Bass Services, Inc.

Complaint: [redacted]
I am rejecting this response because:  It is both false and defamatory.Every effort has been made to accommodate Choice Home Warranty.  The company was advised on February 22 that the consequence of continued failure to account for falsified repair charges could be resort to mandatory arbitration, as specified in Section G of the warranty.  On March 7, the company was formally notified of intent to arbitrate and given 30 days to mediate in good faith, in accordance with Section G.  Choice received formal communication from AAA on April 27.  CHW could have acknowledged this filing at any time, rather than pleading months later that it should have an opportunity accept going to AAA.  The process of notification, opportunity to mediate and subsequent filing is laid out in the warranty, and was followed.It is correct that I signed a release for the remaining claim of $1023.50 after the company refunded $232.50 of the wrongful charge of $1256.  By terms of the release agreement, CHW was to pay $500 within 30 days of the release date - March 18.  However, conversations on March 31 revealed that CHW did not ratify the agreement, and I notified CHW by email this breach nullifies the agreement.  In any event, no payment was received within the specified time period.  The agreement is void.No goodwill gesture has been offered, and inflammatory remarks like "false pretenses" have the opposite effect of goodwill.  Since CHW breached the release agreement, full refund of wrongful charge is required. 
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].   A request has been made for the cancellation department to reach out to you to resolve the issue with the request to cancel your policy. CHW values all customers and apologizes if you received rude treatment. This matter should be resolved shortly.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

The Customer Relations Manager called to follow up with the customer to ensure the dishwasher was already repaired as the claim was approved and payment has been made to the technician. Per Ms. [redacted] the dishwasher is fixed and working.  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]. Upon review of your policy, we do see that you did not want CHW to send out a technician unless we would provide you with a new unit.  CHW cannot guarantee that the unit would be fixed or replaced without diagnosis of the unit.  We also see that you placed a claim stating that the date that the unit failed was before the start date of the policy and then you chose to cancel the policy with us.Per our policy, Section A. Coverage #3 states that all units must be in proper working order on the start date of the policy.  We do not cover failures that are pre-existing to the start date.We do see that per the policy, Section L. Cancellations that you have received a pro-rated refund. We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy. Regards,CHW

[redacted]We do apologize for anyone in our company being rude to you.  CHW doesn’t condone this behavior and we have advised the VP of Operations about this situation.  We are going to provide you with the refund that we did agree to in the complaint, the amount of $280.00.This amount will be refunded back to the credit card that we have on file.Respectfully,CHW

Complaint: [redacted]
I am rejecting this response because: Choice doesn't have any grounds to deny this claim.  The tech they sent to my house told me it was well maintained! He has told me this over and over!  He showed me what to look at in order to tell if the furnace was well maintained.  He came back a second time Tuesday, the 3rd, to take pictures to send to Choice Warranty in order to prove his case.  The tech that they sent is Steve from ** [redacted] 63701 phone number is ###-###-####.  I just don't understand what is going on with this claim. Steve told me he told the company it was well-maintained and that they should replace the unit.  I called Choice Warranty yesterday and they claim they never received the pictures that Steve told me he sent the company.  This is really a strange situation!  Please help me resolve this matter.  I thank you again for your help.  If you have any questions please call me at ###-###-####.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The reason they rejected the claim for the first time (rust and corrosion). There was no evidence for the same. Their own technician did not know where the leak was and if there was a leak. It was assumed that since the Freon was low there was a leak. Their own technician gave the solution to replace the coil. After I requested evidence for the leak they said I can get a second opinion. When I got the second opinion and provided evidence that the condenser was damaged and locked and had to be replaced. They did not respond for over 20 days. I did not have an option, but to replace it. Before I replaced it I provided information on diagnosis from the technician and also indicated when I was moving forward to replace it. I was informed that I had a cash out option available. Which meant that I would move forward with the repairs and Choice Home warranty would reimburse the repairs. Choice home warranty has done so for at least my last 2 claims, including my dish washer and my washer. I as I was told to do the second opinion and repair. I went ahead and did it. Now they are back tracking and making excuses. Such as there is no diagnosis, when I asked what they needed. They had no answer.  But started saying that such appliances can work for 20-40 years. I have not known of any a/c system that has worked for over 15 years. But the manager said that they do. Also he was telling me how aluminum also gets corroded. If that is the case then why did the choice home warranty technician when they came to check my a/c two years ago not take all the steps to protect the a/c system. It was their own technician that had fixed it. Last time they came and just added the freon and left. I am not asking for more than what they claim to be peace of mind. There is no peace of mind when they reject a claim to replace a non working appliance which has an average lifespan by the manufacturers for 10 years has now outlived it years my six more. I am not saying that we have to replace a system, but when their own technicians are not willing to repair it and you start playing such games to reject claims we dont have an option.  My house has only one a/c unit. When it stopped working the temp in the house went up to 100 degrees. Do I wait to take care of my house and my family or wait to receive a response from you. You company and technician should have know that the house had only one system. if you truly claim to be customer friendly. Why did you not recommend what should have been done rather than ask us to get the second opinion. You could have sent your own second technician.  Why did you ask me to do so and now say you will not pay for the repair. You are contradicting your own statements. One you say the claim is rejected and then you say you offered $150 as compensation? Do you think we are beggars? The reason we buy post manufacturer warranty is before appliance has limited life. Not to hear your ridiculous excuses on why a claim is rejected. And if you reject at least provide evidence. Your own technician said they cannot find the leak and dont know if there is one or not. That is why you said get second opinion. That means that you agreed that your technician may be wrong and hence you request us to get a second opinion. When we did. You never responded to the information that was submitted. Only after I sending repeated emails that you responded. Now you are saying since I did the repair you will not consider the cash option and offer me $150 as customer compensation. That doe snot make sense. If you can get an a/c system repaired in $150 why did your technician not do it in the first place or recommend it.  The delay in your process is what has caused me $4600. I want my full compensation for the repair or the allocated cash out option. Thanks.
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].   We would love an opportunity to speak with you. We have been following up on the issues with the technician and have reported this to our Territory Manager. Please call our customer service team directly at [redacted].   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Complaint: [redacted]
I am rejecting this response Complaint: [redacted]I am rejecting this response because: Your wording in the contract is so vague you can and obviously do reject with no real basics. You are a deceitful company and I will be letting everyone I can reach know about your business practices. I cashed your check as my lawyer states it is useless to proceed with you on this matter!tt Regards,[redacted]
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 diagnosis that we received, it stated that burners were dirty and burned the wires.  This was caused by a lack of proper routine maintenance. Per our policy, Section Letter F, Number 8, Choice Home Warranty is not liable for the repair of conditions caused by “…failure to clean or maintain as specified by the equipment manufacture…” We regret to hear that you wish to cancel your policy with Choice Home Warranty.  If you would like to move forward with cancelling your policy, please contact our Customer Solution’s Department directly at ###-###-#### 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

Dear [redacted] Sr,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, you purchased on 8/24/15, it did go into effect on 9/24/15 and you did place claims on 1/14/16 for your septic system, on 1/15/16 for your plumbing system, on 1/15/16 for your limited roof leak and a second one for your roof on 1/18/16 but you chose to cancel the policy and therefore we would not be able to provide you with the service.  Per our policy, Section L. Cancellations states that any claims paid there would be 5% deducted from the refund that you receive plus you would pay an administrative fee of $50.  Please read below from your policy: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.Also, since you had cancelled your policy before the check of $45 had been sent to you, this was not deducted from the refund and will not be sent to you.  Choosing to cancel the policy with us would mean that we would not continue to cover any items in your home and we would not pay for a technician to come to the home as well.We do regret your frustration however, we do see that you did receive the policy and were able to access it online as well as in your customer account center.  We provide all customers 30 days prior to their policy begin to review the policy and make sure that all units are in proper working order.  Only within the first 30 days of purchase can a customer cancel and receive a full refund.CHW is in full compliance of our terms and conditions of the 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 [redacted] Upon review of your claim, I did not offer you a reimbursement of what you spent on fixing the unit due to the fact that the unit came into the policy not in working order.  Our policy clearly states that all units must enter the policy in proper wat there was a bad compressor, it also had a line restriction in the Freon line.  Upon entering the policy, we do not do an inspection, we expect our customers’ to have all the units in their home checked before the start date.  If this was done, according to our technicians, this would have been foreseen; therefore it is a pre-existing condition per our policy’s start date.The second claim that you placed for your AC System a few days after the first claim, you stated that the unit would not cool.  The technician that went to your home advised us that the unit had bad windings inside the compressor this was due to a power surge.  We advised you that per our policy, failures due to power surges are not covered and also this failure was caused by a lack of proper routine maintenance, the pictures that were provided to us show dirt and debris stuck in the unit which cause a unit to overheat and over-amp.  This is an internal failure which is not covered per our policy Section F. Limitations of Liability #12.  Also, this failure could not have occurred within the amount of time you had your policy with us. Please see Section A. #3 as well as Section F. #1.I did offer you a full refund of your policy as goodwill gesture because your claims were not going to be covered due to the restrictions of the policy.  I wanted to be able to provide you with a good faith offer since these claims will not be covered and if you chose to keep the policy, you will have to show proof of repair for both.  The release agreement is however the only way that we can provide a full refund without the terms of Section L. Cancellations and this would have provided you with a refund rather than none.  If you were to cancel the policy as of today, your refund would be $49.13, rather than provide you with the pro-rated amount I offered to provide you with a full refund of $585.00 but if you were to accept this agreement, it would be just that; an agreement which we do require a We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Thank you,[redacted]

