Bass Services, Inc.

Complaint: ***
I am rejecting this response because: My concerns was not in reference to the Leak TestI paid to have that performedThe Technician did not indicate the issue was due to rust or corrosion, he stated it was due to wear and tearYou came up with your own conclusion and I find you always find a way to deny a claim.
Regards,
*** ***

Complaint: ***
I am rejecting this response because: There is no apology as to how I was treated*** *** yelled laughed at me and tried to bully me into keeping this policy for which I never received a hard copy of. Is this the way businesses in N.Jare allowed to do business? I sent a letter to the attorney general of N.Jand I hope their business practices are investigatedIt remains to be seen if I will get my down payment of $back
Regards,
*** ***

*** ***,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 *** All of our information was sent to you upon your start date as wellYou did receive a hard copy and an email with the policy’s terms and conditions.Upon review of your policy that began on 8/13/15, you placed a claim for your AC System on 8/24/ The technician came to your home to diagnose the issue, they stated that the issue was that the unit was pounds low on Freon and it was explained to us that this is typical for any unmaintained units Since the policy had started days prior, we advised you as per our policy Section ACoverage states that all units must come into the policy in proper working order and also we do not cover any units that lack proper maintenance as stated in Section F Limitations of Liability #12.We do apologize for any frustration but this claim is not covered per our policy.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us Regards,CHW

*** ***,We do regret your frustration with this claim and we do see that CHW offered to provide you with a goodwill gesture of $to help towards the unit. However, per our policy Section F#CHW is not responsible for any negligence of a technician and we are not responsible for
any items that were ruined.We certainly value you as a customer and over the past few years all of the claims that you have submitted to us have been covered. CHW has paid a total of $in claims for your policy.We have added a onetime free service call fee to your policy in an event that you need a service provider to come to your home for a new claim.Thank you,CHW

Dear *** *** 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, you purchased your policy with CHW on 2/15/and the policy went into effect on 3/15/ CHW provides our customers with days to review the terms and conditions of the policy and ensure that they fully understand Once the policy begins, it is understood that the customer has reviewed the policy in full.In reference to your policy, CHW has assisted you in $in covered claims You do pay CHW on a monthly basis of $which you can cancel at any time without any type of issues Due to the fact that you have not paid for the policy for a total of one year up front, CHW wouldn’t have any type of refund for you and again, you are able to cancel.If you wish to cancel, please contact our Customer Service Department at ###-###-#### and we will cancel the policy for youIf you wish to write a letter to cancel, please send it to *** *** *** *** *** *** *** Edison, NJ or lastly you can email us at [email protected] and kindly add your policy number which is ***We do regret your frustration however, CHW is in full compliance with the terms and conditions of the policy. Regards,Choice Home Warranty

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 started on 06/16/15, your claim that was placed on 6/16/was a non-covered claim due to the fact that all units have to come into the policy in good working order CHW does not cover any known or unknown pre-existing conditions A compressor cannot go bad within a month of having a policy, this would be pre-existing to our policy Please see Section:ACOVERAGEAre in place and in proper working order on the effective date of this home warranty contractThis contract does not cover any known or unknown pre-existing conditionsIt is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or componentsThis contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,square feet, unless an alternative dwelling type (i.eabove 5,square feet or multi-unit home) is applied, and appropriate fee is paidCoverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homesThis contract describes the basic coverage and options availableCoverage is subject to limitations and conditions specified in this contractPlease read your contract carefullyNOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.We do apologize if you are upset or frustrated with this claim, CHW does follow everything within our policy and we urge our customers to read the policy Please understand that we are not calling you as you stated it a “liar”, we are stating that this cannot happen within the day that your policy started, CHW does not cover any known or unknown pre-existing conditions. I also see that on 6/17/15, you chose to cancel this policy and CHW did comply with your request We are not able to cover any part of a claim that is non-covered and has a cancelled policy, we do apologize.CHW is in full compliance with its terms & conditions Respectfully,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, I do see that CHW was able to assist you in the following claims:Claim # *** for your Air Conditioning System in the amount of $330.00Claim ***for your Plumbing System in the amount of $100.00Claim #***for your Washer in the amount of $400.00I do see that we are unable to assist you with the newest claim for your AC unit due to the fact that the technician stated that it shorted to the ground There are ways that this could happen and all of these ways are not covered by CHW.1) Power Surge/Lighting Strike 2) Manufactures Defect 3) Acid Burnout (Due to improper previous repair or improper installation)4) Lack of Proper Routine MaintenancePlease see Section FLIMITATIONS OF LIABILITYWe are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressureWe are not responsible for repairs related to inadequacy, lack of capacity, improper installation, mismatched systems, oversized systems, undersized systems, previous repair or design, manufacturer’s defect, and any modification to the system or appliance. We do regret any frustration that you dealt with in the outcome of this claim CHW strives to help our customers with all of their home needs We do follow our policy and we do expect our customers to as well.I do see that you were offered a full refund of your policy because you disagreed with our decision, despite the fact that CHW has paid out over $in claims for your units I also see that you have declined this offer I do apologize but there would be nothing more that CHW could offer you at this time.Thank you for your feedback as it is always helpful for us; it allows us to improve our customer service.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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Dear *** ***, 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 ***. You purchased two policies: on in October of and the other November of Our policy Section L, Cancellations states:This is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturerThis is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty You may cancel within the first days of the order date for a refund of the paid contract fees, less a $administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:Nonpayment of contract fees;Nonpayment of Service Fee, as stated in Section III;Fraud or misrepresentation of facts material by You to the issuance of this contract;Mutual agreement of Us and YouIf canceled after days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $administrative fee and any service costs incurred by Us All cancellation requests must be submitted in writing.We do strive to provide the best customer experience, and regret to hear that you have had less than As a goodwill gesture, we would like to offer you a one-time free service call fee for your next claim To accept this offer, please contact us directly at ###-###-####.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear *** ***, 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 *** A review of your claims show that the claims were processed accordinglyThe claim for the plumbing system which was placed on 4/29/16, was handled properlyCHW dispatched a technician and there was no issues foundThere was another claim for the water heater that was placed on 11/16/Section Letter D, Number of the policy indicates that fuel, holding and storage tanks are not coveredCHW values all customers, however, if you would like to cancel, please refer to section Letter L, Number of the policy and call the CHW customer service team at ###-###-#### We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear *** ***,We regret to hear your frustration and do apologize for any inconveniences Please note that your check, with check# *** was mailed out on June 13, via USPS Unfortunately there is no tracking number to provide You do have an option to pay $
(this is the charge from the bank, not CHW to cancel the check) to cancel your check and have your check reissued.Otherwise, you may wait for the check to arrive If the check has not arrived after days, it will automatically void (if not cashed); we would then reissue the funds at no charge. If you choose to pay $to cancel your check, please contact us directly at ###-###-####, Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm.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 this policy, it shows that the contract holder is Farah Ali I do see that the policy was upgraded to a new policy number *** As we explained to you, this would be a new contact since your other policy had to be closed prematurelyThe new policy that you had, you paid $that CHW did in fact give you credit back towards, we refunded you that entire amount as you had paid that to us Unfortunately, due to the fact that every time a claim is placed a service provider is dispatched, that $is a service call fee paid to that service provider to diagnose the unit CHW does not collect those funds therefore, we are unable to refund you for something that we did not collect.We do apologize, CHW’s policy clearly states that upon arrival of the technician you are to pay the service call fee to themPlease see Section CSERVICE CALLSYou will pay a $trade service call fee (“Service Fee”) per claim or the actual cost, whichever is lessThe Service Fee is for each visit by Our approved Service Provider, except as noted in Section C (5), and is payable to Our approved Service Provider at the time of each visitThe service fee applies to each call dispatched and scheduled, including but not limited to those calls wherein coverage is included, excluded, or deniedThe service fee also applies in the event You fail to be present at a scheduled time, or in the event You cancel a service call at the time a service contractor is in route to your home or at your homeFailure to pay the Service Fee will result in suspension or cancellation of coverage until such time as the proper Service Fee is paidAt that time, coverage may be reinstated; however, the contract period will not be extended.We do appreciate your feedback as it will help us improve our company to benefit our customers.Best regards,CHW

I am rejecting this response because:INCORRECT.I stated that the units stopped working the day of the repair request.And how can you possibly determine when the unit failed?

Dear *** *** ***,
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 assetWe are committed to providing a positive customer experience and we take all feedback very
seriouslyChoice 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 purchaseIt may also be found on our web site at *** Upon review of your Air Conditioning claim, we do see that the unit lacked proper routine maintenance, this had caused improper operating temperature and excess pressure which had caused the Freon LeakPer out policy, Section FLimitations of Liability #states that we do not cover failures that are a cause of lack of maintenanceHowever, if you do have routine maintenance records, please provide that information to us by sending it to *** and we will be happy to review the claim
We do see that you did speak with one of our senior managers *** on 7/13/and he explained that per our policy, this would not be covered
We do see that since the beginning of the policy’s start date of last year, CHW has assisted you in $of authorized claims, this being said if we are not able to cover one of the claims that you had placed, it surely doesn’t mean that we are not covering it because of any other reason but what the diagnosis stated and we compare it to our policy
The technician provided us with pictures and with the diagnosis and the pictures, it was confirmed that the unit lacked proper routine maintenance
As we stated, you are more than welcome to send us records and we will be happy to re-open the claim
In reference to the plumbing claim, we do see that you have an appointment with the technicianWe will not be able to provide you with an outcome until we have a diagnosisIt also states that you are using your own technicianPlease note section CService Calls #that states that you must have prior authorization for any work doneIf not, you will not be reimbursed for any part of the claim
We do regret any frustration that you dealt with and do hope that all claims going forward go smoother for you
Regards,
CHW

I am rejecting this response because:these people are a piece of workI have rented this property for the past yearsThe previous tenants had moved out do I don't know what they are talking aboutI contacted them right before the new tenants were scheduled to move inThat was not there original reason for denying the claimThey said that the unit was dirtyI sent you s picture of the unit that was provided by their mechanic so why are they playing games? Did they receive the picture that was not given to me? They asked the mechanic how much it would cost to repair the unitHe told them and they refused to payNow all of them are trying to pretend and pass the cost to meThis is unethical and immoral

I am rejecting this response because: I have never had a problem with my unit, it has always turned on and air has always blew out the way it was supposed to. There was no maintance that needed to be done on my unit. I have faithfully paid my bill to this warranty company for the two years that I have had it. The first time your company is called, it was rejected by your vendor. What good is this warranty company if you are constantly receiving the money for a warranty, but when there is a problem, your company comes up with reasons why you will not fix the unit. Could it be cause the unit may cost some of my hard earned money that was was sent to you everyweek, and you wish to keep it instead. I have never heard of a warranty company that does not fix the problems but would like to keep their money. Granted, its an old unit and the rust is from rain, snow etc., and you hyave to know that it will get rusty from that but yet you insist that you will not do anything about this claim. I wasn't even referred to another company to help my situation nor did you offer any other alterntives but yet, you've received my money every month without fail. Is this how Choice Home Warranty operates? I looked on your reviews, after the fact that is, and every review I read stated the same exact thing, Choice Home Warranty never honors their claims. You may say, oh they are just disgruntled customers but can everybody be wrong? Your company is not actually working for the people that pay their bill.
Regards,
Sa'idah Sudan

[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 ***, and find that this resolution is satisfactory to meHowever, if a leak is detected, will CHW authorize payment for the repair as stated in their letter? I have contacted my local AC repairman; *** *** * *** ***, SC who will respond later this week to check for leaksIf it's a pinpoint leak which isn't detected, will CHW still reimburse me? Also, if a leak is detected, & can be repaired, will CHW pay for that repairThese are issues that I don't believe were covered in CHW's response letter. CHW stated that their contractor added freon to my systemI contend that they did not, as it was immediately noted that the system was not cooling & again iced up after they leftI never observed a freon tank or cannister near my outside unit, & I watched almost all of the actions of CHW's contractors.I will have my contractor contact CHW prior to leaving my residence with his findings, however, it has been my experience that the wait period to speak to a CHW representative has been a minimum of mintes & I don't want to be charged for this time. Based on all the reviews I have read on the Revdex.com website, I would be greatly surprised if CHW honors it's committment, or find away around paying what's owed as many others have attested
Regards,
*** ***

Dear *** ***,
As we stated prior our policy is online for anyone to viewUpon purchase if you did not receive the policy, you could have gone onto the Customer Account Center to view your own policy
In the policy, it is stated in Section FLimitations of Liability #that CHW does reserve the right to offer cash in lieu of repairIt states that on every claim that you place, you must pay a service call fee to the technicianCHW does not receive these funds, they do go to the provider and then CHW pays the remainder of the service call fee
CHW follows the guidelines of our policy and expects our customers to do so as wellOnce the policy begins, our customers are expected to have read the terms and conditions that are set forth by CHWIf they disagree before the day grace period they are able to cancel the policy for a full refund
Thank you for your feedback, CHW takes all complaints seriouslyWe do regret your frustration, however CHW is in full compliance with our policy
Thank you,
CHW

*** ***CHW has reached out to the technician and we have been advised that the unit had rust and corrosionPer our policy, we do not cover any failures that are caused by rust or corrosion Thank you,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 claim for your Air Conditioning System, we do see that the technician stated that the unit had failed due to the evaporator coil was rusted and leaking from that area of rust Per our policy Section FLimitations of Liability #states that CHW is not responsible for failures due to rust. We did offer for you to have your own technician provide us with a diagnosis and if that diagnosis was different than what we were told, we would review the claim.We also see that you had spoken to our mediation department and they tried to assist you with a goodwill offer of providing to you the evaporator and you would be responsible for the remainder of the repair You did decline this offer and requested it to remain as a non-covered claim without any goodwill.CHW did try to assist you with this claim the best way that we could with the offer of a second opinion since you disagreed with the technicians diagnosis and we offered to assist you with a partAll of which you declinedPlease note that by using the unit with the new thermostat that you have placed into the unit will continue to ruin the unit and make it fail completely The unit is leaking and once the Freon is out the compressor will stop working This claim is not covered by our policy but we do urge you to not use the unit for further damage will be done. We do regret your frustration with these claims however CHW is in full compliance with the terms and conditions of our policy. Respectfully,CHW