Bass Services, Inc.

Complaint:
I am rejecting this response because:
This is crazy, it is not about the wiringThe tech came and looked at the electrical part and he said it is not the wiring or the electrical outletThe stove is years old!!!! I went and brought a new stove, this is crazy How am I suppose to cook especially when its degrees and you cant get out of your houseThis has been going on since December 1.
Regards,
*** ***

Dear P*** * ***, 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 ***
* A review of your claim shows that your claim was processed in accordance with the policyCHW advises in section C, “Upon request for service, we will contact an authorized Service Provider within two (2) days during business hours and four (4) days on weekends and holidaysThe authorized Service Provider will contact you to schedule a mutually convenient appointment during business hours”You mentioned that you did read the policy and determined that water heaters are coveredThey are covered except for the exclusions that are listedThe diagnosis from the technician was that your water heater was leaking from the bottom of the tankSection Letter D, Number lists the exclusion of the holding or storage tankYou are a valued customer of CHW and as a result, a goodwill gesture was paid to you to assist with the repair of the non-covered claimAdditionally, CHW doesn’t refund service call fees that are paid to the techniciansThis is for the visit by the technician We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear *** * *** 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 processIf you continue to receive
solicitations, please forward the email or phone number to us at *** so we could revisit the issue Regards, CHW

Dear *** ***, 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 *** Upon reviewing your claim it that we have attempted to assist you in obtaining a new dishwasherYour claim was processed in accordance with the policy section Letter F, Number in which it states, We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (which at times may be less than retail) to repair or replace any covered system, component or appliance We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear *** ***,We regret to hear your frustration.We have reached out to our Customer Solutions Department, and an Escalation Manager will contact you in regards to your issue.Regards,CHW

You have already cancelled your policy therefore there is no need for mediation, CHW is not able to cover a claim for a policy that is cancelled

Complaint: ***
I am rejecting this response because: The last working date of 3/was entered in errorIt was a typo from a management company who has several properties and confused I have explained this to CHW several timesPlease read all the notes of the claim.In addition to that date being a typo- the pool was diagnosed as "working" by the contractor that CHW sent out on 4/To which the contractor has emailed in a statement.We have two options here: 1) Admit that your contractor lied/ or misdiagnosed my pool on 4/and accept responsibility for the repair that was caused by an incorrect diagnosis or;2) Accept your contractors diagnosis that the pump was working on 4/and honor the warranty that I am paying for
Regards,
*** ***

Dear Mr*** * ***, 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 our claim, I do see that the unit that your claim was not covered due to a lack of proper routine maintenance however we did offer to assist you with a goodwill gesture by providing you with the compressor through CHW and we explained what your other expenses would be This offer is a lower priced offer to assist with the cost for the unit however you chose to decline this offer.As our last chance of a goodwill gesture, CHW will offer to provide you with a full refund since you disagree with the terms and conditions of our policy.If you would like to accept this offer, please contact us at ###-###-#### and we will send a release agreement out to you as soon as possible.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy. Thank you,CHW

Dear *** ***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, I do see that it was for your water heater and that the main tank was
leakingPer our policy Section DCoverage #states in exclusions the tanks.We do see that you
have cancelled your policy with us and you did receive a refund however the refund
you had received was not correct according to your policy, we do apologize and
we will be refunding you an extra amount of $190.75. Per your policy, Section LCancellations the
state of Arizona should pay the administrative fee but not claims paid. This was a mistake and will be corrected We do apologize for any inconvenience that this has caused. Please check your credit card as you will see
the refund amount being placed back onto the credit card within a few daysWe urge all customers’ to review the policy within the day
grace period that is provided before the policy begins. You have this time to ensure that all units
are in proper working order as well as cancel for a full refund within this
time period. Per our policy Section A
Coverage #3, CHW does expect all units that come int the policy in proper working
order.Best regards,CHW

