Bass Services, Inc.

Complaint: ***
I am rejecting this response because: Business is still not accepting that they did wrong by sending technician without asking me for model number and made me pay for diagnosis and then say this model is counter top which I myself would have provided the model number than paying for diagnosis personnel and then Rejecting my claim.Also I don't see Garage explicitly specified as EXCLUDED in your contract - Your Contract gave Excluded list which has Patio - Porch but NOT GARAGE - why you specified too many in exclusion list in your contract but didn't specify GARAGE? this means it is covered right
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 *** A review of the claims show they were handled properlyThe claim initially wasn’t a covered claim, however, in the interest of customer service, CHW advised that a second opinion could be obtainedCHW has requested the documents to review in order to reimburseA receipt wouldn’t indicate what was done and allow CHW an opportunity to review the claimThere needs to be an invoice sent in that provides an explanation of the services performedWhen CHW attempted to explain this via the phone conversation on 1/6/17, a response of “nevermind” was given and the call was disconnectedAt this time, the policy is no longer active and has been canceled per customer requestPlease refer to section Letter L, Number of the policy for information pertaining to the cancellation of the policy 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 our web site at ***Upon review of your claim for your heating system, it was explained to us that the unit had a bad compressor that burned out This is condidered to be a lack of proper routine maintenance It was also explained to us that the system needed to be upgraded to the newer units that are using a different type of Freon, per our policy Section FLimitations of Liability #states that CHW is not responsible for upgrades as well as Section F#that states we are not responsible for failure that are a result of a lack of proper routine maintenance per the manufactures specificationsThe technician advised that the filters were partially clogged and the unit was only about years of age.We had explained to you that the unit would not be covered and explained that the failures were due to a lack of proper routine maintenance We do not see anything about a leak test that was asked to be done and we do not see that the failure is with the heat pump The failure with this unit is the compressor and that it was durned up with an internal failure.We do regret the frustration that you have experienced with this claim however we do look forward to assisting you with future claims.Sincerely,CHW

Complaint: ***
I am rejecting this response because:Please refer back to my original email regarding what the repairman did when he finally got to my houseThis is not a secondary issue but is still the firstThe dishwasher was getting NO water before and after he was thereHe admitted that he made the wrong diagnoses and it wasn't the water inlet valveI'm getting a complete run around with this claim and very discussed with the way the company is treating meIf they're not going to fix my dishwasher then I want a full refundThis Company has a very bad reputation for customer service and now you can add my experience to the many thousands of unsatisfied customersThese people should go to jail for breach of contract and deception
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 http://www.choicehomewarranty.com/user_agreement.php Upon review of your claim CHW would like to offer a new R-ton straight cool unit to you and we will pay for the shipping You would be responsible to have a technician complete the repairs We are offering this as a goodwill gesture to assist with the repair of unit If you accept this offer, please email me directly to t*** and I will arrange the compressor to be shipped and I will send you the paperwork I did leave you a message and followed up with an email

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 the claim shows that the claim was handled properlyCHW did dispatch a technician to diagnose the problem with the refrigerator and there were no mechanical failures found when the technician wentYou indicated to CHW that the failure was occurring intermittently and that the technician would need to be there when the failure was occurring in an effort to diagnose it properlyCHW did dispatch the technician again who wasn’t able to find a mechanical failureCHW dispatched another technician and the appointment time that was available wasn’t one that was mutually agreed on as the technician wasn’t able to accommodate your scheduleYou indicated that you weren’t pleased with the diagnosis that was being made and CHW informed you of the reimbursement option that was offered in which you would be able to secure your own technician to provide a diagnosis and repair, upon receiving prior approval from CHWCHW received a diagnosis from your technician that the compressor had failedSection Letter F, Number of the policy states, “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”. CHW initially offered to provide $based on the value of the unit, however, in the interest of customer service, this amount was increased to $You did call CHW and accept the $which is to be used towards either the repair or replacement of the unitPlease call the CHW customer service team at ###-###-#### if you have any questions 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:Purchade of your contract is verbally over the phone just as payment was taken and processed immediately, I didn't have a contract to reviewA call had to be made twoce to Phil Baker because the email copy of the contract nor the original were initially receivedPhil Baker gloated that CHW provides the best home warranty service and didn't mention anything about an administration feeI'm cancelling and eant a complete refund because of poor or no service by your contractorThis man was given payment information over the phone but wasn't to charge the deductible until the work was completeGor w days I made nyself available for his repair and he never showed upHe also charged his deductible immediately, before the work was done, in which he promised to return, which he didn'tI asked your staff for assistance n getting service and my refund on several occasions but you didn't assistI should not be penalized for poor contract and customer service on your partI am requestung a full refund of $400.Regards,
*** ***

Complaint: ***
I am rejecting this response because:
The service man sent out listed on my receipt that the unit looked like it was maintained. I did not keep any receipts because I did not think they were useful since I could not use as a deductions. As far as who serviced my units I want by the value coupons sent in the mail. I do not remember who they wereI selected according to the best deal offered at the time I watched whom ever serviced the unit and they did a through job. This is the excuse they used for everyone whose aircondition unit broke down during this extreme hot weather. The service man told me they declined all the units that he was sent out on
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 http://www.choicehomewarranty.com/user_agreement.php We do apologize for the outcome of your AC claim that you placed on 05/09/with us, per our policy CHW does not cover any units that have a lack of proper maintenance and is the cause of the failure of the unit Your unit was diagnosed as having a lack of proper maintenance and leading to the unit failing because of such When a unit is not properly maintained the compressor will have mechanical and internal failure that will end in a result of a failed compressor or a locked system.Per our policy, 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 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 any frustration that you dealt with 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.Thank you for your feedback as it is always helpful for us; it allows us to improve our customer service.Best regards,CHW

