Bass Services, Inc.

Complaint: ***
I am rejecting this response because:please note that I am in no way accepting the $as a goodwill gestureYou are in violation of the warranty contractAs I have stated many times because you keep referring to non available parts - there were no parts that were bad on my claim! NONE! It was a troubleshooting issue The $I am "accepting" is not the total you owe me Give me a specific name and extension to callI do not have time to wait on hold and go through several departments before I get the run aroundIf I'm going to get the run around, I prefer to speak with the supervisor with final authority Better yet, please have that individual call me as you stated you would do last week. before I talk with any representative, please e-mail me the form you want me to sign.
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 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 with We strive to provide the best customer experience, therefore as a goodwill gesture we offered you $towards the non-covered claim You declined this offer We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

CHW values all customers and regrets the cancellations of any customersIf you would like to cancel your policy please call *** 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 your claim was processed in accordance with the policy section Letter D, Number CHW isn’t responsible for repairs related to water heater tanks 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 leaking valve at the compressor can be caused by a lot of reasons such as the unit is too old, the valve goes bad as time goes by etcWith the routine maintenance, it will not prevent this from happening because I did show you guys the invoice that a licensed technician has come out months ago to service the unit and he did not find any leaking whatsoever, otherwise, he would have stated on the invoice or notified it to me so we can fix itAt the time of the maintenance, the unit was operating properlyEven your own technician came out October of last year, they confirm they unit is working fine they didn't find anything wrong with the unit The technician stated on the invoice as attached “the compressor is very loud, sign of future failure” It proves that the unit failure has nothing to do with the maintenanceIf I didn’t maintenance very well, the unit would not last for years until this incident happensThe most recent technician from your company told me the unit very clean and well maintenanceI am not sure how you guys are sitting in the office and confirm the unit failed because of lacking maintenance? By using the term "lacking of maintenance", I believe you guys have been denying the coverages of most of your customers if not all, your company is deceiving the consumersIf this issue is not resolved, our team will take it to the General Attorney and work with the media outlet to make sure the consumers don't fall into this scam
Regards,
** ***

Dear *** * *** ,In order to go to the AAA, you have to have CHW acknowledge that there is a request to go and we would have to accept. You chose to go to without advising CHW and you paid their fee. That is not our responsibility to provide you with the costThis claim was
satisfied with an agreement between the two parties, you and CHWGoing to the American Arbitration Association was with pretenses since there was an agreement in place.You had already signed a release agreement that stated that CHW would provide you with a total of $and we have done so. The first check had already been received from you in the amount of $227.50. As a goodwill gesture, CHW and you agreed to provide you a separate check to equal $500, that check was in the amount of $277.50. We did have a default in the system and the second check was not sent out as fast as the first, however you will be receiving the second check for this agreement to equal $500. This is a goodwill gesture since this is not an entirely covered claim and CHW is providing you with $as agreed upon. Our turn around time is business days with the exceptions of holiday's.You will receive the check for the remainder of the balance shortly. Had we known that the system made a mistake and received a call or notification from you, we would have noticed and advised our billing department.Once again, your check in the amount of $will be arriving with business days or sooner. Thank you,CHW

Dear *** ***, The outcome of this claim remains non-covered. As stated previously, we have offered you a goodwill in the amount of $250.00. To accept this offer please contact us directly at ###-###-#### Monday-Friday 9am to 6am EST. Otherwise, no further action will be taken. Regards,CHW

Complaint: ***
I am rejecting this response because: I am not so much rejecting; just coming to realization that nothing will be done to my satisfaction regarding the unethical practices of this company In reviewing several complaints, the biggest is Choice Home Warranty does everything in its power to not replace appliances Also, I would like to know if I have a right to the license numbers of the technicians sent to my home, as both seemed very shadyI was also told I could not cancel my policy until the $was issued, which again is unethical If this claim was in process being I can on 8/17/2016, I should still get the $ However, I was told if I tried to cancel my policy they would not give me the money Therefore, they will be taking another $from my account and not providing any service Tell me this is ethical behavior I now have a refrigerator that cuts off and on and will have to buy one out of my own money I have been paying Choice $for years and this is the treatment I get I definitely would not recommend this company to anyone
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 has been processed in accordance with the terms of the policyThe diagnosis received from the technician is that the submersible pump and control box are both burned upThis is something that would not have occurred in such a short span of the policyThe contract was effective on 8/15/and the claim was placed on 8/30/As outlined in the policy, section Letter F, Number 1, CHW is not responsible for repairs that are related to known or unknown preexisting conditions 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 our claim for your Air Conditioning unit, you stated that “CHW refused to honor tour service agreement to repair a defective air conditioner covered by our home warranty for none of the exclusions documented in our service contract.” We are very sorry that this was not apparently communicated to you properly when we advised you of the claim not being covered on 6/9/ We did advise you that the unit had a lack of proper maintenance, the compressor failed and could be one of the reasons below but majority of the time it is due to maintenancePower Surge/Lighting StrikeElectrical Failure or surgeManufactures defectAcid burnoutImproper installation, improper repair or designLack of proper maintenancePlease see our policy Section FLIMITATIONS OF LIABILITY 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 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.I do see that we did offer you a good will gesture of $towards the replacement of the condensing unit would cost CHW $to be replaced You declined the offer stating that you wanted it fixedWe do apologize the offer is as it stands, we will be able to offer you $to assist you with this non-covered claim. 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.We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

There were no modifications made to the initial diagnosis received by CHWThe gas control valve is bad and the burner assembly failed and needed to be replacedAlso, the pilot assembly in the sigh glass was burnedThere was also a lot of buildup and this caused the assembly to burn upThere were also wires that were burnedThe policy states in section Letter F, Number that CHW isn’t responsible for repairs related to build upProper routine maintenance is something that will prevent buildups from occurringCHW doesn’t cover repairs that are related to lack of proper routine maintenanceAdditionally, section Letter D, Number indicates that CHW doesn’t cover the storage or holding tanks on the water heaterCHW offered to provide you with a free service call as a goodwill and it was declinedAt this time, the claim was processed properly Regards, CHW

To Whom it May Concern: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 the policy that you are speaking about, we do see that the customer placed a claim for their Air Conditioning System on 8/14/and their policy began on 8/7/only days prior This unit clearly did not come into the policy in proper working order as our policy states that it shouldPlease see Section ACoverage #3, states “Are 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.”Also, please note that an inspection for an Air Conditioner or any type of unit is not considered to be maintenance or any type of conformation that the unit itself is working properly It will tell the customer or the home buyer that the unit is working at that time, it is blowing cold or hot An inspection doesn’t consist of the maintenance routine that a contractor/technician would go through to ensure that the unit is working properlyPer our policy, Section F #States “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.”Lastly, although we do not want anyone to cancel their policy, you are permitted to do so per Section LCancellations You do not have to send it in writing as you can call and request to cancel You would not receive a full refund as the policy is over the day grace period but you can receive a pro-rated refund of the money that was purchased for the policy.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 Best regards,CHW

Complaint: ***
I am rejecting this response because: It starts out with a lie and ends with a lie. Maybe this person who is responding is unaware of the fact that liars will have their place in a lake of fire They should consider how you do business. Both God and people are watching If they cared at all about the property owners peace of mindWe would not need to contact Revdex.com They would have handled the matter with integrity. Neither do they regret the frustration that I have gone through by dealing with them. This frustration could have been avoided by their customer service department, but it was notSpeaking of lies, it was their sales people who told me that this company was the same as the one I had, except it was less expensive. With the previous warranty company, if they said something needed to be replaced, they replaced itThey matched features and replaced the item and they did not take a months to do it Now let me quote their policy: “We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color.” Please note, their policy does not say we will not replace features that we do not repair. Again, the choice is simple, replace the refrigerator with similar features, send a check for $so I can replace it or repair it and if it breaks again, fix it
Regards,
C ***

That was an estimated refund, however, there is a $administrative fee that is indicated in section Letter L, Number of the policyThe refund amount was $and has been appliedYou purchased the policy for $There was a $administrative fee, less $in claims that were paid, you had the policy for months at $(which was a discounted cost)This leaves the balance that was returned Regards, CHW

Complaint: ***
I am rejecting this response because: The Customer Solutions Specialist did not, IN ANY WAY, attempt to assist me on the non-covered claim, he just informed me that it was another non-covered claim and there was nothing that could be done about it as it is not coveredI didn't want to cancel my policy, as I was given an additional month for free to make things workThis refrigerator problem has been going on for almost a month now and it looks as if nothing is really covered by your policyI just want it functionalat the expense of the deductible I paid, like any other home warranty company
Regards,
*** ***

Dear Cesar * ***, 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 appears that your claims were processed in accordance to the policyFor the microwave and faucets they are both non-covered items in accordance to the policyIt appears that CHW has provided a goodwill gesture payment in the amount of $that was authorized on August 1, to assist with the claims 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 your claim was processed in accordance with the policy section Letter D, Number 6, which indicates CHW is not responsible for repairs of tanksThe policy agreement is located in the link above and can be located on our websiteOne can also be sent to you via email or by mail if you would like to review the terms and conditionsIt appears that your claims have been processed in accordance with the policyIn the event you find that you would like to have a different technician assigned to any of your claims, please feel free to call CHW directly and we will be happy to do thisAlso, we value your feedback as this assists us with the vendors that are selected to assist our customers when neededYou can provide this feedback to us directly via email at *** or you can call our team at *** We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

*** ***,Attached is the reimbursement form that you sent into our authorization department It shows that you chose to have the work completed before we provided an authorization number; it also shows that you chose to pay for the work without knowing if the claim was a covered claimYou paid a total of $for this claim and if this were to be a covered claim, you would have been reimbursed under our rates CHW would not have paid for this type of repair, and if we did as a goodwill gesture, we would not have paid this amount.Since you disagree with the terms and conditions of our policy, we are offering you a one-time chance to cancel this policy with the refund of the amount that you paid, minus the amount that we have paid for the claims You paid a total of $for the policy and CHW has paid a total of $for claims We are offering you a refund of $to cancel your policy If you were to cancel the policy per the terms, you would not be entitled to a refund.We have documented your policy to reflect the offer, if you would like to contact us at ###-###-####.Thank you,CHW

Complaint: ***
I am rejecting this response because: Should I be anticipating an additional refund? will I receive a credit memo with line item description? The response was not entirely clear Thanks!
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 claim, we do see that the claim was a non-covered failure due to calcium build up, regardless of this CHW had offered to provide you with a full refund of your policy since you were extremely upset When you declined the refund of the policy, we did offer to replace the unit that you have with a unit that we would provide, again this was not accepted by you unless you chose the make, model and color of the unit Unfortunately, since our policy states in Section FLimitations of Liability #that “We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color”We cannot offer you that option for you to choose the unit of your choice However, CHW did offer to replace the unit and offer a full refund to you both of which are goodwill gestures since this claim was a non-covered claim.CHW has offered everything that is possible for you, once you have decided please advise us and we will move forward.We do regret the frustration that you encountered with the claim however; CHW is in full compliance with the terms and conditions of our policy. Best regards,CHW