Bass Services, Inc.

Complaint: [redacted]
I am rejecting this response because: After discussing with the 'complaint' department at the company. They have changed the denial reason in this response from the one that was given to me by phone. The reason for the denial is the light socket failure - which is not covered by the contract. Their technician stated the light socket shorted out, causing the light socket and main control panel to fail. The technician stated the unit main control panel does not work and does not cool. I stated to the representative that the unit is still cooling and the control panel still works. And the lights still work as well. They stated I could get a second opinion at my own expense. They would not send out the original technician again for me to discuss with him. I asked them to cancel my contract and I was upset. Instead of listening to me, the representative stated I was being rude by not listening to him and although he could have refunded me a portion of my warranty, he was not going to because I wasn't giving him a chance to speak. As someone whose job it is to handle complaints I find it very unprofessional to not try to help at all. I will very happily take my business elsewhere.
Regards,
[redacted]

Our records indicate that your policy has been cancelled per your request and a refund in the amount of $425.00 was credited to the card on file on 7/28/16.

Dear [redacted],We regret to hear your frustration and dissatisfaction with CHW. If you would like to cancel you policy, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST. Please see our policy Section Letter L of Cancellations in regards to our refund...

policy. 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.Regards,CHW

Complaint: [redacted]
I am rejecting this response because:
The policy itself will be active after 30 days from purchase...so without even getting to see how the warranty is addressed by the company why would one cancel? This is basic 101 and I fail to understand why such reply is coming from representatives who should be knowledgeable enough to address these issues. It is quite evident that you only make the policy effective after 30 days so customers have no idea how your company will be and once we experience and try to cancel if dissatisfied you charge $50 which is illegitimate. Basically if any customer comes your way you want to charge $50 for just trusting you. Do you think your argument is still valid? 
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 policy, we do see that CHW has assisted you in $263.00 in authorized claims, we do however see that the claim you placed for your Air Conditioning system was not a covered claim due to the fact that we do not cover, rust or corrosion, valves and a lack of proper routine maintenance. Rust and corrosion can be normal part of wear and tear however this case was provided to us as a lack of proper maintenance.  Lastly, CHW does not interrogate the technician, we ask questions to receive the diagnosis since it is verbal and they are speaking to the technician that was onsite that was able to see the unit.  Our inside technicians collect the information and they determine if the claim is covered per the terms and conditions of the policy. 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]
The claim number filed with Choice Home Warranty was #[redacted], if that helps. The address for the claim was [redacted] TX 78238.
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.  This claim was partially covered.  Based on the diagnosis that we received, it stated that the electrical whip failed which then caused the motor to fail, making it a secondary failure.  Per our policy, Section Letter F, Number 19, CHW is not liable for “…secondary damages…”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, we can offer you a one-time free service call fee for your next claim.  To accept this offer, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm EST.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted] B [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, we show that your policy is a monthly policy that you pay $40.00 per month.  This would mean that if you were to cancel the policy, you would not receive a refund of any kind due to you paying for the coverage on a month to month basis.  CHW has assisted you with claims in the amount of $448.69.  You would not be entitled to a full refund due to the fact that your policy is outside the 30 day grace period that you have prior to the policy’s start date.The last claim that you had for your dishwasher, CHW offered per the policy to provide you with funds in lieu of repair.  Please see Section F. Limitations of Liability #9.If you would like to cancel your policy, please contact our cancellations department and they will be able to assist with the cancellations.  Again, there would be no refund but we would stop deducting your monthly fee of $40.00.We urge all customers’ to review the policy within the 30 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 to cancel for a full refund within this time period. Best regards,CHW

CHW values all customers and have processed the claim accordingly. I have requested to have the service customer team call you to handle your request to cancel your policy.   Regards, CHW

