Bass Services, Inc.

Complaint: [redacted]
I am rejecting this response because:
For one thing, I had to remind them of the original refund amount offered or they would not have paid that.   In reality should have been  half of my premium. All I know as a result of recent repairs added to my expense, I am out $2725 in repairs and premiums with NO money from CHW.  I understand certain limitations of the claims, but I would expect some compensation.  I would hope the Revdex.com will step up and acknowledge this in their ratings.  I know in frustration I cancelled my policy, due to their nonpayment and lack of service, but I still think they should man up and compensate me part of my expenses.  After all I took them on good faith to help me out after I bought the policy.  I know after reading about other complaints this company has a history of taking your money and refusing to service their accounts.  I have 2 Homeowner Association Meetings for the state of Alabama coming up and one of the topics is Home Warranties.  We will be asked to speak about our experiences and our recommendations.  Of course I will have to be honest with full disclosure about what I know and any of my other friends experiences.  Revdex.com please examine this case closely and make your ratings wisely.
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 our web site at [redacted]Upon review of your claim, we do see that you placed a claim for your microwave and CHW dispatched [redacted] to your home the next day (24 hours) to diagnose the unit.  We do see that you advised the technician to cancel your appointment due to scheduling conflicts. However the technician did go to the home but was advised that you had purchased a new unit by then.We do see that you had requested to cancel the policy and CHW provided you with  full refund of the cost that you paid for the policy($35.83 for 4 months $143.32) as a goodwill gesture. We do regret your frustration with this claim; however CHW is in full compliance with the terms and conditions of our policy. 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 most recent diagnosis that we received, it stated that your technician took the relay, therefore, our technician cannot diagnosis the unit. Per our policy, Section Letter F, Number 8, CHW is not liable for “…missing parts…”Please note that we that our Customer Solutions Specialist advised you that you would be reimbursed $340.00.  The funds were authorized on August 1, 2017.  Please allow 30 days for the claim to process before the check is mailed out.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

The ice maker was added onto the contract when I called the first time to report it's failure, not after the technician came the first time. When the technicians came in both cases I had to show them how to remove the panels inside the  refrigerator. These are not quality service companies. They are not properly trained to effect quality repairs. We are greatly disappointed with both the service of CHW and the two companies that provided on site service. I am rejecting this response from CHW. [redacted]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Dear [redacted], Please refer to Section Letter F, Number 9 of our policy as it states that we match for “…similar features, capacity, and efficiency, but not for matching dimensions, brand or color…”Once again, we do not match for color – all of the units you sent are stainless steel:GE General Electric 23.2 cu. Ft, White: $960.33https://www.google.com/aclk?sa=l&ai=DChcSEwip7-fK2tzVAhUGnsAKHdvtBE4Y...⇄ refer to our policy, Section Letter F, Number 16: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.The maximum amount that we will offer is $750 max to go towards a new unit.  To accept these funds, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm EST.Regards,CHW

Dear [redacted]The claim that you submitted was pre-existing to the policy start date this means, that the failure that you had on your unit could not have happened within the amount of time that the policy was in effect. CHW offered to provide you with a full refund as a goodwill gesture and that this would mean that you were satisfied with this as a resolution to your claim since our policy could not cover the failure, per the terms.  We sent you the form to sign and you changed the standard legal document to your own personal document in which we did not accept. Per our policy, anyone that chooses to cancel the policy has to follow Section L. Cancellations and they are then charged a $50 administrative fee as well as a pro-rated refund.  .CHW was not asking you to give up your rights to speak; we were asking if this was to resolve the issue, then we ask that you not slander our name.  This is request was declined by you and we did leave the policy alone.  We have not cancelled the policy and once you are ready to cancel you may do so using the terms and conditions set forth in the policy.   Please note that as of today, April 25th, if you should cancel the policy with us, your refund would be $33.31. CHW is still willing to offer you a full refund of the policy however; we would have to have the signed release agreement. Thank you,CHW

Dear [redacted]We regret to hear your frustration, however, our decision was based on the diagnosis that we received. You are entitled to get a second opinion at your own expense.  If you choose to get a second opinion, please submit the detailed diagnosis to [email protected] for review.  If the outcome proves to be different, we would adjust the outcome of the claim accordingly. Regards,CHW

Hello,   CHW did receive the documents that were sent in to review for the claim. However, what was received was not a record of routine preventative maintenance. The documentation that was sent to CHW demonstrated that a system checkup was done. It documented that there was no cleaning performed, no pressure tests, no amp draws or any unit information. These are all specifications included in the manufacturer’s warranty and would be included in routine maintenance. The CHW policy states in Section Letter F, Number 12 that 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. The documents doesn’t demonstrate this. While CHW respects as noted in your complaint, you didn’t know what was being done during your routine maintenance, the manufacturer’s specifications are included with the unit in the manual. As a result your claim was not covered due to lack of maintenance. CHW will always honor the policy as long as the claims are covered. In an effort to provide outstanding customer service, CHW will offer you one free service call fee. Please call our customer service team at [redacted] and it will be added to your account.   Regards, CHW

