Bass Services, Inc.

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]

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 our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claim for your dishwasher, it shows that CHW provided to you the cost of repair for this unit as stated in Section F. Limitations of Liability #16. Please see below:16. We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (which at times may be less than retail) to repair or replace any covered system, component or appliance.The technician stated to CHW that this unit was not worth the repair therefore CHW provided to you the amount it would cost for us to repair to go towards a new unit.We do apologize if this was not conveyed to you properly and we will speak with the reps that you had spoken to.  Unfortunately, you chose to cancel your policy and we are not permitted to provide any extra cost to you.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 cancel for a full refund within this time period.  Per our policy Section A. Coverage #3, CHW does expect all units that come into the policy in proper working order.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 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

Dear [redacted]We regret to hear your frustration and dissatisfaction of CHW.Please note that as of August 10, 2017 your policy has been cancelled and your refund of $375 has been credited back to your credit card.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, I do see that you placed a claim for your sump pump on 4/2/15 and then you placed another one on 5/8/16.  The failure that you had over a year ago was that the unit’s motor had failed.  CHW authorized the technician to fix the motor.  The failure that the unit is having this time is that there are rocks and sediment build up in the unit. This did not have anything to do with the motor that was worked on a year ago.  However, if you do believe that it is you are more than welcome to contact the previous technician since CHW is not responsible for the negligence of the technicians.  The technicians that come to your home are licensed and certified themselves. If you feel as though they had any part of the failure a year later, we do suggest that you contact them. This is per our policy, Section F. Limitations of Liability #19. However, the failure that you have now is non-covered per Section F. Limitations of Liability #8.We do regret your frustration however and we do thank you for your feedback and we do hope that we are able to resolve this with you.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],   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 policy, we do see that you have chosen to cancel with our company and no longer are with CHW. In review of the claim, I do see that the Refrigerator claim was not covered due to the poor condition of the unit.  The diagnosis came back stating that the unit was partially clogged and not defrosting due to this reason.  There are parts that needed to be ordered if the claim were to be covered however per our policy, Section F. Limitations of Liability #8 states that CHW is not responsible to “clean or maintain as specified by the equipment manufacturer”, it is also stated in Section F. #12 that we do not cover for lack of proper routine maintenance. The unit being clogged showed that the unit was not properly maintained. 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 that you submitted for your refrigerator on 11/14/15, CHW did dispatch a technician to you on 11/15/15 at 10:33 am.  Per our policy it states that CHW does have two days to find you a provider and dispatch them to your home.  It also says that if it is a weekend or a holiday we would have 4 days to do so.  CHW did dispatch a tech to your home within 1 day therefore we were in compliance with our policy’s terms and conditions.  Please see Section below:Section C. SERVICE CALLS # 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. We will determine what repairs constitute an emergency and will make reasonable efforts to expedite emergency service. If You should request Us to perform non-emergency service outside of normal business hours, You will be responsible for payment of additional fees and/or overtime charges.We do see that you have cancelled your policy and we do regret you chose that decision.  We also regret the frustration that you have had however CHW is in full compliance with our terms and conditions of our policy.Best regards,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

I spoke with Choice Home Warranty last week and they told me that I had to speak with someone named Terry who was not in the office.  I left Terry a voicemail but never heard back from anyone.I understand that the Warranty Company has offered me a portion of my money back but due to their shady business practices and unwillingness to do any work.  I believe I should be entitled to more.  In other words the company is trying to break even on this contract and I am out of pocket the difference.  I do not think it is fair and would like a full refund.Ex of shady practices: They claim to cover electrical systems but all electrical components seem to be excluded. Same with plumbing.Thus far they have found bogus reasons to deny claims and even when they agree the item is not covered they are refusing to fix and repair as they advertise.  This is a total scam.Thus far they have denied the following:Dishwasher is leaking: I was told it was covered but they refused to fix and repair as they advertised.  Instead they offered me $230 to buy out the claim for a dishwasher that cost $700  two years ago.Light socket broke: I was told Fixtures are not covered nor is wiringFan broker: I was told fixtures are not covered nor is wiringHad no hot water in shower: they diagnosed it over the phone as a valve in the wall, and I was told it was Not coveredSink stopper broke : I was told it was not coveredFaucet broke and leaking : I was told it was not coveredElectrical switch not working: I was told it was not coveredAll along I have paid a $45 service fee every time someone comes out .  Choice home warranty may claim that it costs them money to send reps out but two of them have told me that they only get the $45 I give them.  Also if multiple issues are discussed, ex. dishwasher and electrical, I paid two service calls on the same day and both claims were denied. So $90 for a 5 min diagnosis and denial. Reg the electrical issues it took over 3 weeks to get a rep to the home.  They kept assigning me the same rep in Miami, which is 70 miles away.  The rep refused to return my calls, likely due to the long distance for a $45 service call.  When I complained they reassigned me the same rep.  I was told they had no other reps in my area.  I was then told to take it upon myself to have someone: a) come out, b) diagnose the problem, c) have the tech wait before doing work and to call them to approve the work and the cost before it is done.  If denied I would be liable for the techs time while onsite and while on the phone with the warranty company.  Total sham.  This place should be shut down. Thank you in advance for your helpRegards,[redacted]

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],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

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 you have been provided with a refund in the amount of $63.00 by one of the representatives. Additionally, based on the information that you shared, it will be followed up on based on the misdiagnosis received from the technician that was there to diagnose the problem. If your technician was able to correct the issue and it was diagnosed as a hot water nipple being clogged, that is a maintenance issue. However, that doesn’t excuse a misdiagnosis. CHW has provided you with a free service call for your next claim.   CHW values all customers and wouldn’t want to lose any customers. However, if you would like to cancel your policy, please call the team directly at ###-###-####.   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 it is vibration of water follow, Why? it did not make a sound in the began of the year 2015, It make a sound on the middle of 2015. please give me the right answer which make me happy please.
Regards,
[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, we see that your policy had started on 10/8/15 and your claim was placed on 10/13/15, you had stated that the unit was working “last week”. As a goodwill gesture, we sent a technician out to your home at no cost and the technician advised us that the control for the user interface with the push buttons would not work, per the technician this failure would take longer than a few days that the policy was open to fail.Per our policy, Section A. Coverage #3 states that all units must be in proper working order on the start date of the policy.  Please see Section below: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.If you would like to cancel your policy, please contact us as we would then follow our policy Section L. Cancellations.We do apologize for any frustration that this claim has caused you, we have added the one free service call back to your policy as a good faith effort but we are not able to cover this claim for you.  CHW is in full compliance with our terms and conditions of our policy.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 [redacted].   A review of the claim shows that the claim was handled properly. Based on the diagnosis that was received from the technician, the claim is not covered. The failure was a result of damage to the cabinet being dented or damaged and causing a scraping sound. This is not normal wear and tear. Section Letter A, Number 2 of the policy indicates that CHW is responsible for repairs related to normal wear and tear. As a goodwill gesture, CHW did offer to provide you with $100 to be used towards the repair of the non-covered claim, however it was declined.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [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].   CHW apologizes for the miscommunication regarding the part for repairing your dryer. The claim is a covered claim and CHW has been working diligently to get the part to you. CHW does offer a reimbursement option in which you are able to select a local repairman of your choice, who will be reimbursed at the CHW rate. Prior approval is needed before the issue is corrected in order for the payment to be made. CHW representatives were attempting to assist you and when he came back to the line to provide you with an update and more information, the call had been disconnected. Please call the customer service team at ###-###-####.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW