Bass Services, Inc.

Complaint: [redacted]
I am rejecting this response because:We purchased the house in April 2015 and had a FULL inspection of the property by a licensed property inspector.  He made recommendations for the A/C and we had the A/C company come out and make the necessary adjustments and maintenance per the inspectors requests.  The technician you sent, that came out for this call NEVER once said the damage to the unit was caused by any dirt or debris.  I was there when he contacted your office with his recommendations for replacement.  He stated that the unit was old but never said anything about it being dirty.  We put in 3 month filters and checked them monthly and did not wait for 3 months just because the filter said it was a 3 month filter.  Also, the reason we called for service was because the system was vibrating the walls in the house.  If the wheel was out of balance, and caused the unit to fail, that is why we called.  We did not have any issues with the A/C unit until the vibration started which is why we called right away.  The technician said that the unit was old and that the outside unit was over-amping and was going out as well.  We kept our unit clean of debris and cleaned everything when needed, inside and outside.  The technician even called back and told them that the unit was going out due to age and nothing to do with the upkeep.  This is just an excuse to not cover the unit and it is unacceptable.  I have spoken to several people that have stated that Choice Home Warranty has done this same thing to them to prevent from paying to replace units and that is not right.  We pay for a service and that service should be honored.  I am more than willing to get a statement from the technician and the A/C company that came out if needed
as well as the A/C company I had come out since on my own.
Regards,
[redacted]

Records show that a determination has been made to offer you $220.00 for the repair. However, it appears that CHW hasn’t been able to successfully meet your needs and the goal is to be able to accommodate all customers. CHW can offer you a full refund of the policy that you have paid in the amount of $400. There will not be any administrative fees or pro rata refunds, instead a full refund in the amount of $400 with the signed agreement. Please call the customer service team if you would like to have this refund applied and the necessary documents will be sent to you for your review and signature.   Regards,   CHW

HelloThan you for paying for my dishwasher repair. I will make sure to update any social media accounts that I have linked to this situation and make sure I inform everyone of the outcome of this situation. That's all I ever hoped to be able to get when I signed up for this warranty service. I would recommend you make that liability a little more visible for customers so they don't feel cheated after getting denied for the service they thought they had signed up for. I emailed [redacted] multiple and was told [redacted] would call me back. I will try to call [redacted] back on June 6th to arrange this. Thank You[redacted]   
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

The claim was processed according to the terms of the policy as outlined in section Letter F, Number 12. CHW doesn't offer repairs related to lack of maintenance. It is suggested also that there may be a manufacturer's warranty that can assist you with the repairs. 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 [redacted]. A review of the claim shows that it was processed according to the policy. Based on the diagnosis we received, it stated that the gas heater burner and cabinet were rusted. Per our policy, Section Letter F, Number 1 and 8, it states that we do not cover failures that are due to rust and corrosion. Our Sr. Claims Specialist advised you about the outcome of the claim, in which you were not satisfied and requested to cancel.  We attempted to assist you, however, you insisted on cancelling your policy.Our Customer Solutions Specialist advised you that you were not eligible for a refund and in turn, you decided to keep your policy open.  We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.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 [redacted].   Please accept the apologies of CHW in the delay. CHW works to ensure there are qualified technicians that can perform the diagnosis for all customers. You were offered the reimbursement option to assist with this. You will be reimbursed at the CHW rates, the technician will need to call in to seek prior approval before performing the work. This is an option that is offered to provide great customer service for the rare instances where a technician can’t be dispatched quickly. The team continues to work to find a technician that will meet your needs. The notes indicate that you are aware of the reimbursement option and may choose that. Please call the CHW customer service team if there are any questions at ###-###-####.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   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 [redacted]   A review of the claims shows it was handled in accordance to the policy. The diagnosis that was received from the technician was that the heat exchanger was rusted and in accordance to the policy, section Letter F, Numbers 1 and 8, rust and corrosion aren’t covered. However, the heat exchanger was covered under the manufacturer’s warranty and section Letter F, Number 15 of the policy indicates that CHW is not responsible for repairs that are covered under the manufacturer’s warranty. CHW provided you with the contact information for the manufacturer as well as your model and serial number to reach out regarding the repair. You made a request to cancel the policy and although it was after 30 days and you weren’t entitled to a full refund, in the interest of customer service, you were provided with a full refund which was credited to the card on file on 10/31/16 in the amount of $375.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards,

Dear [redacted],We do understand your frustration however we do see that we advised you that if you disagreed with the outcome of the claim, you could provide a second opinion for our review.  We  have it documented that we did also advise you that you could send in maintenance records to show proof of maintenance.Since your policy is cancelled, and you paid monthly we would be happy to provide you with a full refund of the funds you paid to us in the total amount of $186.68.If you would like to have a full refund of the policy, please contact us and we will send you the necessary paperwork for the refund.Thank you,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 www.choicehomewarranty.com/useragreement. Upon review of your claim we do see that the unit was being used while it was partially filling with water, this caused the motor to overheat and develop a failure.  Due to the fact that one part of the unit created another to fail is considered secondary damages.  Per our policy, Section F. #19, we do not cover failures that are caused by secondary failures.If you disagree with the outcome, we ask that you provide us with a second opinion.  You can have a technician contact our inside technician’s at ###-###-####, option 5 then option 1.  Once you provide the second opinion, your claim will be re-evaluated. We do regret your frustration however, CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

We are pleased that we have reached a mutual agreement with you regarding the claim and the coverage. We look forward to hearing from you.  Regards, CHW

Dear [redacted],In a recent review of this claim, it shows that the technician from [redacted] came to your home and made the repair on 10/7/2017 – we are glad to see that this case has been settled. Please be advised that if you would like to further dispute the damages to your rug, you can contact the technician who initially made the repair directly at:  [redacted] [redacted] ###-###-####.  Per our policy, Section Letter F, Number 19, CHW is “… not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performance...”Please note that your policy is currently “past due.”  In order to continue placing claims, please contact us at your earliest convenience, to submit your payment.Regards,CHW

Dear Sarah [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 [redacted]
* Upon review of your claim it has been determined that your claim was processed in accordance to the policy. The policy states in section Letter D, Number 4 that leak detection tests are not covered.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

[redacted],The policy you purchased does not include limited roof coverage and also our policy does not include a tile roof.We do regret your frustration, you are welcome to view the policy online at www.choicehomewarranty.com/useragreement and we have mailed you out another one.Thank you,CHW

[redacted]We do understand your frustration however CHW cannot provide any type of approval for a claim that was completed without our authorization.  The reimbursement form that you were provided with does show that you would have to have your technician contact us prior to the repair or replacement of the item and receive an authorization number.Our policy does not cover the failures of the tanks therefore we would not provide the funds towards one however, we did provide you with the remainder of the service call fee that you paid for the claim.If you would like to accept our offer for a goodwill gesture, we are willing to offer you $200.00 towards this claim.Kindly contact us and if accepted, we will send you a form for you to sign.  Please contact ###-###-####.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
  This does not address the issue of the  1st company assigned to my case and did not show up and I called CHW to state my dissatisfaction with the company assigned .  The  2nd company assigned [redacted] showed up on 6/7/16 and resolved the issued.  So I did not call any technician or company on my own.

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 [redacted]   CHW values all customers and are sorry to see that you have chosen to cancel your policy. Your policy will be cancelled in accordance with the policy section Letter L, Number 4 which states, “If canceled after 30 days, you shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50 administrative fee and any service costs incurred by us”. Please feel free to call the CHW customer service team directly 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

Dear [redacted]We regret to hear your frustration.  While rust/corrosion occurs from normal wear and tear it is, however, a part of our exclusions. The pictures we received shows that coil was heavily corroded – the outcome of this claim remains uncovered.  As a goodwill gesture, we have placed a onetime free service call fee onto your policy; this can be used on your next claim. Regards,CHW

[redacted],We do believe that this complaint has been resolved.  By providing CHW with the signed release agreement, you did agree to the settlement offer.If you have any questions or concerns, please contact us at ###-###-####.Thank you,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 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 normal 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 normal wear and tear…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel due to your dissatisfaction.  You spoke with our Customer Solutions Specialist who offered you $300.00 towards the repair; you declined this offer as you insisted on cancelling your policy.Per your request, your policy has been cancelled as of July 18, 2017.No further action will be taken as this policy is no longer active.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.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 http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claims, we see that your policy began with CHW on 1/9/16 and you placed your claim on 1/20/16.  Within this short time of having your policy, the washing machine had an issue with the hose bib.  Per our policy, Section D. Number 8 Plumbing, the hose bib is an excluded portion of the policy.  Also, all units must come into the policy in proper working order as per Section A. Coverage #3.We do see that even though this was an exclusion to the policy we did offer to assist you with a goodwill gesture of $100 towards this claim.  Unfortunately, per our policy since this was a non-covered claim, CHW is not responsible to assist nor cover the claim.We urge all customers’ to review the policy within the 30 day grace period that is provided before the policy begins.  You have this time to ensure that all units are in proper working order as well as to cancel for a full refund within this time period. Best regards,CHW