Bass Services, Inc.

Dear [redacted],We regret to hear your frustration.  As previously stated, your claim is currently under review.  Once we receive an update, we will contact you with the results.  If you have any further questions or concerns please contact us directly at ###-###-####, Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm ESTRegards,CHW

Complaint: [redacted]
I am rejecting this response because: I have a contract stating repair of an item not working properly. The item, a furnace, did not work until I had to pay the tech additional money. This is not repair of the household product, it is do as little as possible but claim somewhere in the contract there is an escape clause allowing for less than promised.Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: the AC Company that you hired to physically troubleshoot the problem at my location stated that was not the case. The unit has been maintained according to the manufacturer recommendations. The airflow might be one thing that "could" cause the unit to pull more amps but not in my case. The unit had an internal problem that caused this. How can you diagnose the problem without physically being onsite. Your Tech diagnosed differently while here.  The individual I spoke with only had one things on his mind and that was to deny my claim.CHW took the contract and my money to cover the AC that sits outside in Arizona summers. The heat alone could cause the internal problems... I expect that you will do the right thing here and go off the word of the certified Tech that you hired to diagnose the problem. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The sales pitch put forth during the purchasing of the warranty is just so dishonest.  I do know that your clever tactics are not inline with what I expect from a company.  Ask the most basic question here, why would a customer willing pay over $500 a year for home warranty coverage plus the svc call deductible for major appliances which 90% of the operating apparatus is not covered (due to it being on the exclusion list).   We were able to verify receipt of the actual warranty policy see attached email.
Regards,
[redacted]

,I do see that you had a policy with CHW from 03/16/12 - 06/16/14 and within that time we had assisted you with $894.54 in authorized Claims.  I do apologize for any issues that you are currently having but we do not show that you have a policy with CHW as of this year.  Please...

confirm that you do in fact have a policy with CHW, if you can provide me with the policy number because this address is showing up with the expired policy that had ended in 2014.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 [redacted]   Upon review of the claim for your air conditioning it has been determined that the claim was processed according to the policy. The policy was effective on 10/4/16. A claim was placed for the air conditioning system on 10/5/16. The technician provided CHW with a diagnosis that the motor is not responding and is not receiving the proper voltage. This is not something that would occur in such a short span of the policy, which was one day. Section Letter F, Number 1 indicates that CHW is not responsible for repairs related to known or unknown preexisting conditions. You have also indicated that the technician wasn’t professional and had a smell of alcohol. This information has been provided to the proper team so that can be managed. At this time, the claim remains non-covered.   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 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 bathtub faucet was leaking. Per our policy, Section Letter D, Number 8, CHW does not cover “…faucets or fixtures…”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.  We strive to provide the best customer experience, therefore we advised you that we would offer you funds to assist you on the non-covered claim.  You accepted this offer and we authorized the funds to the technician. You reached back to CHW and advised us that you wanted to cancel because you were not happy with the technician’s service.  Please understand that you requested to cancel your policy while this claim was still in active. Per your request we have cancelled your policy as of May 24, 2017.   Please note that we are unable to further assist on this claim as this policy has been cancelled.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 it appears that your claim was processed in accordance to the policy section Letter F, Number 12 in which We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For 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. Based on the diagnosis received from the technician the compressor valves were worn out which caused the unit to overheat and cause internal failure. This occurs when the compressor goes into thermal overload and is a result of a lack of routine maintenance.   The policy was terminated at your request and 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.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted],We are happy to hear that this had been resolved.  We did respond after reviewing the claim however the notations of the claim being resolved were not provided to us at that point. We do look forward to assisting you with future claims and we have requested that our Quality Control department review this claim to see where the miscommunication happened. Regards,CHW

[redacted],We do beleive that this has been settled with [redacted] our Consumer Advocate, please advise us if different.  Our records indicate that you both had spoken and a mutual agreement was made.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 our web site at [redacted].
Upon review of your claim, we do see that the blower wheel fan blade came off and tore the other up, this destroyed the motor. The failure of the wheel is not a normal wear and tear and would be considered a lack of proper routine maintenance. Per our policy, Section F. Limitations of Liability #12 states that CHW does not cover failures that are a lack of proper routine maintenance. If you feel that this is not an accurate outcome, please provide our authorizations with your maintenance records for review. Please send them to [redacted].
We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.
Sincerely,
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 it appears it was processed 9n accordance with the policy terms of section Letter F, Number 12 which states CHW doesn’t provide repairs related to lack of maintenance. At this time we are awaiting information from you. We value the feedback that you provide regarding the technicians that are sent to perform the necessary services. We value you as a customer and in the event you are in need of another technician, you can always call CHW so we can reassign your claim to another technician.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

We are very sorry that you feel as though this would have been a covered claim if the amount was lower.  Per the process, you did send in an email to the Customer Advocate and you stated that you would give her 4 days to reply to your email.  The process for disputing a claim allows 30 days per the policy. Please see Section G. MediationIn the event of a dispute over claims or coverage You agree to file a written claim with Us and allow Us thirty (30) calendar days to respond to the claim. The parties agree to mediate in good faith before resorting to mandatory arbitration in the State of New Jersey.Per [redacted] heating and air, they stated that there was a leak in the condensing coil, they gave us pictures of the unit and requested that a leak test be completed.  Once the test was completed, it was confirmed that the unit had a known or unknown pre-existing condition that we do not cover, improper installation is not covered by our company.  Please read the policy, it explains that CHW is not responsible for issues such as this.We are unable to provide you with the amount that you are requesting due to the fact that you cancelled your policy with us.  You did not allow proper time for a dispute of the claim and the records that you sent into CHW were not records but an inspection report.  If you had records that showed that you maintained the unit properly, CHW would have accepted them. Choice Home Warranty received the pictures from the technician, you are more than welcome to contact them and request them for yourself.  We do not cover rust or corrosion and that is shown here as well. We do apologize, we are unable to refund you for any amount of money as you are a monthly customer, stated in our policy we refund a pro-rated amount that you have paid.  You paid CHW on a monthly bases not paying in advance for the policy. We cannot pay for a leak test as this is not covered in our policy as well.We do follow our policy and are in full compliance with our contract.Best regards,Tracy M.CHW Consumer Advocate

Complaint: [redacted]
I am rejecting this response because: Regardless of your position on the rust, the leak WAS NOT caused by rust, but by friction in the normal wear and tear of the air conditioner. The rust had nothing to do with the leak. This should be covered under the warranty. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Do they really think that I or any customer so treated would continue to pay their monthly membership? I waited a month for a proper handling of the complaint before I left their "protection" against excess costs. Their advertising clearly implies, if they cannot fix it they will replace it. Their explanation leaves all consumers that think they are protected in for a rude surprise. According to them if a little part in an A/C system was no longer available, tuff on the consumer. They falsely advertise and I have also filed a complaint with the NV division of consumer protection to hopefully exclude them from falsely promising protection when they will opt out at the flimsiest excuse. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:As I have stated before we just purchased this home in July and purchased the warranty at closing.  We do not have records of maintenance from the previous owners.  where in your policy does it require a buyer to obtain maintenance records from a seller?  We did have your chosen professional come out and repair the unit and he told us that the issues were not due to a lack of maintenance.  Your refusal to pay the warranty is based on a person in New Jersey's opinion that has never seen our unit.  It appears the opinion of your New Jersey "professional" is based on your company policy of denying all claims based on maintenance.Apparently CHW has been using this practice for quite some time as they were sued in 2015 for the same issue and settled the lawsuit by paying out almost $780K and agreed to revise their business practices.  It appears they have yet to revise their business practices and they are still scamming consumers. 
Regards,
[redacted]

All customers are invited to obtain a second opinion at their expense and have it submitted to CHW if you disagree with the outcome of your claim. This wasn’t done and you had it fixed. The determination was made by the diagnosis that CHW received from the technician that was sent to diagnose the problem. The issue is the damage to the furnace which based on the diagnosis that wasn’t disputed was deemed secondary and not covered in accordance with Section Letter F, Number 19. At this time, however, CHW is not able to work to provide a goodwill gesture payment to assist with the non-covered claim as the policy is no longer active so there is nothing more to be done.   Regards, CHW

Dear [redacted],CHW advised you to provide us with a second opinion and we advised you NOT to have any work completed without prior approval.  We received an email from you with an invoice that stated "PAID IN FULL" this was for an amount that exceeds our CAP for the policy.CHW has offered to provide you with a CAP amount per the terms of our policy as a goodwill gesture in the amount of $1500 however since you disagree with the terms and conditions of the policy, we would then cancel the policy.We have sent you an agreement that would have to be signed in order for this reimbursement to occur.  Once we receive the agreement you will be provided with the check. We do hope that we can come to a mutual resolution for this claim by providing the max amount per the policy.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because:
We were told all remaining parts needed to repair the AC would be mailed to our home then a service tech would be sent back out we received one part and now each time we call to get a status on the remaining part we are told someone will call us back, no return calls yet with a status on the shipment of the remaining part and it's getting hotter! 
Regards,
Tara [redacted]

Dear [redacted] [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 invoice that we received, there was no diagnosis stated as it only showed there was a fan motor and capacitor replacement on the unit.  Please note, that in addition to not receiving a diagnosis, this repair was done without prior approval. Per our policy, Section Letter C, Number 3, “…We will not reimburse for services performed without prior approval.”We strive to provide the best customer experience, therefore we went outside of our policy guidelines and offered you the reimbursement cost at CHW in the amount $185.Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied.  Although the service call fee must be paid on every claim that is placed, we waived the $45 service call fee and increase the reimbursement to $230.  You accepted this amount. Please allow 30 days for the check to be processed.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW