Bass Services, Inc.

Complaint: [redacted]
I am rejecting this response because I have only a receipt for my last A/C work which included an inspection. The requirement to provide detailed information is ridiculous! Furthermore the company that replaced my compressor said even if I had an inspection the day before the unit failed would not have prevented the compressor from failing. Additionally, it was made clear to me by Choice Home Warranty that even if I could provide details of the inspection, they would, likely, not cover this as I had no records of inspections from previous years before I owned the house. Finally, my claim was rejected BEFORE Choice Home Warranty even asked if I had completed an annual inspection. This behavior makes clear that Choice Home Warranty was, and still is, rejecting my claim because the cost ($1442) exceeds my annual warranty coverage of $440.
Regards,
[redacted]

Per our conversation, I do believe that we are in agreement of the cost of the refund and we (CHW) are refunding you the amount that you paid into the policy $215.64.Thank you for your patience and understanding with our policy.  We will be sending you a refund within the 30 business days.All the best,[redacted]

Complaint: [redacted]
I am rejecting this response because:
Once again Choice is not 
Telling the truth about paying for the service call. I'm am truly sick over all of this. I'm doing everything possible to give you everything I sent you cancelled checks to both service people and you are still telling me that  I did not pay. I feel that at least you would be able to read I sent you every report that just does not make sense that you are putting blame on my end.  I can prove and will show that you have been giving false information  to the Revdex.com. I feel that the fair thing is to at least pay for half the cost to replace my furnace 1000.00 would be have my cost. I will take this further with all the pictures and repots I have. And from your responses you have not told the truth at all.  
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 your claim shows it was handled in accordance with the policy. The diagnosis that was received by the technician was that the part that was needed was no longer available and cannot be rebuilt. Section Letter F, Number 9 of the policy states, “…If parts are no longer available, we will offer a cash payment in the amount of the average cost between parts and labor of the covered repair…”. Based on this, you were offered $410.50 towards the purchase of a new unit which was accepted and is being processed. As indicated in the discussion with the representative, please allow 30 days for the funds to be processed. If there is an issue, please call the CHW customer service team at ###-###-####.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

We have reviewed the invoice for $150.00 that was previously received. The invoice doesn't indicate what was done. In an effort to assist, we are in need of the invoice with this information. You advised that you have sent another invoice on July 5th. Please allow 24-48 hours for this to be reviewed.  Regards, CHW

Dear [redacted]We do understand your frustration however, an inspection does not constitute as a form of maintenance.  The inspector will turn a unit or appliance on and off to see if it works but does not check the AMP readings, the level of fluids or any of the necessary items that a normal routine maintenance would cover.We understand that you had replaced the filters but this again is not preventive maintenance as specified by the manufacture.  The reason that you called for service was due to the unit vibrating, if the unit had routine maintenance it would have been found that the wheel of the motor was damaged. The technician that provided us with the diagnosis stated that the unit had rust and was dirty, again all signs of a lack of proper routine maintenance.In review of the policy that you have had with CHW, we do see that CHW has assisted you in $1134.00 of authorized claims; we also see that this policy is expired.  CHW is not able to provide you with a covered cost of repair due to the exclusions of our policy.  As stated, this policy is expired however; CHW is willing to provide you with a check in the amount of $45 that you paid for the service call fee to the technician.  This amount is normally not provided back to the customer due to it being a requirement for the policy but as a good faith effort since we are not able to cover the claim, we will be happy to provide it back to you.If you would like to accept, please contact us and we will authorize a check to you.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.  This was a partially covered claim.  Based on the diagnosis that we received, it stated that the ice maker overflows with water and fan motor needed to be replaced.  We covered the fan motor, however the icemaker was not covered. Per our policy, Section Letter D., Number 3, CHW does not cover “…ice makers…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied.  If you would like to cancel your policy, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST.Please refer to our policy, Section Letter L of Cancellations, in regards to our refund policy:L. CANCELLATIONThis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.  You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:1. Nonpayment of contract fees;2. Nonpayment of Service Fee, as stated in Section III;3. Fraud or misrepresentation of facts material by You to the issuance of this contract;4. Mutual agreement of Us and You. 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 and any service costs incurred by Us.  All cancellation requests must be submitted in writing.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 19. CHW is not responsible for repairs related to secondary damages.   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 policy, I do see that you have placed a claim for your Air Conditioning System on 11/1/15; you stated that the unit was not cooling properly and the compressor was not running.CHW dispatched a technician to your home who provided us with pictures of the unit and stated that the compressor had stopped working and it trips the breaker right away.  The pictures that were provided to us show that the unit was in poor shape and had debris inside the unit. The debris along with the statement that was provided to us upon entering the claim – the last time the unit was serviced 2013 and filter change of 6 months, shows that the unit was not properly maintained.Per our policy Section F. Limitations of Liability #12 states that CHW will not cover a unit that has a failure resulting from a lack of proper routine maintenance.We do see that you have chosen to cancel your policy with us rather than providing a second opinion as we had agreed to allow you to provide.  Due to the policy being cancelled, CHW cannot assist with the claim and offer any goodwill gestures for a non-covered claim.CHW is in full compliance with the terms and conditions of our policy.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 our web site at [redacted].
As a good faith offer, CHW provided you with a full refund of $400 back to your credit card that you signed up with as requested by your wife. CHW provided the entire dollar amount that was provided to us from you. The technician that went to your home was a licensed contractor and if you would like the service call fee that you paid to have him come out, please contacts them at the number that you have for them.
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy.
Regards,
CHW

Dear C [redacted],CHW has offered you an amount of $500 to go towards the unit that you placed the claim for. Per Section F. Limitations of Liability #16 states “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.”CHW is in full compliance with the terms and conditions of our policy. We will be happy to provide you with the amount that we have offered.Thank you,CHW

Dear [redacted] We regret to hear your frustration, however, upon the purchase of your policy, Choice Home Warranty gave you 30 days to review it.  Our policy is also available online for public viewing at www.choicehomewarranty.com.Please understand that Choice Home Warranty covers 85% of the claims we receive.  We cover the major mechanical components that make the system run – which are the most expensive components to repair.  This was not the case with your claims. Choice Home Warranty would never want you to be upset with our employees nor do we condone any rude behavior.  We will report this to our Director of Operations who will address this issue accordingly. Regards,Choice Home Warranty.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  I would like to note that at NO time during my conversations with [redacted] technology did the technician state that the oven should be replaced.  He said he felt that thermostat and board should be replaced, however, he told me you only authorized the board to be replaced.  I did insist that the unit be repaired, as $300 does not even come close to a replacement cost for the oven.  Upon replacing the board, the technician from [redacted] stated that I should not have any further problems.  So in no conversation with the technician or with your representative from CHW, was it ever eluded to me that the oven could not be repaired and would continue to be a problem.Furthermore, you indicated that you could not issue a credit for the service call that I have on July 3rd for the same problem because it was already assigned to a repair service.  The fact is that I asked for the fee to be waived PRIOR to having the service call dispatched.I appreciate that fact that there is a future credit on my account, however, I hope that I do not require any further service.  I feel the customer service you provide is far from adequate.
Regards,

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. In review of your policy, you purchased the Total Plan policy with the Pool-Spa optional coverage on March 14, 2017.  Please note that per our policy, Section Letter B of Coverage Period, “Coverage starts 30 days after acceptance of application…”  Your coverage starting date was April 14, 2017.A review of the claim shows that it was processed according to the policy.  You called in April 24, 2017 stating that the line to the filter pump was clogged and the last time it was working properly was March 7, 2017.  This predates the start of your coverage period, making the failure to your unit pre-existing. Per our policy, Section Letter F, Number 1, CHW is not responsible for any known or unknown pre-existing conditions.Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you advised that the last time the system was working properly was April 25, 2017.  Please note, that the failures to your unit took time to develop and would not have occurred in the short lifespan of the policy.  The outcome of this claim stands. 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 your frustration. 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 the purchase of your policy, you were given 30 days to review the policy.  Please note, that our policy is available for public viewing on our website.We regret to hear your wishes to cancel your policy.  Please contact us directly at ###-###-#### Monday-Friday 9am to 6pm EST to speak with a Customer Solutions Specialist.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 technician back in December did not find anything wrong with the coil nor did he indicate that the unit is full of debris. November up to the time that the AC was leaking water again is just four months. The maintenance is supposedly to be done in April 2016 and as a matter of fact we just had the maintenance. I have spoken with the technician that you sent and they did not say that it is because of the debris.You can also ask them. The problem is I have requested the same tech who came to check the AC back in November but you don't want to send the same tech to us even though he is available. Your company is merely trying to avoid your responsibility and that is why I cancelled my policy, due to your poor service and you are not keeping your promise to help homeowners.I demand that you fix this problem because you are not complying with the terms and conditions of the policy. The tech did not indicate that the problem is because of the debris and poor maintenance. The AC is well maintained.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
CHW advertisement specifically indicated that regardless of the age of your unit, it will be covered. therefore we will look for other alternative way to have our complaints heard
Regards,
[redacted]

Dear [redacted]CHW dispatched the technicians to try and get a complete diagnosis of the system and to find out if the unit was duct or not.  The first technician stopped working with warranty companies therefore we had to find the next one and that is why we sent out Complete Comfort Systems to your home.  They provided us with the correct diagnosis and we do regret your frustration but this claim is not covered due to the fact that the part is not something that is covered by our policy it is a strict exclusion. Regards,CHW

CHW has provided you with the max amount that we pay out for claims of this kind. Please see Section G. Mediation #3 Any and all claims, judgments and awards shall be limited to actual out-of-pocket costs incurred to a maximum of $1500 per claim, but in no event attorneys' fees.If you would like to cancel your policies you would have to follow our policy Section L. Cancellations that states:This is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.  You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:1. Nonpayment of contract fees;2. Nonpayment of Service Fee, as stated in Section III;3. Fraud or misrepresentation of facts material by You to the issuance of this contract;4. Mutual agreement of Us and You. 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 and any service costs incurred by Us.  All cancellation requests must be submitted in writing. CHW cannot refund you a full amount of what you have paid since we have paid out on claims. The only way a customer refunded in full is within the 30 days of the policy's start date, before the policy begins.  This is the time where we expect our customers to read the policy and ensure that all the units are in proper working order.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 your claim it appears that your claim was processed in accordance with the terms of the policy section Letter A, Number 3. CHW is not responsible for repairs related to known or unknown preexisting conditions.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW