Bass Services, Inc.

Complaint: ***
I am rejecting this response because: The response is not accurate Just today, I had another conversation with Choice - and their latest response was that they were told by repairman that something was dropped on the stove top and it was not "wear and tear" - their second excuse I told the repairman that a year ago, I dropped a salt and pepper shaker on the top and it cracked the glass - and that the unit is hard to repair Their main issue that components have failed is not substantiated - the repairman never opened up the unit - so hard to imagine he knew that parts were in need of replacement - their denial of claim is based on this - which is flawed - their repair man was not qualified to diagnose such a complicated unit and just assumed all parts associated with burner function needed to be replaced Not true. Dealing with CHS has been frustrating as they changed their story from yesterday to today I also filed a complaint with the NJ department of consumer affairs At a minimum, they should be offering me a refund of my policy - and cancel my coverage They should not be in business.
Regards,
*** ***

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 I do apologize that you were not informed that CHW does not do maintenance on units, we only do repairs Also, per our policy every unit has to come into the contract in proper working order You called us a day before your policy started and we did advise you that you could not place a claim as of yet because your policy had not started yet You then went online and placed your own claim for this unit the day after your policy began We did advise you over the phone that this would be considered a pre-existing issue Pre-existing meaning to your policy start date; CHW does not cover any known or unknown pre-existing issues as this clearly was since you called it in before the start date.Please see Section ACOVERAGEAre 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.I also see that we did refund you back the last payment that you made upon your cancelling your policy with us We are very sorry for any inconvenience that this has caused.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 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 condenser coil was dirty and the unit was missing 2lbs of Freon This 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 or routine maintenance...”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not in agreeance If you would like to further dispute this claim, you can send your proper routine maintenance records to [email protected] for review If the records show that the system was properly and routinely maintained, we would adjust the outcome of the claim accordingly You also have the option of getting a second opinion at your own expense If you choose to take this route, please submit the detailed diagnosis invoice to [email protected] for review.If you would like to cancel your policy and/or inquire about a refund, please contact our Customer Solutions Department directly at ###-###-#### 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 *** ***,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 *** We do understand your frustration and although our policy states that CHW is not responsible for the technician’s negligence, we have on your behalf reached out to the technician for you However we do suggest that you contact the technician or place a proper complaint against them since they are the issue and our company does not take responsibility for them We urge all customers to review their policy before placing a claim, our customer service reps are not technicians and we will send a technician out to your home for any reason that you contact us for since we cannot diagnose over the phone We will however provide you with a onetime free service call fee onto your policy for the next claim you have to place.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. Upon review of your Microwave claim, we confirmed the diagnosis of a the unit not heating due to the migration and the touch pad was not working as wellWe were advised that the repair of the unit exceeded the amount of the actual unit, therefore we provided you with funds for the replacement of the unit The amount that we provided to you is based on national wholesale pricing Please refer to the policy Section F #that 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 process all checks through an automated system, which may take up to days to complete We do see that the amount of $had been sent to you and we do see that the extra check for $had been authorized on 3/27/16; therefore you would receive the check on or around 4/27/ We can see that the manager did request that our billing department to send your check faster than our day processing time We will do our best to have the check sent to you faster than our turnaround time.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 assetWe 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 purchaseIt may also be found on our web site at *** Upon review of your claim we do see that the oven claim has taken quite a long time for the technician to respond to fix the unit but we do see that you have spoken with our customer service department and we have provided you with the $that we were going to pay the technician for the part
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy
Regards,
CHW

Complaint: ***
I am rejecting this response because:i specifically asked the salesman if we were at fault of the condition when we just bought the house months agoQuestion for you: how can we maintain a AC unit that we did not own months ago? Maybe you can train your sales man to not try to push the product so much by upselling and educate that you are not going to cover the systemFor the past months claims have come through from people I know that have been declinedI am almost sure that not one has been approvedMaybe make the small print not so small so you do not give people hope that they are coveredYou are supposed to give peace of mind instead you are effecting people financially
Regards,
*** ***

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 *** A review of the claim shows that the claim was processed properlyYou have indicated that the issues with your unit are occurring as a result of work that was covered by CHW previouslyAs such, you will need to contact the technician that did the faulty workSection Letter F, Number of the policy 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 performanceYou also agree that we are not liable for consequential, incidental, indirect, secondary, or punitive damages”Please reach out to that technician directlyPlease call the CHW customer service team directly if you have any questions at ###-###-#### 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: I have done NOTHING to cancel my policy but would be more than happy to - I want something in writing that no more payments will be taken out of my bank account and a refund for over payment to date - I HAVE called your company multiple times and been told a minute wait then when I get to someone transferred to another person with ANOTHER minute wait - I have emailed back when I received emails you were trying to get me request YOU CALL ME - but never happened - I suggest you hire more people to answer phones and be more honest for those who say they are in remote areas -
Regards,
*** ***

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 your claim was processed in accordance with the policy section Letter F, Number 12, which indicates CHW is not responsible for repairs due to lack of maintenanceAlthough not required, we invite you send in your maintenance record for a more favorable review of your claimShould you wish you can send this to *** We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear *** ***We do regret your frustration and we do see that one of our Customer Service Specialist are scheduled to contact you however, please feel free to contact us at ###-###-#### and we will offer to provide you with a full refund of the paid policy.Once you have contacted us, we will send you a release agreement that will allow us to provide this to you.Thank you.CHW

Dear *** ***
As stated before, under the Section F, Limitations of Liabiltiy #and #which states that we do not cover any failures that are of rust or corrosion The outcome of the claim stands. We are still offering you a goodwill in the amount of $to assist on this non covered claim Please contact us directly at ###-###-#### and we will provide you with the paperwork for this claim/policy and you can receive the funds.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 *** and will accept the offer
Regards,
*** ***

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 your claim was processed in accordance to the policyAs outlined in section Letter F, Number We are not liable for or routine maintenanceWe will not pay for repairs or failures that result from the Contract holder’s failure to perform or routine maintenanceFor 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 replacementCHW doesn’t require that maintenance records are submitted, however, customers are invited to provide the maintenance records that are done in accordance with the specifications of the manufacturer’s manual to have claims reviewed in hopes of a more favorable outcomeAt this time, your policy with CHW is no longer active so there can be nothing more done with the claimsAt your request the policy was canceled in accordance to section Letter L, Number A cancellation email has been sent 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: There are so many appliance repairmen in this city There is no way they all would be busy at once I purchased this contract and spent good money on it because you don't always have the money when you need a repair So what do I do next? Hire an Attorney what? I have been without an oven for over weeks now The oven light has been stuck on and sparks Besides having my friends on *** share this story so people thinking of purchasing these services can get the story on them? Our contract is over in a couple months so they are trying to drag this out and say we don't have coverage But the Revdex.com knows when this claim was started We will NOT be extending any contract with Choice Home
Regards,
*** ***

CHW apologizes that the claim was not covered, however, CHW remained in the guidelines of the policyThe policy is sent to all customers to allow an opportunity to view the contract and present any questionsAs of now, the claim was processed in accordance with the 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 *** A review of the claim shows that the claim was processed according to the policyThe technician was dispatched and when CHW wasn’t able to quickly obtain the diagnosis, another technician was assigned to ensure adequate customer service and prevent further delaysA diagnosis that was received from the technician indicates that the unit needed to have a new capacitorIt was determined that the unit wasn’t worth the cost of the repairAs outlined in the policy, you were presented with an amount that would be provided towards the purchase of a new unitAs the policy outlines in section Letter F, Number 9, “We have the sole right to determine whether a covered system or appliance will be repaired or replacedWe are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or colorWe are not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governments”Also, section Letter F, Number 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”The CHW team has been attempting to work with you, however, can’t reach you on the number that was leftPlease call the CHW customer service team at ###-###-#### 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:
I will be more than happy to send my maintenance records as I have already sent them to the New Jersey Consumer Affairs with my complaint against CHW.
Regards,
*** ***

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 shows that it was processed according to the policy Based on the diagnosis that we received, it stated that the compressor shorted to ground This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor This failure does not constitute wear and tear as there are many safeguards that work to prevent these types of failures Per our policy, Section Letter A, Number 2, we cover failures that “Become inoperative due to wear and tear…”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied Please be advised that you were offered $1,towards the non-covered claim To accept this offer, please reply to the Consumer Advocate’s email directly.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

*** ***,Please first note, Section FLimitations of Liability #that states that CHW is not responsible for the technicians’ negligence If you do not like a technician that has come to your home, you can always request a different one or request to use our reimbursement process.However, since you disagree with our policy, CHW is offering you a refund to cancel your policy out with us You paid us $for the policy and we have paid out a total of $ We are willing to offer you a refund minus claims paid rather than cancel your policy per the terms This will allow you to have a refund.If you would like to accept this offer, please contact us and we will provide you with the release agreement that we would ask you to sign. Thank you,CHW