Bass Services, Inc.

Complaint: ***
I am rejecting this response because: I have accepted but have not received the offer of $because it was that or nothing and $is better that nothing, however the consumers should know that they do not offer peace of mind by offering a high quality, easy and affordable way to protect valuable assetsMy washer was only years old and the shaft broke the repair man confirmed with me that this was not a per-existing condition, Because they believe that I lied about the washer breaking when it did after the policy was in effect for days they did not mention the day waiting period before the policy goes into effectSo I purchased the warranty because some some of the manufacturers warranties had recently expired and had used home warranty plans beforeSo I guess they should let consumers know that if something breaks soon after the day waiting period they will find a way (for me saying my washer had a per-existing problem) not to pay for itI replaced my washer will a modest priced unit $and a year extended warrantyI wonder what they will tell me if something else breaks in my homeI will be recording the repair man when they come next time, because this one said this was absolutely not a per-existing problemMy washing machine was working up until the evening before I called in the claim
Regards,
*** ***

Dear *** ***Although the policy has been cancelled, our process is that a refund will take business days to refund. It shows that the date the policy was cancelled was on 10/12/17. CHW will ensure that the refund that is going back onto your credit card is competed no later than business days after that date.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 our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claim we do see that we have provided a check to you in reference to our policy Section FLimitations of Liability # That states “ We have the sole right to determine whether a covered system or appliance will be repaired or replacedWe are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or colorWe are not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governmentsIf parts are no longer available, We will offer a cash payment in the amount of the average cost between parts and labor of the covered repairWe reserve the right to locate parts at any time For the first days of the contract period, We are not liable for replacement of entire systems or appliances due to obsolete, discontinued or unavailability of one or more integral partsHowever, We will provide reimbursement for the costs of those parts determined by reasonable allowance for the fair value of like partsWe reserve the right to rebuild a part or component, or replace with a rebuilt part or component.”Our checks do take business days to process and since the authorization was placed on 12/14/15, you will be receiving the funds business days from that date. We do regret any frustration with this claim and we do look forward to assisting you in future claims.We urge all customers’ to review the policy within the day grace period that is provided before the policy begins You have this time to ensure that all units are in proper working order as well as to cancel for a full refund within this time period. Best regards,CHW

Complaint: ***
I am rejecting this response because: you charged me on 8/1- and 8/for the same; but If can't use policy for days then policy effective date should be 8/the day you can use it? I filed first claim 9/service tech arrived 9/After his assessment I cancelled policy via email 9/the day your service guy came to my residence and said repairs would not be covered by CHW (what good is coverage if not everything is covered)Therefore since policy was canceled on day that it actually took effect I should be entitled to a full refundYour supervisor offered me toward a repair that he stated was over $I have the service ticket from CHW service company (Air) in my possession that shows repairs at $so why would I accept for a repair that would be $more from CHW and have to keep coverage (1396.50-warranty + 3800.00-CHW quote for a repair)? No, Thanks
Regards,
*** ***

Dear *** ***Our records show that this claim is a partially covered claim The initial failure was with the spin support and bolts This caused the inner tube to spin off balance and damage the outer tube. After careful review, we do see that the cost of the unit is not worth the repair, therefore we did authorize a check in the amount of $to you to go towards a new unit Per our policy, Section 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.The check will be sent to you and a repair will not be completed by the technician Also, please note that the technician provides CHW with the diagnosis and our inside technicians’ are the ones who determine if a claim is covered or not, in this case the outcome is a buyout as stated above.Please feel free to contact us in regards to your check, please allow business days for the check to be sent.Thank you,CHW

Dear *** ***,We regret to hear your frustration Please note that our policy states that we have two business days to contact a technician, in which we did reach out to all of the technicians in your area Please see our policy section below:Section Letter C, Number 2, “Upon request for service, We will contact an authorized Service Provider within two (2) days during business hours and four (4) days on weekends and holidays…”No further action will be taken as your policy has been cancelled and your refund has been processed as of July 26, 2017, 2:24pm.Regards,CHW

Complaint: ***
I am rejecting this response because:
I have already had conversations with this Company and all we do is go round in circlesWe seek a refund, pro rata as originally agreed, and cancellation of the policy no conversation needed
Regards,
*** ***

In an effort to provide valuable customer service, CHW provided a goodwill payment to assist with the repairs of the air conditioning unitThis is now considered closed Thank you for the information relating to the Electrical SystemThe CHW will work to get another technician to assist with the repairs if the box is in the main confines of the homeThis information has been relayed and we look forward to having this resolvedPlease call the CHW team directly if you have any questions at ###-###-#### 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 and the proof of routine maintenance that you are stating, this does not show that you had routine maintenance; it shows that you have had repairs completed and they had advised that the coil condenser would not be repairable Per our policy, Section FLimitations of Liability #this would be considered a lack of proper routine maintenance.CHW offered to assist you with a goodwill gesture in the amount of $which you declined and chose to cancel the policy We do understand your frustration however, being that you have paid a monthly payment to us in the amount of $there is no refund for the policy and since you stopped payment without advising us on 11/11/16, we did not charge you for the month of November which you had an open claim and we agreed to cancel your policy for you At this time since you do not have a policy with us, and after review of the claim it does still stand as a non-covered claim.Regards,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 worked with MsTracy M*** and she has offered a very good settlement to close this matter Within days of the signing of the release, I will be receiving the settlement offer
Regards,
*** ***

Dear *** ***,We regret to hear frustration.Please see our policy Section Letter L of Cancellations as you were only entitled to a pro-rated refund.This 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.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 ***Upon review of your policy, we do see that you purchased a policy with us at a discounted rate of $in February which began days after the purchase in MarchWe do see that since then you have placed claims in which CHW has assisted in $of authorized claimsThe last claim that you placed was for the ceiling light fixture that failed, per our policy, we do not cover fixtures. We ask that you review the policy that was sent to you before the policy began and review all the items. Also, please review Section LCancellations which will show that if you chose to cancel, you would receive a pro-rated refund and at this time since CHW has paid out on claims, you would not receive a refundWe 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 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 *** Upon review of the policy that you purchased on 3/10/16, your policy then began on 4/10/Per the terms and conditions of the policy all units must be in proper working order on the start date of the policyPer Section FLimitations of Liability #states that we don’t cover for failures that are known or unknown to the policy or that are pre-existing issues
The pool claim that you placed was days after the start date and the washer claim we do see that we did cover for you
We do see that you chose to cancel this policy and unfortunately we are not sure what exactly you are stating about a $feeYour policy has been cancelled per the terms of the policy Section LCancellations and you were not charged the administrative fee of $
We do regret that you are frustrated with this claim 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 has been noted that the claim was processed in accordance with the policy, section Letter A, number in which repairs are handled to cover items that become inoperative due to wear and tearWe 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, in which you were not satisfied.Please be advised that your policy is currently expired, however, if you would like to further dispute this claim, you are entitled to get a second opinion at your own expense If you choose to get a second opinion, please submit the detailed diagnosis to [email protected] for review If the outcome of the claim is different, then we would adjust the outcome accordingly.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear *** ***,We do understand your frustration however we are not able to cover this claim We would like to make an offer for you since we are not able to cover this claim and if you chose to cancel the policy with us you would not receive a refund according to our policy, Section LCancellationsOur offer to you is to provide you with the amount that you paid for the policy of $minus what CHW paid for the policy, which is $and provide you with the remainder of $445.76.If you would like to accept this offer, please contact our customer service department at ###-###-#### and they will provide you with a release agreement stating such.Thank you,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 claim I do see that on 6/16/15, you had spoken to *** and he did offer you a goodwill gesture for this claim that you did accept of $ We advised you that we would not be able to cover the repair of the unit because it was explained to us from the technician that the unit had failed due to a lack of proper maintenance and not wear and tear As stated before, we do see that you have resolved this issue with us and we appreciate your patience with this claim and working with us to a mutual agreement.All the best,CHW

Dear *** N ***,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 we do see that you had placed a claim and requested to use your own technician to complete the repairs CHW advised you that we believed that the part was under warranty still from the manufacture and if it was, it would not be covered by us In the meantime, while reviewing the information, we received a document from you stating that you had this already repaired Per our policy, Section CService Calls #states that CHW will not cover any repairs that have been done without their authorization.We do regret your frustration however, CHW is in full compliance with the terms and conditions of our policy.Thank you,CHW

Dear *** ***
We do apologize for the delay in response for a technician, we have offered for you to use our reimbursement planThis would mean that you would have a technician come to your home and contact us BEFORE the work is done to provide us with the diagnosisOnce we have the diagnosis, we can advise if the claim is covered or not
If you chose not to use this option, we are offering you a full refund of the paid policy in the amount of $600.00, normally CHW would not provide back for both years; & however we do understand that your claim was placed on 8/14/and the technician’s in your area are not available
We have asked that they do make yours a priority however if you would like the full refund, please contact us and we will provide you with a form to sign and send back to receive the full amount back
Thank you,
CHW

Complaint: ***
I am rejecting this response because:Of course CHW is going to respond as they did. CHW sells this as a WARRANTY! Every other company from which I have purchased a WARRANTY has replaced an item when it is not fixed. CHW offered 1/of what a Jenn-Air would cost, maybe less, and I have to pay for installation which will probably be half of their $549. Warranty companies replace items. They don't sell the warranty as replacing an item, as the salesperson said, and then not replace it. They then add fine print for every item and then one is supposed to know what all of it means. I shouldn't have to get a lawyer to decipher a WARRANTY.It is my understanding that CHW was sued recently for the exact same thing and had to pay $790,000.00. Yikes, that is a lot of people that they cheated by not replacing items. Now CHW continues to do the exact same thing. This should not happen. At minimum they should sell their product as a SERVICE PLAN, not a WARRANTY. I am still asking for full replacement
Regards,
*** ***