old, in poor condition however we are willing to assist but we do need to review this again with our authorization team.You will hear back from CHW in reference to this claim shortly.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.
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/useragreement. A review of the claim shows that it was processed according to the policy.  Based on the most recent diagnosis that we received, it stated that compressor failed due the result of a bad relay.  The damaged relay caused extra strain on the compressor which led to its failure. Per our policy, Section Letter F, Number 19, CHW is not liable for “…secondary damages…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel your policy, due to your dissatisfaction. Per your request, your policy has been cancelled as of May 25, 2017.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

ah, Per our policy Section L. Cancellations it states that if you chose to break the contact with CHW, you will be charged a $50 cancellation fee per property.  Out of good faith CHW is going to offer you a full refund of the money that you paid for the policies in full. You have paid $1665.00 as you stated and CHW is agreeing to offer this back to you.We will proceed with the cancellation per your request and a full refund will be processed.Respectfully,CHW

Complaint: [redacted]
I am rejecting this response because:The company that was sent to me was a fraud. My pump needed minor repairs. After calling for a second opinion and paying for it out of my pocket 100.00 fixed the issue that was clearly minor. As well I paid and had to wait 30 day before the policy took effect meaning I paid for 2 months of service not 6 days 
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]   Records indicate the agreement was sent to you via email on both 8/12/16 and 8/15/16 to the email address that is on file. It will allow a refund of $650.00 to be provided to you. The CHW is awaiting the return of the signed agreement. If you still haven’t received the agreement and need to verify your address or have the agreement mailed to you, please call the 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 [redacted]We regret to hear your frustration.  Please be advised that your unit was repairable, however, the parts needed to repair your unit are no longer available through our vendor.  Our policy states in Section Letter F, Number 9, “…If parts are no longer available, We will...

offer a cash payment in the amount of the average cost between parts and labor of the covered repair…”We offered you $350.00 which was our cost for the part and labor.  You accepted this offer as of 10/5/2017.  As a goodwill gesture we have placed a onetime free service call fee onto your policy. If you would like to cancel your policy, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PMWe do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

The claim was processed accordingly and CHW will provide repairs for those items that are covered. The initial portion of the claim was covered. However, the ignitor didn’t work as a result of the first portion of the claim and is considered secondary damages. Per the policy, section Letter F, Number 19, CHW is not responsible for repairs related to secondary damages. There are no additional funds due at this time.   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 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 refrigerator door seals were worn out and needed to be replaced.Per our policy, Section Letter D, Number 3, CHW does not cover “…Doors – Door seals and gaskets…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied. If you would like to cancel your policy, you can contact us directly at [redacted] Monday-Friday 9am to 6pm EST.We 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 .  Upon review of your policy that started on 02/28/15, I do see that you placed a claim for your garbage disposal on 3/8/15, 8 days after the policy started.  The technician advised CHW that the system was warn out and was failing for a while.  Per our policy, you must come into the contract with everything in proper working order.  Please see Section 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.Also, please see 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.This was considered to be a pre-existing condition being that the policy was 8 days old.  I do see that you have spoken to Sam on 6/3/15 and he advised you that Christine does not work with CHW any longer, also for a monthly policy, we do not offer a refund because you had not paid for the policy in advance.  There would not be a refund to be given.  Please see Section 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 a contract of insurance, residential service, warranty, extended warranty, or implied warranty.  You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee 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 $50 administrative fee and any service costs incurred by Us.  All cancellation requests must be submitted in writing.I also see that your policy is past due in the amount of $34.50.  If you would like to cancel your policy, I will request Sam to call you and he can explain to you again the policy and why we are not permitted to give a full refund.We do apologize for the frustration that this has caused you and we do thank you for your feedback.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]   A review of the policy indicates that the policy has been canceled per your request. However, section Letter L, Number of the policy states, “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 $50 administrative fee and any service costs incurred by Us”. As such, there are no refunds due at this time. If you have any questions, please call the 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 [redacted],We do understand your frustration however rust or corrosion is not covered under our policy.  As we stated please see Section F. #1 & F#8. We were advised by the technician that this is the part that was rusted out and the reason for the claim not being covered. Since then, CHW offered to provide you with a goodwill gesture which you have not contacted us back with and you have cancelled the policy.If you would like to accept our offer, we are willing to assist with that amount since this is specifically against our policy.Thank you,CHW

[redacted],We do regret your frustration with this claim however, CHW does require all units to be properly maintained. Since you have requested to cancel your policy, CHW’s policy states that we would charge you a $50 administrative fee and you would receive a pro-rated fee minus a percentage of the claims paid.  As a goodwill gesture, we will offer you the amount that you have paid into this policy $1050.00 and subtract the claims paid $170.00 to provide you with a refund of $880.00.  If you were to cancel the policy using the Section L. Cancellations your refund would be $375.00 and it would go lower each month.I have documented the offer in your policy for the goodwill refund and if you do accept, we ask that you sign an agreement that states that you are satisfied with this agreement.We do see that the letter of denial had been emailed to you through your claim. Thank you,CHW

Dear [redacted],Please be advised that we only received the diagnosis from our technicians at [redacted].  IF you would like to further dispute this claim, please submit your technicians diagnosis to [email protected] for review.  If the outcome is different, we would adjust the claim accordingly. Regards,CHW

Complaint: [redacted]
I am rejecting this response because:
Today I received another spam email from Choice Home Warranty. I would very much like to continue pursuing my original complaint.
Regards,
[redacted]

Dear [redacted] In review of this claim, the parts have been delivered as of April 21, 2017.  If you have any further issues or concerns, please contact the technician directly at [redacted] ###-###-#### We regret to hear your frustration; as a goodwill gesture, kindly accept our offer for a one time free service call fee for your next claim. If you would like to accept this offer, you can contact us directly at ###-###-#### Monday –Friday 8am-8pm EST or Saturday and Sunday 9am-5:30pm EST 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]   Please accept the apologies of CHW for any miscommunication or confusion that has occurred. Records indicate that you currently have a one year agreement. A credit in the amount of $375 was placed to the card on file on 8/18/16. Additionally, CHW had been billed for the completion of electrical work that was done. We have since contacted the technician who has advised that there is an appointment pending to complete the work. If you have any questions, please call our 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