Bass Services, Inc.

Complaint: ***
I am rejecting this response because: You didn't list it that way because it was convenient to your company to not accept the claim using another response (even your onsite tech verbally said it) Had it been looked at closer you would have had the correct assessment and wouldn't have claimed it was due to lack of maintenance and that is was an electrical issue.After reviewing all of the claims that have been posted about your company that are very similar to mine, I have called out multiple vendors to look at the system provide quotes and it humors me that everyone that has come out says the same thing about your company and what bunk it is that you were rejecting the claim on the service basis I will say that after this experience I will join the list of people who do not report kindly of your company and will strive to ensure anyone I talk to hears about your company and how you operate and will offer them real solutions on how to deal with mechanical failures that happen that are out of their control 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 it appears that you claim was processed in accordance with the terms of the policy as outlined in section Letter A, Number in which This contract does not cover any known or unknown pre-existing conditionsAs a goodwill gesture to our valued customer, CHW offered $to be used to assist in the repairsAs tis policy remains active, we will still honor the $goodwill payment offered to assistIf you would like to take advantage of this please call our customer service team 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 *** Upon review of your claim it appears that your claim was processed in accordance to the policy 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”. Although CHW doesn’t require maintenance records, customers are invited to send the records in to have a claim reviewedHowever, at this time, the account is no longer active and per the customer’s request has been canceled in according to section Letter L 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 *** ***CHW’s policy is online for anyone to viewOnce you decided to sign up with our company you were provided days to view the terms and conditions that are in the policy and if you disagreed with them, you were then entitled to a refund However, you chose to stay with the policy after reading that terms and conditions and where it stated that we would not cover homes that were over sq ft You understood that your home was over this amount and still continued the service with us CHW relied on the customer being honest with the company in regards to the square footage of the home and once we agreed to cover the failure to the vacuum, we found of why you had motors for the unit It was due to the home being over the square footage that CHW covers without paying an extra fee.You chose to cancel your policy with our company and we provided you with a pro-rated refund in accordance with the terms and conditions of our policy, Section LCancellations. We do wish you the very best in your future home warranty needs.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 it was processed in accordance with the terms of the policySection Letter F, Number 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”Although CHW doesn’t require maintenance records are produced, you are invited to send them in for a complete review of your claim in hopes of a more favorable outcomeYou can send this to i*** and be sure to include the claim number Please accept the apologies of CHW if your call was disconnected before the conversation was endedCHW delivers optimal customer service to customers and this is not indicative of the level of service offered 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:
Right now I don't need explanation or repairs done, I just need to cancel the policy and get my money back, I don't get anywhere when calling customer support
Regards,
*** ***

*** ***Please kindly contact the technician who provided the diagnosis to us They were the technicians that were at your home and would be able to provide an answer for you in regards to how this happened We do regret that this information was not provided to us, we only have the outcome of what happened not why.The technician that was assigned to your claim was *** *** *** and they can be reached at ###-###-####, the technician that was at your home, his name was Eric.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, I do see that CHW is assisting with the repair of the unit as a goodwill gesture This was originally not a covered claim I do apologize for the supervisor that you had spoken to and did bring this to her manager’s attention We do not condone that type of behavior and this will be addressed.We do see that your repairs are pending on the schedule that you are to make with the technicianThe parts will be in stock and you can schedule your time with him.We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

Dear *** ***,Per your conversation with our customer service department on 6/17/16, you stated “that the cost of the repair included the cost of emergency fee’s, tracing for the leak and the diagnosis fee”. We did advise you that per our policy, Section CService Calls #states that CHW does not cover any repairs without prior approval. However, you chose to have the unit repaired and as a goodwill gesture we do show that we have offered to assist you with a check in the amount of $which you have declined.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 low on Freon 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 test.Based on the pictures we received 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 1, CHW is not liable for “…malfunction or improper operation due to rust or corrosion of all systems and appliances…”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/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 blower motor and wheel were damaged as well as the run capacitor. These failures occurred from a lack of effective maintenance. Per our policy, Section Letter F, Number 12, CHW is not responsible “…for repairs or failures that result from the Contract holder’s failure to perform or routine maintenance...” Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which did not agree with. In an attempt to dispute the claim, you sent your maintenance records for review. Unfortunately, your maintenance records were not valid as it was missing information. Upon the review, the records did show that there was rust on the blower, which per Section Letter F, Number 1, rust is not coveredDue to dissatisfaction, CHW honored your request and authorized the refund of $60, which was what you paid as the service call fee.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear *** ***,We have reviewed the situation and we were informed that the unit is under manufacture warranty You can contact *** *** who the contract is administered by at ###-###-#### You will need the following information for them:Agreement/Contract number:*** Contract status: Unknown Serial number: *** Contract expiration date: 1/19/Part/SKU description: RESIDENTIAL HEAT PUMP CONDENSING UNIT AND COILUP TO AND INCLUDING TON7-YEAR REGISTRATION UPGRADE6TH - 12TH YEAR PARTS ONLYThank you,CHW

Complaint: ***
I am rejecting this response because:The pump has not worked for days now and the filter is still full of water. This indicates that the filter was never opened, so there was absolutely no way for the technician to determine that it was clogged with algaeThe technician told me that he did not tell you there was algae in the pool or filter. I would like a copy of his statement to that fact if that is what he told you.I have attached a photo of the pool to prove that the pool is clean. Keep in mind that the pool had not had an operable pump for days, so there is some dirt in the pool now.Because this is becoming time sensitive, I have had to have the pool fixed at my expense. I have attached a copy of the paid invoice from the firm I selected. I would like to be reimbursed for the price of the pump for this repair
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 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 claim, it was advised to us that the unit had a shorted out compressorThe internal windings shorted to the ground, these failures occur from the compressor overheating and damaging the internal windingsCHW received pictures of this unit, showing the failures and it was confirmed that the coils were bent causing the condenser to overheatOur inside technical staff stated that this isn’t wear and tear and if you had routine maintenance, this failure would not have happened
You are welcome to provide CHW with routine maintenance records that show that you did in fact have maintenance on this unitYou can send them to *** and they will be reviewed by our authorization departmentIf you do not have any routine maintenance records as specified by the manufacture, then this claim will be closed as not wear and tear
We do understand that you’re frustrated and if you chose to cancel the policy, please follow Section LCancellations of the policy in order to find out your pro-rated refund
We do regret your frustration with this claim; however CHW in 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. Upon review of your claim, it shows that the unit had a compressor that failed due to the internal windings shorting to the ground This failure occurs from the compressor overheating and damaging the internal windings According to our policy, this failure is not wear and tear which would not be covered under our policy Our policy covers wear and tear of mechanical failures; please see Section ANumber We would not be offering the $1500, as the policy states due to this not being a covered claim However, we do see that on 12/13/16, CHW did offer to assist you with a goodwill gesture of $to assist with the cost of the repair however we were not informed as of yet if you would like to accept our offerPlease contact us at ###-###-#### if you would like to accept our offer.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy. 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, it does show that CHW has paid out $ in claims for you since you had signed up with us in I do apologize that the there are claims that were not able to be covered, every policy has exclusions The claim for your refrigerator was not covered because there was a POWER SURGE that took the unit outPer our policy, we do not cover failures of that natureWe only cover wear and tear. If you would like to cancel this policy, please contact our cancellation department to do so Please keep in mind our cancellation processSection 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.Due to the fact that you are a monthly customer and CHW has paid out on your claims, you would not be entitled to a refund but we can cancel your policy upon you calling or writing in to us.Lastly, please note that CHW is not an insurance company as you have stated, we are a warranty company It is very different than insurance as we have documented in our policy.We always urge our customers to read our policy and to understand that all policies have exclusions and CHW does follow our policy We do our best to assist the customers and approve claims that are submitted to us We do apologize for your frustration CHW is in full compliance with our policy.We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

Complaint: ***
I am rejecting this response because:
I waited patiently for the check to arrive It never did, so August 8/9/I contacted them directly like they asked, which I had done numerous times prior to originally contacting you Again, they gave me the same run around I feel they are nothing but big fibbersand never have any intention of re-reimbursing any of their clients Not only would they not re-reimburse me like their agent said, but they still never even sent the $I agreed to accept Worst company ever!!!!
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 policy and the claim for your AC system, I do see that this was a non-covered claim as it was stated to you for failures that pre-existing the policy start date You placed your claim the same day that the policy had started, this issue could not have happened within that same day Our policy states that all units must come into the policy in proper working order Please see Section ACoverage #Are 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 did speak with the technician and see that he has fixed the issue with the water heater and in reference to the AC unit, he did state that since you were a member of CHW that you would receive a discount from him, CHW did not cover the claim and the technician does not have any authorization to give money from us to you As he stated, you did receive a discount from him for the new system.I also see that CHW has given you a full refund of your policyWe do apologize for any trouble that this has caused you, we do see that all the issues that you have documented have been resolved.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 We do appreciate your feedback as this does help us with our customer service and service providers.Best 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 the claim shows that it was processed according to the policy. Based on the diagnosis and pictures that we received, it stated that furnace cracked due to rust and corrosion. Per our policy, Section Letter F., Number 1, CHW is not liable for “…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 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/useragreementA review of the claim shows that it was processed according to the policy. Based on the diagnosis that we received, it stated that the failure to the blower motor overworking and overheating, in the system was caused by a lack of proper routine maintenance. Per our policy, Section Letter F, Number 12, we do not cover failures that occur from a lack of “or routine maintenance.” Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not in agreeance with. We advised you that you are entitled to a second opinion at your expense; if the outcome of the second diagnosis is different, we would adjust the claim accordingly. You agreed and advised that you would submit the detailed invoice with the diagnosis to Choice Home WarrantyYou can have your technician contact our Authorization’s Department at ###-###-#### option 5, then Monday-Friday 8am-7pm EST or Saturday- Sunday 9am-5:30pm ESTYou may also submit supporting documents such as your proper routine maintenance records to [email protected] to assist in further reviewing this claimWe do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy Regards, CHW