Bass Services, Inc.

[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], although this isn't a resolution, I do look forward to receiving the remedy, and getting cool air blowing in my house again the heat index here is 105 degrees and very uncomfortable.
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]

Complaint: [redacted]
I am rejecting this response because: As in the response from CHW that the compressor locked up because of no minor maintenance performed on unit is inaccurate and completely false. On the 3 separate times that each technician came out to fix various issues with the a/c compressor or unit no once did any technician verbally or in writing state that the reason for such failures was because of "lack of minor maintenance". The last time a technician came out to assess the unit because of the unit not working did he state that the compressor locking up was due to no minor maintenance being done on the unit. Choice home warranty in fact disregarded what the a/c repair tech had told them and what was written on his report and made that decision based off of their department that reviews the a/c technicians notes. The technician gave us his legal written explanation which I will provide in court and not once did he mention in writing or verbally that the compressor failure was due to a lack of minor maintenance. CHW made this assumption because the repair cost was high and not a cheap fix like the last failed band aid fixes CHW happily paid for because the price was low. On one visit by the a/c repair tech our co-pay was more than total repair costs. The last a/c tech that came out told us that since the unit was over 10 years old regardless of yearly maintenance it failed because of age of unit and cheap brand that was used. Again, we are taking this to the local media to warn other home owners of the unlawful act of CHW and have already contacted and filed a complaint with the Texas Attorney General's office. As military members we have also contacted many military channels to warn military members to stay away from Choice Home Warranty.
Regards,
[redacted].

Complaint: [redacted]
I am rejecting this response because what [redacted] from CHW has stated is not true and a clearly lying, The technician that I had to bring for the refrigerator  did not find any clogged lines and the unit was in a great shape before it stopped working, remember that the company they contracted with was in Ohio and did not respond to my phone call till a week later, while the fridge was not working in the heat of the summer.2nd.The AC Unit, there was no urge of power , the unit was clean and there was nothing inside the unit to impede its function. I have the same picture from the technician, clearly [redacted] is lying. I was offered a refund of my premium only if I promise not to sue or file with any business bureau.I declined because doing so will make this rip off company continue doing what they are doing without having someone stopping them cheating the public.I will filing wit NJ AG, NY AG and with my local court soon unless CHW reimburse me for the repair of the Fridge and the replacement of the AC.For the public, Please read the reviews about CHW before purchasing their policy, It was my mistake that I did not.
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]

Complaint: [redacted]
I am rejecting this response because:
I will need some time and will send the records to you, based on the technician that is contracted through CHW stated there was no signs of neglect at the unit. It surprises me that you are in another state and determined this was a neglected unit, you can't even see the units from where you sit so based on this I don't undertsatnd how there are two conflicting determinations made one by you at CHW and the other by the technician you sent to our home. So please explain why you are requesting information from me that is now needed to make a determination?
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I am not the only person with this type of complaint.this company is a COMPLETE RIPOFF.  
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 there was internal failure in the compressor.  This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor.  This failure occurred from a lack of proper routine maintenance.Per our policy, Section Letter F, Number 12, CHW is not responsible “…for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance...”  If you would like to further dispute this claim, you can submit your proof or maintenance records to [email protected] for review.  If your records prove that your unit was properly and routinely maintained, we would adjust the outcome of the claim accordingly. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted]We regret to hear your frustration. As stated in the previous response, your refund was processed back onto your credit card that we had on file on 10/2/17 at 12:01 pm in the amount of $654.16.  Please allow 7-10 business days for the funds to post onto your bank account.Please see our previous response in regards to our refund 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 for your AC system, we do see that the unit had a leak that caused Freon to leak out.  The leak was caused by corroded areas of the unit.  Per our technician it was advised to us that the copper does corrode and it causes pin holes in the copper which then will cause the unit to leak. Per our policy Section F. Limitations of Liability #1 and #8 state that CHW does not cover failures that are cause by rust or corrosion. We do see that we have offered you a goodwill gesture in the amount of $200 to assist with this claim however you have declined our offer stating that you believe this to be a covered claim.  In this event, you are more than welcome to provide a second opinion to us and we will review the new diagnosis.  We are not able to provide coverage for this claim with the diagnosis that we have. We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy. Regards, CHW

Complaint: [redacted]
I am rejecting this response because:
The response requires a phd to understand. I purchased the product for peace of mind and the yield is not consistent with what was advertised. Forwarding to Nj attorney general for review. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: In regards to you not accepting responsibility for your own contractors that YOU approve and hire to do work at my house is unethical.  You should stand behind your business and the partners you work with.  Why would anyone want to do business with a company that doesn't back it's work?  If the company you allowed to come make repairs has to send you photos of the model number of the equipment they are installing and it was the wrong equipment, and you paid the company for the service, then you have taken responsibility, as it shows that you knew the equipment was wrong and you allowed the work to be completed regardless.  I will never work with a business that handles their work like you have--its unethical and completely irresponsible.  I will continue this complaint up as far as it can go and make sure that no one I know ever does business with a company that values money over the quality of work they provide.  Home warranties are supposed to easy people's minds and you have done the exact opposite so thank you for misrepresenting what kind of business you are, as I will not be fooled again by your dishonesty.  
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 evaporator coils were leaking Freon due to a lack of proper maintenance.  When the system is not properly and routinely maintained, debris builds up on the unit causing excessive pressure and degrades the composition of the coils, resulting in Freon leaks. Per our policy, Section Letter F, Number 12, CHW is not responsible “…for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance...”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not in agreeance.  We strive to provide the best customer experience, therefore we offered you funds in the amount of $250 of goodwill to assist you on the non-covered claim.  You advised that you wanted to think about it and give us a call back.  If you would like to accept these funds, please speak with a Senior Claims Specialist directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm EST.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,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.]I accepted the offer and signed the Release back on June 27, 2016 and emailed it back to [redacted] and still have NOT received a response or phone call saying that the release was accepted or that my policy has been cancelled. Today, July 11, 2016, I am again accepting the $1500 offer and asking that my policy be canceled.   I have agreed to cancel my policy and accept the $1500.00 but I NEVER received a follow up email nor can I get through on the telephone.  [redacted] NEVER answers the phone and her voicemail box is full.  I will sign a another RELEASE and CANCEL my policy ASAP.  I just tried calling again and still cannot get through on the telephone number provided.  I'm tired of the run around with this company. I need to get another warranty company but until  this problem is resolved I cannot afford to pay for 2 warranty companies. Please help!!!
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]

Complaint: [redacted]
I am rejecting this response because:Normal Maintenance:a) I change the Filter every 2 months...it's on my Calendar.b) I have a AC Company come and inspect every spring.c) I spray the outside of the unit occasionally.d) Not sure what else I am supposed to do to meet you guidelines of maintaining my unit.Some Facts:1. I don't understand how you close tickets without verifying the customer is satisfied. Nothing that either of your vendors did accomplished anything to solve the issues that I opened the claims for. If you are in the Customer Service business I would think you would touch base with you customers to validate I am satisfied before closing a ticket.2. The largest issue was the exterior fan was "occasionally" running in reverse and causing the unit to heat up even more. How does a fan running in reverse become a "maintenance issue" on my part??3. When I finally paid someone who knows what they were doing out of my own pocket....problem fixed in 15 minutes with a Capacitor instead of a Fan Motor/Compressor like [redacted] was stating I needed....total up selling on someones part.  I am a [redacted] Realtor and have talked to several other Warranty companies since this started.....none of them claim they would have put me thru the delays or testing charges, or denial of further service on my AC unit like Choice has.....I am fully willing to admit when I am the cause of something, but mechanical failures (Fan Running in Reverse, a Capacitor that needed replacing, etc) really cannot be cited as lack of diligence on my part.        
Regards,
Guy [redacted]

I am rejecting this response because:   You are doing nothing but copying your standard response to complaints and referencing fine print in the contract.  Fact is you have not fully paid for any repair we have had .... it is alway partial with reference to some reason for the rejection.    Your sales rep did grossly misprepresent the facts and committed fraud.   We only have a home warranty to protect us against major repairs like an air conditioner.... my experience with Choice confirms that they would do everything possible to avoid paying for a major repair and against reference some fine print in the contract.  I have not intention of maintaining a relationhsip with a company that I know will not provide the service and function for which we have requested.Choice is by far the worst home warranty and fraudulently represents themselves to customers.    Contractors we have used and spoken with have confirmed that Choice is the worst at paying for repairs and avoids payng whenever possible.   This defeats the purpose of having a home warranty.  Choice is only stealing money from customers and fraudulently selling policies with overly aggressive sales tactics.   I am sure there are numerous similar complaints.

Complaint: [redacted]
 
I am rejecting this response because:I have fix the issue by my self, it because the shaby work the contractor did, they didn't restore the valve tightly.   But I am very dispoint on your attitude by not protecting your customer from contractor, just want to put it in a new case. My another request is refund $67.5 not fulfilled.  Since the remove the toilet is the neccesary step to fix the pipeline congestion.   I have to pay 67.5 on that time because the contracter is waiting the site,  I have no choice.  When you sell your policy, you make a lot nice promise, but hide some many tricks in your policy. Your ads and promo always says you put customer satisfaction on the 1st place.  Now, I tell you I don't satisfied on your service.  If you want price your policy in a higher price or any surcharges,  please note it clearly IN ADVANCE!!!
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 claims shows that it was handled according to the policy. The diagnosis that was received by the technician that was used to make the claim determination was that the unit had major failures that demonstrated lack of proper routine maintenance. The unit was out of Freon and had a major leak in the coils. This is something that would have been caught and addressed during regular routine maintenance of the unit. CHW is not responsible for repairs of cosmetic defects or performance of routine maintenance. Section Letter F, Number 12 of the policy states, “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”. As indicated when you spoke with the CHW representative, you are invited to obtain a second opinion at your expense and CHW will review the claim. At this time, CHW did offer a goodwill gesture of providing a payment of $150 to assist with the repairs of the non-covered claim. Please call the customer service team at CHW if you would like to have the funds sent to you 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 policy that you had with us, we did review your claim and we did see that the Air Conditioning claim was not approved per the policy’s guidelines that all units must be maintained by the manufacture specifications.  This would include routine maintenance.  Please see Section F. Limitations of Liability #12.  We did receive the records that you provided us and these are not maintenance records but records of repairs.  CHW requires all units to have routine maintenance.Also, per the policy the refund is based upon how many months you have had the policy and used it.  CHW provides you with a pro-rated refund minus an administrative fee of $50. We do apologize that Sue did not clearly explain the cancellations process to you.Please see the sections quoted below.Section F. Limitations of Liability 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.L. CancellationsThis 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.We urge all customers to read our policy and contact us with any questions.Respectfully,CHW

Dear Russell [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 processed in accordance to the policy. The claim was placed online on 7/31/16 and there was no coverage provided for this claim as it is not covered in accordance to the policy water pressure is something that is not covered in the policy. Please feel free to call the customer service team directly at ###-###-#### if 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