Please call CHW directly to request to have your account canceled. Please refer to section Letter L of your policy. You may call the customer service team directly at ###-###-####. 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] In reviewing your claim for your Air Conditioning System, we see that the claim was not covered due to the failures of rust and corrosion.  Per our policy stated below, CHW does not cover any failures that are caused by rust or corrosion.  Please see section of the policy:  Section F. Limitations of Liability #1 & #8. States 1. 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 8. 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. CHW did offer to provide you with a goodwill gesture due to the fact that you disagree with the outcome and hence the policy.  We offered to provide you with $385 but your policy would then be terminated.  We requested to terminate the policy because we do not want to have customers that disagree with our policy. Please note any unit that has a failure due to rust or corrosion will not be covered under our policy.  This isn’t insinuating that this was your fault; this is stating that this is something that we do not cover. The offer that was provided to you was to assist you since you disagree with our policy. We are very sorry for your frustration with this claim; however we are in compliance with the terms and conditions of our policy. Regards, [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 policy, I do see the claim that you have placed on 05/12/15 for your microwave unit. I do see that the technician stated that there are parts that were needed to have the unit fixed but these parts are no longer available.  Per our policy, CHW has the right to offer you funds in lieu of repair. Please see Section F. LIMITATIONS OF LIABILITY16. 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.Since the parts are no longer available, CHW did offer you $66 towards the parts of the unit and then we increased it to $200.00.  You did accept the offer but then stated that you wanted to cancel your policy.  Per our policy, if you are a monthly customer and have not paid upfront for your policy, there would not be a refund.  Per our policy, Section L. Cancellations (below)- CHW states that you agree that if a policy is cancelled you would be given a pro-rated refund of the money that you paid for that contract term.  Also, a fee of $50 would be charged to you to terminate the policy prematurely.  Since you chose to cancel the policy, CHW is not responsible to pay you for this claim.  We are not charging you the administrative fee and are not charging you for the $324.00 of claims that we have paid out for you In the past.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.Also, since you have cancelled, CHW would not be able to refund any amount because the policy itself has been cancelled.  We do apologize for your frustration with this claim; CHW is in compliance with our policy. We do appreciate your feedback as this does help us with our customer service and service providers.Best 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/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 rust/corrosion found on the evaporator coil that caused the coil to form holes which led to the Freon leak.Per our policy, Section Letter F., Number 1, CHW is not liable for “…malfunction or improper operation due to rust or corrosion of all systems and appliances…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied.  We strive to provide the best customer experience, therefore, as a goodwill gesture we have applied a onetime free service call fee onto your policy; this can 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 www.choicehomewarranty.com/useragreement. We regret to hear your frustration.   Please note that your claim is currently under review and we have placed a request to have the outcome expedited.  Once the outcome is received, we will reach to you immediately.  Please note, that our managers return phone calls in the order that it was received, therefore, we apologize for the delay.  A manager did give you a call on June 27, 2017 at 12:21pm and left a message to return the call.  We appreciate your patience, and have added a one-time free service call fee to your policy.Regards,CHW

You are invited to submit a second opinion to be reviewed by the team. Please have your technician call CHW directly with the information that is needed. The authorizations team can take the information and have the claim reviewed. you can reach them at ###-###-####.   Regards, CHW

Dear Mr. [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 claim shows that it was processed according to the policy.  This was a partially covered claim. We received the diagnosis, which stated that the “tub sprout was leaking” and the “fill valve” for the toilet needed to be replaced.  We covered the fill valve for the toilet, however, the tub sprout was not covered. Section Letter D, Number 8 of the policy states that fixtures are not covered. Choice Home Warranty spoke with you about the outcome of the claim, in which you stated you understood. We received a call from you where you did advise us that the technician busted a pipe, which in turn created a leak.  Section Letter F, Number 19 of the policy states “...We are not liable for the negligence or other conduct of the Service Provider…” You also informed us that the technician did agree to come back to your home to make this repair.  Choice Home Warranty strives to create the best customer experience, so we contacted the technician in regards the busted pipe and your concerns.  The technician did advise that he planned on coming back out to your home to make the repair, however, you were not responsive to their phone calls. On behalf of the technician, we also tried to get in contact with you numerous times, however, you were no responsive to our phone calls.  When we finally got in contact with you, you informed us that you already got the work done by another technician.  You also informed us that you would be sending the invoice to technician. Below is the phone number to reach them and they can provide you with their address in which to send it to; ###-###-####We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

I am rejecting this response because: I understand and respect your agreement.  When I purchased this protection, it was over a month before the breakdown occurred.  The unit was working at 100%.  There were no problems at all with the dryer.  Normally things break down with time, and this dryer did.  I've never once claimed that this dryer was brand new. As far as yours and my knowledge goes, this machine was operating at 100%.  Common sense can tell you that sometimes things just happen.  This is one of those times.  I called to cancel my contract and they wanted to charge me approximately $200.  I would like either a full refund or my machine fixed.