Bass Services, Inc.

Your account is canceled and there were no funds as the charges were disputed. Please check with your bank for the funds. Regards, CHWe...

Complaint: [redacted]
I am rejecting this response because:
They were going to fix it until they discover it would cost more than it was worth. We never got any emails with a policy. We want all our money we gave them or we will pursue the matter to any attorney.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I attempted to get a second opinion while the policy was active but was advised that I could not. This is why I canceled the account. I could not rationalize paying for a product that provided poor service from a vendor and customer service experience. I am not surprised by the response from CHW and will ensure that I aware and family members or friends of my experience with them. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Contrary to this ridiculous response from Choice Home Warranty, I did, in fact, send copies of all requested information.  I had my current maintenance company [redacted], provide me with details of every service they performed (twice per year) over the last two years.  I was told I needed 3 years of service records so I contacted my previous service company, [redacted], who also serviced my equipment twice per year, provide me with their records, which they did.  I sent those to Choice Home Warranty and their was no returned call....as usual.  Finally, the GM of [redacted] actually contacted a manager of Choice Home Warranty and gave him all of the information they claimed they needed over the phone.  Your comments that I did not provide the information you required is either the result of a gross, incompetent investigation of the facts or a total lie.  Unless you have performed a "[redacted]" with the e-mails and the scanned attachments, the material you say has not been provided, is THERE.  Fortunately, I have copies of all if needed in the future.  When I think of the hassle and time I, and the people with the two heating and air companies, spent getting this information collected, scanned and e-mailed to your many, many representatives, I want to scream.  You claim to be Customer Service oriented but you are anything but.  Honoring this claim is the legal and correct action to take at this time.
Regards,
[redacted]

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

Complaint: [redacted]
I am rejecting this response because: I have repeatedly tried to convey to CHW that the diagnosis was INCORRECT! You Sr. Claim Specialist advised me to get a second opinion if I did not agree with your diagnosis. This is exactly what I did and this is how I know that the diagnosis that you came up with was not correct. I asked you to provide me proof from your technician verifying the diagnosis but of course that could not be provided. It has been one excuse after another. The system was NOT "leaking from a factory weld on the condenser."
Regards,
[redacted]

Dear [redacted]We regret to hear your frustration.  Please submit your paid invoice to [email protected] for review.  Once we have reviewed your invoice, we will contact you with an update.Regards,CHW

Dear [redacted],I do apologize, in your last response you stated that you had cancelled checks.  That was taken out of context mistakenly.  We do see that you have paid the technicians for the claim.CHW received the pictures and as discussed with you, the picture with the red paint was something that you advised us was a repair that the technician did to seal the unit for it not to leak.  This seal did not hold and is not a proper repair. Per our policy, Section F. Limitations of Liability #11 states that we do not cover failures from previous repairs.  We did inform you that we didn’t have the reason for the crack in the furnace and we do not consider this to be normal wear and tear.As a good faith effort to assist you and due to the fact that you disagree with the outcome of this claim, and do not agree with the terms of the policy; CHW is offering to provide you with a refund of the paid policy in the amount of $530.04.If you would like to accept this offer, please contact us at ###-###-#### and we will send you a release agreement to sign and once we receive that back, we will then provide you with a refund.Regards,CHW

This is the follow up the previous complaint that I filed complaint # [redacted]. After I received response from Revdex.com that Choice home warranty responded,  I have been  on the phone from Monday thru Friday and ended up cancelling the policy and get the refund for 330 $. I want to everyone to know that this home warranty is scam and never get into the home warranty. I will tell you what happen after I got the response from Revdex.com.  When I called choice customer specialist with # ###-###-#### and she asked me that If I still have problem with air condition. I said yes because previous technician said there was no mechanical failure they acted what they did and she called devoted care technician who she said previously came out. But Mr [redacted] from [redacted] came out last time that he was working for devoted care but he is not working for devoted no more. Mr [redacted] came out and on the phone with customer specialist and authorization dept, customer specialist. When he talked to customer specialist, he was telling the technician If he gets the condenser unit from Lenox Can the technician installed it into the 24 year old air condition? The technician said No. It does not make sense to put the condenser with 24 year old which has freeon old type whch will be disappeared  in 5 years.  Authorization specialist transfer the phone to customer specialist and she stated that ii is non covered and they will send me the check for 250 dollar. I told her that I want to cancelled right away, she transfer me to cancellation dept. I spoke with Person name Teeyah and she was telling me that instead of cancelling the policy, she know that it is not covered item and she will work with me and wait for a week and If I call next time I can call with ###-###-#### and anyone from her dept can talk to me and she will put the note what happen. So I waited 1 day and I called 8-11-2017 and I spoke with ###-###-#### another person pick up the phone, she also said that they will pay me only 250 dollar. Previous Mr [redacted] wrote invoice that it will cost 2300 dollar, If technician called 1500 -2000 dollar they may consider. She changed her word that they will only give me 250 dollar. I told her to canccell policy, I paid 6/9/2014 to 6/9/2015, I paid 430 dollar and 6-9-2015 I paid for 6 years 1750 dollar ( According to sales person, If I paid Upfront for 5 years It will be covered 6 years ) So I have coverage from 6-9-2015 to 6-9-2021. If I cancelled policy righgt now, I will get 330 dollar only. They deducted all the technician came out this year. Even if you prorated 6-9-2015 to 6-9-2021 , I started with choice from 6-9-2014 to 6-9-2021. I paid 430 dollar for 1 year and I paid 1750 for 6 years total  I paid 2180. It has been 3 years and 2 months. 2180 % 7 = 311 dollar every year deduction should make. I should get refund at least 1558 dollar. But they said I will get refund 330 dollar. After I talk to her for 30 min, I got really frustrated I told her to cancelled and I do not want them to 250 dollar check. I hang up the phone. Choice called me with my cell phone 5 minutes later . She said that they are not going to pay 1500-2000 dollar, she was asking me the price that I am going to accept, I told her to pay me 1000 dollar, she put me on the phone with someone else, she did not want to pay 1000 dollar, offered me 500 dollar. At this moment, I got really furious, I told her to cancelled policy right away. I want everyone to know home warranty is scam.

