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,
*** ***

Complaint: ***
I am rejecting this response because:
Also since you mentioned the claim that was approvedIt was for my dryer and the heating element is still not working correctlyIt is still rather cold in reference to drying my clothing so you may want to send someone back for thatI do not agree with your response and as soon as my contract time is up with you I will be dismissing you in regards to any further service!
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I had two companies come out on Monday October 23-in which both reviewed the service receipts; one service provider was sent on behalf of CHW and the other company was called in on my behalf.Both service representatives had reviewed my prior service receipts and stated the damage to my air conditioning unit was NOT DUE to lack of maintenance of my air unit. This decision made by CHW was clearly made in efforts not to cover the repair costIn no manner do I acknowledge or accept your response.Your company CHW does not act in Good Faith
Regards,
*** ***

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 *** A review of the claim show it was handled properlyIt was requested that a second opinion be obtained and that was doneBased on the diagnosis that was received, there were torn and burned wires, the unit had a restriction on the outside, wires were disconnected and these are things that would be a result of lack of proper routine maintenanceSection Letter F, Number indicates that CHW is not responsible for repairs related to lack of proper routine maintenanceThere is an issue with wires being disconnected and an accusation that this was done by the first technicianSection Letter F, Number states, “You agree that we are not liable for the negligence or other conduct of the Service Provider, nor are we an insurer of Service Provider’s performanceYou also agree that we are not liable for consequential, incidental, indirect, secondary, or punitive damagesYou expressly waive the right to all such damages”Please reach out to this technician directlyPlease call the CHW customer service team if there are any questions at ###-###-#### We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear *** ***Please have your technician contact our authorization department to provide the updated diagnosis and they will re-evaluate the claim The technician can call ###-###-####.Thank you,CHW

*** *** ,Thank you for your feedback, we will advise our training department of the observation that you have advised us of. 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 *** A review of the claim shows that CHW did process the claim accuratelyThe diagnosis that was received from the technician indicated that there was a buildup of dust and debris on the unitThis causes the air flow restriction which causes all other components around the unit to overwork and eventually burn outWith the proper routine maintenance, this would be preventedAs such, in accordance to section Letter F, Number of the policy it is not covered as CHW is not responsible for repairs related to lack of proper routine maintenanceAs indicated, you may obtain a second opinion at your expense and have the technician submit the information to CHWYou also indicated that the technician didn’t properly do his jobSection Letter F, Number of the policy states, “You agree that we are not liable for the negligence or other conduct of the Service Provider, nor are we an insurer of Service Provider’s performanceYou also agree that we are not liable for consequential, incidental, indirect, secondary, or punitive damages”Please feel free to contact the customer service team at CHW if you have any questions at ###-###-#### 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: they themselves said they offered me a 2nd opinion only after the repairs were madeNo technician can give a second opinion without the parts that failed were out of the unitA 2nd opinion can only be given before the air conditioner is fixed at that time I was told by your customer service that I had no right to a 2nd opinionArbitration is not a gereric email of rejection it should be a face to face transactionThe air condition company manager ***said he called you up and said it can not be determined what caused the unit to fail
Regards,
*** ***

Dear *** ***,We do regret that you feel this way about CHW; we certainly do not want any of our customers to feel as such We see that the company has assisted you on every claim that you have placed since the first one and this happens to be the only claim that was not covered. We understand your frustration however this claim would not be considered a covered claim per our policy. We do value you as a customer and look forward to assisting you on future claims.Thank you,CHW

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,
*** ***

Complaint: ***
I am rejecting this response because: Upon arrival of the service technician, Choice Home Warranty denied my claim. After a long telephone conversation with one of their supervisors, they allowed me credit on a chargeThis is NOT insurance, this is a total scamI have paid Choice for year contract, which I plan on cancelling and will take them to court if they do not refund me the remaining years of my premiumI am also going to forward all of my communication, including those to the Revdex.com, to the department of Consumer Affairs of New Jersey, where Choice is based. Be aware that Choice Home Warranty has been fined already by the department of consumer affairs for over 500,dollars for their fraudulent activities. BUYER BEWARE, and stay away from Choice Home Warranty. I am employed as a licensed real estate agent in the state of Georgia, and believe me when I say that I will actively inform my colleagues and potential clients to stay away from Choice Home Warranty
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

Complaint: ***I am rejecting this response because: Appliance can stop working any day and that is the reason we buy insuranceAs per Section B of your coverage period ,Coverage starts days after acceptance of application .My Policy application was accepted on Jan 20th and it had been days that my coverage had started.System was working fine and we never had issues till Feb 29th We do not know when metal peice fell in the inductor ( if that was the issue for it's failure ).May I know how have you concluded that metal peice fell in the inductor before I had insurance policy as I and my tenants can tell you that the water system was working till Feb 29th .I paid Repair fee( $) to your technician who fixed the issue on Feb 29th ( he said he removed the metal piece ) and system started working .On March 1st , System stopped againThis is when the same technician diagnosed that motor is not working and needs to be replacedIt was your technician who was able to fix the same system one day and next day system stopped working. To conclude : Rejecting my claim on basis on known or unknown pre existing condition is not valid as your technician was able to fix the system on Feb 29th . Regards,*** ***

[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, as long as I receive the check within days
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 You called in to advise that the tub faucet was leaking and when you turn the handles, it does not stop the leak Our claims intake specialist took the information you advised and placed it in our system, however, the system could not process the claim, as faucets are not a covered item Per the policy, Section D, Letter 8, we do not cover “faucets.” We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policyWe strive to provide the best customer experience and value you as a customer, we will like to offer you a one-time free service call fee for your next claim Please contact our claims department at ###-###-#### to accept this offer. 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 *** *** 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 the unit has failed due to a lack of proper routine maintenance Please review section FLimitations of Liability #12. If you would like to provide us with routine maintenance records, please send them to [email protected] and we will have our authorization department review the claim.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear *** ***, Choice Home Warranty strives to provide the best customer experience, therefore we have re-reviewed your claimThe diagnosis that we received stated that the drive was showing an error causing the pump not to work and the pictures we received showed a crack on the motor
casingOur policy does state in Section Letter E, Number 1, that we do not cover cracked or corroded casings, however, our policy states slightly different in states, one of which is ArizonaYour policy states that we do not cover cracked or corroded filter casings, your crack was on the motor casing Based on that, we have overturned the outcome of the claim and have covered it to the cap of $500. We do apologize for any inconveniences this may have caused youPlease contact us immediately at ###-###-#### Monday-Friday 8am-8pm EST or Saturday & Sunday 9am-5:pm EST so we can move forward in having your pool repairedIf you have already repaired the unit, please submit your proof of repair to [email protected] for reimbursement at our costRegards, CHW

*** ***Our policy states that all units must enter the policy in proper working order. The unit had failed components that could not have failed within the short amount of time that you have had your policyThis would constitute as a pre-existing condition. If you would like to receive a refund of the paid policy, CHW will be able to provide you with the refund that you paid for the policy. We ask that you contact our office at ###-###-#### and we will send you a form to sign.We also requested that before the policy began that all units were in proper working order and come into the policy in proper working order. This is stated in Section ACoverage #2.Thank you,CHW