Bass Services, Inc.

[redacted],Per our policy, Section L. Cancellations states, if you are to cancel within the first 30 days of the policy you can receive a full refund.  If your policy is more than 30 days and any claims have been paid, you will receive (which you have received) If you had any claims paid...

and cancel, CHW will deduct that from the refund.L. CANCELLATIONThis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.  You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:1. Nonpayment of contract fees;2. Nonpayment of Service Fee, as stated in Section III;3. Fraud or misrepresentation of facts material by You to the issuance of this contract;4. Mutual agreement of Us and You. 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 $50 administrative fee and any service costs incurred by Us.  All cancellation requests must be submitted in writing.

Complaint: [redacted]
I am rejecting this response because: I paid the merchant $1287. Via 3 payments on [redacted]. I never agreed to monthly payments .  But annually. ;  They told me to find find me a plumber on my own and then after they finished the work, they would repay
My plumber. They never sent me anything $. Besides losing the $1287 I still had to pay out 487$ for new pump &labor.
Regards,
[redacted]

Dear [redacted] We regret to hear your frustration, however, based on what our policy states in Section L of Cancellations, you were not eligible for a full refund. Section L of Cancellations states: This is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.  You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for: 1. Nonpayment of contract fees; 2. Nonpayment of Service Fee, as stated in Section III; 3. Fraud or misrepresentation of facts material by You to the issuance of this contract; 4. Mutual agreement of Us and You. 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 $50 administrative fee and any service costs incurred by Us.  All cancellation requests must be submitted in writing. Please note, that our Customer Solutions Specialist did offer a goodwill gesture of $100 to assist you on your non covered claim, however, you declined this offer and opted to cancel your policy. If you have further questions about your refund, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM. Regards, CHW

Dear [redacted] [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]t.   Upon review of your claims it appears that the claim regarding your pool spa has been approved. The claim for your washer wasn’t covered in accordance with the policy guidelines section Letter F, Number 19 in which secondary damages are not covered. The initial cause of your problem is the broken door latch and door latches are not covered in accordance to policy section Letter D, Number 2.   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 reason given by CHW is not satisfactory due to the following reasons.  1.  The tech performed the diagnosis states that the system was well maintained and cause of failure was due to normal wear and tear.  2. We have the record shows all the AC units was properly maintained and inspected by professional ac services company.  3. When we asked CHW what they mean by our system is not properly maintained to manufacture specification, they could tell us, rather ask us to contact the manufacture.As consumer, we rely on the professional ac service company to provide system checkup and maintenance service.  We purchased the home warranty to cover in the event of major system failure.  We offered CHW to talk directly with the tech performed the maintenance service, they declined.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: CHW refuses to acknowledge the complain.  If the unit was too small for the room, I am fine with that. I find it hard to believe a room smaller than 400 sq feet needs a 2.5 ton unit, but I will get a second opinion. MY concern is that their representative told us one thing, and CHW tells us something completely different. Just their way of getting out of doing their jobs. 
Regards,
[redacted]

If you go online to our website, we have our policy under user agreement.  You or anyone can view the policy  before you purchase it and you also have 30 days prior to the start date of the policy to review the exclusions and coverage.  As stated before, our policy doesn't cover the actual tanks.  Also, your unit failed within a short time of having the policy that it was said that the unit could not have come into the policy in proper working order.If you would like to cancel the policy with CHW, please review our cancellation process.  As a courtesy, you can call us and we can cancel the policy for you over the phone, you do not have to write a letter to us.  Section L. Cancellations This is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.  You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:1. Nonpayment of contract fees;2. Nonpayment of Service Fee, as stated in Section III;3. Fraud or misrepresentation of facts material by You to the issuance of this contract;4. Mutual agreement of Us and You. 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 $50 administrative fee and any service costs incurred by Us.  All cancellation requests must be submitted in writing.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because: We watched both repair companies work on the AC unit and I did not see them take any pictures.  I have also not been given a copy of any such pictures.  The AC unit was working prior to our first phone call it was just not cooling as well as it should.  I do know what your policy says but I would think that a business that provides a customer service would be interested in making sure that the people they hire preform the work they were hired to do.  After all it is your business that they are representing. 
Regards,
James [redacted]

Dear [redacted]You signed up with CHW on 10/28/13
and you have placed 4 claims; all approved claims with authorizations in the
amount that total $563.25.  Your last
claim for the heating system that was not covered, you placed on 10/2/15.  If you hadn’t received the policy within the
2 years that you had the policy, you could have called or had gone onto the
web-portal to view your specific policy by placing your email address along with
your policy number.  The technician stated that you had a
pre-seasoned check and that you had found that there were holes and cracks in
the heat exchanger.  The technician also
stated that the unit had these holes due to rust or corrosion.  As we stated prior, the unit had a crack within
it and that happened due to rust or corrosion. 
You stated in your email to us “that the technician found discoloration”
and you stated that this was from “hot spots”. 
The discoloration was not from only hot spots but corrosion to the
unit.  In reference to the technician
trying to make you purchase a new unit, we do apologize if you felt that he was
pushing a new unit onto you.  Per our
policy Section F. #19 states that CHW is not responsible for the negligence.We regret
the frustration that you have had however CHW is in full compliance with our
terms and conditions of our policy.Best regards,CHW

Dear [redacted],We do see that your policy had been cancelled and therefore the check did not go out.  It is an automatic system and if the policy is cancelled, the checks do not go out.  As a goodwill gesture we have placed the request that the check is mailed to you and to over-ride the system for you.  Our check process does take 30 business days and we will do our best to have it sent to you as soon as possible.Thank you,CHW

Records indicate that you have advised CHW that the technician that was there previously was responsible for the broken sensor. Please reach out directly to that technician to have this repaired. As outlined in the policy section Letter F, Number 19 CHW is not responsible. You agree that We are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performance. You also agree that We are not liable for consequential, incidental, indirect, secondary, or punitive damages.  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].   A review of the claim shows that the claim was processed in accordance with the policy. The diagnosis that was provided to CHW was that the ceiling fan was working fine and the issue is with the electrical wiring to the fan, which would start and stop on its own. The ceiling fan needed to be rewired as it was wired improperly. A determination is made based upon the diagnosis that is received by the technician that is dispatched to diagnose the problem. Section Letter F, Number 11 of the policy indicates that CHW doesn’t pay for repairs related to improper installation. As indicated when you spoke with a representative at CHW, you are invited to obtain a second opinion at your expense and submit it to CHW to have the claim reviewed. Please call the CHW customer service team directly at ###-###-#### with any questions.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted]We regret to hear your frustration.Although the unit’s limit is 1500.00, please note that funds were previously used for the unit’s repair.  Currently our system shows that the refrigerator coverage is at its cap, therefore, the maximum amount that will be offered is...

$599.00.If you would like to further inquiry about the funds offered, please contact us directly at [redacted] Monday-Friday 9am to 6pm EST.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy. Regards,CHW

Dear [redacted]We regret to hear your frustration and your wishes to cancel your policy. Please understand that we are at our peak season, therefore, we are experience higher than normal holding times.We have sent a request to the Customer Solution’s Department for a specialist to reach...

out to you in regards of your request.  Please allow 24-48 hours for the request to process.Please note that our Customer Solutions Department hours are as follows: ###-###-#### Monday-Friday 9AM to 6PM EST. Regards,CHW

Dear [redacted]Our policy states in Section Letter F, Number 1, CHW is not responsible for any “…known or unknown pre-existing conditions.”  Therefore any pre-existing issues unbeknownst to you, would not be covered. The outcome of this claim stands. As previously stated, we have offered $450.00 towards the non-covered claim.  To accept this offer, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST.Regards,CHW

Complaint: [redacted]
I am rejecting this response because: The written report provided by the technician assigned by Choice Home Warranty did not identify any of the problems specified by the company as cause for denial. I provided my copy of that report to CHW. In addition, I provided a copy of the pre-sale inspection of the system which also did not identify any existing problems with the system nor identify any maintenance issues. Finally, the company changed their reason for denying my claim 3 times, each time selecting a different reason. The first was that the compressor was shorted. The report of their technician did not make this statement. The second was that it was poor maintenance but they did not accept the pre-sale inspection not the report of their technician's report to the contrary. The third was that it was an act of god. At that point they offered a return of my premium.I have not accepted that offer. The problem was the compressor failed (technicians words were "Compressor Shot" not shorted). I expect that they should provide the cost of a compressor and installation, and nothing less.
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 the claim it appears as if it as handled 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”. An email has been sent to you on two separate occasions providing you with this information. You are requesting a report from the technician which is something that CHW wouldn’t provide. You can reach out to the technician that was assigned to the claim in order to obtain this report. CHW will provide you with the outcome of the claim which was done via email on 2/23/16 and 8/3/16. On 8/10/16 an attempt was made to transfer you directly to Tracy and the call was disconnected. At this time, the claim remains non-covered and you may obtain the information needed to reach the technician that was assigned by calling customer service at ###-###-####.   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 policy, CHW has paid 750.00 in claims for your home.  Per our policy Section L. if you chose to cancel the policy pre-maturely, you will be charged a cancellation fee and you would have to pay back what CHW has paid out on your claims. Please See Section L. This is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.  You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us.  This contract shall be non-cancelable by Us except for:  1. Nonpayment of contract fees;  2. Nonpayment of Service Fee, as stated in Section III;  3. Fraud or misrepresentation of facts material by You to the issuance of this contract;  4. Mutual agreement of Us and You. 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 $50 administrative fee and any service costs incurred by Us.  All cancellation requests must be submitted in writing.  Upon review of your claim for your Air Conditioning System, the failure was due to rust or corrosion. CHW does not cover any failures due to this.  Please see section F. Limitations of Liability #1 1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions. Lastly, CHW posts our policy online for anyone to see, you had received a policy directly after purchase via email and hard copy, you are always able to log on to your account to view it as well and you had 30 days before your policy began to review it.  If you were not happy with the policy at that time, you were more than welcome to cancel with a full refund. We do apologize that you are unhappy with the claim that has been not covered by our policy; CHW is in full compliance with our terms of our agreement with you. 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 www.choicehomewarranty.com/useragreement. Upon review of your policy that you had with CHW, we do see that you placed several claims with us that we were not able to cover.  The last claim that you placed was for an Air Conditioning System that you placed with us on your previous policy [redacted]  We advised you at that point that we were not able to cover the cost of your repair due to the fact that we do not cover failures to rust or corrosion. There is a leak that was found in the evaporator coils. Per our policy Section F. Limitations of Liability #1 & 8 state that CHW does not cover failures due to rust or corrosion.You stated in this claim that you would like a full refund of this policy however you had already cancelled the policy and was explained that the monthly payments that you made for the past 3 months were not able to be processed back due to the policy Section L. Cancellations. If you had paid for the policy in a yearly basis or more then you would have funds to return back however you used the policy monthly.  CHW even skipped the month of January for you and provided you back the month of April.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: My point was not the one the business sends me. My point was that the day I placed the call on Saturday, the person that received it stated (and it was not true) that I would get a call in one hour, which never happened, after that when I called I was directed to send them an email and I would have a person there answering in a short time which also did not happened, If I would have had a sincere and truthful answer I would have been able to take previsions, this way, awaiting a solution I had loses, another point is that it is no use for me a 4 days wait when I have the freezer full of food that went bad. and ultimately on Sunday I went to buy a new refrigerator, because once you are lied upon how can you trust them any more, plus I am single at home and I work all the week days. sory but I cannot accept that answer, more now that with this incident I found out the do not service week ends, and then why I am told on a Saturday that I will have a n one hour response Sorry  it is not a good service
Regards,
[redacted]