Bass Services, Inc.

Complaint: ***
I am rejecting this response because: It's PURE fiction! Choice warranty company send another service man, " first guy said the AC unit needed to be replaced", Choice Home Warranty rejected our claim saying it was a pre-existing condition! The second guy that Choice sent out says its in perfect working order and in excellent condition for its ageHe emailed me a condition report below!!!
Hi ***,***, the technician who was out to your house yesterday, called me and said that you wanted us to send you an e-mail stating that your A/C system looked goodIf you want something more than whats below, just let us know. Thanks, Tabetha"We were called out by Choice Home Warranty to *** *** *** *** *** *** *** ** *** on 6/16/When the tech arrived, he inspected the system and found everything to be running within manufacturers specsIt was cooling with a degree temperature splitThe coils and the filters were both cleanThe system appeared to be very well maintained." That is the email from *** ** ***! Now, who do we believe?? Surely NOT Choice Home WarrantyPlease follow through with our complaint against, Choice Home WarrantyBoth of the service companies have boldly stated that, " Choice does not pay claims!!"Respectfully, *** ***
Regards,
*** ***

I received my refund check days agoThank you for your help

I am rejecting this response because: This company is so dishonest They want to cheat me by saying they only owe me $when in fact CHW owes $146.74, which is documented by bank documents CHW also wants me to give up my rights to free speech They want to buy my silence and then use the document to falsely use it to look like they have done nothing wrong They also plan to use it to show the Revdex.com how honest ant trustworthy they are If I was the Revdex.com I would give them a rating of F as how many of the reviews they show are bogus

Complaint: ***
I am rejecting this response because:
My complaint is that I have been sold a policy, charged fees, and still am being billed for a policy they would have never covered The failure to tell me up front that I would never be insured while collecting premiums, charging fees, and not returning them I am still being billed for a property they will never cover This is poor business practice I've been taken advantage of due to complete transparency and providing all information during starting the policy I should have been told my equipment would not be covered and that my unit is uninsurable by them before they accepted, collected, or charged payments to me If I am uninsurable with this company why are they still billing me and don't they return my fees and premiums paid due to their lack of honesty, transparency, and due diligence?
Regards,
*** *** ***

Complaint: ***
I am rejecting this response because:
Regardless of what they say, they have been saying this for months with several managers. Despite their manager's allegation that they are expediting a check as of June they still could not tell me what that means and when they will actually mail a check.In fact two managers and one supervisor gave me very different information about the payments. Each time prior to Regina they apologized that a check was never processed due to "human error" and now they claim a check was mailed but must have been lost. So many contradictory stories depending on who you speak with.
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 CHW agreed to pay for the CFM that went out. This is the primary failure of the unitThe compressor went out due to the fan motor and therefore this is a secondary failure. Per our policy, Section FLimitations of Liability #states that CHW is not responsible for issues related to secondary failureIt was not reported to us that the first technician had damaged the unit, the second technician did provide his opinion however he did not provide a full diagnosis, therefore we do have to stay with the fact of the first diagnosis which stated the aboveCHW did provide the technician with the funds to repair the fan motor and the compressor would be your responsibilityOnce you have fixed the compressor, please send us in a proof of repair for our records. This will allow you to place further claims for the unitYou can send them into ***We do regret your frustration with this claim; however we are in 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 *** After review of your claim, we do see that CHW offered to assist you with the replacement of the unit since we were not able to secure a diagnosis We are offering to provide you with fund to go towards this unit due to the policy stating that we do not cover the actual tanks We do however cover the heating element that make the unit heat up the waterIf you would like to accept our offer for this unit, you are asked to contact us at ###-###-#### The funds are to assist if you would like to use your own technician and use to fix the unit however since we cannot find the technician and we do feel that the goodwill would help more than waiting for a tech to become available.Again, if you agree, please contact us.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:Once again, this response is not accurate with regards to the information I was given upon signing up with CHWI had actually asked the sales representative (Scott ***) if he could send me the contact via email or standard mail and he told me the payment had to be made on the phone ensuring me that I could cancel at any time without any penaltiesI was NEVER told anything about a day time-frame in which I have to review the terms after I already paid the premium in full.I made the big mistake of trusting the sales representative to give me accurate informationI should have known that something was off when he did not allow me to make the payment online or via mail.Just like the other customers that were paid out through a recent legal settlement against CHW for similar complaints, I strongly believe I am entitled to a refund
Regards,
*** ***

I am rejecting this response because: It continues to demonstrate Choice Home Warranty's lack of any customer service or standing by their products. Again, I have had multiple claims in which they sent the incorrect maintenance resources and 80% of the time refuse to pay claims. In this case, a $1,payment for the air conditioner should have been paid (and everyone I tell the story to agreesIncluding friends who have a competing home warranty policy in which they were paid for the same type of issue). Additionally, the fact that I was reimbursed for cancellation minus paid claims is insulting. Espeshally since they use scare tactics to get customers to sign longer term agreements with threats that rates will go up significantly if they only sign up for a year. Imagine cancelling an auto policy (paid for a year) and told you can't recoup cost because you were in an accident earlier in the year.
I will continue to communicate my frustration regarding CHW to anyone who will listen. If they refuse to pay any additional compensation, I will make it my mission to make sure that they loose 5X as much business on cancellations and/or lost new customers. I doubt CHW will careThey don't care at all about their customers(Prove me wrong CHW) Once again, this is because their company is a sham. It is actually comical to me that they try and address this Revdex.com complaint with an explanation

Dear *** ***,We do apologize for any inconveniences you may have encountered Again, we have added one free service call fee to your policy Per our last conversation, the technician has been scheduled to come to your home on June 30, between 3pm and 9pm Please understand that we are experiencing higher call volume, therefore the best time to call is early in the morning, 8am 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 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 accordinglyWhen a claim is initially reported either online or by phone, the information is gathered by the CHW and within hours the customer is notified via email AND automated voice message with the name of the technician that has been assigned to your claimAt that point, the customer is welcome to call the technician to schedule a mutually agreed upon timeCHW does not schedule the time for you but instead provide you with the information to make the necessary arrangementsYour claims were called in on June 1st and this information was provided on June 1stPlease accept our apologies in the delay in reaching us, we have had an increased volume of inbound calls and are doing our very best to diligently serve all of our customers as quickly as possible 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 policy I do see that CHW has authorized $for your policy in paid claimsFor this claim of your Heating System, although it was not a covered claim, we do see that we had approved and you accepted a good will gesture of $to help with the cost of the repair.Also as a goodwill gesture, CHW has added a onetime free service call to your policy for a future claim that you might have. We are not able to provide you with a full refund due to the fact that we have paid on claims and per our policy Section LCancellations, you would be responsible to pay back any claims that we’ve paid if you cancel your policy pre-maturelyAlso, we would deduct a $administrative fee Please see below:LCANCELLATIONThis 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.CHW is in full compliance with our terms and conditions of our policy.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 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, in which you requested to cancel As of 9/11/17, CHW has cancelled your policy. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear *** ***, We do see that you have contacted our customer service department and had spoken with a manager who informed you that the unit was covered under manufactures warranty. Per our policy, a manufactures warranty does supersede oursWe do see that you stated that you would contact the manufacture to assist you with the claimAs a goodwill gesture, we have added a onetime free service call fee to your policyThank you, CHW

*** ***
Our records show that you purchased your policy on 8/4/15, the policy began on 9/4/therefore your payments from the purchase date were always on the 4thThe last payment that we received that actually went through was on 4/4/16, the payment for 5/4/was in fact declined and we did try to charge the credit card again on 5/6/thinking it was an error however it was not and you had cancelled your credit cardNot cancelling the policy properly, you forfeit the policy as stated in the previous correspondence
In reference to the claim, the amount that was being offered to you was not to cover the entire unit; it was to go towards a new unitWe provided you with funds in lieu of repair as it states in our policy, Section FLimitations of Liability #that states
“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 appliance.”
Unless a payment is made to the company, the policy would remain as is which as of now is a past due balance of $We do regret that you are upset with our policy but CHW has to follow 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/useragreementWe do regret your frustration, however CHW is in full compliance with the terms and conditions of our policyA review of the claim shows that it was processed according to the policyThe diagnosis that was received stated that the compressor failed as the internal windings shorted to ground. This failure does not constitute wear and tear as there are many safeguards that can prevent this failurePer our policy, Section Letter A, Number states that we cover failures that “Become inoperative due to wear and tear…” Our SrClaims Specialist advised you about the outcome of the claim, in which you were not satisfied. We strive to provide the best customer experience, therefore we offered you a goodwill funds in the amount of $to assist you on this non-covered claim. You declined this offer and requested to cancel your policy. You were transferred to our Customer Solutions Department, where the goodwill funds were increased to the amount of $to assist you on this non-covered claim. You accepted this offerChoice Home Warranty is glad to see that you have opted to keep your policy open Regards, CHW

Dear *** ***We regret to hear your frustration Please be advised that our Escalations Manager did reach out to you on 10/and 10/9, but was unsuccessful.We have advised our Escalations Manager to reach out to you again Also, if you would like to cancel your policy, you can
contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST.Regards,CHW

Complaint: ***
I am rejecting this response because: It is no different from my original complaint. They did not give me any particular person to talk to. When I called the number they gave me, the customer service had to transfer me to the specialist and I was on hold for over minutes. When I spoke to the claims supervisor, they said there was NO NEW OFFER on the table. They were offering the same thing they offered before (max of $521) and had nothing new to tell me. So I am not satisfied with their response. They have done nothing to address my problem. They are still saying that the $is what they call "replacement" costs when it is about 1/4th of the actual replacement cost of a low end double oven.
Regards,
*** ***

Dear Mr***, We do regret that the technician stated this to you. The technicians only provide the diagnosis to us and CHW’s inside technician’s determine if the claim is covered or notWe do see that after you cancelled you were provided with a refund of $for the pro-rated refund. Since we are not able to provide a covered claim for a non-covered issue and your policy is cancelled we are willing to provide you with a full refund for the remainder balance of $If you would like this goodwill gesture, please contact us and we will send you an agreement to sign and send backThank you, CHW

Complaint: ***
I am rejecting this response because:I am neither accepting nor rejecting this response - I am providing my policy number #*** per request
Regards,
* ***