Bass Services, Inc.

The air conditioning guy that came out and checked my air conditioner that told me what happened to it stated that they would come up with excuses like this and was there when they told me that it was pre-existing and the air conditioner guy told me that it wasn't pre-existing that the compressor and the fan motor can just go out anytime it doesn't have to gradually go out as I stated it was running perfectly all the way up until it went out. So that's just excuses and loopholes that is unfair and I would like them to fix my air conditioner like they promised in the beginning that they would do if anything went out.....    and as I read in a lawsuit that this home warranty was under before for the same issues of not covering anybody's things because of little loopholes. I selected this home warranty thinking that I would be protected if anything happened I even asked them in a recorded phone call if something were to unfortunately go out shortly after 30 days would it be covered and they told me yes. But that just left the loophole open for them to say that anything that went out was pre-existing. But I thought that that's the reason that you get a home warranty is just in case the unexpected happens. So now that I chose this home warranty and they have chosen not to help me out I am stuck in this house with two kids and a pregnant wife with no air conditioner, so I would like something to be done about this as they promised in their advertisements

Complaint: [redacted]
I am rejecting this response because:  a technician did come by, CHW contacted Me and stated that I have a leak that is not covered under the warranty, however I spoke with the technicians and the never said we had a leak! Someone at choice home warranty is lying and we have found out what a joke CHW is. We paid for the coverage and they won't back anything. I just wish that we was not lied too and our unit would get fixed! 
Regards,
Leslie [redacted]

Complaint: [redacted]
I am rejecting this response because:
Chew did receive my request to cancel . I have the receipt where they signed for it and the employee that called to say they did not give refunds said that they received it. These people just lie to get out of everything which just proves how they work. 
Regards,
[redacted]

Dear [redacted]Thank you for your feedback and we apologize for the inconvenience this may have caused you.  Your July 19, 2017 payment will be skipped and will resume on August 19, 2017 at $37.50 a month.  We have also added a one-time free service call to your policy, for the...

inconvenience. Regards,CHW

CHWDear [redacted],We regret to hear your frustration, however, please understand that the failure to the compressor and relay would take time to fail. Your policy coverage start date was May 17, 2017 and you stated the last time your system was working was May 27, 2017.  This failure would not have occurred in 10 days.  Please note that your policy has been cancelled, therefore we are unable to further assist on this claim. Regards,CHW

Complaint: [redacted]
I am rejecting this response because:
Routine maintenance was made on 10/10/2016 and those records were submitted to CHW. It is after the conclusion of said maintenance visit that repair recommendations were made, and those repairs were completed on 10/12/2016. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: why are you still taking payment out of my bank account. I will be calling the ###-###-#### as you requested I do
Regards,
[redacted]

[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 really not satisfactory to me but will accept it because the company has been able to get away with legal language to fool the consumer.
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 leveling and balancing caused the unit to fail. Per our policy, Section Letter D, Number 2, failures caused by “…Leveling and balancing…” is not covered.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 you $100.00 towards the repair.  You accepted this offer as of 8/21/2017 and your check# [redacted] was mailed out on 9/15/2017.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 that you have cancelled your policy with Choice Home Warranty, as our mission is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. Upon the purchase of a policy, we do...

mail out the policy booklets right away, therefore we apologize if you did not receive your manual copy in a timely manner. We strive to better our business practices and have taken this feedback to the Director of Marketing who will handle this issue accordingly. Per your request, your policy has been cancelled and your refund has been processed as of May 3, 2017.     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 your claim shows the claim was processed according to the plan. The diagnosis that was received was that the upper rack and rails needed to be replaced. Section Letter D, Number 11 indicates that racks, baskets, rollers, hinges, handles, doors, door gaskets are not covered. You indicated that mold was also in the unit. Section Letter F, Number 8 of the policy indicates that mold or mildew is not covered. There are no funds due at this time for this claim.     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 claim shows that the claim was handled properly. Section Letter F, Number 12 indicates 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”. The replacement of the condenser fan motor was covered and that was $150.00 which was paid by CHW. The only issues that CHW received via diagnosis from the technician was that there was a failed condenser fan motor and dirty coils. CHW paid for the covered portion of the claim. The unit was replaced without authorization and is not payable by CHW.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

I do apologize for any inconvenience that this has caused.  I do see that you called and spoke with one of our managers here and you were able to have the account corrected.  I am very sorry if you had experienced any unprofessional behavior.  CHW does not condone that type of...

behavior and we do apologize.  We are happy that this situation had been corrected and if you should need anything further, please feel free to contact us.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because:The technician YOU chose and sent to my house disputes your false claim that the failure was caused by lack of maintenance. I have multiple photographs of the inside and outside of the unit that proves it was clean and had no excessive growth around the unit itself. According to the tech that you sent out and others I have spoken to that are not related to our dispute, no regular maintenance would have prevented this unit from eventually developing a leak. If your claims people are more knowledgeable then a liscensed HVAC tech and know more about the situation based on a picture and being hundreds of miles away, that is quite impressive. I still maintain that this is just a loop hole that you used to be able to back out of your agreement. It is unethical to treat your customers in this manner. I would love a detailed explanation from a liscensed HVAC tech, if you can supply one, how "lack of maintenance" can cause a condenser coil to leak. 
Regards,
[redacted]

I do apologize if the previous response was misunderstood.  Your policy was purchased on 3/17/15 and you have 30 days until the policy actually starts.  This is the time period that we expect you as the customer to ensure that all the units in your home are in proper working order.  Per our policy, Section A Coverage #3 it states that all units must come into the policy in proper working order.Section A. 3. 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.Also, we state in Section F. Limitations of Liability that we do not cover anything that has been not working prior to the policy start date, this would be considered pre-existing to the policy.  In your case, the policy started on 4/17/15 and you placed your claim on 5/18/15; one month after the policy started.  Per the diagnosis, the failures that have happened could not have happened within the time period of the policy (one month).  You stated that you did not turn your unit on, that shows that you did not have the proper maintenance that was expected per the policy.Please see Section F.  Limitations of Liability1. 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.8. We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure.12. 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.We do see that you chose to cancel your policy with us and unfortunately there would not be anything further that we would be able to do for your claim at this time.We do appreciate the feedback.Thank you,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 started on 5/22/15, I do see that you placed a claim for your AC unit on 5/24/15.  CHW sent out [redacted] Services LLC to diagnosis the unit and upon his diagnosis it was stated that the unit had a broken line inside the condenser unit and it leaked Freon out.  Due to the fact that the policy itself had only been 2 days old, CHW deemed that this was Pre-existing to the policy start date.  We were advised that it could take years for this issue to happen and although you did purchase the policy on 4/22/15, it didn’t start until 5/22/15; giving you have 30 days to make sure that all the units in your home were in proper working order.  Please see Section A. Coverage# 3. 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.I do see that you have cancelled your policy with CHW and that we gave you a credit of the last payment that you made to us.  We do apologize but we are unable to offer you the Service Call Fee that you had paid to the technician because that was for him to drive to your home and diagnosis the unit.  I do apologize for any frustration that this claim has caused and we are very sorry that you chose to cancel with CHW.  We do thank you for your feedback as this is always helpful for our customer service and service providers.Best regards,

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 [redacted]   Upon review of your claim it appears that your claim has been handled in accordance with the policy. When placing the claim it was indicated the last day the claim was working was on the effective date of the policy. Additionally, the control board and panel are items that take time to fail and isn’t something that would happen on the date of the policy. As such in accordance to the policy 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, this claim will remain 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 the thermal expansion valve was faulty and needed to be replaced. Per our policy, Section Letter D, Number 4, CHW does not cover “…thermal expansion valves…”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.  If you would like to cancel your policy, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM.You did advise us that your unit was repaired; you may submit the detailed invoice with the diagnosis to [email protected] for review, if you would like to further dispute this claim. 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 reminded to respond to this matter this morning when my garbage disposal stopped working mid-use. Choice Home Warranty's practices are dishonorable and predatory. Rather than address valid points presented in my dispute of both the claim and all the related fees that were stolen from me, CHW reiterated a standard blanket reply which failed to respond with any specificity to the issues I raised. Because I can not recover the time, energy and resources I have invested in getting what was contractually promised to me when I entered into agreement with Choice Home Warranty, I am prepared to pursue all avenues available, including a class action suit, to hold CHW accountable and to protect other consumers from this scam.  CHW states: "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.”This is exactly why I purchased this warranty. Most of the appliances in my home are brand new. Rather than renew individual warranties on each appliance, I purchased a home warranty. CHW states:Upon review of your policy that started on 8/22/15, you placed a claim for your Air Conditioning System on 8/25/15; this was only 3 days after your policy began.  As CHW confirms, the policy was in fact in effect as of 8/22. CHW’s policy does not indicate that there is any period following the effect date that claims will not be covered. It does not matter if it was 3 hours, 3 days or 3 months into the policy, CHW does not honor the date in which the policy did in fact become effective. All claims following that date must then be covered.  CHW state:The technician stated that the units failures: Low on charge, needed a fuse at the disconnect; could not have happened within the 3 days that the policy began.  CHW advertises pre-screened, professional and quality technicians. They also advertise quick response and guaranteed repairs on the work. The technician did not leave any official diagnosis of the problem and CHW failed to provide this information upon request. The fuse was brand new, installed before calling for service. Nonetheless, I paid the service fee of $60 plus the additional repair cost out of pocket because CHW refused to cover it. The technician, to our knowledge, repaired the unit. It worked for 3 days. I called him back out because his work was supposed to be garunteed and he never came back. Firstly, then, the extent to which the diagnosis was accurate is questionable, given that the unit was working, then failed 3 days later. Second, CHW maintains that the failure could not have happened within 3 days of the policy becoming effective. Based on what facts or evidence does CHW arrive at this conclusion? Their service technician repaired the unit and 3 days later it failed. It was in working condition until it stopped working. That’s generally how it goes, things work up until the moment that they don’t. CHW states:These failures take time to happen and per our policy, Section A. #3 state that all units must come into the policy in proper working order.Again, the unit was working just fine up until the moment that it did not work. It was working in July when I purchased the warranty. CHW provides no explicit criteria, definition or measure for assessing proper working order other than asking the customer when they obtain the policy if the appliances and units are working, which they were. "These failures take time to happen” is ambiguous and irrelevant. Per section A #3, the unit was in proper working order and given that CHW fails to conduct home inspections, they are unable to provide any legitimate counter argument. CHW states:Also, Section F. Limitations of Liability states in #1 that we do not cover known or unknown pre-existing issues. As per our policy, this claim would not be covered. Again, the unit was working as well as my washer. The AC is older and the Washer is brand new. It doesn’t matter because things work until the moment they don’t. It’s why people buy a home warranty. CHW is suggesting that the issue was pre-existing, which, in the middle of a heat wave, where temperatures were averaging 90 degrees and higher, would have been impossible in a home with four children (one of whom is an infant). Unless CHW can provide evidence and prove beyond a reasonable doubt that the issue was pre-existing, which would have required an inspection of the unit prior to or at the time we entered into the agreement, then CHW can not use this clause as a loop hole and must cover the claim.CHW states:We do apologize if anyone was rude to you in any way.  CHW doesn’t condone that behavior and this will be addressed with the supervisor that had spoken to you.There are hundreds of consumer complaints on line that indicate just the opposite. CHW practices seem to be consistently predatory and customer service extremely confrontational and hostile. An apology is a nice, but insincere and inadequate gesture. CHW states:We do apologize for any frustration that this claim has caused you, we always urge our customer to read over the policy as it is always as said above available online for anyone to view. The policy has been read and re-read. CHW is trying to manipulate the terms of the agreement to absolve itself of its contractual obligation. When someone purchases health insurance, claims are covered from the effective date to the termination date, whether the policy has been in effect for one day, one month or just under 1 year. I just purchased a brand new car with only 3 miles on it. I purchased an additional warranty that went into effect 24 hours later. In less than a week, there was a mechanical failure. The warranty, which was in effect, covered it. Nissan did not refuse to honor the repair because it occurred 4 days into the warranty. The real issue here is that CHW never intended on covering any claims, as is evidenced by the number of public complaints. Things work up until the moment that they don’t, so issues are not known, un-known or pre-existing. They may be normal wear and tear or sudden. Either way, I am prepared to pursue this matter until CHW displays some integrity and honors the terms of the contract without manipulating itself out. Regards,CFB
Regards,
[redacted]

Dear [redacted],We regret to hear your frustration, however, there are no violations of any “Acts” being broken. A compressor does not overheat from normal intended use, in fact the compressor has many safeguards against overheating such as the thermal overflow which works to prevent these types of failures. Those safeguards being bypassed show this is not a normal wear and tear failure.Due to your dissatisfaction with our policy, CHW will honor your request for a full refund.  Our Consumer Advocate will email you the proper paperwork.  Please follow the instructions as advised. Regards,CHW