Bass Services, Inc.

Complaint: ***
I am rejecting this response because:
Regardless of what they say, they have been saying this for months with several managers. Despite their manager's allegation that they are expediting a check as of June they still could not tell me what that means and when they will actually mail a check.In fact two managers and one supervisor gave me very different information about the payments. Each time prior to Regina they apologized that a check was never processed due to "human error" and now they claim a check was mailed but must have been lost. So many contradictory stories depending on who you speak with.
Regards,
*** ***

I am rejecting this response because: It continues to demonstrate Choice Home Warranty's lack of any customer service or standing by their products. Again, I have had multiple claims in which they sent the incorrect maintenance resources and 80% of the time refuse to pay claims. In this case, a $1,payment for the air conditioner should have been paid (and everyone I tell the story to agreesIncluding friends who have a competing home warranty policy in which they were paid for the same type of issue). Additionally, the fact that I was reimbursed for cancellation minus paid claims is insulting. Espeshally since they use scare tactics to get customers to sign longer term agreements with threats that rates will go up significantly if they only sign up for a year. Imagine cancelling an auto policy (paid for a year) and told you can't recoup cost because you were in an accident earlier in the year.
I will continue to communicate my frustration regarding CHW to anyone who will listen. If they refuse to pay any additional compensation, I will make it my mission to make sure that they loose 5X as much business on cancellations and/or lost new customers. I doubt CHW will careThey don't care at all about their customers(Prove me wrong CHW) Once again, this is because their company is a sham. It is actually comical to me that they try and address this Revdex.com complaint with an explanation

Dear Guy *** 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 policy shows the claims were processed in accordance to the policyThe initial claim placed on 7/1/A diagnosis received from the technician was that the system pressure was low and needed to be adjustedThere were pounds of Freon added to the unit at the time, although the unit holds pounds of FreonThe claim was then closedOn 7/19/another air conditioning system claim was placedA leak detection test was needed as the unit had just had Freon added two weeks priorIn accordance to section Letter D, Number of the policy, leak detection tests are not covered, however, based on the diagnosis afterwards, the repair may be covered by the policyThe customer is also able to either use the technician that was contracted through CHW or choose to use their own technician, either way the leak detection test remains non-coveredA diagnosis was submitted that there were multiple failures with the unit that was caused by the unit being dirtyAs such, the claim was non-covered in accordance with section Letter F, Number which states, “We are not liable for or routine maintenanceWe will not pay for repairs or failures that result from the Contract holder’s failure to perform or routine maintenanceFor example, you are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement” We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Complaint: ***
I am rejecting this response because: It starts out with a lie and ends with a lie. Maybe this person who is responding is unaware of the fact that liars will have their place in a lake of fire They should consider how you do business. Both God and people are watching If they cared at all about the property owners peace of mindWe would not need to contact Revdex.com They would have handled the matter with integrity. Neither do they regret the frustration that I have gone through by dealing with them. This frustration could have been avoided by their customer service department, but it was notSpeaking of lies, it was their sales people who told me that this company was the same as the one I had, except it was less expensive. With the previous warranty company, if they said something needed to be replaced, they replaced itThey matched features and replaced the item and they did not take a months to do it Now let me quote their policy: “We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color.” Please note, their policy does not say we will not replace features that we do not repair. Again, the choice is simple, replace the refrigerator with similar features, send a check for $so I can replace it or repair it and if it breaks again, fix it
Regards,
C ***

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/user-agreement/. A review of the claim shows that it was processed according to the policy. Based on the diagnosis that we received, it stated that there was a leak on the thermal expansion valve. Per our policy, Section D, Number 4, CHW does not cover “…thermal expansion valve…”Our SrClaims 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 as a goodwill gesture, we offered you $towards the repair. You declined this offer. 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 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 missing 3lbs Freon and the contactor relay needed to be replaced Your system being low on Freon indicates that there is a leak somewhere in the system When the leak is not visible, a technician must perform a leak test A leak test would determine the location and cause of the leak, and in addition, the technician would take pictures of the location of the leak, the indoor and outdoor coils, and the model and serial number of the unit Per our policy, Section Letter D, Number 4, we do not cover “leak detections” You did agree to the leak test.The results of the leak test stated that there was rust/corrosion found on the evaporator coil that caused the coil to form holes which led to the Freon leak.Per our policy, Section Letter F, Number 8, CHW is not liable for failures caused by “…rust or corrosion…”Due to your dissatisfaction of the claim outcome, you requested to cancel your policy Please note that our Customer Solutions Department hours are Monday-Friday 9am to 6pm EST; you reached out on the weekend, when the department was closed.We did receive your request to cancel and as of May 30, you policy has been cancelled with Choice Home Warranty.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Complaint: ***
I am rejecting this response because your policies are strategically written to NOT meet the needs of your consumers Upon checking with your competitors, I have learned that you have designed your services to deny most claims, of which I find quite disappointing I have found this to be true, due to my past experience with your company denying all of my claims I wanted to make sure that this was filed with the Revdex.com so that future consumers can make a good conscience choice of NOT going with your company I will make sure that I inform many of my peers not to choose your company for home warranty services And I have fulfilled my duty of letting the records of the Revdex.com reflect that my complaint and recommendation to future researchers is to NOT go with this company!
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 our web site at *** Upon review of your claim, we do see that CHW agreed to pay for the CFM that went out. This is the primary failure of the unitThe compressor went out due to the fan motor and therefore this is a secondary failure. Per our policy, Section FLimitations of Liability #states that CHW is not responsible for issues related to secondary failureIt was not reported to us that the first technician had damaged the unit, the second technician did provide his opinion however he did not provide a full diagnosis, therefore we do have to stay with the fact of the first diagnosis which stated the aboveCHW did provide the technician with the funds to repair the fan motor and the compressor would be your responsibilityOnce you have fixed the compressor, please send us in a proof of repair for our records. This will allow you to place further claims for the unitYou can send them into ***We do regret your frustration with this claim; however we are in 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 our web site at ***Upon review of your claim, we do see that the claim was a non-covered failure due to calcium build up, regardless of this CHW had offered to provide you with a full refund of your policy since you were extremely upset When you declined the refund of the policy, we did offer to replace the unit that you have with a unit that we would provide, again this was not accepted by you unless you chose the make, model and color of the unit Unfortunately, since our policy states in Section FLimitations of Liability #that “We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color”We cannot offer you that option for you to choose the unit of your choice However, CHW did offer to replace the unit and offer a full refund to you both of which are goodwill gestures since this claim was a non-covered claim.CHW has offered everything that is possible for you, once you have decided please advise us and we will move forward.We do regret the frustration that you encountered with the claim however; CHW is in full compliance with the terms and conditions of our policy. Best regards,CHW

We suggest you contact the company that came out to your home They are responsible for their workAs stated in our policy in Section FLimitations of Liability #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 performanceYou also agree that We are not liable for consequential, incidental, indirect, secondary, or punitive damagesYou expressly waive the right to all such damages

I just spoke with the customer and we are going to place the funds onto the credit card that she just provided me with because the funds were cancelled because the policy was

Complaint: ***
I am rejecting this response because: Choice Home Warranty is a big scam!!!!Nowhere it is mentioned by the Air Condition company it is due to failure of compressor.CHW are making their own determination.The Air condition company letter is attached indicating it was due to wear and tear I have lived at that house for past years and all the appliances including the air conditioner were regularly maintained.Once again CHW has made their own determination that the air condition was not maintained.They did same thing with my Washing machine was gone, they made me spend $and paid only $and was told that they are doing me a favor.I had submitted to them the estimate prior to installing the AC, they never came back to me indicating the claim was denied. I have sent emails after emails they never respond until Revdex.com took over.It is their tactics and strategy to frustrate the consumers, so they stop following up.I receive many email from CHW selling their insurance promising the world, when it comes to pay the claim they throw the contract book on your face.This has been my worst nightmare and please guide and help me to recover the claim. Thanks
Regards,
*** ***

