Bass Services, Inc.

Complaint: [redacted]
I am rejecting this response because:they contidicted themselves by saying they gave us money to replace parts not a buyout of whole unit.  This 
Is a refrigerator.  They paid me for the unit part!
Regards,
Y[redacted]

Complaint: [redacted]
I am rejecting this response because:I had to hire my own technician to handle the problem and did not use this warranty.  Your employees and managers were rude and told me that the technician was just trying to save me money by not initially coming to my house and diagnosing the issue without even being there.  They did not seem to have an issue with conducting business in this manner, which is opposite of what you are telling me.I do not want a free service call as I have taken care of the problem on my own.  What I want is a full refund for the premium of a worthless policy and seedy business practices from Choice Home Warranty.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I did not receive one month of service as the business claims.  The first month is a 30 day waiting period so you are unable to use services at this time and no services were provided.  The $50 I was charged for this month should be refunded to me.Additionally, after the one month waiting period had passed, the claim I submitted for the services that I had contracted for was denied.   I was told that the decision to provide services is made on a case-by-case basis.  This is not what is represented by the company and what I consider to be false advertising.   If I have an appliance or system that breaks down, it should be covered as that is what is represented by the company.  I cancelled my contract as I did not want to do business with a company that does not provide the services that are contracted for.  Given that there over 1,000 other complaints  registered against the company through the Revdex.com (one being registered by the government) I am not alone in feeling that the services contracted for are not being provided.
Regards,
[redacted]

Dear [redacted]We regret to hear your frustration and wishes to cancel. Please see our policy Section Letter L of Cancellations as you are only entitled to a prorated 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.If you would like to proceed in cancelling your policy, please contact us 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

The marketing department has been advised.  Regards, CHW

[redacted],Once you purchase the policy, you are then charged for the policy and are provided 30 days to review the terms and conditions.  If you disagree with the terms and conditions of the policy within the first 30 days, then you could at that time call us and receive a refund however we would not start the policy before the 30 days.  You did try to place a claim before the first 30 days which showed us that the failure happened before you purchased the policy.Please see Section A. Coverage #3 which states that all items that are to be placed under our policy will have to be in proper working order on the start date of the policy.We do regret your frustration however CHW is in compliance with our terms and conditions.  We have agreed to cancel your policy per the terms of the policy, Section L. Cancellations and you will receive a refund of $189.58.Thank you,CHW

Dear [redacted]In a recent review of your claim, you accepted the buyout funds (for a new unit) in the amount of $826.60 on 1/17/2018.Please allow 30 days to process before the check is mailed out.Regards,CHW

Dear [redacted] J [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 that began with us on 10/25/15, we see that you placed 3 claims with us on 10/27/15 for a Kitchen Refrigerator, Dryer and an Oven Stove Cook Top.  The first claim we had advised you that the policy doesn’t cover hinges or noise, the second claim you called to cancel the technician and the 3rd claim was not covered due to the fact that the unit did not come into the policy in proper working order as required by CHW, stated in 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.We do see that you have cancelled your policy with us and per our policy you were to be charged a pro-rated fee plus an administrative fee of $50 because you had broken the policy with us.  CHW did not pro-rate the refund and only charged you $50 for the cancellation as stated in Section L. Cancellations.We do regret your frustration however CHW was in full compliance with our terms and conditions of our policy. Respectfully,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 unit had a failed compressor and needed to be replaced. CHW covered the part and labor to the primary failure which was the compressor at $475.  Please understand that your system needs to be upgraded to a [redacted]. Per our policy, Section Letter F, Number 9, CHW is not responsible for “…upgrades…”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 we offered you funds in the amount of $600 to go towards a new unit.  You accepted this offer; the outcome of this claim stands.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear Leslie [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 have spoken with one of our customer service reps today 8/4/16 and they did advise you that we have been reaching out to the technician for his assistance however we were able to reach him today and he will be going back to your home for pictures.
We do hope that you do allow them to come back as it states in the claim, you were apprehensive in doing so.As a goodwill gesture, we have added a onetime free service call fee to your policy to assist on any future claims.
We do hope that this issue does get resolved.
Regards,
CHW

[redacted]We do apologize that you feel this way about our company since we have paid out on claims on your behalf.  You had paid so far into CHW $280.00 and we have paid out $270.00 for your claims.  Since you are unhappy with our policy, I am offering you a full refund without deducting the claims paid or the cancellation fee.  You would receive what you have paid into the policy.  CHW doesn't want to have a customer that doesn't agree with our policy or disagrees with any service we provide.  If you would like to accept our offer, please advise me and I will send you out the proper paperwork.Thank you,Tracy[redacted]

Dear [redacted]We regret to hear your frustration.  Please understand that we have received a diagnosis and stand firm on it as the diagnosis stated that the evaporator coil was severely rusted.If you would like to further dispute this claim, you can get a second opinion at your expense.  If you choose to get a second opinion, please submit the detailed invoice with the diagnosis to [email protected] for review.  You can also contact the technician directly at [redacted], ###-###-#### if you would like a copy of the diagnosis.Regards,CHW

Dear [redacted]We appreciate your feedback and regret to hear your dissatisfaction with our reply.  After further review of this claim, CHW has decided to offer you the AC cap coverage amount at $1500.00 towards repair/replacement.  In addition to this, we have applied a onetime free service call fee onto your policy.  This can be used on your next claim. Please refer to your email as our Consumer Advocate has provided you with information needed in order to process the funds. Regards,CHW

Complaint: [redacted]
I am rejecting this response because:It does not respond to each aspect of the complaint or address the misleading and fraudulent sales methods.I will first address the fact that there is so many exclusions.  How can you say "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] " when you don't even cover the most basic components of a supposedly covered system?  If you were truly providing peace of mind, you would cover any failure of a covered system.Secondly, I was misled and downright lied to by the sales person about the availability of service professionals and the coverage provided.  I was told that in my area that I could expect a response from a service contractor in less than seven hours.  In fact from Section Letter A of the aforementioned agreement it states, "Our sole responsibility will be to arrange for a qualified service contractor ("Service Provider";) to repair or replace, at Our expense...  Not only did Choice not arrange for a service contractor to fix our furnace, but they did not tell us until we called back to inquire about the claim that they were not be able to arrange for a technician at all and that we would need to call someone ourselves.  This is not in the agreement, nor was it ever conveyed to us at any time. until we were forced to go without heat for many hours.   In addition, I was also told about all the systems that would be covered without any mention of non-included items and led to believe that any failure of our covered systems would be covered after a $45 service fee. If they are going to refer to the contract to rebut this dispute, they need to live by all parts of the contract and not just hand pick a section that suits their position.
Regards,
[redacted]

Upon further review of the claim records show that a leak test was required to isolate where the leak was coming from. CHW didn’t receive a diagnosis from Century Air Conditioning. CHW called Century Air Conditioning on 7/19 and 7/20 in an attempt to receive a diagnosis but was unsuccessful. After reassigning the claim to another technician, CHW received a call from Century Air Conditioning to provide a diagnosis. A leak detection test was needed to isolate where the leak was coming from in order to proceed with the claim. Leak detection tests aren’t covered in accordance with the policy section Letter D, Number 4. On 7/22/16 CHW received a diagnosis from the technician that there were multiple leaks in the Evaporator Coils and leaks cause rust and corrosion which are items that are not covered under the terms of the policy as outlined in section Letter F, Number 8. As a goodwill gesture, CHW did offer to provide $200 to assist with the repairs. That is still available. As far as you receiving rude treatment from anyone at CHW that is totally unacceptable and CHW extends their most sincere apologies for this treatment. There is never a reason for any of CHW’s valued customers to be treated in a rude or unprofessional manner. The goal is to make sure the issue is resolved. If you would like to take advantage of the $200 that is offered for assistance with the non-covered claim, please call the customer service team at [redacted].   Regards, CHW

Complaint: [redacted]
I am rejecting this response because:
I am at least requesting a refund of $90 for the service call fees - the technician did not fix the repair at my house either time and I was forced to pay two service fees. When I called to cancel my service, the representative (Harry on 7/18/16) said he would cut me a check but then refused to give me my money back when I wanted to also cancel service.  Asking for that refund. 
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 http://www.choicehomewarranty.com/user_agreement.php.In reviewing your claim for your heating system, we do see that the technician that came out first found the blower wheel broken and he replaced the part.  He came back to your home on 12/2/15 and stated that the motor had failed.  He explained to us that the reason that the motor had failed was due to the wheel damage.  He stated that the damage caused additional strain to the motor causing the winding to be weakened and fail.Per our policy, Section F. Limitations of Liability #19, states that CHW does not cover failures that are secondary to the main failure. We did however agree to fix the original issue of the wheel and you can always use our technician to have the repair completed.In reference to your Dishwasher, I do see that CHW did provide you with a goodwill offer and you did accept this offer for the amount of $150.00 to go towards the replacement.In reference to your microwave unit, you advised the technician that you were trying to adjust the door switch and the technician tried to assist you but the door was warped.  Also, our policy does not cover the doors for the unit. The technician stated that when he had left the home your microwave was working but you advised him that you were going to try and adjust the door again.  Please review Section D. Coverage 9. BUILT-IN MICROWAVE-the FIRST excluded item shows DOORS. The door is not a mechanical issue and we do not cover them or the lights. Below shows the exclusions to the microwave:EXCLUDED: Doors – Hinges – Handles – Doors - Door glass – Lights - Interior linings – Trays - Clocks - Shelves - Portable or counter top units – Arcing - Meat probe assemblies - Rotisseries.We do see that on all the claims that you have placed, CHW has assisted in all of them.  Providing a goodwill gesture for the first claim that was not covered per our policy Section F. Limitations of Liability #1. Your microwave, although we do not cover the door, we did provide the technician with the authorization to go to your home and assist you.  The last claim for the heating system, we did cover the primary failure.We urge all customers to take the 30 day grace period to review their policy and contact us with any questions that they might have.  This grace period is also the time that you should have all the units checked in your home and ensure that they are in proper working order for the start date of the policy as stated in Section A. Coverage #3.We do regret the frustration with this claim however; CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW

[redacted],If you go through that booklet and you see Section D. Coverage you will see all the appliances and you will see exclusions underneath them also you will find Section F. Limitations of Liability and please review this section, it goes into detail what we cover and what we don't as well. A new water heater from a Lowes or HomeDepot will run about $300-$400 that does not include installation. That is why we offered you this amount. We do ask that you read the policy.Thank you,CHW

We do apologize for any frustration that you have had with this claim, as explained to you.  The records that you have sent per our inside technicians are not maintenance records but repair.  Adding Freon to a unit is not  maintenance related it is repair related. Being that your policy started on 01/03/15 and you placed this claim only a months later also shows us that you did not come into the policy with your unit in proper working order. We cannot approve a claim that our authorization team has already declared as non-covered.  We will speak with the service provider because they are to only diagnose the issue, they are not aware of our policy and how a unit should enter into the contact.Since we cannot reach a mutual agreement, CHW is not paying over the maximum amount for a non-covered claim or any amount for a non-covered claim and you as the customer believe that this is a covered claim;we are not getting anywhere, so we are offering you a full refund of your policy.    In a monthly bases you are not entitled to any type of refund but we will offer you a refund of the policy as a good faith effort to resolve this and we will cancel your policy.  CHW does not want to have a customer that does not agree with the policy and we would not want you as the customer to feel as though you are stuck with something that you don't want.Our finial offer for you would be a good faith offer of a full refund of the amount that you paid into the policy. $202.50.Best regards,Tracy

Dear [redacted],We regret to hear our frustration and apologize for any inconveniences this may have caused you.  At this time, we are currently waiting for a technician to accept your claim work order.  Once a technician accepts your claim, you will be contacted with the...

technician’s information. As a goodwill gesture, we will place a onetime free service call onto your policy. Regards,CHW