Bass Services, Inc.

Complaint: ***
I am rejecting this response because:The microwave was operative when entering in the policy and stopped working when communicated to the insurance as a claimAlleging it is was damage before the signing up the policy is inappropriateItems are operative until they are not, no body can plan when things are going to have a failure. To avoid this type of back and forth company should conduct a inspection before signing up otherwise everything it is going to be presume existing according to this non sense allegation. this is a SCAM, I am glad I cancel it, this policy and company are thieves, they will do anything not to cover any repairs
Regards,
*** ***

Complaint: ***
I am rejecting this response because:This is a total ripoffI have even filed a complaint with the Attorney General of Florida and New Jersey regarding this.Please explain things:1) Your policy states all Cancellations need to submitted in writingDid I do that? Also, when I got the Cancellation email from your side, I immediately replied back asking to reinstate itI even have proof of that.2) If your Sales agent clearly explains the Cancellation policy to anyone, will anybody buy a multi-year policy? If the Cancellation policy was explained properly, everyone will buy only a yearly one since there is no way for you to recuperate the costs since the customer paid only for that specific yearIts blatant CON you are playing on multi-year customers like us. Regards,
*** ***

Complaint: ***
I am rejecting this response because:I have tried to call this company Times, talked to reps twice and STILL HAVE NOT RECEIVED ANY FORM TO GET MY REFUNDThey are all talk and no actionIt would be easy for them to credit my account since they had no problem charging meThey are stalling and had NO intention of giving me my refund n
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 the unit was leaking Freon due to the evaporator coil being severely rusted and corroded Per our policy, Section Letter F., Number 1, CHW is not liable for “…malfunction or improper operation due to rust or corrosion of all systems and appliances…”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied with the outcome We strive to provide the best customer experience, therefore as a goodwill gesture we resubmitted your claim for review We received an update from the technician who stated that he added a stop leak to the system, which stopped the leak, however based on the pressure reading, there was restriction in the thermal expansion valve Per our policy, Section D, Number 4, “…thermal expansion valves” are not coveredWe 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 we do see that we have authorized the check in the amount of $and our company, our checks take business days and we see that the check has been sent out to you It left our company on 4/8/ You should be receiving it shortly. 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 web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your policy we do see that the policy began with us on 2/8/and we do see that you placed a claim for your heating system on 2/8/16, you stated that the last time the unit was working was on 2/1/this was before the policy began We agreed to send a technician out to the home but the failure that was found was something that CHW could not approve since the failure happened prior to the coverage date As stated in Section ACoverage #states, all units must come into the policy in proper working order We also state in Section FThe 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 conditions. We do see that you have cancelled your policy and that you did receive a full refund of $back to your credit card that you used to sign up with us with.We do regret your frustration however, CHW is in full compliance with out policy.Best regards,CHW

CHW wanted to be sure that you would receive the payment and payments aren't made on canceled accountsRecords indicate that you have since phoned in and have been provided with all of the information regarding the payment of $and the handling of your request to cancel your agreement. Regards, CHW

Dear *** ***We do apologize for the inconvenience this may have caused you. We have contacted our IT department to remove your information from our do not call or email list. Please allow one week your information to process. If you continue to receive solicitations,
please forward the email to us at [email protected], so we could revisit the issue. Regards,CHW

Complaint:
I am rejecting this response because:
The tank is not a separate item but the actual water heater unit itself The water flows into the unit and a gas heating element heats the water in the the unit(the tank) It is not a separate holding tank which I can understand may be excluded in your terms This is one whole unit as you would purchase for any typical home installation and was explained that it would be covered when I purchased the contract I was told that water heaters were covered actually I now understand that water heaters are not covered so I have cancelled my contract and went with a more reputable company that has given me in writing that they will cover the water heater whether leaking from the tank or any other issues with the unit.
Regard
*** ***

*** ** ***,
CHW did offer to assist you with a goodwill gesture in the amount of $even though you have admitted that the home was not occupied for the majority of the yearOur policy states that the coverage is for homes that are occupied
If you wish to accept our offer, we were able to have approved an increase to $as a goodwill gesture to assist you with this claimIf you do not wish to accept, we do apologize but since this is a non-covered claim and you admitted not to have done preventive maintenance, there would be nothing more that we can do for you at this time
If you would like to cancel the policy with us, please contact our cancellation department or you can write to them at *** *** *** *** *** *** ** ***
We do regret that you would not like to accept all the offers that we have provided to you considering this is a non-covered claim
Respectfully,
CHW

Complaint: ***
I am rejecting this response because: Information from choice home warranty is not accurateIn see attachments from contractor clearly showing equipment is clean in an excellent conditionAny contact to *** *** *** *** will confirm what I have statedThey have told me twice by phone that choice home warranty falsifies information given to them. You can see by the pictures that the equipment has been very well maintainedPlease call *** *** and heating at *** and ask 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 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 unit overheated which caused a terminal to blow out. This was caused by a lack of effective 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 in agreeance. In effort to dispute the claim, you provided us with your maintenance records. After reviewing your records, it was reported that the records were not valid as it did not provide readings of pressures or temperatures with outdoor air temperatures from the day of maintenance, no amp draws or OHMs. The outcome of the claim remains uncovered. We strive to provide the best customer experience, therefore as a goodwill gesture, we will offer you $for assistance. To accept either offer, please contact us directly at *** Monday-Friday 9AM to 6PM EST.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear Mr*** ***,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 for your Heating System we do see that the claim was not covered due to a lack of proper routine maintenanceHowever, we do see that you were offered a goodwill gesture in the amount of $that you did not accept at first but did contact us back on 3/10/to accept Our customer service department advised you that once you provide the paid invoice to us, we will then provide the goodwill gesture to you.Please submit the invoice to [email protected] and we will provide the goodwill gesture to you.We do regret any frustration that you have endured and are happy to assist with the goodwill gesture.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. 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…”Please note that you purchased your policy on June 27, 2017, which became effective on July 27, (as it states in Section B of Coverage Period “…Coverage starts days after acceptance of application...”) You stated the last time your unit was working properly was August 4, Please understand that it takes time for the compressor to short to ground, and would not have failed in the short lifespan of your policy. Our policy states in Section Letter A., Number 3, CHW requires all units to be “in proper working order on the effective date of this home warranty contract…”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel due to your dissatisfaction If you would like to process your cancellation, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

I am rejecting this response because: At the point of sale there is no mention of any "age" of the appliance effecting the replacement value of the unitThe amount that CHW has paid on other claims for other appliances has no bearing on this issueThe fact remains of how the "buy out" is never mentioned at the point of sale, in fact they make a big point on how any covered appliance will be replaced if it can not be repaired and they even make the point that they do not inspect or care the age of the appliance in there commercialsHowever, now it seems that age is a factorThe point being that the stove may be years old but it has only been used for two years does not seem to be a factorI'm still curious as to there "wholesale guide" that is used to determine the number of $590, where is this info coming fromThe stove is a top of the line model for KitchenAid and as I stated in the original claim, their buy out is not even a quarter of the replacement cost

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 *** Please accept the apologies of CHW for the issues endured while attempting to locate a technician to perform the diagnosis and repair on the garage door openerThe issue was not with the claim being covered, but with the technician keeping the established appointment timeCHW has worked with the Vendor Relations to address this issueThis claim was covered The claim that was placed for the refrigerator on 7/25/was placed in accordance with the policyThe claim was partially covered as the ice maker is not covered as indicated in the policy section Letter D, Number The diagnosis that was received for the refrigerator was that the compressor fan motor was burned out and needed to be replacedHowever, in order to fix this, it would be more than the unit was worthAs a result, CHW paid for a replacementSection Letter F, Number of the policy 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 governments”Section Letter F, Number of the policy 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”There are no additional funds due for this claim 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 argument remains that the air/heating unit is ducted If it were not a covered unit, why then did Choice continue to send technicians out to service a "non-covered"appliance? Furthermore, the issue of canceling the policy with monies refunded was not addressedLastly, the condo which the coverage is for is all of sqftIf the main appliance in the condo is not covered there is no need to have a policy with Choice Home Warranty
Regards,
*** ***

Dear Mr*** ***,Upon signing up with CHW, we provide you days prior to the start date to ensure that all units are in proper working orderThis time is for you to also review the policy that was emailed to you, mailed to you and that you can sign onto the customer portal to review If you could or did not see any of the above, our policy is located online for anyone to view.Our policy states that Tanks themselves are not coveredIf the tank itself has to be removed and replaced, we do not cover themThe tank is a holding mechanism that holds water; there is no mechanical function for this part CHW will only cover the heating elements that heat up the system.We do understand your frustration however upon review of this claim; we do see that you have accepted a goodwill gesture towards this claim in the amount of $paid directly to you and $that was paid to the technician.We thank you for your feedback and we are happy that we were able to assist you with this non-covered claim.CHW

Complaint: ***
I am rejecting this response because: First of all thanks for all your efforts in helping us with this claimI cannot accept this offer because the folks at Choice Home Warranty fail to understand that our Cooktop is multifunctionalIt included an exhaust systemThere is no way for us to replace a cooktop, buy an exhaust and have both installed for $We would have to add over $out of Pocket which we should not for something that is under warrantyWe have done all the homework on our end and the absolute best price we can find locally with install is about $Normally the unit sells for $and install is $but we have found a company that will sell us a floor model for lessThe name if the company is *** *** They can be reached ###-###-####Our sales reps name is ***When making further decisions please keep in mind that we filed our claim over weeks agoWe are without a functional cooktopWe have spent hours on the phone and are beyond frustratedThe company needs to do further purchasing research and make a better offer or pay for a technician to come out and fix the issues with a guarantee on the work performedWe will not settle for less as wePurchased a warranty! If you can do this on your end then please do so, but do not go on to tell me that your will not gurantee the work of your technicians but discontinueing the policy on this applianceWe have done all the homework on our end the absolute best price we can get on this cooktop locally is about $which includes $for laborThey company has a floormodel which they are willing to discount, otherwise the unit costs $with $laborThis is the least expensive opton on our endIf we accept your offer we have to pay $out of pocket which we do not have nor were we expecting to pay for an appliance that is under warrantyThe merchant infor is below;*** ***###-###-####our contact is ***
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I had to call the next day and Sam cancelled my account, I paid for a service and never received honest help, if I call CHW and ask my options then I excoect honesty by reps, I don't carry my policy in my pocket I need every month I paid refunded and the $deductible I paid because I was giveinformation by CHW
Regards,
*** ***