Bass Services, Inc.

Complaint: [redacted]
I am rejecting this response because:
You offered me $100, which I have yet to see. The lady who called said she would wire it to me but I never gave her my account numbers. Just curious why I haven't received this money. I still disagree with the way this is handled and will never promote your company to anyone that is looking. 
Regards,
[redacted]

Claim [redacted] was placed on 5/3/16 and was processed in accordance to section Letter D, Number 8 of the policy that indicates stoppages and clogs in drain and sewer lines that cannot be cleared by cable or due to roots, collapsed, broken, or damaged lines outside the confines of the main foundation (even if within 100 feet of access point) – Access to drain or sewer lines from vent or removal of water closets - Cost to locate, access or install ground level clean out – Slab leaks - Polybutylene or Quest piping – Galvanized drain lines - Hose Bibs - Drum traps - Flange- Collapse of or damage to water, drain, gas, waste or vent lines caused by freezing, settlement and/or roots – Faucets, fixtures, cartridges, shower heads & shower arms - Baskets and strainers - Popup assemblies - Bathtubs and showers - Cracked porcelain - Glass - Shower enclosures and base pans – Roman tubs - Bath tub drain mechanisms - Sinks - Toilet lids and seats - Cabling or grouting - Whirlpool jets - Whirlpool control panel - Septic tanks - Sewage ejector pumps - Water softeners - Pressure regulators - Inadequate or excessive water pressure - Flow restrictions in fresh water lines caused by rust, corrosion or chemical deposits - Holding or storage tanks - Saunas and/or steam rooms. NOTE: We will provide access to plumbing systems through unobstructed walls, ceilings or floors, only, and will return the access opening to rough finish condition. The documentation received by you was an invoice indicating that the technician electrically snaked and high velocity jetted storm drain which is not covered. CHW only covers snaking through an accessible ground level cleanout. This decision was reached by the information that was sent in. Your email requesting an arbitration on the claim was submitted on 6/22/16 and on 6/29/16 an email was sent directly from the Dispute department to the email on file.   On 4/11/16 claim [redacted] was placed regarding a plumbing stoppage. This was from the septic tank or sump pump as indicated on the invoice that you provided to CHW. You do not have coverage for either of these on your policy as they are optional services. Additionally, this work was performed by a technician that you selected. CHW does provide reimbursement services, however, prior authorization is required. This will assist with ensuring that your claim is covered and this is noted in the policy of Section Letter C, Number 3 in which it is stated that CHW will not reimburse for services performed without prior authorization. An email outlining this information was sent to the email address on file on 6/21/16. There was another email sent on 7/11/16 indicating that both Sump Pump and Septic Tank coverages are optional and you do not have those coverages. Please check your spam as information was sent as requested to the email address on file. The information sent was emails outlining the reasons the claims were not covered as well as the email from the Dispute department regarding the mediation request.  Regards,CHW

Dear [redacted],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 [redacted]Upon review of your policy we do see that you had placed a claim with our company on 12/7/15.  This was one day into the policy, per the technician’s diagnosis it was stated that the compressor had gone bad and needed to be replaced.  He stated that the relay was bad as well and would also need to be replaced. We were advised that this type of failures could not happen within the day that the policy had begun.  Per the policy, Section A. Coverage #3 states that all units must come into our policy in proper working order.  You are provided 30 days before the policy begins to ensure that all of your units are working properly before the actual policy does begin.We also state in Section F. Limitations of Liability #1 that CHW does not cover failures that are pre-exiting to the policy’s start date.We do regret your frustration, we do however urge customers to read the policy before they sign up online as you did, this way you can view the coverage and see what the included items are as well as the excluded.Best regards,CHW

This has been resolved CHW and I have come to an agreement

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, we do see that the issue was a pipe fell down the drain causing stoppage.  We were not able to provide coverage for this as this isn’t normal wear and tear of the piping as well as improper installation both of which are not covered under our policy.As per the technician, we do apologize and we have placed an investigation on him for this to not happen to any other customer that we have.  Unfortenelty, CHW is not responsible for the technicians negligence and he shouls have waited to proceed with any repairs before he opened up a part of the wall but since he didn’t and we cannot provide coverage, you would have to speak to him or that company Bergen Drain to have them assist you with the reimbursement of the funds you spent due to their technician.Please see Section F. Limitations of Liability # 19.We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

Complaint: [redacted]
I am rejecting this response because: I was told on the phone when I called and he said he pulled it up and the guy said , Only cover Wear & Tear on the tank. Is that not Wear & Tear. I even asked for copy of Contract that I sign when I purchase the home warranty. He said he could not provide me with that information. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
The routine maintenance has been done by a certified technician and I have invoices for that. The technician you sent after the initial diagnosis called back to rectify it and report mechanical failure and he didn't reported lack of maintenance on that piece. I spent 455$ to replace the piece + 45$ for the service call. The denial of coverage was not made in good faith. I had a second opinion at my expenses and the technician reported a mechanical failure not related to lack of maintenance since no maintenance can be done on the specific piece. I want proof of the manufacturer's e-mail stating that the mechanical failure was by lack of maintenance (a thing I'm sure you do not have), and I want a full refund for 455$ you should have paid. I have all invoices, I'm in good faith, the only thing you provided so far is the information about an e-mail received that you are not allowed to disclose. 
Regards,
[redacted]

Dear [redacted],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.  You agreed for the technician to perform the leak test.  We received the results of the leak test as well as the pictures. Based on the results, it 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 1 and 8, we do not cover failures caused by rust and or corrosion.  Our Sr. Claims 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 we offered you the cost of the coil in the amount $306 or to replace the coil.  You declined this offer.  You opted to get a second opinion, in which your technician reported that there was internal failure in the compressor.  Please understand that this failure does not constitute normal wear and tear.  Per our policy, Section Letter A., Number 2. CHW only cover failures that “…Become inoperative due to normal wear and tear…”  The outcome of the claim remains uncovered. We regret to hear your dissatisfaction with CHW; if you would like to cancel your policy, we will offer you a full refund in the amount of $182.48.  To accept this offer, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST to process your request.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

[redacted],We do regret your frustration however in reviewing all of the claims that you had, if there was a second technician that came back to your home, you did not pay the second service call fee unless the call was outside the 30 day period.  Also, that payment did not go to CHW, it went to the technician for the service call fee. Our offer to you is a refund of the paid policy and subtracting the amount of the paid claims.  This comes to $543.75.If you were to go through the policy and did a pro-rated refund, you would not have a refund. You are welcome to contact our Cancellations department and verify that the there is no refund for this policy per Section L. Cancellations.If you would like to accept the offer for this policy, please contact us and we will process this for you.Thank you,CHW

Although the garbage disposal claim was at another location, it was under this policy wish constitutes a paid claim. At this time, CHW has made the adjustment and apologizes for the oversight. However, there is nothing more owed at this time. CHW did follow the guidelines outlined in the policy.   Regards, CHW

Dear [redacted]We regret to hear your frustration. The pictures we received showed that the unit had a small chip on the heat exchanger and based on the diagnosis, is not effecting the operation of the unit.  Please note that the invoice does state that the system is currently operating.  At this time, the outcome remains and no further action will be taken as there are no failures reported. Regards,CHW

Complaint: [redacted]
I am rejecting this response because stating the washer was overused/stuffed doesn't suffice.  This is basically some reason someone made up to not cover the washer.  I took the $200 buyout after complaining and  complaining to get something.  I still can't believe this was the reason they rejected it.  I currently have 4 different policies with Choice Home.  Just today, I had another furnace problem rejected at another property.  Why?  They said it had some rust and corrosion causing a heat exchanger to go out.  Guess what?  Not covered.  Are you kidding me?  An 18 year old unit and you don't expect to find some kind of age (rust etc. etc) in the unit?  This unit was even serviced mid 2016.  I called the technician and they couldn't believe CH wouldn't cover a dime of it either.  They said, Why do you even have insurance on your HVAC system then?  They won't ever fix it.  The best one to date, was an issue with a garbage disposal.   Guess what?  It wasn't covered either when it died.  Why?  It wasn't properly maintained over the life of the unit.  Who carries an  annual maintenance policy on a garbage disposal?  The only thing Choice Home is good for are plumbing  stoppages. That is it.   Hard to reject a hairball in a PVC pipe. Furthermore,   Every time I call to complain, they said, Mr. [redacted], we show we have covered some of your issues.  Well thank you, Choice Home..  but you never cover anything that gives you peace of mind.  The Major appliances and HVAC systems.  They even know what $ amount they said they have covered.  It is a made up number that basically WILL NOT go over the amount you paid up front.  I am totally convinced this is how they run their books.  I have been told on the  305 E 17th by  numerous customer service people that they have paid out $1900 since the inception of the policy.  Guess what, I paid a total of $2143.  Now I can't get anything approved.Revdex.com needs to check into the company and read the numerous complaints on [redacted].  The rating is just over one star out  of 5.  I finally just starting to do some digging and my complaints are NOT unique.  The warranty they provide is fraudulent and misleading.  Even the ads they have while you are on hold, lie to you.  They say basically they cover all units no matter the age.  Yes, they probably do cover all old units as long as they aren't older than a year.   Please help.
Regards,
[redacted]

Dear [redacted],We regret to hear your frustration and dissatisfaction with CHW. CHW does not condone unprofessional behavior from any employees or technicians.  We have advised the Director of Vendor Relations who will handle accordingly. Please be advised that [redacted]...

[redacted] has been assigned to your claim.  Please contact them at ###-###-#### to schedule an appointment. As a goodwill gesture, we have applied a onetime free service call fee onto your policy. Regards,CHW

Complaint: [redacted]
I am rejecting this response because:
I had two different technicians come here to look at the unit. They both agreed my unit had in fact been properly maintained. They both have spoken to choice home warranty explaining that. The unit is almost 17 years old, and both explained that it is in fact a wear and tear issue. Both technicians disagree at all levels of choice home warrantys decision. [redacted] home insurance also disagrees with choices decision. They also agreed the unit failed because of age, and normal wear and tear. Choice is wrong in their decision. After reading many complaints on choice I have learned that they almost always refuse to fix any air conditioning products. I feel choice has scammed me on every level. And would like my last two years of payments to them refunded, or my ac fixed at their cost.
Regards,
Briea [redacted]

Complaint: [redacted]
I am rejecting this response because:
For one thing, I accepted the $400 on May 12, and the woman promised a check would be mailed within 30 days.  To now say I have to take another affirmative step to get the money is reprehensible.  Send me my $400 immediately, and I will consider the matter done.  I will NOT wait longer.  I expect the money by June 12 and not a day later.You people are a scammer and rip off company, but I need the $400 and I am well aware you'll never pay out anything else.  I want the $400 in hand before I end this Revdex.com complaint, as it is my only hope of even getting th emoney, as from what I read you never pay out despite promises to do so.  The woman told me the money would be mailed, and the 30 days started on 5/12.  Honor that.  Send me a check 
Regards,
[redacted]

Upon review of your policies I do see that we have assisted with your AC claims on a few of your policies.  I do see that on one policy we advised you that we do not cover routine maintenance for the units.  As we do state in our policy in Section F #12. I do see that on one policy we...

did provide you with the full amount of $1500 that we provide for the AC claims.  Please contact our cancellations department if you would still like to cancel, we do regret any frustration and hope that we can assist with your claims to your satisfaction.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 .  I do see that you had a claim for your Oven and that CHW did send a technician out to diagnosis the unit and he was authorized to repair that unit.  You stated to us that he had hit a switch and did something to “mess up” your AC.  We then placed a claim for your AC and had the same technician come back to your home.  I do see that he has been working with you in regards to this event.I do apologize although we have filed a complaint against the technician with our Territory Managers, there is nothing that we would be able to do for you.  This would be between you and the technician from A to Z Appliance and Plumbing Services.Per our policy, Section F. LIMITATIONS OF LIABILITY19. 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 performance. You also agree that We are not liable for consequential, incidental, indirect, secondary, or punitive damages. You expressly waive the right to all such damages.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

Complaint: [redacted]
I am rejecting this response because:if you look at previous call records, you will see that I had a conversation with another Choice Home Warranty associate on the phone who says I should not have had to pay the $45 service fee for the second time the tech came out.  I am asking for my $90 money back - the problem was never corrected - not the first and not the second time. The technician did not diagnose my problem correctly the first time and it was in turn coded as a secondary issue - it was not secondary, this was the original issue! i have reduced the amount of original request for refund - $90 is the request. 
Regards,
[redacted]

Dear [redacted] M [redacted],I do see that CHW has reimbursed you the $120 for this claim.  As a goodwill gesture, I have added a onetime free service call fee to your policy in the amount of $45 for your next claim if you have one.  CHW cannot reimburse you for any time that you had taken off.  The technician that we sent to your home was a licensed technician and we do have the paperwork to show such.  Our customer service department does not have access to this information however the Territory Managers do and it has been verified.We have placed onto your policy never to send this technician back to your home since you were not comfortable with them.  The reason that the technician did not go back to the home was because this was a non-covered claim per his diagnosis of having a clogged vent.  Per our policy this would be considered maintenance which we do not cover.  Again, we do see that you were reimbursed $120 and we have placed a onetime free service call fee under your policy.Thank you for being a valued customer of CHW.CHW

Upon review of your policy, I do see that CHW has covered all the claims that you had submitted but we are not able to cover the AC unit claim due to the fact that the units failures are not covered under our policy.  As a good will gesture we would like to add an extra month of coverage to your policy for you.  We do value you as a customer and hope that you accept our offer.Thank you,CHW