Bass Services, Inc.

Complaint: ***
I am rejecting this response because:
If you speak to the repairman that first came out, he did state that Thad washer that I have does work better with more clothes in it Q& A did come out two times as you stated telling me at first the washer worked and the second time having too much in it I do not have confidence in the diagnosis and will be purchasing a new washer in the next couple of weeks Since you should be willing to stand behind your technicians and your plan is a repair or replace plan, I would like assistance with my new purchase
Regards,
*** ***

Dear *** ***If you received a second opinion with a different diagnosis, please submit it to [email protected] for review Once it has been reviewed and the outcome is different, we will adjust the outcome of the claim accordingly, based on our policy. We will then follow up with you, with the updated outcome.Regards,CHW

Complaint: ***
I am rejecting this response because:
The txv is not the issue at allThe incorrect coils areI told you and the tech told you the txv would not cause the air condensers to failYou state your company accepts without inspection the condition of the house when we signed on to the home warrantyAt that time and for month after the air conditioner operated correctlyWhen we first had a cooling issue the company you sent should have correctly identified the problem and corrected itThe fact that they didn't caused further damage to our working systemYou are ultimately responsible as this was the company you sent to do the workYou have now used another excuse to not pay the claim and we have still received nothing in writing as to why this claim has been denied.
Regards,
*** ***

*** ***,The fact that the failures were on all burners showed our inside technicians that the unit did not come into the policy in proper working orderThis would be pre-existing to the policy start dateThat is why we provided you with a full refund of your policy. We are very sorry for any frustration but since we did provide you with a full refund, there is nothing further that we can do for you at this time. Thank you,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,
*** ***

We did receive your invoice but your policy has been cancelled We cannot honor a claim if the policy is not openIf we were to cover the claim and you were to cancel, your refund would reflect that due to the fact that you would break your contract with us and therefore pay back what CHW has paid out Please review our policy Section LCancellations.We do regret your frustration with this claim but there would be nothing that we could do if you are no longer our customer.Regards,CHW

Complaint: ***
I am rejecting this response because: months back I did my tuneup.At that time the authorized dealer perform the action and tested and he certified everything is working as expected.After four months of tuning some thing went wrong how Choice home warranty can blame no proper maintenance.Like as per standards every six months tuning and filter replacingWHat other we have to do I am not sure.They are trying to reject the claim and not to pay any expenses which is not correct.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:They do not fulfill compliance and currently NJ has issued a $million dollar charge against Choice Home Warranty for not honoring its customers but instead fine ways to avoid paying them as they did to 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 *** Upon review of your claim for the well pump, it was stated to us that this was not the main function for the home to receive water it was the supply for the sprinkler system therefore it wouldn’t be covered Also, CHW did remove the coverage that costs less than the service call fee and provided you with a onetime free service call fee as a good faith effort to resolve your claim. If you chose to cancel your policy, we ask that you read Section LCancellations before you request 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 the claim was processed in accordance with the policy section Letter F, Numbers and in which it states that 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 pressureAdditionally, 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 replacementYou mentioned that CHW has been your warranty company for a very limited time and question how a diagnosis of lack of routine maintenance was madeThe technician that was sent to your home provided a diagnosis that the condenser motor fan is burned out and the compressor is shorted to the ground which is a result of a lack of routine maintenanceAlthough CHW does not require that you provide maintenance records, you may provide maintenance records to show that you have had routine maintenance performed on the unit in hopes of a more favorable claim outcomeIf you choose to submit the records you may do so at ***Please be sure to include the claim number on all correspondence 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 that began on 05/22/15, I do see that you placed a claim the same day as the claim started This claim was not covered due to the fact that the unit could not have failed within the same day that the policy started Although we did advise you of this, section Acoverage 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.W did go a head and give you a goodwill gesture of $that you accepted.On 06/09/I do see that you placed a claim for you for your second Freezer and we did advise you that it was not covered due to Section ACoverage #3, stated above You had requested to cancel the policy and that is what we did We gave you per the policy a pro-rated refund Per the policy Section 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. The amount that you paid CHW has a deduction of paid claims and an administration fee I do apologize you are unhappy with this refund but it is correct per the policy.I have requested that our Quality team review the recording of the conversation and this will be handled as well Thank you for your feedback.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 leak under the bathroom due to the corroded pipes. Per our policy, Section Letter F, Number 1, CHW does not cover “…malfunction or improper operation due to rust or corrosion of all systems and appliances…”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied We strive to provide best customer experience therefore we offered you funds in the amount of $to assist you on the non-covered claim You accepted this offer.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

After reviewing, the offers that were presented as a gesture of goodwill are still available to youWe want to be able to work with you and provide you assistance in some mannerWe are extremely flexible with our customers and will continue to do thisPlease call our customer service team directly at ###-###-#### to take advantage of the options that were presented. 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 request it appears that it was cancelled in accordance with the policy terms of section Letter F, Number which states CHW doesn’t provide repairs related to secondary damages We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear *** ***,Thank you for your suggestion about our policy.In reference to your claim, we are able to provide you with a technician however please understand that if we do send a technician you are responsible for the service call fee, regardless if the claim is covered or not Also, please note that the failures that you have placed two times for this claim is not something that we cover however, if you would like to place the claim and have a technician come out, we will allow it providing you pay the service call fee.Please call us at ###-###-####.Thank you,Choice Home Warranty

*** ***, We do understand your frustration however our policy does not cover failures that are caused by rust. Rust can be a process of failure however our policy does exclude this failure. Please see Section FLimitations of Liability #& 8, CHW does not cover failures that are caused by rust or corrosionIf you feel that the outcome of the claim is not caused by rust, you are welcome to provide us with a second opinion. Please have your technician contact us at ###-###-#### option then option Thank you, CHW

Complaint: ***
I am rejecting this response because:I WANT THEM TO HONOR THEIR WARRANTYPAY ME MY MONEY BACK.I THEY ARE SO RIGHT WAY ARE THEY OFFERING TO RETURN $225.00?
Regards,
*** ***

Complaint: ***
I am rejecting this response because: Both experts that reviewed the unit did a leak detection by independent sources Both leaks were determined to have nothing to do with any rust Both experts, yours and mine, determined that the part needed to be replaced based on failure not rust I am seeking the cost of a coil to be $plus the labor that would have cost to replace and refrigerant I will not settle for less than $ I will seek legal action, if I need to file a small claims lawsuit in the Tampa judicial system Whether I file a claim in first day of the policy or the last day of the policy is irrelevant Your last stance was it was a pre-existing condition I ask how do you keep a family in the home in August in florida with a pre-existing condition an no air The unit was tested before the policy kicked in and it was determined to have pressure.
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 it was processed in accordance with the policy section Letter F, Number in which CHW is not responsible for repairs related to rust and corrosion 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:Thanks for your offer for $It will cover 10% of the total cost. I am also willing to pay for the repair but I can not pay 90% of the total cost.My toilets were not working. I replaced new toilets in both properties last year at and this year at 517. The plumber installed the new toilets , flange and straight Valve while installing the new toiletsI called CHW and they declined the claimsThey didn't even allow me to file the claimsCHW didn't pay anything on these tasksI paid almost $to replace the toiletsI am not understanding what is the use of insurance if they don't cover anythingI can send you the home depot and Costco receipts for these new toilets purchased if neededThe technician have already provided the detail during first call that I was properly maintaining the air conditioner and changing the air filter on time. I am CHW customer more than yearsI want to continue this relation in futurePlease take a look at this and let me know if we can resolve this
Regards,
*** ***