Bass Services, Inc.

Complaint: ***
I am rejecting this response because:
The toilet was in fact failing due to wear and tearAnd Choice sent out one incompetent company after another to my houseThere was a plumber at my house a total of timesProblem has not been fixed and the toilet was in disrepair since JuneThe last plumber spoke to someone from Choice stating he's been out there times and is recommending a new toiletI canceled my warranty plan because I refuse to pay any more money to these crooksChoice will continue to go back and forth with me instead of reimbursing me for the toilet as promised and the cost of installation which I had to do privately since they are crooks
Regards,
*** ***

Complaint: ***
I am rejecting this response because:Choice home warranty has not communicated with me since I filed my complaint
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 claim shows it was handled properlySection Letter D, Number of the policy states that CHW is not responsible for leak detection testsCHW received a diagnosis from the technician that the indoor and outdoor units were freezing up, also the compressor was very loudThe unit was also low on charge and there was a leak at the evaporator coilsThe photos showed that the coils were in very poor condition with rust and corrosionSection Letter F, Number of the policy 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” Replacement of the filter is not the only aspect of routine maintenancePlease refer to the manufacturers specifications to determine what is necessary for proper routine maintenance 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 *** CHW doesn’t like to lose valued customers, however, at your request, your policy has been canceledYou are due to a full refund in the amount of $40, which was the amount that was deductedThis amount will be refunded to you Regards, CHW

Complaint: ***
I am rejecting this response because:Choice Home Warranty initially contacted Century Air Conditioning to service an air conditioning unit at *** *** *** *** *** ** *** on July 18, Choice Home Warranty utilizes Century Air Conditioning as a Third Party Contractor to troubleshoot air conditioning systems, assess which parts need to be replaced, and perform the required repairs. Century Air Conditioning visited the residence at p.mand troubleshot the system. Century Air Conditioning informed *** ***, the co-owner of the property, that the A/C Evaporator Coil had a leak and would need to be replaced. Century Air Conditioning called Choice Home Warranty to report diagnosis and await instructions for the path forwardMrs*** contacted Century Air Conditioning at least times the next day asking if Century Air Conditioning had called Choice Home Warranty to report their diagnosis. Century Air Conditioning told Mrs*** each time that I had and then called Choice Home Warranty after getting off the phone with her each time to find out what the issue was with logging Century Air Conditioning's diagnosis. Century Air Conditioning found out the next day that their work order had been cancelled with no explanation from Choice Home Warranty.Mr*** contacted Century Air Conditioning's dispatcher on July 22, at a.m. Century Air Conditioning returned Mr***’s call and he explained that he was still trying to secure a repair on his air conditioning systemHe told Century Air Conditioning that Choice Home Warranty had informed him that they re-assigned the work order because Century Air Conditioning had not contacted them with a diagnosis. Century Air Conditioning told him that was and explained that they had spent over an hour on the phone trying to get everything sorted out with Choice Home Warranty on July 18thMr*** explained that Choice Home Warranty had insisted that a leak check be performed on the unit before they would authorize any repairs. Century Air Conditioning agreed to help him move the process forward. Century Air Conditioning contacted Choice Home Warranty to perform repairs on the A/C Evaporator Coil at *** *** *** *** *** ** *** with the results of the leak testDuring their conversation with the Authorization Department Century Air Conditioning was asked if the failure was caused by rust or corrosion. Century Air Conditioning told Choice Home Warranty that they observed no rust or corrosion. Century Air Conditioning added that the unit looked new and they were surprised it had failed. Century Air Conditioning was not asked what the cause of the failure was. Century Air Conditioning requested an authorization to buy the required parts to perform the repairThat request was deniedAn hour later, *** *** contacted Century Air Conditioning with a Choice Home Warranty claims specialist (Desiree) on the line as wellHe stated that Choice Home Warranty had denied his claim because Century Air Conditioning had informed the authorization department that the coil was rusted and corroded. Century Air Conditioning informed both *** *** and the Choice Home Warranty claims specialist that statement was not true and Century Air Conditioning had clearly informed Choice Home Warranty that there was no rust or corrosion on the A/C Evaporator Coil.Mr*** contacted Century Air Conditioning later that evening stating that Choice Home Warranty had informed him that they would not authorize the repair because Century Air Conditioning did not provide information on exactly what caused the failure in his unitAt no time did Choice Home Warranty ask Century Air Conditioning what caused the failure or request Century Air Conditioning return to make an assessment of what caused the failureChoice Home Warranty only requested that Century Air Conditioning perform a leak test and did not ask for any further information. Century Air Conditioning never stated that the unit was rusted or corroded. Mr*** spoke with a claims manager (*** Employee ***) that told him Choice Home Warranty was denying his claim for rust and corrosionMr*** asked why they would do that when their third party contractor, Century Air Conditioning, had informed them there was no rust or corrosionShe stated that he did not provide a specific failure, so they would just call it rust or corrosion. *** was very rude, unprofessional, and claimed to work directly for the President of the company when asked for another manager.
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, CHW provided you with new parts to make sure that the unit was working for you This claim was not a covered claim due to rust and corrosion on the heat exchanger this is a lack of proper routine maintenanceCHW does not cover failures that are a result of rust or a lack of proper maintenance.As a good will gesture CHW did provide the new unit for you Since this was not a covered claim, you would be responsible for the non-covered charges CHW did a good faith gesture for you on this claim as it was not a covered item We do regret the frustration that you have had however CHW is in full compliance with our terms and conditions of our policy.Best regards,CHW

Complaint: ***
I am rejecting this response because: what is the use of having a
home warranty that does not fix items as agreed upon. I am considering legal action. You need to train your sales representatives to not lie to prospective customers and choose vendors that will tell the policy holder when there might be an issue there AC, ie- the service in April. I plan on calling later today to cancel my service and expect a prompt refund of my prorated $350! You run a very deceptive company and should be out of business, I look forward to the class action lawsuit that is sure to come in the future!!!
Jack ***

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 there was a leak under the bathroom due to the corroded pipes. Per our policy, Section Letter F, Number 1, CHW does not cover “…malfunction or improper operation due to rust or corrosion of all systems and appliances…”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied We strive to provide best customer experience therefore we offered you funds in the amount of $to assist you on the non-covered claim You accepted this offer.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:
If you speak to the repairman that first came out, he did state that Thad washer that I have does work better with more clothes in it Q& A did come out two times as you stated telling me at first the washer worked and the second time having too much in it I do not have confidence in the diagnosis and will be purchasing a new washer in the next couple of weeks Since you should be willing to stand behind your technicians and your plan is a repair or replace plan, I would like assistance with my new purchase
Regards,
*** ***

*** ***,The fact that the failures were on all burners showed our inside technicians that the unit did not come into the policy in proper working orderThis would be pre-existing to the policy start dateThat is why we provided you with a full refund of your policy. We are very sorry for any frustration but since we did provide you with a full refund, there is nothing further that we can do for you at this time. Thank you,CHW

Dear *** ***,Upon signing up with CHW, we provided you with days that you have to wait for the policy to begin is the time period that we allow for you as the customer to ensure that all the units are in proper working orderThis time period is also the time that you are supposed to review over the policy and familiarize yourself with the policy and if you have any questions or concerns you are able to cancel at that time before the policy starts for a full refundHowever, once the policy begins and claims are paid, CHW does follow the policy Section LCancellations.We do regret your frustration with the policy’s terms and conditions.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 there was a cracked filter casing which pinholes due to corrosion that needed to be replaced Per our policy, Section Letter E., Number CHW does not cover cracked or corroded filter casings.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: the unit was working properly and this happened from one day to another due to daily use of the unit and dealing to a more than 100F and being an old unitthis is something than could occurs to anyone at anytime (also the technician you send, told us that this problem is very common here in Las Vegas due to the excessive heat)Choice home warranty is rejecting this complain excusing over themselves stating that it was not a condition when it the unit was using properly and this problem occurs all of a suddenif you are excusing themselves over the policies, I can say I am over the policies tooAlso, no where in the policy states that you need to have certain amount of time with the company after the coverage become eligibleit does not matter if you have one day of coverage.
Regard
*** ***

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 records indicate that we have offered to refund your moneyPlease call our customer service team directly at *** to discuss the details of the Release Agreement that was emailed directly to you 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:
I have not heard from this company since accepting their offer to per their contact purchase a washer of the same compacity and features as my washer. They have declined to have any farther contact. This issue is not satistactory or should be closed
Regards,
L** ***

Complaint: ***
I am rejecting this response because: months back I did my tuneup.At that time the authorized dealer perform the action and tested and he certified everything is working as expected.After four months of tuning some thing went wrong how Choice home warranty can blame no proper maintenance.Like as per standards every six months tuning and filter replacingWHat other we have to do I am not sure.They are trying to reject the claim and not to pay any expenses which is not correct.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
The txv is not the issue at allThe incorrect coils areI told you and the tech told you the txv would not cause the air condensers to failYou state your company accepts without inspection the condition of the house when we signed on to the home warrantyAt that time and for month after the air conditioner operated correctlyWhen we first had a cooling issue the company you sent should have correctly identified the problem and corrected itThe fact that they didn't caused further damage to our working systemYou are ultimately responsible as this was the company you sent to do the workYou have now used another excuse to not pay the claim and we have still received nothing in writing as to why this claim has been denied.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
I spoke with the technician who has submitted this report and he has confirmed to me personally that has never submitted the report stating that lack of maintenance was the reason of the problem
Regards,
*** ***

[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 NOT satisfactory to me
However, I will accept it because I prefer to never do business with your poorly run company again
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 your claim for the well pump, it was stated to us that this was not the main function for the home to receive water it was the supply for the sprinkler system therefore it wouldn’t be covered Also, CHW did remove the coverage that costs less than the service call fee and provided you with a onetime free service call fee as a good faith effort to resolve your claim. If you chose to cancel your policy, we ask that you read Section LCancellations before you request to cancel We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy. Regards,CHW