Dear *** ***,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 ***Per our policy, Section FLimitation of Liability #states “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 has offered you $which you did accept on 1/27/and this is over the amount that we would have paid for the parts and labor This claim should have been paid $for the parts and labor but we did increase the offer.We do understand the frustration you have however, all of our customers are provided days prior to the start date of the policy to review the terms and conditions If you do not agree with the terms and conditions, you are able to cancel for a full refund Also, anyone can view our policy online without purchasing the policy. We do regret your frustration however; CHW is in full compliance of our terms and conditions of the policy.Regards,CHW

*** ***,I do apologize, we do not “wire” money to our customers’ we do however send out checks and the check was authorized to you on 2/3/once we received the proof of repair of the unit Our checks do take business days to process We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy.Thank you,CHW

Dear *** ***, 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 ***Upon review of your claim it appears that the Air Conditioning System claim that you submitted was not covered in accordance with the policy, section Letter F, Number 12, we are not responsible for repairs due to lack of maintenanceBased on the technician’s diagnosis the compressor continues to overheat which wouldn’t occur if the unit was properly maintained We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear *** ***,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 from shows that it was processed according to the policy Based on the diagnosis that we received, it stated that corroded evaporator coil caused the unit to leak out Freon 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 SrClaims 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 $towards the repair; you declined this offer. Due to your dissatisfaction, CHW will still offer the $towards the repair To accept this offer please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear *** ***,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 *** Upon review of your policy that you purchased on 10/9/15, you were provided days as per the policy to ensure that all units were in proper working order This days grace period is also to allow the customer to review the terms and conditions of the policy Although the policy is online and we do email it to you upon purchase, we still want to make sure that the customers have enough time to review all the terms, contact us with any questions and determine if they want to stay with our company If within this time period the customer does not want to stay with us, they are provided a full refund for the amount that they had paid. Please see Section ACoverage #that states “Are in place and in proper working order on the effective date of this home warranty contractThis contract does not cover any known or unknown pre-existing conditionsIt is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or componentsThis contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,square feet, unless an alternative dwelling type (i.eabove 5,square feet or multi-unit home) is applied, and appropriate fee is paidCoverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homesThis contract describes the basic coverage and options availableCoverage is subject to limitations and conditions specified in this contractPlease read your contract carefullyNOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.Since you had not chosen to cancel the policy, CHW assumed that you had reviewed the terms and conditions and when you placed a claim the day after the policy started; we did deny that claim for the washer as it was not a covered claim The failures that the washer had could not have happened overnight, these failures take time to occur Per our policy, CHW does not cover failures that are known or unknown pre-existing conditionsHowever as a goodwill gesture, CHW did provide you with a check in the amount of $ Our checks are automated and do take days to process once they are authorized.The second claim that you placed was for the pool/spa This was actually stated to us and confirmed with pictures that the compressor was grounded and that the compressor was rusted out Our inside technicians’ stated that this was a lack of proper routine maintenance Had the unit been cleaned properly and maintained properly, the compressor would not have failed in such a way.You chose to cancel your policy, we explained to you per the policy Section LCancellations and explained that you would be charged a $administrative fee and CHW would deduct the amount that you were provided in paid claims, whether they were goodwill gesture or not, CHW paid for them and we will follow our policy Please see terms below:LCANCELLATIONThis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturerThis is not acontract of insurance, residential service, warranty, extended warranty, or implied warrantyYou may cancel within the first days of the order date for a refund of the paidcontract fees, less an administrative fee of 5% and any service costs incurred by Us.This contract shall be non-cancelable by Us except for:Nonpayment of contract fees;Nonpayment of Service Fee, as stated in Section III;Fraud or misrepresentation of facts material by You to the issuance of this contract;Mutual agreement of Us and YouIf canceled after days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a 10% administrativefee and any service costs incurred by UsAll cancellation requests must be submitted in writingAlso, we are very sorry that you were misinformed, if you were a monthly customer and you had chosen to cancel, there would not be a refund due to the fact that they pay the policy on a monthly basis for that specific month You paid up front and that is why you would have a refund and you did.CHW provided you with a refund back to your credit card that you had used to purchase the policy in the amount of $ This is a refund of the months that you had not used and also this was being charged $a month for the years.We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy. Regards,CHW

