Bass Services, Inc.

Complaint: [redacted]I am rejecting this response because:When I purchased the warranrty I received a little booklet in the mail that said appliances And it goes thru a list of the applicace but not one time does this booklet say anything about things that are not cover had I know this I would not have gotten the Ins. No normalperson would agree to such a policy that would would not cover the drum, only the inside of the water heater and for you to say you offer me 400.00 dollars as a goodwill when the water heater man said it was goingto cost 725.00 which mean had I not only paid 1,125 or the insurance but I would also had to pay for the finish of the repair to my water heater. For that I could have kept my 1,125 and bought my own water heater.this company doesn't care about nothing other than, making the money and once you need to make a claim they will find a way to deny you so that you will have to pay for your own repair. Regards,[redacted]

Dear [redacted],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 [redacted]  Upon review of your policy that began on 6/11/15, I do see that you placed a claim for your Air Conditioning unit on 6/15/15.  This was only 4 days after your policy began, per our policy Section A. Coverage #3 Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or  multi-unit home) is applied, and appropriate fee is paid. Coverage 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 homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE:  This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.All units must be in proper working order the day that the policy began, per the technician your unit had a bad compressor and it could not have gone bad within 4 days, this takes a long time to fail.  We do apologize for any frustration that this has caused.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 providers.Best regards, CHW

Complaint: [redacted]
I am rejecting this response because:
Compressors can fail for many different reasons:  wear and tear, age, improper installation, poor maintenance practices, power surge etc. You all agreed to megetting a second independent opinion and when that opinion did not come back in yourfavor, you declined my claim. I sent you all a paid invoice where the technician stated thatdue to the age of the unit, the failure was due to wear and tear. 
Regards,
[redacted]

Records indicate that a mutual agreement has been made between you and CHW and a $500 check has been processed for you. If you have any questions, please call customer service at ###-###-####.   Regards, CHW

Dear Jonathon Ward: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, we do see that you placed a claim for your refrigerator unit and we did dispatch a technician to your home to help with the unit.  We see that the technician did try to resolve the issue with the purchase of parts that CHW did approve. We did offer you a buy out of $450 that you had declined and stated that you did want your own technician to come out to your home.  The technician that you had provided us with a diagnosis that is a clear exclusion to our policy; he stated that the unit was leaking.Please see Section D. Coverage #3 that states CHW doesn’t cover leaks of any kind from a Refrigerator.EXCLUDED: Racks - Shelves - Lighting and handles - Freon - Ice makers, ice crushers, beverage dispensers and their respective equipment - Water lines and valve to ice maker - Line restrictions – Leaks of any kind - Interior thermal shells - Freezers which are not an integral part of the refrigerator - Wine coolers or mini refrigerators – Food spoilage – Doors - Door seals and gaskets – Hinges – Glass - Audio/Visual equipment and internet connection components. We do apologize and we do understand your frustration.  CHW does have a policy for all our customers to view and to follow.  We are not able to make acceptations’ for customers with the end result being a non-covered item. We also see that your policy has been cancelled; due to the fact that you no longer have a policy with us, we are not able to provide you with the service or funds that you have requested.Please feel free to contact us at our toll free number ###-###-#### to review your claim.Respectfully,CHW

Dear [redacted],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 [redacted]Upon review of your claim, I do see that the parts for your unit are no longer available.  Per our policy, Section F. Limitations of Liability #9 states that “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.”The amount that was offered to you was the amount that we would provide for the buyout amount that was offered was assist you purchase a new unit.CHW does regret your frustration with this claim however we are in compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted]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. In review of your policy, you purchased the Total Plan coverage with the Pool-Spa and Second Refrigerator optional coverage on April 17, 2017.  Our policy states in Section B of Coverage Period that “Coverage starts 30 days after acceptance of application…” which made your coverage start date May 17, 2017.A review of the claim shows that it was processed according to the policy.  You called May 30, 2017 stating that the refrigerator was not cooling and the freezer was not freezing.  You also stated the last time it was working properly was May 27, 2017.  Based on the diagnosis that we received, it stated that the compressor and relay shorted.This failure would not have occurred in the short lifespan of the policy as it takes time to fail.Per our policy, Section Letter F, Number 1, “…known or unknown pre-existing conditions.”At this time, the outcome of this claim stands.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

The tire roof is not added in your exclusion list with all other rooms that you are showing. Second I signed the contract based on the fact that you're offering limited roof coverage
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Please allow 7 to 14 days for the credit for the month of December to appear in your account. CHW apologizes for the confusion, however, it has been handled. Please feel free to call the CHW customer service team at ###-###-#### with any questions.   Regards, CHW

[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 [redacted], and find that this resolution is less than satisfactory to me.
I had to open two requests for the same issue, so counting the days from the second request is not ok to me...I have already started looking elsewhere for another warranty company. You may want to change your websites claims and your processes and employees they have zero compassion and from what ive been told your cs reps often just hand the phone to the person next to them instead of a supervisor when someone asks, so doesnt surprise me that the person I  spoke with was so rude....Regards,
[redacted]

Dear [redacted],We regret to hear your frustration.  CHW has re-reviewed this claim and will honor your request for the reimbursement of your blower motor at CHW’s cost at $367.50.We have authorized these funds; please allow 30 days for the processing time before the check is mailed out....

 If you have any further questions or concerns, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm EST.Regards,CHW

Dear [redacted], We regret to hear your frustration, however, CHW did authorize funds to the technician for the leak test, as a goodwill gesture. Unfortunately, you insisted on cancelling your policy, therefore the technician did not move forward with performing the leak test. At this time, we are unable to further assist as your policy has been cancelled upon your request. Regards, CHW

Dear [redacted], 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 [redacted] Upon review of your AC claim, we do see that the failure was due to rust or corrosion. Please refer to our policy Section F. Limitations of Liability #1 that states that CHW does not cover for failures due to rust or corrosion. We do see that you chose to cancel with our company, per Section L. Cancellations there would not be a refund because you paid for each month for that specific month.  Had you paid for a year or more in advance, and then you would be entitled to a refund. We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy. Regards, CHW

Dear [redacted]: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 [redacted]  Upon review of your policy that began with CHW on 11/3/15, we
see that you placed a claim for your Heating System on 11/17/15 stating that
the unit would not come on at all.  CHW
dispatched a technician who stated to us that the inducer is stuck and won’t
break free.  The inducer assembly is a
component that wears down over time and a lot longer than the 14 days that you
had your policy for.Per our policy Section A. Coverage #3 states that all units
must be in proper working order on the start date of the policy. This claim was
not covered since the policy had just begun and you stated that the last time
it did work was last year.  On 11/24/15, I
do see that we did offer you a goodwill gesture for this claim to assist with
the repairs but you had declined.We do regret your frustration with this claim however CHW is
in full compliance with our terms and conditions of our policy.Best regards,CHW

Dear [redacted],   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 [redacted].   Upon review of your claim, it appears that you chose the option of obtaining your own technician. This is an option that we offer to our customers and provide information on the reimbursement policy. When reimbursing technicians that are hired by customers, you are reimbursed at the established CHW rates. All customers are also subject to the Service Call Fee, which you paid. Regarding the policy rates, you were charged $493.00, you made two payments of $123.25, additionally, there was $131.00 paid out in claims and in accordance with section Number L, cancellations are subjected to a $50.00 administrative fee. As a result the balance due is $65. Please feel free to call our customer service team directly at [redacted].   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Complaint: [redacted]
I am rejecting this response because:  The company has been less than honest in dealing with me on this issue.  Even their instructions to call the cancellation department at ###-###-#### results in a recording which tells you to put in a pin number of your choice, but any pin I submitted was rejected.  They have already cost me more than I would have paid if I did not have them "looking out for me!"  $750 is not acceptable and I plan to continue to pursue this action until an acceptable response is achieved.  I now find that the company was fined over $700,000 for fraud for cases such as this and they are still operating in the same fashion they were prior to being caught.  They do everything they can to not pay customers anything.  They indicate they disapproved my claim because of lack of maintenance.  The technician that came out did not indicate anything like that.  His words were (I was standing there while he was on the phone), "the filters and the unit all look good."  The company's response in this case is simply not acceptable.
Regards,
[redacted]

Dear [redacted],   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 [redacted]
* In accordance with the policy section letter L, you have been refunded $280.00 on June 21, 2016. You are entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50 administrative fee and any service costs incurred by us.   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/useragreement.com.Upon review of your AC claim that you placed on 8/26/15, I do see that the diagnoses that came back from the technician stated that the unit had a bad blower motor.  CHW did authorize that repair and then the compressor had locked.  Since the blower motor was replaced and the compressor had locked, this shows that the unit was not properly maintained. On 9/1/15, we received repair records from you and it showed that you had work completed to the unit but not maintenance on a regular routine basis.Per our policy, Section F. Limitations of Liability #12 states:We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For 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 see that you have cancelled the policy and since CHW had paid more for claims than the policy itself, you were not provided with a refund but we did not charge you the $50 admin fee as a good faith effort.Please see Section L. Cancellations:This is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.  You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:1. Nonpayment of contract fees;2. Nonpayment of Service Fee, as stated in Section III;3. Fraud or misrepresentation of facts material by You to the issuance of this contract;4. Mutual agreement of Us and You. If canceled after 30 days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50 administrative fee and any service costs incurred by Us.  All cancellation requests must be submitted in writing. We do urge customers to read the policy to fully understand what is and isn’t covered.  If you should have any questions or concerns, please feel free to contact us.  You can always view the policy online as stated above.Regards,CHWAs per the claim, CHW is in full compliance with its terms & conditions.  Respectfully,CHW

Dear [redacted]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.CHW normally will not discuss a claim with the tenant of the home but we will advise that we have authorized the agreed amount of goodwill gesture in the amount of $350.00.  This is over the amount that CHW would pay for a claim such as this.  This claim was not covered due to you not following the policy.  Please see Section C. Service Calls #3. You have to have CHW’s authorization before you have a claim completed.You spoke to a supervisor and she agreed to send you $350, which you did accept.  CHW will not be able to cover any more of this claim as it is a good will gesture and not a covered claim.We do regret your frustration with this claim however; CHW is in full compliance with the terms and conditions of the policy.We urge all customers’ to review the policy within the 30 day grace period that is provided before the policy begins.  You have this time to ensure that all units are in proper working order as well as to cancel for a full refund within this time period. Best regards,CHW

Mr. [redacted],As a resolution to your policy, since you clearly do not agree with the terms and conditions; we will offer you the amount that you paid $1750 minus the amount that we paid in claims $895.00.  This would be more of a refund that you would receive if you were to cancel the policy per the terms.  the amount that you would receive for this policy if you chose to agree to this would be $855.00.This is for the policy that is located on [redacted] Chairman.  If you chose to cancel the other policy that you have with CHW, you would have to cancel it per the terms of the policy. Section L. Cancellations.If you agree to this solution, please contact us and we will send you a release form to have the amount placed back onto the credit card that you used to sign up with us.  This process will take 10-15 days once the release has been received.We have documented it in the policy, if you chose this option please contact our managers and advise them that you are accepting the offer placed in the Revdex.com response and we will start the process for you.We do hope that this is a better resolution for you.Thank you,CHW