Bass Services, Inc.

Complaint: ***
I am rejecting this response because:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is not satisfactoryI requested a new contractor several times so policy was not followedIt will be satisfactory if their offer to waive service fee I am now being charged for the replacing the sheet rock scheduled on 7/30/Contractor just told me today 7/28/I am required another $fee even though it's on the same repair claim? If this fee is waived and I get in writing it is waived I will close out the Revdex.com claimI tried calling to discuss further and was hung up on again. Regards,
*** ***

Dear *** ***We regret to hear your frustration, however, we were in full compliance with the terms and conditions of our policy. Please refer to Section Letter A, Number 3, of our policy where it states that our policy is not a “…warranty…”Choice Home Warranty covers mechanical failures due to wear and tear, in which 85% of our customer’s claims are covered In this instance, your failure falls under our exclusions Please understand that the water tank does not serve a mechanical function as it is the holding cell/storage tank for the water The outcome of this claim stands. Once again, if you would like to cancel the policy with us, we ask that you refer to Section L Cancellations in our policy to cancel per the terms.Regards, CHW

Complaint: ***
I am rejecting this response because: According to ACOVERAGE: "During the coverage period, our sole responsibility will be to arrange for a qualified service contractor to REPAIR OR REPLACE, AT OUR EXPENSE." It is neither repaired or replaced.
Regards,
*** ***

Dear *** ***, As stated previously, we issued you goodwill funds in the amount of $to assist you on the non-covered claim The check was mailed and we have confirmation that you have cashed the check This matter has been resolved as of June 30, 2017. 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

Dear *** ***In regards to your claim# ***; we regret to hear your frustration, however, based on the second opinion diagnosis that we received, it stated the failures that occurred were from a lack of proper routine maintenance In order to move forward and dispute this claim, you can submit your proof of routine maintenance records to [email protected] for review Our offer of $towards the repair + free service call fees is still available To accept this offer, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm 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 it appears it was processed in accordance with the policy section Letter F, Number in which CHW is not responsible for repairs related to lack of maintenanceAlthough not required, you are invited to send your maintenance records to CHW at *** for a review of your claim We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

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 we were able to assist you with the following claim for your garbage disposal: Claim # *** on 4/10/ This unit stopped working due to wear and tear.Unfortunately, the claim that you placed for your dishwasher the issue that was diagnosed was that the motor is going bad Upon entering the claim you stated that the unit hadn’t been working properly in the past weeks That would put the date to around 3/27th Your policy began on 2/18/a little longer than a month prior to Per the technician’s diagnoses, the motor cannot go within a month Per our policy, your unit must enter into the policy in good working condition.Please see section ACoverage # Are in place and in proper working order on the effective date of this home warranty contractThis contract does not cover any known or unknown pre-existing conditionsIt is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or componentsThis contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,square feet, unless an alternative dwelling type (i.eabove 5,square feet or multi-unit home) is applied, and appropriate fee is paidCoverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homesThis contract describes the basic coverage and options availableCoverage is subject to limitations and conditions specified in this contractPlease read your contract carefullyNOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.We understand that you may not know that the unit was going badly when you purchased the policy but per our policy Section 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 conditions.You have requested a full refund of the policy; unfortunately we are unable to provide that to you Our contract with you states that you will be charged a $administration fee and also since you have broken the contract, we will deduct the amount that we have paid out on claims that you have had You are always able to cancel your policy but because we paid out on a claim, you would not be entitled to a full refund.Please see Section LCANCELLATIONThis 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 thank you for your feedback as it helps us improve our policy and our customer experience.Best regards,CHW

I did receive the offer $ from choice but this offer will not resolve my complaintThe $ they are offering is an amount they agreed to pay me prior to my complaint.When I cancelled my policies with them they decided to charge $for each cancellation, which I reject and resent at the same time because of their unethical behavior.My main complaint is that this company has been getting away with murder as far as their customers are concernedThey pick and choose which damage they will cover (very few), most cases they offer the minimum if and when they decide to coverThis is why I will accept the $they agreed to pay, prior to the complaint but I wish to continue with my complaint

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 the water heater was leaking from the left side at the bottom of the tankPer our policy, Section Letter D, Number 6, it states that we do not cover “…holding or storage tanks…” Our SrClaims Specialist advised you about the outcome of the claim and our policy, and due to your dissatisfaction you requested to cancel your policyWe strive to provide the best customer experience, therefore we offered you goodwill funds in the amount of $towards this non-covered claim, in which you acceptedIf you would like for us to move forward and process these funds, please contact our Customer Solutions Department at ###-###-#### Monday-Friday 9am to 6pm EST to sign the necessary paperworkWe 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:
Choice Home Warranty has completely misrepresented the company as providing a warranty service The statement that this claim has been rejected and ALL other claims as pertaining to the air conditioning unit would summarily be dismissed, is categorically ridiculousThis company's predatory practices of non-coverage of "Known and Unknown" is reprehensible I will not be renewing any contract of service with CHW and would want any potential client to be warned of the clauses within CHW's policies I am thoroughly disappointed with the quality of service provided by CHW
Regards,
*** ***

Dear *** ***,
We do regret the frustration that you have encountered, if you would like for CHW to review this claim again for a more favorable outcome; we ask that you provide us with records showing that the unit was properly maintainedThe pictures that we did receive show that the heat exchanger to be in very poor shapeAlso, per the diagnosis we have received stated the sameThe technician that was out to your home last stated that this system was not in good shape, this along with the pictures was proof that the unit was not maintained
Please understand that the outcome of the claim is based upon the diagnosis as well as the policyWe compare the two and our inside technical staff are the person’s that decide the outcome
We also see that CHW has offered a goodwill gesture to assist you with this claim in the amount of $in which you declined
If you can provide us with records showing that the unit has been properly maintained, we are sure that we can offer a better resolution for you
Thank you,
CHW

I am rejecting this response because:the company did not directly respond to my complaints: 1) the policy fails to describe the definition of "built in"If I was told that my microwave that is built in in the cabinet does not fall into the "built in" category defined by the manufacturer (GE), I would not have selected the policy; 2) I examined all microwaves sold by GEIn all listed models, none of them are defined as "built in"It seems that the company plays a "built in" game to escape the actual responsibility for coverage of microwaveI did not check other brands

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 assetWe are committed to providing a positive customer experience and we take all feedback very
seriouslyChoice 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 purchaseIt may also be found on our web site at ***
Upon review of your policy, we do see that you placed a claim for the Air Conditioning system and we do see that the compressor is under manufactures warranty therefore this claim would not be covered under CHW’s policyPlease see Section FLimitations of Liability #
The manufacture would replace the part and you would be responsible for the labor of the technician
We do see that as a goodwill gesture, CHW offered to provide you with assistance in the amount of $towards the labor that you are responsible for taking care ofWe advised you on 6/13/16, once you have the invoice for the cost of the labor to provide it to us and we will then send you a check for the $
We do regret your frustration however CHW is in full compliance with our terms and conditions of our policy
Regards,
CHW
Regards,
CHW

Complaint: ***
I am rejecting this response because: their statements are untrue as to the report of the dealer that they supposedly put their confidence in to do their workI have written report and it does not state what they are sayingThe report stated that it was due to wear and tearChoice Home Warranty are not doing what they say they will do in their warrantyI am not satisfied at all, if there was something I could have done to prevent the problem I would have done it, it very well could have overheated as the temperature was running around a degrees at that time which would classify as wear and tearWhat did they expect me to do stand out there and fan it? No I will not accept their nonsense of a settlement and I don't know of anybody else in their right would either
Regards,
*** ***

There was a credit in the amount of $that was credited to the debit card that is on file on 12/26/The account is now cancelled and there will be no more charges. Regards,CHW

Complaint: ***
I am rejecting this response because:
The response that CHW have put as the reason that they have denied the claim saying the company had said the heater exchange had failed due to rust and corrosion is not trueThe company that serviced and took pictures said that there is no rust and will go on record to state that I will furnish contact information to you so you may contact them directly (Right Now Heating and Air) telephone number *** also the technicians that came out at different times, *** *** *** *** *** * *** the told me that's why there company won't work with home warranty plans because they force them to be dishonest toward the customer, why they can't cover the problemThe company they sent out to inspect my system did not inspect the system properly and said it was okay to use the system even though it was a dangerous to me and my familyAnd as far as getting a contract of CHW I never did receive one, I had to download it when they denied my claimI am very disappointed with there business practices and standards it could have cost deaths!! So no I am not satisfied with there reply
Regards,
*** ***

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

We do apologize if anyone at this company was rude to you in any way, I personally did not speak to you myself I do see that on 7/20/15, *** *** gave us a diagnosis that the unit was out of Freon and it has leaked out due to rust or corrosion on the systemAlso, due to the unit
being out of Freon the compressor had failedAlthough you may have had someone come to your home and check the unit, they should have noticed that the Freon levels were very low to the point that the compressor could fail.Upon review of your claim you stated that you did not speak to a supervisor or a manger and we do show that you had spoken to both You had spoken to Kyle who assisted you with explaining that we do not cover any failures due to a lack of proper maintenance and Ike who is also a manager of our authorization department who also advised you of the corrosion that was on your unit The claims outcome was not solely based upon pictures but from the technician’s diagnoses.Per our policy, Section FLimitations of Liability #states that CHW doesn’t cover failures that are due to rust or corrosion and Section F #states that we do not cover units that have failed due to a lack of proper maintenance.We will not be covering this claim as we had explained to you over the phone and in writing We regret any frustration with this claim and do see that we have assisted you in past claims in the amount of $in authorized claims Just as any other claim, if it is covered under our policy we would be happy to cover the unit, this claim is not and therefore we are not able to cover the cost.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us We do appreciate your feedback as this does help us with our customer service and service providersChoice Home Warranty was in full compliance with its terms & conditions.Best regards,CHW

I am rejecting this response because:
We have a statement from the technician stating that the failure to our unit is a parts failure, and not a pre-existing conditionIt does not fall under any of the conditions the company claims. We have made more than one monthly payment to this companyPrior to switching to Choice Home Warranty, we were covered by Old RepublicWe switched to have coverage for our septic system, but I will assume based on this experience that if there ARE any problems with that system, we can expect no help whatsoever from Choice Home Warranty
We will take our complaint to an attorney
r