Bass Services, Inc.

Complaint: ***
I am rejecting this response because: how can there be a dollar cancel fee on a month to month contract, bottom line is they took my payment in advance so no matter if I cancelled or not they should have covered me for the mobth I paid for
Regards,
*** ***

Dear Ms*** *** 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 the claim was processed in accordance with the policyThe diagnosis that was provided states that the water heater was leaking from the main tank, and the recommendation was to replace the tank Section Letter D, Number of the policy states that the “…Main, Holding or storage tanks” are not covered. You insinuated that you thought you were purchasing a home warranty, however Section Letter C, Number of our policy states that this “…is not a contract of warranty…”We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy. 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 your claim that you placed for your AC unit, our records show that the technician stated THE CONDENSING UNIT IS FULL OF DEBRIS AND COB WEBS-THIS SHOWS THAT THE UNIT HAS NOT BEEN PROPERLY AND ROUTINELY MAINTAINEDTHIS IS ONE CAUSE OF COMPRESSOR FAILURE"I have attached the records that you had sent to us stating that they are maintenance records As we have advised you these are not maintenance records but records of repair The records actually show improper service being done on the systemOne states that you added Freon and the second states that "everything is good, blew out condensing coils." These show that by adding Freon to the unit was a maintenance issue and blowing out condensing coils as well shows this A maintenance record would have a check list of the items that the tech checked and verified that the units were working properly.We do apologize for your frustration with this claim but we are unable to process a claim that we do not cover per our policySection 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 liable for or routine maintenanceWe will not pay for repairs or failures that result from the Contract holder’s failure to perform or routine maintenanceFor example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement.We always want our customers to understand that all policies have exclusions and CHW does follow our policy We do our best to assist the customers and approve claims that are submitted to us We do apologize for your frustration with these claims CHW is in full compliance with our policy.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 ***We do not see that you had tried to contact our company to cancel the policyWhen contacting our company, we do not ask for your policy number but we do ask for the street address You could have gone online and emailed us to cancel or follow the policy and contact us in writingYou signed up with us and you had days to cancelWe have followed the policy and provided you with a good will gesture and did not charge you for the administrative fee of $and provided you back one month.There would not be anything further that we could do for you at this time. We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy.Regards,CHW

Complaint: ***
I am rejecting this response because: this is a repeat of the same statements your people have made before and nothing changed hereYou are clearly lying about the part and clealy shrugging off the responsibilty based on the contract you made with me
The paragraph you quote.....does not say that you do not need to pay for the repairUnlike what you told me that part is not available it is availableAnd you should have fixed it. And worse yet is even if the part were to be unavailable (which I wrote is a lie) you are required by your paragraph to pay for the PART + THE COST TO INSTALL IT....$Would not cover that either that would have been around $500.The paragraph you quote says.. We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color..in order to replace it, I am not asking for color or measurements...but I am asking for replacement of similar features, capacity..the fisher pakel is a dual bin dishwasher, with many features....and the only replacement would cost approximately $1,200.It is only in the forst days of the contract that you have more wiggle room, we have had the contrract a long time more than that.So it should have been repaired but now it will need to be replacedPlease issue a check for the dishwasher to be replaced.
Regards,
Abe ***

Complaint: ***
I am rejecting this response because:While I did speak with a CHW manager over the phone, and he did call the tech to "prove" that the charge was $145, there were no documents provided to me, and yes I did ask for them, to prove that was what the charge for the service wasI asked multiple times for something in writing, but the manager insisted that your systems weren't capable of providing that informationAfyer reading this response, I continue to be dissatisfied with Choice Hone Warranty's poor customer serviceIt turns out it was the dryer that caused the breaker to go out in the first place but I had already been so frustrated with your service that I cancelld the policySo now something else I could have made a claim on I had to buy out of pocketThough I'm sure you all would find a way to worm your way out of approving a claim on my appliance.
Regards,
*** ***

Dear *** ***,We do understand that you have had CHW for years and have paid for the policies that you had with us After reviewing the policies it shows that CHW has assisted with the repairs in your home for one policy in the amount of $and the second policy in the amount of $also, out of this amount, goodwill gestures were provided.In reference to your Air Conditioning system claim, it is not that CHW does not value you as a customer; we did when you were with us however CHW has to abide by the terms of the policy just as you do You had work completed without authorization which is against our policy Section CService Calls#2.The work that you had done to the unit, you chose to have completed without prior approval and now your policy is cancelled with our company and we are not able to provide you with a goodwill gesture.We do apologize for your frustration and we do thank you for your feedback as this will help us with our future customer and customer services.All our best,CHW

Dear *** ***Our records show that there were claims that were paid out by our company within the timeframe that you are stating and we do show that our refund is correct however as a good faith offer to settle this complaint, we are willing to provide you with the refund in the extra amount that you are requesting CHW has already placed a refund to you in the amount of $and we will add the additional $and this will be placed back onto the credit card that we have on file within 10-days.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 *** We are happy to hear that you have spoken with a manager and have reached a mutual agreementPlease call our customer service team directly if you have any questions 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 ***
* It appears that you have already canceled your agreement with CHWWe value all of our customers and had been waiting for your return call in an attempt to have the claim processedWe regret that you have decided to end your relationship with CHW We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

*** ***,Your policy was purchased on 1/20/16; your policy began on 2/20/ Per our policy Section ACoverage #states that all units must be in proper working order the date that the policy begins It also states in Section FLimitations of Liability #that we do not cover any known or unknown pre-existing conditions whether known or unknown There was a piece of metal in the inducer motor; the technician advised CHW that this is not wear and tear.As a goodwill gesture CHW is willing to provide you with a full refund of the policy that you purchased We are offering this to you because this claim is not a covered claim and we cannot overturn a non-covered claim Our policy clearly states that we do not cover failures that have started before the policy had.If you would like the full refund, we are willing to provide it to you even though CHW did spend money to have a technician come to your home.Please contact us and we will provide you with the proper paperwork.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 CHW received feedback from the technician that there was an issue with the water level and he repaired it at no chargeHowever, based on the feedback received from you, the claim has been reassigned to another technician to diagnoseAdditionally, there was a delay because the technician that was assigned, you requested that there be a changeCHW honored this requestAs indicated, CHW does offer the reimbursement option in which you would have the ability to secure your own technician that would be reimbursed at CHW ratesPrior approval is needed should you choose your own technician and you will be reimbursed of the covered claim in days CHW values all customers and wouldn’t want to lose any customersHowever, if you would like to cancel as indicated, please call the CHW customer service team directly 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 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 he Freon leaked out of the system due to bad shadder valves, making the Freon leak secondary damage.Per our policy, Section Letter F, Number CHW is not liable for repairs related to “…secondary damages…”Our SrClaims Specialist advised you about the outcome of the claim and our policy in which you understood.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:
If the technician stated that the compressor was bad I believe since I have coverage with chw it should be fixed by you.You tell me that it could not have went out during a short period of timeI nor you are in control of equipment that goes outIm sure that I was not expecting nor wanting my unit to stop workingThere again I can'tcontrol thatYour company is not worthy of advertising because chw is not a company that stand by your wordChw promises that you can be worry free about any of the covered items going out then you denied the claim.No one should deal with choice home warranty under any circumstanceFind a reputable warranty company that will stick to what they sayNo I am not pleased with themI advised family and friends to seek other companies for a warrantyHave a interview set up with my local news station soon.Will also be making my fbf aware of what the company has put me through No $is not enough for the repairs nor is it enough to shut me up from complaining I want chw to repair my unit as promised
Regards,
Sandra & Mic ***

Complaint: ***
I am rejecting this response because:
This is a "canned" response they are offering to their customers still not addressing the individual issue identified by the customer.
Regards,
*** ***

Complaint: ***
I am rejecting this response because: we have since received our credit card bill to pay the $and still no refund. Very poor customer service.
Regards,
*** ***

Dear *** ***,CHW is currently re-reviewing this claim based on the information that you provided Once we receive an update, we will contact you with the outcome.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. 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 condenser coil was leaking due to rust and corrosion The pictures we received also confirmed the rust and corrosion on the coil.Per our policy, Section Letter F, Number 1, CHW is not liable for “…malfunction or improper operation due to rust or corrosion of all systems and appliances…”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel due to your dissatisfaction. Per your request, your policy has been cancelled as of May 30, and your refund has been processed Please note that no further action can been taken on this claim as this policy has been cancelled 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/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 the tank was rusted and leaking from the bottom Our policy states in Section Letter D, Number 6, that CHW does not cover the “…Main, Holding or storage tanks…” however the unit has a year warranty on the tank and is only years old. Your water heater is still under warranty through the manufacture Per our policy, Section Letter F, Number 15, CHW is not responsible for repairs on “…any covered item while still under an existing manufacturer’s warranty…”Please contact the water heater manufacture Bradford White at ###-###-#### Your model number is *** and your serial number is ***.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:
I have repeatedly stated that the other contract belongs to my father not to me and should not be charged and as I explained to Andy numerous times the charge back was that Elliott told me that was my fathers account not mineI am entitled to a refund for being charged for a service you could not provideif you want to quote your own contract maybe you need to try to honor it not give your customers the run aroundI need my money back they never provided a service which they claim they would I do not have any accounts thereI have attached correspondence
Regards,
*** ***