Bass Services, Inc.

Complaint: [redacted]
I am rejecting this response because:
Work would have been completed had choice warranty homered the agreement rather then making stuff up to avoid paying. You claim the drain si rusted and corroded, yet its plastic, how can it rust? You claim the shower pan is cracked , but I see no visible cracks simply surface scratches. You make stuff up to avoid paying. Again I request a refund for the service charge . 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: As is perfectly understandable, the story you are given about a product or service when you are being swayed towards purchasing the same is much more loosely presented than when you are trying to use the service you paid your hard earned money for.  To begin with the salesman on the phone explicitly told me that he would lower my technician charge to $35 in stead of $45.  Lies to start with and then he stated that "everything"  in my condo would be covered (appliance wise). Also, what about that one month free...of course that month is to be used at the end of the year not the first month. Now I wonder why that is..HUMMMMM.  Are all of us sheep supposed to accept the way some company's conduct their inappropriate business?  I DON'T THINK SO!!!!!!!!!!
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. 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 system was low on Freon.  Your system being low on Freon indicates that there is a leak somewhere in the system.  When the leak is not visible, a technician must perform a leak test.  A leak test would determine the location and cause of the leak, and in addition, the technician would take pictures of the location of the leak, the indoor and outdoor coils, and the model and serial number of the unit.  Per our policy, Section Letter D, Number 4, we do not cover leak test.  You agreed to have the technician perform the leak test.The results of the leak test stated that there was rust/corrosion found on the evaporator coil that caused the coil to form holes which led to the Freon leak.Per our policy, Section Letter F., Number 1, CHW is not liable for “…malfunction or improper operation due to rust or corrosion of all systems and appliances…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied, therefore, you requested to cancel your policy.   If you would like to process your cancellation, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM.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 www.choicehomewarranty.com/useragreement. In review of your claim it shows that the failure was caused by rust.  CHW receives the information from the technician along with pictures.  Once the leak detection test was provided to us, it was then confirmed that the failures were a cause from rust.  As I explained to you via email, CHW does not cover failures that are caused by rust.I did provide you with an offer and that offer does still stand.  CHW will provide you with a refund of the policy and subtract the amount that we have paid for the other approved claims that you had.  This would be a refund of $259.00.  You already have the release agreement and if you wish to accept, please send it back to my attention at [redacted]We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,Tracy M.

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 the policy, it shows that you purchased the Total Plan Coverage for one year in the amount of $550.00 on May 9, 2017.  This coverage became effect on June 9, as our policy states in Section B of Coverage Period “Coverage starts 30 days after acceptance of application…”Based on the diagnosis that we received, it stated that blower wheel failed and needed to be replaced.  Based on the time you stated the unit failed, which was June 24, 2017, this failure was determined as pre-existing as the failure would not occur in the short lifespan of the policy.  Per our policy, Section Letter F, Number 1, CHW is not responsible for any known or unknown pre-existing conditions.Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied.  We strive to provide the best customer experience, therefore we offered you funds in the amount of $100 to assist you.  You declined this offer and requested to cancel your policy. Per your request your policy has been cancelled as of July 5, 2017.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

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]

We do apologize that we misunderstood you when you called to cancel your one policy with us.  We did provide you with a refund and will be more than happy to provide you with a pro-rated refund for the other 2 policies that you have.  Please advise me or contact our cancellations...

department and we will cancel them both out.  The refund would be for each $782.20.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because: Please be aware that we know the paragraph that Choice is citing.  This rule does not negate the fact that the Choice should be held liable for the substandard repairman.  The reality is We now have to spend money to repair a problem cause by someone they hired.  We can keep going backward and forward to no avail.  We will continue to pursue in another way.
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]   A review of your claim shows that the claim was processed according to the policy. The compressor on the unit was shorted to the ground. This occurs from excessive overheating and with lack of proper routine maintenance and is not covered in accordance with the policy section Letter F, Number 12. CHW doesn’t require that customers provide maintenance records, however, you are invited to submit the maintenance records to have your non-covered claim reviewed in hopes of a more favorable outcome. You can submit the records to [redacted] and be sure to include the claim number on all documents. CHW has offered to provide a goodwill gesture payment in the amount of $200 to assist with the repairs of the non-covered claim and it has been accepted. CHW will be sending the payment. Please call the customer service team directly at ###-###-#### if you have any questions.   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:
Regards,
[redacted]
  This does not address the issue of the  1st company assigned to my case and did not show up and I called CHW to state my dissatisfaction with the company assigned .  The  2nd company assigned [redacted] showed up on 6/7/16 and resolved the issued.  So I did not call any technician or company on my own.

Complaint: [redacted]
I am rejecting this response because stating the washer was overused/stuffed doesn't suffice.  This is basically some reason someone made up to not cover the washer.  I took the $200 buyout after complaining and  complaining to get something.  I still can't believe this was the reason they rejected it.  I currently have 4 different policies with Choice Home.  Just today, I had another furnace problem rejected at another property.  Why?  They said it had some rust and corrosion causing a heat exchanger to go out.  Guess what?  Not covered.  Are you kidding me?  An 18 year old unit and you don't expect to find some kind of age (rust etc. etc) in the unit?  This unit was even serviced mid 2016.  I called the technician and they couldn't believe CH wouldn't cover a dime of it either.  They said, Why do you even have insurance on your HVAC system then?  They won't ever fix it.  The best one to date, was an issue with a garbage disposal.   Guess what?  It wasn't covered either when it died.  Why?  It wasn't properly maintained over the life of the unit.  Who carries an  annual maintenance policy on a garbage disposal?  The only thing Choice Home is good for are plumbing  stoppages. That is it.   Hard to reject a hairball in a PVC pipe. Furthermore,   Every time I call to complain, they said, Mr. [redacted], we show we have covered some of your issues.  Well thank you, Choice Home..  but you never cover anything that gives you peace of mind.  The Major appliances and HVAC systems.  They even know what $ amount they said they have covered.  It is a made up number that basically WILL NOT go over the amount you paid up front.  I am totally convinced this is how they run their books.  I have been told on the  305 E 17th by  numerous customer service people that they have paid out $1900 since the inception of the policy.  Guess what, I paid a total of $2143.  Now I can't get anything approved.Revdex.com needs to check into the company and read the numerous complaints on [redacted].  The rating is just over one star out  of 5.  I finally just starting to do some digging and my complaints are NOT unique.  The warranty they provide is fraudulent and misleading.  Even the ads they have while you are on hold, lie to you.  They say basically they cover all units no matter the age.  Yes, they probably do cover all old units as long as they aren't older than a year.   Please help.
Regards,
[redacted]

[redacted],We do believe that this complaint has been resolved.  By providing CHW with the signed release agreement, you did agree to the settlement offer.If you have any questions or concerns, please contact us at ###-###-####.Thank you,CHW

Dear [redacted],We do understand your frustration however rust or corrosion is not covered under our policy.  As we stated please see Section F. #1 & F#8. We were advised by the technician that this is the part that was rusted out and the reason for the claim not being covered. Since then, CHW offered to provide you with a goodwill gesture which you have not contacted us back with and you have cancelled the policy.If you would like to accept our offer, we are willing to assist with that amount since this is specifically against our policy.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because:The company that was sent to me was a fraud. My pump needed minor repairs. After calling for a second opinion and paying for it out of my pocket 100.00 fixed the issue that was clearly minor. As well I paid and had to wait 30 day before the policy took effect meaning I paid for 2 months of service not 6 days 
Regards,
[redacted]

Dear [redacted]We regret to hear your frustration. The pictures we received showed that the unit had a small chip on the heat exchanger and based on the diagnosis, is not effecting the operation of the unit.  Please note that the invoice does state that the system is currently operating.  At this time, the outcome remains and no further action will be taken as there are no failures reported. 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 we do see that you had placed a claim with our company on 12/7/15.  This was one day into the policy, per the technician’s diagnosis it was stated that the compressor had gone bad and needed to be replaced.  He stated that the relay was bad as well and would also need to be replaced. We were advised that this type of failures could not happen within the day that the policy had begun.  Per the policy, Section A. Coverage #3 states that all units must come into our policy in proper working order.  You are provided 30 days before the policy begins to ensure that all of your units are working properly before the actual policy does begin.We also state in Section F. Limitations of Liability #1 that CHW does not cover failures that are pre-exiting to the policy’s start date.We do regret your frustration, we do however urge customers to read the policy before they sign up online as you did, this way you can view the coverage and see what the included items are as well as the excluded.Best regards,CHW

Dear [redacted] M [redacted],I do see that CHW has reimbursed you the $120 for this claim.  As a goodwill gesture, I have added a onetime free service call fee to your policy in the amount of $45 for your next claim if you have one.  CHW cannot reimburse you for any time that you had taken off.  The technician that we sent to your home was a licensed technician and we do have the paperwork to show such.  Our customer service department does not have access to this information however the Territory Managers do and it has been verified.We have placed onto your policy never to send this technician back to your home since you were not comfortable with them.  The reason that the technician did not go back to the home was because this was a non-covered claim per his diagnosis of having a clogged vent.  Per our policy this would be considered maintenance which we do not cover.  Again, we do see that you were reimbursed $120 and we have placed a onetime free service call fee under your policy.Thank you for being a valued customer of CHW.CHW

Complaint: [redacted]
I am rejecting this response because:
I need to see the actual check, until then I will keep rejecting your responses. And by the way, it's not a Good will gesture from your side. it's your company's duty to take care of the customers on demand. It's very unfortunate that I have to follow my complaint through through the third party. So it's my good will gesture to stay patient and still not receiving the check.
Regards,
[redacted]

Although the garbage disposal claim was at another location, it was under this policy wish constitutes a paid claim. At this time, CHW has made the adjustment and apologizes for the oversight. However, there is nothing more owed at this time. CHW did follow the guidelines outlined in the policy.   Regards, CHW

Dear [redacted],We do understand your frustration however we do see that we advised you that if you disagreed with the outcome of the claim, you could provide a second opinion for our review.  We  have it documented that we did also advise you that you could send in maintenance records to show proof of maintenance.Since your policy is cancelled, and you paid monthly we would be happy to provide you with a full refund of the funds you paid to us in the total amount of $186.68.If you would like to have a full refund of the policy, please contact us and we will send you the necessary paperwork for the refund.Thank you,CHW