Bass Services, Inc.

I am rejecting this response because:  I purchased a total of three policies and paid for one policy twice.  The refund the gave was for two of the three policies.  Still waiting for refund of third policy cancelled which was paid for twice.  Explain this every time I contact them.  I am owed $2250.
Regards,

As part of a resolution I reached separately with Choice Home Warranty, I am required to affirm that the complaint was fully remedied in order to receive compensation from the company. I have attached the signed and notarized copy of the release agreement between me and Choice Home Warranty for your reference.Please let me know if you have any questions or require any additional information.Thank you,

Dear [redacted], Thank you for your feedback.  We have reached out to the Customer Solutions Department Manager to have a Specialist follow up with you to process your request.  Please understand that our calls are answered in the order in which they are received and considering that we are in our busy season, you may experience high hold times.  The best times to reach a Customer Solution Specialist is 9am 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].   A review of the claim shows that the claim was handled properly. Septic coverage is an optional coverage. It appears that you were able to reach an agreement in which CHW assisted with the coverage of the non-covered claim by providing a goodwill payment and resolve the issue. Please call the CHW customer service team if there are any questions at ###-###-####.   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 handled in accordance to the policy section Letter F, Number 1 in which rust and corrosion are not covered under the policy. If your system has been leaking you would need to have a leak detection test done to determine where the leak is coming from which is causing a loss of Freon. The policy indicates in section Letter D, Number 4 that leak detection tests are not covered. As a result, the customer would need to pay for the leak detection test to isolate the problem. In this instance however, there was rust and corrosion which are not covered under the guidelines of the policy.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

As indicated previously, CHW would like for all customers to be happy and to work with them. Records indicate that a $100 goodwill payment was offered to assist with the repairs. CHW is currently for approval to release the funds. Please feel free to call the CHW customer service team at ###-###-#### once you have reached a decision.   Regards, CHW

Dear Y[redacted],Please view our policy that states in Section F. Limitations of Liability #9 that CHW will offer a cash payment in the amount of the average cost between parts and labor of the covered repair. This is the amount that we had provided to you on the previous claim.  Also please see section F. 16 that states that we have the right to offer cash payment in lieu of repair or replacement.  This means that we pay you the amount for the parts and the labor, which we did instead of the repair or replacement. We did pay you for the part and that is what our agreement was with you at that time and it is per our terms and conditions of this policy.The payment of the part was the outcome and you were to use those funds toward a new unit.CHW will not be able to provide you with a covered claim since we have already paid for this unit on the first claim.We do regret the confusion on this claim and if there are any other concerns, please feel free to contact our office and speak to our customer service that will be able to explain and help you further. 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 [redacted]   A review of the claim shows that the claim was handled properly and in accordance with the policy. There was a claim placed for the air conditioning unit on 12/2/16 in which the unit wasn’t coming on. CHW offered partial coverage based on the diagnosis that was received. The condenser capacitor failed causing secondary damages to the condenser fan motor which was considered secondary damages and in accordance with Section Letter F, Number 19, secondary damages aren’t covered. Additionally, Section Letter F, Number 1 indicates that CHW is not responsible for repairs related to known or unknown preexisting conditions. However, as a goodwill gesture and to assist with repairs, CHW has agreed to pay $189, which was accepted for the non-covered claim.   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 am willing to accept $460 minus the $45 service fee, a total of $415.
Regards,
[redacted]

Dear [redacted], We regret to hear your frustration. Your refund in the amount of $275 was processed back to your credit card on May 30, 2017 at 12:17pm.Please allow 5-7 business days for it to show in your account.Regards,CHW

Dear [redacted],We do regret that you felt as though our Customer Service was rude, we do not condone that type of behavior, however we did listen to the call and did hear that our rep was trying to explain to you the terms and conditions of our policy in which you were very upset.  Our customer service explained that when parts are no longer available per Section F. Limitations of Liability #9, CHW If parts are no longer available, We will offer a cash payment in the amount of the average cost between parts and labor of the covered repair. We understand that the technician advised you that you would need a new unit because the one that you have is outdated however CHW is proceeding per the terms of the agreement.The offer for the parts that are no longer available was $180.00, we are willing to increase this offer for you however please note that this is for the part and the labor not for the entire unit.  We are offering to increase the offer to $350.00.If you would like to accept this offer, please contact us at ###-###-####.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because:
I called Choice home warranty and they not only lied to the Better Business Bueral they lied to me. They confirmed the receipt of all required documentation on 10 to 11 June 2016. They gave the claim a second denial on 11 June 2016 because even after the AC company they sent out said the system stopped working due to the compressor ceasing not electrical or maintenance. Choice responded to the Revdex.com on 28 June 2016 and told the Revdex.com they were waiting on pictures that they already had in their possessionThat [redacted] the Manager stated was needed to make that decision.  This is turning into a legal issue and are leing to you and to me.  I even called them back and they still told me that they have the pictures and they never sent you an email staying what you sent me in 28 June 2016.  I talked to the manager [redacted] and he changed his story and says now he wants three years worth of maintained records which I do not know anyone who keeps maint. Records that long on their AC.  They bold face lied to the Revdex.com and to me.  What can be done about it?  Also [redacted] this manager stated that they can just pay the Revdex.com to upgrade their status and forget about this whole ordeal.  This is not how business is to be conducted and I think a class action lawsuit should be filed against Choice Home Warranties.Regards, 
[redacted]

Complaint: [redacted]
I am rejecting this response because: I bought the Insurance to protect my home. If the technician was crditable should have known what cause the overheating and pursue fixing the problem like changing the CAPACITOR like it was done by my Technician but decided to take the easy way out and decline the claim. I also never got a copy of the claim report. This company should be banned for doing businees in FL or any other state I want my complaint to be  publicized unless they are willing to pay my invoice of $189 of having the problem fixed
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.Since you had stated that you would like to cancel your policy, CHW can cancel the policy for you and subtract the $250.00 check that you had already received from your cancellation amount or you can send the check back into our office and place it to my attention.  I will then have the manager in cancellations process the refund from the date that the check of $250 was authorized 9/8/15.

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 it was processed in accordance with the policy section Letter C, Number 3 in which CHW is not responsible for services performed without prior approval. Additionally, CHW does not offer emergency services. The authorized Service Provider will contact You to schedule a mutually convenient appointment during normal business hours. We will determine what repairs constitute an emergency and will make reasonable efforts to expedite emergency service. If You should request Us to perform non-emergency service outside of normal business hours, You will be responsible for payment of additional fees and/or overtime charges.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted]As we have stated, the failures with the AC system are failures that were caused by another part of the unit.  Per our policy, we do not cover secondary failures.  We understand that there will be something that makes another part of a unit or a system fail however that is part of the policy that states we will not cover. In reference to the Heating System claim, your technician stated that the induce housing has a crack which was caused by rust/corrosion.  Per Section F. Limitations of Liability #1 and #8 this is not something that we cover.  CHW does not cover failures that are caused by rust or corrosion.In reference to the Air Conditioning System claim, there was a leak that was reported to us and if there is a leak, we do not know if it can be fixed without seeing or knowing where it is.  Our policy does not cover leak tests and if there is a leak, we are going to ask how the leak happened, if it is something that was done by rust or corrosion, as the other unit/claim, we will not cover it.  However, your technician stated he could not find exactly where it would be and that it is cheaper to replace the coil.  Our policy does not allow us to replace a coil unless we know why it failed.CHW has offered you a refund of the policy, minus the claims that we have paid for the policy to provide you with a refund of $175.00.  We do see that you contacted us on 9/9/16 and accepted this offer and we did provide you with the paperwork.  Once we receive the release agreement back, we will provide you with the funds to cancel your policy.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 [redacted]   Upon review of your claim it appears that the Air Conditioning System claim that you submitted was not covered in accordance with the policy, section Letter F, Number 19, we are not responsible for repairs due to secondary damages. Based on the technician’s diagnosis the compressor was already stressed as it was running with a weakened Cap and CFM.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

CHW does not condone that type of behavior from our employees, it doesn't matter that you are a paralegal; you are a customer and all of our customer are to be treated with respect.  I have forward this complaint to the VP of Operations and she will investigate the calls as they are recorded.We...

do apologize and hope that your next experience with us is much better.Respectfully,TracyCHW Consumer AdvocateOffice of the President

,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 policies I do see that CHW has been able to assist you in the following claims:  For Policy [redacted]:Claim #[redacted] for your Heating SystemClaim # [redacted] for your Water HeaterClaim # [redacted] for your Garbage DisposalFor Policy [redacted], we were able to assist you with the following claims:Claim # [redacted] for your WasherIn regards to policy [redacted], claim # [redacted]; unfortunately, CHW does not cover the actual tanks of the water heater as specified in the policy, Section D. COVERAGE 6. WATER HEATER (Gas and/or Electric)INCLUDED: All components and parts, including circulating pumps, except:EXCLUDED: Access – Insulation blankets – Pressure reducing valve – Sediment build-up – Rust and corrosion - Main, Holding or storage tanks - Vents and flues - Thermal expansion tanks - Low boy and/or Squat water heaters - Solar water heaters - Solar components - Fuel, holding or storage tanks - Noise - Energy management systems - Commercial grade equipment and units exceeding 75 gallons - Drain pans and drain lines - Tankless water heaters.The actual tank has no mechanical function expect to hold the water.  Choice Home Warranty does cover the actual elements that heat up the unit but again, not the actual tank itself.We do apologize for any inconvenience that this claim has caused you.Best regards,CHW

[redacted]I did speak with you on 3/30/17 and then sent you a release agreement which you did sign and sent back to me on 4/4/17.  The authorization was then received on 4/7/17 which a check in the amount of $300.00 is being sent to you.  Our process as the release agreement states does take 30 business days to process and as the agent you spoke with on the 19th of April explained, you will receive the check on or around that time.Thank you,[redacted]