Bass Services, Inc.

Complaint: ***
I am rejecting this response because Choice has not addressed the fact that their own warranty does not exclude the part as they stated What they are saying is incorrect and no matter how many claims they choose to repeat the response, will not make it valid I have tried several times to have a conversation to have them explain how their warranty exclusion relates to this part and they refuse to say anything other than it is not covered Also I have reached out to several AC experts in the field and they agree this part is not a filter, which is what is excluded in their contractThis is a deceptive practice to keep from honoring the contract they agreed to and that I paid for As for the $200, that in no way was it ever discussed that the money represented that I was satisfied with the outcome In fact, I told them that I thought the $was ridiculous since I was out of pocket over $4500, but that was all they were willing to do I stand by that if Choice wants to prove they are a reputable company, they will honor their own contract and cover both the AC repairs, as they are in violation of it now and are not providing the services that I paid for.
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 your claim was processed in accordance with the terms of the policy section Letter F, Number in which CHW is not responsible for repairs related to rust and corrosionHowever, as a goodwill gesture, CHW did offer to provide assistance towards helping for repairs in the amount of $in which you declinedAlthough we value all of our customers and never want to see any customers leave, we have honored your request to cancel your policy and provide you with a refund in accordance with the policy section Letter L, Number which states If 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 We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear *** ***We regret to hear to hear your frustration and any inconveniences this may have caused you As a goodwill gesture, we have applied a onetime free service call fee onto your policy that can be used on your next claim In a recent review of this claim, the technician was
scheduled to come to your home on 10/16/2017.Any further questions or concerns regarding this claim, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM 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 ***
* The diagnosis received from the technician was that the unit had an internal failure on the compressor which was caused due to excess overheating of the compressorThis is a result of lack of proper routine maintenance which is not covered in accordance to the terms of the policy outlined in section Letter F, Number CHW doesn’t require that maintenance records be sent, however, customers are invited to send in the maintenance records to have the claim reviewedYour records were sent in and reviewed and the outcome of the claim still standsThe documents that were sent in were not maintenance records, they were invoices that didn’t provide the proper information such as model and serial number, pressure readings or drawingsAs a goodwill gesture, CHW provided a goodwill payment in the amount of $which will be sent to you directly 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 *** Our records indicate that the policy has been canceled per your request and your refund has been processed and returnedIf you haven’t received this, please call our customer service team at ***
* We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Complaint: ***I reject the response from Choice Home Warranty because:1) On what information do they base their conclusion that the failure of my unit was due to a lack of proper routine maintenance?The service professional that you assigned to my claim reported my unit as clean and evident that it had been maintained The telephone reason that I was given was my unit was "dirty and covered with debris".2) I suggest that my claim was declined after a Choice Employee called to ask if I had receipts for yearly maintenance I told her that my unit had been serviced every spring since I have owned my home (8years) and the unit is years old I added that I do not keep receipts for routine maintenance on anything, only if something is repaired When Choice felt safe that I did not have receipts, they used this as an excuse to reject my claim knowing that I had no way to prove the unit had been maintainedA unit would not run for years without problems if it had not been maintained.3) Choice states in their contract that items listed are covered as long as they are installed properly and been properly maintained They should add to this statement that receipts/proof would have to be provided, as most people would avoid paying for a warranty with your company I you are allowed to require proof when this fact is not mentioned, then you have allowed me to pay you $over the past months when NOTHING in my home has PROOF of routine maintenance .4) it would be helpful if you would state that your consumer advocate has day excluding holidays to respond or even acknowledge they have received the customers e-mail when you post a request for customers to contact her before filing a complaint Just another example of you making up rules/changing rules without the customers knowledge.*** ***

Complaint: ***
I am rejecting this response because:I am responding just to provide some truthful detailsThe HVAC service company Choice sent out to represent them found that the line was frozen I paid the service fee $fee for the initial analysis and then I needed pay $for leak test (not covered). This HVAC sent by Choice said the leak was outside at the line because of maintenance issues After the problem persisted, I called the HVAC company I use for annual maintenance (in business since 1896) who diagnosed the problem as a leak in the coils with need for replacement of the coils and outside unit to support new standardsThe Freon was also not completely out In my experience with other claims, Choice uses contractors of small companies who often are not always detailed or experienced Nice for small business startup but not always for the warranty customer. The problem with the coil leak, which Choice, addressed in their replied was not discovered by them If the Choice representative who responded would have read the notes of this case the details are there Nevertheless, Choice has a warranty that covers HVAC but does not cover any test to do analysis nor does it cover any repairs, which is why I cancelled.Choice operates like a PonziCompanies that engage in Ponzi schemes focus all of their energy into attracting new customers, making a profit and not delivering a service. Before unsubscribing, I received at least ads per week from Choice. All the details of the warranty are hidden so far below the surface they can only be found by the Ponzi creator when it's time to deliver.I am more knowledgeable now.*** ** *** - Former Choice Home Warranty Customer
Regards,
*** ***

I do see the confusion and I have left you a voice message CHW doesn't cover failures that are a result of a fire but you are stating that this is not the reason for the failure I have requested that CHW cover this claim and do need to find out if you have had it repaired already or if
we are to use our technician and authorize the repair Please respond to us as soon as possible and I can place the authorization and reach out to the tech if needed. I have documented the notes and you can reply to me at *** or you can speak to any of our reps as they are aware that this will be covered.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 your claim was processed in accordance with the policy as outlined in section Letter F, Number due to misuseThere were foreign objects found in the pump which caused the pump to failHowever as a goodwill gesture, CHW offered to provide $to assist with the repairsThat offer still remains and you can call us directly at *** if you have any questions We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear Ms*** * *** ,We are very sorry to hear about this situation on your friends property, however we are not able to provide any information to you in regards to someone else's policy.We can state to you, if you do not wish to use a technician that CHW has chosen, you do not have to.
You can use your own technician and have the technician contact CHW BEFORE any work is completed. Once they provide us with the diagnosis, we can determine if it is a covered claim or not. If it is a covered claim, we will then speak with the technician about the pricing and mutually agree to a cost for repair. However, if the claim is not a covered claim, CHW will advise you and we do not reimburse then for the any part of the claim.If you would like to ever use your own technician, we would send you a reimbursement form and the directions on how to us it are on the sheet.We do see that the claims that you have placed for your policy, have been covered and we do hope that if you have any questions or concerns, you would contact us and we would be able to help in any way that we can.We do regret your friends frustration and that we are not able to speak about her claim however CHW is in full compliance with the terms and conditions of our policy.We do thank you for being a valued customer and as a good faith offer, we have placed a onetime free service call fee upon your account for any next claim that you might have.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 a range of managers that are able and willing to assist youYou may ask for a manager when calling the team directly at ###-###-####Please accept the apologies of CHW that you haven’t been receiving a return telephone call and this information has been forwardedSection Letter F, Number of the CHW policy 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”Additionally, section Letter D, Number of the policy indicates that leak detection tests are not covered so that is something that would not have been covered We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear *** ***,CHW cannot provide you with a full refund because we have paid out on claims however, we are willing to provide you with a refund minus the amount that we did pay out for the claims This would be $that you paid, minus $which would be a refund of $for this policy (***).In regards to your other policy, you are entitled to a pro-rated refund per section LCancellations.Please contact us at ###-###-#### and we will send you the form for cancellations.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. Upon review of your claims, we do see that there is a technician scheduled to come to your home for the central vacuum.In reference to the claim with the oven that you placed, the parts were no longer availablePer our policy it is stated in Section FLimitations of Liability #“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.” CHW offered you the amount of $which you did accept.For the claim that you placed for your second refrigerator, this claim was not covered per our policy Section D#that states that CHW does not cover leaks of any kind.CHW has paid out a total of $in authorized claims for your policy and all of which were done in compliance with our terms and conditions.We do regret any frustration you may have, please feel free to contact us for any clarification for any claim.You stated that you do not have a policy to reference, we have emailed the policy to you and you can go online as stated above or you can go to the customer account center and long into your own account by entering your policy number along with the email that you have on file with us.Thank you,CHW

Complaint: ***
I am rejecting this response because:
The response did not respond to the complaint. The complaint is clearly references the lack of customer service by the reps only reading sympathy scripts and not really listening to what the concern is or how to resolve, no supervisor support meaning they do not have authority to make any decisions or assist in resolving any issues they need to transfer you up and then transfer you up, contractors used by CHW, lack of CHW noting the account for years as was directed on whom to contact when contractors need to callThe only supervisor found to engage in real conversation beyond a scripted line is the Issues and Cancellation departmentClear point - I did not cancel the policy, but its important to see they were the only one to engage.
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. Upon review of your claim, we do see that upon signing up with us, the incorrect address was provided to us We were advised by you on 3/9/17, that the address we had of *** *** *** was incorrect and we did change it to the address of *** *** *** * However since a check was mailed out to you on 12/13/16, CHW would have to wait days in order to mail the check again to you without charging you the cost of $ If you would like for us to mail the check sooner, you would then have to be charged $30.00.We ask that you contact our customer service department to provide them with the answer if you would like to pay for the new check or if you would like for us to wait the days for the new check Also, please note that CHW does reimburse at our rates minus the service call fee This is how the amount was determined. We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

We apologize for your frustration, we do see that you had requested to cancel the policy and we do see that you have been refunded the amount that you paid to us, $ This was completed on 1/13/We do regret your frustration and that you decided to cancel with our
company. Thank you,CHW

Dear *** ***We regret to hear your frustration. Please understand that the inspection report stated that the golf ball caused damaged to the fins This not being taken care of caused air flow issues with the system which resulted in the failures in which your system is currently having now The outcome of this claim stands. As a goodwill gesture, we have placed a onetime free service call fee for your next claim. Regards,CHW

Dear *** ***,We regret to hear your frustration and any inconveniences this may have caused you. Per our policy, Section Letter C, Number 5, “If service work performed under this contract should fail, then We will make the necessary repairs without an additional trade service call
fee for a period… days on labor.”Therefore, the technician who originally repaired the unit would go back and make further repairs if necessary At this point, CHW would not dispatch another technician out.CHW has contacted the technician to advise that your unit is not working again; Please note, CHW does not have control over a technician’s schedule If you would like to cancel your policy, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM 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 claim we do see that the failure that was reported to us was that the thermostat had failed and this caused the evaporator fan motor to continuously run The motor overworked and overheated causing the internal failurePer our policy, Section FLimitations of Liability #states that CHW does not cover secondary damages As we stated to you on 11/16/16, CHW will cover the cost of the initial failure however you will be responsible for the secondary issue in the amount of $paid to the technician.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:
This doesn’t surprise me and it is the same script that your associate on the phone read to me as soon as you got the claim. You have zero intention of paying a claim for anyone and you will find a reason not to in every case. So your answer isn’t worth the paper it is written on
I reject your response based on two categories. My claim does fall under your contract and your contract is fraudulent in that it highly misleads your customers
1. You based your rejection of my claim on rust and corrosion. The item is an air conditioning Coil, it sits in water, it is going to rust. This is why I have my air conditioner serviced, so they can monitor that and try to slow it down. However, the rust did not make it fail. The failure was caused by the coal just wearing out of old age and use. It is years old, coils don’t last forever, however, if I was allowed to look at your documents, I would bet that you have never paid someone for their coil failing whatever the reason. Your contract states that old age is covered and even backs it up by not requiring a home inspection to say what you covered. My coil failed because of old age and use. Pay the claim
2. Fraud. Your advertising and what I was told on the phone told me that you did cover air conditioners as well as many other appliances. You told me that if I bought your warranty that I could sit back and not have to worry about expensive repairs on my appliances. Then in the small print that you know nobody reads in full detail you put everything under the sun and then some on what you won’t cover. I ran your contract past a lawyer and he says in the years of practicing law he has never seen a business write up a contract like this that basically says they won’t cover anything that they tell you they will cover to begin with. This at best is very misleading and is Fraud
I realize you have another canned statement to come back with and I think that is proven by the other or so complaints from unfortunate people who gave you money and you didn’t live up to what you told them. Your class action suit that you settled proves that
For anyone reading this, beware of doing business with this business. It is a total scam and if you do decide to buy from them realize that their small print will say that they cover nothing when it gets down to it. Don’t throw your money away and be forced to get your money through the courts as I am
Regards,*** ***