Bass Services, Inc.

Complaint: [redacted]
I am rejecting this response because: I have been told that several times. When I call they say they have already spoke to me. None of this is happening. 
Regards,
[redacted]

The policy covers what is outlined as included in the written policy. The claim wasn’t covered, however, as a goodwill gesture, CHW opted to provide a payment in the amount of $85.00. Please accept the apologies of CHW if there was confusion as to how the promotional offer works regarding the free month. The policy does indicate in Section Letter L, Number 4 that there is a cancellation fee, less costs incurred. There are no additional funds due as a refund at this time.   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. We regret to hear your frustration and dissatisfaction with Choice Home Warranty.  Please see our policy, Section Letter L of Cancellations in regards to our refund policy. 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.As a goodwill gesture we will offer you a full refund.  We have already authorized $418.66, therefore, we will offer the difference of $173.34.  To accept these funds, 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 Bradley [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]   Please accept the apologies of CHW for the issues that you have endured with the technician not showing up as scheduled. A review of your policy does indicate that CHW did assign a technician within 24 hours of the claim being placed. As indicated in section Letter C, Number 2 “Upon request for service, we will contact an authorized Service Provider within two (2) days during normal business hours and four (4) days on weekends and holidays. The authorized Service Provider will contact you to schedule a mutually convenient appointment during normal business hours”. As CHW expects to provide outstanding service, there is no issue with reassigning a technician to your home as quickly as possible. CHW doesn’t tolerate customers being treated rudely and a review of the telephone call that you have mentioned and will be performed and there will be actions taken as a response. CHW cannot provide you with a new refrigerator by the end of the day, however would love to continue to work with you on having the repairs done on your refrigerator in accordance with the policy. Please call the customer service team directly at ###-###-####.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted]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,CHWRegards,CHW

Dear [redacted],The technician stated that you had someone come to clean the condenser before he arrived the second time but by that time the unit had a leak in the coils and a bad compressor. Having the condenser will not stop the rusted area that the leak was coming from.  This leak is from not maintaining the unit properly. The unit was out of Freon due to this issue as well. CHW cannot pay or assist for a claim that the policy is past due and the other policy you did the same thing, you stopped paying and are behind 10 payments.  The first policy is cancelled due to this non-payment. If you would like to cancel the policy, we would be able to do so for you but we are not able to do so without your approval. Again, you have 2 policies and one has been cancelled already for the 10 missed payments. If you intend to do this again, we can make it easier to just cancel the policy for you.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because: Now I'm faced with paying full price for a repair service for which I purchased a warranty for. I'm also unwilling to sign any release documents. 
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 that your claim was covered in accordance to the policy section Letter D, Number 6 in which CHW is not responsible for repairs related to hot water tanks.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

We do apologize that you are upset with this claim, our records show that this policy has been cancelled and due to that fact we are unable to approve  this claim that we deemed as not covered.  On 6/11/15, you spoke to one of our Managers here and you did confirm that your technician explained to us that the unit failed due to rust, again or policy doesn't cover failure with rust.Regrettably, this claim and policy have been closed per your request.Respectfully,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 [redacted]Although we do see that this claim should have been a non-covered claim per the policy Section A. Coverage #3 which states that all units must be in proper working order on the start date of the policy.  We see that this claim was covered and the technician advised us that he completed the repairs.Please note that you can view your policy as stated above online on our website or you can view it in the customers account center.  We have emailed you the policy for you to review as well.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because the terms of the agreement are contradictory.  As stated in the initial complaint, under the Coverage section in A.2, my system was covered as it became inoperative due to normal wear and tear:A. COVERAGE During the coverage period, Our sole responsibility will be to arrange for a qualified service contractor (“Service Provider”) to repair or replace, at Our expense (up to the limits set forth below), the systems and components mentioned as “Included” in accordance with the terms and conditions of this contract so long as such systems and components: 2. Become inoperative due to normal wear and tear; and Further, under section D where the details are provided for what is included AND excluded with regards the Air Conditioning units, there is nothing listed there addressing the evaporative coil.  Your exlusions did make mention of evaporative coils, but given that this has to be a very common issue, it should have said something specifically addressing the rust issue.  Rust will occur with normal use of the unit and  is unavoidable.  Your company knows this and should be obligated to make it clear to the consumer on this specific part/issue as this is one of the top 2 issues that consumers have with air conditioning units.   Choice has opted to cherry-pick their portion of the contract, but it is obviously in contradiction to what I have outlined above on 2 separate instances within the same contract. 4. AIR CONDITIONING/COOLER NOTE: Not exceeding 5 (five) ton capacity and designed for residential use.INCLUDED: Ducted electric central air conditioning, ducted electric wall air conditioning. All components and parts, for units below 13 SEER and when We are unable to facilitate repair/replacement of failed covered equipment at the current SEER rating, repair/replacement will be performed with 13 SEER equipment and/or 7.7 HSPF or higher compliant, except:EXCLUDED: Gas air conditioning systems - Condenser casings - Registers and Grills - Filters - Electronic air cleaners - Window units - Non-ducted wall units - Water towers - Humidifiers - Improperly sized units - Chillers - All exterior condensing, cooling and pump pads – Roof mounts, jacks, stands or supports - Condensate pumps – Commercial grade equipment - Cost for crane rentals - Air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications – Improper use of metering devices - Thermal expansion valves - Refrigerant conversion - Leak detections – Water leaks - Drain line stoppages – Maintenance - Noise. No more than two systems covered unless purchased separately at time of enrollment. We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications necessitated by the repair of existing equipment or the installation of new equipment.:
Regards,
[redacted]

Dear [redacted] [redacted] [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]   We hate to lose you as a customer, but your request has been documented in writing. You should anticipate a representative of CHW reaching out to you to assist with the cancellation of your policy.   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: What they are saying is not true. They weasel out  of their obligations using the pre-existing condition excuse. they have settled lawsuits admitting the same. Buyer beware, I guess. It's a shame because not only does it show them in a bad light but I am now reluctant  to get any home warranty with any company as I worry that the same situation will occur whenever I try to file a claim on anything. You will hear from my lawyer.

[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 will wait for the outcome of this claim to make sure the item has been repaired and the claim is closed. This complaint will require additional updates and response from the business.
Regards,
[redacted]

Dear [redacted],Unfortunately, CHW...

will take no further action with this claim as this policy has been cancelled.  Your prorated refund in the amount of $446.66 is currently processing and will returned to the credit card you had on file.If you are still have an issue with your unit, please feel free to contact the technician who repaired the dishwasher.  The technician can be reached at DDB Services ###-###-####. Regards,CHW

Complaint: [redacted]
I am rejecting this response because:I NEVER STATED THAT MY UNIT WAS NOT WORKING SINCE 9/2015?  I DON'T EVEN KNOW WHERE THIS COMPANY GOT THIS INFORMATION.  THE DAY I CALLED CHOICE WARRANTY WAS THE DAY I TURNED ON THE A/C AND DISCOVERED IT DID NOT WORK.  THIS COMPANY RECORDS THE TELEPHONE CONVERSATIONS, PLEASE SHOW ME WHERE I HAD STATED THIS FALSE STATEMENT THAT YOU ARE REFERRING TO. [redacted]
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 claim for your microwave, we do see that CHW did provide you with a check in the amount of $225.00.  We did however offer to replace the unit and on 1/19/16, we received an email from you stating that the unit that we offered to replace the one that you had was not “even close” to what you wanted or had.  Please review our policy Section F. Limitations of Liability #9 states that CHW is not responsible to provide the same dimensions, color or model that you originally had, we will replace with one that has similar features. Per your request, we did authorize the funds to you on 1/19/16 and our system takes 30 days to process the checks. We do regret your frustration however; CHW is in full compliance of our terms and conditions of the 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 the claim it appears that your claim was processed in accordance to the policy section Letter F, Number 12 which 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. Section Letter F, Number 8 indicates that CHW is not responsible for repairs related to rust and corrosion.   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 www.choicehomewarranty.com/useragreement. We regret to hear your wish to cancel your policy. Please refer to our policy Section L of Cancellations as you are entitled to a prorated refund: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.If you would like to move forward and cancel your policy, 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 Ms. [redacted],If you disagree with the outcome of the claim, you are welcome to provide CHW with a second opinion.  Please have your technician contact CHW at ###-###-#### select option 5 then option 1 to speak with our authorization. Please note that CHW will not pay for claims that are completed without authorization and your technician must be the one providing the diagnosis.Thank you,CHW