Dear *** * *** 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 *** The claim was processed in accordance to the policy and based on the rust and corrosion is not covered as outlined in section Letter F, Number of the policyYou wanted to have pictures and this can be obtained from the technicianPlease contact the technician to obtain the copies of the pictures as requestedThere is also a leak which is causing the system failureCHW doesn’t provide this information to the customersThe status of the claim can be provided at no charge at your request We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear Ms*** * ***,
We do regret your frustration however we do not have a Philip *** that works in our office, please ensure that you have the correct warrantyWe do not see that you have or had a policy purchased with us
Thank you,
CHW

CHW is not honoring the claim because it is not covered under our policy You placed your claim on the 21st and your policy had started on the 21st We sent a technician out to your home because we didn't know what the issue was Once the technician came out and gave us the diagnoses we were then able to see that the failures could not have happened within the day that you had your policy.You disregarded the section in the policy that states that all units must come into the policy in proper working order Please see Section ACoverage #3 Are in place and in proper working order on the effective date of this home warranty contractThis contract does not cover any known or unknown pre-existing conditionsIt is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or componentsThis contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,square feet, unless an alternative dwelling type (i.eabove 5,square feet or multi-unit home) is applied, and appropriate fee is paidCoverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homesThis contract describes the basic coverage and options availableCoverage is subject to limitations and conditions specified in this contractPlease read your contract carefullyNOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.We do regret the frustration that you are going through with this claimCHW is in full compliance with our policy As a goodwill gesture, since you disagree with our policy, CHW is offering you a full refund of the policy If you would like to accept, please contact our company and provide them with the policy number and they will have the proper paperwork sent to you for a full refund.Regards,CHW

Dear *** ***,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 *** Upon review of your policy, we do see that the following claims were all placed on 2/6/17:Washer claim- which was approved, we learned today that the parts were ordered and will be arriving asap.Dryer claim- which was a partial covered claim, the blower wheel was clogged causing the failures The terminal block failed which damaged the power cord CHW normally would not cover this claim at all due to the fact that there was a clog and this is considered to be maintenance issue however as a good faith effort to provide quality customer service, we did offer to provide the coverage for the main failure along for the labor CHW did provide the technician with the funds and is waiting for you to provide the portion for the non-covered issue.Refrigerator claim- this too was a partial covered claim due to the fact that the main panel control board had failed which then made the remainder of the parts to fail CHW was only going to cover the main failures as states in our policy however we did agree to provide half the cost of the entire repair in the amount of $to the technician Lastly, the claim for the oven- CHW did cover this claim as well; we do understand that this did take a little while for the parts to come in however this is out of our control The claim was covered and the parts have been order and paid.CHW to date has provided $in authorized claims.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Complaint: ***
I am rejecting this response because: 1) CHW is not accepting the recommendation from their technician2) CHW is asking me to pay $repeatedly for the same service 3) the second tech referred by CHW did not return my call / voice message4) CHW is ignoring my frequent request to solve my problems4) CHW is just trying to ignore me and my time
Regards,
*** ***

Complaint: ***
I am rejecting this response because:1.CHW sent a technician who collected the $and then never showed up again or responded to phone calls, emails or voice messages I received no service and weeks later I am still without refrigerationCHW provided additional contractors who both responded that I needed to call the company because they do not do the work CHW scheduled them for Both contractors were frustrated with CHWCHW has not responded since the contractors in above and has made no effort to fix my refrigerator despite several phone calls, on hold time and discussions with "managers"I had a representative from ** repair come out and the technician CHW originally sent and I paid out of pocket misdiagnosed the repair, although the repair does fall under the INCLUDED list of things that should be coveredI AM STILL WITHOUT REFRIGERATION and with a family of 6, I've spent thousands of dollars eating out because of CHW negligence.I am requesting reimbursement of the service fee of $45, the cost of the repair and a refund of the prepaid year home warranty because CHW is a scam and has not sent a technician to my house to correctly diagnose and repair the issue.
Regards,
*** ***