Bass Services, Inc.

Complaint: [redacted]
I am rejecting this response because: it isn't true. I looked myself and don't find any pest debris or indication of having pests. I have someone else coming to look at it. He also. Tells me it is highly unlikely this is the cause. There are other complaints from consumers listed on [redacted] for anyone to read. They have have service techs that serve on their complaint board. They need to prove to me their findings. I have the pictures. I want to know why the service man did not show this to me or tell me about it when he was here.
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 claim for  your Microwave unit, we do see that we were offering to pay half for the repair as this was non-functioning due to secondary damage.  CHW offered to pay for the part that was the initial failure.  We also see that on top of the portion that we had agreed to pay, we had offered you a goodwill gesture of $200 that you did refuse and insisted on cancelling your policy.  Since your policy had been opened for more than a month and you did have the first 30 days prior to the start date to review the policy we were able to refund you as per our policy, a pro-rated refund that you did receive.You also did request a written letter of denial and it was provided to you on 8/17/15.  It does state: Dear Patricia Moore,Thank you for choosing Choice Home Warranty to be part of protecting your home from unexpected covered repairs. We appreciate your business.With reference to claim # [redacted] for your Microwave, after careful review of the diagnosis, we have determined that the claim does not fall under the terms and conditions as a covered repair. Therefore, we regret to inform you that we are unable to provide an authorization for the following reason:Please refer to your home service agreement Section Letter F, Number 19. CHW is not responsible for repairs related secondary damage.We do regret any frustration with this claim or for any other claims that you may have had. CHW is in full compliance with our policy.  We also regret that you had chosen to cancel your policy; we did all that we could do for you in accordance with the policy to assist you with this claim.  Again, please refer to Section F. Limitations of Liability #19 to see the exclusion for secondary damage and also Please see Section L. Cancellation for the process of your refund.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us.  We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

Complaint: [redacted]
I am rejecting this response because:
7-8 Weeks to resolve a mechanical issue isn't acceptable, as the delays were not simply a result of parts availability, but also due to the lack of responsiveness and professionalism of the contractors you employ (specifically the first technician who never responded back, wasting about 2 weeks). I also reject the parts availability was an issue here, as the part became "available" within 30 minutes of me following-up directly with the technician.While you may be conveniently in "compliance" with your own contract, the maintenance of a reliable network of technicians and making a good-faith effort to follow up are necessary components of a sustainable relationship with your customers - and that ownership is on Choice Home Warranty. I find it doubtful many consumers would elect to purchase coverage from Choice if they were aware it is "in compliance" with your policy to take 7 weeks to (not) repair something.  In fact, the notion is absurd. Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  your manager first offered $179, then increased it to $230, then afterwards offered a choice of two replacement dishwashers.  The first is a [redacted], retailing for $269, has had reviews stating, "Doesn't clean simplest grime", "Does not clean dishes at all", Dishwasher was terrible", "I can hand clean better than this junk". The [redacted] offered, retailing for $278, has reviews stating, "Got a lemon", "I hope it dies quickly", Didn't work out of the box".  I contacted [redacted] to get information on the equivalent model that I have.  The [redacted] retails for $749 with sale prices in the $629-$649 range.  Your manager also told me that if Choice did replace the motor in my current machine, this appliance would no longer be covered by their warranty!  Thte blurb while on hold with Choice specifically mentions dishwashers as being one of the common applicances that are covered What happened to their Bolded Statement on their website Homepage stating, "Never Pay for Covered Home Repairs Again."?  I hardly think that any of Choice Home Warranty's offers is a viable quality customer service option.  I respectfully request a full refund of my $528 and cancellation of my contract and be done with it.
Regards,
[redacted]

[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:Its clear that there is no real resolution to the issue.  However, to get this resolved, I will accept the response that was provided.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. Upon review of your claim, we do see that the AC system was not covered per our policy Section F. Limitations of Liability #12.  It was explained to us that the compressor was found with open windings which continued to trip the breaker.  This develops with an internal failure due to excessive overheating.  When a unit is not properly and routinely serviced by a licensed technician, the unit will overheat and develop failures such as these.Our policy does allow you to provide us with routine maintenance records as it states below:“12. We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For example, You are responsible for providing routine maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement. In the event a claim is denied, and a customer seeks to have CHW review that denial, CHW has the right to request routine maintenance records in reviewing its decision.”If you would like to provide the records of routine maintenance records to us please send them to [email protected] and our authorization department will review them for a more favorable outcome.Please note our policy Section C #3 that states that if you repair or replace the unit without authorization from CHW, we will not provide any type of funding towards the claim.“…We will not reimburse for services performed without prior approval.”We do regret your frustration however, CHW is in full compliance with the terms and conditions of our policy.Regards,Choice Home Warranty

CHW apologizes if you have received inconsistent information. The information is documented in great detail in the policy. A link has been provided in the previous message as well as a policy emailed and being available online. The information contained there includes all covered and non-covered portions of the policy. Section C indicates that all customers are subjected to a service call fee when a technician comes to the home. This fee is collected by the technician and not paid to CHW. However, in the interest of customer service, a free service call fee has been added to your 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,
Andrea [redacted]

Complaint: [redacted]
I am rejecting this response because: Your In Network failed to do proper diagnose to justify that the failure was cause by moderate build up which caused by lack of maintenance. There is no procedure AT ALL that was done by the technician in order for him to justify or prove that there was a build up. Your technician spent less than 5 minutes in my attic with me, he took a photo of the tank's label and did NOT even touch the Valve and did NOT even Look thru the burner. How can he prove it was caused by lack of maintenance? I had ANOTHER technician today the 2nd technician I hired to check and verify the real cause of the heater problem. He took the burner out and checked the valve's condition. The inside was CLEAN no build up was found. Diagnose was to replace the valve but a unit replacement is still recommended because the water heater unit is ALREADY 10 years old. it has served its purpose. My 2 technicians have the same diagnose. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: This is not proper compensation.  Why would I want to have another repair call from you when the other was a total failure?  I have been treated rudely on many occasions and even lied to.I want to be relieved of the 2 contracts and all of my money returned. One contract has never been used because I wanted it cancelled immediately and was told no. The other has had one repair, which was very unsatifactorily handledand ALL of my correspondence to the president have been ignored for months.
Regards,
[redacted]

Dear [redacted], This claim was handled in accordance with the terms of the policy. Upon review of your claim it appears that in accordance with the policy section Letter D, number 4, Thermal expansion valves are not covered. The policy is referred to above, can be located on our website, was emailed to you on March 29, 2016 and we will be happy to send it to you again.We also provide our customers with 30 days to review the policy and ensure that all is in working order prior to the start 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 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 your compressor and capacitor failed.  The compressor failing was due to the internal windings shorting to ground.  This failure occurs from the compressor overheating, damaging the internal windings and shorting the compressor.  Per the policy, Section Letter A, Number 2, this would not be a covered claim, as it does not constitute a normal wear and tear mechanical failure.  Our Sr. Claims Specialist advised you the outcome of this claim, in which you were not satisfied.  We strive to provide the best customer experience, so as a goodwill gesture, you were offered $200 to assist on this non-covered claim.  You declined the offer, as you stated that you wanted to write a letter of dispute.  Per your request, we emailed you a letter explaining the reason why your claim was not covered, however, we did not receive a letter of dispute.  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 it was not pre-existing the technician came out the first time and said it was a wiring he fixed it and work for a day came back out again and then he said it was a pre- existing which is not true if you wasn't preexisting the first time he came out how is it going to be preexisting   the second time around few days later? 
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 the system was low on Freon.  Your system being low on Freon indicates that there is a leak somewhere in the system.  When the leak is not visible, a technician must perform a leak test.  A leak test would determine the location and cause of the leak, and in addition, the technician would take pictures of the location of the leak, the indoor and outdoor coils, and the model and serial number of the unit.  Per our policy, Section Letter D, Number 4, we do not cover leak test.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 to cover the leak test in the amount of $400.00.  You accepted this offer. Based on the leak test results and pictures 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…”We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear Mr. [redacted],We do apologize for the mix-up, please note that a release agreement was sent to you for the full amount that you have paid for the policy to date which is $437.50.Kindly review your email and send us back the proper document to one of the Customer Advocates that are listed in the email that was sent today the 5th of April.Thank you,CHW

The policy that you purchased is on our website that anyone can view also you could have cancelled the policy for a full refund before the start date of the policy.  If a unit is under manufacture warranty, per our policy that is something that we do not cover.  Your manufacture warranty supersedes ours.Please see Section F. Limitations of Liability 15. We are not responsible for any repair, replacement, installation, or modification of any covered system or appliance arising from a manufacturer’s recall or defect of said covered items, nor any covered item while still under an existing manufacturer’s, distributor’s, or in-home warranty.Thank you,CHW

Dear Mrs. [redacted]We do apologize for the inconvenience this may have caused you.  We have contacted our IT department to remove your information from our do not call or email list.  Please allow one week your information to process. If you continue to receive solicitations,...

please forward the email to us at [email protected], so we could revisit the issue. 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 unit was freezing up, the pressures were low, the unit was low 2lbs of Freon and the coils dirty and damaged by hail.  These failures 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 normal or routine maintenance...”If you would like to further dispute this claim, you can send your proper routine maintenance records to [email protected] for review.  If the records show that the system was properly and routinely maintained, we would adjust the outcome of the claim accordingly.  You also have the option of getting a second opinion at your own expense.  If you choose to take this route, please submit the detailed diagnosis invoice to [email protected] for review.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 our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claim for your Air Conditioning System it was stated by the technician that the unit was missing all of it Freon and it holds about 8 lbs. there was a visible leak on the condenser coil, the compressor had open windings because of this and the technician stated that the unit had lacked proper maintenance. We understand that you have not owned the home longer than 6 months but that still does not change the fact that the unit had a known or unknown issue that lacked the proper routine maintenance that it needed.  Per Section F. Limitations of Liability #12 states that CHW does not cover failures due to a lack of proper routine maintenance..We do regret the frustration that you encountered with the claim however; CHW is in full compliance with the terms and conditions of our policy. Best regards,CHW

Complaint: [redacted]
I am rejecting this response because:  Your employees must not be aware of your process because why would I be told to complete the form and fax it to request a refund. They wanted me to pay $250 for a leak test and I found someone at a lesser price for $85. If this isn't a scam to your customer and your representative is telling you something else. Listen to the phone calls,  you say they are recorded and change your process, inaccurate information given to customers.
Regards,
Sarah [redacted]