Bass Services, Inc.

Complaint: [redacted]
I am rejecting this response because:They did not contact me regarding maintenance recipes and or prove of maintaining the unit. We live in Las Vegas and Air Conditioning units get HOT. You were quick to deny my claim without proper investigating. Choice Warranty is a dishonest company.
Regards,
[redacted]

Dear [redacted]Our policy states that all units and components are covered and then we explain in detail what exactly is not covered. In reference to your oven, we do not cover failures that are due to burning of items. In reference to your Air Conditioning system, CHW provided a goodwill gesture due to the fact that the unit was not covered, in reference to the hot water heater, we do state in Section D. Coverage #6 that we do not cover the actual tanks.As stated before, you are provided with 30 days to the start date of the policy to ensure that all units are in proper working order and you are provided these days to read and understand your coverage, if you had any questions or concern or did not feel comfortable with the coverage at that time you could have requested a full refund as stated in Section L. Cancellations.Since CHW has provided $660.00 towards this policy in which you paid a total of $1239.00, rather than providing you with a prorated refund which would be less; we are offering to provide you with a refund minus claims paid. If you were to cancel the policy now, you would be responsible to pay back the amount that we paid plus an administrative fee and would be provided back with the months that you have not used; this does not include the extra months of coverage.  There would not be a refund on this policy however as stated CHW is willing to offer you the amount that you paid for the policy minus the amount that we paid out on claims.  This would be a refund of $579.00, if you would like to agree to accept this amount, kindly contact us and we will provide you with a form to sign.We do regret your frustration with this policy however CHW is in full compliance with the terms and conditions of the policy.Thank you,CHW

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

 Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on www.choicehomewarranty.com/useragreement. After review of the records/invoices that you had sent into our office, we have paid the CAP amount to the technician of $500 towards the repair of the pool.  We have been reaching out to you to advise you that you would owe the reminder of the funds to the technician in the amount of $33.60 plus the service call fee of $45.00.Please kindly contact us at ###-###-####, if you have any questions or concerns.  If you would still like to cancel the policy, please call to speak with our cancellation team.We do regret your frustration and do hope that your next claim with us is not as difficult.Regards,CHW

Dear Mr. [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 shows us that the unit was recharged only but 7 weeks ago and it is now low 3 ½ pounds. The pictures that we received showed that the unit had a buildup of debris that restricted the air flow and retaining moisture around the condensing coil which did result in a leak as well as hanging and debris filled the control box within the furnace.Per our policy, Section F. Limitations of Liability #12, CHW does not cover failures that are a result of a lack of proper routine maintenance.  You are more than welcome to provide us with records showing that the unit had routine maintenance and our authorization department will be happy to re-open the claim for review. Please send the records to [redacted] We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

We have verified that the check has been mailed. It has not been cashed. The policy states that you can pay a $30 fee and CHW will re-issue the check. This amount will be deducted from the check. Or, you can wait 90 days to receive the check and if it remains outstanding, CHW will reissue a check at no charge.  Regards, CHW

Complaint: [redacted]
I am rejecting this response becauseNo where is it stated on the repair form that there was a problem with the balancing of the washing machine. You can use this play on words all you want, the washing machine did not drain properly and took a long time to wash and also was unstable. I have read thousands of complaints on items that you simply do not cover and reject claims on for some reason or another that you make up yourself, and that is not true. I do not accept that this claim was filed properly and therefore you chose to reject the coverage. You need to refund our money for the service call, and refund us for the entire amount of the warranty in the amount of $400. We did not use your services, and when we did you invented a reason not to cover it. The $100 does not even come close to covering the repair of the machine as quoted by the individual that you chose to send out here. I'm not happy with your choice of verbage, and I have looked at the contract in detail. This is not the issue with this particular repair. Get it right, own up to the fact that you need to make your customers happy, and quit rejecting claims for anything and everything! It's downright dishonest and fraudulent!
Regards,
[redacted]

Per our email We have shown you and you have agreed that the one policy you were charged the $52.50 and you were given a credit to your credit card on 2/16/15.  This was for policy number 809476858.That policy was closed and your refund was credited. The second policy, this is the one that we are offering to give you a full refund for, this is policy number [redacted]  This account was charged as we mentioned 2/27/15 $37.922/27/15 $9.203/27/15 $47.12You have declined our offer of a full refund therefore, there is nothing more that we can do for you as your claim is not covered per our policy.Regards,CHW

Complaint: [redacted]
I am rejecting this response because of the sales practice of the company representatives, I clearly stated what type of home I had and the appliances for which would be covered under the policy. The salesman said each appliance is covered up to 1000 dollars and never mentions the depreciation in there conversation. I also asked about a hot water heater if it would be covered under the provisions of the contract and again I was recently made to understand there are so many exclusions it's impossible to ever recover a penny if the tank leaks although the sales man told me if the tank goes they would replace the unit. I was extremely careful to discuss all my concerns regarding my septic tank and I mentioned it costs me approximately 250 dollars to clean it out every two years, the salesman told me it was covered under the contract, another exaggeration of the truth of the spirit of the contract received after you sign with the company. I can go on and on because I was very clear with all my concerns before signing up by making a payment through my credit card.My son has another company who competes with Choice and to date he has had three issues and none of his very expensive repairs were turned down. This company writes there policies so the average homeowner get turned down more often than as professed by the original sales pitch. As financial institutions are regulated foe bad sales practices so should these company's who prey on common people who agreed to enter into these contracts with good intentions only to find out this company is ripping off the typical uneducated in both legal documents and trade issue problems.So I continue to reject the response until I receive my full premium back, I intend to purchase a similar contract in which I mentioned earlier regarding my sons success with a similar competitor to Choice.
Regards,
[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 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.

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 handled properly. Based on the diagnosis that was received, the issue with the heat is that there needs to be an outside temperature sensor installed to stage the propane back up to the furnace properly. This is considered a modification to an existing system. Additionally, the propane heater is a backup source of heat for the heat pump. CHW only covers the main source of heat as indicated in Section Letter D, Number 5 of the policy. Additionally, in accordance with Section Letter F, Number 11, modifications aren’t covered. Should you have any additional questions, please call the CHW customer service team directly at ###-###-####.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted]We received and reviewed your paid invoice that you received from the technician. The fee that the technician charged you was to “pull out toilet”.  Our policy states in Section Letter D, Number 8, CHW does not cover the “Cost to locate, access or install ground level clean out.”  Therefore it would be non-covered.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].   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

We do regret that a technician would state anything negative about our company; we will contact the technician to provide this information.  You stated that you had a second opinion however we do not have anything different as to why the unit failed besides the fact that the unit lacked proper routine maintenance. In reference to the technician himself being licensed, CHW hired EDR Air Conditioning which is a legitimate company; we cannot advise them who they can hire.  If you believe that the person that came to your home was not a licensed technician, we will look into this matter however we do not have a second opinion from you as you stated.Kindly have your technician contact our inside technical staff to provide their opinion along with routine maintenance records and we will be able to review the claim.  Please send the routine maintenance records to [email protected] . Thank you,CHW

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

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on www.choicehomewarranty.com/useragreement. Upon review of your claim for your washer, it shows that the unit was making a loud noise and the spin basket was rusted out.  Per our policy, CHW does not cover any failures that are caused by rust or corrosion. Please see Section F. Limitations of Liability #1 as well as #8.Our policy states that we will replace or repair all covered items, this claim as we have explained is not a covered claim therefore we would not be responsible for replacement or repair.We do regret your frustration however, CHW is in full compliance with the terms and conditions of our policy.Regards, CHW

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

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on www.choicehomewarranty.com/useragreement. A review of the claim shows that it was processed according to the policy.  Based on the diagnosis that we received, it stated that there was internal failure in the compressor.  This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor.  This failure occurred from a lack of proper routine maintenance.Per our policy, Section Letter F, Number 12, CHW is not responsible “…for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance...”  Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied.  We strive to provide the best customer experience, therefore as a goodwill gesture, we offered you $100.00 towards this repair.  You declined this offer.  We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.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].   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

Complaint: [redacted]
I am rejecting this response because this service was inadequate I am sending you this notice to request cancellation of my home owners insurance with immediate effect. You do not treat new customer like this I requested a service nothing was done. I was also was overcharged by [redacted] when I first purchased your home owners insurance it was supposed to be $375.00 your representative [redacted] charged me $1,050.00 your company is very unprofessional company. I expect a full refund of 375.00 plus the $45.00 service fee. I look forward to you reply and a resolution to my problem  
Regards,
[redacted]

[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 I have found that this is dead end for me. I have accepted this because the company and I are just going in circles and are not accomplishing anything. I consider this issues resolved only because I do not want to waste my breath on this company any more. I hope they will not be a recipient of your Revdex.com award that many people hold as a standard of excellence.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: It is untrue. They sent the technician out to fix the problem and he would have if it hadn't cost so much. This is wrong and we never signed anything and weren't told about a website where we could look at the policy and got our paper copy after we canceled our policy.  
Regards,
[redacted]