Bass Services, Inc.

Complaint: [redacted]
I am rejecting this response because: Just because you have a lot of Legal Jargon to prevent you from having to cover anything does not mean you are an honest company. I am still shocked at the lack of "Warranty" your company offers. I will never do business with you again and for all my rentals they have or will be moved to a much better company that takes pride in helping the customer and not finding every single loop hole. Until fully paid I will not accept any rationalization on Choice's Legal end. I would have never left my existing company had I know Choice was this way. I confirmed before I agreed that my house would be fully covered from day 1. Sorry your company can't live up to the standards your sales people advertise. No need for a response because all you are doing is sounding like a legal jargon broken record and anyone that reads this will realize you may be legally covered with 4.1.2.3.4.2 of the contract but common sense says you are dodging doing your job which is to warranty when something breaks on your watch.
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, I do see that you have placed other claims with CHW besides the dishwasher claim. You are able to cancel the policy however the refund will reflect the terms stated in section L. Cancellations. You will be charged an administrative fee of $50, any claims paid by CHW will be deducted and then you will be provided a refund of the remaining months that you have.
If you would like to cancel this policy, please contact us and we will do so for you. We can cancel the check if you would like and provide you with the refund 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

Dear [redacted] We regret to hear your frustration. We have taken consideration of the date mix up however, based on the diagnosis that we received, please understand that the unit showed that there was a lack of proper routine maintenance. Per our policy, Section Letter F, Number 12, Choice Home Warranty does not cover failures that are caused by a lack of “…perform normal or routine maintenance…” In order to further dispute this claim, records showing proof of proper routine maintenance would be requested.  Unfortunately, we are unable to request these documents or further dispute this claim as you have cancelled your 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]   The claim that was placed for the air conditioning system was processed per the policy. The diagnosis received from the technician was that the compressor had shorted and failed. This is something that is typically caught and prevented with proper routine maintenance. This is not considered normal wear and tear. Section Letter A, Number 2 indicates that the policy only covers normal wear and tear.   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 http://www.choicehomewarranty.com/user_agreement.php .  We see that your policy started on 5/3/14 and you called in a claim on 5/9/15 stating that your Air Conditioning System hadn't worked in over a week.  This would make it so your unit stopped working before the policy start date, hence pre-existing to the policy. We do apologize, CHW does expect all units to enter the policy in good working condition.  Please see Section A. Coverage #3  Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or  multi-unit home) is applied, and appropriate fee is paid. Coverage 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 homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE:  This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.Unfortunately, we are unable to cover this claim for you and in order for this unit to be covered under our policy, you would have to have it fixed and provide CHW a copy of the proof of repair.  You can send the proof of repair to i[redacted] and reference your claim number.Thank you,CHW

Dear [redacted]We regret to hear that you have cancelled your policy with Choice Home Warranty.  Our records show that your policy was cancelled May 22, 2017. Please allow approximately 5 business days for the funds to be reversed back to your card. Regards,CHW

We have contacted the Service provider about your claim that he stated he has not been paid and we will speak to him about the contract that they have with us.  Our providers do have a different contract that they signed up with our company with and they are advised on how to submit invoices to us to receive payment and when payments will be paid.In reference to your check, we have verified that the check was sent out to you and will be happy to provide another check to you.  We would have to charge you a fee to cancel the first check since it is before 90 days or we can wait the 90 days and reissue a new check at no cost.However you would like to proceed is fine with us.  We do thank you for the concern with the provider and again this issue that he has brought to your attention will be handled with their direct contact with our company.Respectfully,CHW

Dear [redacted]Per our policy, Section L. Cancellations we have provided you with the accurate amount for the refund of the policy.  A total of $250.00 had been placed back onto the credit card that you had used to sign up with.  According to our policy listed below, this is the correct amount with the correct administrative fee.L. CANCELLATIONThis 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 acontract 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 paidcontract fees, less 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 $25 administrativefee and any service costs incurred by Us.Due to the fact that this claim that you had was not covered, you chose to cancel and the refund was provided. The initial refund you were charged an additional $25 due to the fact that the majority of states are charged this amount except for AL.  Alabama charge for the administrative fee is $25 therefore we have provided the correct amount for the refund of the policy.Thank you,CHW

Your policy began on 4/2/15 and four days later on 4/6/15 you placed your claim for your Dryer,stating to our customer service rep who took your claim that the last day it worked properly was Saturday.  That would have made the date that the unit last worked on the 4th of April; 2 days after your policy began.  Per our Service Provider and our authorization team, it takes a lot longer than 2 days for a unit to have all the failures that your unit has.THE IGNITOR IS BAD  THE TIMER IS BAD ,ROLLER BEARINGS ARE BAD ALSO THE START BUTTON SWITCH IS BAD These are things that cannot fail within the two days of the policy, all units have to come into the policy in good working order.  Please see Section A. COVERAGE3. Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or  multi-unit home) is applied, and appropriate fee is paid. Coverage 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 homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE:  This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.I do apologize but this unit could not have come into the policy in proper working order, if it was known or unknown it was a pre-existing conditionRegards,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 as if it as handled in accordance to the policy section Letter F, Number 1 in which CHW is not responsible for repairs related to known or unknown preexisting conditions. Additionally, section Letter F, Number 15 states, “We are not responsible for any repair, replacement, installation, or modification of any covered system or appliance arising from a manufacturer’s recall or defect of said covered items, nor any covered item while still under an existing manufacturer’s, distributor’s, or in-home warranty”.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Your company prolonged the reply past 30 days asking me to show that I had pre-existing coverage . bouncing me around to sever people .I faxed and emailed information to choice under the assumption  that with this proof I would get satisfaction  and  cost of repair from your company . Your company asked me to sign a document and give up my constitional right of freedom of speech because  I was dissatisfied with the service. I stated that I needed to seek legal advice if this request was legal or not.  No one offered any good faith money just the return of my original fee until better business became involved. The delay was on your end-Not mine I stated at the beginning that I was not pleased with the refusal of service of my oven..I also Stated that I had overlapping service greater than 30 plus days for four years  covering my appliances from another company and had been very happy with their service  . Your company had introduce a lower  introductory annual coverage less than my company of four years so I changed companies . I have documentation of communication with your company via faxes stating this .....So in dollars and cents ---What is the value that Choice is offering me .You must send me a copy of the offer

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 processed in accordance with the policy guidelines. According to section Number D, Number 5, dampers are not covered. Please refer to the terms of the agreement included in the link below or we will be happy to send you one. Please reach out to our customer service team directly at 1-888-531-5403 if you would like to have this sent.   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] Upon review of your complaint and claim, we do see that the issue was resolved and that your unit is now functioning. If this is not the case, please contact us at ###-###-#### and you can speak with any of our Customer Service Reps to assist you.We do regret your frustration with this claim however CHW is in full compliance with our terms and conditions.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 [redacted]
* At this time you do not have an active policy at CHW. It was cancelled per your request. The last payment that was paid was on 3/2/16. The credit card that was on file had already expired, as such, you didn’t pay for the last 5 months. At this time you would like to have the $45 free service call fee refunded, however, in accordance to section Letter F, Number 19 you will need to contact the technician for the return of the funds.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

For the record, I had my refrigerator repaired FOR REAL by the GE company.  That is the brand of refrigerator I have.  A new computer was needed.  not a refrigerator compressor or having the coils cleaned as CHOICE Home Warranty pretended to avoid truly fixing the problem.  After the enormous headache they caused me, I further implore upon you to WARN the public.  As reviews were randomly good or terrible, I am certain they decide to fix some  problems, and randomly choose not to fix others.  But once on the "no service" list, I feel certain one could only get grief from them without an honest repair.  The upset, pocket book expense and fraudulent practice that they company treats their victims to is unconscionable.I have not been paid the settlement as yet, they got off easy, I spent twice as much just to get rid of them.

