Bass Services, Inc.

I am rejecting this response because:
It has been a few weeks now and I still have not received my refund..
Regards,

Complaint: [redacted]
I am rejecting this response because:
Exactly, you are a warranty company and that is why I got it--thinking I would get warranty on my appliances, if I couldn't get it covered by the manufacturer. In this case, the Manufacture: [redacted] honored their warranty--which is to replace their unit. However, the unit needed to be installed; something that Choice should have covered.  Based on this experience, I feel that Choice is behaving like a scam; a scheme!  Yes, you may pay 80%, but it seems to be 80% lower priced items. As soon as it gets to be an expensive item (like an A/C), you open the book on excuses, and reasons why you shouldn't pay.  So, what you are saying is that if an AC unit is less than 10 years old and a compressor goes bad, you won't cover--since the manufacturer has a warranty on the product, but not the installation or labor.  So, you are saying all your customers should fork out the $450 or that it costs to install the unit (for your records, I have attached a copy of the $475 payment I made to the installing company). Why the heck would anyone in their right mind, knowing this, ever want to have you as a Warranty company, if their appliances are reasonably newer (or have an A/C unit that is less than 7 or 10 years old?  Most of my appliances are relatively new; based on this logic you are presenting, I may never get covered by Choice.  From where I sit, this looks like good old SCAM, which most folks miss. And just assume that they are paying for something that will be there when they need it.I will let all those reading this communication make their own conclusions, but based on my experience here, Choice Warranty is not doing the right; and taking advantage of their position. They will take premiums, when it comes time to pay claims, the stories/excuses begin!! I tell this much, you will have me, or anyone who values my opinion, as a customer, unless you can rectify this obvious deficit in your "WARRANTY" policies.
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 it was processed per the policy section Letter F, Number 8 where it indicates that storms, power surges and acts of God aren’t covered. As a result, the refrigerator wasn’t covered for this claim. A request was received to cancel which it appears was changed. CHW doesn’t want to lose any valuable customers, however, if you choose to cancel, the policy will be cancelled in accordance to the policy, section Letter L which 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 10% administrative fee and any service costs incurred by us”. This means you will pay for the time that you had the policy, any claims that were filed and an administrative fee. You can call the cancellation team directly at ###-###-#### to get assistance with this.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

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 complaint, you stated that you had requested transcripts from the tech to Choice Home Warranty.  We do not have any such documents as this is a verbal communication and we do not send this out to the customers.  If you would like a written letter showing why the claim was not covered, that we can provide; and I do see that we did provide that to you on 7/10/15.We also see that you had spoken to the technician and stated that you no longer wanted his services as you were going to cancel your policy and use further actions to have this unit replaced.On 7/7/15 we did advise you that there was a leak from the condenser coil at the soldering joint.  This leak was caused by either a previous repair or a manufacture defect that could take time to start.  We advise you to contact the manufacture to find out if this is an ongoing issue with this type of 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. Choice Home Warranty was in full compliance with its terms & conditions.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 our web site at [redacted] Upon review of your policy that began on 4/10/16, we do see that you had attempted to place 2 claims prior to the policy start date for your Electrical System.  Per our policy, Section A. Coverage #3 states that all units must be in proper working order on the start date of the policy.  CHW provides you 30 days before the start date to make sure that all units are working properly, also to review the terms and conditions.  If you do not agree before the 30 days are up, you are able to cancel with a full refund. However, if you cancel after the 30 days, you are subject to the terms and conditions stated in Section L. Cancellations. The claim for the washer had failures such as: a drain pump failure and a level sensor failure. This unit is 8 years old and that is from the serial number off of the unit.  Per our policy, Section F. Limitations of Liability #1 states that CHW does not cover failures that are a result of any known or unknown pre-existing conditions. The issues with the washer are failures that cannot happen within the amount of time that you had the policy.  You stated to our Supervisor that the unit had an issue prior to the start date with the door as well.  Again, this would be a pre-existing issue that would not be covered under our policy. CHW provided you with a welcome packet the day you signed up with our company, this packet had the terms and conditions that we require of all units and appliances coming into the policy.  You can also access this through the customer account center if you did not receive the packet in the mail or email that we sent.  We follow the guidelines of the policy and expect all customers to do so as well. We see that you have chosen to cancel the policy with us and per your request we did so.  Since you did not pay for the policy in yearly increments and chose monthly, you paid for the policy as the months went and therefore we do not owe you a refund. We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy. Regards, CHW

In response to your letter dated 6/18/2015 I have read the comments made by Choice Home Warranty and I strongly disagree with their stance. They claim that they covered claims for my Garbage Disposal and washer which costs were minimal. However, when my A/C unit had an issue and needed to be replaced they didn’t want to cover it because it had rust. When the service technician came and inspected the unit it had some surface rust but was not bad. In fact in most A/C units there is surface rust because it has water running through it and it sweats or has condensation as some point. I feel because this was a high dollar item that Choice Home Warranty didn’t want to cover it. They did not have any problem taking my money each month and would of continued if there weren’t any issues. The whole purpose of a appliance warranty is in case you have an issue it can be repaired or replaced. I feel that at a minimum Choice Home Warranty should of offered to pay some portion of the replacement if they could not repair it. Instead, I was given a run around and was without air for about a week and a half. I want to make sure that no one else has to go through what I have had to.

Complaint: [redacted]
I am rejecting this response because:
First my disposal was NOT Leaking and th e a technician never said it was.So that is a lie on your end.Next my conversation with [redacted] on.Febuary 23 didnt Want to stay with your company because of the bad reviews and that is why she gave me as good faith on her part a free call.I want at least my.$40 refunded since I wanted to cancel and was scammed into staying!!
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  I plan to obtain a second opinion on the AC system and cause of the leak. I will submit this new report ASAP. 
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 holds 8lbs of Freon and was down to only 1lb.  In addition to 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…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you understood. 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 would like to address the fact that it is mentioned that you have provided services for me.  Well actually, they were services that I paid for according to the contract that you sold to me. If you look at my initial complaint, I began by saying that I had positive experiences with CHW in the past.  I am only addressing this one service call.  Again, as a customer, it should have been informed by the sales person that I needed to provide documentation for proof of maitainance of equipment, when I  request a more expensive service or replacement.  One of the things that we do agree upon is that your service personnel are not AC technicians and this is why I am disappointed that I was told by a CHW representative, and it was different than what the AC technician told me. You are requesting my documentation, but I would like to request the documentation that you have from the AC technician that came to my house.  I have concluded that CHW has already decided that it will not repair or contribute towards the replacement of my AC.  I must admit that I do find in highly disappointing. I did not expect this to turn into a "case" where I would have to produce  documentation to prove that I needed your services. As I said earlier, CHW has several complaints about not fixing AC( I looked online), and I was hoping that this was not the norm. But apparently from my experiences, when it comes to CHW and major repairs for AC, it will not happen. I just really expected better because of my past positive experiences with you( none of the previous repairs required documentation). But none of them were as expensive as the AC services that I am requesting.  Unfortunately, I am still without AC,  perhaps CHW believes that it is just business, but for me it is the way I am living. After all the AC is working in your office and you are quite comfortable. Continue to enjoy your summer in your AC. 
Regards,
[redacted]

Dear [redacted],We do regret your frustration however you did go through our reimbursement process and we are providing you with a check in the amount of $130.00 as explained to you.  Our checks have a processing period that take 30 business days from the date that it was authorized in our system, the same date that you had accepted the amount.  This check will be sent to you 30 business days from 1/15/16.  You should be receiving the check very shortly.Thank you for providing us with the information about the technician that was dispatched to your home.  We appreciate all feedback and we will advise the Territory Managers to speak to the vendor and verify that they do not want to work with our company.  We do apologize that a vendor would state such things to the customer.We are not able to provide you with 2 or 3 free months but as a goodwill gesture, I have authorized one month free onto your policy.  Your normal date to be charged for the policy is the 15th of each month, this month of February has been paid in the amount of $37.50 and we will skip the month of March for you.We do regret that you feel as though we are a scam since we have assisted you in previous claims that amount over $500.00.  We also look forward to assisting you on future claims.. 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/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 flue exhaust vents failed and needed to be replaced. Per our policy, Section Letter D, Number 5, CHW does not cover “…Flues…”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 you $100.00 to assist.  You agreed to settle the claim by accepting the funds as of 10/30/2017.  Please allow 30 days from the authorization date to process before the check is mailed out.  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 unit was missing all of the Freon.  Please note that your policy coverage start date was July 27, 2017 and you stated that the last time your unit was working was August 12, 2017. The failure that occurred to your unit would not have happened in the short lifespan of your policy.  Per our policy, Section Letter A., Number 3, CHW requires all units to be in proper working order on the effective date of this home warranty contract.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 have applied a onetime free service call fee onto your policy.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Our goal at CHW is to provide all of our customers with outstanding customer service. Our records reflect that you have canceled your policy with us as we weren’t able to meet your needs. We apologize that you weren’t treated properly and please know that is not indicative of the level of service that we provide at CHW. After a careful review of the notes it appears that you were offered a full refund of your policy once you have signed a release agreement.  We have already canceled your policy in accordance with the policy, section L, however, we can provide a full refund if you would like to sign the release agreement. Please call our customer service team and we will arrange to have this sent to you. Please call our customer service team at [redacted]

Complaint: [redacted]
I am rejecting this response because:The technician stated a very different story.  I am not challenging the denial, I am asking for the text of the original technicians report that was read to me over the phone.
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 [redacted]
Upon review of your claim, we see that the cause of the failure was due to the rust and corrosion of the screws. Per our policy, Section F. Limitations of Liability #1 & #8 state that we do not cover failures due to rust or corrosion.
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 policy, I do see that CHW has assisted you in previous claims amounting to $440.78. The last claim that you placed for your plumbing system was not a covered claim due to the fact that CHW does not cover zoned systems per section D. #5 of our policy.We do understand that you would like to cancel your policy, please refer to section L. Cancellations and see that you would pay a $50 administrative fee and be provided a pro-rated refund of the remaining months minus claims paid, therefore you would not have a refund.As a goodwill gesture, CHW will offer to provide you with the amount that you paid for the policy $525.00 minus claims paid $440.78 and we will not take the $50 administrative fee.  This will provide you with a refund of $84.22. Your policy is documented, if you would like to take this goodwill offer. We do regret the frustration that you have experienced with this claim however we do look forward to assisting you with future claims.Sincerely,CHW

Dear Ms. [redacted],After reviewing the claim, I do see that Regina was trying as a good faith effort to help resolve a claim that was not covered per our policy and she was doing it in the most cost effective way for your mother, this being that a new unit would cost more than our policy offers.  Please see Section F. Limitations of Liability #19 that states:“..You agree that, in no event, will Our liability exceed $1500 per contract item for access, diagnosis and repair or replacement.”To resolve this matter, CHW is willing to provide you with $1500 and then we would terminate the policy.  If you agree to these terms and conditions, we will send a check to the address we have on file. However, if you would rather have a full refund of the paid policy, we would be willing to provide that amount to you despite that we have paid $325.00 on claims.  The amount of the paid policy is $1050.00 that we can credit back to the credit card that was used to purchase the policy.  This is a goodwill gesture as well since our policy states in Section L. Cancellation if a policy is cancelled, you would receive a pro-rated refund minus claims paid, as well as a charge of an administrative fee.Again, our offer is a goodwill gesture to provide your mother with a check for the maximum amount per the policy OR a full refund since you do not think that the unit can be fixed. We will be willing to provide one or the other, please note our checks do take 30 days to receive from the date you send back the form. Please advise me of which you would like to receive and I will send the form for your signature. Sincerely,Tracy M

Complaint: [redacted]
I am rejecting this response because:
Do you think I can live without garbage disposal for this long?  I already mentioned in begining it cost me 257.xx $ due to claim rejected by choice.       
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 has been approved. You will need to work with [redacted] to schedule the appointment. CHW did reach out to [redacted] and was notified that the parts still hadn’t arrived on 8/30/16. If there are issues with the technician not completing the job, another technician can be scheduled, however, the part needs to be secured from [redacted]. CHW thanks you for the valuable feedback regarding the technician.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW