Bass Services, Inc.

I am rejecting this response because:
Either I am explaining it wrong or you just don't get it ,yes you gave me money for the stove,the point is the Tech.snaped the gas lines lifting the top of the stove ,after he did that he told me the gas lines were very expensive.He did not even get to replace the igniters,that is why he Went to my rental.One last issue for #1is the tech told my tenants to use the 2 burners that were working and the 2 that needed the igniters to not use them.Buddy I think that is a hazard why because if the little children would have turned them on gas leaking out I believe that would have blown the house up.I don't think I would of been able to sleep at nights after that.You thing you would have been able to sleep,I think so because I think you would of be if I would of called you after that you still would of brushed it of like u are trying to do now,right.#2 The duct I read that it was not covered,what I explained to you the last time I went to look at it and the flexible duct came of the supply from the furnace.Yes the outer foil of the flexible duct was coming off I wrapped it with heat tape and the flow of heat was coming out in the bedrooms again.#3. I did no see the 3rd issue maybe you agreed that a techs shouldn't have to come out 4 times to fix a running toilet.Oh sorry the toilet is still leaking past the stopper or the inlet valve.THE 3rd tech wants to repair the toilet but now the tenants are mad because they already had to switch there schedule so the tech could get in the house.What about this I will go in and fix the toilet and you pay me,I have a little experience I worked as a tech for 37 years,I think everyone will be happy after that and I will send a comment in and give you ??????????no I will give you ????????????.Does that sound good,just let me know.Look I am not trying to be smart,just let me now if you would of put up with all of that.If you say yes you won't hear back from me.Have a great weekend my friend,M.Turner

Dear [redacted],Per the technicians’ recommendations, they stated that the unit is not worth the repair.  Therefore CHW was offering the funds to you which you had declined.  You stated that you wanted the unit fixed, so CHW advised you that we will fix the unit however since it is not a recommendation from the licensed technician to do so, we advised you that it will no longer be covered under our policy.  If this unit does not work after it is repaired, you would have to contact the technician for any future issues.  Please advise us what option you would like.Thank you,CHW

Complaint: [redacted]
I am rejecting this response only because it contains false historical information:
THE CHW office manager ([redacted]) and others in customer servce stated to me that they DID NOT process the check in April and May as they originally thought and the promised an expedited check.  After the Revdex.com was contacted they changed their story  to say the check must have been lost in the mail.  This time I have a check  number and alleged mail date and hope it arrives.
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]

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]

Complaint: [redacted]
I am rejecting this response because:  You advertise full replacement of an item,  but then you all say something completely different when an item cannot be repaired.  I feel scammed.  Thanks for the outstanding lack of service. 
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

Complaint: [redacted]
I am rejecting this response because:
How can you not be responsible for techsthat you allow to represent your company?I am not where interested in free service charges.One month for a repair on a machine, which I had to take on the responsible of getting the job done on my on, not acceptable.
Regards,
[redacted]
[redacted]

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]

Thank you very much for your help, this complaint has been resolved.

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

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

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

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]

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, we do show that you placed a claim for your microwave unit 5 days after the start date of the policy. Per our policy, Section A. Coverage #3 states that all units must be in proper working order on the start date of the policy. Also, Section F. Limitations of Liability #1 states that CHW does not cover failures that are known or unknown pre-existing conditions.
Per your purchased policy, you were required to only pay a service call fee of $60 per claim. Please contact the service provider if he had charged you more or for a refund.
We do see that your policy is in past due status in the amount of $200.00. Please make a payment to the policy or it will be canceled per Section L. Cancellation.
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],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 your unit was missing 90% 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 normal or routine maintenance...”  Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not in agreeance.In an attempt to dispute this claim, you provided your maintenance records for review.  Upon the review of your maintenance records, there was no “sufficient” information as it was missing the model/serial number, pressure readings, no amp draws, and failures, etc.  Therefore the outcome of the claim remains uncovered.As a goodwill gesture, we have applied a onetime free service call fee onto your policy.  This can be used on your next claim. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted],CHW received and reviewed your records.Please be advised that the records do not show a model/serial number, and it also lacks information such as the pressure readings, amp draws, etc.  The outcome stands.As a goodwill gesture, we can offer you $300.00 to assist you.  To accept this offer, please contact us directly at ###-###-#### Monday-Friday 9am to 6pm EST.Regards,CHW

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: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]

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 that began on 7/1/15, I do see that CHW was able to assist you with the first claim that you submitted for your plumbing in the amount of $163.00.  I do see that your claim for the ice maker was not a covered claim due to the fact that the motor had internally wore out along with the windings.  This takes time to fail and would not have failed within the time frame that you had your policy.  Per our policy Section A. Coverage #3. States that all things should be in proper working order the day the policy begins.  This unit was not in proper working order or it would not have failed within the 12 days of the policy.Please see our policy below: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 the policy has been cancelled and since you are no longer with our company, we are unable to assist with this claim.We do apologize for any frustration that this has caused you, per our policy this is a non-covered claim. We always urge our customers to read through the policy that was sent to you via email, mail or if you log on to your account you can view it as well as stated above online. Regards,CHW