Bass Services, Inc.

Dear [redacted],We regret to hear your frustration. In review of your policy, due to your “past due” status, your check that was to be mailed on out on July 15 has been cancelled.  Please understand that our checking system is automated and if an account falls in the status of:...

cancelled, past due, inactive, or expired, the check will automatically cancel. We also show no record of the completed survey.  We recommend that you contact us directly in the future to resolve the matter immediately. Although we do not have record of your completed survey, as a goodwill gesture, we have waived this month’s payment of $40.00 and will reissue your check in the amount of $230.00. Please allow 5-10 business days to process before the check is mailed out.  If you have any further questions or concerns, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday -9am-5:30pm EST.Regards,CHW

Complaint: [redacted]
I am rejecting this response because : I purchased you all warranty on September 17 2015. So my microwave was working until I made my claim. For the service guys who came out like I stated they didn't take anything apart. The only thing they done was get the model # only and said they would call us to reset the unit , which they didn't do. We paid them and the problem was not taken care and we didn't here back from them. 
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]t.   Upon review of your claims, it appears that the claims have been covered in accordance with the policy agreement. Please make a note that we aren’t an emergency company so we don’t want to jeopardize the health of you or your family. In the event you have an emergency, please be encouraged to reach out directly to your local emergency authorities. We want to be able to provide all of our customers with outstanding customer service at all times. A recent review of your most recent claim shows that we have sent you a reimbursement form which will allow us to reimburse you funds in accordance with our guidelines. In the event you have any questions, please call our customer service team directly at [redacted].   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:The claim is false.  I have found the recite that it clearly says my unit was service and in great condition back in May 2016.  I have called them on Last Sunday after I had found my recite. I told the representative that I got the paperwork that shows the service after they were denying over not being service.  They still denying it over what basis after I my document of service the unit and it good condition!.  The unit has been service and cleaned in May of 2016 and it clearly says my unit was in good condition. I can fax the recite to them.  They first respond was that I have not service it and that why they denying. Now I have found the recite that shows it was service and good condition by a licence and bonded company back in May 2016 they still clamming on what on their word instead of prove of service!.  It's motor has gone bad over wear and tear and it's in their contract to be covered. If they think my unit has as contract says it's not cover why and in what basis their representative offer me $100 to fix it myself!  There was no reason they would have offer me any money if they were in believe that what are they claiming! their voice is taped when they have told me that they offer me $100 just in case.
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]   Your claims have been reviewed and they have been processed accordingly. The claim for the water heater, CHW sent a technician to repair the covered problem, however there was an issue that prevented this from working properly. The technician was sent to address the issue a second time and it was determined that the unit had a 6 year warranty. Section Letter F, Number 15 of the policy states, “We are not responsible for any repair, replacement, installation, or modification of any covered system or appliance arising from a manufacturer’s recall or defect of said covered items, nor any covered item while still under an existing manufacturer’s, distributor’s, or in-home warranty”. Based on the information however, you were able to have this addressed with the technician and his company and they paid a portion of your bill.   The claim for your Pool Spa (claim # [redacted]) was also processed accordingly. You called CHW to advise of the issues that you were experiencing with the technician and his wife and it was documented and handled accordingly internally with the vendor relations team at CHW. However, CHW did dispatch the claim and handled the diagnosis appropriately. CHW does offer a reimbursement option for customers that would like to have the services performed quicker in which CHW will reimburse at the rates of CHW and also cover the work provided prior authorization is sought by the customers chosen technician. CHW doesn’t cover secondary damages and the seal plate damage was caused by the motor failure. CHW did pay for the motor failure.   Claim #[redacted] was placed for the air conditioning unit. Based on the diagnosis received from the technician there was a leak and rust and corrosion was present. Section Letter F, Numbers 1 and 8 indicates that rust and corrosion aren’t covered under the terms of the policy. The technician was able to see the leak and also able to see the rust and corrosion. This claim is not covered.   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 we do see that the failure to the unit was caused by rust and or corrosion which although might be normal, it is not a covered item under our policy as it states it in Section F. Limitations of Liability #1 as well as #12.The technician’s diagnosis stated that the condenser coils were leaking and this was due to server rust and corrosion. 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: This Company's technique is to deny all major claims, there were multiple claims with the same Air-conditioning unit, Choice Home Warranty sent incompetent service technicians to evaluate the system, there was no time during these several service calls that any of the choice Home Warranty's service providers diagnosed a corroded or leaking coils, I finally decided to hire an independent Air-condition repair company who discovered the leaking coil. These coil leakage/corrosion was caused by the incompetent service technicians that choice Home warranty company sent to evaluate the unit and the service provided causes the corrosion that ultimately lead to the leak. Choice Home warranty is the worst warranty Company in the industry, they are very unreliable, they deny all legitimate claims using exclusionary languages to deny claims, the Attorney general of all states should investigate this fraudulent company because they make big promises in order to sign up customers but when faced with major claims they look for ways to deny the claims. This is why this Company's reputation is currently being exposed by many unhappy customers like me. Please do not buy this Home warranty contract, they are very bad and sure waste of money and full of frauds. They are bad plain and simple. The worst Home warranty Company out there.
Regards,
[redacted]

Dear [redacted]
We regret to hear your frustration.  Please understand how our dispatch system works.When you place a claim, our system automatically dispatches the claim to the best available technicians in your area.  Once a technician accepts the claim, you will receive an...

automated email and voice message with technician’s information.  At that time, you can reach out to the technician to schedule an appointment or you could wait for the technician to reach out to you to schedule an appointment. Please note, that if you are unsatisfied with a technician, you do have the right to request a new one, in this case, you did not.  In review of your policy, we do see that this technician was dispatched to your home three times on three different claims, however there is no prior documentation that you were not satisfied with the technician or that you did not want the technician to come to your home. You are always welcome to use our reimbursement option as well.  This would mean that CHW would provide you with a reimbursement form and you would contact the technician of your choice, they would contact our inside authorization with a diagnosis of the issue.  CHW would then advise the technician if the claim is or isn’t covered and if it is, they would provide an authorization number to the technician.  However, if the claim is not covered or if you have work completed without authorization, CHW will not pay for any part of the claim.  This is stated in Section C. Service Calls #3CHW would never want you to be upset with the technician that comes to your home nor do we condone any rude behavior.  We will report this to our Vendor Relations Manager who will then speak with the technician about his manner and tone.Our Claims Intake Specialist did advise you that upon the technician’s arrival, you are to pay your service call fee of $45.  Per our policy, Section Letter C, Number 4, it states the service call fee must be paid on every claim placed. You expressed your frustration to our Sr. Claims Specialist in regards to the technician’s performance.  As we always strive to provide the best customer experience, we issued you a goodwill gesture for a free service call fee to be used on your next claim.  At that point, you requested to cancel.  Per your request, Choice Home Warranty has cancelled your policy.  You are not entitle to a refund per our policy, Section Letter L of Cancellations:This 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 do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted],Per our last conversation with you, we have come to a settlement agreement to issue you $750 and cancel your policy.  We have emailed you the necessary paperwork to sign and return (Email was sent 6.29.17 at 12:19pm EST).  Once we receive it, we will send you an email confirmation stating that it was received and that we will start the process to issue you the funds.  We will also send an email confirmation when your policy has been cancelled. Regards,CHW

For the record, I had my refrigerator repaired FOR REAL by the GE company.  That is the brand of refrigerator I have.  A new computer was needed.  not a refrigerator compressor or having the coils cleaned as CHOICE Home Warranty pretended to avoid truly fixing the problem.  After the enormous headache they caused me, I further implore upon you to WARN the public.  As reviews were randomly good or terrible, I am certain they decide to fix some  problems, and randomly choose not to fix others.  But once on the "no service" list, I feel certain one could only get grief from them without an honest repair.  The upset, pocket book expense and fraudulent practice that they company treats their victims to is unconscionable.I have not been paid the settlement as yet, they got off easy, I spent twice as much just to get rid of them.

I am rejecting this response because: the 100$ credit has not been made to my credit card yet as of  7-9-15 @ 10:30 am.

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]   The claim that was placed for the air conditioning system was processed per the policy. The diagnosis received from the technician was that the compressor had shorted and failed. This is something that is typically caught and prevented with proper routine maintenance. This is not considered normal wear and tear. Section Letter A, Number 2 indicates that the policy only covers 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

We have contacted the Service provider about your claim that he stated he has not been paid and we will speak to him about the contract that they have with us.  Our providers do have a different contract that they signed up with our company with and they are advised on how to submit invoices to us to receive payment and when payments will be paid.In reference to your check, we have verified that the check was sent out to you and will be happy to provide another check to you.  We would have to charge you a fee to cancel the first check since it is before 90 days or we can wait the 90 days and reissue a new check at no cost.However you would like to proceed is fine with us.  We do thank you for the concern with the provider and again this issue that he has brought to your attention will be handled with their direct contact with our company.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 [redacted]   CHW continues to work diligently to assist our customers by decreasing our wait times. Due to our recent growth, we have a high volume of incoming calls and want to work effortlessly to handle all of the calls. Please accept our apologies, however your feedback is very valuable and will be used to increase the level of customer service provided. After reviewing your claim it appears it was handled in accordance with the policy. If you have any questions please feel free to call the 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

I am rejecting this response because:
First,I was told $30 fee, now you say $35..this is the sort of run around CHW constantly does.  I, no more than you, can be responsible for the US mail....you can check and see the check has not cleared the bank, therefore it is your responsibility to reissue the lost check at no charge to the victim.....Me!!
Regards,

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 water heater tank was leaking and needed to be replaced. Per our policy, Section Letter D, Number 6, CHW does not cover “…CHW does not cover the main, holding or storage tanks…” 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 we offered you fund in the amount of $100 to assist you on the non-covered claim.  You accepted this offer.Please note, that per our policy, Section Letter L of Cancellation:This 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 do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

A review of the claim shows that CHW requested that a proof of repair be submitted. However, what was submitted was a temporary fix to secure a leak. An invoice was sent to CHW indicating that Freon was added to the system which is not a valid repair as it will leak out again. The leak was obvious when the Freon was added. What was requested was documentation that would indicate that the leak had been secured, fixed properly and would result in further coverage.   Regards, CHW

Dear [redacted]We regret to hear that you have cancelled your policy with Choice Home Warranty.  Our records show that your policy was cancelled May 22, 2017. Please allow approximately 5 business days for the funds to be reversed back to your card. Regards,CHW

Dear [redacted]We regret to hear your frustration.  In recent review of your policy, your refund in the amount of $2,240 has been issued back to your card today, July 19, 2017 at 3:20 pm EST. Please allow 5-7 days for it to appear on your bank statement. Regards,CHW

Dear [redacted] We regret to hear your frustration.  Please be advised that we did not receive the signed transfer form that is needed in order to transfer this policy to your name.  Therefore, all of the information we currently have is the previous owner’s information. Our...

records show that we did email the transfer form to the previous home owner on 9/20/17.  To expedite the transfer to your name, please contact the previous home owner as we must receive the signed transfer form in order to proceed. Regards,CHW