Bass Services, Inc.

We do apologize for your frustration with this issue however we do see that the check that you are referencing was sent out on 07/14/15, we are not able to stop payment without charging the fee to cancel the check if it is before days Since you did receive the first check that
we had sent to you in the amount of $300, we do know that we are sending it to the correct place.We would be happy to reissue the check to you providing that days has passed or if you would like to pay for the cancelled check and then we can reissue it.Thank you,CHW

Complaint: ***
I am rejecting this response because: the business stated themselves that they covered the working appliance and that there were no KNOWN problems at the time, but they refused to honor that agreementThey are liars and criminals
Regards,
*** ***

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 I do see that you have placed a claim for your washer and that we advised that the technician told CHW that the unit was not leaking anymore and if it was to leak again, you would have to call us and we would send the technician back to your home On 05/27/you called into our claims department and stated that you were not happy with this technician's diagnosis and you wanted CHW to send a different tech out to your home We did as you asked and dispatched a different tech to youYou advised us that you cancelled that technician and had your own come out to your home You spoke to ours over the phone and you chose to have your own come out On 5/28/15, we advised you that we could not pay for any repairs or replacements of units that are completed without prior authorizationdid not need to be replaced You have had your policy with CHW since 4/20/and we have gone over the policy with you, through the Revdex.com and over the phone We are unable to pay for work that was done without prior authorization If you would have called CHW once the washer started to leak again, we would have dispatched a technician at no charge since one was just out to your home We are unable to pay for the service call fee that you paid to your technician because as we explained to you, a second opinion would be at your cost We had no reason to believe that the technician would state that a unit was working when it wasn't MrIsmail, CHW follows all of the wording of our policy and we cannot per the policy, Section CSERVICE CALLS We has the sole and absolute right to select the Service Provider to perform the service; and We will not reimburse for services performed without prior approval.CHW is in full compliance with our policy and we are unable to refund you for a washer that you chose to purchase I have documented the policy to show that the unit is new as it will no longer be under our warranty All new units come with a manufacture warranty and that supersedes CHW's policy, Per section FLimitations of Liability 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 Please send us the invoice for the new unit for CHW to place in the system for when the manufacturer's warranty does run out, then CHW will be able to cover the unit You can send this to [email protected],CHW

*** ***,CHW does not have an electrical issue as the reason of failure; we have that the unit was shorted to the ground This can happen in a few ways; however a lack of proper routine maintenance was stated for this unit If the unit had a power surge, that would not be covered per our policy, Section FLimitations of Liability Kindly please provide us with the updated diagnosis by having your technician contact us at ###-###-#### and option to speak with our authorization department Per the diagnosis that we received by the technician's that have been to the home, this failure was caused by a lack of proper routine maintenance If you would like to provide us with your routine maintenance records, please submit them to *** and they will be reviewed.Thank you,Choice Home Warranty

Dear *** A ***, 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 *** Upon review of your policy, we do see that you have paid $per month and CHW has assisted in $in covered repairs since the start date of 9/18/Upon review of your claim for the Air Conditioning System it was stated to us that the unit lacked proper routine maintenance. Please see Section FLimitations of Liability #Regardless that you have lived in your home for years, you should have had proper records for the past few years per the manufactures specifications. Without this, we would not be able to see if the unit did have proper maintenance. Also, since you cancelled your policy with us, we cannot provide any type of goodwill gesture towards the repairs of the unitWe do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policyRegards, CHW

Dear *** ***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 foreign objects got into the garbage disposal which caused it to jam Please be advised that the technician just replaced this garbage disposal one month prior to this jam.Per our policy, Section Letter D, Number 12, CHW does not cover “…Problems and/or jams caused by bones, glass, or foreign objects other than food…”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not in agreeance If you would like to further dispute this claim, you may get a second opinion at your expense If you choose to get a second opinion, please submit the detailed diagnosis to [email protected] for review If the outcome differs, 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

We show that on 9/28/a goodwill gesture was offered to *** *** in the amount of $to assist with this claim We show that the customer did accept and was happy to have the assistance We do apologize for the frustration with this claim and even though we have provided
assistance with $200, we have also added a onetime free service call fee to the policy.Thank you for your feedback and we look forward to assisting you with future claims.CHW

Dear *** ***, 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 *** Upon review of your claim it appears that your claim was processed in accordance with the policy section Letter F, Number 12, which indicates CHW is not responsible for repairs due to lack of maintenanceAlthough not required, we invite you to send in maintenance records for a more favorable outcome of your claim We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear *** ***We regret to hear your frustration and apologize for any inconveniences you may have encountered A review of the claim shows that we have re-submitted your claim to all of the available technicians in your area and waiting for a technician to accept the work order
Please understand you can take advantage of our reimbursement process:• We reimburse at OUR rates if the claim is a covered failure• You must pay the technician up front, in addition to the SCF• Your technician MUST call authorizations prior to doing any work to complete the repair for approval• Authorization Hours are as follows: Monday-Friday 8am-7pm EST; Saturday-Sunday 9am-5:30pm• It takes days to process the reimbursement upon receipt of form• It takes days to process the checkWe regret to hear your wishes to cancel Please contact our Customer Solutions Department directly at ###-###-#### Monday-Friday 9AM to 6PM EST to process your request.Regards,CHW