Dear *** ***,Our agreement states that CHW will repair or replace covered systems This is stating that the unit has to be covered under the policy to be replaced or repairedHowever our policy also states that we can offer cash back in lieu of repair CHW did provide you with a policy days before the start date to ensure that you entered the policy with all units in proper working order It states in Section F#- For the first days of the contract period, We are not liable for replacement of entire systems or appliances due to obsolete, discontinued or unavailability of one or more integral partsCHW did just this and offered you funds towards this unit.If you would like to accept the amount that has been offered, please contact us at ###-###-#### and we will authorize the funds for you.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, we do see that you purchased this policy on 1/13/16, you were provided days to review the policy’s terms and conditions and if you disagreed with them you were able to cancel the policy for a full refund at that time However, once the policy hits the day period, it is understood that you have reviewed the terms and conditions as they are stated on our website, in an email to you and sent to you in a booklet.CHW has assisted you with the first claim that you placed for the plumbing issue however we are not able to assist with the purchase of a water heater due to the policy restrictions Our policy does not cover the tank due to the fact that the tank does not have any mechanical function CHW does cover the heating element which heats the water up however we do not cover the water holding vessel which is the tank.If you would like to cancel the policy with us, please follow Section LCancellations and you can contact us directly at ###-###-#### and request to speak with Cancellation who will provide you with the pro-rated refund.We do regret your frustration however, CHW is in full compliance with the terms and conditions of the policy. Regards,Choice Home Warranty

Dear *** ***,We do regret your frustration, this is the very 3rd claim that you had with our company and we do see that all claims that you placed were covered and paid to the provider Please review the policy, Section FLimitations of Liability #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.CHW has not gone outside the policy guidelines of the policyAs a good faith effort to show goodwill towards this claim, we will be happy to provide you with a onetime free service call fee onto your policy Thank you for your feedback, we do take all feedback very seriously and we do understand your frustration however; CHW is in full compliance with the terms and conditions of our policy.CHW

*** ***We do apologize that our Cancellation Manager did not reach out to you however we do see that parts were ordered and that the claim is covered If you do not feel as though this vendor is coming back and would like for us to provide you the funds that we were to pay for claim, we will be happy to do so The amount that CHW has provided for the parts and technician is a total of $184.55.We ask that you contact us and advise us of your decision.If you do not want to call you can email us at *** and please wait 2-days for a response.CHW

Complaint: ***
I am rejecting this response because: I want CHW to show me the written documentation that states there is rust and corrosion on my unit from the trained technicians who came out and inspected my unit. I have written documentation from them stating that there is no rust or corrosion. In fact, your representative wanted him to weld the pieces together, and he told them it couldn't be welded. So, if in fact it was rusted or corroded, why were you willing to have it welded?
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 *** Upon review of the claim it appears that a goodwill gesture payment in the amount of $was paidThere is a service call fee of $If you have questions, please call customer service at *** We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

-Upon review of your policy that started on 11/30/14, you paid $for a year, CHW has paid out so far on this policy $ Per our cancellation policy, you are charged per month that you have had your policy, minus the administration fee and minus whatever claims were paid
Please see Section L. CANCELLATIONThis 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. For your specific policy, it is $a month and you have had the policy for months That is $plus the administration fee of $and the paid out claims of $that would be a total of $589.23, you had paid CHW $leaving nothing as a refund for this policy.I do apologize, if you would like to cancel the policy you are more than welcome to do so, even if we were to waive the administration fee, there would not be a refund If you have any questions, please feel free to contact our cancellations department and we will be happy to go over this with you.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 *** Upon review of your claim it appears that your claim was processed in accordance with the policyWe value all of our customers and would hate to lose you but in the event you would like to cancel the policy, this can be done in accordance with section L, number which states 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 writingPlease call our 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

I am rejecting this response because: Goodwill? You have made me pay for countless technicians to come out to my house and tell me they won't do the work. I haven't called your company in months due to your failure to address any of my issues. You made no mention of a possibility of a change to the refund amount until I asked for the refund and of course, you want to pay less. If some "claim" came through, it must have been back logged, because I've learned that I've got better things to do with my time than to call your company, be put on on hold, hung up on, just so the job can still go unperformed. YOU AGREED TO PAY ME $432.82. I expect you to do that, it's the least you can do after what you've put me through. There were no conditions, just an agreement to pay me $432.82. So please, do that

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 failure was due to the door lock, this is something that is not covered under our policy. We do see that the customer service department provided you with a free service call fee to assist with your next claim.Please see Section D# that will show you that doors, hinges etc are not a covered itemHowever, I do see that our customer service team was able to help you with this claim and cover the item for you.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

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 *** CHW does offer coverage for air conditioning units as well as plumbing systemsThe claims that were placed with CHW were processed according to the policyA review of the claims show that the claim that was placed for a leak under the sink was not covered based on improper installation as indicated in section Letter F, Number The diagnosis that CHW received was that the unit was too big for the sinkThe garbage disposal was of restaurant grade and not coveredA claim was placed for the air conditioning unit which was reportedly leakingIn order to isolate the leak a leak detection test was needed to determine the outcome of the claimThis is not covered as outlined in section Letter D, Number of the policyIt appears that when the CHW representative made an effort to explain, the call was disconnected by the customer We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW