Bass Services, Inc.

Complaint:...

[redacted]
I am rejecting this response because: There policy states that the funds would be back in my account within 7 to 10 buisness days after I canceled. Not 7 to 10 buisness days after 7 to 10 buisness days after being canceled. I  have been on the  phone for hours waiting for them to take me off of hold to be told that I would have my funds in my account within 7 to 10 days of my cancelation. This is one mismanaged and discieving company that has no intention on refunding any funds once you read their warranty and insist that you don't need your concerns in writing. That they will make notes on your account and they will remember their notes 5 to 6 years later with the owner of the policy not having a copy. Plus it took 45 minutes on the phone to get my warranty canceled. They kept insisting that I had no need to cancel no matter what I thought.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I am not the only person with this type of complaint.this company is a COMPLETE RIPOFF.  
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 that we received, it stated that the unit was completely empty on Freon due to a rusted and corroded evaporator coil.  Please note that the pictures we received, it confirmed the rust and corrosion.  Per our policy, Section Letter F., Number 1, CHW is not liable for “…malfunction or improper operation due to rust or corrosion of all systems and appliances…”  Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which due to your dissatisfaction, you requested to cancel your policy.  We strive to provide the best customer experience therefore as a goodwill gesture, we offered you a free month and free service call fee.  You declined this offer and insisted on cancelling. Per your request, your policy has been cancelled as of 9/13/2017 and your refund of $40.00 is processing.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 the claim was processed in accordance with the policy. The diagnosis that was provided was that the heat pump needed to be replaced. Section Letter E, Number 1 of the policy indicates that heat pumps aren’t covered. This is the policy that was sent to you upon purchase of the policy in July 2015. A link is also included above for your convenience and is also available online.  The technician completed the repair without prior authorizations. Section C, Number 3 of the policy indicates “….We will not reimburse for services performed without prior approval”.  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.   The cancellation department has been made aware of your request. CHW doesn’t want to lose any valued customer and although the claim is not covered due to rust and corrosion as outlined in section Letter F, Number 1 of the policy, it appears that the team wanted to assist you. That assistance was denied and there has been a request received to cancel the policy. Please expect a call to handle this. You may also call 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],
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 this claim for the AC system, we do see that the diagnosis that was provided to us showed that the compressor had failed, the unit had rusted components but it was only 12 years of age and also lacked proper routine maintenance.
If you have routine maintenance records, please send them to [redacted] and we will be happy to review them for you. Per our policy, Section F. Limitations of Liability #12 states that all units must be properly maintained per the manufactures specifications. We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy.
Regards,
CHW

Dear Mr. [redacted], We do regret your frustration with the vendor and we have reached out to him ourselves.  We do see that the technician had charged you per your claim, $238.  He also charged you for the service call fee.  CHW is offering to place a onetime fee onto the policy for you of $45.00.  In reference to the technician, we do see that CHW has provided that information to you.  The name of the technician is [redacted] Service Company and their number is 704.507.0436.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because: I was not explained when I bought the warranty on my house. they said that ac will be cover.
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 dishwasher claim, we did offer you per our policy section L. Limitations of Liability #16 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.”CHW did offer you $180 towards the cost of the unit to be replaced, we can however provide you with the repair if you chose to have it repaired and providing all the parts are available but since this is against the technician’s recommendations, we would no longer provide coverage for that unit.  If you would like for us to do this for you; please contact us.  I placed notations in the claim if you should  chose this option and we will contact the tech to see if it is possible.We regret your frustration with this claim however CHW is in full compliance with our terms and conditions of our policy. Best regards,CHW

I am rejecting this response because:THIS COMPANY IS A RIP OFFAnd using their so called policies so they don't have to pay their claims,and at the same time service fee of 45.00 is also lost to subcontracted company that provides service.THEREFORE NOW Both parties make their money and the consumer gets cutout of repair!NOW NOBODY IS GOING TO GET PAID AND I WILL GET MY MONEY BACK!TRUST ME!

Dear [redacted]We regret to hear your frustration. As stated in the previous response, your refund was processed back onto your credit card that we had on file on 10/2/17 at 12:01 pm in the amount of $654.16.  Please allow 7-10 business days for the funds to post onto your bank account.Please see our previous response in regards to our refund policy.  Regards,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.]I accepted the offer and signed the Release back on June 27, 2016 and emailed it back to [redacted] and still have NOT received a response or phone call saying that the release was accepted or that my policy has been cancelled. Today, July 11, 2016, I am again accepting the $1500 offer and asking that my policy be canceled.   I have agreed to cancel my policy and accept the $1500.00 but I NEVER received a follow up email nor can I get through on the telephone.  [redacted] NEVER answers the phone and her voicemail box is full.  I will sign a another RELEASE and CANCEL my policy ASAP.  I just tried calling again and still cannot get through on the telephone number provided.  I'm tired of the run around with this company. I need to get another warranty company but until  this problem is resolved I cannot afford to pay for 2 warranty companies. Please help!!!
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]