Complaint: ***
I am rejecting this response because:I am neither accepting nor rejecting this response - I am providing my policy number #*** per request
Regards,
* ***

Complaint: ***
I am rejecting this response because: The Customer Solutions Specialist did not, IN ANY WAY, attempt to assist me on the non-covered claim, he just informed me that it was another non-covered claim and there was nothing that could be done about it as it is not coveredI didn't want to cancel my policy, as I was given an additional month for free to make things workThis refrigerator problem has been going on for almost a month now and it looks as if nothing is really covered by your policyI just want it functionalat the expense of the deductible I paid, like any other home warranty company
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 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 compressor shorted to ground This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor This failure does not constitute wear and tear as there are many safeguards that work to prevent these types of failures Per our policy, Section Letter A, Number 2, we cover failures that “Become inoperative due to wear and tear…”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel As of 9/11/17, CHW has cancelled your policy. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear *** ***, After reviewing your policy, I do see that you were provided a copy of the policy upon signing up with us You were provided a hard copy as well as an email Unfortunately we do not offer a $service call fee and the lowest amount that we have ever approved for would have been $45.Per our policy Section ACoverage #states that you must enter the policy with all units in proper working order days after your policy had started you placed claims with us and all were not covered due to the policy.We do regret your frustration and that you have cancelled your policy with us. 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/useragreementWe do regret your frustration, however CHW is in full compliance with the terms and conditions of our policyA review of the claim shows that it was processed according to the policyThe diagnosis that was received stated that the compressor failed as the internal windings shorted to ground. This failure does not constitute wear and tear as there are many safeguards that can prevent this failurePer our policy, Section Letter A, Number states that we cover failures that “Become inoperative due to wear and tear…” Our SrClaims Specialist advised you about the outcome of the claim, in which you were not satisfied. We strive to provide the best customer experience, therefore we offered you a goodwill funds in the amount of $to assist you on this non-covered claim. You declined this offer and requested to cancel your policy. You were transferred to our Customer Solutions Department, where the goodwill funds were increased to the amount of $to assist you on this non-covered claim. You accepted this offerChoice Home Warranty is glad to see that you have opted to keep your policy open 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 I do see that CHW has authorized $for your policy in paid claimsFor this claim of your Heating System, although it was not a covered claim, we do see that we had approved and you accepted a good will gesture of $to help with the cost of the repair.Also as a goodwill gesture, CHW has added a onetime free service call to your policy for a future claim that you might have. We are not able to provide you with a full refund due to the fact that we have paid on claims and per our policy Section LCancellations, you would be responsible to pay back any claims that we’ve paid if you cancel your policy pre-maturelyAlso, we would deduct a $administrative fee Please see below:LCANCELLATIONThis 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.CHW is in full compliance with our terms and conditions of our policy.Respectfully,CHW

A leak test is requested to find out the cause of the failure of the unit We did not know why the unit was running low on Freon and what the actual issue was A leak test is the only way that we can be certain of the failure.CHW

Complaint: ***
I am rejecting this response because:Once again, this response is not accurate with regards to the information I was given upon signing up with CHWI had actually asked the sales representative (Scott ***) if he could send me the contact via email or standard mail and he told me the payment had to be made on the phone ensuring me that I could cancel at any time without any penaltiesI was NEVER told anything about a day time-frame in which I have to review the terms after I already paid the premium in full.I made the big mistake of trusting the sales representative to give me accurate informationI should have known that something was off when he did not allow me to make the payment online or via mail.Just like the other customers that were paid out through a recent legal settlement against CHW for similar complaints, I strongly believe I am entitled to a refund
Regards,
*** ***