Bass Services, Inc.

Dear, Revdex.com, I'm tired of waiting so I'll accept...

$500.  But if you can ask CHW or Mr. Aaron how come $700 in July 2015 become $500 now.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID and find that this resolution is satisfactory to me.

Complaint: [redacted]
I am rejecting this response because: it was not my responsibility to get approval before the unlicensed contractor touched anything. it should be up to choice home warranty to make it known to any and all contractors contracted throu choice home warranty that prior approval is required. I feel choice home warranty keeps putting this back on me when they are the ones who sent out an unlicensed "contractor" and someone who does not specialize in the air conditioning field. I did notify and make choice home warranty fully aware, the following day, of the events that took place. I am just trying to get what the contract states, my air conditioning fixed. I know others who had choice home warranty and when their air conditioning went out choice did not and would not cover their claim either. they cancelled their policy instead of fight for what is right.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
The Company did not offer any kind of replacement-the issue of color, etc. was not even discussed. The only offer was the $230 versus my cost of $498 plus installation charges.We are leaving on vacation on 7/29. Our cabin does not have Internet access available. I will respond to any e-mail correspondence upon my return 8/15.  
Regards,
[redacted]

CHW values all customers and apologize for any rude remarks or comments made. You may call our customer service team directly at [redacted].   Regards, CHW

Dear [redacted]We regret to hear your frustration.  Our records show that the parts were shipped overnight to the technician and received on Friday, April 21, 2017.Please contact the technician directly at ###-###-#### to schedule an appointment for the repair of your washer. Any...

further concerns, please contact us directly at ###-###-####, Monday – Friday, 8am-8pm EST and Saturday -  Sunday, 9am-5:30pm EST.Regards,CHW

Per the conversation you had with the representative when you called CHW, the claim has been approved. Please call the customer service team directly if you have any questions at ###-###-####. Regards,CHW

Dear [redacted],In reviewing your claim, we do not see that this was not covered for many different reasons however the main reason that CHW will not cover this claim is due to the fact that the unit is still under manufactures recall.  Please see Section F. Limitations of Liability #15.We ask that you contact the manufacture and speak with them as they would be able to assist you with the claim. Our policy does not cover any units that are under a recall or warranty with the manufacture.Please feel free to contact the technician that had gone to your home for assistance, they will be able to provide you with the diagnosis that states this.If you disagree with the outcome of the claim and do not feel as though there was a power surge or that there is a recall on this unit, we ask that you provide us with the second opinion and we will be happy to review.As a goodwill gesture we have placed a onetime free service call fee onto your policy for any future claims that you have to submit however we will not be able to submit a second one for the washer since it is not a covered claim per our policy unless you can show otherwise.  Please have your technician reference the claim number for the first claim that you placed for this unit with was [redacted] and provide our authorization with the reason of the failure.Thank you,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.]
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 providing that I recieve the full refund of $583.00
Regards,
[redacted]

I am rejecting this response because:
When I contacted Choice Home Warranty a case number was assigned to me along with a company, DMG to contact to to make the necessary repairs. According to the emailsI received. Nowhere in any of the emails did Choice state that the repairs would not be covered. Why was a case# and a case worker assigned to this case if there was no intention on their part to cover the repair? This should have been made clear when the claim was placed.It wasn't until the plumber was ready to leave that I was told I would have to pay for the repair out of pocket. The assertion that my toilet had to be leaking for some period of time is crazy! Would someone live in a house in Florida for over 30 days without air conditioning to get it repaired? Would you wait more than 30 days for your roof to collapse to get it repaired? I was advised by the plumbing contractor that this is a typical tactic of Choice to deny initial claims and when I check their record they have had over 1,160 complaints against them in the last three years(check the records). If this claim wasn't going to be covered, I should have been told via e-mail or by phone so that I could have made other arrangements. I don't need them to contact a plumber for me. That's not what  paid for. I could do that without their help. I paid to have my appliances covered.

Complaint: [redacted]
I am rejecting this response because:the part that was corroded & rusty is out in the weather & is normal wear n tear on any unit !!
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, we do see a claim that was placed for your Air Conditioning system on 7/26/15.  At that time it was advised to us that the unit had a leak and a leak test was required.  On 4/27/16, we received a call from you stating that the technician had provided a leak test and the information was provided to us that the technician found a leak at the welding connection that could not be repairable.  The pictures that were provided to us did show clear rust and corrosion in the exact area of the leak.  Per our policy, Section F. Limitation of Liability #1 and #8 state that CHW does not cover failures that are caused by rust or corrosion. We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy. Regards, CHW

Complaint: [redacted]
I am rejecting this response because: It is a lie.  I did not reject service unless I could get a new unit.  I was told that even though I paid for my contract to start November 30, your company never told me there was a 30 day grace period before the contract starts.  Which means you charged my credit card illegally since Choice decided my contract would start on Dec. 30 and not when I was charged on Nov 30.  In addition to this the last day I did laundry was Dec. 28.  Choice decided my contract didn't start until Dec 30.  When I went to do laundry on Jan. 3, I was told since the last working date was prior to my contract working that Choice would not cover someone to come out and look at the dryer to fix it for my $45 service cost.  I NEVER requested a new unit, stop the lies! When the customer service rep asked me to upgrade my commitment for more than a year, they hid the fact there was a 30 day period I would be paying for services I wouldn't have access to and hid the fact my contract wouldn't start the day payment was received.   Your business practices cover and hid the 30 day period when the consumer is paying for services they have no access to and Choice lied and stated I requested something I NEVER requested.  Why would I want a new unit if my other one could be fix?
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] Upon review of your claim we do see that the technician advised us since the unit was completely empty of Freon, there were holes in the condensing coil that the unit lacked proper routine maintenance. He stated that any technician that maintained this unit have seen this issue and would have corrected the failure.If you have had routine maintenance done to the unit, please send the records to us at [email protected] and our authorizations team will review them.  You are always welcome to have a second opinion and provide it to us and we will reopen the claim for review if the diagnosis is different than what was provided to us.We do look forward to a resolution for you in this matter.   .All of our 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 [redacted].   Upon review of your claim, it appears that the claims were responded to accordingly in connection with the established policy. In section Letter F, number 8, we are not liable for repair of conditions caused by ruse or corrosion. Additionally, as indicated in policy section Letter D, number 4, we don’t cover leak detections.   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 it was processed according to the policy.  Based on the diagnosis that we received, it stated that there was internal failure in the compressor.  This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor.  This failure 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.  Please note that your policy has been expired as of 8/6/17, therefore no further actions can be taken in regards to this claim.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: I have a preventive maintenance program in placed since I have bought the house and at the beginning of my home warranty contract. They are just using this as an excuse not to cover their service. Plus the technicians they send out are not the upmost professional people and probably don't even hold an EPA license to do their jobs. I believe this home warranty company needs to do a better job in screening who they hire to do their service. I will not be doing business with any more home warranty companies they all are a scam. 
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].   As you have indicated your service call fee is $45.00. As indicated in section Letter F, Number 19, You agree that We are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performance. However, CHW has reached out to our Vendor Relations Department in an attempt to rectify the situation.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

[redacted]We do regret the confusion that happened; CHW is not offering you a new unit and a full refund.  We are offering you one or the other.  If you would like to accept the full refund of the policy, we will be more than happy to provide that to you or we can send you the new unit but it will not be promised as the same name, size or color of the one you have.  Per our policy, we do not have to match the diminutions, name or color.Please kindly advise us of which offer you would like to choose, a full refund or the new unit. We will also advise our sales to remove your name and number out of our database for calls to receive our policy.  Please note, your policy as of today is behind in payments of $44.00Thank 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. Upon review of your policy, we do see that you placed an AC claim which was not covered per the terms of the policy.  It was stated that the AC system had a failed compressor which happen to fail the same day as the policy began.  Please review Section A. Coverage #3 which states that all unit must enter the policy in proper working order.  CHW does not cover any failures that are known or unknown to the policy start date.  This failure of the unit could not have happened within the time frame that you had the paid policy.  Regardless that the claim was not covered, CHW did provide you with $300 towards the repair. We do see that the policy has been cancelled and you were provided with a pro-rated refund of the paid policy. 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 it was processed according to the policy.  Based on the diagnosis that we received, it stated that there was internal failure in the compressor.  This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor.  This failure occurred from a lack of proper routine maintenance.Please be advised that the pictures we received confirmed the lack of 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 satisfied.If you would like to further dispute this claim, you can submit you submit your proper routine maintenance records to [email protected] for review.  If the records prove that the system was properly and routinely maintained 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