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. The diagnosis that was received stated that the system was completely out of Freon.   The system being out of on Freon indicates that there is a leak somewhere in the system.  When the leak is not visible, a technician must perform a leak test.  A leak test would determine the location and cause of the leak, and in addition, the technician would take pictures of the location of the leak, the indoor and outdoor coils, and the model and serial number of the unit.  Per our policy, Section Letter D, Number 4, we do not cover leak test. You opted to use your own technician for the leak test.  Based on the leak test results that we received, it stated that the Freon leaked out of the evaporator coil.  The pictures we received confirmed that corrosion caused the evaporator coil formed tiny holes which caused all of the Freon.  Per our policy, Section Letter F, Number 1&8, we do not cover any failures caused by rust and corrosion. The outcome of this claim stands.  We strive to provide the best customer experience, therefore, as a goodwill gesture, we would like to provide you with 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 and 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

Complaint: [redacted]
I am rejecting this response because: This Company's technique is to deny all major claims, there were multiple claims with the same Air-conditioning unit, Choice Home Warranty sent incompetent service technicians to evaluate the system, there was no time during these several service calls that any of the choice Home Warranty's service providers diagnosed a corroded or leaking coils, I finally decided to hire an independent Air-condition repair company who discovered the leaking coil. These coil leakage/corrosion was caused by the incompetent service technicians that choice Home warranty company sent to evaluate the unit and the service provided causes the corrosion that ultimately lead to the leak. Choice Home warranty is the worst warranty Company in the industry, they are very unreliable, they deny all legitimate claims using exclusionary languages to deny claims, the Attorney general of all states should investigate this fraudulent company because they make big promises in order to sign up customers but when faced with major claims they look for ways to deny the claims. This is why this Company's reputation is currently being exposed by many unhappy customers like me. Please do not buy this Home warranty contract, they are very bad and sure waste of money and full of frauds. They are bad plain and simple. The worst Home warranty Company out there.
Regards,
[redacted]

[redacted],We understand how frustrating that this is, we do apologize for the delay although the shipment is out of our control as we explained to you on the 23rd, we did re-order the part.  Thank you,CHW

I do understand your argument about the weather as we are located in NJ as well, the point of the matter is that this unit did not come into the contract in good working condition.  It is a known or unknown pre-existing condition that CHW does not cover.  As a courtesy for you, a goodwill gesture we have offered to split the cost of repair for you.  Please see in our policy Section F. LIMITATIONS OF LIABILITY 1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.This is the reason that we have not offered to cover the entire claim but half.  Our offer of paying half of the claim still stands if you would like to contact us back.  We do apologize but this is the offer that we are giving to you as a goodwill gesture, we are not offering to cover the claim as it is not covered under our policy.  Please note that CHW is not an insurance company, we state this in our policy as well.A. COVERAGE#3   NOTE:  This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.Respectfully,CHW

Complaint: [redacted]
I am rejecting this response because: Section D of the agreemental states that shower valves are covered. The policy explicitly states that shower valves are covered.  There is no language in section D. or any other part of the agreement that defines a shower valve as a fixture.  If the shower valve was indeed defined as a fixture then the section D. which states that shower valves are covered would have read instead that shower fixtures are covered.  This company is attempting to escape covering an item that the agreement clearly states is covered by redefining the shower valve as something that it is not.  The shower valve being called a fixture is their internal definition only as is not expressed any where is the policy agreement.  I paid $315 to their technician to have the shower valve and pipe repaired/replaced and I expect a full refund.  It is bad faith deny coverage that is expressly afforded on the policy by using deceptive tactics.  The NJ Attorney General has already fined this company in 2014 for such practices and surprisingly this company continues with these deceptive tactics to escape honoring the policy terms that we the customer is paying for.  That is theft!
Regards,
[redacted]