Bass Services, Inc.

Complaint: ***
I am rejecting this response because: This complaint has absolutely nothing to do with my dishwasher, I paid out of pocket for that expense; because I understood that it had not been within the day waiting period. Now to the issue of why I have contacted the Revdex.com, first off please stop continuously stating that my Thermostat TXV VALVE was broken, when your technician has clearly ruled out that the Thermostat TXV valve was not brokenRemember I've submitted the $1500.00 receipt which clearly states it was the furnace that was broken. As I stated in our previous correspondence, I paid a $dollars fee from another independent contractor to come out and educate me on why my furnace went out and the possible causes. Mr*** stated I have been taken advantage of by this company and the technicianHe also stated when my furnace went out it could have been repaired with a simple motor replacementMR. *** further stated "Mr*** where is the old furnace, did it go in the trash and I replied " no the Technician put it on his truck and took it with him". He then stated "yeah That Technician screwed you", if there was something wrong with the furnace that was removed from home, The technician would've put it outside the road for trash. because there is nothing you can do with a broken furnace. I HAVE BEEN FRAUDED by Choice Home Warranty and the Technician that was sent to my homeThe technician knew exactly what to report to Choice Warranty to make sure they wouldn't cover it and then tried to pull the wool over my eyes by explaining to me what was wrong the furnace by saying to me in was just a bad motor Then telling Choice Warranty the Coils caused the motor to go badMr*** educated me on how A/C and Heating works." Mr*** further stated then stated that A/C coils cannot and will not freeze up unless the following issues occur; furnace goes out or you're significantly low on Freon. So please stop with TXV VALVE being the issue. Remember the technician initial assessment was the Coils had went out on my A/C. After coming back out on that Saturday to repair the Coils he went in the attic for minutes and said its not your Coils that failed its your furnaceThen he relayed to me why my furnace failed and it was because the motor failedMe being a client with no knowledge of how A/C AND HEATING works, all I could do was so ask "OKAY HOW MUCH TO FIX IT AND ACCORDING TO CHOICE MY FURNACE IS COVERED" he then states to me, he already contacted Choice and your company had already denied the claimWhich I knew was a absolute lie, because the technician just found out the problem 10 minutes earlier So at this point the Technician asks me to take the COILS to a warehouse distributor and EXCHANGE THE COILS FOR A FURNANCE. I bring back the furnace and attempt to call the authorization department to clarify that the Technician got a prior denial for the service that is clearly covered by Choice Warranty (it even states we cover furnaces it while your on hold) waiting for a representative. The only time I lapsed on my coverage is after your company refused to pay for the furnace, that you initially stated that your were going to pay forYour clerks had me fax and email a copy of the receipt, because I was told that YES, MR *** WE WILL COVER THE FURNACE and tone changed when the Technician called authorization after they installed the furnace with a frivolous report on why my Furnace went out. Now to the Refrigerator, once again I placed a claim on 5/31/and your company sends someone out on 7/7/16, after I get upset about the previous issue with the FurnaceMy premium was paid for the months of March, April , May and JuneI did not pay my premium for the month of July (DO YOU BLAME ME) then I pay the Technician $dollars op top of coming out to fix the refrigerator and you Don't honor that claimNow I'm out of total of $1555.00, because of your companyIn my years on this earth I have never witnessed such terrible customer service from (ANY COMPANY) In the Air Force we go by core values Integrity, Service before self , and Excellence in all we do
Your company should really make this rightI purchased in good faith and that faith has been highly tarnished by the Company itself and the Technician it uses
Regards,
*** ***

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 *** A review of your claims show that the claims were processed accordinglyThe claim for the plumbing system which was placed on 4/29/16, was handled properlyCHW dispatched a technician and there was no issues foundThere was another claim for the water heater that was placed on 11/16/Section Letter D, Number of the policy indicates that fuel, holding and storage tanks are not coveredCHW values all customers, however, if you would like to cancel, please refer to section Letter L, Number of the policy and call the CHW customer service team at ###-###-#### We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy 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 our web site at ***Upon review of your policy that has started with us on 9/19/15, we see that you had placed a claim for your Air Conditioning System on 10/23/ We see that you had your own technician come to your home and diagnose your unit Upon diagnosis it was explained that the compressor had gone bad and the Freon had gone bad due to the compressor.We did advise you that this was a lack of proper maintenance and per the documents that you had sent to us do not show that the unit was maintained properly We see that you had the unit recharged but not repaired, the unit had a leak that was not addressed or fixed and lastly these documents do not show the serial number or model of the unit therefore we don’t know if this was for the unit that had failed Please see Section FLimitations of Liability The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.Also, per our policy, you had tried to dispute your claim and sent me an email Our policy states that CHW does have days to dispute a claim and allow me to review I do apologize if you were not familiar with that section but please view Section GMediation.Since you disagree with the outcome of this claim hence our policy, CHW will be happy to reimburse you the funds you paid for the policy $ Kindly contact anyone in our office as the notations will be on your policy that you have agreed to a full refund.We do regret your frustration with this claim however CHW is in full compliance with our policy’s terms and conditions. Respectfully,*** *.CHW

*** ***,We do regret your frustration with this claim and we do see that CHW offered to provide you with a goodwill gesture of $to help towards the unit. However, per our policy Section F#CHW is not responsible for any negligence of a technician and we are not responsible for
any items that were ruined.We certainly value you as a customer and over the past few years all of the claims that you have submitted to us have been covered. CHW has paid a total of $in claims for your policy.We have added a onetime free service call fee to your policy in an event that you need a service provider to come to your home for a new claim.Thank you,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. We regret to hear your frustration and system failure We understand the urgency in your situation, however please note that we are not an emergency service company. A review of the claim shows that it was processed according to the policy This was an approved claim Based on the diagnosis that we received, it stated that there was a main line clogged The technician did attempt to snake the line, however, he did not have the retriever head to complete the job He advise CHW that he would not have the part for another days, therefore he requested another technician to be dispatched to your home, as he understood your sense of urgency. We dispatched the claim to another technician and did waive the service call fee for you We received notification from our technician that the job has been completed We do apologize for any inconveniences this may have caused you Please accept a one-time free service call fee for your next claim To accept this offer, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm EST.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 *** A review of the claim shows it was handled properlyBased on the diagnosis that was received it was determined that the unit didn’t fail due to wear and tearThe unit was overheating due to bad windings and burned refrigerantAdditionally, CHW is not responsible for repairs related to known or unknown preexisting conditionsThe failures wouldn’t have occurred in such a short time span of the policySection Letter A, Number indicates that CHW is responsible for repairs related to wear and tear and Section Letter F, Number of the policy indicates there is no responsibility for repairs related to known or unknown preexisting conditions Section Letter L, Number indicates that if canceled after days, you are entitled to a pro rata refund for the unexpired term, less a $administrative feeAt this time, the policy is not active and has been canceled upon your request We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Complaint: ***
I am rejecting this response because:
This business practice is terrible and of course they are responsible for the quality of their technicians since customers have no choice as to whom they choose The technicians are sent randomly Choice could have made an extra effort at a little after 6:central time to find someone in authorizations (as I was told by one service representative I spoke to), but they did not so that they did not have to pay this claim They technician they sent is not insured or bonded or licensed or competent Per Choice's own contract, section A: "During the coverage period, Our sole responsibility will be to arrange for a qualified service contractor ("Service Provider";) to repair or replace, at Our expense (up to the limits set forth below), the systems and components mentioned as "Included" in accordance with the terms and conditions of this contract so long as such systems and components: Are located inside the confines of the main foundation of the home or attached or detached garage (with the exception of the exterior pool/spa, well pump, septic tank pumping and air conditioner);" Obviously, the contractor they sent was not qualified and therefore Choice breached the contract If I give a proper review as to what happened, will I still get the free month of service, or does it have to be a POSITIVE review as the email states?Customers need to be careful of Choice as they look for any excuse not to pay for needed and covered services I'm confident that their positive reviews are paid for through the same email I got in which positive reviews are offered a free month incentive Had I known this was the practice of buying reviews, I would not have chosen Choice Home Warranty Buyer beware
Regards,
*** ***

