Bass Services, Inc.

Dear [redacted]We understand your frustration and if you would like to cancel the policy, please contact our Cancellation department at ###-###-####.  Please note Section L. Cancellations of our policy.We do regret that you had to wait for the availability of the plumber and also for the negative comments that were said to you.  We do not condone that type of behavior and we will speak with the technician about this.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because:I do not think that your people listened completely to the technicians when they explained the problem to you.  I know for a fact that when the microwave technician spoke to CHW that they were short with him and did not let him explain completely before they cut him off.  I think that you are doing your best not to pay for our claims.  Again, what good is having a home warranty when you don't cover anything!!!!!!!!  None of the claims you had paid out were while we were living here.  They were all for the previous owner, none of which we were aware of.  As fare as we are concerned, you have done nothing for us, besides make us sit on hold and deny our claims. The air conditioning technician never said the unit had not been serviced.  We have been in this house just 1 year and the unit was part of the inspection.  How can you be sure of what is going on if you are not here to inspect it yourself and don't listen to the experts.  Also, the people you recommend don't return phone calls or show up for appointments!  You have proven yourselves to be completely worthless and untrustworthy. I do not want to cancel because the fees were already paid and what good would that do us now. You did not address the portion of my complaint that your business is rude and we were hung up on twice.  I am very dissatisfied with your LACK OF CUSTOMER SERVICE.  It's horrible.  In no way would I EVER recommend Choice Home Warranty based on your convenient lack of coverage and EXTREMELY POOR CUSTOMER SERVICE.  
Regards,
[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 it was handled in accordance with the policy. The internal wiring failed on the compressor due to lack of proper routine maintenance. There was a buildup of dirt and debris, which also resulted in overheating. Section Letter F, Number 12 of the policy 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”. It appears that you were in search of a detailed diagnosis which is not provided by CHW. That is information that should be obtained directly from the technician. The notes on the account indicated in 8/16 you were informed that although CHW doesn’t require maintenance records, you were invited to submit the maintenance records to have the claim reviewed and CHW was advised that would be done. This information is not submitted via the technician, but you can submit the information to [email protected] and be sure to include the claim number on all correspondence. The information has not been received. You were also informed that you may obtain a second opinion at your expense and that technician could reach out to CHW, however, that wasn’t done. The last exchange regarding this claim is when you advised that CHW should expect to hear from the attorney.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

The records indicate that this email was sent to you today with the mutual agreement. Please sign and return the agreement for processing. Regards,CHW

Dear [redacted] We regret to hear your frustration, however, Choice Home Warranty does not false advertise. You purchased our policy on August 11, 2015, and was given 30 days to review your policy.  Our policy is online at www.choicehomewarranty.com for public viewing. 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 were not satisfied. We strive to provide the best customer experience, therefore we offered a goodwill gesture in the amount of $200 to assist you on this non-covered claim.  You accepted this offer. Please allow 30 days for your check to process. 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 the blower cage and the evaporator coil were severely dirty and the blower motor need and needed to be replaced.  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...”  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 as a goodwill gesture we offered you $150.00 towards the repair as of 9/20/2017.  You accepted this offer.   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]   We have worked together on a mutual agreement that will provide you with a refund within 30 days of our receipt of the release agreement. Please call our customer service team directly at [redacted] 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

Complaint: [redacted]
I am rejecting this response because: The reason they are stating that the AC unit is broken due to lack of maintenance is a lie. The company, Just Better, that has come out 3 times since February never said that as they are claiming. We purchased a maintenance plan through Just Better in May and had it serviced that day and provided Choice with those records when requested on July 14th. 
Regards,
[redacted]

[redacted],Per the conversation that we have had with our inside technician's which [redacted] is not, this failure could not have happened within the amount of time you had your policy.  CHW had offered you a full refund for your policy since you disagreed with our decision and hence our policy but you had declined.There would not be anything further we could do for you at this time.Thank you,CHW

I am rejecting the claim made by CHW because the allegations are without merit and proof.  It is my belief that the goal of CHW should be to provide good customer relation, however, I have found that to not be the true.  After my claim for reference #[redacted] was denied, I spoke with several upper management personnel and made them aware that I had a running record of regular maintenance on the unit.  Management said that they were sorry, re-stated why the claim was denied, and said that the Review Department had made their decision.  Yes, I cancelled my contract because I felt that I was not given due process and CHW was in violation of my contract.  I followed protocol by attempting to resolve the matter with Mrs. Tracy M. in an email dated May 29th.  As previously stated, she was given 4 days to respond and provide proof for denying the claim.  My email went ignored (not showing  positive customer relation).  CHW was given due process and responded only after the Revdex.com forwarded them my complaint.CHW and their company said that the problem was in a non-repairable servicing value.  Later, the a/c  company told me that the value could possibly be repaired.  In order to see if that was the case, I called a technician on May 28th who successful repaired the value.  After reviewing the rebuttal on June 5th by CHW, my tech came back out on Sunday, June 7th, and said that there was not a leak in the condenser. He told me that the unit is still holding 70 pounds of pressure and that is where the a/c should be. He informed me that that is another indication that the leak is fixed. And all of this about improper installation, CHW has not proven that and I can't either.  I had nothing to do with builder's installation.  Again, it passed inspection over 12 years ago. I don't care about CHW saying that the condenser has a life expectancy of over 20 years.  Once again, that is what warranty is all about. Machines break down!   This about possible lawn equipment damage (first time hearing that one) the picture sent was of the inside of a unit, not the outside. And by the way, how do I know that the photo is the inside of my unit? I am asking for a reimbursement of $425.00 to cover the $175 misdiagnosis leak test results (requested by CHW) and $250.00 for paying an other technician.  In my opinion, CHW is using all sorts of language and practice to keep for honoring contract on covering high- end repairs or replacements.  CHW has failed to provide burden of proof and pursuing this claim will go forward.Thanking you in advance,

Dear [redacted],We regret to hear your frustration.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 microwave was working, however, the door handle and touch pad assembly were broken.  Per our...

policy, Section Letter D, Number 9, CHW does not cover “…doors…”Please note that it was reported that there were no mechanical failures to the microwave therefore a broken keypad would’ve been caused by physical damage.  Per our policy, Section Letter F, Number 8, CHW is not liable for failures that occur from “…misuse…”  The outcome of this claim remains non-covered.  We regret to hear your dissatisfaction with us.  Although you are not entitled to a refund, if you would like to cancel your policy, CHW will offer you the amount you paid for your policy, minus the amount of authorized claims, and minus the $50 administrative fee.  The amount we can refund you would be $559. 29. To accept this offer, please contact our Customer Solutions Department directly at ###-###-#### Monday-Friday 9AM to 6PM EST.   We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted],We do understand that you could only chose that specific reason and that is why we permitted a technician to be dispatched and we do see that this claim was covered.  CHW paid Complete Image to go to your home and snaked the lateral line where the washer taps into.We do thank you for being a customer of CHW and look forward to assisting you on your next claim.CHW

[redacted]After speaking with the technician that was at your home, he stated there are two different systems, one is a cleaning pop up pump and other one for the water.  This one that is not working is for the cleaning and per our policy we do not cover maintenance which is what this is for.We do regret your frustration however CHW is in compliance with the terms and conditions of our policy.As a good faith offer, we are willing to provide you with a onetime free service call fee.If you would like to accept, kindly contact us at ###-###-####.Thank you,CHW

[redacted],The diagnosis that was provided to us along with the pictures show that the unit cracked due to rust and corrosion. Per our policy, Section F. Limitations of Liability #1 #8 states that we do not cover failures such as this.  You are stating that the flames coming out were caused by the cracked heat exchanger.  CHW is stating that the crack from the heat exchanger was caused by rust/ corrosion.You are more than welcome to provide to us a second opinion to explain how the heat exchanger was cracked and how the unit failed however until that occurs; this claim will be closed as a non-covered claim.If you do chose to have your own second opinion, please have them contact our authorization department at ###-###-####. We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy.  We also regret that there is nothing further that we can do without a different diagnosis. 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 this claim was not covered per our policy, Section F. Limitations of Liability #1 and #8 which states that CHW does not cover failures of rust or corrosion. However, CHW did offer to provide you with a goodwill gesture of paying half of the claim in the amount of $200.00 which you did accept.  Per the policy, any claims that are placed do require a service call fee that is paid directly to the technician.  This fee is not paid to CHW and is required if the claim is covered or not.  Please see our policy Section C. Service Calls. 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 [redacted]Upon review of your claim, I do see that CHW has provided you with a good will gesture to assist with this claim on 9/9/15; the check was mailed to you.  We are happy that we could help on a claim that would normally be non-covered with no offer of a goodwill.We do apologize for any frustration that you have experienced.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 that the claim was handled properly. Section Letter F, Number 12 of the policy 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”. Customers are responsible for maintaining the unit. When the technician returned, CHW received a diagnosis that there was rust and a cracked heat exchanger. Section Letter F, Numbers 1 and 8 indicate that CHW is not responsible for repairs related to rust and corrosion. The invoices received by the customer indicate that maintenance is required and that the flue and chimney needed to be cleaned and that the unit was dusty, all of which comes under maintenance and not covered.   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 are upset about your claim and that you would like to cancel your policy.  Please note that since you did not pay for this policy in yearly terms, CHW is not obligated to pay you a refund of this policy.  However, we are willing to offer you a goodwill gesture of a full refund for the amount that you had paid to CHW.  Please email me directly to accept this offer and I will send out the proper paperwork.  We would not be able to refund for the service providers diagnosis fee of $45 as that goes directly to them.  We will refund you the amount that you paid to CHW in the amount of $75.84.  Again, please email me directly so I can send you the proper paperwork that we would need in order to give a full refund.Thank you,

Dear [redacted]We strive to provide the best customer experience every day to ensure that our customers’ needs are being met, therefore we regret to hear that you had a less than experience and apologize for the inconvenience.  Your check has been processed and is on schedule to be...

mailed out on Tuesday November 7, 2017. Regards,CHW

Dear Lisa [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 it was processed in accordance with the terms of the policy as indicated in section Letter F, Number 1 which states, “The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions”.  The unit was diagnoses as having a bad dual capacitator and low on charge. The cap was replaced and there was a leak located.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW