Bass Services, Inc.

Complaint: [redacted]
I am rejecting this response because: You are incorrect....the vendor told me he was not going to come to my house and asked if I told you all to stop sending him work orders....this company is a scam and need to be shut down...I do deserve atleast 3 to 4 months free....
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 www.choicehomewarranty.com/useragreement. Upon review of your claim, we do see that the failure of the unit was that the Freon was out of the system due to a leak in the evaporator coil.  It was stated that the failure was caused by rust and or corrosion which is not covered under our policy per Section F. #8.  However we do see that CHW has our Manager reviewing the claim for you and is going to reach out to you to try to find a resolution.We do look forward to reviewing and assisting you.We do regret your frustration however, CHW is in full 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 claim, we do see that the failure of the unit was due to the evaporator coils rusting out and causing the unit to seize, short to the ground. This is a clear sign of lack of proper routine maintenance. However; CHW does not cover failures that are a result of rust or corrosion.
We do see that we wanted to offer you a goodwill gesture and assist with the new unit but you declined any type of goodwill and proceeded to cancel the policy which CHW agreed to do and we provided you with a pro-rated refund of $526.28.
If you had the unit maintained properly, you could have advised CHW of this and sent in the records of maintenance and we would have reviewed the claim; however we are unable to do so not due to the fact that the policy is cancelled.
We do regret that you are frustrated with this claim however CHW is in full 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 [redacted].   CHW apologizes that you are having issues with rectifying the problem with the technician that performed your work. The claim was approved and paid by CHW. CHW is not responsible for secondary damages. Section Letter F, Number 19 of the policy 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 performance. You also agree that we are not liable for consequential, incidental, indirect, secondary, or punitive damages”. The initial failure was the motor which was covered, however, the control board damages are a result of the initial failure and will not be covered.   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:  If CHW response to the complaint was to provide "free service call as a goodwill", when was I supposed to be made aware of this act and what would the service call be in reference to.  Clearly your CHW representative communicated to you that repairs were paid by the owner given the cold weather and the fact that a child is present in the home.  Again, the owners were never informed by your repair contractor or the CHW representative the extent of the damage that you have stated.  The owners were only advised that following a brief EXTERNAL examination of the unit that there was a short in an external wire due to "inferior Chinese manufactoring".  Also during an initial conversation with your CHW representative the term, "corrosion" was the only descriptive used as justification for denial of the claim.  At no time did your repair contractor remove any part that could access the internal mechanics of the unit.It is unfortunate however it appears that CHW and its representatives have gone to great lengths in creating facts to support an unsubstantiated conclusion given the varied reasons provided to deny this claim.  
Regards,
[redacted]

I do not accept their answer.  My whole complaint was that they are misleading.  I still receive emails from them everyday saying how, don't worry about home repairs again and never pay for a repair again but yet when your item does break down, just as you can see in their response, they say it's not covered by saying:Per our policy, Section Letter F, Number 1, CHW is not responsible for any “…known or unknown pre-existing conditions.”So tell me how is that not misleading, they tell you what you want to hear to have you join the program and yet when a covered item that I am paying for is not "covered", they can tell you this reply for everything. So your "covered" item, again, that I am paying to "cover" is not covered.

Complaint: [redacted]
I am rejecting this response because: You need to go back into your call recording system and pull all calls for my account and this claim. You will see that I know the fine prints you copied as your response. That's why I asked your associate specific questions regarding using our own technician because your assigned one failed to provide service within the timeframe you've mentioned. It will be apparent that we followed all the steps your claim specialists told us to take to avoid situation like this. And if you don't have such capabilities to pull back recorded calls them you should invest in an application to do so.Regardless I have contacted a legal counsel to review this case. You can choose to stop your investigation here but I will push forward with legal action.You need to understand that fulfilling your end of the agreement and "customer experience" are not hype words to put into your advertising.  
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]
* Upon review of your claim it appears as if it was processed in accordance to the terms of the policy. Section Letter F, Number 8 states, “rust and corrosion” are not covered. The policy with CHW doesn’t require an inspection be done, however, the policy is not effective until 30 days after the date of sale to allow customers an opportunity to be sure that all covered appliances are in proper working condition as outlined in section Letter A, Number 3. This states that “systems and components are in place and proper working order on the effective date of this home warranty contract”. Additionally, there were questions related to the maintenance of the unit. The warranty is not a maintenance contract. Section Letter F, Number 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”.   CHW apologizes for the ordeal you endured regarding a lack of communication and less than positive attitudes. This is not the level of customer service that CHW provides to their customers. The goal is to not only provide peace of mind but also a positive customer experience. The reason your refund would be less than what is expected is based on the terms of the contract indicated in section L with the cancellation as stated, “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”.   We do regret your frustration; however CHW is in full 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 [redacted] Upon review of your claim for your water heater, it was advised to us that there was a lower heating element that caught fire and burned out all of the electrical.  There was a short in the wiring due to the electrical failure.Per our policy, we do not cover failures that are due to fire nor do we cover failures that are secondary failures. This unit failed due to the element catching fire which would make the failure secondary to the main issue of the electrical fire.Although this was a non-covered claim, CHW did provide the technician with $600 towards the repairs of the unit. We do regret that there was negligence from the technician however per our policy Section F. Limitations of Liability #19 states that CHW is not responsible for the negligence of the technician as well as the secondary damage. We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy. Regards,CHW

[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.Upon review of your claim, I do see that we had resolved this
issue with you and have provided you with a buyout in the amount that you had
agreed to of $300.00.  We do apologize
for any frustration with this claim and do value you as a customer. Your check was authorized on 10/16/15 and does take 30
business days to process.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 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 microwave was not heating due to a burned out magnetron.  Please note that your model and serial number confirm that this is a countertop microwave.  Your model number is for the “GE Profile Series [redacted] Countertop Microwave”Per our policy, Section Letter D, Number 9, CHW only covers “Built-In Microwaves.”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you stated we covered your microwave before.  Please understand that your microwave claim dating back in 2014 was for a different model and serial number in which we offered you funds to purchase a new unit.We do regret your frustration, however CHW is in full 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 [redacted]   Upon review of your claim it appears it was processed in accordance with the policy section Letter F, Number 12 in which CHW is not responsible for repairs related to lack of maintenance. There were records submitted to review for the claim, however the records sent do not demonstrate a breakdown of tasks completed during the breakdown but instead invoices. You may send in a detailed breakdown of what was performed during the maintenance of the unit 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: Could you please point out where in the contract the latch is excluded?  I have included the pertinent section of the agreement below.  I suspect that you are trying to say that the latch is part of the door, but the hinges, handles and door gaskets are also part of the door, and they are specifically excluded.  Note that the latch is not specifically excluded, therefore it is covered.   [redacted] “11. DISHWASHER INCLUDED: All components and parts, except: EXCLUDED: Racks - Baskets – Rollers – Hinges – Handles – Doors – Door gaskets – Damage caused by broken glass - Cleaning"
Regards,
[redacted]

[redacted],Per our policy, Section A. Coverage #3 states that all units must enter the policy in proper working order.  The fact that this unit had so many issues shows that the failures could not have happened within the timeframe of the policy.  Your policy had not been open for more than 28 days before you placed the claim and a unit could not have the failures that it had within this timeframe.CHW does understand your frustration and since you have cancelled the policy, we cannot accept a second opinion as you have tried to provide however we are willing to provide you with a full refund of the paid policy and place it back onto your credit card that you used to sign up with us.  If you would like the refund of $67.50, please contact us and we will provide you with an agreement that we will ask for you to sign to settle this matter.Thank you,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 satisfactory to me.
Regards,
[redacted]

[redacted],The technical term for that “tarnish” is corrosion which CHW does not cover.  You are more than able to provide us with a second opinion if you would like however with the diagnosis that we have, the claim would not be covered per Section F. #1 as well as #8.Thank you,CHW

Dear Ms. [redacted],We do regret the frustration that you have experienced with CHW and very sorry to hear that anyone in our company had been rude to you in any way possible.  At your request, CHW is willing to provide you with a full refund of the policy.  We have emailed you a release agreement that allows us to provide a customer with a full refund and not cancel per the terms of the policy.Please see the email that had been sent to you from our Customer Advocate Tracy and please reply to her.Once again, we do regret your frustration and thank you for advising us of the customer service experience that you received. Thank you,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].   A review of the claim shows that the claim was processed according to the policy. As it was indicated previously, smart gas valves aren’t covered in accordance with the policy section Letter D, Number 5. When CHW reviewed the unit further when it wasn’t working, it was determined that the unit had a cracked heat exchanger due to rust and corrosion. Section Letter F, Numbers 1 and 8 indicate that CHW doesn’t provide coverage for repairs related to rust and corrosion. However, CHW did direct you to contact your manufacturer as the repair may be covered under your manufacturer warranty.   We do regret your frustration; however CHW is in full 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 http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claim that you had placed, CHW did not approve the claim for a lack of proper routine maintenance as stated in Section F. Limitations of Liability #12.  We did however as a goodwill gesture offer to assist you with the claim and purchase a condensing unit and $100 which you declined.  We then offered you a full refund of your policy, which you had declined.  Please note, we do not place anything in writing as far as an offer but we can provide you with a written letter that shows why your claim was not approved and from what is in your claim, I do see that we had.We are very sorry for your frustration but there is nothing more that we can do at this time for your policy/claim. If you would like to accept one of the offers, kindly contact us.Respectfully,CHW

[redacted]We do regret the frustration that you dealt with, we have requested that the check be reissued to you at the address that we have on file which is [redacted].We requested that the fee associated with the reissue of the check be waived as well.  This has been approved and the check will be reissued tomorrow for you on 7/25/17.If you have any questions or concerns, please feel free to contact CHW at ###-###-####.Thank you again,CHW