Bass Services, Inc.

*** ***CHW has the policy that you purchased online for anyone to read. You do not have to be a customer to review our policy. Also, before the policy begins it is stated in Section Lcancellations that you have days after the purchase date to cancel the policy for a full refund of your funds.We do regret your frustration with this claim. Thank you,CHW

Dear *** ***, We regret to hear your frustration Please note that your check in the amount of $was reissued and mailed on 10/3/ Please allow 7-business days for delivery Regards,CHW

Complaint: ***
I am rejecting this response because: I was told that wear and tear is apart of my contractThis is no per-existing situation it just so happen to need new valves after the plumber took a look at each toilet because of the links My home is years old and there was NOT or different claims there was two different claims1st claim was ELECTRICAL, which consist of outlets and a ceiling fan going out, 2nd claim was all due to Plumbing which consist of the kitchen sink clogged and needed a new garbage disposal, toilet stopped up and from wear and tear the other toilets needed a new valve and stopper which is all under plumbing. Also these things are all due to wear and tear! The problem is this company wants the customer to make payments and never file any clamsThis is the very reason your company has so many complaints filed against you! NO! I am not satisfied with that lam excuse of a reason as to why your company didn't do the job my contract stated it was suppose to doI have sent an attachment to prove my payment! Thank you REFUND PLEASE!
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 claim it appears that the Air Conditioning System claim that you submitted was not covered in accordance with the policy, section Letter F, Number 12, we are not responsible for repairs due to secondary damagesAdditionally, based on the information you submitted indicating that your system began to make a loud noise as a result of the severe storms that recently hit the SC, your claim wouldn’t be covered in accordance with section Letter F, Number We 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 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 Upon review of your policy, I do see that you have cancelled it The amount that we refunded you was correct You had your policy for one month and we gave you the pro-rated amount We have already refunded you the $that was due back to you.Please see our cancellation policy, Section LThis 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 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 providers.Best regards, CHW

Complaint: ***
I am rejecting this response because:The offer is unacceptable and seems an agreement cannot be madeChoice seems to stand on the position of canceling a contract rather than making good on their obligationI refuse to give them the satisfaction of "taking the easy way out"If they only paid claims based on how much premiums they have collected, then who needs a warranty product? They have refused to acknowledge the fact I have PROOF the appliance was in working condition at the time the contract was executed. From here, I will advise the NJ Attorney General to log my complaint based on their record.
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
Regards,
*** ***

Complaint: ***
I am rejecting this response because: Yes I did cancel the warranty because I did not want this to happen again.The supervisor that I talked with said $was the most so I had to take it.I have talked with other warranty companies and they told me they would have paid the full amount for my replacement.Also they would not have let me be without a washer for daysYou need to tell people in large print that you only pay wholesale for replacementThe lady even told me to look for one on the internetYou call that serviceIThink $is fair.I'm only asking what's fair
Regards,
*** ***

Dear Mr***,We do apologize if the check has not reached you as of yet. Once the check leaves our office it is out of our control. If you do not receive the check, you can have a second check sent out however this would be of a cost of $unless you wait days for the check to be invalid.We do regret your frustration.CHW

I am rejecting this response because: You stating things like they're factsThey are notI submitted receipts and also a letter from my servicing company that my machines are maintained when Ms*** accused of me not maintaining my a.c.unitsRetrieve my voice conversations with your agents and let me know when I was informed that I need to take additional insurance if I have more than two systemsIs your sales repwho informed at the time of signing? Is it Ms***? Is it two repsI spoke to regarding my claim? First time I submitted the claim I received an email and a call from you to call a toll free numberWhen I called I was told that my claim is denied, because I didn't maintain the systemI asked your customer service repto escalate my callI was connected to Ms***Ms*** told me that my system is not maintainedWen I asked her how she came to that conclusion she said I quote "By looking at the picturesPictures speak thousand words my friend"She said her decision is the final decision and there is nobody higher than her when I asked her to escalate furtherShe told me to submit receipts when I told her I have proof that I paid a service company to service my systems every year.I submitted the receipts along with a letter from my servicing companyAgain I received an email and a call from your company to call a toll free numberThis time I was told that my claim is rejected, because my servicing company did a poor jobI asked your repto send me the rejection in writing either through an email or through regular mailYour repsaid she is putting a request, but so far I have not received it
Now you're blaming the system failure either on a power surge or a lightingSo far you came up three excuses not to honor your commitmentYou blamed everybody and anybody you can think of.I noticed in your response expenses are not covered due to acts of godWhat are the acts of god? Who in your company spoke to the god? I am positive you don't ask people whether they're believers or non believers when you sign us upYou didn't ask me
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 there frost buildup on the entry lines of compressor The unit had restrictions that needed to be flushed and recharged. Per our policy, Section Letter D, Number 3, “…Line restrictions…”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you did not agree Please note that you are entitled to get a second opinion at your own expense If choose to get a second opinion, please submit the detailed invoice with the diagnosis to [email protected] for review If the outcome differs, then 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

Complaint: ***
I am rejecting this response because:After several more hours on the phone Choice Warranty, got another company that services water softenersThe company will be out on 8-1-The service call should have been $dollars, however Choice warranty tried to make me pay another $service call fee, when choice wanted a second opinionThis cost me over hours on the phone a two days off of workEvery time I call there is a different statusLets see how the service call goes Monday, 1st of Aug, 2016. CHW Representative:Date:07/19/16*** Plumbing and rodding Inc has been assigned to your claimPlease contact them at *** To schedule a service appointmentUpon the technicians arrival you will be required to pay a $service call fee. CHW Representative:Date:07/22/16*** *** *** has been assigned to your claimPlease contact them at *** To schedule a service appointmentUpon the technicians arrival you will be required to pay a $service call fee. CHW Representative:Date:07/23/16*** *** *** *** *** has been assigned to your claimPlease contact them at *** To schedule a service appointmentUpon the technicians arrival you will be required to pay a $service call fee. CHW Representative:Date:07/25/16*** has been assigned to your claimPlease contact them at *** To schedule a service appointmentUpon the technicians arrival you will be required to pay a $service call fee. CHW Representative:Date:07/25/16*** has been assigned to your claimPlease contact them at *** To schedule a service appointmentUpon the technicians arrival you will be required to pay a $service call fee.
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 claim it appears that your claim was processed in accordance to the policy section Letter F, Numbers and which states, We have the sole right to determine whether a covered system or appliance will be repaired or replaced and 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 applianceIt appears a payment has been processed in accordance with this and your payment has been mailedCHW requires business days to process claimsWe 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 compressor shorted to ground This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor This failure does not constitute wear and tear as there are many safeguards that work to prevent these types of failures Per our policy, Section Letter A, Number 2, we cover failures that “Become inoperative due to wear and tear…”Our SrClaims Specialist advised you about the outcome of the claim and our policy Due to your dissatisfaction, you requested to cancel your policy. As of July 17, your policy has been cancelled Please understand no further action will be taken as this policy is 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 *** A review of the claim shows that the claim was processed according to the policyThe claim was placed on 9/24/and based on the diagnosis on 9/26/16, CHW informed you that the claim wasn’t covered in accordance with Section Letter D, Number as water dispensers aren’t coveredHowever, in the interest of customer service, CHW made an attempt to find the pricing and to determine if there would be an opportunity to offer a goodwill payment to assist towards the repair of the non-covered claimYou indicated when speaking with the customer service team that you had previously had the part replaced a year prior and it was suggested that perhaps it would be under the manufacturer’s warrantyYou indicated that you would attempt to locate the information on the part and reach out to CHWThere was not a follow up and since the claim is a non-covered claim, it was closed 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. Please be advised that we cover mechanical functions due to wear and tear. Therefore, we cover the mechanical parts of the water heater. The tank’s only purpose is to hold the water. We strive to provide the best customer experience, therefore as a goodwill gesture, we will offer you $to assist. To accept this offer, please contact us directly at ###-###-#### Monday-Friday 9am to 6pm 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 assetWe 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 purchaseIt may also be found on our web site at ***p
Upon review of your claim and of your complaint, we do show exactly as you have statedCHW does not cover rust or corrosionThis is stated in our policy in Section FLimitations of Liability #
Also, Section DCoverage states in NoDISHWASHER
EXCLUDED: Door gaskets
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy
Regards,
CHW

*** ***,We understand your concerns however; if a technician is dispatched to your home by us they are not to perform any maintenance on a unit They are strictly there to do a repair and that is all CHW does not pay nor cover any maintenance for any type of systems. We do apologize for your frustration in regards to the policy but since it has been cancelled there would be nothing further we can do for this claim.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 *** You were issued a refund in the amount of $This is in accordance with the terms of the agreement relating to Section L, which outlines cancellationsAs stated, if you cancel after days, you will 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 usAs such, you were refunded properly 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 $offered does not even cover the parts much less the labor for the AC system, that I paid $I am willing to agree for half $to resolve this matter
Regards,
*** ***