Bass Services, Inc.

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  **,On 4/27/16, CHW received an email from you or your wife that stated “I am very frustrated with my policy experience and need someone with some authority to call me ASAP!!! I have been put on hold for 30 min each. I want to cancel based on my mere 7 month (3 claim) experience.”Based on this email, CHW on 5/3/16 contacted you with the phone numbers that were provided to us.  As we were leaving a message, a woman picked up the line and stated that she WOULD like to have the policy cancelled.  A second call was made on 5/9/16 to the numbers that we have on file; we again spoke with a woman who was adamant that the policy was to be cancelled.CHW cancelled the policy per Section L. Cancellations.We do regret your frustration however you did provide us in writing that you would like to have the policy cancelled and CHW even provided you with a courtesy and called to make sure that you wanted to cancel and both times the answer was yes.CHW is in compliance with the terms and conditions of our policy.Thank you,CHW

Dear [redacted],After reviewing the policy that you have with CHW, we do see that on every claim that you have placed, CHW has assisted you according to our policy.  This claim is not a covered claim and as a result, we are not able to provide coverage.  As a goodwill gesture we are willing to provide you with $100.00 to assist with this claim. If you would like to accept our offer, please contact us at ###-###-####.  We do regret that you disagree with the outcome of the claim however the outcome is in compliance with the terms and conditions of our policy.We look forward to hearing from you.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. Upon review of your claim, we do see that you had the unit replaced without authorization from CHW.  This is against how our policy works, per Section C. #3 it states that CHW does not cover any type of repair or replacement without authorization.  You are requesting funds in the amount of $5500 which is over the CAP amount that CHW has as it states in Section F. Limitations of Liability #19.As a good faith offer to resolve this for you, CHW did offer you $300 however due to the fact that you did decline this offer, we are offering you a full refund of the paid policy for this policy.  If you would like to accept the offer we ask that you contact our customer service department and they will have a release agreement sent to you via email. Please call ###-###-####.If you do not wish to have a full refund of the paid policy, our offer of $300 is still available. 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: They did not provide information at the time of the agreement . Several hundred others have also made complaints about this c0mpany to Revdex.com  
doesn't look like I AM THE ONLY ONE WHO THINK S THEY ARE DISHONEST SM
Regards,
[redacted]

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:
No confirmation received from you. Did you notify the technician? I never heard back from the technician that you approved nor did I get a email with the work order. 
Regards,
[redacted]

Dear [redacted]
We are happy to hear that the tech is coming back to assist, in our system we do show that there are two claims for the garage door opener. Please be advised that one that is open we did receive a call back from the technician and the diagnosis stated that the unit is working however the remote, transmitting device is not. Per our policy, Section D. #15, this would not be something that CHW covers.
Kindly contact us at ###-###-#### and we can explain more to you in reference to this claim.
Thank you,
CHW

[redacted],We do regret your frustration and we will document the claim for our Quality Control Manager to review.  We do not want any of our customers to feel unappreciated with our company.We look forward to assisting you with your next claim.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. Upon review of your policy which started on 6/1/15, we see that you have placed several claims for the AC system; one of them was placed 7 days after the policy began.  CHW did provide you with a goodwill gesture to have the unit repaired even though this would have been a non-covered claim due to pre-existing issues.  Per our policy, Section A. Coverage #3 states that all units must enter into the policy in working order.  The last claim that you had placed was for the AC system one year later on 6/14/16, stated that the unit was not cooling properly again.  CHW did dispatch a technician to your home and it was advised to us that the unit had a failure with the condenser and it was not installed properly.  The second claim that you placed was on 2/18/17, you stated that the unit was not cooling properly. Once the technician completed a leak detection test it was explained to CHW that all the Freon leaked out of the unit which was caused by an area that was rusted. Per our policy, any failures that are caused by rust or corrosion would not be covered.  Please see section F. #1 as well as #8.As a goodwill gesture, CHW did offer to assist you with funds in the amount of $300.00 to go towards this claim however you advised us that you wanted to ‘think about it”.  Once  you have your decision, please contact us at ###-###-####.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.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]

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.

[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]

Complaint: [redacted]
I am rejecting this response because:I have now had three additional repairmen look at my unit. Everyone said the unit got heated because something was wrong first. The heat was secondary to what was broken. Secondly my contract does not say overheating in the exclusions. I understand this company has numerous complaints because they find some obscure loophole or excuse not to pay. If my repair had been something simple they would have done it no questions asked but because I need a whole new unit they find a reason not to pay. 
Regards,
[redacted]

Dear [redacted]We regret to hear your frustration and dissatisfaction with CHW. Please be advised that [redacted] was dispatched and an appointment has been set at October 27, 2017 between 3pm and 8pm EST.  You advised our Sr. Claims Specialist that you were not...

happy with the technician who was assigned to you.  Please note, that our Reimbursement Process is an incentive to our customers, if they choose to use their own technician.  If you prefer to use your own technician, the process is as follows:• We reimburse at OUR rates if the claim is a covered failure• You must pay the technician up front, in addition to the SCF• Your technician MUST call authorizations prior to doing any work to complete the repair for approval• Authorization Hours are as follows: Mon-Fri 8AM-7PM; Saturday and Sunday 9-5:30PM EST.• It takes 2 days to process the reimbursement upon receipt of form• It takes 30 days to process the check FOR COVERED CLAIMSWe 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 note that you are entitled to a second opinion at your own expense.  If you choose to get a second opinion, please submit the paid invoice to [email protected] for review. If the diagnosis is different, we would adjust the outcome of the claim accordingly.  We strive to provide the best customer experience therefore as a goodwill gesture, we have applied a onetime free SCF onto your policy. Regards, CHW

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

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]

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 claims shows that it was processed properly. The parts that are needed to fix the dishwasher unit are no longer available. As indicated in the policy, 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….”. CHW doesn’t pay for a new unit, however, a payment in the average costs between parts and labor. This is why you were offered the $300 to assist with the purchase. As you have stated also, the policy indicates that, “…we are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color…”. The rates that you are provided are those of CHW which is the contractual agreement. If you would like to have the $300, please call the customer service team at CHW at ###-###-####.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   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, We are Requesting ALL Monies Paid to CHW Due to Fraud.  This Rip Off Company is not Qualified to Offer Us The Services Advertised During Their Solicitation.  ALL of Our Appliances are STAINLESS Steel G E Profile.
[redacted]