Dear *** *** ,We do regret your frustration, we do see that you are in contact with our Customer Advocate and are receiving a refund for the funds. We have received the agreement that you have provided us with and the refund will be completed within 7-business days. Thank you,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 claim for your Air Conditioning System, we do see that the technician stated that the unit had failed due to the evaporator coil was rusted and leaking from that area of rust Per our policy Section FLimitations of Liability #states that CHW is not responsible for failures due to rust. We did offer for you to have your own technician provide us with a diagnosis and if that diagnosis was different than what we were told, we would review the claim.We also see that you had spoken to our mediation department and they tried to assist you with a goodwill offer of providing to you the evaporator and you would be responsible for the remainder of the repair You did decline this offer and requested it to remain as a non-covered claim without any goodwill.CHW did try to assist you with this claim the best way that we could with the offer of a second opinion since you disagreed with the technicians diagnosis and we offered to assist you with a partAll of which you declinedPlease note that by using the unit with the new thermostat that you have placed into the unit will continue to ruin the unit and make it fail completely The unit is leaking and once the Freon is out the compressor will stop working This claim is not covered by our policy but we do urge you to not use the unit for further damage will be done. We do regret your frustration with these claims however CHW is in full compliance with the terms and conditions of our policy. Respectfully,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 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 or routine maintenance...” Our SrClaims 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, as a goodwill gesture we offered you $towards the non-covered claim You accepted this offer as of August 24, 2017. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Complaint: ***
I am rejecting this response because:The person that came to my house identified himself as representing Choice and basically stole the evaporator coil from my air handler unit Choice should get this part back from the contractor or get me a new part that can be installed to make the system work I have been now days without air conditioning in FL and I have children in the house This should be resolved by Choice
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 Upon review of your policy, I do see that CHW was able to assist you in the following claims:Claim # *** for your Air Conditioning System in the amount of $330.00Claim ***for your Plumbing System in the amount of $100.00Claim #***for your Washer in the amount of $400.00I do see that we are unable to assist you with the newest claim for your AC unit due to the fact that the technician stated that it shorted to the ground There are ways that this could happen and all of these ways are not covered by CHW.1) Power Surge/Lighting Strike 2) Manufactures Defect 3) Acid Burnout (Due to improper previous repair or improper installation)4) Lack of Proper Routine MaintenancePlease see Section FLIMITATIONS OF LIABILITYWe are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressureWe are not responsible for repairs related to inadequacy, lack of capacity, improper installation, mismatched systems, oversized systems, undersized systems, previous repair or design, manufacturer’s defect, and any modification to the system or appliance. We do regret any frustration that you dealt with in the outcome of this claim CHW strives to help our customers with all of their home needs We do follow our policy and we do expect our customers to as well.I do see that you were offered a full refund of your policy because you disagreed with our decision, despite the fact that CHW has paid out over $in claims for your units I also see that you have declined this offer I do apologize but there would be nothing more that CHW could offer you at this time.Thank you for your feedback as it is always helpful for us; it allows us to improve our customer service.Best regards,CHW

Complaint: ***
I am rejecting this response because:Unfortunately you are referring to the first claim I submitted I have no issue with that one, other than your poor response time and the fact that I had to schedule the repair myself, outside of your referral process, due to slow response time. The second claim you have no idea about because your technician never made it to my house to assess the repair needed I tried many times to get you to call the number I provided, but you never did I sought the repair, again, on my own due to terrible response time and horrible customer service In fact, if you were thorough in what you did, and took the time to read the original complaint, you could have figured out that I was referring to the leaking AC system But again, that would require you to pay attention to detail and provide satisfactory customer service I know that is outside your capability.I expressed a desire to call you to discuss possibly terminating my contract I never said cancel my contract - you did that unilaterally Again, learn to read and you'll figure out a lot! I actually had reconsidered cancelling, thinking I might just speak to you, give you a chance to explain and make it right, and see where we were I submitted a claim, as per your prior instructions, for the repair I had to schedule on my own and pay for on my own, due to your lack of customer service and evidently ability After you received my claim in the morning, that afternoon I rec'd an email stating you decided to cancel my contract I then called and you couldn't help me, or reimburse me for any reasonable amount, because I had no current contract Poor, poor customer service leads to frustration All I want is some fair and equitable compensation for my claim - or for the refund of my premiums that I paid to you all, for what turned out to be a terrible decision to switch home warranty companies to yours After settling this claim by reimbursing me, I would like nothing to do with your company ever again
Regards,
*** ***

Dear *** ***
We regret to hear your frustration. As per your request, your policy was cancelled as of 11/13/and your refund in the amount of $was credited back to your credit card. 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 *** Upon review of your claim it appears that your claim was processed in accordance to the policyThe effective date of the policy was 8/1/and the claim was placed on 8/9/As indicated in the policy section Letter F, Number 1, CHW is not responsible for repairs related to known or unknown preexisting conditionsThe compressor of the unit failed and this is a mechanical component that will not fail in such a short span A request was received to cancel the policy and this has been honoredA call was also received that if CHW would cover this claim, the customer would return to as customersThis claim remains non-covered We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy 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 ***. You purchased two policies: on in October of and the other November of Our policy Section L, Cancellations states:This is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturerThis is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty You may cancel within the first days of the order date for a refund of the paid contract fees, less a $administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:Nonpayment of contract fees;Nonpayment of Service Fee, as stated in Section III;Fraud or misrepresentation of facts material by You to the issuance of this contract;Mutual agreement of Us and YouIf canceled after days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $administrative fee and any service costs incurred by Us All cancellation requests must be submitted in writing.We do strive to provide the best customer experience, and regret to hear that you have had less than As a goodwill gesture, we would like to offer you a one-time free service call fee for your next claim To accept this offer, please contact us directly at ###-###-####.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 the inconvenience. CHW does not condone rude behavior as we strive to provide the best customer experience. We have taken this issue to the Director of Operations who will address this matter immediatelyOur records show that your refund was processed May 4, at 4:24pmWe wish you the best in your endeavorsRegards, 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 condenser coils were clogged and dirty, caused by a lack of proper routine maintenance In addition to that the condensation pump float failed. 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 or routine maintenance...” In addition to that our policy states in Section D, Number 4, that CHW does not cover condensation pumps.Our SrClaims Specialist advised you about the outcome of the claim and our policy, which you were not satisfied If you would like to further dispute this claim, you can email a copy of your maintenance records to [email protected] for review If the records show that your unit was routinely and properly 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

Hello, A review of your claim shows that your claim was denied due to a lack of routine maintenanceThis was due to the condenser leak that as foundYou said that you had maintenance records and although it is not required, CHW invites all customers to send in their records to reviewAt this time your policy with CHW has been canceled which means that no further action can be takenRegards, 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 assetWe are committed to providing a positive customer experience and we take all feedback very
seriouslyChoice 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 purchaseIt may also be found on our web site at *** Upon review of your Air Conditioning claim, we do see that the unit lacked proper routine maintenance, this had caused improper operating temperature and excess pressure which had caused the Freon LeakPer out policy, Section FLimitations of Liability #states that we do not cover failures that are a cause of lack of maintenanceHowever, if you do have routine maintenance records, please provide that information to us by sending it to *** and we will be happy to review the claim
We do see that you did speak with one of our senior managers *** on 7/13/and he explained that per our policy, this would not be covered
We do see that since the beginning of the policy’s start date of last year, CHW has assisted you in $of authorized claims, this being said if we are not able to cover one of the claims that you had placed, it surely doesn’t mean that we are not covering it because of any other reason but what the diagnosis stated and we compare it to our policy
The technician provided us with pictures and with the diagnosis and the pictures, it was confirmed that the unit lacked proper routine maintenance
As we stated, you are more than welcome to send us records and we will be happy to re-open the claim
In reference to the plumbing claim, we do see that you have an appointment with the technicianWe will not be able to provide you with an outcome until we have a diagnosisIt also states that you are using your own technicianPlease note section CService Calls #that states that you must have prior authorization for any work doneIf not, you will not be reimbursed for any part of the claim
We do regret any frustration that you dealt with and do hope that all claims going forward go smoother for you
Regards,
CHW