Dear [redacted],
Due to the fact that CHW does not require a second opinion, we will not request one. However if you chose to provide one to us and would like us to review the claim again, we will be happy to do so.
Per the techs diagnosis a leak was found at the welding connection where there is visible from the pictures that were sent into our authorization department.
Once again, we do regret your frustration with this claim however CHW is in full compliance with the terms and conditions of our policy.
CHW

Complaint: [redacted]
I am rejecting this response because of two reasons. You allowed the technician to wait for 2 weeks before telling me that the part is obsolete. You did not even offer to have another technician come out for a second opinion. Everything that occurred between us and the technician should make any person with half a brain get a little suspicious that something strange was going on. I was told the technician had the part and was told he was on his way to my house to get a call back 4 hours later saying they don't have the part and the technician never showed up. I told you guys the technician blatantly lied to you all about the age of the hot water heater. I also told you all that he had given me a quote for a new hot water heater. On [redacted] states that "Once a claim is submitted, Choice Home Warranty will immediately dispatch a local, licensed, and insured technician to serve your claim promptly and professionally". It was definitely not done in a professional manner and it definitely was not done promptly. Being without hot water for over 2 weeks is not "promptly". On [redacted] it states "If a covered item that needs to be replaced is not available, CHW will offer a cash payment for the amount of CHW's replacement cost, which at times may be less than retail". There is nothing following that answer or within the answer stating anything about 30 days. A person already has to wait 30 days before they can make a claim upon signing up. The second reason that I am rejecting this as a solution is because after 3 attempts to have my account canceled and refunded you have failed to do so. I have this complaint from the Revdex.com, 2 phone calls, and an email asking to be canceled with no success. I am constantly being told that a request is being sent to the cancellation department. It didn't take this long for me to sign up for the home warranty. I don't feel it is at all my fault that Choice Home Warranty chose the technician that did not provide adequate or professional service.  Just to give you guys a little tip: If a technician tells you they do not know the age of a hot water heater than they are trying to hide something. A quick Google search was able to tell me how old the hot water heater is, and I am by no means a professional plumber......
Regards,
[redacted]

Hi [redacted],This is a technician, I have provided our Territory Managers with the complaint and they will reach out to the technician and speak with him in regards to his work. Thank you,[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. We regret to hear your dissatisfaction with Choice Home Warranty.  We take your feedback very seriously as we strive to better our business practices.  We have taken your feedback to the Director of Quality Assurance to handle accordingly.  If you wish to cancel your policy, please contact our Customer Solutions Department directly at ###-###-#### Monday-Friday 9AM to 6PM EST to complete your request.  Please Section Letter L of Cancellations in regards to pro-rated refunds.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.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 brought this warranty January 31, 2017 I received an acceptance letter  February 1, 2017 at 12:12 am, I was told I could not make any claims for 15 days, because that was their policy. My first claim was on the deep well and water pump I was under the impression that I was paying extra for that service and for an extra refrigerator.  I made the claim after the fact because my husband told me we had no water in the house, so he called the local plumber and it was the weekend. I call them Choice warranty the first thing Sunday morning, they told me to  fax the info for cost of repairs from which I done so, then they told me the reason for rejection was the plumber did not put a diagnosis reason on the bill and because it was not preapprove for our technician to do the work.  I ask them to removed the deep well and water pump from the contract and they told me they could not because that was added and I got a discount for one free add on. That was February 26, 2017.  Well I was heating up some water for my hot chocolate while I was talking to him and told him my microwave was not working he ask when was the last time it was working I told him the day before because I heat up some water for hot chocolate prior to going to work I work 1 pm to 1 am. Nothing was said on either one of these claims that they were outside of my warranty. they sent me e-mail to contact a repair man from which I did and he showed up and I  paid him 60.00 dollars on March 2, 2017. I did not heard from him until I called them March 20 and they inform me we were waiting for parts to come in. I call the repair man on  April 6, informing when will the parts be in. He told me that he thought everything was taken care of. So I call them April 6, to report the refrigerator I told them my microwave is not fix yet and they inform me I need to call another service man because the first person said it was beyond his experience to fix the Microwave. So they email me another service man to fix both the microwave and refrigerator. This guy was fast and prompt he came out and service both only to tell me the refrigerator needs to be replace and the microwave need an element and electron. I receive an email on the April 12 to contact them and they told me that the refrigerator as not cover for that problem and the microwave could not have been damage that much in 2 months, and they were not going to replace it, he also  said I had too many claims, I told him why would that matter will they have not paid for any of the claims that I had that they weasel their way out of everyone of them, then he offer me 100.00 dollars toward my microwave to replace it. I inform him why would I do that will I can cancel my plan and have more than that to replace my microwave because my microwave cost 2000.00. Then he told me I would not get my full refund it will be 268.37 dollars.  No where in my letters (e-mail that my claims were filed too early. I am not asking for them to fix my appliance as they promise, just my full refund, I paid 2 services for them to come out to service my appliances I am not asking for those refunds (160.00) because those appliance were not fix. I am only asking for my Full refund. In reality they owe me a microwave and deep well pump and a refrigerator, none of my items were fix or repair, just a denial on all 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 www.choicehomewarranty.com/useragreement. A review of the claim shows that it was processed according to the policy. Based on the diagnosis we received, it stated that keypad and fuse had failed and needed to be replaced.  After an extensive search, our technician was unable to locate the parts needed for the repair.  Per our policy, Section Letter F, Number 9 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….” Our Sr. Claims Specialist advised you about the outcome of the claim and offered you $225 towards a new unit.  You expressed your frustration and requested to cancel.  You spoke with our Customer Solutions Specialist who offered the $225 again, and you accepted.  Your check was mailed out April 4, 2017.You confirmed with us when your check was mailed out, then requested to cancel.  Per your request, Choice Home Warranty has cancelled your policy and has started the process for sending your prorated refund.  Please see our policy, Section L of 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.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 continue to provide outstanding service on all levels to all of our customers. The terms and conditions outlined in the policy remain clear as it relates to the coverage. As previously stated, although we do not require our customers to submit maintenance records, we will allow our customers to do so in an effort to reach a resolution on a claim. Once we receive your information, we will review and hope to be able to assist you.  Regards, CHW

Dear [redacted],Upon receipt of the agreement, we did provide a refund of the funds back onto your credit card that you had purchased the policy with.  This amount was $375.00 that went back onto the credit card ending in [redacted] and it was placed there on 1/16/17, I am sure you will be able to see it in the bank as a credit.Thank you,CHW

Dear [redacted] We regret to hear your frustration.  Please understand based on the last diagnosis, it stated that the technician needed a wiring schematic in order to fix the unit properly. As a goodwill gesture, you can submit your paid invoice to [email protected] for review.  Once we have received, and reviewed the information, we will contact you with an update. 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, we do see that the policy was purchased on 7/3/17 and then began on 8/3/17, this provided you with 30 days to review the terms and conditions of the policy.  You placed your claim only 5 days after the policy began which shows us that the system did not come into the policy in proper working order.  Per our policy, Section A. Coverage #3 states that all units must enter into the policy in proper working order.  It also states that we do not cover any known or unknown pre-existing conditions. The septic system was notated to have been full and required pumping, please note that this could not have happened within the time that you had the policy.  You are required to pay the service call fee on any claim that you place for any reason even if the claim is not covered. CHW is not able to provide you with coverage of this claim and if you do want to cancel, you are able to do so however we are not able to refund you for a claim that is not covered. We have documented the claim to reflect that you declined the funds to stay with the company and you would like to cancel as soon as possible.  We will have a cancellation specialist contact you. 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 hvac system is 26 years old. It worked well for all these years. Nothing different happened that would cause the failure .This is strictly a case of compressor burnout from age. Your certified technician stated and wrote down that the system was clean and the problem was due to normal wear and tear.
Regards,
[redacted]