Bass Services, Inc.

Complaint: [redacted]
I am rejecting this response because: Just because you have a lot of Legal Jargon to prevent you from having to cover anything does not mean you are an honest company. I am still shocked at the lack of "Warranty" your company offers. I will never do business with you again and for all my rentals they have or will be moved to a much better company that takes pride in helping the customer and not finding every single loop hole. Until fully paid I will not accept any rationalization on Choice's Legal end. I would have never left my existing company had I know Choice was this way. I confirmed before I agreed that my house would be fully covered from day 1. Sorry your company can't live up to the standards your sales people advertise. No need for a response because all you are doing is sounding like a legal jargon broken record and anyone that reads this will realize you may be legally covered with 4.1.2.3.4.2 of the contract but common sense says you are dodging doing your job which is to warranty when something breaks on your watch.
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 system was 50% low on Freon.  It was also found that the evaporator coil was severely rusted and corroded, this is what caused the Freon leak. 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 we offered funds in the amount of $250 to assist you on the non-covered claim.  You declined this offer and requested to cancel.  Per your request, we have cancelled your as of June 16, 2017.Please understand that you are not entitled to a full 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] We regret to hear your frustration. We have taken consideration of the date mix up however, based on the diagnosis that we received, please understand that the unit showed that there was a lack of proper routine maintenance. Per our policy, Section Letter F, Number 12, Choice Home Warranty does not cover failures that are caused by a lack of “…perform normal or routine maintenance…” In order to further dispute this claim, records showing proof of proper routine maintenance would be requested.  Unfortunately, we are unable to request these documents or further dispute this claim as you have cancelled your policy. Regards CHW

Complaint: [redacted]
I am rejecting this response because:
  I disagree with CHW.. They have not expended any money for repairs.  They sent out two technicians, which I paid the service charge as per CHW.   No repairs were made to the refrigerator.  I have repeatedly tried to contact CHW customer relationships ([redacted] and they have not responded since 11-20-2017.                                          Thank you, [redacted]   [redacted]
Regards,
[redacted]

Dear [redacted]n,We regret to hear your frustration.  In review of your policy, it shows that as of June 15, 2017, your policy has been cancelled at your request. Per our policy, Section Letter L of Cancellations, you were only eligible for a prorated refund, therefore you were refunded $1,514.99 of the $1,750 that you paid for your policy. Due to your policy cancellation, we are no longer able to assist in the dispute of this claim, however, as a goodwill gesture, we will off you a full refund of what you paid for the policy.   We have already mailed your check in the amount of $1,514.99.  The balance remaining, is $235.01, which will make your total a full refund in the amount of $1,750.To accept this offer, please find attached release agreement. Kindly sign, notarize, and return the documents to the attention of “Consumer Advocates” and also include your policy number.  You can return the document by email, fax, or mail.  Please note faxing does take 24 hours to upload into our system.  The fax number email and mailing address are listed below.[redacted]
[redacted]
[redacted]
[redacted]CHW

In accordance with our policy, section Letter F, Number 9, We have the sole right to determine whether a covered system or appliance will be repaired or replaced. We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color.  Regards, CHW

Complaint: [redacted]
I am rejecting this response because: I don't have an issue with the technician. My issue is with your company. My claim was about an ice maker on my refrigerator and your company knew when I opened the claim that this is something not supposedly covered. Your representatives went ahead and filled a claim knowing that it would be rejected and I was charged a fee for a service that your company knew they do not or would not cover. You knew this and acted like it was covered to get me to spend money I didn't need to spend. I want the $45.00 back from choice home or a credit towards another call. We are starting off with a bad start.   
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 both of your claims, we advised you and it is on the reimbursement form that CHW requires the technician to contact CHW before any work is completed.  We did advise you that if the work is authorized, CHW will provide you the amount that we would pay for the unit to be fixed.  Please refer to your policy and note that CHW is not an emergency service and therefore we do not pay for pricing for one.For the AC claim, we do see that CHW is reimbursing you at our rates regardless that the work was completed without authorization as it is stated it needs to be in Section C Service Call, #3.  CHW did reimburse you and as a good faith offer they did not charge you for the $45 service call fee of $45.  However, since this would have been a covered claim, as a goodwill gesture CHW is offering to provide you for the full amount that you paid for on the Air Conditioning System claim.  We will authorize the check for you today ( 6/27/16) for the total amount that you paid $276.85, however we are not able to provide you with a reimbursement for the Refrigerator due to the fact that the invoice that was provided to us showed that maintenance was done to the unit.  Per our policy, CHW does not cover any maintenance.  The condenser fan motor needed to be replaced and rewired due to the dirt and debris that was found inside the unit.We are happy to assist on any claim that is covered per the terms and conditions of our policy.Thank you,CHWWe 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 organization has entered into a contract with no intention of honoring this section of the contract as evident from the 100+ other AC complaints now on the Internet.  I will be peaking a class action suit similar to the other suit that was settled in 2015.  The practice of this company has not changed and hiding behind the fine print of a contract without proof of negligence will not be allowed to continue
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 the technician you used explained to us that the coil was leaking internally from the fin section of the coil itself. The unit coils were not clean when tech arrived to the home; this shows us that there is a lack of proper routine maintenance on the system. This will cause issues such as this with the system. Per our policy Section F. Limitations of Liability #12 states that all units must be maintained per the manufactures specifications. The technician also advised us that he did a previous repair for this unit but never for a maintenance call.
After speaking with you, you admitted never to have had maintenance done be a licensed technician. Again per our policy, this is a requirement.
If you have any type of routine maintenance, please send it to [redacted] for further review.
We do regret your frustration with this claim; however we are in 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 www.choicehomewarranty.com/useragreement. A review of the claim that you placed for your refrigerator shows that there is a Freon leak on the sealed system and it caused the compressor to overheat and go bad. Per our policy in section Letter D, Number 3 states that Freon is not a covered item. The damage to the compressor is considered secondary damage, based on the Freon leaking in the sealed system causing the compressor to overheat. The secondary damage is not covered in accordance to the policy section Letter F, Number 19. CHW’s policy does offer replacement, however, that is only applicable to claims that are covered which this claim is not per the terms and conditions of our 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, CHW has been able to assist you with the majority of the claims that you have placed.  I do apologize for the delay with this claim and the check that you are to receive in the amount of $430.00.  I do see that we have mailed the check and that there was a system error. This was a mistake and has been taken care of.  I do sincerely apologize for this inconvenience and have added a onetime free service call fee ($45) to your policy for any future claims. We thank you very much for being a valued customer to CHW and again, apologize for the delay in the check that you are to receive.Best regards,CHW  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].   Please accept the apologies of CHW with the delay in obtaining a technician who is able to provide the necessary service. As indicated in section Letter C, Number 2 of the policy, “Upon request for service, We will contact an authorized Service Provider within two (2) days during normal business hours and four (4) days on weekends and holidays”. We were able to dispatch a technician on 11/18/16 for the claim that was placed on 11/17/16, however, it appears as if the technician didn’t have hours conducive to your schedule. CHW does offer a reimbursement option which was presented to you and is available for all claims. At this time, records indicate there is an appointment scheduled to have this issue resolved and you have been provided with a free service call. Please call the customer service team directly with 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 our web site at [redacted]
Upon review of your claim for the dishwasher we do see that this has been resolved with a payment to you as it is stated in our policy, Section F. Limitations of Liability #16. “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.” And we provided you with $225.00 for this claim. We did advise you that the check would take 30 business days to process.
Please note, upon request for service CHW will dispatch a technician for you within 2 days on a week day, 4 days on a weekend and holiday’s however you are responsible to set up the appointment with the vendor to have them come out to your home. Please review Section C Service Calls.
We do apologize if anyone in our company was rude to you in any way, CHW does not condone that type of behavior and we will review the calls that you had with our company.
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy.
Regards,
CHW

Dear Mrs. [redacted],As a good will gesture we will provide you back a refund of the one month that you have requested in the amount of $40.00. CHW is not a scam and we did our best to assist you with the claim that you had.  If you had disagreed with the outcome of what the technician advised us, you could have provided a second opinion rather than cancelling the policy.As we stated, you will receive a refund of the one month’s payment back that your credit card that we have on file.Thank you,CHW

Your company prolonged the reply past 30 days asking me to show that I had pre-existing coverage . bouncing me around to sever people .I faxed and emailed information to choice under the assumption  that with this proof I would get satisfaction  and  cost of repair from your company . Your company asked me to sign a document and give up my constitional right of freedom of speech because  I was dissatisfied with the service. I stated that I needed to seek legal advice if this request was legal or not.  No one offered any good faith money just the return of my original fee until better business became involved. The delay was on your end-Not mine I stated at the beginning that I was not pleased with the refusal of service of my oven..I also Stated that I had overlapping service greater than 30 plus days for four years  covering my appliances from another company and had been very happy with their service  . Your company had introduce a lower  introductory annual coverage less than my company of four years so I changed companies . I have documentation of communication with your company via faxes stating this .....So in dollars and cents ---What is the value that Choice is offering me .You must send me a copy of the offer

Complaint: [redacted]
I am rejecting this response because:
This particular motor has complicated separate controller and circuit board, that can fail too, and this is not mechanical damage. Based on the conversation with the technician, it was probably the case. The motor was freely rotating when it was taken off, so there is no mechanical damage but rather electrical.  
Regards,
[redacted]

Unfortunately, CHW is not able to reimburse for funds that weren’t paid directly to CHW. The funds were paid to the technician and if there is an issue with the diagnosis made by the technician, please contact the technician. As indicated in section Letter F, Number 19 You agree that we are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performance. You also agree that we are not liable for consequential, incidental, indirect, secondary, or punitive damages.   Regards, CHW

Complaint: [redacted]
I am rejecting this response because:Where did you get the heat exchanger was under warranty?  If you are only fixing it because of that then you are agreeing that if it wasn't under warranty you would be liable.  If any of the technicians that came out found it was under warranty I would like that information.  If not then CHW is liable to fix it.
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 complaint and claim, we do see that the issue was resolved and that your unit is now functioning. If this is not the case, please contact us at ###-###-#### and you can speak with any of our Customer Service Reps to assist you.We do regret your frustration with this claim however CHW is in full compliance with our terms and conditions.Thank you,CHW