Bass Services, Inc.

Complaint: [redacted]
I am rejecting this response because:
The parts are available from the stove manufacturer. See attached email which I provided to CHW I do not have any parts for the large pan sensor element, I do have a replacement element and switch kit that can be used, this is part number [redacted] and the list price is $364.00 US.  The other switches are part number R6346, the list price is $250.00 each.  The indicator lights are part number 6171 and they are $13.00 each.  You can order these by calling our Parts dept. at [redacted] From: [redacted]] Sent: Thursday, July 21, 2016 5:47 PMTo: [redacted]Subject: Re: Heartland 6100 I need 3 switches and 2 indicator lights. The switches are for the griddle, the large eye and one small eye. The indicator is for the oven and the griddle Sent from my iPhoneOn Jul 21, 2016, at 8:21 AM, [redacted] <[redacted]> wrote:What parts are you asking about for the 6100 model? [redacted]Tech SupportAGA MARVEL[redacted]----------------------------------------------------...⇄ | W. [redacted]  [redacted]  [redacted]  [redacted]  [redacted]  [redac...⇄ />  This e-mail message may contain legally privileged and/or confidential information. If you are not the intended recipient(s), or the employee or agent responsible for delivery of this message to the intended recipient(s), you are hereby notified that any dissemination, distribution or copying of this e-mail message is strictly prohibited. If you have received this message in error, please immediately notify the sender and delete this e-mail message from your computer immediately without retaining any hard or electronic copies.This e-mail message may contain legally privileged and/or confidential information. If you are not the intended recipient(s), or the employee or agent responsible for delivery of this message to the intended recipient(s), you are hereby notified that any dissemination, distribution or copying of this e-mail message is strictly prohibited. If you have received this message in error, please immediately notify the sender and delete this e-mail message from your computer immediately without retaining any hard or electronic copies.
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 claim it appears that your claim was processed in accordance with the policy as outlined in section Letter F, Number 12 due to lack of maintenance. Although not a requirement, we invite you to send in your maintenance records for review and perhaps a more favorable outcome of your claim. You can submit this information to [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 because:  The unit was 15 years old and so as far as the outside unit is concerned, there will always be some rust areas visible.  There is no way around that with any outdoor metal appliance.  The freon leak was located by my ac technician and it was on the inside unit.  The leak location did not have any rust and was not a part of the problem with the unit in any way.  I have a statement signed by [redacted] who has since replaced my bad unit. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:You have records of all the issues as I stated in the original complaint. You are procrastinating. It appears we are wasting each others time just going back and forth. A fair settlement was all I was asking for. 
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 unit shorted to the ground.  CHW’s authorization department did a careful review of the claim and they determined that the compressor of the AC systems failures had failed due to the internal windings making the unit short.  These types of failures are from the compressor overheating which damages the internal windings and shorts the compressor.  This mechanical failure is not a failure that is considered to be normal wear and tear. A technician that sees a unit such as this on a daily basis would consider this normal however a unit that shorts to the ground is caused by a lack of proper maintenance, lightning strike, power surges, acid in the system that burns out or it could have been the Freon, all of which would not be covered under our policy.We do see that you have cancelled your policy with us and as a good faith gesture since we are not able to cover this type of failure, we would like to offer you a full refund of the paid policy in the amount of $183.75.  If you would like to accept this offer, kindly contact us at ###-###-#### and our Consumer Advocates will send you a release form in order for us to send the funds back to the credit card that you used to sign up with, if you do prefer a check, kindly advise our customer care specialist and they will advise the Consumer Advocates.CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Complaint: [redacted]
I am rejecting this response because:The Mission statement that Choice Home Warranty sent is the same lies that they sent to hundreds of customers that complained to the Revdex.com in Edison New Jersey.I have not reached a mutual agreement with Choice Home Warranty.  I wanted a refund of my $400 contract since are a dishonest company who does not provide piece of mind or any home repairs.  After I waited a week with no contact from my local repair service or Choice Warranty I called them.  They informed me that they would not repair my air conditioner for several reasons all were lies.  I called them back the next day and Hosie in claims said he by contract they did not have to repair my unit.  However, in good faith he would provide M&M a compressor but I would have to pay M&M the labor to install it, the cost of a new fan and labor to install it.  This would cost me about $1500 out of my pocket.  I also had to sign a RELEASE AGREEMENT before he would provide the compressor.  Over the next week I called Hosie and left messages but never received a call back.  I have not received any information from Choice Home Warranty until I filed this complaint with Revdex.com.  This message was the first time they have said anything.  I did not agree to the $1500 cost or to sign the RELEASE AGREEMENT.  Matter of fact Hosie said if I did not sign the RELEASE AGREEMENT he could not provide the compressor.What I want is a refund of $400 for the contract we had and service they never provided. Choice Home Warranty is a very dishonest company.  As a disables vet who belongs to 10 of the biggest Military Associations in the US and attends yearly reunions at almost all of them.  I will make an effort to notify all my vet brothers of this dishonest company at our reunions.  I am working with my Associations to add a place in our Quarterly New Letters so we can complain and inform other vets about dishonest companies like Choice Home Warranty.  My next reunion is Special Operations Association in Las Vegas in October this year.  I am currently a member of the following: Special Operations, Night Stalker, Vietnam Helicopter Crew Members, Vietnam Helicopter Pilots, 101st Airborne Division, 1st Cavalry Division, 187th Airborne, Arizona Airborne and Desert Special Forces Associations.  We also travel with a fifth wheel across the US and I plan on having some new signs about Choice Home Warranty placed on my unit.  
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 our web site at http://www.choicehomewarranty.com/user_agreement.php.
CHW provides our customers’ with 30 days to review the policy and ensure that they have reviewed the terms and conditions. If you disagree with the terms and conditions of our policy, then you are able to cancel it before the 30 days. However if you chose to keep the policy, it is understood that you have read the terms of the policy and understand that all units must enter the policy in proper working order, you understand that all items, units and appliances have exclusions. Our policy was sent to you before the start date via email and mail and as it is stated above, you are able to see it online. CHW does cover failures that are located in the policy as covered and as stated in Section D. Coverage #7 states, we do not cover failures that are caused by power surges.
Anytime a claim is placed and a service provider is sent to your home, you will be charged a service call fee. The customer service department are not made up of technician’s and do not know if the issue you are calling about is covered or not until a diagnosis is completed and provided to our inside technicians.
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy.
Regards,
CHW

Dear Joel Dean Beard,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 .  I do apologize that you are upset about the unit not being a covered claim.  Our authorization team has advised us that this is not a normal wear and tear that a dishwasher would do.  I do see that we did give you a goodwill gesture towards the unit to help with the purchase of a new one.Thank you for your feedback as this helps us improve our customer service.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.  This was a covered claim.  Based on the diagnosis that we received, it stated that there was a bad breaker in the panel along with a bad GFCI in the kitchen which needed to be replaced.  The technician did make this repair on 9/17/17.  If this repair is still not functioning properly, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm EST.Please be advised that you did place a dishwasher claim in which we dispatched a technician, however, you did not schedule an appointment.  CHW never received a diagnosis for your dishwasher nor did we approve the purchase for a new dishwasher.  Per our policy, Section Letter C, Number 3, CHW “…will not reimburse for services performed without prior approval...”  Therefore CHW will not reimburse the funds you paid for your dishwasher.  If the technician did advise you to purchase a new unit, you may contact him at [redacted] at ###-###-#### to dispute those funds.  Please see our policy, Section Letter F, Number 19, where it states that CHW is not “…not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performance…”As a goodwill gesture, we have added 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

Complaint: [redacted]
I am rejecting this response because: CHW's technician has failed to return the stolen part.  A police report has been made.  CHW's technician has not cooperated in returning the part nor has he provided the statement that CHW's office negotiated in an effort to resolve the denial for the claim with my second warranty company.  CHW has ignored the irreparable harm suffered as a result of it's techician's actions.  My second warranty claim would have covered the unit.  The claim was specifically denied due to missing parts.  Now I am placed in a position to replace the unit in the amount of $6500.  The mere service fee replenishment was an insult.  CHW should contact their technican to determine why he engaged in bad practices.  At this juncture should the technician arrive at my home charges will be filed for trespassing as he cannot be trusted and already stole from us.  CHW is responsible for my out of pocket expenses.
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].   The claim that was placed was processed per the policy. The compressor of your unit failed due to the internal windings shorting to the ground. This failure occurs from the compressor overheating, damaging the internal windings and shorting the compressor. According to section Letter A, Number 2, CHW is only responsible for repairs related to normal wear and tear. This is not considered normal wear and tear. However, you indicated in a conversation on 8/29/16 that you would be obtaining a second opinion at your own expense and would be reaching out to CHW for a review. Once you have obtained the second opinion please have that technician call CHW to provide the diagnosis for a review of your non-covered claim. Please call the 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]
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 claim, we do see that the technician advised CHW that the actual tank would have to be replaced. Per our policy Section D. Coverage #6 states that CHW is not responsible for replacement of the actual tank. Being that you are new to CHW and this is your first claim, we are offering to provide you with a goodwill gesture in the amount of $200.
If you would like to accept this amount, please contact us and it is documented that that is the offer we have advised to you. If you would like to discuss this claim any further, please contact us and please ask to speak with the highest level customer facing Manager, Sara who will be able to assist you.
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy.
Regards,
CHW

Complaint: [redacted]
I am rejecting this response because:
My fiancé has a background in construction so he has personally done the needed maintenance.  There is nothing in the contract that stipulates we have to show receipts of maintenance or that if had the knowledge couldn't just do it ourselves.  Again, a Choice vendor who saw and worked on the actual unit said it was maintained.  It has lasted over 12 years in 100 degree Texas weather, if it wasn't maintained, it would have failed long ago. This is us Choice's blanketed way of refusing any claim that actually has a higher price tag.  Making this a total scam.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:My check never arrived. There was no indication in a case like this I had to wait 90 days for a reissued check without a $30 penalty. I want a new check reissued with no deduction. I was also told that service would be within 72 hour of lodging a claim not 20 day . Choiice responded just like they did to me giving me a run around and no satisfaction.I want to speak to someone from Choice with authority to solve my problem. Or I want my fee and $350 dollars back.Their rating on the Revdex.com reviews are terrible.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I don't know what $75 claim was paid. That's not correct. Actual claim was for $257.40 for repair - parts, freon and labor + $75 for leak detection. I understand the leak detection is not covered but it should cover $257.40 which I paid from my pocket. The whole claim was denied just base on leak detection fees. Also I don't know why $75 was paid to service provider. That shouldn't have been paid. As per the contract this claim should have been approved and paid. So I would request you to reimburse $257.40 to me and also ask service provider to refund $75 as I paid $75 leak detection from my pocket.
Regards,
[redacted]

You stated that the tech ordered a part and never placed it into the  unit a relay, that is a lack of maintenance. Knowing that the unit needed something for a repair and not having it completed from 2014 is not proper maintenance.  CHW requires all units to be maintained per the manufacture specifications. Also, we do not cover any known or unknown pre-existing conditions. You are telling us that before you had your policy with CHW that a tech was supposed to place a part into the system but he didn't.We do regret your frustration and understand that this is difficult but CHW cannot cover a claim that is strictly against our policy. Regards,CHW

Complaint: 11117663
I am rejecting this response because there  are no exclusions in the policy for this type of heating system.  The company never asks what type of heating system is installed they just accept your premiums and then tell that they do not cover that that type of systen...scam. Further , I have provided the previous years maintenance and repair records (6) on this system including the recommended cleaning that was performed. This system has not been neglected. Neither system exclusion or lack of maintenance are valid reasons for denying this claim.This company already has a $779'913.93 consumer restitution judgement against them in the Superior Court of Middle County for denying payment for simile claims.  
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 claim shows that the claim was handled properly in accordance to the policy. The diagnosis that was received was that there was a sealed system restriction. This is due to lack of proper routine maintenance and refrigerant contamination.  Section Letter F, Number 12 of the policy states, “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 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”.   Additionally, at this time, there is no longer an active policy with CHW so there is nothing more that can be done at this time.   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 [redacted] Upon review of your claim, we do see that CHW did attempt to resolve the issue with the unit using the first technician, however the failure that you had in the unit that caused the leak was rust.  According to our policy, we do not cover failures due to rust or corrosion.  This is stated in Section F. Limitations of Liability #1 &8. We did speak with you and explained that although the unit was not covered, you agreed to the policy and agreed to Section L. Cancellations. This states that all monies paid out for a claim will be deducted from the refund amount.  It also states that you will be charged an administrative fee of $50 for cancelling the policy earlier than the end date. Our policy does not guarantee that all units will be fixed; it does guarantee that any item that is covered and fails due to a covered failure will be fixed or replaced.  Your unit failed due to a non-covered reason and therefore was not covered. CHW did provide you with a refund that was correct and it has been refunded back to your credit card that you used to sign up with us. We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy.   Regards, CHW

Complaint: [redacted]
I am rejecting this response because: Again: I was not told about the $500.00 cap on pool and the 30 day delay for the full warranty to go into effect.In the future you should train your sales personal to disclose all of the warranty delays and repair caps to prevent this from happening to other perspectivecustomers.
Regards,
[redacted]