BASS Services

Complaint: [redacted] I am rejecting this response because: I am not questioning the company policy but rather the unacceptable wait time of any where from 45 minutes to 11/2 hours! There is no reason why someone can't call me and get this matter resolved. I just tried calling again and was told the wait time would be 1/2 hr. That ain't gonna happen. I can be reached any morning (AZ time) before noon. No wait time. Regards, [redacted]

Dear [redacted] We regret to hear your frustration and your wishes to cancel your policyPlease understand that we are at our peak season, therefore, we are experience higher than holding times.We have sent a request to the Customer Solution’s Department for a specialist to reach out to you in regards of your request Please allow 24-hours for the request to process.Please note that our Customer Solutions Department hours are as follows: ###-###-#### Monday-Friday 9AM to 6PM ESTRegards,CHW

There was water coming out of itI don't know how it got full so quick, but it certainly did!! 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 the claims were responded to accordingly in connection with the established policyIn section Letter F, number 8, we are not liable for repair of conditions caused by ruse or corrosionAdditionally, as indicated in policy section Letter D, number 4, we don’t cover leak detections We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

I will accept the $refund for CHW [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/useragreementUpon review of your claim, we do see that the claim was not covered per a lack of proper routine maintenance and also we do not cover wire tracing However we do see that you stated you were going to provide a second opinion because you did not agree with our technician.We will wait for your second opinion and then review the claim.Regards,CHW

Complaint: [redacted] I am rejecting this response because:I said in the message I bought a new one I did not say it was installed yetIt does take awhile to ship direct from the mfg Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:Choice warranty has given us at least companies to contact several said they no longer accept choice customersAs for access to the air conditioner there is a foot single path the leads from the corner of the front part of the houseAt the time the unit stopped working we were covered by choice home warrantyAlmost weeks went by before I stopped payment due to the fact they could not get anyone out here to attempt to get on the roofWe have had a company taking care of the unit for the past two yearsThey come every months and have never had trouble getting access to the unitOn July 1st I called an independent air conditioner company who had no problem getting access to the roofOn July 2nd a new unit was replaced with no trouble getting access to the unitI was covered by choice home warranty at the time the work was doneNow because I stopped payment because they could not provide any help to usWe spent a week in a hotel then returned home for two weeks in degree weather and choice just keep giving us repair companies to callNot one we come out after the first companieThe guy had his ladder up to the point of access but got into a argument with his boss and spent hours here arguing with his bossHe wanted us to cancel the service call with choice and wanted us to schedule a maintance call with his companyWithout ever getting on the roof to check the unit all he wanted to do was sale us a new unitHis name was [redacted] once he informed me he quit he gave me his personal number and wanted me to call himWhen I contacted his boss [redacted] he informed me they would not be sending anyone outThus began the merry go round of companies choice gave us to call with no results of any repairman coming outNow choice refuses to process our claim because they want paymentWe had coverage at the time we had repairs doneChoice is responsible for this claim as I was covered when I had the repair doneThey did nothing to make sure we got our air fixed for weeks in some of the hottest weeks this year in ArizonaEvery company the provided us with refused to accept the jobIf needed I can provide you with every company who refused to come outof the companies informed me they no longer we're accepting choice clientsI do not anticipate that I will receive a penny toward the cost of the new unit I got even though choice recommend I hire my own company and send them a reimbursement claimThey now claim the reimbursement claim cannot be processed until I make a paymentI was covered at the time of this claimIt took weeks to get this done and had we not hired a company on our own we would still be sitting here in the Arizona heat with a month old baby who walked around with red cheeks from the heatWe were having to give him a bottle of pedilite everyday to keep him hydraytraedWe were spending days at malls visiting friends anything we could to get out of the heatWe were forced to buy fans to try to keep it cool at night so we could sleepWe keep telling choice about the heat problems and they didn't feel the need to rush someone out hereThey don't even know they are giving customers companies to call who no longer accept there clientsWhen I call them they say they cannot discuss my case until I give them a paymentI will not give them another payment until they honor this claim.I can send them a bill but there not going to process it even though I had coverage at the time this beganMaybe if they had someone get on our roof over the weeks it took for my account to become past due I would still be paying on my accountThe bottom line is the need to handle this as I was covered by there warranty at the time I had the work doneThere is no reason choice should not process this claimAccording to [redacted] the first techniation who came out choice will deny the claim any way because they don't cover major repairsThere game is to cover minor repairs and nothing moreAnd that's probably why he wasn't interested in checking my unitAll he wanted to do was sell me a new unit and cut choice warranty out of the processIt's hard to continue to pay money to choice home warranty when they did aboustly nothing to help repair our AC unit for over weeks Regards, [redacted] ***

Dear [redacted] ,In regards to your dishwasher claim dated 9/7/16; this claim was covered If you are currently having issues with your unit, please contact us directly and place a claimIn regards to your oven claim, dated 6/7/17; you were advised that the parts needed to make the repair You were offered a different colored part to be installed or the funds lieu of the repair You accepted the funds and requested to cancel If you would like to cancel your policy ###-###-#### 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 [redacted] . Upon review of your claim it has been noted that the claim was covered in accordance with the policy. Under the guidelines section Letter F, number 12, repairs needed due to lack of maintenance is not covered. Additionally, under section Letter F, number 8, repairs needed due to rust and corrosion aren’t covered as well. We will be happy to work with you if you can obtain the records from your previous maintenance company. 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 http://www.choicehomewarranty.com/user_agreement.php.Upon review of your policy, we see that you purchased it on 2/28/and it began on 3/28/15, this is the day grace period that you have to review the policy that was mailed and emailed to you or go online to our website as stated above and view the policy You could even go to the customer portal to view your policyIf within these days you disagreed with any of the exclusions of the policy, you are able to cancel for a full refund You did not cancel the policy therefore we understood that you read the terms and conditions and agreed to them.In reviewing the claims that you had placed prior to this specific one for the Air Conditioning System, CHW did cover the claims you had for the previous AC system issue and a plumbing issue.In regards to this claim, we were advised that the failure that you had with the unit was caused by a lack of proper routine maintenance This is something that CHW requires in our policy as it is stated in Section FLimitations of Liability # We require that all units are properly maintained per the manufactures specificationsWe asked you to assist you if you would have liked to provide us with maintenance records to show that you did have maintenance done You advised CHW that you did not have any such records If you would like to provide us with the records of maintenance, we will be a happy to review.We do regret your frustration with this claim; however CHW is in full compliance with the terms and conditions of our policyThank you,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 I just want to ensure that I am getting the $and the$service call refunded, and the reimbursement for the heat sequencer of $

Dear [redacted] In order to validate that it is your unit that is being service or maintained, the maintenance records should include the model/serial numberIn addition to this, you have submitted one record Please note that your unit should be routinely maintained based on your manufacture’s specifications – this suggests that you unit be maintained 1-2x a yearThe outcome of the claim standsWe strive to provide the best customer experience, therefore as a goodwill gesture, we will offer you $to assist you on the non covered claim To accept this offer please contact us directly at ###-###-#### Monday-Friday 9am to 6am ESTRegards,CHW

Dear MsG [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 see that you have spoken to one of our managers and have come to a mutual resolution.We do regret your frustration and are happy to hear that we are able to assist with this claimRegards,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 have placed a claim for your washer and the technician advised us that the suspension on the unit has rusted This caused the unit to fail Per our policy, Section FLimitations of Liability #states that CHW will not cover failures due to rust or corrosionYou stated in your complaint that you would like a full refund of the policy, we show that you have made payments in the amount of $ We show that CHW has paid out $in your claims We are willing to provide you with a refund of what you have paid into the policy $minus claims paid $and we would refund you $ We would waive the $cancellation fee as well Please note that monthly customers’ are not entitled to a refund because they do pay for each month as it is being used Customers’ that pay for the policy upfront for a year or more, they receive a pro-rated refund of the balance of what they did not use of the years remainingAgain, since you are a monthly customer you have not paid out money for the year, you paid by month but we are willing to cancel your policy as it does have to be a mutual agreement and provide you with a refund of amount paid, minus claims paid.Please contact us and this will be documented in the notations of the claim We will have to require you to sign an agreement because we are assisting to provide you back funds outside the policy guidelinesOnce you send the agreement back to us, we will refund you this amount.We regret your frustration and do urge all customers to read the policy and contact us with any questions.Respectfully,CHW

[redacted] Please send the records of maintenance to [email protected] and we will review the claim Please note that the technician does not make the determination of the claim, they provide us with the diagnosis and CHW’s authorization department will make the determination.If you would like us to review the claim, we will do so by reviewing the records once they are sentIf you would like a refund, we will be able to provide that to youPlease advise us which route you would like to take.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 www.choicehomewarranty.com/useragreementA review of the claim shows that it was processed according to the policy Based on the invoice that we received, there was no diagnosis stated as it only showed there was a fan motor and capacitor replacement on the unit Please note, that in addition to not receiving a diagnosis, this repair was done without prior approvalPer our policy, Section Letter C, Number 3, “ We will not reimburse for services performed without prior approval.”We strive to provide the best customer experience, therefore we went outside of our policy guidelines and offered you the reimbursement cost at CHW in the amount $185.Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied Although the service call fee must be paid on every claim that is placed, we waived the $service call fee and increase the reimbursement to $ You accepted this amountPlease allow days for the check to be processed.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

CHW is currently awaiting the signed agreement that was sent to you via email on August 25, and via US Postal mail on September 14, Once we are in receipt of the signed agreement, the refund will be processed 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 be able to assist all customers and offer peace of mindPlease accept the apologies of CHW if you weren’t able to be put into contact with a manager immediatelyAs the claim was not covered and CHW didn’t seem to meet your needs, they wanted to provide you with a full refundIt has been requested that a manager reach out in an effort to assist youPlease call the customer service team at CHW directly at 1—###-###-#### 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] We do apologize for this mistake; we will review the cancellation refund and make sure that this amount is not deducted from your refund If we do see that it has been, we will provide it back to the credit card that you have on filePlease allow our billing department business days to investigateBest regards,CHW