Bass Services, Inc.

May 3, 2017Dear Sir/Madam,         I am writing today to complain of the poor service I received from your company Choice Home warranty. I was visited by a HVAC technician from a third party provider on May 1, 2017. The technician did arrive late in the afternoon versus the morning appointment time I was given. Although, he was late the service provided was exceptional. I was told by the technician due to my air conditioning system being over 25 years old that the parts were obsolete and the he would recommend my system to be replaced. Despite having to spend the entire weekend on the hottest days this month with my asthmatic child I suffered in silence knowing that on Monday I would have some sort of relief once my system was serviced. I am most annoyed that I wasted an entire day from work and had to use a vacation day to get no resolution for my discomfort. My impression of Choice Home warranty has been tarnished, and I am now concerned about how I can continue doing business with an unethical company. I contacted the customer service department on May 2, 2017 to help me so I thought to resolve my complaint. I was greeted by a customer representative and after verifying my account information she then stated that per Choice Home warranty policy I can only receive a check for $180.00 for an obsolete part and not the replacement of my air conditioning system.  I then asked the representative that in your company policy it states that if the HVAC system cannot be repaired then it will be replaced.At this point, the customer service representative started to become combative and loud saying that this decision is final and no one can or will change it.  I feel as though the company is not addressing the technician’s recommendation. For years I’ve been a great customer always paying my bills on time. The first time the system breaks down and isn’t able to be repaired due to an obsolete part. I am being told we cannot help you in replacing your unrepairable system, but we can only pay for the part which is obsolete. The facts are the system cannot be repaired and even if the part was found that still doesn’t guarantee the system would work. Choice home warranty has come to my home on numerous occasions just to put band aids on my HVAC system. If an item is unable to be repaired then the equivalent cash value of the item should be given or the item should be replaced. That’s part of what the company states so why is my claim being denied for the replacement of my HVAC unit. The company wants to be selective on the words they use from the technician and not acknowledging the recommendation that clearly states a replacement of the HVAC system is needed.  Since the system is obsolete and all major parts required for repairs can never be retrieved.  How is it still possible not to assume any responsibility in the replacement of my HVAC system? Please tell me what I can do to get any sort of compensation for this system? There are two sides to this situation and the company is only addressing the side that benefits them and not the customer. Furthermore, I find an inability with the company to only comply with part of their policy.I trust this is not the way that Choice Home warranty wishes not to conduct business with a valued customer — I  have been with your company for many years and have never encountered such treatment before. I would welcome the opportunity to discuss matters further and to learn of how you propose a resolution to this situation. I look forward to hearing from you.Sincerely,[redacted]                                                                                             May 3, 2017Dear Sir/Madam,         I am writing today to complain of the poor service I received from your company Choice Home warranty. I was visited by a HVAC technician from a third party provider on May 1, 2017. The technician did arrive late in the afternoon versus the morning appointment time I was given. Although, he was late the service provided was exceptional. I was told by the technician due to my air conditioning system being over 25 years old that the parts were obsolete and the he would recommend my system to be replaced. Despite having to spend the entire weekend on the hottest days this month with my asthmatic child I suffered in silence knowing that on Monday I would have some sort of relief once my system was serviced. I am most annoyed that I wasted an entire day from work and had to use a vacation day to get no resolution for my discomfort. My impression of Choice Home warranty has been tarnished, and I am now concerned about how I can continue doing business with an unethical company. I contacted the customer service department on May 2, 2017 to help me so I thought to resolve my complaint. I was greeted by a customer representative and after verifying my account information she then stated that per Choice Home warranty policy I can only receive a check for $180.00 for an obsolete part and not the replacement of my air conditioning system.  I then asked the representative that in your company policy it states that if the HVAC system cannot be repaired then it will be replaced.At this point, the customer service representative started to become combative and loud saying that this decision is final and no one can or will change it.  I feel as though the company is not addressing the technician’s recommendation. For years I’ve been a great customer always paying my bills on time. The first time the system breaks down and isn’t able to be repaired due to an obsolete part. I am being told we cannot help you in replacing your unrepairable system, but we can only pay for the part which is obsolete. The facts are the system cannot be repaired and even if the part was found that still doesn’t guarantee the system would work. Choice home warranty has come to my home on numerous occasions just to put band aids on my HVAC system. If an item is unable to be repaired then the equivalent cash value of the item should be given or the item should be replaced. That’s part of what the company states so why is my claim being denied for the replacement of my HVAC unit. The company wants to be selective on the words they use from the technician and not acknowledging the recommendation that clearly states a replacement of the HVAC system is needed.  Since the system is obsolete and all major parts required for repairs can never be retrieved.  How is it still possible not to assume any responsibility in the replacement of my HVAC system? Please tell me what I can do to get any sort of compensation for this system? There are two sides to this situation and the company is only addressing the side that benefits them and not the customer. Furthermore, I find an inability with the company to only comply with part of their policy.I trust this is not the way that Choice Home warranty wishes not to conduct business with a valued customer — I  have been with your company for many years and have never encountered such treatment before. I would welcome the opportunity to discuss matters further and to learn of how you propose a resolution to this situation. I look forward to hearing from you.[redacted]
[redacted]
[redacted]
[redacted]  Complaint: [redacted]
I am rejecting this response because:
[redacted]

Complaint: [redacted]
I am rejecting this response because: A compressor shorting to ground means that one of the electrical windings inside the compressor has broken.  This is a common normal wear and tear failure for compressors that are 15 years old. The age is just about right for this failure to happen plus in my case where the unit is used with a heat pump, the lifespan for compressor is less than 15 years because the unit runs year round.  Also, as I stated in my complaint, Mr. D[redacted] from Anthony and Son who serviced the unit has stated the compressor's failure is due to normal wear and tear.  He saw that the unit was well maintained and clean.
Regards,
[redacted]i

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 unit was freezing up, the pressures were low, the unit was low 2lbs of Freon and the coils dirty and damaged by hail.  These failures occurred from a lack of proper routine 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 normal or routine maintenance...”If you would like to further dispute this claim, you can send your proper routine maintenance records to [email protected] for review.  If the records show that the system was properly and routinely maintained, we would adjust the outcome of the claim accordingly.  You also have the option of getting a second opinion at your own expense.  If you choose to take this route, please submit the detailed diagnosis invoice to [email protected] for review.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Complaint: [redacted]
I am rejecting this response because: due to the length of the ongoing complaint (from 31 May to today) and Choice warranty's lack of response to our request for a second opinion from a new hvac company to resolve the issue, I am not confident that this will be resolved. It has been 90 degrees and above with as high as 109 degrees humidity for the past 4 weeks. I have elderly parents and grandparents who resides with me and its a shame that our problem is still unresolved. Choice home warranty should pay a portion of the cost of a system that I am now forced to install due to that lack of assistance and the concern of my family. Its clear that their mission is NOT to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their valuable asset!
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 [redacted].   A review of the claim shows that the claim was processed accordingly. The initial problem with the pool was that there was a problem with the circuit breaker that wasn’t covered under the policy section Letter D, Number 7. This was repaired and there was another issue with the pool with the circulation pump not functioning properly. The diagnosis we received from the technician that there was algae in the water, indicating there was no chlorine in the pool and algae in the filter meaning that the pool pump was overworked. This is a result of lack of proper routine maintenance and under section Letter F, Number 12 of the policy, CHW is not responsible for repairs related to lack of proper routine maintenance. You were informed by CHW however, that you may obtain a second opinion at your expense to have the non-covered claim reviewed. Please call the CHW customer service team directly if you have 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]. Upon review of your claim we do see that you disagree with the terms of our policy and since we do not provide coverage for issues that are pre-existing to the policy start date. We expect all units to be in proper working order upon the start date of the policy. This part takes time to fail and our inside technical staff stated that this part could not fail within the amount of time you have had our policy.We are willing to provide you with the full refund of the paid policy however in order for us to do this we would need for you to contact us and we would provide you with a release agreement.  Once you have signed this agreement and send it back to us, we will then provide the payment back to you for the full amount of the policy.We do not want you to feel as though you are stuck with a company that you disagree with the policy therefore we are offering this to you as a resolution.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Complaint: [redacted]
I am rejecting this response because:
I was not offered a payment before I cancelled the policy.  I cancelled the policy because another representative called me and told me that the information previously provided was not correct and was rude to me and in fact hung up on me. I was also told that I had until February 19 to make any claims and I was told this after I cancelled the policy by still another representative.  Perhaps their representatives need to read their policies and contract documents since they obviously don't know what they are either.  I strongly urge everyone not to use this company.
Regards,
[redacted]

Dear [redacted],We regret to hear your frustration and dissatisfaction with the outcome of the claim. Please understand that due to a rusted/corroded evaporator coil, tiny holes were formed – this led to the unit’s Freon leak.  As mentioned on the previous response, CHW does not cover failures caused by rust and corrosion. If you would like to further dispute this claim, please understand that you are entitled to get a second opinion at your expense.  If you choose to get a second opinion, please submit the detailed diagnosis to [email protected] for review.  If the diagnosis is different, we would adjust the outcome accordingly.  Regards,CHW

The cost to repair the dryer wouldn’t be worth the actual dryer. As such, in accordance to the policy, CHW has opted to exercise the policy limitations of liability, which is relative to the claim. Section Letter F, Numbers 9 and 16 of the policy which states, “We have the sole right to determine whether a covered system or appliance will be repaired or replaced. We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color. We are not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governments…..” and “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”.  Based on the diagnosis that was received the unit needed to have a new control board and wouldn’t be worth the repair.  Regards,CHW

[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 [redacted] and find that this resolution is satisfactory to me.
Regards,
[redacted]

CHW apologizes if you have received inconsistent information. The information is documented in great detail in the policy. A link has been provided in the previous message as well as a policy emailed and being available online. The information contained there includes all covered and non-covered portions of the policy. Section C indicates that all customers are subjected to a service call fee when a technician comes to the home. This fee is collected by the technician and not paid to CHW. However, in the interest of customer service, a free service call fee has been added to your policy. Regards, CHW

Complaint: [redacted]
I am rejecting this response because:I have paid a year for home warranty protection. If part is under warranty, then I feel the home warranty should be responsible for cost of labor. The weather temperature is unbearable in my home. Thermostat will read 86 at times. 
I don't feel a semi elderly woman should sit in a home without an a/c during the summer.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
7-8 Weeks to resolve a mechanical issue isn't acceptable, as the delays were not simply a result of parts availability, but also due to the lack of responsiveness and professionalism of the contractors you employ (specifically the first technician who never responded back, wasting about 2 weeks). I also reject the parts availability was an issue here, as the part became "available" within 30 minutes of me following-up directly with the technician.While you may be conveniently in "compliance" with your own contract, the maintenance of a reliable network of technicians and making a good-faith effort to follow up are necessary components of a sustainable relationship with your customers - and that ownership is on Choice Home Warranty. I find it doubtful many consumers would elect to purchase coverage from Choice if they were aware it is "in compliance" with your policy to take 7 weeks to (not) repair something.  In fact, the notion is absurd. 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 your compressor and capacitor failed.  The compressor failing was due to the internal windings shorting to ground.  This failure occurs from the compressor overheating, damaging the internal windings and shorting the compressor.  Per the policy, Section Letter A, Number 2, this would not be a covered claim, as it does not constitute a normal wear and tear mechanical failure.  Our Sr. Claims Specialist advised you the outcome of this claim, in which you were not satisfied.  We strive to provide the best customer experience, so as a goodwill gesture, you were offered $200 to assist on this non-covered claim.  You declined the offer, as you stated that you wanted to write a letter of dispute.  Per your request, we emailed you a letter explaining the reason why your claim was not covered, however, we did not receive a letter of dispute.  We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Complaint: [redacted]
I am rejecting this response because:He is not listed on the Florida licensing website as having any licensing.  I am not going to confront a fraudulent man on this since you state you pre screen all contractors and obviously you do not. It is your obligation to your customers if you advertise licensed people to provide the license information upon request. As you continue to state you will not it admits guilt on your part as license information is public record. I feel a complete audit of your contractors and their licensing information needs to be completed and since the New Jersey consumer affairs already is monitoring you I will contact them to add this for their review. 
Regards,
[redacted]

Dear Mr. [redacted] J [redacted],We do apologize for the inconvenience this may have caused you.  We have contacted our IT department to remove your information from our do not call or email list.  Please allow one week your information to process. If you continue to receive solicitations,...

please forward the email to us at [email protected], so we could revisit the issue.Regards,CHW

George Liadis,CHW is following our policy and we have done everything possible to provide you with a satisfactory outcome.  You have denied all of our offers to assist you with this claim and you still insist that we are a poor company.  We have offered you a refund of your policy, even though your policy has been cancelled by you.  We have offered to provide you with a goodwill gesture towards the repairs, even though they are not covered by the policy.Please provide us with how you would like us to assist you.  You contacted the Revdex.com to receive help from them and we are offering to help but you are not allowing us to do so and state that you are satisfied with the result.   We are willing to go against our policy and assist you with a claim that is not covered for a policy that is cancelled.  Again, we ask how can we be of help to you?Thank you,CHW

Complaint: [redacted]
I am rejecting this response because: The company stated in their response that the unit was shorted out from a breaker. THIS STATEMENT IS COMPLETELY FALSE BECAUSE MY UNIT WAS NOT WORKING AT THE TIME THE TECHNICIAN CAME TO MY HOME. He was unable to turn on the unit so he checked the breaker and claimed that the breaker was not working and that he had to replace it and come back after he receive the part. Upon his return he replaced the breaker and the unit did not come on nor was he able to get the unit working. The unit was not working upon placing the service call. I don't think the breaker was ever the problem. The technician never stated on my receipt that the unit was working and was shortened by a breaker. They are just trying to find an excuse as to why they are not going to replace or fix my unit. As far as the invoices. If you look at the document the technician name, license number, phone number and company name are listed  on the invoices and letter of service. I can go to the company and get the Freon levels, gauge readings and fan conditions. I'm for sure they are still on file. These are basic invoice proving I had maintenance on my unit since that was the argument.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: This is not proper compensation.  Why would I want to have another repair call from you when the other was a total failure?  I have been treated rudely on many occasions and even lied to.I want to be relieved of the 2 contracts and all of my money returned. One contract has never been used because I wanted it cancelled immediately and was told no. The other has had one repair, which was very unsatifactorily handledand ALL of my correspondence to the president have been ignored for months.
Regards,
[redacted]

Dear [redacted],Your policy has been cancelled as of 10/3/2017.Any further issues or concerns, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST.Regards,CHW