Bass Services, Inc.

Complaint: [redacted]
I am rejecting this response because:  The diagnosis did not indicate that poor maintenance was the cause. CHW is making an incorrect assumption.  There was mud on the unit because it had rained for 3 days prior to the diagnosis. I would like a resolution and CHWs response is not only unacceptable because they are assuming, but also because they are not addressing the issues with the repair not being done correctly the first time and the issue with no shows. 
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, I do show that the claim was not covered due to a lack of proper maintenance.  I do also show that CHW provided you with a goodwill gesture of $300 towards this claim as it is not covered.  You stated that the unit had failed due to a power surge and per our policy, Section F. Limitations of Liability #8 states that CHW is not responsible for repairs related to power surges.We were happy to assist with the goodwill gesture but we would not be able to cover the claim as your technician stated it was due to a power surge and our inside technicians received a report verbally stating that the unit lacked proper maintenance.As per the claim, CHW is in full compliance with its terms & conditions.  Respectfully,CHW

Complaint: [redacted]
I am rejecting this response because:
You stated in your response that the leak was at the spot of rust. You were told by the service person that the leak was not at the area of the rust. He told me that the leak was 6 to 8 inches away from what you are calling rust. I sent copies of the regular service calls and you chose not to accept the term PMA (preventive maintenance agreement) check because you need each and every thing spelled out. You may not pay what the agreement says you will but please know that I do know that you are just doing what you have to to keep from paying a claim. If you do this with all your customers I don't see how you stay in business and I will do anything I can, tell everyone I can that I do believe you are running a scam.
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.  This was a partially covered claim.  Based on the diagnosis that we received, it stated that capacitor was faulty and caused casing fan motor to fail.We covered the capacitor, however per our policy, Section Letter F, Number 19, CHW is not liable for secondary damages.  Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel.  If you would like to cancel your policy, please contact our Customer Solutions Department 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],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 had approved the repair of the blower motor but when the technician went to install the unit, he found that wheel went bad and needed to be replaced due to the hub being bad. Since this part failed due to another part failing, CHW doesn’t cover the second part that had failed. This is secondary damage because this failure was caused by something else.The motor could not be replaced until the other part had been replaced.  We apologize about the service provider leaving the unit the way that he did. We have tried to contact him on your behalf even though our company is not responsible for the providers as stated in Section F. Limitations of Liability #19. CHW is not responsible for the technicians negligence.We do regret any frustration you experienced with this claim however; CHW is in full compliance with the terms and conditions of our policy.We urge all customers’ to review the policy within the 30 day grace period that is provided before the policy begins.  You have this time to ensure that all units are in proper working order as well as to cancel for a full refund within this time period. Best 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:technicianI went to the company that makes the washer and they will fix my washer for 245.00 and put a 90 day warranty so that technician is off is rocker.  Thank you both for working with me on this unfortunate issues. 
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,
T[redacted]

Complaint: [redacted]
I am rejecting this response because:$100 is a totally unacceptable amount. the policy was in effect less than 90 days, before they rejected my claim. In other words they did nothing before and nothing after the claim. there should be no pro rating allowed . the amount I paid was $400 and this is the only amount that would be acceptable. 
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]   The claim that was submitted for the air conditioning system was found to have an internal failure on the compressor which was caused by excessive overheating. This is a result of the lack of proper routine maintenance. Claims are diagnosed by the technicians that are sent but the outcome is based on the information submitted to CHW. However, at this time, CHW is waiting to hear from your technician. CHW has reached out to him numerous times. Please have your technician call CHW 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 policy, you placed a claim with us in November for your Air Conditioning System, the technician stated that the unit was low on Freon and the valve was loose, he tightened the valve and did a leak test. CHW did pay the technician for this even though valves are not covered under the policy.The claim that you placed April 4th for the unit, the technician stated that the unit was again low on Freon.  The technician did a leak detection test and it came back that the evaporator coil was leaking. This was due to the debris that was built up and caused a restriction in the area. This is considered to be a lack of proper routine maintenance.  Since the last time someone came to your home to repair the unit, you should have had proper routine maintenance done for the unit to be clean of debris.  Our technicians do not preform maintenance on units, we only will repair or replace. You would have had to have routine maintenance done on your own outside the repair.CHW will not be able to assist on this claim because you have chosen to cancel the policy with us.We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy. Regards,CHW

We apologize that a resolution wasn’t reached. If you would like to cancel your policy, please call CHW customer service at [redacted].   Regards, CHW

I am rejecting this response because:
1. CHW calims I did no maintenence. I had an underperforming unit in 2013. The qualified HVAC guy came an charged a 17 year old system and checked all the things necessary to have a properly functing unit. 2014, I had the same qualified HVAC guy out and he did everything listed on the attached owners manual from Bryant the manufacturer. just because he doesnt have a check list doesnt mean he did not perform a maintenence inspection. He did. It recommends you do this every other year. I have done it two consecutive years. This year I turned the unit on and its not functioning.2. The technician that CHW sent to inspect never told any one at CHW the unit was not maintained. I personally spoke to Bijan at Four Seasons today. He sent photos and photos only. The unit was just turned on for the first time in the spring. The compressor is worn out. It happens according to CHW's advertising and the 2 other HVAC people Ive had at my own expense.3. The solution from Four Seasons HVAC professional is to replace the compressor at $1700. The other Soultions range from 4500 to 6900. I would at least expect CHW the warranty to cover what it should. The 1700 solution. He is ready to go. This is incredible egregious  bad faith on CHW 's partAttached are the maintenence and owners manual recommendations.

Dear [redacted],Thank you for your response, I am truly sorry that you haven’t received a response from me.  A dispute of a claim take 30 days for review.  I have reviewed the claim and I do see that the unit was stated to have shorted to ground.  A unit can short to the ground by many different ways, it can be a lack of proper routine maintenance, lighting strike, power surge or even acid burn out.  However none of the reasons for the short to ground are covered under our policy.Due to the fact that you disagree with the outcome of the claim, we can offer you a refund of the paid policy in the total amount that you have paid of $250.81.If you would like to accept this, please contact us at ###-###-#### and any of our reps can assist.Thank you,Tracy M.

Dear Mr. [redacted],
Per our policy, Section Letter A. Coverage states that all units must enter the policy in proper working order. You purchased the policy on 7/8/16 and it began on 8/8/16, you placed your first claim with us on the 10th of August which was 2 days after the policy began. The unit failed due to an internal failure which our inside technical staff stated is a lack of proper routine maintenance however this is also a pre-existing failure which means that this unit did not enter the policy in proper working order.
CHW expects all of our customers to review the policy within the 30 days that are provided before the policy begins and we expect that before the policy begins to ensure that all units are maintenanced properly and enter the policy properly. This unit did not enter the policy in proper working order or it would not have failed 2 days after the policy began. If preventive maintenance had been done on the unit prior to entering the policy, this would have been foreseen which it was not. Being that you paid for the policy on a monthly basis and not a yearly basis, you were able to cancel without having to pay the administrative fee that is associated with our policy as stated in Section L. Cancellations. We are only permitted to cancel with a full refund within the 30 days that you purchased the policy. We do see that you did pay for the policy in two payments of $37.92 for a total of $75.84 and before we could ask you to provide any documents to us, you chose to cancel.
We do regret that your claim was not covered however; CHW is in compliance with the terms and conditions of our policy. We did as you instructed and cancelled your policy however as stated above, you are not entitled to a refund.
As a goodwill gesture CHW is willing to provide you back the last payment that was paid to us in the amount of $37.92.
If you would like to accept this amount, please contact our customer service department and advise them that this was offered to you, and we will process the credit back onto the credit card that we have on file for the $37.92.
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]
  CHW does what is possible to offer continued peace of mind to all customers and works in accordance to the policy. There is a wide variety of technicians that are contracted through CHW and if you aren’t pleased with the technician, CHW will be happy to always send another technician or you can utilize the reimbursement option which is offered. This allows you to use your own technician and be reimbursed at CHW rates and prior approval needs to be sought after making the diagnosis. A review of the claim shows that the claim was handled properly.  CHW repeatedly requested pictures of the leak but they weren’t received. During the conversation on 8/17/16, it was advised that the claim couldn’t move forward with processing without the requested pictures. Please feel free to call the CHW customer service team to obtain the information needed on where the pictures can be sent at ###-###-#### in an attempt to continue processing the claim.     We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

The Evaporator Coil and Condenser Coils are leaking. There are multiple leaks in the system. This is caused by a lack of proper routine maintenance. Although it is not a requirement, CHW invites you to send in records of your proper routine maintenance to be reviewed in hopes of a more favorable outcome of your claim. You can submit this information to [redacted] If you have any questions, please call [redacted].   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.We are very sorry for the experience that you have had.  We have updated your account so that your payment has been skipped and your policy is up to date.  You were in past due status and we would not have been able to send out a technician if this was the case.  We have also had our dispatch team send out a technician that will be contacting you today (October 29, 2015) to schedule an appointment. The service call fee has been waived as well.We do hope that your experience with us is much better and we do hope that your issue gets resolved.Respectfully,CHW

When providing reimbursement, it is done at CHW rates which include $50 for the wire repair and $150 for the replacement of the capacitor and contractor for a total of $200 which was authorized on 7/31/16. This is something that is being discussed with a manager at this time and you should expect a call back from CHW soon. If you have any questions please feel free to call them at [redacted]. Regards,CHW

I am rejecting this response because: The statement from Choice Home Warranty is a lie. We did sign up with Choice Home Warranty on 8-1-2015, I filed the claim on 8-30-2015. I'm going to file a suit in small claims court because the Sears repair tech had found water damage to our hard wood floors under the dishwasher and to the right side of the dishwasher that has not been repaired.

We do apologize that you were misinformed, you were not charged $50 to cancel the policy.  I have reviewed your account and see that the full amount that you had placed went back as a refund to your credit card.  If you have any further issues, please contact us.Thank you,CHW

Dear [redacted], We regret to hear your frustration, however, CHW cannot control how United States Postal delivers mail.  Please note, that the $30.00 fee is not a penalty of CHW, but from the bank itself.  As stated previously, your options are: you may pay $30.00 to cancel the check and have it reissued or wait the 90 days for the check to void and then reissued.   In review of your claim, it shows that a manager has already spoke with you and advised you the process.  We regret to hear your dissatisfaction, however, please understand that CHW is not giving you the “run around” as we have explained the process for re-issuing checks.As a goodwill gesture, we have applied a onetime free service call fee onto your policy, for your next claim. Regards,CHW