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Reviews BASS Services

BASS Services Reviews (2015)

Dear [redacted] The first claim that you placed for your Air Conditioning System was on 5/14/which happen to be the same day that the policy began This claim would not be covered due to the policy restrictions stating that all units must enter the policy in proper working order.You also stated in that claim that your unit had not worked in weeks prior which does show that this claim would be pre-existing to the policy.The second claim that you placed for the same AC system, CHW did not cover due to the fact that the failure is a specific non-covered issue that is in the excluded portion of our policy Please see Section F#and #that state that CHW does not cover failures that are caused by rust or corrosionThis unit failed due to a leak that was cause by rust.We do see that you are still a customer with us, and if you would like to cancel the policy, CHW will be willing to provide you with two payments that you have made in the amount of $38.75.We do ask if you accept this offer, please contact us and we will provide you with a release to accept.Thank you,CHW

Dear [redacted] ,We do apologize for all of the trouble; we have reached out to our Territory Managers to have the tech contact youWe do agree that this was postponed in error and that is why we have offered you a onetime free service call fee for the inconvenience The part has been ordered and we urge you to contact the technician to find out when it is or if it has arrived and schedule a date.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] CHW sends all of our customer’s a copy of the policyWhen taking advantage of our policy online we also provide a copy for your recordsWe have included the link above for your reviewThe policy outlines that leak detection tests are not covered in section Letter D, Number Additionally, the policy also stated in section Letter F, Number that we don’t provide coverage for issues related to rust or corrosionOur records reflect that your requested copy of a written denial was received on June 11, We ask that our customers allow to business days to receive this informationThis was sent to you via email on June 21, Please let us know if you haven’t received this information and we will be happy to send it to you again 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, however, we have already reviewed the second opinion diagnosis and stand by the outcome as not covered due to the failure not being wear and tear We are still willing to offer the funds in amount of $to assist you as well as one free service call for your next claim To accept this offer, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:pmRegards,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 assetWe 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 purchaseIt may also be found on our web site at [redacted] Upon review of your claim, we do see that it was not a covered claim due to a lack of proper routine maintenanceYou provided records to us however they were not of maintenance, they were records of repairs that were done on the unitThe difference between the two are that routine maintenance is done yearly on a unit and repairs are only done on the unit when something is wrong We do see that as a goodwill gesture, CHW has offered to provide you with $towards the unitWe do hope that you consider this offer as it is a goodwill that is to assist you with your claim We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Sincerely, CHW

Complaint: [redacted] I am rejecting this response because: I do not feel that pre existing clause is fair on any consumeras soon as you buy a appliance it starts depreciatingand parts start to wearI do feel because mine was a new warrantythat it should not disqualify me from the warranty I was promisedand paid forit apparently is all to do with money and how much you have paid them at the time something breaksin my case it was not enough apparently? they seem to be able to fix or not fix whatever they will not lose any money on? although eventually they will make it backI believe these dealings are dishonest to any consumer that takes out a warranty with this companya warranty should be a warranty and should be stood behindI believe I should contact consumer affairs on this matter also 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] In order for CHW to send a technician to fix the issue, there needs to be an active policyThis policy is no longer active and as a result, CHW is not able to dispatch a technician 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: The technician that did the repair was one that was in contract with Choice Home Warranty and one that had been sent to my home before on a previous occasion by Choice Also he told me that he contracted jobs for Choice Home Warranty This technician sent the necessary photos that were requested by Choice the very same day of the repairI was not told by the Manager at Choice the photos needed to be sent before the work was done, at the time I spoke with him about the leak detection test not being covered As I said earlier the problem started over the week end and in the beginning I was told by Choice I was at liberty to use a local technician which is why I called technician # on SaturdayThis leak of Freon in my attic was under extreme condition and very hot conditions that could have been extremely dangerous I would like to think that a Company that I pay my money to each month would be there for me when I need them and not look for ways or loop holes to not honor my claimThis is a legitimate claim that should be honored by Choice Home Warranty I certainly do not accept Choice Home Warranty's response Regards, [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 our web site at [redacted] All of our information was sent to you upon your start date as wellYou did receive a hard copy and an email with the policy’s terms and conditions.Upon review of your policy, I do see that CHW has assisted you in your previous repairs for your dryer We do regret the frustration with this current claim for your Air Conditioning System Per the diagnosis from the technician that we received, stated that the leak in the system was caused by the rust and corrosion that you had on the unit Per our policy, Section FLimitations of Liability #states “The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.” Also, if routine maintenance was done on this unit, the part of the unit that had rusted enough for the leak could have been preventedPer our policy, Section FLimitations of Liability #states that CHW will not be responsible for repairs that are lacking proper maintenance The customer has to follow the manufactures specifications in regards to the cleaning of the unit and also they would have been able to assist with keeping the unit from having a leak Please see Section F#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.We do regret your frustration with this claim, CHW does appreciate your business but unfortunately this would not be a covered claimWe urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us 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 www.choicehomewarranty.com/user-agreement/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 board failed and needed to be replaced Please be advised that burn marks were found on the old board – this was due to a power surge Per our policy, Section Letter D, Number 7, CHW does not cover “ Damages due to power failure or surge Circuit Overload”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied If you would like to further dispute this claim, you are entitled to get a second opinion at your own expense If you choose to get a second opinion, please submit the detailed diagnosis to [email protected] for review If the diagnosis is different we would adjust the outcome of the claim accordingly.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policyRegards,CHW

[redacted] ,You are requesting funds that is lower than we authorized but since the account is cancelled we are not able to authorize any amount for this claim We are happy that you have found a company that will be able to assist you in the manner of which you would prefer Our policy states that we have the right to offer you funds in lieu of repair or we can offer you funds towards a new unit This amount that was offered to you is the amount that we would have provided to you for a new unit and if there was additional cost, you would have to pay out of pocket for that expense We do regret your frustration with this claim but unfortunately CHW is not able to assist you with a cancelled claim.Regards,CHW

Dear [redacted] Please be advised that your policy has been cancelled as of 9/25/and your check in the amount of $1,was sent on 9/26/ Your check number is [redacted] .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, we have noticed that we have been awaiting a response from you after receiving the requested picturesPlease call our customer service team directly for further informationThey can be reached 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:Sales Person did not mansion any thing you stated in your email also compressor shortage is common wear and tear which is not mention in your email I feel like you guys trick us to get premium and through us in ditch and give us run around at this Point I need my Premium back and once you refund my money my policy should be canceled because I don't want to deal with misleading company and feel like I been fraud by your sales person and your company 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, we do see that this claim was not covered because there was fire damage and per the policy CHW does not cover failures due to fire Also, per the policy we do not cover the actual tank If your tank has to be replaced, this would not be covered by our policy This is stated in Section DCoverage #6.All customers are provided days prior to the coverage start date to review the terms and conditions of the policyThey are able to cancel their policy if they do not agree with the terms within those days for a full refundWe do regret your frustration however; CHW is in full compliance with the terms and conditions of our policyAll of our best,CHW

Complaint: [redacted] I am rejecting this response because:I replied to Choice home warranty asking for funds for the repair of the oven with the proof that I have coverage from an existing company [redacted] for four yearsI was happy with that company .Choice offered a better rate,So I purchased an agreement Now , They are implying that my oven was not working to full capacity during the time of enrolling into their contract agreementI would have used my old companyChoice offers low introductory agreements and states preexisting problems to avoid the repair( all appliances are new in the beginning )until they are used .Choice offered to return my contract feeI wrote a request on my document and had it notarized another fee as they asked .The never offered an additional one hundred dollars to also help with the repair .My question is can they take away my constitutional right if one is dissatisfied with a company's serviceI will except my $ plus the addition assistance I am sending a copy of their document that I modified [redacted] Regards, [redacted] ***

Dear [redacted] ,We have already added a onetime free service call fee onto your policy from the last response that we had placed.We do thank you for your feedback and we documented the policy.CHW

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 policy, I do see that you had placed a claim for your Heating System The claim that was placed on 9/22/was not a covered claim due to the fact that there was a rotted out condensation line and per our policy, Section FLimitations of Lability #states that we do not cover failures due to rust or corrosion.We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

I do apologize, this was incorrect and you are correct The charge should have been $not $and we have refunded the extra $back to your credit card as of today We have explained to the cancellations department that this is incorrect so it doesn't happen to anyone else.Thank you very much for showing us this mistake as we will go though all cancellations to ensure accuracy.Respectfully,CHW

Complaint: [redacted] I am rejecting this response because: CHW has overlooked the fact CHW that they FAILED to provide the services they promised under said warrantyThen CHW has the nerve to accuse me breaching the contract by requesting a refund on the policy after days of the policy being activeGiven the horrific response times and treatment thet I suffered CHW should be happy to do the right thingNo matter, I expect a full refund Regards, [redacted]

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Address: 113 South Colonial Heights Drive, Georgetown, Kentucky, United States, 40324

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