Bass Services, Inc.

Complaint: ***
I am rejecting this response because: The unit failed due to wear and tear It is yrsold and failed Choice Home Warranty just arbitrarily made a determination stating it was not due to use Whatever reason or excuse they gave, give, for the units failure was strictly for the purpose of not honoring the contract and replacing the unit
Regards,
Michael ***

I am rejecting this response because:The technician never called because we were never asked to have them toThe twenty plus phone calls we have made to your company we have been told "It's not coveredSorry" You have however received e-mails from the technician stating that it is a short-to-ground caused by failure of the insulation of the winding of the compressor due to old age and wear and tear and NO other reasonHe also stated in said e-mails that the system is well maintained and very clean for its ageAs you stated in your response, you did have *** *** Air come out and diagnose that we had a bad compressorThey did not however diagnose the causeWe have had a second opinion and they have given you the information that you are now just asking for and that he has already providedHis business name, address and phone number were included in those e-mails and you did not attempt to contact himI have spoken with the technician and he will call you so he can give you his diagnosis over the phoneI will have to call you first or search for the number for the authorization department phone number since you left that out of your responseAny questions about the maintenance can be provided to you by the technician that inspected our systemAgain, I am rejecting this response because you have already been provided the information asked for by a licensed HVAC technician by e-mailAnd we were never asked to have him call. Regards,

Complaint: ***
I am rejecting this response because:The compqny is admitting that they sent a tech for my claim which stated the following : the claim stated “heating system runs from hot water heater and is blowing cold air”. Again I am asking why they would even send a tech if they do not cover this type of systemI believe this company just refuses claims for any reasonMy mother also had them and they would not fix her appliance either claiming that it was probably already broken. This company needs to close down if they do not wish to help the homeowners they list
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 If you would like to further dispute this claim, you can submit your proper routine maintenance records to [email protected] for review If the records show that your Please note, if your technician has a discrepancy on the diagnosis, please have him contact us directly, therefore he can speak with our Authorization’s Department: ###-###-####, Option 5, and then Option 1.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 *** CHW has approved the claims and have been in contact with the technicianBased on your limited availability, the technician is still attempting to work with you to have this matter resolvedClaims for the washer and refrigerator have been authorizedIn the interest of customer service, we have provided you with a free service call that has been added to your account We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear Ms***,In reference to your cancellation of the policy, you requested to cancel on 7/14/16, as a courtesy CHW provided the cancellation for you You received a refund per the policy in the amount of $ You were provided days prior to the policy start date to review the policy and ensure that you understood all the language that it stated Once the policy began, you were subject to all the terms and conditions It if the customers’ obligation to review the policy and if you had disagreed with the terms and conditions within the days, you would have been able to cancel at that time with a full refund.Since your policy has been cancelled which you did request, we are not able to reactive it.We do regret your frustration however there would be nothing further that we can do at this time.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. A review of the claim shows that it was processed according to the policy Based on the diagnosis that we received, it stated that compressor valves were leaking Freon causing internal failure and for it to overheat, causing the compressor to go into thermal overload This failure is caused by 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 If you would like to further dispute this claim, you can submit your proper routine maintenance records to [email protected] for review If the records prove that the system was properly and routinely maintained, 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

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/useragreement.com.Upon review of the policy that you have with us, CHW does see that the following claims were placed and we have assisting with all of them except for the last one placed for the Air Conditioning System: On 06/24/15, Claim # *** for your Air Conditioning SystemOn 6/18/, Claim # *** for your DishwasherOn 4/2/15, Claim # *** for your DishwasherOn 8/11/14, Claim # *** for your RefrigeratorOn 5/6/14, Claim # *** for your MicrowaveOn 1/23/14, Claim # *** for your Heating System We were not able to cover the cost of the repair or replacement of the Air Conditioning System as stated to you due to a lack of proper maintenance The records that you had sent to us are not maintenance records, they are repair recordsThere is actually an invoice that states unit was very dirty and needed a cleaning and no note of that even being done.Per our policy, Section FLimitations of Liability #states: We 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 do regret your frustration with this claim and that we are not able to assist.Please feel free to contact our supervisors to assist you with your claims as we do value you as a customer.Regards,CHW

Dear *** * ***,We regret to hear your frustration and apologize for any inconveniences this may have caused you.We strive better our business practices, therefore we take your feedback seriously We have forwarded your feedback to our Quality Assurance director who will handle
accordingly. Please contact our Customer Solutions Department at ###-###-#### Monday-Friday 9AM to 6PM to process your refund. Regards,CHW

the air conditioner was not fixed It is not reasonable that you hide behind a policy that does not satisfy a customer It is usual and reasonable that both those repairs should have been covered In almost all situations where the fan motor fails the compressor dies Your policy is your policy I am going to make my neighbors and friends aware of how my claim was handled I have since moved to American home shield I explained the situation to them and under their policy both items are covered Am giving the whole situation to my family to post on Facebook

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 do see that *** *** *** was dispatched to your home and we have contacted the technician to return the part that you stated he took however since our policy does state in Section F#that we are not responsible for the technician’s negligence, this would be between you and the technician regardless that he was dispatched by our company This is in the agreement that you have with our company.The number that we have for this technician is ###-###-#### , we will continue to reach out to him as a good faith effort as well but urge you to do the same.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 F, Number 12, which indicates CHW is not responsible for repairs due to lack of maintenanceAdditionally, I have reviewed your request to cancel the policy and the information you were provided was in accordance with section L, Number of the policy which indicates that f 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 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: This is exactly what I said. This company did not fix or send me any check for a new microwave which was agreed upon. After I figured out the cost to have this company comply with the contract, I would have to continue to pay $per month, which I had paid for this month; wait t days to get a $check for a over the counter microwave which I would have to also pay someone to put it back on the wall. When I totaled the cost of me getting this $200, it would cost me more to stay in CHW and still get nothing fixed or replaced. I would be replacing all the service myself and paying them for my own service.This is the way this company has this service. I ask to cancel my service by phone because there is no address to write to. How can you get out in writing if there is no address? When I called to ask how to get out, Stephenie threatened me with my not receiving the check for the $200. She stated that if you cancel, you will not get your check, yet I would not get a check within to days anyway but still paying the $monthly fee. I had paid the repair man $per his visit where he took the microwave out of the wall, left it on the chair in my kitchen and I have to pay someone to take it out or when I purchase another microwave, pay $for the next company to take it out. If this company did not know of any replacement part, why did they offer me $then change it to $as per our agreement which did not include remaining in this company!!!

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 control panel was worn out and not functioning properly Due to the failure, CHW offered funds in lieu of the repair. Per our policy, Section Letter F, Number 16, “We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost…”Our SrClaims Specialist advised you about the outcome of the claim, our policy, and offered you $towards a new unit You declined this offer. As a goodwill gesture, we will increase this offer to $max to go towards a new unit To accept these funds, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm EST.We regret to hear your dissatisfaction with CHW, therefore, please understand that you are entitled to cancel your policy at any time You can contact our Customer Solutions Specialist at ###-###-#### Monday-Friday 9AM to 6PM EST to cancel. 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 we are awaiting information from the technician that you hired to fix your systemOnce we receive this information, we can review the information and provide a response accordinglyIn the event the technician that was there didn’t do an accurate job, please feel free to reach out to that technician’s company directlyHowever, we thank you for the information that you provided regarding the technician that was sent to your home and will elevate this to our Territory ManagerAdditionally, based on the notes provided to CHW, we want to be sure we provide an accurate diagnosis which is why a leak detection test is requiredThis will isolate the problem and hopefully prevent any additional damagesBased on the policy, section Letter D, number 4, leak detection tests are not covered 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 there was a cracked filter casing which pinholes due to corrosion that needed to be replaced Per our policy, Section Letter E., Number CHW does not cover cracked or corroded filter casings.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 spoke with the technician who has submitted this report and he has confirmed to me personally that has never submitted the report stating that lack of maintenance was the reason of the problem
Regards,
*** ***

Dear *** ***,
Although it was a holiday weekend, we did receive your email and we did provide you with a full refund of the paid policy in the amount of $
We do hope that you will join our company again and look forward to having you as a customerWe do regret any frustration that
this caused you
Thank you,
CHW

Dear *** ***,Upon signing up with CHW, we provided you with days that you have to wait for the policy to begin is the time period that we allow for you as the customer to ensure that all the units are in proper working orderThis time period is also the time that you are supposed to review over the policy and familiarize yourself with the policy and if you have any questions or concerns you are able to cancel at that time before the policy starts for a full refundHowever, once the policy begins and claims are paid, CHW does follow the policy Section LCancellations.We do regret your frustration with the policy’s terms and conditions.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 *** * We did receive your request and your policy was cancelled on 3/15/for the full amount paid of $515.00, we placed this back onto the credit card that you used Best regards, CHW