Dear *** ***,
As we stated prior our policy is online for anyone to viewUpon purchase if you did not receive the policy, you could have gone onto the Customer Account Center to view your own policy
In the policy, it is stated in Section FLimitations of Liability #that CHW does reserve the right to offer cash in lieu of repairIt states that on every claim that you place, you must pay a service call fee to the technicianCHW does not receive these funds, they do go to the provider and then CHW pays the remainder of the service call fee
CHW follows the guidelines of our policy and expects our customers to do so as wellOnce the policy begins, our customers are expected to have read the terms and conditions that are set forth by CHWIf they disagree before the day grace period they are able to cancel the policy for a full refund
Thank you for your feedback, CHW takes all complaints seriouslyWe do regret your frustration, however CHW is in full compliance with our policy
Thank you,
CHW

CHW has been making an effort to assistA call was made today to CHW to determine if the part was received and when the customer was asked to hold the line was disconnected when the representative came back to the lineThis is a non-covered claim that CHW is attempting to assist with by using goodwill efforts 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 this policy, it shows that the contract holder is Farah Ali I do see that the policy was upgraded to a new policy number *** As we explained to you, this would be a new contact since your other policy had to be closed prematurelyThe new policy that you had, you paid $that CHW did in fact give you credit back towards, we refunded you that entire amount as you had paid that to us Unfortunately, due to the fact that every time a claim is placed a service provider is dispatched, that $is a service call fee paid to that service provider to diagnose the unit CHW does not collect those funds therefore, we are unable to refund you for something that we did not collect.We do apologize, CHW’s policy clearly states that upon arrival of the technician you are to pay the service call fee to themPlease see Section CSERVICE CALLSYou will pay a $trade service call fee (“Service Fee”) per claim or the actual cost, whichever is lessThe Service Fee is for each visit by Our approved Service Provider, except as noted in Section C (5), and is payable to Our approved Service Provider at the time of each visitThe service fee applies to each call dispatched and scheduled, including but not limited to those calls wherein coverage is included, excluded, or deniedThe service fee also applies in the event You fail to be present at a scheduled time, or in the event You cancel a service call at the time a service contractor is in route to your home or at your homeFailure to pay the Service Fee will result in suspension or cancellation of coverage until such time as the proper Service Fee is paidAt that time, coverage may be reinstated; however, the contract period will not be extended.We do appreciate your feedback as it will help us improve our company to benefit our customers.Best regards,CHW

Dear *** ***We have confirmed that the work had been completed; we requested that an invoice from the technician be sent to you per your requestIt was advised to us that your mother had signed off on this and we are sending you the invoicesThe technician can be contacted at *** if you have not received them as of yet.Thank you,CHW

I am rejecting this response because:these people are a piece of workI have rented this property for the past yearsThe previous tenants had moved out do I don't know what they are talking aboutI contacted them right before the new tenants were scheduled to move inThat was not there original reason for denying the claimThey said that the unit was dirtyI sent you s picture of the unit that was provided by their mechanic so why are they playing games? Did they receive the picture that was not given to me? They asked the mechanic how much it would cost to repair the unitHe told them and they refused to payNow all of them are trying to pretend and pass the cost to meThis is unethical and immoral

[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 *** and find that this resolution is satisfactory to me
Regards,
*** ***

Dear *** ***,We regret to hear your frustration and do apologize for any inconveniences Please note that your check, with check# *** was mailed out on June 13, via USPS Unfortunately there is no tracking number to provide You do have an option to pay $
(this is the charge from the bank, not CHW to cancel the check) to cancel your check and have your check reissued.Otherwise, you may wait for the check to arrive If the check has not arrived after days, it will automatically void (if not cashed); we would then reissue the funds at no charge. If you choose to pay $to cancel your check, please contact us directly at ###-###-####, Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm.Regards,CHW

Dear *** ***,We do regret your frustration however, CHW is not responsible for the technician’s negligence as stated in Section F# CHW offered for you to have your technician contact us with a second opinion however you chose to have the unit fixed without authorizationPer our policy, Section CService Calls all claims must be authorized.CHW is offering to provide you with $as a goodwill gesture however since you have been with CHW for a few years, we are willing to up the amount to $which would have been the cost for CHW to repair the unit, this included the labor and minus the service call fee.If you would like to accept, please kindly contact us.Thank you,CHW

Dear *** ***We regret to hear your frustration and apologize for any inconveniences this may have caused you. Our SrClaims Specialist advised you that we would reimburse you $upon us receiving your invoice. Please submit your invoice to [email protected] for
review. Regards,CHW

Dear *** ** ***, 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***.We do see that you are working with one of our managers with your claim; they have offered to assist with the purchase of a new unit. Since we do see that there is help being assisted to you, please cancel this complaint.We do thank you for your feedback and very sorry for any rude behavior.Thank you,CHW

*** ***CHW has reached out to the technician and we have been advised that the unit had rust and corrosionPer our policy, we do not cover any failures that are caused by rust or corrosion Thank you,CHW