[redacted], We do show that the amount of $443.52 has been credited to your policy as of 3/17/16; this did go back onto your credit card ending in [redacted] that had an expiration of 04/17.  If you would need further information please contact us and we would be happy to provide any further information that we have.  As stated this was credited to you on 3/17/16.   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. Choice Home Warranty would never want you to be upset with the technician that comes to your home nor do we condone any rude behavior.  We will report this to our Vendor Relations Manager who will then speak with the technician about his manner and tone. 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.  You purchased your policy March 11, 2017 which became effective after the 30 day waiting period, April 11, 2017. You placed a claim on April 17, 2017, stating that your unit starting making a noise and the last time it was working properly was April 16, 2017. Based on the diagnosis that we received, it stated that out of the 7lbs of Freon your system can hold, it was missing 4lbs.  This indicates that there is a leak in your system. This Freon leak would not have developed in the life span of your policy. Per our policy, Section Letter F, Number 1, we do not cover “…known or unknown pre-existing conditions…” Our Sr. Claims Specialist advised you about the outcome of the claim, in which you were not satisfied and requested to cancel your policy. Per your request, Choice Home Warranty has cancelled your policy.  Please allow 7-10 days to receive your refund. Regards, CHW

Complaint: [redacted]
I am rejecting this response because: prior to the air conditioning problem  the year  before  that is was serviced.. but when your people came out last year they say it wasn't anything wrong but a little low he should have checked into that then if it was a little low and still did not put anything in there and 6 months later it's empty he should have seen that last year... 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I replied to Choice home warranty asking for funds for the repair of the oven with the proof that I have coverage from an existing company [redacted] for four years. I was happy with that company .Choice offered a better rate,So I purchased an agreement . Now , They are implying that my oven was not working to full capacity during the time of enrolling into their contract agreement. I would have used my old company. Choice offers low introductory agreements and states preexisting problems to avoid the repair( all appliances are new in the beginning )until they are used .Choice offered to return  my contract fee. I wrote a request on my document and had it notarized another fee as they asked .The never offered an additional  one hundred dollars to also help with the repair .My question is  can they take away my constitutional right if one is dissatisfied with a company's service. I will except my $ 375 plus the addition assistance . I am sending a copy of their document that I modified .[redacted]
Regards,
[redacted]

Dear [redacted],Please note that our decisions are based on the outcome of the claim and our policy.  Therefore, based on the diagnosis stating that the fan failed, it has been determined that the failure could not occur in short lifespan of the policy.  The outcome of the claim remains non-covered.  Please understand that no further action will be taken as your policy has been cancelled, per your request. 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 [redacted].   Upon review of your policy it appears that we are awaiting information to be able to provide coverage as a goodwill. In accordance with the terms of the policy, section Letter A, number 3, the policy doesn’t cover any known of unknown preexisting conditions. However, in an attempt to provide continued great customer service, we are offering a goodwill payment. 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

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 claim that was placed shows the claim was processed properly. The claim was partially covered. The PCV re-piping was covered. However, the multiport valve and electrical whip weren’t covered. Customers do not speak directly with the authorizations team at CHW. Technicians are able to speak directly with the authorizations team as they are trained to be able to speak with the technician to confirm the diagnosis that is reported. You indicated during your conversation that you would be obtaining a second opinion. This is something that can be done at your expense and that technician can call CHW directly to speak with the authorizations department to allow the claim to be reviewed.   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 [redacted].   Upon review of your claim, it appears that you needed to have more than one item cared for. The policy indicates that there is a Service Call Fee for each claim. Based on your request, you would like to have your policy canceled and all monies refunded. In order for us to meet your needs and handle your request, please call our customer service team directly to understand the guidelines relating to a Release Agreement. We look forward to speaking with you, please call us at [redacted].   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. A review of the claim shows that it was processed according to the policy.  Based on the diagnosis that we received, it stated that the condensing coil was leaking which was caused by 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 normal or routine maintenance...”  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 offered $160 towards the repair.  You accepted this offer. 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. Based on the diagnoses that we received from both our technician and your technician, your heating system is currently operating and suffers no mechanical failures.At this time, no further action will be taken as there are no failures...

reported. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW