BASS Services

Complaint: [redacted] I am rejecting this response because:If the AC unit is an outside unit and when you have 90% humidity year round in Florida Rust is bound to happenWe cannot cover the AC unit in a gold cover to protect it from rustIf Choice warranty doesn't cover rust than they SHOULD NOT be advertising that they cover everything regardless of the age of the appliancesI have a new unit which was installed less than months ago has gotten bit of rust due the climate in FloridaTo me this is nothing but advertising and ripping a customer off by saying things that is not covered via warrantyI want that Choice Warranty cover this claim due to advertising they have done and mis leading a customer Regards, [redacted]

Dear [redacted] ,CHW received and reviewed your records.Please be advised that the records do not show a model/serial number, and it also lacks information such as the pressure readings, amp draws, etc The outcome stands.As a goodwill gesture, we can offer you $to assist you To accept this offer, please contact us directly at ###-###-#### Monday-Friday 9am to 6pm EST.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 there was a failure with the blower motor that was caused by a lack of Freon in your system The technician that came to your home added lbs of Freon to your system Due to the lack of Freon in your system, this caused the blower motor to fail Per our policy, Section FLimitations of Liability #states that we do not cover failures due to secondary damage We do see that you have spoken to our mangers and they have explained to you that we would need proof that the technician did not have to add the lbs of Freon as he stated, and only had to add the one as you have stated We have your claim closed until we hear from you and we are waiting on you to provide us with this proof that the technician had adjusted accordingly CHW paid for the Freon to be added in the amount of $330.00.As a goodwill gesture, we have added one free service call fee to your policy This is a one-time free fee that we are providing you with.CHW does regret your frustration with this claim however we are in 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] We are prepared to offer a full refund of your policy in the amount of $as a goodwill gesturePlease call our customer service department directly at [redacted] We will be able to provide you with the relevant information needed to receive your refund 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.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 microwave was working, however, the door handle and touch pad assembly were broken Per our policy, Section Letter D, Number 9, CHW does not cover “ doors ”Please note that it was reported that there were no mechanical failures to the microwave therefore a broken keypad would’ve been caused by physical damage Per our policy, Section Letter F, Number 8, CHW is not liable for failures that occur from “ misuse ” The outcome of this claim remains non-covered We regret to hear your dissatisfaction with us Although you are not entitled to a refund, if you would like to cancel your policy, CHW will offer you the amount you paid for your policy, minus the amount of authorized claims, and minus the $administrative fee The amount we can refund you would be $To accept this offer, please contact our Customer Solutions Department 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 [redacted] ,We do understand your frustration however CHW cannot provide any type of assistance with this claim and therefore we would like to offer you a full refund of the paid policy in the amount of $375.00.If you would like to accept, kindly contact us at ###-###-#### and we will send you an agreement.Thank you,CHW

Complaint: [redacted] I am rejecting this response because: you ARE NOT in compliance! $will not even get a "similar replacement" as my contract states! I will be shopping for another company! You ALL are crooks Of YOU can replace my machine for $then be my guestBut..I suspect you can't And having to wait days for my money to go get another dryer is ridiculous! There should be NO REASON for it to take that long Pitiful excuse for a warranty! Regards, [redacted] ***

[redacted] ,We did receive invoices of repairs but we never received invoices of maintenance What we received did not have any information that would be on a maintenance record, especially the model or serial numbers It showed nothing about operating pressuresamp draws off compressor motor and testing caps and contactorsThese are things that should be on a maintenance record.As stated before, since your policy has been cancelled CHW would not be able to provide any type of help for this claim As per section L of cancellations, we waved the administrative fee and did not charge you for the claims that were paid.LCANCELLATIONThis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturerThis is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty You may cancel within the first days of the order date for a refund of the paid contract fees, less a $administrative fee and any service costs incurred by UsThis contract shall be non-cancelable by Us except for:Nonpayment of contract fees;Nonpayment of Service Fee, as stated in Section III;Fraud or misrepresentation of facts material by You to the issuance of this contract;Mutual agreement of Us and YouIf canceled after days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $administrative fee and any service costs incurred by Us All cancellation requests must be submitted in writingThank you,CHW

Dear [redacted] [redacted] ,We regret to hear your frustration and dissatisfaction with CHWPlease be advised that our policy states in Section Letter F, Number 16, that “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.” Our SrClaims Specialist advised you of the outcome of the claim in which you were not satisfied We strive to provide the best customer experience, therefore, we offered to purchase a new refrigerator; you declined this offer You accepted the funds of $in the form of a check, which you received and cashed on 9/18/17.Per your request, your policy was cancelled on 9/21/and your prorated refund in the amount of $is currently processing 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] The goal of CHW is to offer optimal customer service at all timesPlease accept apologies in the delay in getting the dishwasher installedThe unit has been ordered and should allow approximately business daysPlease call the customer service team at ###-###-#### for continued updates if you haven’t receive the unit CHW values all customers and wouldn’t want to see you leave, however it you would like to cancel please call the customer service team at ###-###-#### to handle this request We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, 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 claim, it states that the thermal expansion valve is leaking Freon and per our policy, the thermal expansion valve is an excluded itemPlease see Section DCoverage #Excluded: “Thermal expansion valves”.This would not be a covered claim as CHW is not responsible or repairs that relate to this item as it is an exclusion to our policy.We understand that you stated that you had to file complaints for CHW to goodwill your units, in this case this exclusion is not something that we are willing or able to coverPlease understand that CHW will not be reimbursing you the cost of the repair for the unit.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us We do appreciate your feedback as this does help us with our customer service and service providersChoice Home Warranty was in full compliance with its terms & conditions.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/useragreementA review of the claim shows that it was processed according to the policy Based on the diagnosis that we received, it stated that the magnetron and capacitor shorted Based on the serial number that was provided to us, it confirmed that this microwave is a countertop model that was built in with a trim kit This does not classify as a true “BuiMicrowave”Per our policy, Section Letter D, Number 9, CHW only covers “BuiMicrowaves.”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you understood.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] Your policy has an effective date of 8/14/with CHWSince the policy began there were claims that were placedThe first claim placed on 11/29/was for the heating systemThe diagnosis indicated that the filter was clogged which caused lack of air flowing and the unit needing to overwork and overheatThis displays a lack of proper routine maintenance and in accordance with the policy, Section Letter F, Number wasn’t coveredThe next claim was placed on 12/2/for the water heater which was leaking waterBased on the diagnosis there was a leak from the tankSection Letter D, Number of the policy indicates that main, storage and holding tanks on the water heater aren’t coveredA review of the claims show that both claims were processed in accordance with the policy We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Thanks for returning my call I have a few questions First I would like to respond to the message from H&H - am I able to do that or just "accept" his response Secondly before I got his response, he called on Tuesday, August 4, and his employees showed up within minutes of his call We discussed with the employees the sink hole and how they were going to fix it We were not happy with the way they were going to fix it because within a year or two we would have an issue So we just let them seal coat the driveway I am still not happy with this company but I DON'T want to deal with them.So what do I do now?
Regards,
*** ***

Business states they were there on Saturday to finish the job, but were unable to because of a vehicle in the drivewayHe states the seal coating will be done by Friday, 8/7/