Bass Services, Inc.

Complaint: [redacted]
I am rejecting this response because: First of all the customer representative did not call me to discuss about this complaint or resolve this complaint. She called me for reason for denial of the 2nd claim. So this is totally different issue. I have been cheated by the business and their technicians. Every time technicians came they told me different stories. Did not even diagnosis issue correctly and unnecessary charged me for things which should have not been charged. On top of that they broke my air condition unit which caused even bigger problem. I have to replace to whole unit now.  My ac unit is off since last 4 week with 100 degree temperature outside. This is impacting me and my family big time.  Also there was a class action lawsuit filed against this business for unfair and deceptive practices which they lost and they agree to settle this. The proves that this business is cheating customer and running big scams. The sales guy over the phone never told me about any exclusion and I was told most of the issues are covered and made me to pay without a contract. I was never sent a contract in mail. Only thing I got an email to sign up online to check contract. The way contract is written that they have put everything in excluded. So they never have to pay anything when AC unit doesn't work. But the sales guys tell you most of the thing are covered and that is how business also advertise when they want to sell the service/product. This is a big fraud. I see so many complaints about this business. There is class action lawsuit file against this business. Revdex.com rating is C+. So many people, organizations cannot be wrong.    
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 the claim was handled properly. The downdraft vent that needed to be replaced is considered a separate appliance and coverage is not offered. The portion that was covered was handled properly. Please refer to your policy to review what appliances are covered. CHW did make an attempt to assist with the non-covered repair by offering to provide a $100 goodwill payment but haven’t heard back. If you would like the assistance with the non-covered repair, please call the CHW customer service team back at ###-###-####.     We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Our goal is to provide outstanding customer service and when there isn't a coverage offer, we work with our customer's and often times will make a goodwill gesture. We have extended this to you. In the event you are interested, please call our customer service team at [redacted]. We will be happy to assist you.  Regards, CHW

I do understand your argument about the weather as we are located in NJ as well, the point of the matter is that this unit did not come into the contract in good working condition.  It is a known or unknown pre-existing condition that CHW does not cover.  As a courtesy for you, a goodwill gesture we have offered to split the cost of repair for you.  Please see in our policy Section F. LIMITATIONS OF LIABILITY 1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.This is the reason that we have not offered to cover the entire claim but half.  Our offer of paying half of the claim still stands if you would like to contact us back.  We do apologize but this is the offer that we are giving to you as a goodwill gesture, we are not offering to cover the claim as it is not covered under our policy.  Please note that CHW is not an insurance company, we state this in our policy as well.A. COVERAGE#3   NOTE:  This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.Respectfully,CHW

Records indicate that you no longer have an active account with CHW and that you have canceled because you were upset. A review of your claims shows that you expressed concerns that a technician had caused harm. In accordance with the policy 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. Please contact the technician directly to have this matter resolved. The second diagnosis was obtained after the policy was canceled, had it been done prior to CHW would have had the flexibility to work with you on resolving the issue. 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/useragreement.com.Upon review of your claim for your Limited Roof Leak claim, I do see that the diagnoses from the technician stated that the majority of the roof would have to be repaired; this is considered to be a replacement of part of the roof. Per the policy, Section Letter E., Number 6. CHW is not responsible for repairs related to partial roof replacement and appendages.On 7/31/15, we assisted with a goodwill gesture and removed the optional Limited Roof Coverage from your policy.  This was not something that CHW had to do, they did this as a good will gesture.We do apologize for any frustration that this claim has given you.  If any of our employees were rude to you in any way, we do apologize as CHW doesn’t condone that type of behavior.  We will look into the calls and if there were reps that were rude, the VP of Operations will be notified.As per the claim, CHW is in full compliance with its terms & conditions.  Respectfully,CHW

Dear [redacted],
After reviewing the claim and reviewing all the offers CHW tried to assist you with. We did review the pictures that were sent in from the technician. The leaks from the section of the coil only occur due to corrosion which is not covered under our policy.
CHW did attempt to assist with the claim however you chose to reject our offers and replaced the unit yourself then canceled the policy.
Per Section L. Cancellation, we did agree to allow you to cancel and at that time there was no mention of a full refund since we do not provide a full refund after the first 30 day grace period.
We do apologize for any frustration however CHW is in full compliance with the terms and conditions.
Thank you,
CHW

Complaint: [redacted]
I am rejecting this response::I am late with my response because my computer has been acting up. The week of Aug 22, you sent a plumber (F.A.S.) because of an under sink leak. Thinking he was reliable, because you sent him we paid $ 183.00 to fix a shower drip and $ 1000.00 to fix the kitchen leak. He said Choice would pay for either. The shower drip became worse. We hired a Revdex.com/A+ plumber who removed the old shower cartridge-no more drip. This certified plumber said the kitchen leak job should have cost a max of $375.00 We ound out later that your plumber outfit has Revdex.com rating of F- and several open complaints.  We have cost $808.00 because of the plumber you sent. Our A/C System quit before Labor Day. We had our A/C maintenance Co. Revdex.com A+ give us a diagnosis- a Freon leak in the coil- over $2000.00 to replace. We called you and sent you this statement by e-mail. You sent [redacted]who said it was line leak, for which you didn't pay - we paid him $45.00 service fee. Then you sent [redacted]. who said CHOICE would not pay for a new coil. Now you  say you you.to send someone to test our Air Unit. The air temp has been over 90 DEG. We only want out of our contract with you. Sofar we have received nothing but more problems from you. We called a certified Revdex.com Air Service to replace our coil. We paid you $2345.00 for a contract that stared 6/26/16 and ends 6.26.2022. We have cost you nothing. Please  return our 2345.00, which will help pay for your plumber's overcharge of $ 808.00, the 2100 $ to replace the coil and the $363.00 for [redacted] diagnosis and Freon- a total of $ 3271.00.
Regards,
[redacted]

I am rejecting this response because: The funds being sent to me were contigent upon me providing confirmation to Choice HW.  I provided the needed information, but have not received the funds. I have called 2 times and sent 4 emails requesting confirmation that Choice HW received what was needed, but nobody will respond.  At this time it has not been confirmed that a check is being sent to me, thus a resolution has not been met.

Complaint: [redacted]
I am rejecting this response because:  there's is no way that anyone in your office can sit at their desk and look at pictures to determine the cause of my problem.  The contractor said there was some rust but not enough to cause a failure.  I have since tried contacting the company (choice home warranty) and can no longer get through to anyone after I enter any identifying information. Shady...unethical and just bad business.  
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The AC tech told me that " He has never seen such a well maintained and clean AC system". I recontacted the tech and he is denying what CHW is claiming. He also reconfirmed that missing cap has nothing to do with loosing refrigerant in the second unit. The cap does not help to hold pressure and only prevents dirt/debris from getting in.  
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 it was handled properly. The claim was placed at 8:33am on 12/10/16. The claim was dispatched on 12/11/16 at 6:41am. An automated email and voice message was delivered providing the technician’s contact information which should be used to schedule a mutually agreed upon time. This technician then advised CHW that he wouldn’t have any availability until Thursday. At that time, CHW dispatched the claim to [redacted] who was able to schedule an appointment. Section Letter C, Number 2 of the policy states, “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. The authorized Service Provider will contact you to schedule a mutually convenient appointment during normal business hours”.   CHW is not able to determine an outcome of the claim until the information is received from the assigned technician with specifics about the diagnosis. This information was received on 12/13/16 and the technician sent in the billing information. The repairs were authorized by CHW on this date. The technician will need to schedule a time to make the repair. CHW apologizes if the technician provided you with incorrect information, however, the policy outlines in specific sections how the claim is handled and it was handled accordingly. Please call the CHW customer service team if you have any questions to speak with someone directly 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 www.choicehomewarranty.com/useragreement. Upon review of your claim we do see that your policy began with CHW on 6/2/17, you placed your claim for the unit on 7/21/17.  The unit was stated to have shorted to the ground, per our policy this is not a covered claim.  This failure is not something that happens within the time frame of the policy and this is not considered normal wear and tear. Please see section F. #1 as well as A #2. As a good faith offer, we are offering you a onetime free service call fee and one month of service with no cost. To accept please contact us at ###-###-#### and it is documented in the claim. 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] A review of the claim shows that it was processed according to the policy.  Based on the diagnosis that we received, we determined that to provide a long term solution to future potential issues with your Refrigerator unit, the best corse of action was to provide you with funds towards a new unit.   Per our policy, Section Letter F, Number 16 states 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 advised you about the outcome of the claim and our policy and offered you $500 towards a new refrigerator.  You accepted this funds as 11/10/2017; please allow 30 days to process before the check is mailed out.  Please note, that due to your dissatisfaction, we increased these funds from the original $389.99 that was offered.  This claim has been considered settled. 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.]
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]

Hello,   CHW apologizes for any confusion or miscommunication Records indicated that a credit was provided to your credit card on file in the amount of $675.00 which results in the policy being $375.00 for a 1 year policy. It is also very important to note that CHW is not a homeowner’s insurance company. CHW is a company that will provide you with peace of mind during your [redacted]e of need in the event repairs are needed to your household appliances as outlined in the policy. Your policy with CHW had an effective date of 7/6/16 and your first claim placed on 7/7/16 was for the air conditioning not cooling. When the technician was able to diagnose the issue it was diagnosed that there was an existing leak. Since the policy was new, something of this nature couldn’t have happened in one day. However, since CHW wanted to be able to continue to assist, you were advised by the team to have a leak test completed and to have the issue repaired so that it would be a covered item in the future. Although CHW doesn’t want to lose valuable customers, if you would like to cancel your policy, please call the customer service team directly at [redacted].   Regards, CHW

Complaint: [redacted]
I am rejecting this response because: no owners manuel mention that not cleaned stove top burns receptacle and element. How burnt infinite switch is related to all this. So this is clearly refusing to fix my stove.
Regards,
[redacted]

Ms. [redacted],We do see that you did try to dispute your credit card purchase of this policy but again the policy amount of $41.88 was refunded to you.  Thank you,CHW

[redacted],We understand how frustrating that this is, we do apologize for the delay although the shipment is out of our control as we explained to you on the 23rd, we did re-order the part.  Thank you,CHW

,Reviewing your policy, you did receive an extra month free.  You purchased your policy on 08/11/15 and the Contract Term would have begun on 09/11/15 it should have ended one year later on 09/11/16.  If you were to receive a free month, we would provide it at the end of the coverage therefore your extra month for one policy would have ended on 10/11/16.  Due to the fact that you cancelled and did receive a refund of the policy, we are not able to provide any type of coverage for your homes.Thank you,CHW