Bass Services, Inc.

Complaint: [redacted]
I am rejecting this response because: you ARE NOT in compliance!  $400 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 $400 then be my guest. But..I suspect you can't.  And having to wait 30 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]

Complaint: [redacted]
I am rejecting this response because: as I mentioned to you guys I have always service my units and you guys just scamming customers out there by assuming my unit has not been service I am requesting cancellation of this so called service and also requesting full refunds for the money that I have been paying you guys on a monthly basis.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: CHOICE WARRANTY TOOK MY MONEY FOR 2 MONTHS AND TOLD ME ALL CASED ARE DENIED WITHIN THE FIRST THIRTY DAYS.THE FIRST TECH WAS NOT HERE 10 MINUTES AND TOLD ME THEY WOULD NOT PAY FOR THE ELEMENT.HE WAS RIGHT.THE SECOND TECH TOLD ME THE MOTHER BOARD WAS GONE BAD AND IT COULD HAPPEN TO A BRAND NEW ONE THE NEXT DAY.AFTER CONTACTING THE Revdex.com THEY OFFERED TO PAY HALF.ITS A SCAM DO NOT PURCHASE THIS INSURACE.FUNNY IN THE BROCHURE IT STATES NO ONE CAN PREDICT A FAILURE BUT I GUESS THEY CAN BECAUSE THEY HAVE NO INTENTION OF HONORING THE WARRANTY. BEWARE OF THIS COMPANY THEY ARE SCAMMERS AND THE TECHS JUST TAKE YOUR $45,00 AND NEVER COME BACK.AS FAR AS THE GASKEY LEAKING ITS JUST NOT TRUE.  
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 policy. In section Letter D, number 7, we are not liable for repair of conditions related to wire tracing. We do cover mechanical failure due to normal wear and tear.   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 received the reply from the company Choice Warranty and that’s exactly what they told me & exactly why I filed a complaint. All I am asking for is the unused portion of my 5 year warranty. They are deducting any claims thus far but my issue is - if I had paid this monthly they would not be able to deduct this amount. They are offering $700 of $2400. They are also saying the Iines were clogged in our refrigerator but this was the opinion of the 4th person they sent to repair it and also we have really hard water and a water softener so it was not lack of maintenance. The $200 they offered “in Goodwill” was not true - they paid that because one of their contractors - in the trial and error of fixing our freezer stated it was the ice maker, replaced it  & charged us for a new ice maker - $275 - which was not the problem as it still does not work when the unit freezes. They keep saying the ice maker is not covered but we never asked them to cover anything except what we were out.  So far we have spent $2800, $275, and we still need a new refrigerator and paid over $300 for a new dishwasher - they paid $230 of that cost. Worthless warranty.
Regards,
[redacted]

[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]You mentioned that the email sent to you stated: “This is the email confirming our conversation and it overrides the specific exclusions discussed at the time we spoke.”That statement clearly states “specific exclusions” not all exclusions.  Again, based on the call review, it was confirmed that the specific exclusion was “Pre-Existing.”If you would like to accept the offer $1,000 and cancel your policy – due to your dissatisfaction, please contact us directly. Otherwise, if you would like to further dispute this claim, you may get a second opinion.  If you choose to get a second opinion, please submit it to [email protected] for review.  If the diagnosis is different, we would adjust the outcome of the claim accordingly. Regards,CHW

Thank you for your email today 9/23/15 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,

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 reviewing your claim it appears that the technician that you hired completed work without obtaining the prior authorization necessary. There is a procedure in place in which we send a reimbursement form that needs to be completed and returned and in an effort to protect our customers and ensure coverage, we have a prior authorization process that is also in place. As outlined in the policy section Letter C, Number 3, we will not reimburse for services performed without prior approval.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

