Bass Services, Inc.

Complaint: ***
I am rejecting this response because: I received the release agreement from "CHOICE" stating that they do not want me to talk or contact any agency concerning my problem, nothing was mentioned about them paying the money because of my food spoiling I asked them to correct the release agreement and they refusedMy refrigerator was not fixed until 9/9/at 9:PM I am disabled and live on a fixed income I had to throw away alot of food, I asked if they wanted to see a picture, they said no I was asked what I wanted I stated $and they offered $150.00, which I accepted Nothing was said about a release requiring me to be silent on the way I was treated I have attached a copy of the release
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. We regret to hear your frustration and your dissatisfaction with Choice Home Warranty. Please understand that we cover mechanical failures that are due to wear and tear Upon the purchase of your policy, you were given days to review our policy which shows our inclusions and exclusions Our policy is also available online for public viewing at www.choicehomewarranty.com. We regret to hear your wish to cancel Please contact our Customer Solutions Department directly at ###-###-#### Monday-Friday 9AM to 6PM EST to process your request.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. Upon review of this claim, we do see that CHW has ordered you a new unit as a goodwill gesture because the part that was not working was no longer available and per our policy, Section FLimitations of Liability #states “If 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 repair...” However we have ordered you a new unit and we are replacing the Oven for you.We do value you as a customer and we look forward to assisting you in future claims.Regards,CHW

I am rejecting this response because:After I complaint with CHW, They sent one company to fix my issueThe representative from that company , diagnosis the issue wrongly and with out taking my permission he put the freon gas and charged me more than $Who will responsible for wrong diagnosis and my loss?

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 condenser was partially clogged as there was a line restriction.Per our policy, Section D, Number 3, CHW does not cover …”Line restrictions…”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which due to your dissatisfaction, you requested to cancel your policy. As per your request, we cancelled your policy on 10/11/and your refund in the amount of $is currently processing. 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: my account it's not past due, in December or January I had updated my payment card and it was your department that credit the wrong card, because as soon as Choice Warranty send me the e-mail I logged in to my bank and the payment had gone throug, I have the e-mail and bank statement to prove itYou guys are just making excuses
Regards,
*** ***

We are working on locating a technician that can get to you in a timely mannerPlease accept our apologies for the delayWe will continue to work on this and keep you updatedYou can call our customer service team directly at *** with questions. Regards, CHW

Please record my dissatisfaction on Choice in your files and close this complaint.I don't want to waste my time and effort on them anymore.Mention in the company’s Revdex.com Business Review as: “Business did not address the issues within the complaint, nor did they pay for expenses incurred by the customer, So the customer remains dissatisfied, but sees no point in discussing this further with the business which is not ready to help its customer”Thank you Revdex.com, for providing a platform to bring these kind of business to light and making these businesses respond to customer grievances in black&white in print, which they would not have done otherwise

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 to the policy section Letter B in which Coverage starts days after acceptance of application by Us and receipt of applicable contract fees and continues for days from that dateYou purchased this policy on June 6, which an effective date of July 6, You placed a claim on June 12, There was no coverage at this timeWe apologize for the long wait times that you have had to endure, please know that we are working diligently to provide outstanding service to all of our customers 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 as outlined in section Letter F, Numbers and , CHW doesn’t is not responsible for repairs due to rust and corrosionThis information is outlined in the policy terms and conditions We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

The company is claiming they are in "full compliance" when in fact they are notIn two days it will be one month since we filed a claim for dishwasher repair and still do not have a working dishwasher! The lack of integrity is displayed in their rebuttal letterThey stated we would have a new replacement in daysMy wife has been on the phone multiple times over the past week and still no resultsThe latest is that a we are supposed to wait indefinitely for a technician named *** call us*** has not called us and Choice will not give us his phone numberThe frustration continuesThey claim to regretfully allow us to cancel membership but they do not say that the refund will be a fraction of what I paid them even though they have not performed a single service to dateThey will get away with not fixing my water heater due to a loop hole they conveniently put in a section about heating and not under the water heater sectionOnce again very disappointed in a company that is happy to take you money and only baking it with frustration!
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

Dear *** ***,
Although you state that rust and corrosion is normal, per our policy, we do not cover this failure. CHW is willing to assist you and provide the amount that we would have paid for the parts and laborThis cost comes to $however since the failure per the diagnosis is rust/corrosion which is not something that we cover; CHW then would request to cancel the policy
Please contact us at ###-###-#### if you would like to accept this offer
Thank you,
Choice Home Warranty

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 *** A review of the claim shows that the claim was handled properlyBased on the diagnosis that was received from the dispatched technician was that there lines were improperly installed, which resulted in multiple gas leaks being foundSection Letter F, Number of the policy states, “We 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”When the Authorization Team at CHW spoke with the technician performing the second opinion, the diagnosis was that the line wasn’t sealed properly or installed properlyAs a result, the outcome of the claim standsThe pictures that were received show a new gas valve that was installed onto a flex pipe, when this isn’t done properly, this will cause black piping that is very old to start leaking from all of the connecting jointsThe pictures that were shown displayed improper previous install to the stove, which caused the gas piping, the claim is not covered We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy 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 have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me, because I received the check
According to the post mark on the envelope the check was mailed on 2/2/and not the date I was told. Coincidently it was mailed right after Revdex.com made contact with the company. I have an issue with companies that are not reputableThank you Revdex.com for looking into to this because had I not contacted you, I would not have received the check.
Regards,
*** ***

Hi CHW,Thanks for the responseIn your response, you mentioned that the models sent by me are Stainless Steel onesPlease note that all models in the market are mostly Stainless steelAs informed in previous emails, I am not looking for color but looking just for the comparable model for mine with similar features, efficiency, and capacity.However, none of the models share by you so far are comparable models with similar capacity, features & efficient per Section F, Clause of our contractAll of them are two door modelsMy refrigerator is Door French door model with the bottom freezer of the premier brand like GE Profile.Also, the link sent by you in latest email is not of a similar model with similar features & efficiencyAlso, it is from a cheap seller and not a reliable authorized sellerThe capacity of model sent by you is Cu.Ft where as my current one is Cu.FtPlease share links to Similar products with similar features, capacity & efficiency from a reliable authorized seller like *** *** ***, *** etc.Thanks***

Please accept the apologies of CHW for the miscommunication and the feedback is valued regarding *** ***This information has been sent to the Vendors Relations team to addressThis is not indicative of the level of customer service that is offeredYou have requested to have the policy canceledWe don’t want to lose any customers and want to be sure that everyone is happyUnder circumstances the policy would be canceled in accordance to section Letter L, however, a cancellation of the policy can be provided for the full refund amount minus the claims that have been paidYou paid $for the policy and there has been $paid out in claims which would result in a refund of $and a cancellation of the policyIf you would like to do this please reach out to the customer service team so that the agreement can be sent to you to have this doneYou can reach the customer service team at ###-###-#### Regards, CHW

mur 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, we do see that you had placed claims with CHW.A heating claim that you placed was for your fire place in 2013, which we advised you per our policy we do not coverA second claim recently for your attic electric vent fans, that we also advised you that we do not cover.We do apologize that you are having trouble with items that CHW does not cover To ensure that you do understand what we do and do not cover, we have mailed you out a policy and also sent one to your email Please accept our apology for any misunderstanding and for any inconvenience that this has caused for you.We do appreciate your feedback as it will help us improve our company to benefit our customers.Best regards,CHW

Complaint: ***
I am rejecting this response because: After speaking with the Air Conditioning repair company today they were confused to why my warranty wasn't covering the complete repairThe words were "The whole unit failed, can't guarantee what failed first but these are the items broke" Feel free to call them if you like.. ###-###-####
Regards,
*** ***

Dear *** ***CHW did not receive a diagnosis from the first technician that went to the home, *** *** repair. Therefore we were not able to take into consideration of the outcome you had provided us with. This being stated, per our policy Section F#does in fact state that CHW reserves the right to obtain a second opinion at Our expense.The diagnosis that we did receive stated that the unit had multiple issues which were all caused from calcium/sedimentary buildup. Please see Section F#of our policy.We do see that your policy has been cancelled, we do regret your frustration however there is nothing further that CHW can assist you with.Thank you,CHW

Dear *** ***,We regret to hear your frustration and dissatisfaction with CHW. Please refer to our policy, Section Letter L of Cancellation: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.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.If you would like to cancel your policy, please contact our Customer Solutions Department ###-###-#### Monday-Friday 9AM to 6PM EST. Regards,CHW