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], and find that this resolution is satisfactory to me.
Regards,
[redacted]Do you need a copy of CHW  release agreement?

[redacted]We do understand your frustration however CHW cannot provide a technician for a unit that you had installed by [redacted]. We suggest that you contact the person or company that installed it since it was not done through our company.Thank you,CHW

[redacted]We regret the confusion with the outcome of your claim, however per our policy, Section F. Limitations of Liability #16 states “6. We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (which at times may be less than retail) to repair or replace any covered system, component or appliance.”  Our cos for this unit would have been $179.99 but we did increase the funds for you to $230.00 which was accepted on 3/9/17.  We are not able to provide you with extra funds to go towards the purchase of the new unit because this amount was accepted and already authorized however we can provide you with a goodwill gesture of 2 free months of service and one free service call fee.  The next payment for your policy will not be drafted from your account until 6/6/17.  If you would like to accept this offer, please contact us and we will add it for you.Please contact us at ###-###-####.Thank you,CHW

Your claim has been reviewed and it has been handled accordingly. The valves outlined in your claim are those that are connected to the faucet body and are not covered. We do cover the valves that control the water pressure, however, these are not those valves in accordance to the technician’s diagnosis. A call was placed to the technician to verify and the technician confirmed it is the faucet body that needs to be replaced and that is not covered.  Regards,CHW

Complaint: [redacted]
I am rejecting this response because: The response of the shortage based on the internal wiring overheated was disputed and also not supported  by your tech of whom you sent out to review and service the compressor. He also stated to me that that was also information shared with CHW that conflicts with the reason for denial.
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] Our goal is provide all of our customers with outstanding service at all times. However, it appears that you would like to cancel your policy for a full refund. We have sent you an email outlining the terms in which we will provide the refund of the full amount paid for the policy. Under the terms of the policy, section L, 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. We will honor your request for a full refund. Please call our customer service team at [redacted].   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.  Please be advised that our policy states in Section Letter F, Number 16, that “We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost…”Our Sr. Claims Specialist offered you funds...

towards a new dishwasher in the amount of $250.00.  You accepted this offer.  We strive to provide the best customer experience, therefore as a goodwill gesture, we will offer you an additional $50.00 making the total $300.00To accept this offer, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,

[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. I did accept the amount of $280.00, even though my contract says up to 500 and your agent said 280 or nothing, so I guess I didn't have a choice, but like I said the contract shows, replace at a cost that you could get one for, but you can't get a dishwasher for 280.00 so its my loss.  Plus your plumber said that the pipes were installed in my 7 year old house wrong and that's why I have a back up on my other issue " not the dishwasher" but yet in the year I have owned this house, this is the only time we had a backup, and it the pipes were installed wrong, we would have had problems all along, the plumber wouldn't even snake it, all he did was go upstairs in the attic and say its wrong, and you accepted that which caused my plumbing to be denied
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 NOT satisfactory to me.
However, I do not believe that Choice Home Warranty will correct the issue.   They obviously make Unfair and Deceptive practices part of their business.  Also, base on their response, I do not believe that the company actually read my complaint, if they had they would have seen that I did not include the 6 month promotion in my refund request. 
Regards,
[redacted]

During my conversations with Choice Home Warranty, the preventatives always denied coverage of my claim by stating that my refrigerator had a fire that caused the damage. No fire ever existed...the internal thermal shield & light fixture were damaged by an electrical short.  The service technician from Tigerpaw HVAC told me in person that the damage was caused by an electrical short & I spoke with the service technician again after Choice Home Warranty refused my claim.  He told me nowhere in his claim were the word(s) fire or electrical fire ever used. When I spoke with the supervisor at Choice Home Warranty he told me my claim was denied due to fire.  When I Asked him to give me his definition of fire, he changed the subject & ignored my question.  He then stated that there was a an electrical fire, I told him no such condition existed. No open flame, no scorch marks, no smoke, and no fuel source existed.  Only melted plastic from a electric short.  Once he realized that I wasn't going to accept his explanation of the denied acclaim, he put me on hold.  When he came back on the phone, he stated my claim was denied due to a problem inside the internal thermal shield.  The electrical wires are not inside the thermal shield, they are between the internal thermal shield & the metal casing of the refrigerator.  The electrical short caused all the damage, not the internal thermal shield (plastic & insulation layer).  Choice Home Warranty insisted that the internal thermal shield failed therefore they would not cover the refrigerator.  I did not accept this rediculous explanation then nor do I accept this reason now.  The service technician took picture while diagnosing the problem, but Choice Home Warranty didn't even want them when he tried to submit them.  So this shows their intent from the very beginning of the claim process.  They were going to deny the claim even before the had all the evidence.

Complaint: [redacted]
I am rejecting this response because:CHW is refusing to admit that there was no problem with my motor! The tech even said there was no issue with my motor when I text him regarding the bogus claim by Choice that the issue was related to a secondary problem that they are not responsible for. If Choice bothered to read my previous statements they would have realized I am not falling for the whole there was a power surge that caused a secondary problem line! I was here with the tech and he specifically stated that he did not know why my dryer was not working. He then proceeded to text his boss that he was unable to fix the dryer and it should be considered unrepairable. If the tech knew all along that it was the motor why stay for a hour trying to fix a dryer you know you can't fix??? The claim about it being a secondary issue is a lie and Choice is a fraudulent company!
Regards,
[redacted]

Dear [redacted], We strive to provide the best customer experience, therefore, we reached out to the technician and advised that your funds in the amount of $150 be refunded to you.  He agreed to this.  Please contact the technician directly at ###-###-#### to receive your refund.  Regards,CHW

Dear [redacted],You purchased your policy on 1/2/17 which became effective on 2/2/17.We contacted you via email on 3/3/17 requesting updated information, in which you advised us that you would call in to give the update. We never received a request to cancel your policy.  If you...

would like to cancel this policy, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST. CHW will honor your request and refund the $143.32.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 http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claim, I do see that the ice-maker claim was not a covered claim due to the fact that CHW does not cover ice-makers.  The last claim that you had placed for your refrigerator was not covered due to the fact that we were advised that the issue was caused by a lack of proper routine maintenance.  It was said that the condenser coils of the unit were dirty and that caused the unit to overheat and therefore cause the board to go bad.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

[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.   Can you please confirm the amount of $375 is for the first claim I filed which was in regards to a leak in the ceiling, directly below the blower in the attic.   The initial offer of $300 by CHW was to cover part of the claim, not the entire amount of repairs.  CHW is now offering $375 which is a very pleasant surprise and greatly appreciated, but I want to make sure this is accurate and correct.  
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] Please refer to our policy, Section Letter D., Number 6, CHW does not cover the main, holding or storage tanks.CHW values your business therefore our Consumer Advocate will contact you directly via email to assist you with your requests. 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. Please be advised that check# [redacted] in the amount of $200.48 was mailed out on 1/9/18 via [redacted].  In order for us to cancel your check, we would need to contact the bank – who charges the $30.00 cancellation fee.  Otherwise, you...

will have to wait until the check arrives or after 90 days when the check is voided.Regards,CHW

Complaint: [redacted]
I am rejecting this response because: You were not told the unit arched. I spoke to the service provider. He told me before we even started you would reject the claim. It a shame your Reps. assume what has happened to benefit you and not your customers.  I was lied to when I was looking at your service. I posed different issues and was told they would be covered.  I want all my money back and the money spent for the service call. $75.84 fir the 2 months service and the $60.00 service call, total :$135.84. I expect it sent in check form as you no longer have access to my bank account.  I will Not recommend your service to anyone!! A default by the manufacture and you flat out deny any type of a fix! your service is unacceptable!!  Ill expect payment within 10 business Days, by May 26, 2017.   [redacted] 
Regards,
[redacted]

See my response below... 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] After reviewing your complaint, I agree the claim would not make any sense to be not covered however, upon reviewing the claim the reason that this claim was not covered was due to the fact that the first technician that went to the home stated that there was a clog in the condenser, he stated that there was “hair and debris all over the system”. He also stated that the unit was freezing up causing a leak thought the freezer door. Per our policy Section D. Coverage #3 states that we do not cover Refrigerators that have a “leak of any kind”. [] In regards to this highlighted statement, you are not covering “ a leak” the issue with my refrigerator  is a defective defrost heater and a thermostat as your tech reported which is causing my refrigerator to ice up. My refrigerator does not have a water or refrigerant leak. It was also confirmed that the drain was clear and not clogged. We do see that you had a second opinion due to the fact that the claim was not covered per the lack of maintenance that the technician stated. The second opinion stated that you had no issues with the unit is January but a few months later there was a leak and a clog in the condenser. This shows that the maintenance that you had done was improperly done. [] My maintenance was not “ improperly done” my contractor cleaned my refrigerator and showed me all of the dust and hair that was on the coil, all that was removed and the clean black coils afterwards. So I do not think it is fair for you to make the accusation that my tech improperly did his job. I was also advised when my contractor was out for a 2nd opinion that the coils were not clogged enough to cause any issues with  operating systems. The defrost heater failed as a result of normal wear and tear. We do see that CHW offered you a full refund for the policy providing you sign the release agreement that we have sent to you. The agreement is because the policy itself is not entitled to a refund and as a goodwill, we are offering it to you. Please send the release back to us if you would like to accept the full refund. If not, we will be happy to continue your policy but please understand that this claim would not be covered due to the leak and lack of proper routine maintenance.     
Complaint: [redacted]
I am rejecting this response because:
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]
Upon review of your claim, we do see that our technicians around your area that we use were not available at the time. We do apologize for this and we do see that you have chosen to cancel the policy since you already had the work completed. We would like to offer you a full refund of the policy since you have chosen to cancel it.
Kindly contact us and we will provide you with the documentations to sign to receive the full refund.
We do regret your frustration with this claim and the policy.
Regards,
CHW