Bass Services, Inc.

Complaint: [redacted]
I am rejecting this response because: not correct told the lady the tank was not leaking it was leaking from the drain valve which she said may be covered but if it was tank I would have to pay I understand that but never got a repairman to show up.
Regards,
[redacted]

Dear Mr. [redacted]We strive to better our business practices therefore we thank you for your feedback.  We will send this feedback to our IT Director. Regards,CHW

Complaint: [redacted]
I am rejecting this response because: NO ONE ever told me I could get my 400.00 back for the warranty!  And no one ever said I could file a complaint with the company or any of that! EVER. I have the emails/correspondence from the company with responses that border idiocy- one only replied "hello" and that was it. Good to know you have all of the information no one ever provided me so you can look good on a Revdex.com complaint.  I will settle this with a refund of the warranty - I want my money back in full $400.00 - asap, I think that is fair since this warranty never did anything for us and never offered the coverage they promised. Otherwise Ill have to have the office in New Jersey served paperwork to take this to court and they can show up to court here in Atlanta. Luckily thanks to [redacted] I have a list of the executives to serve. 
Regards,
[redacted]

We apologize for the delay and we are working diligently to get a technician to assist with your claim. Our authorizations department will reach out to day to the technician once again in an effort to have this resolved.  Regards, CHW

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 you purchased a policy with CHW on 10/1/15 and an email went to you the same day with your policy information.  We then received an email from you on 10/7/15 stating:  “I have been trying for close to a week to get my confirmation You have not bothered to respond to me in any way whatsoever. I was assured that your customer service there at your company was excellent. So far it is sucking donkey dong to be as polite as can be”.We reached out to you and you had requested to cancel the policy with us and requested a full refund.  CHW did comply with your request and a credit was provided to you in the amount of $41.88 on 10/12/15.We regret that you didn’t take advantage of our monthly policy and chose to cancel with us.  Considering you had cancelled and CHW did provide a full refund; we are in compliance with the terms and conditions of our policy.We wish you all the best,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.
Upon review of your policy, we do see that the claim was not covered per Section F. Limitations of Liability #12. It states that CHW requires all units to be properly maintained by the manufactures specifications. This would mean to have a licensed technician come to your home once a year to preform maintenance to the unit, according to the ACCA guidelines.
We have placed a request for a manager to contact you to review the claim with you.
We do regret that you are frustrated with this claim 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 leak found on the evaporator coil which was caused from dirt and rust.  Please note, that the inspection report that we received confirmed this failure. Per our policy, Section Letter B, Number 2, “Known defects of covered items found at the time of home inspection are excluded from coverage until proof of repair or replacement is received by us.”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied.  If you would like to provide pictures confirming that the unit was cleaned, you may submit them to [email protected] for review.  Please note that this does not guarantee that the outcome would overturn.  Once the photos have been reviewed, we will reach out to you with an update. 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]
* It is not the policy of CHW to not return calls to the customers or to assist them as needed. You should expect to receive a call back from a manager today.   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]   A review of the claim shows that the claim was processed in accordance with the policy. However, CHW has attempted to reach a mutual agreement with you related to providing costs towards the unit. You discussed this with the team on 11/1/16 and they are awaiting your return call with your decision. Please call the CHW customer service team directly at ###-###-#### should you have any questions.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

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 .  Upon review of your claims, we do see that [redacted] Heating Cooling and Plumbing was sent to your home to diagnose the unit and upon diagnoses they did advise us that they charged you for cleaning of the Duct as they were very dirty and needed to be cleaned on every level.  I do believe that is the extra money is for but I will contact them to find out for sure if that was the case.In reference to your service call fee, I will provide a onetime free service call fee on your policy as a goodwill gesture for the technician.  I do see that he took a while to come to your home then provide us with the diagnoses.As of today, 8/14/15 we are still waiting on our authorization team to review your records and they will determine if the claim is covered and if so, we will send you the check in the approved amount.  Unfortunately, we do not have a determination.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us.  We do appreciate your feedback as this does help us with our customer service and service providers. Choice Home Warranty was in full compliance with its terms & conditions.Best 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.  This was a partially covered claim.  Based on the diagnosis that we received, it stated that the initial failure was the main control board, CHW covered the repair and replacement of that.  The failure to the main control board caused the thermistor and wire harness to fail, making them secondary failures.Per our policy, Section Letter F, Number 19, CHW is not liable for “…secondary damages…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel due to your dissatisfaction. You spoke with our Customer Solutions Specialist who offered to assist you on the non-covered claim, however, you declined as you insisted on cancelling your policy.Per your request, your policy has been cancelled as of June 1, 2017.  Please note, that no further action will be taken on the claim as the policy is no longer active.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: You advertise replacement of appliances.  I bought a new refrigerator costing over 900.00 when I was covered under your warranty and you only gave me 130.00 towards the purchase.  This does not cover the complete cost of new refrigerator.  You responded and delayed the whole process for over four months and all the food in the refrigerator was spoiled and had to throw them away.  You claim prompt response to claims.  My claim was made in May to Choice and you sent back and forth technicians who even complained to me about your bad treatment to them.  I finally gave up and had to purchase a new refrigerator  after four months of going back and forth with Choice.  The last problem was not a faucet issue only.  The technician I paid to fix the problem said it was a plumbing issue as well as faucet after I paid 250.00 out of my pocket.  I want my refund for all these expenses and also all the  monthly 35 dollar fee I paid to choice.  I went online to read other issues customers have with Choice only to my surprise in fact not to my surprise found out that you have even been sued.  This is not good business practice.  If you do not refund my money and all the fees I have paid I will file a claim with FCC and other consumer agencies about your deceptive advertising. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: are they saying that I lied. That there is no way the motor could have failed in a month.  This unit is over 10 years old.  I bought my warranty on Feb. 26th And it became effective march 26th. And filied my claim on april 29th.  Rust on the coils does not make a fan motor stop working they are two different things. I asked the tecnician when be came to the house why he was taking pictures of my AC.  He said because the warranty company will try to find any reason not to pay.  I asked him if the amount of dust on the coils could cause the fan to fail and he said "no, there is not enough to make the fan go out". I think they found out that the fan replacement was going too cost them over 700.00 dollars and they decided that they just were not going to pay that much.  
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I was never told to get preauthorization. And again if you are not in compliance if you cant find contractors in my area. I did not request your services so I could do your job. All I get from you is the constant runaround. No straight answers. You have charged me with a service you can not fullfill. Then tell me to find my own contractor. Tell me again how you are in compliance. At the very min I am still requesting the full amount to be paid. Do your job and we wouldnt be at this point. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I can only repeat what Mr [redacted] told your company.......our unit was working properly before April 20th.  He told you that our unit was service twice in the last year.  Once before winter usage and once before summer usage.  He also told your Authorization Department that this was a result of normal wear and tear.  Mr [redacted] is certainly more qualified than the article you are reading regarding normal wear and tear.I have also issued complaints with the Attorney General of both Texas and New Jersey.  You folks need to do the right thing and reimburse our $1850.  
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 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 normal 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 normal wear and tear…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied.  If you would like to further dispute this claim, you are entitled to get a second opinion at your own expense.  If you choose to get a second opinion, please submit the detailed invoice to [redacted] for review.  If the diagnosis is different, we would adjust the outcome of the claim accordingly. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Hello,   A detailed review of your claim has been done. The issue remains secondary damages. The unit had a bad condenser fan motor and capacitor. Since there was no air movements, the compressor continued to retry and continuously go off and on. This eventually caused an overload which lead to overheating. The result was that the inside components were weakened substantially. Additionally, there is no way to advise if something will be covered before there is a diagnosis by a trained technician. There may have been confusion as often times, customers ask if a specific item is covered and the response is that it is something that CHW does cover, however, it needs to be in accordance with the policy guidelines, which are extremely detailed. There was a good will assistance offer of $400 to assist with the repairs. This offer is still available if you would like the assistance with the non-covered claim. Please call our customer service team directly at [redacted].   Regards, CHW

Complaint: [redacted]
I am rejecting this response because: they did not addres the complaint I raised about lying to me to earn business and about their claim of there is no balance on $430 I paid when I wanted to cancel after 20 days of pirchasing the insurance                 
Regards,
Liza [redacted]

Complaint: [redacted]
I am rejecting this response because:The response from this business is unacceptable. Each AC company I contacted in this emergency situation refused to come to my home once I told them the name of the company. There views were all the same- "Mam- this company will NEVER cover your unit even though you have EVERY year records of the upkeep and maintenance." This company is a scam and if you are smart you will no longer give them your money. Now if you would like to deal with us directly without dealing with this company Home Choice Warranty we will be glad to assist you. I find this outrageous that every company I called had this same response.  I would have NEVER taken the time or these measures had I not felt I was treated unfairly and wasted my money on this insane company. Of course this company finds a loophole or anything else they can find to NOT take responsibility for their actions. I paid monthly kept my end of the contract but Home Choice Warranty did NOT!!!! This is wrong to all consumers. 
Regards,
[redacted]

Mr. [redacted],We do regret all the frustration that you have been going through however CHW has offered you the only offer we can which is a full refund of the policy.  We understand that you have a receipt however this is not a covered claim per the terms of our policy.If you would like to accept our offer, kindly contact us at ###-###-#### and we will send you an agreement.Thank you,CHW