BASS Services

First of all, when the technician came out, he never even looked at my plumbing issue with my whirlpool tub, because he said he was there to service a garbage disposal for which I didn't know what he was talking aboutHe refused to let me contact Choice and left immediatelyWhen I then called Choice, you did nothing for hours and when I finally contacted Choice again, it took another hours for you to advise of a new service provider they didn't work on whirlpool tub which was my original order of repairsWhen I then contacted you again, you advise me that the technician said, he did service my tub and it could not be repaired and there was nothing you guys could doI asked to speak with a Supervisor and the Supervisor told me there was nothing she can do and I still owed the technician when he didn't even spend minutes in my houseSo that is when I cancelled the planThis is the worst company I ever dealt with, with horrible customer service skills and blatant disrespect for the customerI would never use your services again and wouldn't dare recommend you to anybodyYour companyIs the worst company I ever dealt withNo professionalism or regard for the customerYou will not get away with this!!!!!

Dear [redacted] ***We regret to hear your frustration and dissatisfaction with CHW. We strive to better our business practices, therefore we have submitted your feedback to the Director of Vendor relations, who will look into this matter. In regards to our refund policy, please see our... policy, Section Letter L of Cancellations: This is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty. You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us.This contract shall be non-cancelable by Us except for:1. Nonpayment of contract fees;2. Nonpayment of Service Fee, as stated in Section III;3. Fraud or misrepresentation of facts material by You to the issuance of this contract;4. Mutual agreement of Us and You. If canceled after 30 days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50 administrative fee and any service costs incurred by Us. All cancellation requests must be submitted in writing.If you wish to cancel your policy, please contact us directly at ###-###-#### Monday-Friday 9am to 6am EST.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:It is obvious that CHW has crafted its policy in such a way as to take the customer's money without having to replace items under warranty that do wear out with ageThe many exclusions attached to "covered" items nullify the coverage--just another slick way to take moneyIt is for this reason that I am cancelling my policy with CHW, and so will those whom I referredThey are outraged! This is a sleazy company that does not have the best interest of the customerI'm going back to my previous home warranty company that actually replaced my A/C-Furnace at another residence without any hassle, as well as that of a friend whose unit went outNot only did they replace the unit, they provided her with a couple of heaters while the unit was being installedAll CHW has done for me is tried to dodged the responsibility.Consider this my final responseI am done with CHW 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 .We do see that you were provided with a policy via email as well has hard copy in the mail showing what we do cover and what we do not. Per our policy, we do not cover tankless water heaters. The claim that you had submitted to us we were not able to cover due to this reason. Please see Section D. Coverage #6 of the policy.I also see that we did provide you with a one time free service call fee that was placed on your policy as a goodwill gesture to assist you with the service call fee that you had given the technician for this claim. If you would like to cancel your policy, please refer to Section L. Cancellations of the policy and see that we do charge a $50 administrative fee and then will provide you with a refund of the months that you have remaining. Since the policy has been in effect for longer than the 30 days after purchase, we are not able to provide you with a full refund.We do hope that you do reconsider and review the policy, we are always willing to assist with questions pertaining to the coverage.Thank you,CHW

Complaint: [redacted] I am rejecting this response because: This is the problem with ChoiceThey reject things and don't call you back or research thingsAs I CLEARLY stated there are TWO (not one) outstanding claims they rejectedThey did not do research on eitherRegarding the stoppage it was ground level accessibleThey can (should!) call the plumber to confirmThe receipt clearly states that they snaked the system Regarding Claim number [redacted] They also rejected that one, even though the item was clearly included in the same paragraph which states:PLUMBING SYSTEM/STOPPAGEINCLUDED: Leaks and breaks of water, drain, gas, waste or vent lines, except if caused by freezing or roots - Toilet tanks, bowls and mechanisms (replaced with builder’s grade as necessary), toilet wax ring seals - Valves for shower, tub, and diverter angle stops, rinses and gate valves - Permanently installed interior sump pumps (last one).I have also asked them to send me in writing the rejection - they have not.I then told them that if they continue to reject I want Section G - mediation - I want a 3rd party mediatorThey continue to ignore that request Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: I had to call another company and have an electrician come out and repair the ceiling fan after I had already paid Choice Home Warranty $ Choice Home Warranty did not fix the problem and if had I had not have had another company come out the ceiling fan would still be brokenI am wanting others to know that this is something they might encounterI am not sure how the electrician they sent out to the house made their list but he will surely not be coming back to my house for any electrical problemsChoice Home Warranty needs to know that the technicians they send out to peoples homes is a reflection upon their companyThe problem is fixed but it was not corrected by Choice Home Warranty.Regards, [redacted]

Dear [redacted] [redacted] , We regret to hear your frustration and dissatisfaction with CHW Please be advised that a CHW Customer Solutions Specialist will contact you regarding this matter Otherwise, if you would like to move forward and cancel your policies please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM to complete your request 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 unit was low on Freon and there was a small leak in the coil The technician advised that he repaired the leak with a seal and added Freon to the unit Please understand that the technician was not given authorization to make this temporary repair.Per our policy, Section Letter C, Number 3, CHW “ will not reimburse for services performed without prior approval...”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 to reimburse $towards the non-covered claim You declined this offerAs a goodwill gesture, we will offer you $reimbursement to cover the cost of the Freon To accept this offer, please find attached release agreementKindly sign, notarize, and return the documents to the attention of “Consumer Advocates” and also include your policy number You can return the document by email, fax, or mail Please note faxing does take hours to upload into our system The fax number email and mailing address are listed below.Email to: [email protected] to: ###-###-####Mail to: [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:I had to hire my own technician to handle the problem and did not use this warranty Your employees and managers were rude and told me that the technician was just trying to save me money by not initially coming to my house and diagnosing the issue without even being there They did not seem to have an issue with conducting business in this manner, which is opposite of what you are telling me.I do not want a free service call as I have taken care of the problem on my own What I want is a full refund for the premium of a worthless policy and seedy business practices from Choice Home Warranty Regards, [redacted] ***

Dear [redacted] ,We do regret your frustration however we are not able to change the outcome of the claim with the diagnosis that we were provided with. We are willing to provide you with a refund of the policy and subtract the amount that CHW has paid out to provide a refund of $260.00.If you would like to accept this offer, kindly please call us at ###-###-#### and we will provide you with the agreement to receive the funds back.Thank you,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] , and find that this resolution is satisfactory to me Regards, [redacted] ***

Dear [redacted] CHW provides our customers’ with days prior to the start date to review the policy and ensure that they have read all the terms of the agreement Per our policy, we do not cover failures that are not mechanical The tank itself is listed in the exclusions under water heater due to it being a storage vessel for the water to sit in; there is no mechanical function for this device We do regret your frustration however CHW does not cover the tanksAlso, due to the fact that your policy has been closed there is unfortunately nothing that CHW can do to assist with this claim.Reviewing the policy, we do see that you have paid a total $which was $a month and CHW paid a total of $towards repairs for your claimsAs a good faith offer, CHW is willing to provide you with one payment back that would be provided to your credit card in the amount of $ If you would like to accept this offer, please contact us at ###-###-####.Thank you,CHW

Dear [redacted] ,We regret to hear your frustration and apologize for the inconvenience this may have caused you.Our recent records show that the parts have been ordered and will be sent over night to the technician.Once the technician receives the parts, you will be contactedRegards,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 the policy we do see that you signed up with CHW on 6/5/and the policy started on 7/5/15, the policy was $a month until you canceled with us on 8/26/ CHW has assisted with paid claims in the amount of $1309.49.In reviewing the claim for the AC system, we do see that the diagnosis that was provided to us stated that the unit failed due to rust and corrosion Please see our policy, Section FLimitations of Liability #and #which states that we do not cover rust as a failure The technician did send pictures to us to confirm the diagnosis which we have attachedPer our policy, any failures that are caused by rust or corrosion would not be coveredDue to the policy being cancelled, CHW cannot offer a good faith offer for you as this is a clear non-covered claim.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] Upon review of your claim, I do show that the claim was not covered due to a lack of proper maintenance I do also show that CHW provided you with a goodwill gesture of $towards this claim as it is not covered You stated that the unit had failed due to a power surge and per our policy, Section FLimitations of Liability #states that CHW is not responsible for repairs related to power surges.We were happy to assist with the goodwill gesture but we would not be able to cover the claim as your technician stated it was due to a power surge and our inside technicians received a report verbally stating that the unit lacked proper maintenance.As per the claim, CHW is in full compliance with its terms & conditions Respectfully,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] A review of the claim shows that the claim was processed in accordance with the policyHowever, CHW has attempted to reach a mutual agreement with you related to providing costs towards the unitYou discussed this with the team on 11/1/and they are awaiting your return call with your decisionPlease call the CHW customer service team directly at ###-###-#### should 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

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 the claim shows that the claim was processed accordingly. The water heater was leaking from the tank. The policy indicates in section Letter D, Number 6 that tanks aren’t covered. There are some issues with the water heater that is covered, however, this is not. The policy was sent for review upon purchase of the policy. There is also a link above included regarding the policy. This outlines what is covered and not covered under the terms of the policy. This claim was handled in accordance with the written policy. At your request, your policy has now been canceled. 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 repairs have been approved for the refrigerator. CHW apologizes that you have endured the issues with the refrigerator and having it fixed. It appears that the CHW team is working on a resolution to assist you. The team has offered to send the technician back to diagnose and correct the problem. Please call the CHW customer service team at ###-###-#### to discuss the option. 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] Upon review of your claims it appears that they were both processed in accordance to the policy at CHWThe first claim placed on 8/6/for the plumbing system was not coveredAt outlined in the policy section Letter D, Number 8, pressure reducing valves are not coveredThe second claim was placed on 8/15/for the Air Conditioning SystemThe diagnosis from the technician that the unit was shorted to the ground and the compressor wouldn’t start from overheating and excessive pressure and other failures led to the determination that the claim was not covered in accordance to section Letter F, Number of the policy which states, “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; 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 my complaint I don't agree with this and will not renew my relationship with you I will also let other people know what a scam this company is