Bass Services, Inc.

Complaint: [redacted]
I am rejecting this response because: I had the system inspected twice prior to renting the property on 1 July 2016... These are unsatisfactory results made by CHW.. I had to cancel my home warranty for ALL 3 properties due to CHW poor assessment to issues... Two out of three of my properties had HVAC issue as of 1 May 2016. I received  NO satisfactory assistance for Choice Home Warranty, even though they received a monthly every month without interruption. I am very disappointed and WILL NOT recommend them to anyone! Please post my complaints on their website and yours...  
Regards,
[redacted]

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 warranty. Then CHW has the nerve to accuse me breaching the contract by requesting a refund on the policy after 8 days of the policy being active. Given the horrific response times and treatment thet I suffered CHW should be happy to do the right thing. No matter, I expect a full refund.
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 our web site at [redacted] The policy was purchased in 2014; at that time the sales rep might have stated to you that you would not have needed maintenance records due to our policy, Section A. Coverage #3 that states that all units must enter the policy in proper working order. However this was 2 years ago and since then you would have had to have maintenance done to the system. If you have not kept the records, the company that you used would have.
Please contact the company that did the routine yearly maintenance on your system and please provide it to us so we can review the claim. Please note that all maintenance records should have the levels of that year for all the fluids and the AMP readings.
We do regret that you are frustrated with this claim however CHW is in full compliance with the terms and conditions of our policy.
Regards,
CHW

Complaint: [redacted]
I am rejecting this response because:This is yet another lie from your company. I sent you proof of my routine maintenance. Invoice you were sent Dated  6/25/2015 where I purchased the COMFORT CLUB, which states it is for routine maintenance.Invoice dated 7/7/2015 that states my first Routine Maintenance says System checks out fine, Invoice dated 12/31/2015  says "performed Maintenance system checks out fine" This system has not had issued except a replace blower motor which had nothing to do with the Compressor that you have had 5 different reasons not to pay for.  First you stated Excessive debris was why you were not paying. Your own pictures proved that was Bogus, then it has been one excuse after another why you will not pay. Now we are back to Routine Maintenance excuse. I am done with your company and I am  filling a compliant with the State of NJ Consumer affairs office, same one that got a judgement against you last June 2015 for the same illegal practices. And filing with my state ATTy general office also as well as My local Consumer advocate so that it is on the news so that no one else gets ripped off by your company. I am also making sure every message board I go to I let them know how I was treated and to make sure the check the Revdex.com site before they deal with your company. Word of mouth is powerful and you cannot continue even after that judgement to rip off consumers. As for your GOOD FAITH offer, that is a joke. you know you should be paying for my compressor, it is included in the contract as a covered item and you ought to be ashamed how you rip people off.  
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]
* A review of the policy indicates that the billing on the account was accurate. However, there was a chargeback that was done, which indicates that the account was fraudulently charged by CHW. This wasn’t the case. As a result, the payments weren’t received, which resulted in a cancellation of the policy. CHW doesn’t employ “is”, but individuals who aim to provide quality customer service at all times, and also mutual respect. The policy is no longer active with CHW, there will be no further billing.   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 policy that began with CHW on 2/6/16, you placed a claim for the washer on 2/8/16.  This was 2 days after the policy had begun, per our policy Section A. Coverage #3 states that all units must come into the policy in proper working order.  The technician stated that the transmission and the motor had failed on this unit. This failure could not have happened within the timeframe of your policy.  Please also see Section F. Limitations of Liability #1 that states that CHW does not cover any known or unknown pre-existing issues.  We do regret that this does fall under that category of issues.Since you were very upset with the policy, you were provided a full refund of the $400 that you paid to CHW.We do regret the frustration that you encountered with the claim however; CHW is in full compliance with the terms and conditions of our policy. Best 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 www.choicehomewarranty.com/useragreement.   Upon review of your claim it appears that your claim was processed in accordance to the policy. The claim for the garage door opener was placed with CHW on 8/9/16. At this time, CHW was informed by the customer that the circuit board wasn’t working properly and that an attempt had been made to isolate the issue. CHW offered to send out a technician to properly diagnose the problem. On 8/16/16 a technician was sent to attempt to diagnose the issue. It was at that time the customer advised CHW that the unit had been tampered with. This was based on the feedback provided from the customer to both the technician and CHW. In accordance to the policy section Letter F, Number 8, CHW is not responsible for repairs related to misuse and abuse. Also, section Letter F, Number 11, “We are not responsible for repairs related to inadequacy, lack of capacity, improper installation, mismatched systems, oversized systems, undersized systems, previous repair or design, manufacturer’s defect, and any modification to the system or appliance”.   CHW apologizes for any rude treatment from any company representative. This issue will be addressed.   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/useragreement. Upon review of your policy, I do see that it was to begin on 5/16/17 and you did pay for one payment in the amount of $187.50, you did not cancel within the timeframe of 30 days therefore you were provided the pro-rated refund however, we will process the remainder back to the credit card that you have one file for a full refund rather than the $95.83 that you were to receive back.  Please note that our policy does state that CHW will charge an administrative fee of $50 and we will provide you with a refund of the pro-rated months not used.  Due to the fact that you paid for the one month, which does count as a full month.Again, we are going to provide you with the full refund of the paid policy as a good faith offer.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 claims that you have placed have indicated that they have been handled per the policy. The claim for the refrigerator that was placed hasn’t been completed as of this time. The scheduled service appointment is for October 7th. CHW apologizes that the technician that was initially dispatched for the claim doesn’t service the brand of unit that you had. An appointment has been secured. Section Letter C, Number 3 of the policy indicates that CHW requires prior approval of claims. This will ensure that you are aware of the coverage. You have indicated that you would like to cancel the policy. CHW doesn’t want to lose any valued customers, however, in order to cancel, please call the customer service team at ###-###-####.     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 for your water heater [redacted] Heating & Cooling diagnosed the unit to be leaking from the actual tank itself.  Per our policy, Section D. Coverage CHW doesn’t cover the actual tanks for the water heater. We do however cover the heating elements for the water to heat up.The policy that you had purchased was provided to you 30 days prior to the coverage period.  If you contact us and state that you needed something repaired, CHW will provide a technician because we are not there and cannot see what the issue is exactly. The people that take the claims or if you place the claim online, there is no way for us to know what the actual failure is without having a technician come out. If you had stated that the water heater is leaking from the tank, we would have advised you that this is not covered then ask if you would want a technician. We do assume that customers read the policy and understand it and if they don’t, we do expect questions.  Please always feel free to contact us with any questions that you may have.CHW is not able to refund you for the service call fees due to the policy guidelines. This money does not go to CHW; it is a fraction of the cost that the technician gets paid to come to your home.  CHW then provides the service provider for the remainder of the travel cost and service call fee. We do regret your frustration with these claims however CHW is in full compliance with the terms and conditions of our policy. 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 www.choicehomewarranty.com/useragreement. A review of the claims shows that the claims were processed in accordance with the policy. In regards to the washer claim, the diagnosis that was provided did indicate that the washer was being overused.  The technician explained that the unit not only was in poor shape but had a “shot transmission and clutch” due to the overuse of college kids over-stuffing the unit. Per our policy, Section Letter F, Number 8 of the policy indicates that failures caused by misuse are not covered.  CHW did offer to provide a goodwill payment of $200 towards the repair of $355.11 in which you accepted.In regards to your heating system claim, the information that was provided did indicate that the inducer motor needed to be replaced. The technician completed the repair without prior authorizations. Section C, Number 3 of the policy indicates “….We will not reimburse for services performed without prior approval”.  However, we did reimburse you at our rates in the amount of $250, in which you accepted.   CHW has provided you with the most that we would provide per our policy guidelines as stated to you.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]   Our goal at CHW is to provide all of our customers with outstanding customer service. Our records reflect that you have canceled both policies with us as we weren’t able to meet your needs. As requested, we have sent you an email outlining the information necessary to provide you with a full refund of the amount that you paid us. We have already canceled your policy in accordance with the policy, section L, however, we can provide a full refund. In the event you have questions, please call our customer service team at 1-888-531-5403.   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/useragreement. Upon review of your policy, we do see that it was purchased on 1/29/17, CHW permitted you to start the policy sooner than 30 days which is our grace period and it began on 2/13/17 rather than 2/29/17.Please note that our policy states in Section A. Coverage #3 that all units must enter the policy in proper working order, this is regardless of the start date.  You were provided time before the policy began to review the coverage and understand the terms and conditions.The first claim that you placed, was on 2/26/17 for your well pump.  You chose to have this claim completed without prior authorization.  Our policy states Section C. Service Calls #3 that we do not provide coverage for work completed without prior authorization.The second claim that you placed for the microwave, was on 2/26/17 which stated that the unit had a failure that was caused by magnetron, being that this unit had a failure such as this so close to the start date proved that the unit had failures before the policy began.  This claim was not covered per our policy, Section F. #1 which states that CHW doesn’t cover failures that are caused by known or unknown pre-existing conditions. CHW did offer to provide you with a goodwill gesture in the amount of $100.00 which you declined.In reference to the last claim that you placed on 4/6/17, your refrigerator you stated it was not freezing at the bottom and not creating ice.  CHW dispatched a technician to your home and after providing us with the outcome, compared it against our policy, this was not covered per Section D. Coverage #3 which states that CHW does not cover leaks of any kind for this unit. This is a clear reason for the unit to not be covered.We do understand that you would like a full refund however please review Section L. Cancellations.  You are only entitled to a pro-rated refund.  If you would like to cancel the policy with us, you are welcome to contact us at ###-###-#### and we will provide you the amount of your pro-rated refund.Thank you,CHWWe 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 mutual agreement has been met in which a full refund will be provided upon receipt of the signed agreement that was sent to the customer. Please call CHW at ###-###-#### if there are 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 www.choicehomewarranty.com/useragreement. 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 compressor shorted to ground.  This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor.  This failure does not constitute normal wear and tear as there are many safeguards that work to prevent these types of failures.  Per our policy, Section Letter A, Number 2, we cover failures that “Become inoperative due to normal wear and tear…”Our Sr. Claims 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 therefor, as a goodwill gesture, we will apply a onetime free service call for your next 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 [redacted]   Upon review of your claim it appears that your claim was covered in accordance to the policy section Letter F, Number 12 in which CHW is not responsible for repairs related to lack of maintenance. Although not required, we do invite you to send in maintenance records to be reviewed in hopes of a more favorable outcome. You can submit this information to [email protected] .   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

[redacted]We were informed that the unit was dirty inside and out, the pictures that were provided to us show that the unit was dirty and this can restrict air flow to the compressor therefore shorting out the unit. We then received a diagnosis from your technician on 2/29/16 and he advised us that the unit was in fact dirty and the compressor had an internal failure.  This is the same diagnosis that was provided to us originally. Per our policy, all units must be properly maintained as per the manufactures specifications.  This is stated in Section F. Limitations of Liability #12.If you would like for us to review the claim again, please feel free to send us your previous maintenance records and we can have the claim reviewed.  If there was proper routine maintenance, we would be able to see through the records.Please send your records to [redacted]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 our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claim for your refrigerator, we do see that CHW did approve the claim and we were offering to provide you with a reimbursement for the technician that you used.  We received the diagnosis from the technician and we were willing to reimburse you at the cost of $203.71 minus the service call fee of $45 and the total would have been $158.71.  This was determined on 2/5/16 but you had cancelled your policy already stating that you wanted to find a better more reliable company to be able to assist you.  Since you have cancelled the policy, CHW is not responsible to provide you with the funds that you had submitted for reimbursement.  Please see Section L. Cancellations, if CHW paid the claim for you, you would be responsible to pay back the funds that we paid for your claims.  We do apologize if anyone in our company was rude to you in any way, we did advise the Quality Control department for them to review.We also explained to you that being a monthly customer, we cannot provide back for the month that you had paid since there was a claim placed..We urge all customers’ to review the policy within the 30 day grace period that is provided before the policy begins.  You have this time to ensure that all units are in proper working order as well as to cancel for a full refund within this time period. Best regards,CHW

Dear [redacted],The pictures that CHW received show that the unit failed due to rust/corrosion.  We are not able to provide coverage for this claim however we are able to offer you a full refund of the paid policy in the amount of $400.  If you would like to accept, kindly contact us and we will send you an agreement that we would need signed in order to process the refund for you.  Kindly contact us at ###-###-####.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 our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claim, we do see that CHW purchased a new unit for you in the amount of $521.48. We do regret that you do not approve of the unit that we had purchased for your home but do see that you did accept the make and model when provided to you.Upon review of the policy, we do see that you had two other claims that were paid out on in a total amount of $35.00.  If you chose to cancel the policy prematurely with us, you would be responsible to pay an administrative fee of $50 plus the balance of what we paid out on your claims which is a total of $556.48.  CHW would then provide you back the months not used on your policy.  If you were to cancel as of the day you placed this Revdex.com complaint 1/14/16, your refund would be $443.52. Your cancellation fee would be $50.00 as stated in the policy Section L. Cancellations and you would be provided back the months remaining by subtracting the used months.  Please see below:Customer Paid: $1650CHW paid $556.48Administrative fee $50.00Months used at $60 per month (10 months) $6001650-50=1600-1600-556.48=1043.521043.52-600=443.52If you would like to cancel your policy, CHW would be willing to do so but it would be at our pro-rated amount that we had advised you.We do regret your frustration, we do however urge customers to read the policy before they sign up online as you did, this way you can view the coverage and see what the included items are as well as the excluded.Best regards,CHW