Bass Services, Inc.

Complaint: ***
I am rejecting this response because I expected replacement of my cuftfreezer with similar capacity. Every contact I had with CHW, I was told the Freezer was not covered under contract, and therefore all CHW would cover is max $or a cuftfreezer.I do not understand why a)CHW says freezer not covered when contract says the Freezer can be "located inside the confines of the main foundation of the home or attached or detached garage". b)Why CHW would only offer a replacement of a cuftfreezer, when my freezer was cuft. per contract "We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color." I should have been offered a cuftreplacementand c)since I would not accept a freezer of less capacity, CHW told me the max they would offer in cash was $500, when Frost Free cuftcost more.CHW left me no alternative but to accept the $to help pay towards a cuftfreezer, since CHW's offer of a cuftwas not a true replacement, as contract advises it would be. My initial complaint remains, CHW did not hold up to their contract of replacing a similar capacity freezer.My concern now is - I have a new cu ft freezer. This freezer is in my attached garage. Is this freezer covered? If it goes out, will a true replacement be offered with same capacity? Or will CHW tell me again, that it is not covered and try to offer me a lesser capacity one. If it is not covered, I need a refund of the residual years left on my policy for representation. Please advise. This is the only time I have had problems with CHW honoring contract, but am now concerned going forward. *** ***
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 *** Upon review of your claims it your claim was processed in accordance with the policy section Letter F, Number in which CHW is has the sole right to determine whether a covered system or appliance will be repaired or replacedWe are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or colorAdditionally, section Letter F, Number indicates We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (which at times may be less than retail) to repair or replace any covered system, component or applianceA check was processed in the amount of $to assist in the purchase of a new refrigeratorWe apologize for the delay in having the claim processed as our goal is to provide outstanding serviceWe continue to work diligently in handling all of our customer requests 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 *** A review of your claims shows that the claim was handled in accordance with the policyWhen the claim was placed it was indicated that the issue is with the chains, cabling, springs and tracksSection Letter D, Number of the policy indicates that garage doors, hinges, springs, sensors, chains, travelers, tracks, roller and remote receiving and/or transmitting devices are not covered under the policyYou have indicated that as a result of a previous repair there are issues with the garage door openerSection Letter F, Number of the policy states, “…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 performanceYou also agree that we are not liable for consequential, incidental, indirect, secondary, or punitive damagesYou expressly waive the right to all such damages….” 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 *** Upon review of your claim, it appears that a good will payment was made to fix your ceilingA reimbursement check has been processedAs we have indicated, please allow business days for the checkThe funds were authorized on July 2ndYou should have your payment within business days from that date We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

I am rejecting this response because: their response is and totally not true I have records to show that each year I personally paid a qualified technician to perform annual maintenance on my AC unit Also the paperwork received from the handyman they sent out did not state what they gave indicated but he copied what the technician I hired from a qualified company had written that the condenser was broken Choice also told me in January that they replaced a part on my heating system but when it continued to malfunction I hired a qualified tech from a real heating and air company and they confirmed that the part was never replaced Choice does not have any qualified companiesThe last person they sent yo my house is a mechanic and it says do on his paperworkIt does not state heating and airThe one before that showed up in his car and had no tools and caused me to hire an electrician which I did not needI also have a statement from a previous contractor of Choice stating that he did not have credentials to fix heating and air problems and that Choice would tell them how to word stuff so that it would not qualify for repairsI have also spoken to several customers that I referred to choice who gave been defrauded as wellThis is only my first step in the process; I am not interested in choice's response as it is the same response posted for every claim filed on themI am only interested in exposing their fraudulent business practices as they don't even have legitimate companies to service issues They gave changed their story three times but they need to read their own advertisement and promises to customers.Unless in received a refund of my money I will go all the way to the Supreme Court to stop any other honest people from being cheated

Dear ** ***We regret to hear your frustration, however, per a conversation you had with one of our managers you did advise that you were doing the maintenance on your own. Proper routine maintenance can only be performed by a licensed HVAC technician. You are entitled to get a second opinion at your expense If you choose to do so, please submit the detailed invoice with the diagnosis to [email protected] for review. If the outcome is different, we would adjust the claim accordingly. Regards,CHW

:Regarding the prorated refund. I paid $2,for a year contract I should have received at a minimum $2,since I did not have the contract for more than monthsI have spoken with an attorney and have a signed affidavit from my technician stating our units were properly maintained, and that the coil failure was not a result of improper care Offering $to replace coils that cost in excess of $each is unacceptable When I purchased my warranty it was under the impression as per your website that I would never have to pay for a repair again CHW was recently ordered to pay $780,to customers who claimed claiming CHW denied their claimsI am requesting CHW honor what was promised, and reimburse the $4,spend to replace and install two new coils I will be forwarding CHW's response to the NJ Attorney General, as well as my attorney here in Texas

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, we do see that the hot water heater was installed with the wrong breaker, per our policy, Section FLimitations of Liability #states that we do not cover failures that are from previous repairs or replacements. 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 http://www.choicehomewarranty.com/user_agreement.php.Per our policy, Section LCancellations you are able to break the policy that you have with CHW and you are permitted to receive a refund for the months not used You will be charged the amount that CHW has paid out on your claims as well as an administrative fee of $ As of today’s date 2/18/16, your refund would be $ This is the pro-rated amount that would be due back to you from the year policy that you had paid $3025.00.I have documented the claim with this amount if you should want to cancel the policy, you can contact us and we will provide you with this amount.We do regret your frustration with the policy and your claims.Best 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 a good will payment was offered on July 11, in the amount of $Please allow business day for processing of the reimbursement We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

First off choice is lying as usualI will have to get my phone records to prove that their notes on their end is falseWhen I was offered the amount of by a supervisor ***, there was no payment due yetI was upset that it was being handled that way and not an amount to purchase another washerThe cheapest one you can get is more than The was being refunded for the service fee *** said the business had no right to ask for since they never did anything but ask my husband what was wrong and leftHe said he would talk to Choice and get back with us which he didn'tAfter a week I called Choice because it was going on a mth since I had started claimI had also told *** I was cancelling policy because of this and at no time did she mention anything about needed to pay the next month billThe bill wasn't due yet and my phone records will show thatI have also gathered all my credit card statements to show I have never been charged before the or the of any month that I was with themBut that doesn't matter because I was offered the before the 4th of May, anyways, by ***Bottom line they are a fraudTo think that I would pay for another month is stupidityThey didnt do what they told me they would do, and then think I would pay another to get the Who would do thatBottom line I have given most of my info to my attorney, and we will take this to courtI have all phone records and credit card statements to show all of this happened before the 4th, even though it always was charged the 6thAnd I also know that after I cancelled they kept having someone call me to get the monthly paymentI finally got mad and told the lady to quit calling me because this had been cancelledChoice now considers this the day I cancelled which was the 9th and that is not trueThe call I cancelled was the call I talked to *** about the amount they were giving me, and that was before the 4th of MayBottom line I paid for the service and didn't get the repair or compensationSupposedly repair was for a washer that cost 400-newAnd all that was wrong was bearingsI'm not stupid to then pay for another month of service to this fraudulent companyMy daughter has a different company that came with her new house and they have been wonderfulI should have went with them I will be gathering all the records and filing with the court here in AZWhatever my attorney tells me is bestThey can't expect someone to pay another month of service to get their payment for a claim if I'm not stating with themThey are paid in advance, not the rearsTherefore I did not owe them anything when they offered money to go towards another washer and my phone records show it

Your policy began on 8/28/15, you placed your claim on 8/31/and stated that the unit didn't work in days The unit could not have failed within day of the policy's start date The failures that you have on your unit cannot occur within day Please read our policy Section ACoverage #States ALL unit MUST come into the policy in proper working order Your units failures show that there were issues, failures prior to the policy's start date We also state that you as the customer are responsible for routine maintenance and if you had this done, the failures that you had might not of have happened but the claim is not covered due to it being pre-existing to the policy as stated as well in 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.Being that your policy has been cancelled; CHW cannot assist with this non-covered claim.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 ***As explained to you, this failure was due to the tank and CHW doesn’t provide coverage for the actual tank Please see Section DCoverage #under the exclusions Also, as we explained if you felt that this was not a proper diagnosis, you can contact the technician or another technician to provide a second opinion.CHW had offered you a full refund of your policy regardless that we had paid for $of in claims We are offering you a full refund due to the fact that you do not agree with the outcome of the claim, hence the policy We have provided options for you and once you have decided what option you would like to use, please feel free to contact us as it is documented in your claim that the offers were made. We do regret the frustration that you have experienced with this claim however we do look forward to assisting you with future claims.Sincerely,*** **CHW

,We have reviewed the claim and it shows that CHW did authorize the repairs at our rates. We have already provided you with the check which you have cashed. We explained that the cost for the inducer motor at our cost is $which we have provided you with. As a goodwill gesture, we are offering to provide you with a second check for the remainder of the motor in the amount of $295.00. This is a total of $which is the amount that you paid for the motor. We are not able to provide the entire amount that you paid due the fact that this is beyond our rates.If you would like to accept this, please contact us at ***. Thank you,CHW

Dear *** * ***,Please understand our policy, in Section Letter F, Number 12, where it states “…In the event a claim is denied, and a customer seeks to have CHW review that denial, CHW has the right to request routine maintenance records in reviewing its decision…”Meaning, if you would like to dispute the “lack of proper routine maintenance” non-covered claim, CHW has the right to request the proper routine maintenance records. At this moment, we have received the requested documents, therefore the outcome of this claim stands. We strive to provide the best customer experience, therefore we would like to add one free service call to your policy for your next claim. To accept this offer, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST and Saturday-Sunday 9am-5:30pm EST.Regards, CHW

Dear *** ***We do apologize for the inconvenience this may have caused you We have contacted our IT department to remove your information from our do not call or email list Please allow one week your information to process. If you continue to receive solicitations, please
forward the email to us at [email protected], so we could revisit the issue. 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 www.choicehomewarranty.com/useragreement. Upon review of your claim, we do see that there was a failure that was caused by the condensing coils, the unit was not properly maintained and this caused the unit to failYou did advise CHW that you had your unit maintained per the manufactures specifications however you have not sent any type of proof to us Please send your routine maintenance to us at [email protected] and we will be happy to review the maintenance records for you Once we have reviewed the routine maintenance records, we can move forward with your claim. We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear T*** ***,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 we covered the previous claim that you had for the washer We were advised that there were washers on site and that would not be a covered claim since you do not have the coverage for unitsHowever, since you are stating that there was only one washer and it was a new washer that you had just purchased used, we still would be able to cover the unit under our policy The failure that you had with the washer is something that would not be covered because it was purchased in this condition Per the technician the unit was not in good condition and it would not have been covered per Section F#states that we do not cover any known or unknown pre-existing issuesSince the unit was purchased with the failures The cost of the repair for this unit would be $if gone through our technician As a goodwill gesture, we are willing to provide you with $towards the repair If you would like to go through our technician, we will provide him with the authorization or if you wanted to use your own, we will send you a check.In regards to the dryer, since there was dryers in the home at that time it would not be covered There is no proof that you did borrow this unit and that you truly only have one, however we do value you as a customer and are willing to provide you with a goodwill gesture for the repair of this unit The cost for repair through our technician would be $283.32, CHW is willing to provide you with half of the cost in the amount of $141.66.If you decline both of the offers, we could provide you with a pro-rated refund as per the terms of the policy Section L CancellationsIn this case, you have paid $for a year policy and CHW has paid $in covered claims Unfortunately, there would not be a refund based upon this.In reference to the customer service rep, we do apologize This is not something that CHW condones and this will be brought to the VP of Operations. We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy. 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. In review of the policy, it shows that you purchased the Total Plan Coverage for one year in the amount of $on June 29, Due to your proof of prior coverage, your policy became effective on July 1, 2017. Please understand that the proof of coverage only starts your coverage before the days, it does not cover pre-existing conditions 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 unit was approximately 4lbs low on Freon This could not occur in the short lifespan of the policy as it takes time for Freon to leak out of the system Per our policy, Section Letter F, Number 1, CHW is not responsible for any known or unknown pre-existing conditions.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 we have added a one-time free service call fee for 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 *** ***,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/user-agreement/. Please note that your policy is currently past due.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 unit was leaking. Per our policy, Section D, Number CHW does not cover “…Leaks of any kind…”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW