Bass Services, Inc.

Complaint: ***
I am rejecting this response because: When the company offered me the service, his representative told me that all my major appliances are covered after one month of coverage At that time, the washer machine was working fine, and there was no issued with it It leaked water to the floor just once on Monday, evening when my wife was washing some clothes at night, which was about two weeks after the second payment to the company. Second, the company promised me that I would have received a policy within one week by mail after I signed up for the service As of today, I have not received any policy from the company The above statement made by company has never been explained or said anywhere during our conversation to purchase the service plan Based on my recent review on line, I noticed that this company has a very bad reputation how it is conducting its business It is very likely that the company failed to issue a policy knowing that it will not adhere to its terms and conditions of its policy I requested my credit card company to stop all payments to this company, and I filing this complain against it
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 our web site at ***Upon review of your policy, we see that it started on 2/28/16, you placed the claim for your washer on 3/1/ This was only days after the policy beganThe technician stated that the failures of the unit were multiple component failures that could not have developed within the time frame that your policy had started.Per our policy, Section A#states that all units must be in proper working order on the start date that the policy beginsIt also states in Section FLimitations of Liability #that CHW does not cover failures that are known or unknown pre-existing to the policy.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 *** Upon review of your claim it appears that your claim was processed in accordance with the terms and agreements of the policy as writtenThe first technician arrived on June 14th and didn’t collect a service call fee as they felt as though you were inconveniencedCHW was informed on June 21st that the technician failed to respond again at which time, we immediately dispatched another technicianWe informed you that there was no clear access to the Air Conditioning unitAs outlined in the policy, section Letter F, Number we are not responsible for providing accessWe have worked diligently to find a technician that would be able to accessWhile working on the claim, the policy was in default as payments weren’t receivedAt this time, we are not able to continue to work on claims or provide service if the policy isn’t updated 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 dissatisfaction with CHW. Please understand that CHW never received the diagnosis for your Heating System, therefore, we were unable to process the claim the claim accordingly. Please be advised that our policy states in
Section Letter C, Number that CHW “…will not reimburse for services performed without prior approval...”However, CHW will review your detailed invoice that shows the diagnosis and the reason your unit failed. Please submit your invoice to [email protected] for review. Once we have reviewed your invoice, we will contact you. 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 for your refrigerator it appears it has been processed in accordance with the terms of the policyThere appeared to have been a struggle in locating a technician in the area to handle the issue with the repairThe claim was placed on 7/and a technician was assigned on 7/The technician didn’t come as scheduledCHW did advise of the reimbursement policy and it was declinedOnce the technician diagnosed the claim it was determined that the compressor is not pumping Freon and the compressor needed to be replacedAs the policy was effective on July 8, this is something that would take time that would occur and wouldn’t occur in such a short span of the policyIn accordance with the policy section Letter F, Number known or unknown preexisting conditions are not coveredIn an interest of customer service and because you are a valued customer, CHW offered to assist with the repairs by paying $towards the repairs of the refrigeratorIf you are interested in this please call our customer service team directly at *** Regards, CHW We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, 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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***

[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.Please remember to stop any and all future automatic credit card debits
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 *** Section Letter L, Number of the policy that was sent states, “If 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”A copy of the policy was emailed on 1/18/ A review of the claim for the dishwasher shows the claim was handled properlyThe diagnosis provided to CHW was that the lower support of the washer arm as well as the assembly for the wash arms needs to be replacedThis was a result of something hitting the assembly and breaking itThis is something that occurs when the dishwasher is loaded improperly which causes damageSection Letter F, Number of the policy indicates that misuse and abuse is not coveredThere was a previous claim placed for the dishwasher 6/1/and CHW spoke with a representative at Aimson who indicates that there was a foreign object stuck in a drain pumpThis was repaired by GE, not CHW as this is not covered in accordance to the policy section Letter A, Number 2, in which CHW is only responsible for repairs related to wear and tearThe spray arm was repaired only We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards,

Complaint: ***
I am rejecting this response because:
I have paid several years on this so called warranty I had to fight with ya'll to get my dishwasher repaired because ya'll wanted to replace it Yea right, a $unit and I was offered $to replace it I went to the upper management and finally got it covered and fixed Simply cancelling my policies would be asinine since either way I am out good money I would be better off taking the monthly fee to ya'll and putting it in a "in case my appliance fries" fund You always seem to find a way out of paying for any claim I deserve satisfactionThere are thousands of negative comments about this company and I would have been much better offhad I read them and heeded their warning
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 *** The claim has been reviewed and the claim was approvedThe exhaust fans are covered, however, upgrades are notBased on the information received from the technician the fan needed to be upgradedSection Letter F, Number of the policy indicates that CHW will provide coverage for builder’s grade, and the customer would be responsible for any overage chargesCHW made a payment to the technician for the diagnosis and repairs, however, it is the responsibility of the customer to pay any overages CHW doesn’t want to lose any valued customers, however, there is a request for the cancellation team to contact you at your requestIf you need to speak with them prior to them calling you, please call the 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 *** We have sent you a release agreement that outlines the guidelines that have been established to provide you with a full refundPlease call our customer service team 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 *** Upon review of your claim it appears that there was a mutual agreement that was met that resulted in a goodwill payment of $Per your request the policy was then canceled in accordance with the agreement We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

The reason there wasn’t a goodwill gesture was because there was a lot of name calling and other disrespectful comments that prevented anything from being offeredIn order to be able to compose themselves, the representative needed to place the call on hold and the call was disconnected before a goodwill gesture could be extendedThe goal is to be able to provide outstanding customer service at all times, however, it isn’t acceptable to be offensive when the outcome is less than favorableCHW apologizes for the long hold times, they are working diligently to be able to accommodate all customers quickly and thoroughlyIn order to successfully place a claim there is an option of being able to do this onlineAt this time, the account is no longer active so there are no actions to be taken 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 Please accept the apology of CHW for the delay in processing the claimThe claim was dispatched in accordance to the policyHowever, it appears that one of the issues preventing the claim being processed quickly is the need for CHW to obtain pertinent information pertaining to the make and model number of the unitThe manufacturer of the unit has been sold a number of times which is causing a delayIn order to be able to assist and ensure it is accurate, there is information that needs to be obtainedCHW is working as diligently as possible to locate the information to process the claimPlease call the CHW customer service team directly with any questions at ###-###-#### 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: I was insured when I filed the claim on 8/15/I cancelled because I could not get anything done on the claim for our Air ConditionerDays at over Choice and Excellant Air Conddid not care if we cooked or notThe claim for the pool was filed and a claim # *** if the coverage was not in ? why was it assigned a claim Number ?? CHOICE IS A PHONEY !!! I am this date filing a claim with the *** *** *** and the *** Chamber of Commerce *** DeptOf Insurance Fraud Dept *** *** Commissioner Enforcement & consumer Protection Dept of Banking & Insurance..Revdex.com of N.JIpaid for the Air Cond$because I could not get anything done thru Choice..The Service RepFrom Excellant said Choice is a Con Game..They wont pay anything..All they do is figure out a way.to not pay anything..BOY did he have Choice figuredI am going to try to file a complaint with the small claims court in ***I doubt if I will ever get any satisfaction from choice, but maybe I can keep someone from making the same mistake I made...Maybe someday CHOICE will pay another $fine or better yet , Maybe close them down..I have this date advise friends to not do Business with CHOICE The service man was right..CHOICE IS PHONEY
!!!!
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 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 compressor was dead, due to the internal windings failing and causing it to overheat This failure occurred to do a lack of proper routine maintenance.Per our policy, Section Letter A., Number CHW only cover failures that “…Become inoperative due to wear and tear…”Our SrClaims 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 may get a second opinion at your own expense. If you decide to get a second opinion, please submit the detailed diagnosis invoice to [email protected] for review If the outcomes differs, we would adjust the claim accordingly, based on our policy.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Mr*** ***We do regret your frustration however we do see that CHW did provide you with an email and hard copy of the policy and if you did not receive it for any reason, our policy is online for anyone to view Also, you could have gone into the customer account center to view the terms of the policy.If you would like to view our policy, please go to www.choicehomewarranty.com/useragreement.Again, thank you for your feedback.Choice Home Warranty

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 that started on 8/4/and the claim that you had placed on the same day we are unable to approve a claim that is pre-exiting to our policy All units must come into the policy in proper working order The technician stated that the unit had a bad condenser, there was a bad ran and start cap, motor was burned, wiring was deteriorated and the TSTAT waring was burned He stated that the unit was missing pounds of Freon. All the things that are wrong with the unit shows CHW that you did not follow our policy Section ACoverage #of our policyAre in place and in proper working order on the effective date of this home warranty contractThis contract does not cover any known or unknown pre-existing conditionsIt is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or componentsThis contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,square feet, unless an alternative dwelling type (i.eabove 5,square feet or multi-unit home) is applied, and appropriate fee is paidCoverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homesThis contract describes the basic coverage and options availableCoverage is subject to limitations and conditions specified in this contractPlease read your contract carefullyNOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.All these failures cannot happen on the start date of the policy, they do take time to occur Also, we show that you have already cancelled the policy with us, therefore CHW is not able to assist you with any repairs.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us We do appreciate your feedback as this does help us with our customer service and service providersChoice Home Warranty was in full compliance with its terms & conditions.Best regards,Tracy M

Complaint: ***
I am rejecting this response because: Their story's on refunds are inconstantI was first told I would receive $for marchs payment backThen I never received it so I called back and they told me I would have to wait business days for the refundI never received it and called back again and then they told me I would only receive back $That is when I caontacted Revdex.comI called today to cancel so I would not be billed for April and they at first told me they could not give me any refund and then they told me that I would receive $backI do not understand how they run a businessI would like to receive the full refund back due to the massive inconvenience and all the back and fourth with their answersClearly they to not refer to a policy due to all the different answers I receivedI would like my $that I paid back.
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 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 drain mechanism was leaking.Per our policy, Section Letter D, Number 9, it states that CHW does not cover “drain mechanisms” are not covered. We strive to provide the best customer experience, therefore we can offer you a onetime 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, 9a,-5:30pm EST.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW