Bass Services, Inc.

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,*** ***

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 internal failure in the compressor This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor This failure occurred from a lack of proper routine maintenance.Per our policy, Section Letter F, Number 12, CHW is not responsible “…for repairs or failures that result from the Contract holder’s failure to perform or routine maintenance...” Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied If you would like to further dispute this claim, you can submit your proper routine maintenance records to [email protected] for review If the records prove the unit has been properly and routinely been maintained, we would adjust the outcome of the claim accordingly. We strive to provide the best customer experience, therefore as a goodwill gesture, we have placed a onetime free service call fee onto your policy. 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: Attached is the *** washing machine picture with the Power Switch and controls 'On' with Green lightsAs an engineer , I understand that a Power Surge will destroy the entire washing machineHowever, I have a fully functional washing machine where the 'Drum' is not spinningWater enters the washing machine when switched on so this cannot be a 'Power Surge' problem as stated by Choice Home WarrantyTo restate my complaint, the first time , Choice said that is was a 'Mold' problem which was totally unexpected as there was absolutely not Mold or smell in the washing machine - the second time they came with the Power Surge excuse.Since the New Jersey Board of Consumer Affairs has won a legal suit against Choice Home Warranty for denying claims , I will also be submitted my information on this claim to the New Jersey Board.regards,***
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 our web site at *** Upon review of your claim, we do see that the evaporator blower motor had failed, the unit had rust and corrosion on the coils and the condenser coils were dirtyThis causes restriction to the system and therefore failedAlso, per our policy, all units must enter the policy in proper working order, this policy began on 3/26/and you placed the claim with us on 4/28/This failure could not have happened within the timeframe of less than a monthPlease see Section ACoverage #Also, Section FLimitations of Liability #You chose to cancel your policy leaving CHW no options to assist with this claimWe do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy Regards, CHW

*** ***We do see that the status of your account is current and we do see that the check is being processed We do see that it will be mailed out of our office within the week.Thank you,CHW

Complaint: ***
I am rejecting this response because:Makes no senseI am not discussing a claim that prior owners made regarding the cooktopI am taking about a 12/26/claim made by meI am basing my rejection on your own policy language which I have previously quoted in my complaintI would accept an offer of $to resolve his claim as pursuant to your own policy language.
Regards,
*** ***

I am rejecting this response because:that is a lie I have had my system serviced every months with no problems to itAs for the time of contract maybe they should get out a calculator for the time stamp shows there day grace period was two weeks past that at time of system failureI purchased the contract because everything in my house is ten years old which was done when it was built ten years ago and I know ten years is the time things start to go out or need repairnobody buys a warranty thinking nothing will break if that was the case nobody would buy themI have also talked to the person that came out to look at my hvac system and did some repairs that Choice authorized to begin with and he clearly stated to me he told them nothing of the claims they are statinghe told me the Freon and level was fine its just an year old system that went bad he said shorts happen just as compressor failure and it had nothing to do with the homeowner or Freon for the customer has had it serviced regularly and the technician that came out to check the system and do the repairs is willing to right a letter to that factits funny they were willing to repair the system when they thought all it needed was a circuit board but when it needed something that cost more than they came up with all these bogus excusesI do hvac for a living too and they are coming up with so many lies to get out of standing by there warrantyI have since than read so many complaints about choice and them not standing by there warranty people saying they always come up with some bogus excuse not to paywell that is them to the letter
Regards,
*** ***

Dear *** ***, We regret to hear your frustration. Please refer to our policy Section Letter F, Number 16, where it states:“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.”You originally offered $in which CHW is willing to honor If you would like to accept these funds, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:pm EST. If you decline the offer, you may request to have the unit repaired. 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 heat exchanger failed due to improper combustion which is caused from lack of proper routine maintenance Per our policy, Section Letter F, Number 12, CHW is not responsible “…for repairs or failures that result from the Contract holder’s failure to perform or routine maintenance...” Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied We strive to provide the best customer experience therefore as a goodwill gesture, we offered you $towards repair You declined this offer As a goodwill gesture, CHW will still honor the $towards the repair and a free service call fee onto your policy To accept this offer, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm EST.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

June 23, 2015 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 that you placed on 6/5/15, I do see that CHW did dispatch a technician that same day to your home and their availably for the next day was not fast enough for you as you proceeded to use your own technician We tried to receive all the information that was needed by your technician throughout the following days and he was unresponsive to our requests You actually had to send us the pictures of the unit with the serial numbers for us to look into replacement of the parts I do see that on 6/11/15, after we did receive the pictures from you and we did explain that both of the units were not covered due to the fact that they are rusted and corroded, we did advise you that we would honor a goodwill gesture of $per coil that you have, a total of $for a goodwill gesture that you declined because we were not able to cover the non-covered charges of Freon and labor On 6/12/15, you spoke to our Manager Kyle and he did advise you of the goodwill gesture and you stated that if we were not going to cover it in entirety, that you were not interested You then requested to cancel your policy Unfortunately, CHW is not obligated to offer the goodwill gesture to you since you did cancel your policy and did receive the pro-rated refund of the cancellationWe did do our very best to assist you when you were a customer of ours and tried to offer you $for a claim that was clearly not covered Per our policy, CHW does not cover rust or corrosion as this is a lack of proper maintenancePlease see below: FLIMITATIONS OF LIABILITYThe following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditionsCHW is 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 pressureCHW is not liable for or routine maintenanceCHW 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.We do apologize, you have chosen to cancel your policy with CHW, as we were trying to offer a goodwill gesture and you had declined it CHW is in full compliance with its terms & conditions Respectfully,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 compressor was shot, the valves were not pumping, and the TXV was rusted, as well as the capacitor was weak and rusted These failures occurred from a lack of proper routine maitenanance Per our policy, Section Letter F, Number 12, CHW is not responsible “…for repairs or failures that result from the Contract holder’s failure to perform or routine maintenance...”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel due to your dissatisfaction You spoke with our Customer Solutions Specialist who offered you a full refund of what you paid for the policy You declined this offer.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:
Please check the date that the final payment ,of was madeMy card was stolen and I was issued a new oneUpon receiving call from CHW I provided my new card info and final payment was madeI've been lied to and given various responses each time called thereafterFinally was told it should had been sent and it was an error it had not I was assured that day I should receive within seven business days and now told againRIDICULOUS business practiceCheck the time of each call and please pull any recordings of ALL the different lies and statements I've been givenI can also provide my bank statement with the final payment and wait to see the next excuseUnethical business practice of which I feel my hard earned money has been scammed from meAt the end of the day I am over months without a microwave from service I have PAID IN FULL
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 *** A review of the claim shows that the claim was processed in accordance with the policyCHW doesn’t provide maintenance agreementsYou secured a policy with CHW that would offer peace of mind by assisting with covered repairsA claim was placed on 12/6/for the heating system which wasn’t working properlyCHW dispatched a technician on 12/7/Section Letter C, Number of the policy states, “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 holidaysThe authorized Service Provider will contact You to schedule a mutually convenient appointment during business hours”CHW did provide you with the service providerSection Letter C, Number of the policy indicates that there will be a service call fee, which was $As CHW isn’t responsible for maintenance, which would include cleaning, the $that was paid to the technician is an arrangement secured between you and the technician and wasn’t anything connected to the policy of CHWSection Letter F, Number 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”CHW received a diagnosis from the technician on 12/8/and the claim was a covered claim in which the technician was paid for his servicesIf you had an issue with the technician and wasn’t able to secure a mutually agreed upon time, that is an issue that needed to be addressed with the technicianCHW did however, take the information that you provided regarding the technician being rude and send it to the Vendor Relations Management team to be addressed with the 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 damages” CHW provided service and acted according to the policyYou have recently cancelled your policySection Letter L, Number indicates that upon cancellation you will be subjected to an administrative fee and any costs incurred, which includes claims that were coveredYour refund amount is estimated to be $and will be returnedIf you have any questions, please feel free to call the customer service team directly of CHW at ###-###-#### 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/useragreementA review of the claim shows that it was processed according to the policy. Based on the diagnosis that we received, it stated that out of the 10lbs of Freon your unit can hold, your system only had 6lbs. Your system being low on Freon indicates that there is a leak somewhere in the system. When the leak is not visible, a technician must perform a leak test. A leak test would determine the location and cause of the leak, and in addition, the technician would take pictures of the location of the leak, the indoor and outdoor coils, and the model and serial number of the unit. Per our policy, Section Letter D, Number 4, we do not cover leak testOur SrClaims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel as you were not satisfied with the outcomeYou spoke to our Customer Solutions Specialist who offered to pay for the leak test, as a goodwill gesture. You declined this offer as you insisted on cancelling your policyAs you per your request Choice Home Warranty has cancelled your policy as of April 19, Unfortunately we are unable to assist as you as this policy is no longer activeWe 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: The technician has never received the $Do they have a copy of cancelled check? Technician: *** *** - *** *** *** ###-###-####
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
The bill was submitted by the proper company to Choice Home Warranty in a timely manner and an email was also sent explaining the repair and the necessity of the parts I received a copy of this email and also sent it directly to Choice The company said they never received any payment from Choice, even for the covered partsI had also spent several hours on the phone with Choice trying to get this paid I want confirmation that this was paid
Regards,
*** ***

Dear *** ***,Thank you for providing that information to us, I have reviewed the policy and I do see that there was an error and you are owed an additional $48.34, which I have requested to be placed back onto the credit card that you used to sign up with us. This error was because the second policy began in the middle of a month but the policy should have only been charged for the amount that you had it for and that was months You were charged for and that is our error, we have placed the $back as of today, 1/23/We do apologize for the error and thank you for advising us.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 terms and agreements of the policy as writtenAs indicated in section Letter F, Number 11, improper installation is not covered 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. We do understand that the amount that was provided to you of $will not cover the entire unit however, our policy does state in Section FLimitations of Liability #CHW is providing you with the amount of the repair Please see Section below:“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.”We have already authorized the check and you should be receiving this within days. 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 web site at *** We do see that you have resolved this with CHW and they have provided you with a CAP of $We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy Regards, CHW