Bass Services, Inc.

I wish to escalate my complaint regarding Choice Home WarrantyCaseNo***I filed this complaint that when I went to use this company's service they would never answer their phones, I tried to reach them for hours trying to use a repair service, their tactic is to just never answer their phones, when I went to call to complain and then to finally cancel it they just won't answer , therefore they do t have to pay outThey do answer if you wish to join and send money but when I called them they then say they can't do anything and say they will switch you to the right person , then they do and again they don't answer the phones again. I tried for over hours to use their service the I tried to cancel and their tactics are the same, they simply refuse to answer their phonesTheir response to the NJ Revdex.com was exactly the same as my complaint , to call them. I even had someone from from the Revdex.com call them, and guess what, they wouldn't answer their phonesTo finally cancel my connection with this company I had to cancel my debit card, so that they would not receive payments anymore.This company has over the years collected thousands of dollars, and when you call them to use their service their tactic is to simply not answer their phonesAnd when I filed a complaint with the Revdex.com they respond with the same, call usMaybe you should try to call them and you will see. Call me if I can assist you in elevating my complaint, this company is a huge rip off and needs to stop their practice, I think that they should return all money's paid to them

Complaint: ***
I am rejecting this response because:
It was not the belts or chains it was the gear that I was waiting on to be replacedHowever even though he finally came out weeks later it once again messed up a few days laterI called the technician and he never called backI called the call center and they placed a call to the technician and he never respondedI had to call the call center twice before they finally assigned another company to come outHe is coming out today so I will see what happens from here
Regards,
*** ***

*** ***,The notations in your claim do not reflect that you were advised that the heat exchanger is an excluded portion of the policy because it is not It would only be excluded if the exchanger had failed due to something that was exclusion in our policy as stated in Section F Limitations of LiabilityIn this case the exclusion was a lack of proper routine maintenance as specified by the manufactures specification. We received a picture of label on the unit which shows you had previous repairs completedFirst was A Board issue in and a new board was installed in , new condensing fan motor along with washing of condensing coil done in 2012.The second and third invoice was for a service agreement and service that was done where your technician found cracks on 12/15/which is right before you called in claim to usThere was no records showing consistency only when you had a repair to complete. Our policy specifically states that you would have to have routine maintenance done on your unit and the records do not show as such. We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy.Thank you,CHW

Complaint: ***
I am rejecting this response because:bathos system was properly maintained and had just been checked a few months prior and no issues were identifiedEven the technician that you sent has agreed that the system appeared properly maintained and the wire falling was one of those things that happen cannot be foreseen with proper maintenance.
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 compressor was cracked from the inside and unit was grinding very loud This failure could not have occurred within the short lifespan of your policy. Per our policy, 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 Customer Solution Specialist advised you about the outcome of the claim and as a goodwill gesture offered $to assist you on the non-covered claim You initially accepted this offer, however you changed your mind and requested to cancel your policy Please understand that you are entitled to a pro-rated refund, not a full refund as per our policy, Section Letter L of Cancellations:This 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.Per your request, CHW has cancelled your policy If you have any further questions or concerns please contact our Customer Solutions Department 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

[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 very disappointing to me, I am accepting it. They also stated to me on the phone, but was not stated in the stipulations listed with Revdex.com, They will only refund my full amount if I close out his complaint. I want my full amount. Please close out the complaint as a completely dissatisfied customer
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 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 reviewing your policy with CHW, we do see that you have paid $for a one year policy and CHW has authorized $in claims for you
Per the diagnosis that was provided to us, the failure is within water lines and the valve to the ice-makerPer our policy, Section DCoverage #states CHW does not cover failures that are due to this specific reasonHowever, if you do not believe that this is the failure, please provide us with a second opinion
Once we receive the second opinion, CHW will be happy to review the diagnosis
We do regret your frustration with this claim; however we are in 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 www.choicehomewarranty.com/useragreement. Upon review of your claim, we do see that the claim itself was not covered due to a lack of proper routine maintenance There was out of Freon and did a test for a leak, after the test was completed, it showed that there was a leak on the line set The tech pumped down the Freon in the condenser and welded the line set to fix the leak He did have it up and running however the unit was not installed properly and also the condenser coil was % clogged and started to leak again The tech stated that the coil was repaired at the line set leading to the coil and the screen at the evaporator coil was clogged. Per our policy, Section FLimitations of Liability #12, CHW states that we do not cover failures that are caused by a lack of proper routine maintenance and also Section FLimitations of Liability #which states that we do not cover any type of failures that are related to an improper repair or installation However, despite the exclusions that our policy states, CHW did provide you with a goodwill gesture in the amount of $to help go towards the claim Sam did authorize the payment for you and our records show that the authorization was completed on 4/28/and it does take days for our system to generate the checkWe do see that the check will be going to you home shortly.If you would like to contact us for an update, we will be happy to update you however we did process the goodwill gesture and the funds will be on its way.Thank you,CHW

Complaint: ***
I am rejecting this response because: Maytag went out of business several years ago and the warranty that originally came with the unit is no longer coveredI know this because I tried to fight them in years past for warranty but the parts manufacturer, Nordyne, said the company that bought the Maytag company and assets did not assume liability for the warrantyThey only offer a new warranty for equipment that is sold since the acquisitionIf Choice Home Warranty did the research they would have found that out as wellI have now been without air since I called the claim in on July and this is impacting my health. Please have someone call me to get more detailsAs I mentioned before, all service since Maytag went out of business had to be paid by me out of pocket for the above-stated reason
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 *** There have been numerous claims placed and approved under the policy with this contract which shows that CHW does pay on the warranty as indicated in the policyThe claim in question is the claim placed on 9/11/for the air conditioning unitThe diagnosis that was received from the technician indicated a leak in the condenser coils, the valves in the compressor were not pumping and there was also a restriction in the evaporator coilAs a result of the multiple failures the claim was not coveredThe failures are due to lack of proper routine maintenance which is not covered as outlined in section Letter F, Number of the policy 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 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 ***
In reviewing your complaint, you stated that you contact CHW for a technician to service the unit and he stated that the unit was still working but it had a weak compressorPlease note, CHW is not a maintenance service provider and we do not provide help with maintenanceThe claim was not covered per the policy Section FLimitations of Liability #that 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.”
If the unit is currently working, CHW will not fix itIf the unit has had maintenance done as specified by the manufacture, we ask that you provide records showing suchThe technician stated that the valves are weak which is causing the compressor to overheatPlease note that CHW does not cover valves however having routine maintenance can stop this from happening
We do ask that if the unit has stopped working, you send us the routine maintenance records and we will review them to see if we can have a more favorable outcome
We sincerely regret your frustration with this claim; however CHW is in full compliance with the terms and conditions of our policy
Regards,
CHW

Complaint: ***
I am rejecting this response because:
When I initially contacted the CHaw sales agent, I specifically asked about cancellation before the full term and the sales guy said it will be only the prorated amount and $documentation feeThere was never even a single word about the deducting the service costsIf this would have been the case, why would anyone buy a multi-year policy? When closely looking at the contract, it also states the fees will be deducted but not the full costs.Also, I did not ask you guys to cancel itI told the customer representative that I'll need sometime as I was in a total shock with the way I was cheatedI even called CHW to reinstate the policy(as I was losing som much money) and spoke to the sales manager but he was rude and did not even try to help
Regards,
*** ***

I talked to a resolution manager at Choice Home WarrantyThey have increased their repair offer to $of cancel offer to just under $1, I paid $1, I reject both of these offers as unacceptableI want the complete amount of the warranty amount that I paid $1,reimbursed back to me, and will accept nothing less Once again, they are in violation of the Magnuson-Moss Federal Warranty Protection Act rule on misleading and hidden statements in warranties, and not having the warranty visible for previewing before the time of sale onlineIf I have to take this further to get what is right by this company, in both New Jersey and Texas courts, I will, but I hoping that I do not have toI hope that you can help me resolve this matter.My desired outcome at this point is to cancel the policy and get a full refund of all monies paid for this policy $1,

Dear *** ***,Our policy as we stated before is online for anyone to view Once you had purchased the policy, you then had days to review the terms and conditions that are provided to you If you disagreed with the terms and conditions, then you could have cancelled then for a full refund However, since you continued to stay with us after the policy’s start date, we believed you understood the terms and conditions as stated in Section FLimitations of Liability # CHW does not provide coverage for failures that are caused by rust or corrosion and we do not cover any known or unknown pre-existing failures When you called your claim into our office, you were not speaking with a technician and therefore, your claim was submitted You paid the $service call fee because that is required in the policy in Section C Service CallsLastly, per section ACoverage, #we do expect all units to enter this policy with all units in perfect working order By entering the policy, you had agreed to this and yet did not do so since the unit failed only days into the policy.As a goodwill gesture, regardless that you have cancelled the policy, we will be happy to provide you with a refund of both payments that you made in the amount of $however since the service call fee was not provided to CHW we cannot offer that amount of $45.If you contact our customer service department, they will provide you with the refund of the policy.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 ***. After review of your policy, we do see that you signed up online for this coverage for auto renewal for a monthly policy In order for your to stop the payments from coming out, you would have to contact CHW to cancel the policy since there is a continuation for the policyWe will be happy to wave the past due balance that you have in the amount of $and cancel the policy however the amount that has been charged was due to the auto renewal for the monthly customers and it shows that you are on your 3rd year with us.Please kindly contact us and advise if you would like to cancel as it states in the policy, Section LCancellations.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 *** Upon review of your claim I do see that CHW dispatched a technician to your homeYou did not request to have a specific technician come to your home therefore we dispatched one for you We do understand your frustration with the technician damaging your floors but please see our policy Section F#that does state that we are not responsible for the technicians negligence or any damages that they might cause We highly suggest that you contact the technician and explain the damages that he had caused Unfortunately, due to the circumstances CHW cannot intervene with this issue, it would be between you and the service provider. We do regret the frustration with this claim however; CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW

Complaint: ***
I am rejecting this response because:After reading about multiple complaints for the same issue and realizing that the State of New Jersey Consumer Affairs Division received a settlement from them and is monitoring their shady business practices for the same complaints and misrepresentations, I refuse to drop this complaint The section in the contract they are referring to is very vague and the technician that the "company" hired to inspect the unit stated that due to the age of the unit (almost years old) that yes it was wear and tear The company states that the unit was being overused and overheated May I remind them that this is winter and the use of the unit is minimal It most certainly is not being overworked, however, the unit is old, but their warranty states that the age of the system is not a factor This is stated in their advertising They continue to use the same deceptive business practices that cause the State of New Jersey to go after them advertising, denying claims unjustly, and asking for service records This company needs to be shut down I have paid for a service that I have not received
Regards,
*** ***

From: *** *** [mailto:***] Sent: Monday, May 23, 9:AMTo: ***Cc: *** *** Subject: Complaint ID *** Dear Sir/Madam, I filed the complaint referenced above requesting the company
to complete the needed repair on our HVAC unitUnfortunately the unit became inoperable and has to be replaced; the new unit will be installed tomorrow, Tuesday May Total cost $10,512.00. I am now requesting that the cost of the repair be paid to me directly so that I can apply it to the loan we had to obtain to purchase the new unit

[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 spoke to Choice Home Warranty yesterday and we came to a mutual agreement. Please close my complaint. Thanks
*** ***

I am rejecting this response because:I am not pleased with their service and do not wish to be locked into a yr commitmentI've paid for that much service, however I would like to downgrade to one year of coverage. I will be willing to continue the service for one yearI would like my claim resolved as soon as possible.Regards,