The issue was with the billing system, which was corrected. The information provided was what was in the billing system which was perhaps the date of processing. CHW is happy that the issue is fully resolved. 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 pipe was leaking due to corrosion.  Per our policy, Section Letter F., Number 1, CHW is not liable for “…malfunction or improper operation due to rust or corrosion of all systems and appliances…”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, therefore as a goodwill gesture, we offered you $100.00 towards the repair.  You declined this offer and requested to cancel.  Per your request, CHW cancelled your policy on 9/18/2017.  Please note that no further action will be taken on this claim, as you have cancelled your policy.  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 policy that started on 3/14/15, we reviewed the claim #[redacted] for your Air Conditioning unit that was placed on 4/9/15. Choice Home Warranty dispatched MD Air Conditioning and Heating to diagnosis the unit.  Per the diagnosis MD Air Conditioning and Heating stated that the unit had shorted to the ground. This was confirmed again per your request on 4/13/15.  There are only four ways for which this can happen.  Unfortunately, all of the ways are not covered under CHW’s policy.1. Power Surge2. Manufactures Defect3. Acid Burnout (Due to improper previous repairs or installation)4. Lack of proper maintenancePlease reference Choice Home Warranty’s policy Section F. LIMITATIONS OF LIABILITY#4).We are not responsible for the repair of any cosmetic defects or performance of routine maintenance.#8.) We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure.#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.#12.) We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For 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.Also, please see Section D. Coverage – Excluded portion (maintenance)4.AIRCONDITIONING/COOLERNOTE: Not exceeding 5 (five) ton capacity and designed for residential use.INCLUDED: Ducted electric central air conditioning ducted electric wall air conditioning. All components and parts, for units below 13 SEER and when We are unable to facilitate repair/replacement of failed covered equipment at the current SEER rating, repair/replacement will be performed with 13 SEER equipment and/or 7.7 HSPF or higher compliant, except:EXCLUDED: Gas air conditioning systems - Condenser casings - Registers and Grills - Filters - Electronic air cleaners - Window units - Non-ducted wall units - Water towers - Humidifiers - Improperly sized units - Chillers - All exterior condensing, cooling and pump pads – Roof mounts, jacks, stands or supports - Condensate pumps – Commercial grade equipment - Cost for crane rentals - Air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications – Improper use of metering devices - Thermal expansion valves - Refrigerant conversion - Leak detections – Water leaks - Drain line stoppages – Maintenance - Noise. No more than two systems covered unless purchased separately at time of enrollment. We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications necessitated by the repair of existing equipment or the installation of new equipment.Lastly, being that your policy started with CHW on 3/14/15 and you placed a claim for your AC on 4/9/15; the failures that have happened could not have taken place within the time-frame that you had your policy.  The failures that are listed above take longer than a month to occur.   Due to this fact, CHW was offering you a full refund on your policy.  You being a monthly customer are not entitled to a refund but because you are not satisfied with our policy; we had offered to make an exclusion for you and offer a full refund.  We are very sorry that you declined a full refund of this policy and also that the claim is a non-covered claim.  Per our policy, all units must come into the contact in good proper working order.  This unit apparently did not due to the failures.  Please see section below.Per CHW’s policy, Section A. COVERAGE 3. Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components.We are very sorry that you are upset with the outcome of this claim and for any frustration that this has caused you.  Due to the sections listed above per our policy, we are unable to cover this claim but look forward to assisting you with future claims.Best regards,CHW

Dear [redacted]We regret to hear frustration and apologize for the inconvenience.  Your claim has been dispatched out to all of the available technicians in the area again.  Please note that if you do not want to wait for a technician, your other option is to go through the reimbursement process. Regards, CHW

Complaint: [redacted]
I am rejecting this response because: Do they cover wear and tear or not,in addition, they ask to get a technician on my own the technician charge $215 for the visit, if they did not do the job their price is $215 for the diagnostic. they should be paying at least the diagnosis, since they are trying everything not pay the claim.
Regards,
[redacted]

Based on the information received, CHW has determined that the claim is not covered due to lack of proper routine maintenance as indicated in section Letter F, Number 12 of the policy. CHW doesn’t require that maintenance records are submitted, however, you are invited to share the maintenance records to have the claim reviewed in hopes of a more favorable outcome.   CHW doesn’t want to lose any valued customers and wants to be able to assist customers when needed, however, if you would like to cancel your policy you may do so. Section Letter L, Number 4 of the policy states, “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 10% administrative fee and any service costs incurred by us”. You can do this by calling the customer service team at ###-###-####.   Regards, CHW

Complaint: [redacted]
I am rejecting this response because: You are basing your claim denial off a photo. I have had 3 professionals at my home in the last 24 hours, stating the unit is not repairable because it's 20 years old. Nothing in the photo you saw would indicate neglect. HVAC units don't last 20 years unless they are maintained properly.  You didn't even speak directly with the service man. And for the record, the other 2 repair companies have stated they no longer do business with you because of  the way you do business. Additionally, there's a reason you have a poor rating with the Revdex.com, [redacted], and about a dozen other review sites. There's also a reason your company was forced to pay nearly $780 in restitution in 2015.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I requested that CHW provide photographic evidence as the property management company representative supervising the repair noted that no tests were conducted in order to determine the nature of the issue.  Both the property manager and I were told that CHW was just waiting on parts to be ordered.  The original assessment of the AC stated that a part was on back order.  I also asked CHW to use the original company that installed and maintained the AC as they were familiar with it and the maintenance history.  They contracted a company out of Wilmington over 100 miles away.  The tech from Wilmington ran no conclusive tests and phoned in their estimate of repair which was $1770. CHW was notified well over a month ago that the repair needed to be done as soon as possible.Additionally, CHW tried to sell me a "reduced price" service for the repair.  This is co sis tent with other complaints regarding CHW: Lie about "comprehensive coverage...no hassel service" and then sell you there services contracts for repairs that should be warrantied.  No proof was provided to CHW for the pending repairs and the CHW customer reps admittedly do not understand the equipment or the equipment parts being discussed.CHW is a scam that takes advantage of its customers.  I am getting an independent estimate this morning from another company.  This will show CHW is a fraud based company who extorts their victims...I am mean customers.
Regards,
[redacted]

The refund is prorated based on the time that you actually had it and Administrative Costs as well. In accordance with section Letter L, Number 4  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 10% administrative fee and any service costs incurred by Us. The policy began on 8/5/13. If you would like to cancel your policy please call the customer service team at [redacted]3. Regards,CHW

Complaint: [redacted]
I am rejecting this response because:Sales Person did not mansion any thing you stated in your email also compressor shortage is common wear and tear which is not mention in your email I feel like you guys trick us to get premium and through us in ditch and give us run around at this Point I need my Premium back and once you refund my money my policy should be canceled because I don't want to deal with misleading company and feel like I been fraud by your sales person and your company.
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/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 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 “Built-In Microwave”Per our policy, Section Letter D, Number 9, CHW only covers “Built-In Microwaves.”Our Sr. Claims 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