BASS Services

Complaint: [redacted] I am rejecting this response becauseNo where is it stated on the repair form that there was a problem with the balancing of the washing machineYou can use this play on words all you want, the washing machine did not drain properly and took a long time to wash and also was unstableI have read thousands of complaints on items that you simply do not cover and reject claims on for some reason or another that you make up yourself, and that is not trueI do not accept that this claim was filed properly and therefore you chose to reject the coverageYou need to refund our money for the service call, and refund us for the entire amount of the warranty in the amount of $We did not use your services, and when we did you invented a reason not to cover itThe $does not even come close to covering the repair of the machine as quoted by the individual that you chose to send out hereI'm not happy with your choice of verbage, and I have looked at the contract in detailThis is not the issue with this particular repairGet it right, own up to the fact that you need to make your customers happy, and quit rejecting claims for anything and everything! It's downright dishonest and fraudulent! 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/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 drain in the freezer was crimped and wouldn’t allow the water to drain out It was also leaking from the drain pan The crimped drain in the freezer would not have happened from wear and tear Per our Section Letter A, Number 2, we only cover failures that “Become inoperative due to wear and tear.” Please note that we do not cover any refrigerator leaks Our policy states in Section Letter D, Number that we do not cover “ Leaks of any kind ” Our SrClaims Specialist advised you about the outcome of the claim and our policy and because you did not agree with the diagnosis, we advised you that you are entitled to getting a second opinionYou advised us that you reach out to the technician who will be going back to your home for to take another look at your refrigerator Once we receive an updated diagnosis, we will be in contact with you, until then, the outcome of the claim standsWe 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 Choice Home Warranty was highly unprofessional, unethical and failed to provide any service even though they claimed and advertised toThe company never sent me any information nor catalog regarding the contract agreement, except e-mailing me "The Welcome letter" with contract numberNo contract information was mailed nor received from this companyI have no communication what so ever with this company until nowMy home A/C was not cooling and was brokenI made the service call, but it was a nightmareI got a big run around for days in a row for no valid reasons and company offered cash money for the service which was not acceptableThis company insisted and talked me into a contract for years and asked FULL payment for yearsNo services were performed by this company and I was not aware that they will not fix anything in the home under warranty if you make the service callIt is a complete rip-off and I would like to have all my money refunded since no services were provided by this companyI hardly had this company 2-months Regards, [redacted]

Thank you for your email today 9/23/and helping us resolve this issue for you We do appreciate your patience and understanding of the mistake that happened and we are happy that we could fix it for you.Respectfully,

Complaint: [redacted] I am rejecting this response because: They did not provide information at the time of the agreement Several hundred others have also made complaints about this c0mpany to Revdex.com doesn't look like I AM THE ONLY ONE WHO THINK S THEY ARE DISHONEST SM Regards, [redacted]

Dear [redacted] [redacted] ***,You purchased your policy on 1/2/which became effective on 2/2/17.We contacted you via email on 3/3/requesting updated information, in which you advised us that you would call in to give the updateWe never received a request to cancel your policy If you would like to cancel this policy, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM ESTCHW will honor your request and refund the $143.32.Regards,CHW

Dear *** ***,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 water heater tank was leaking water and needed to be replaced Per our policy, Section Letter D., Number 6, CHW does not cover “ the main, holding or storage tanks .”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel due to your dissatisfaction Per your request, your policy has been cancelled as of June 29, 2017.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/useragreementA review of the claim shows that it was processed according to the policy Based on the diagnosis that we received, it stated that there was internal failure in the compressor This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor This failure occurred from a lack of proper routine maintenance.Per our policy, Section Letter F, Number 12, CHW is not responsible “ for repairs or failures that result from the Contract holder’s failure to perform or routine maintenance...” Our SrClaims 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 as a goodwill gesture, we offered you $towards this repair You declined this offer We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Unfortunately, CHW is not able to reimburse for funds that weren’t paid directly to CHWThe funds were paid to the technician and if there is an issue with the diagnosis made by the technician, please contact the technicianAs indicated in section Letter F, Number You agree that we are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performanceYou also agree that we are not liable for consequential, incidental, indirect, secondary, or punitive damages Regards, CHW

Thank you for your feedback and for allowing CHW to resolve this matter for you I do see that you had spoken to Sam and he had offered you a full refund for the policy due to the non-covered claim I do apologize that we were not able to assist with this claim but am happy that we were able to offer the full refund CHW would never want a customer to have a policy that they feel is not helpful or useful; hence the full refund.Kindly send the paperwork back to my attention at [redacted] or you can fax it to us as I mentioned in the email that I had sent to you at ###-###-####.Thank you again for the feedback and for your patience with this claim We do apologize for any frustration that this has caused.Respectfully,Consumer Advocate

Dear [redacted] We regret to hear your frustration. Please note that [redacted] have been assigned to your claim. You may contact them at ###-###-#### to schedule an appointment.Regards,CHW

[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] ,I guess I have no option but to accept. But yes the booklet does have the ways out for the CHW not to pay. These are not in your adds. If these things are in your warranty you should have them inspected and refused to warranty this item. You accepted the responsibility of warranting this item. I paid you in good faith. I have only owned the home less than 3 years and had this A/C unit worked on twice. Nothing was told to me about rust or anything. But a unit 20 or 30 years old likely does have rust. I know nothing about what is inside the units. ALSO I heard the lady offer $135 not $150 but that is still low, The lady was hard to understand, but she hung up an me before I, we could finish talking. I guess she was finished I was not, I don't like being hung up on. 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 policy that began on 8/7/15, we see that you placed a claim for your oven on 8/8/15 stating that the oven was not coming on at all. We also see that we had sent 2 different technicians to your home and the first technician stated that the unit did not display any functions and needed to have the computer board and display replaced. The second technician stated that the units were not heating and the bake element had shorted.When speaking with you, on 9/11/15, we did review the call where your wife had stated that the unit had not worked since you had moved into the home. Per our policy, Section A. Coverage #3 states that all units must be in proper working order upon entering the policy. This claim was placed one day after your policy started and per the technician these are not failures that can happen within one day. Also, per your conversation with our supervisors you had stated that the unit did not work either.We advised you that an inspection report does not show if a unit has been properly maintained, it will show if a unit turns on or off. The failure that you have with the oven is not something that could happen within the timeframe of the policy.On 9/15/15, you had spoken to our escalations manager and he advised you of this exclusion in our policy and explained again to you that you can cancel the policy and CHW would provide you a pro-rated refund as per Section L. Cancellations but this claim would not be covered as stated above. We resent you the policy for your review.We do regret your frustration with this claim however; CHW is in full compliance with our terms and conditions of our policy.Best regards,CHW

Complaint: [redacted] I am rejecting this response because:I was never told to get preauthorizationAnd again if you are not in compliance if you cant find contractors in my areaI did not request your services so I could do your jobAll I get from you is the constant runaroundNo straight answersYou have charged me with a service you can not fullfillThen tell me to find my own contractorTell me again how you are in complianceAt the very min I am still requesting the full amount to be paidDo your job and we wouldnt be at this point 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, there were two technicians that came to your home and both stated that the unit was lacking proper maintenance They stated that the units were low on Freon; this can cause the compressor to over work and over heat This would not be wear and tear; it would actually be considered secondary damage as it made the unit fail.We do see that you are requesting to have a full refund of your policy Please review our policy Section LCancellationsThis 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 writing.If you would like to cancel your policy with us, you can call our cancellations department rather than send a letterWe do regret that this claim will not be covered per our policy Section FLimitations of Liability #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 water tank was leakingPer our policy, Section Letter D, Number 6, CHW does not cover the main, holding or storage tanks.Our SrClaims 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 $to assist you on the non-covered claim You declined this offer and requested to cancel We regret to hear your frustration If you would like to cancel your policy, 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] ,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 most recent diagnosis that we received, it stated that your technician took the relay, therefore, our technician cannot diagnosis the unitPer our policy, Section Letter F, Number 8, CHW is not liable for “ missing parts ”Please note that we that our Customer Solutions Specialist advised you that you would be reimbursed $ The funds were authorized on August 1, Please allow days for the claim to process before the check is mailed out.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: why should have had to pay for a leak detection if the claim was going to be denied anyway After the leak was detected I was told the it was not covered because it was the fact that the unit was pre mature wearThey said the coils should "on average" last around years My unit was years old If they would have told me that first off, I would not have paid the $for the leak detection to begin with All they had to say was your unit was not years old or older so there would be a good chance Choice would not cover the leakChoice made me feel that if they could locate the leak then they would warranty the repairExplain to me under my circustance what kind of leak would have been covered if it was not the coil By the way, our AC units have been serviced regularly every year so there was no neglect with the equipment on or end

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 claims shows that the claims were processed in accordance with the policyIn regards to the microwave claim, the diagnosis that was provided did indicate that the control board needed to be replaced, however, the model number indicated that your microwave was a counter-top Section Letter D, Number of the policy indicates that BuiMicrowaves are covered This does not apply to the counter-top microwave In regards to your garage leak claim, the information that was provided did indicate that the ceiling of the garage was leakingSection Letter E, Number of the policy indicates that repairs of shake, shingle, and composition roof leaks over the occupied living area are covered This did does not apply to the garage.This is the policy that was sent to you upon purchase of the policy in June A link is also included above for your convenience and is also available online We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policyRegards,CHW

Complaint: [redacted] I am rejecting this response because: I was not explained when I bought the warranty on my housethey said that ac will be cover Regards, [redacted]