Complaint: [redacted]
I am rejecting this response because:  This is the very same explanation I have received since October.  All the explanation does is postpone my next complaint when the check still does not arrive.  In the mean time I sit on my hands.  That is not acceptable.  Also, the time CHW wants me to wait for a simple check mailing is unreasonable and demonstrates how insincere CHW is.  If they truly wanted to resolve the complaint, CHW would have replied that a check was being sent by overnight mail.  My opinion is that CHW has no intention of paying.  I want to have my complaint be available for others to read when going to Revdex.com for help in deciding on a home warranty company in general and CHW in particular. 
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].   A review of the claim shows that the claim was processed in accordance with the policy. The diagnosis that was received was that there was a leak in the evaporator coils. The pictures that were sent by the technician showed that there was a lack of proper routine maintenance. CHW will not come to the location, this is why the technicians are contracted. The technician will come to review the failure and call CHW directly to speak with the authorization department, which is a team of technicians. This diagnosis, as well as accompanying photos, will help make the determination necessary for the claim.   CHW did receive documentation that was received, however, what was received was an invoiced dated 1/13/17 which indicated a leak in the evaporator coil. There was also an invoice dated 3/25/16, which was hard to read but CHW was able to determine the service valve was replaced. These documents don’t display maintenance records. Section Letter F, Number 12 of the policy 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. In the event a claim is denied, and a customer seeks to have CHW review that denial, CHW has the right to request maintenance records in reviewing its decision”.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

I am rejecting this response because:   You are doing nothing but copying your standard response to complaints and referencing fine print in the contract.  Fact is you have not fully paid for any repair we have had .... it is alway partial with reference to some reason for the rejection.    Your sales rep did grossly misprepresent the facts and committed fraud.   We only have a home warranty to protect us against major repairs like an air conditioner.... my experience with Choice confirms that they would do everything possible to avoid paying for a major repair and against reference some fine print in the contract.  I have not intention of maintaining a relationhsip with a company that I know will not provide the service and function for which we have requested.Choice is by far the worst home warranty and fraudulently represents themselves to customers.    Contractors we have used and spoken with have confirmed that Choice is the worst at paying for repairs and avoids payng whenever possible.   This defeats the purpose of having a home warranty.  Choice is only stealing money from customers and fraudulently selling policies with overly aggressive sales tactics.   I am sure there are numerous similar complaints.

Dear Mr. [redacted] ,The address that you have provided to us does not match any records we have in our system for a covered property.Please provide the covered address so we are able to review your claim. 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. A review of the claim shows that it was processed according to the policy. Based on the diagnosis we received, it stated that the compressor was locked up and shorted to ground.  This happened due to the compressor overheating.  When the compressor overheats, it causes the internal windings to fail and shorting the compressor.  This failure does not constitute normal wear and tear.  Per our policy, Section Letter A, Number 2, it states that we only cover failures that “Become inoperative due to normal wear and tear;….”Our Sr. Claims Specialist advised you about the outcome of the claim, in which you were not in agreeance with.  You stated that you would have your technician come to your home to diagnose your Air Conditioning and submit a second opinion.  Currently, we have not received your second opinion.  If you would like us to review the outcome of this claim, please have your technician submit the diagnosis by contacting our Authorization Department at ###-###-#### option #5 and then #1; Monday – Friday 8am-7pm EST or Saturday and Sunday 9am-5:30pm ESTWe 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: In regards to you not accepting responsibility for your own contractors that YOU approve and hire to do work at my house is unethical.  You should stand behind your business and the partners you work with.  Why would anyone want to do business with a company that doesn't back it's work?  If the company you allowed to come make repairs has to send you photos of the model number of the equipment they are installing and it was the wrong equipment, and you paid the company for the service, then you have taken responsibility, as it shows that you knew the equipment was wrong and you allowed the work to be completed regardless.  I will never work with a business that handles their work like you have--its unethical and completely irresponsible.  I will continue this complaint up as far as it can go and make sure that no one I know ever does business with a company that values money over the quality of work they provide.  Home warranties are supposed to easy people's minds and you have done the exact opposite so thank you for misrepresenting what kind of business you are, as I will not be fooled again by your dishonesty.  
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], although this isn't a resolution, I do look forward to receiving the remedy, and getting cool air blowing in my house again the heat index here is 105 degrees and very uncomfortable.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because what [redacted] from CHW has stated is not true and a clearly lying, The technician that I had to bring for the refrigerator  did not find any clogged lines and the unit was in a great shape before it stopped working, remember that the company they contracted with was in Ohio and did not respond to my phone call till a week later, while the fridge was not working in the heat of the summer.2nd.The AC Unit, there was no urge of power , the unit was clean and there was nothing inside the unit to impede its function. I have the same picture from the technician, clearly [redacted] is lying. I was offered a refund of my premium only if I promise not to sue or file with any business bureau.I declined because doing so will make this rip off company continue doing what they are doing without having someone stopping them cheating the public.I will filing wit NJ AG, NY AG and with my local court soon unless CHW reimburse me for the repair of the Fridge and the replacement of the AC.For the public, Please read the reviews about CHW before purchasing their policy, It was my mistake that I did not.
Regards,
[redacted]