Bass Services, Inc.

Complaint: [redacted]
I am rejecting this response because:I was standing right next to the roofer who clearly stated to the CHW rep that there were nails surrounding the shingles which were not adhering correctly therefore causing leakage.  After he was to fix the nails and shingles, and was going to apply a sealant as a precautionary measure.  The leakage was NOT caused by the sealant!
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:at the time of contract the compressor was working. 
Regards,
[redacted]

Dear [redacted],Please note that CHW is not an insurance company, it states this in Section A. Coverage.  We do understand your frustration however the claim itself is not a covered. We do see that CHW had provided a goodwill gesture for this claim and we did provide the technician with the funds for the repair at first.As a second option, we would like to provide you with a good faith gesture in the amount of $150.00.If you would like to accept this offer, kindly contact us at ###-###-#### and we will send you an agreement that you would have to sign and send back to us.We do appreciate your being a valued customer of CHW and to show that we are happy to have you as a customer, we are offering to skip one month of service and add a onetime free service call fee to your policy. Thank you,CHW

Complaint: [redacted]
I am rejecting this response because:The referred to statement (F line 9 and 16) in the contract is not applicable to the malfunction of MY Washer.
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.   Section Letter L, Number 4 of the policy states, “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 $25 administrative fee and any service costs incurred by us”.  The cancellation will review the amount that you have been refunded and apply any additional funds to the card. Please accept the apologies of CHW for any errors in the refunded amount.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Hello-- I hope all is well.  I have an issue with my previous complaint against Choice Home Warranty.   According to the email documents, I read the complaint I had with Choice was a closed matter.  The email also states that they will offer me a full refund upon cancellation of the policy. When I called Choice yesterday, I talked with a representative who told me the policy was cancelled and I would be receiving an email confirmation.  I never received an email from Choice, so I called them back today.   The representative that I spoke with today said the policy was not cancelled (and will not be cancelled) and there was no record of my previous phone call regarding the cancellation.  When I asked them why, I was told it was because of my filing a complaint with the Revdex.com   Because I made the payment through a debit card, my bank told me the only way I could stop payments back to Choice was to cancel my current debit card and apply for a new one.   Although that is an option, I was wondering if there are other measures I can take to get my policy with Choice Home Warranty cancelled. Any help would be greatly appreciated.

Complaint: [redacted]
I am rejecting this response because: it does not address the issues expressed in my original complaint. This appears to the canned repose they hide behind to get away with providing fraudulent information when selling the contracts.
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/user-agreement/. 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 board failed and needed to be replaced.  Please be advised that burn marks were found on the old board – this was due to a power surge.  Per our policy, Section Letter D, Number 7, CHW does not cover “…Damages due to power failure or surge… Circuit Overload”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied.  If you would like to further dispute this claim, you are entitled to get a second opinion at your own expense.  If you choose to get a second opinion, please submit the detailed diagnosis to [email protected] for review.  If the diagnosis is different we would adjust the outcome of the claim accordingly.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 purchased this warranty to ensure that, like you said, I had piece of mind for my home appliances. When your salespeople sold me this warranty, I was never warned that there was a chance my appliance would not get fixed. I went through and read through the INCLUDED appliances and what was covered. I seemed pretty happy. I read through as much of the liabilities and limitations I could handle and understood as much as I could. Just mostly figured things like vandalism, not caring for my appliances by cleaning and regular recommended maintenance practices were not covered. This liability hidden in the middle of limitation #19 in the middle of the paragraph hidden in one sentence ensures that I can not keep this warranty service. All these new appliances have computers and mechanical devices working hand in hand. One item shorting out another item is going to happen. It's not a freak thing. I can't trust my home in your hands due to that one sentence. One free month of service or a service call doesn't pay back the damages I've incurred due to this. Thanks for the gesture but I respectfully decline.
Regards,
[redacted]

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 . I just want to ensure that I am getting the $116.00 and the$45.00 service call refunded, and the reimbursement for the heat sequencer of $198.72.

Complaint: [redacted]
I am rejecting this response because:
Thanks for your follow up. I rejected the offer of $200 form Choice home warranty because frankly I find it insulting. The cost of replacement is approximately $10,000. I would accept at least half of that amount if they feel that they do not want to cover the full cost.They are so dishonest with their customers, when they want you to sign up they promise the world. They make excuses to replace itemsPeace, [redacted]
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 that CHW has assisted you with $754.97 in authorized claims.  CHW is a Net 30 company, our checks are computer generated and dispensed 30 business days after the authorization of the claim.  Your authorization date was 6/23/15 and your check was mailed out on 7/24/15.The amount that was offered to you is based upon a national whole sale average.  Also, we do not match color, make or model as it does state in our policy. We have paid to you as you stated what you had agreed upon, you should have a check from CHW and we are unable to provide anymore funds towards that unit.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

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 it was processed in accordance to the policy section Letter F, Number 12 which 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”.  Based on the diagnosis received from the technician the compressor is shorted to the ground and trips the breaker. This happens when the compressor overheats and overloads, causing the winding to burn inside. It was determined by CHW that this is a result of a lack of proper routine maintenance. CHW doesn’t require that customers provide maintenance records, however, customers are invited to share these records to have claims reviewed. The documentation that was received by you was deemed as insufficient maintenance records. Omitted from the records are the model and serial numbers to identify the unit as well as other maintenance records to include items includes drawings, levels, pressure readings, etc.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted],
In reference to your claim that was not covered due to rust, per our policy Section F. Limitations of Liability #1 and #8 state that we do not cover any failures that are caused by rust.
In reference to the records of maintenance, it does state in our policy, Section F. Limitations of Liability #12 that CHW has the right to request records which you should have.
We do regret that you are frustrated with the policy in which you purchased however CHW has paid $1275.00 for policy #[redacted]-[redacted]-[redacted] We did provide you the amount of the $200, which you agreed to otherwise we would not have sent it to you.
For one of the policies that has one claim, which was approved and the last policy CHW did not cover as we stated due to rust or corrosion.
As a goodwill gesture, CHW will be willing to place a onetime free service call fee under each of the policies that you currently have with us.
If you would like to accept this offer, please contact us and we will place the free service call on each of the policies. Our number is ###-###-####.
Thank you,
CHW

I am rejecting this response because: I signed up for a Warranty Company that said if an item cannot be fixed then they would have no problems replacing it, I asked them at time of Signing up Choice.  We did everything we were supposed to do and had out unit serviced yearly.

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 failure that you had was that the evaporator coil had a restriction that caused the unit to seize.  Per our authorization team, this is a lack of proper routine maintenance.  Per our policy, Section F. Limitations of Liability #12 states that we do not cover failures that are caused by a lack of routine maintenance. If you feel as though this outcome is incorrect, please submit routine maintenance records to us and we will review them.  Please submit them to [redacted] We do regret your frustration with this claim; however we are in 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 company has offered and you have accepted a goodwill gesture for this non-covered claim.  CHW is providing you with goodwill of $300 towards the funds that you had to spend for a new unit. CHW does not cover the actual tanks however we do cover a multitude of components for the system to ensure that the unit heats up.  We do not cover the tank because it is a holding vessel for the water, there is no mechanical function.We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy. We do look forward to assisting you on future claims.Regards,CHW

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

We do apologize for any trouble that you have had with this claim, we did explain to you that we do not cover any type of physical damages that you had with the floor.  The policy did start on 8/1/15, and your claim was placed on 8/10/15.  We had spoken to the technician and he advised us that tub had been leaking for some time and therefore didn't come into the policy in working order as required by our policy.  We do regret your frustration and since your policy has been cancelled, we are not able to provide you with any further assistance with this claim.Respectfully,CHW

Dear [redacted],
We do see that CHW did provide a refund to your policy on 5/31/16 in the amount of $40.00.
The credit card ending in [redacted].
Please contact us with any questions or concerns.
Thank you,
CHW