Complaint: [redacted]
I am rejecting this response because:even accepting the diagnosis as fact, which at present I am not prepared to do, their arbitrary ruling of what is wear and tear is wrong.  I have subsequently had my system inspected by two independent HVAC certified technicians and not only did they find a different diagnosis, they unequivocally said it was due to wear and tear.  I believe they are using this clause in the contract to defraud me.  There is no list of items they determined are or are not wear and tear, which gives them the opportunity to arbitrarily decide what is wear and tear.  All I ask is to have an independent ruling.  What the point of having a contract if they will not honor it
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]
  Upon review of your claim it appears that the claim was processed in accordance with the policy. The compressor had an internal failure which was a result of lack of routine maintenance. Section Letter F, Number 12 states 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. Although CHW doesn’t require maintenance records, you are invited to submit the maintenance records which indicate that you have had proper routine maintenance. This will allow review of your claim.     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 that began on 8/7/15, we see that you placed a claim for your oven on 8/8/15 stating that the oven was not coming on at all.  We also see that we had sent 2 different technicians to your home and the first technician stated that the unit did not display any functions and needed to have the computer board and display replaced.  The second technician stated that the units were not heating and the bake element had shorted.When speaking with you, on 9/11/15, we did review the call where your wife had stated that the unit had not worked since you had moved into the home. Per our policy, Section A. Coverage #3 states that all units must be in proper working order upon entering the policy.  This claim was placed one day after your policy started and per the technician these are not failures that can happen within one day.  Also, per your conversation with our supervisors you had stated that the unit did not work either.We advised you that an inspection report does not show if a unit has been properly maintained, it will show if a unit turns on or off.  The failure that you have with the oven is not something that could happen within the timeframe of the policy.On 9/15/15, you had spoken to our escalations manager and he advised you of this exclusion in our policy and explained again to you that you can cancel the policy and CHW would provide you a pro-rated refund as per Section L. Cancellations but this claim would not be covered as stated above.  We resent you the policy for your review.We do regret your frustration with this claim however; CHW is in full compliance with our terms and conditions of our policy.Best 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 that began on 8/1/15, the claim that you placed on 8/10/15 could not be covered due to the fact that the unit did not come into the policy in proper working order as it is stated it should in Section A. Coverage #3 of our policy, Please see below:Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or  multi-unit home) is applied, and appropriate fee is paid. Coverage 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 homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE:  This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.You have chosen to cancel the policy with CHW.  We are not able to provide coverage or have a unit fixed if the policy is not active and if it goes against our terms of the polcy as this one does.We do appreciate your feedback as this does help us with our customer service and service providers.Best 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 for the information that was provided erroneously. It is not the practice of CHW to provide information such as this. Your information has been forwarded to the sales team to be addressed accordingly.   Regards, CHW

Dear [redacted]We regret to hear your frustration and dissatisfaction with CHW. Please be advised that you created two policies online: one for a monthly fee of $42.92 and the other was an annual policy at $485.00.  Therefore, the authorizations were given by you.  CHW would not...

be responsible for your bank fees. Due to the confusion, you requested that the policies be cancelled and receive a full refund.  We have cancelled your policies and are currently processing your full refund in the amount of $42.92 and $485.00.If you have any further questions or concerns, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST.Regards,CHW

Complaint: [redacted]
I am rejecting this response because: According to this explanation, the home warranty insurance does not cover anything. Any time, you cancel the policy, any claim payment will be deducted as costs. Why should anyone buy a warranty program like this? I was not told about the additional cost of cancellation when I bought this warranty. I was only told that I would be charged a prorated premium, no mention of the administration fee or free month added at the end of the term. I was told that the first month was free. I called before 30 days to cancel this program but was told that they would pay my claim which was denied for no reason earlier. Since I could not find a valid reason to cancel that day. I had to come up with a reason to cancel at a later time. Now I realize that it was a setup so my cancellation would only occur after 30 days.
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 water heater was leaking from the tank. The policy indicates in section Letter D, Number 6 that tanks aren’t covered. There are some issues with the water heater that is covered, however, this is not. The policy was sent for review upon purchase of the policy. There is also a link above included regarding the policy. This outlines what is covered and not covered under the terms of the policy. This claim was handled in accordance with the written policy. At your request, your policy has now been canceled.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted],In reviewing your policy and the claims that you placed with CHW, you paid a total of $1199.97 for a 3 year term.  Your policy does not end until 9/9/17 and so far CHW has paid $2348.73 in authorized claims for your home.  The failure with this claim is that the porcelain is cracked and CHW’s policy does not cover cracks in the porcelain.  Please see our policy, Section D. Coverage #8 under exclusion it does state porcelain as part of non-covered. CHW offered to provide you with $100 towards this repair which we see as a $255 repair.In reference to your AC system, although tune-ups are not sufficient maintenance, CHW did offer to assist you with the claim; however you did refuse our help with this claim as well.If you would like to cancel the policy, please contact our cancellations department and they will assist you with the cancellation of your policy.CHW

The claim was partially covered. However, if an Expansion Tank fails or is leaking, it will cause the system to become air bound. This will cause poor circulation of the heat in the home and will fill boiler lines with air. The Circulation Pump will run with air in the lines, causing it to overheat, working harder and finally failing. As a result, this is not covered, as it is secondary. In accordance with the CHW policy, Section letter F, Number 19, CHW is not responsible for repairs related to secondary damages. CHW paid the reimbursement of the covered portion of the claim at the CHW rates, which is in accordance with the reimbursement policy. Should you have any questions, please feel free to call the CHW customer service team directly at ###-###-####.   Regards, CHW

You informed the technician that there was a thunderstorm in the area which is what initiated the problem. Upon further diagnosis it was determined that there was a strong burnt odor and that the unit wasn’t working as result of a power surge. Additionally, per the policy, acts of God aren’t covered.  CHW values all customers, however if you desire to cancel the policy, please call the customer service team at ###-###-####.   Regards, CHW

[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 CHW has been able to assist you in $613.97 in authorized claims.  We do see that the dryer claim was partially covered, CHW assisted with the portion that we would cover by replacing the receptacle and the reassembling of the drum. However, anything to do with maintenance would not be covered also; anything that has failed due to a foreign object would not be covered.We are happy to assist you with the portion that is covered and look forward to assisting you with your home needs. We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy. Regards,CHW