Bass Services, Inc.

Complaint: [redacted]
I am rejecting this response because: I did call back after receiving  a message from Choice. Once again I was transferred multiple times and I was then placed on hold for an extended period of time. I had to hang up after 20 minutes as I had to go back to work. I felt I was placed on hold just to shut me up. I was never given any solution or did anyone try to call back. My refrigerator is still broken.I am almost 60 years old I have never complained about any business before just so you understand.Thank You[redacted]
Regards,
[redacted]

I've already advised CHW that they have the most recent records of service from my February 2016 claim. The floor manager David L., had advised me that they had this one file. During that period, I also experienced issues with their service regarding my A/C unit. At the time, my A/C stopped cooling around 3:30PM CST when I arrived home and I opened a claim to have a technician assigned. CHW representatives made no effort to ensure that it was escalated even though I had advised them that temperatures were getting to unsafe levels in my home. As a result of this being over extended; I had to call my own technician whom diagnosed the issue, which was a normal part that was due to wear and tear. The technician at the time also serviced my unit, which I was aware that I would not be reimbursed for; however I typically maintenance my unit near Spring according to manufacturer guidelines before the extreme heat during the summer months. When I called for reimbursement, CHW also reneged on their policy as they had previously advised me that due to their service representatives error in forgetting to assign a technician, they would approve the cost of the repair as long as it was within average market pricing of the top 3 technicians in my area. I was advised that they would only cover $50 of reimbursement on a repair that was $300 plus. I inquired as to why since the part itself was over $100 and was advised that they don't pay for emergency services, which I was previously advised that they would reimburse. I argued that there were no emergency fees or after-hours fees charged by my technician and that it was a fair amount for repair, according to their point of reference ([redacted]). I was advised now that they prefer I use their vendors which they have negotiated lower than market prices for and will only reimburse me for that. I'm still puzzled as to these contradictory responses and why they believe that $50 reimbursement would be suffice for any major appliance repair job with parts. After many weeks of complaints; I was finally given a "courtesy" reimbursement for the claim minus my regular service maintenance fees that I paid the technician. My logic to this service record reference is that if my unit was properly working and I also paid additional for routine annual maintenance. I'm puzzled as to how could they cite a failure due to poor maintenance? I'm also contesting that they are requesting unreasonable records and this directly violates the terms of their Federal Judgement class action law suit that was filed by the New Jersey Consumer Affairs Division for unfair and deceptive business practices back in 2015, which I don't need to remind them that they are still being regulated and monitored. This is a blatant attempt to not pay on my claim as I was advised that even though my unit was the original that came with the home in 1985; the "safeguards" that would protect the unit from shorting to ground is not susceptible to failure due to normal wear and tear. I think that this is preposterous that they believe that a unit built in 1985 is not going to break down and it's safeguards and mechanics will not fail. This sounds highly unreasonable and deceptive. I've already filed a notice with both the New Jersey Consumer Affairs Division and the [redacted] Consumer Affairs Division at the Office of the Attorney general and notified them of the continued violations of this business and how they have put the safety of my family and I in jeopardy over this claim. They will be liable for damages due to negligence if this issue is not resolved as I plan to take this further as another class action claim should CHW remain to be in violation and avoid resolution of my valid claim.
In addition, I will also be alerting national business review journals and TV stations of this egregious issue if my issue is not address and resolved to satisfactory. I've paid thousands of dollars to CHW since 2012 and this company has proven to be a scam for consumers according to their track record.
Regards,

Dear Choice Home Warrantee,We declined your offer of $500 because the 410A compressor unit your service technician specified due to new federal guidelines was incompatible with our interior heat pump coils (R22) and that both units needed to be replaced at an estimated cost of about $6000. Your technician told us he was unwilling to replace just the 410A compressor because it would only cause further problems within a year but was instructed to “do it anyway”.Your customer service representative told us that you denied our claim to repair the unit because of improper maintenance. We have had the unit inspected and serviced for the last two years before we signed the service agreement with Choice Home Warrantee, and have the receipts to prove it. After having told this to your customer service representative on a follow-up call, we were then told us that you now denied our claim due to an accumulation of mulch around its base. Your service technician took pictures of the unit, as did we. The mulch in no way blocked any vents or covered electrical connections to the unit. We were also told that upon accepting your offer, we would need to cancel our policy and sign a release from further action.We have since had the unit repaired by a qualified HVAC company. We request you refund the cost to repair the unit of $6140.00. Should you decline, we will have no other recourse to than to seek legal action through the class action suit being filed against your company. It is certainly worth declining your offer of $500 to ensure that we help other consumers avoid doing business with this disreputable company.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
While I understand that your contract stipulates certain "things," what you are failing to grasp is how disappointing and inferior your service has been. You are adding insult to injury by refunding our money with many deductions, including charging us back for the washing machine we got under your policy. I have neither the time nor the inclinations to fight you any further on this. I will accept the refund and be sure to use my skills as a social media manager and public relations specialist to inform everyone in my network to stay clear of your business. Think of the positive impact a different outcome to my Revdex.com complaint would have garnered. We were customers of your competitors, and although their rates are slightly higher, we will be heading straight back to them. They were always outstanding in the quality of their service and customer relations. 
[redacted]

I am rejecting this response because:I have been a customer with Choice Home Warranty the year prior to this one.  I have paid my monthly cost each month and only used the services (washer) once.  I had decided to get the warranty plan again, in addition to recommending them to my real estate customers in the near future.I reject this offer because I have proof that this problem was not pre-existing nor did I know it would break during the night hours.  Prior to this happening, I had out of town company, family members from Pennsylvania who stayed at my home during the visit.  The air conditioner was in good condition, cooling off my home as it was supposed to.  My company flew out the night prior to this air conditioner breaking.  This can be proven.  During the night hours I awoke to the pounding within the air handler and call the following morning.  The policy was in effect and paid.  I have proof of all statements being made.  I have records to show that my air conditioner has been serviced each year.  It's due to be serviced again on Friday, June 26.  I believe Choice Home Warranty never intended to pay for major repairs when I purchased the Warranty.  I believe they only pay minor repairs.I would not lie regarding this matter.  I believe in honesty and I stand on my word.  I believe I should be reimbursed for the damages that resulted in costs of $1100.00 to replace the motor.I have since cancelled my policy and purchased American Home Shield.  All appliances & air conditioner in my home are in good working order at this time.  Once again, this decision by Choice Home Warranty is unfair, dishonest. Thank you,

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].   The repairs have been approved for the refrigerator. CHW apologizes that you have endured the issues with the refrigerator and having it fixed. It appears that the CHW team is working on a resolution to assist you. The team has offered to send the technician back to diagnose and correct the problem. Please call the CHW customer service team at ###-###-#### to discuss the option.   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 our web site at [redacted].We do see that you have been working with Tracy our Customer Advocate to have a second technician come to your home at no cost, then we found that the unit was an Energy Management System and since we do not cover this per our policy Section D. Coverage #7, we have offered you a full refund of the policy.  We did just send you the release agreement and are awaiting you to return it to us.We do regret your frustration and do appreciate you working with us to come to a mutual agreement.Thank you,CHW

Dear [redacted],In reviewing your policy, we show that when you purchased the policy, you decided to downgrade the policy to a yearly at which the rate changed and you were provided $447.82 back out of the $1172.82 that you originally paid.  We then provided you the yearly coverage for $725.00 but this is a yearly policy, (12 months) the extra month is added for free.  This month does not count in a refund.Also, once you tried to charge back the account and you were declined because we did provide you with the correct refund of $237.90 per the terms and conditions of the policy.  You would be responsible for the paid claims, an administrative fee of $50 and the remaining months were provided back to you.Again, we regret your frustration with the policy but there is nothing more that we can do for you since the correct amount was provided to you for the remaining months.CHW

Complaint: [redacted]
I am rejecting this response because:  I did not authorize you to extend my policy.  There was no notification that the policy was extended so I could reject or accept the extension.     You have until the 11th of November to make restitution for your unauthorized deductions from my checking account.  I will submit a complaint with the Attorney General in New Jersey and Nevada if you fail to rectify this situation. 
Regards,
[redacted]

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback very seriously.  Choice Home...

Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php. All of our information was sent to you upon your start date as well. You did receive a hard copy and an email with the policy’s terms and conditions.Upon review of your policy, it does show that you had cancelled your policy on 8/17/15.  The claim that you placed for your POOL/SPA would not be able to be processed due to the cancellation of the policy.  Your policy has to be in good standing for any claims to be processed.  Also per our policy Section L. Cancellations, CHW would normally charge you a $50 cancellation fee and charge you the amount of money that we had paid out for claims.  CHW as a goodwill gesture did not charge you as our policy stated and allowed the cancellation of the policy. Please refer to 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.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.  Best regards,CHW

Dear [redacted],,We do regret your frustration however our policy states that all units must enter the policy in proper working order on the day that the policy begins.The unit had more damages than possible within the time frame of the policy. Therefore we are offering you a full refund of the amount that was paid for the policy of $375.00.  Kindly contact us at ###-###-#### if you would like to accept. Thank you,CHW

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
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 your claim it appears that your claim was covered by CHW. However, in accordance with the policy section Letter F, Number 19 which states 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.   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 Warranty Company (Choice) is now changing the verbiage of what was discussed on the phone with the 'Senior Analyst' named Rochelle. Rochelle stated that the refrigerant leak is what caused the rust and corrosion. I confirmed this with the technician/owner from [redacted]. They went on to say that should the Freon leak be stopped, my AC unit would work fine. Now both Choice Home Warranty and [redacted] stated that our phone calls were being recorded for 'quality assurance' up which I responded that I was as well. So, I believe between their recording of our conversation and the recording in my position, it will show that they are being untruthful when describing what happened to my AC unit. We maintained our AC unit as expected for the end user of this equipment. A refrigerant leak happened and my unit began to fail. That refrigerant leak caused rust and corrosion which really had nothing to do with the operation of my AC unit. Like I said in my complaint, I believe CHW is responsible to resolve this situation.  In their sales pitch, not only was I told that we would never have to pay for a covered repair again, but that if they could not fix it, they would replace it. So....given the weather in Central Florida and the need for an AC unit, this is something that has to happen faster than sooner. I am a disabled veteran with mobility and breathing problems and what I have been dealing with here is causing my health to decline.We did get an estimate from CHW's vendor for a new system to be installed in my home.  That cost will $4350.00. It is Unexpected needs for repairs that I have been doing business with Choice Home Warranty...and now they are trying to finagle their way out of honoring our warranty.NO....I do NOT accept their response.[redacted]
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 do see that you placed a claim for your refrigerator and CHW did receive a diagnosis that stated that the damper assembly and evaporator motor were bad.  He stated that the evaporator motor shorted out causing the damper motor to freeze and fail. Per our policy, Section F. Limitations of Liability #19 states that CHW will cover the initial failure of a unit, we will not cover any failures due to secondary damage.  CHW has provided the authorization for the evaporator motor and you will be responsible for the secondary issue. Also per our policy, if a technician is dispatched to a home a service call fee is due.  This fee is due if the claim is covered or not covered.  As a goodwill gesture we have placed a onetime free service call fee onto your policy for any future claims that you might place. 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]
I am rejecting this response because: since submitting my Revdex.com complaint against Choice Home Warranty I have spent hours reviewing customer responses and I haven't been able to find not one negative review. And for a fact if Revdex.com would look back over their complaints they will find them.  I know for a fact that a personal friend wrote several on their website in 2015 about a hot water heater and dish washer that choice didn't want to cover.  Not one time did Choice Warranty show this person's negative review. 
Another friend wrote a negative review and complained to Revdex.com and her negative review was never shown on Choice Warranty website.  This lets you know that this company wants the public to think they are perfect and they satisfy their customers 100%.  I am going to take my complaint another step forward to the Consumer Affairs office at the state and federal level. Whether they do anything about it or not, they will know of my issue with Choice Home Warranty.  
[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 that your claim was processed in accordance to the policy section Letter d, Number7 in which door bells are excluded in the policy.     We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

[redacted] ,  We are very sorry that you disagree with the outcome of the claim and our policy.We do regret your frustration with this claim and do see that you have cancelled the policy with us. 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 garbage disposal was leaking and needed to be replaced.  Please note, that you purchased your policy on April 3, 2017 and the coverage start date was May 3, 2017.  The failure of your garbage disposal would not have happened during the short lifespan of the policy.  Per our policy, Section Letter F, Number 1, CHW is not responsible for any “…known or unknown pre-existing conditions…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel your policy due to your dissatisfaction.  We strive to provide the best customer experience, therefore we offered you funds in the amount of $100 to assist you on the non-covered claim.  You declined this offer as you insisted you cancel your policy.  You spoke with our Customer Solutions Specialist who attempted to assist you, however you declined as you stated that you wanted to cancel your policy, Per your request, your policy has been cancelled as of May 19, 2017.  Please see our policy, in Section Letter L of Cancellations as you are entitled to a pro-rated refund, not a full refund: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

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 claims shows that the claim was handled properly. The diagnosis that was received from the technician by CHW was that a gas valve needed to be replaced as there is no continuity in the gas valve. Section Letter D, Number 5 indicates that valves are not covered. Records indicate that you have advised that you will be seeking a second opinion. Please have this information submitted to CHW and the team will be happy to review the claim. Please call the customer service team at CHW directly with any questions at ###-###-####.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW