Bass Services, Inc.

Complaint: [redacted]
I am rejecting this response because: you agreed to pay the claim in the beginning. It was only after you found out how much it would cost to fix that the claim was refuesed. If you weren't going to fix it then why would your company send the repair men out. It was only over the man made his diagnostic that you refused to cover the claim.
Regards,
[redacted]

CHW's authorization team advised me that the tech stated, "THE ISSUE IS A FAILED COMPRESSOR DUE TO A SLOW SPINNING MOTOR - A WEAK MOTOR- WASN'T SPINNING AT FULL CAPACITY WHICH CAUSED THE COMPRESSOR TO OVERHEAT AND BURN OUT DUE TO NO AIR MOVEMENT OVER THE COIL AND COMPRESSOR. ALSO - DISCONNECT ISSUE NOT COVERED PER POLICY- A COIL CLEANING IS NOT COVERED"  this resulted in "SECONDARY DAMAGE TO COMPRESSOR"  we were only to cover the fan motor as this would be the initial failed component.  Russ has gone above for you and has authorized the Freon to assist you better making the total that CHW paid to the Service provider $785.00.This has been completed already, the $785.00 CHW has already authorized to the technician on your behalf.  I do apologize but since we have completed the repairs we do consider that this is resolved.  We are not able to authorize anything further for the repair because the payment to the technician have already been authorized and accepted by you when you allowed the technician to finish the repair.We look forward to assisting you in your future claims.Respectfully,CHW

Complaint: [redacted]
I am rejecting this response because: this business didn't seem interested in our lack of a/c for a month. Since we paid to have the repairs done and complained to the Revdex.com, they want me to thank them and let the, off the hook. No thank you. Dedicated to customer service indeed!
Regards,
[redacted]

CHW uses the information that was presented by the technician that was sent in connection with the determination made by the in house technicians. If a customer disagrees, they are invited to provide a second opinion that has been obtained at their expense to have the claim reviewed in hopes of a more favorable outcome.   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].   Section Letter F, Number 8 of the policy states, “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”. A review of the claim in questions shows that the claim was processed accordingly. Based on the diagnosis received from the technician that the control board failed as a result of a power surge was able to determine the outcome of the claim. The only way for the control board to fail is due to a power surge. As a result, the claim is not 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 [redacted]   Upon review of your account there has been no cancelation request received. If you would like to cancel your agreement with CHW please call our team at [redacted]. In accordance with section L, Number 4, the policy states 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

Complaint: [redacted]
I am rejecting this response because:  Your technician LIED about the visit, he was more interested in rummaging through the stuff I was throwing away instead of checking the dryer thermostat and replacing it!  Why are you now offering "As a good faith offer, we will be happy to place a onetime free service call fee under your policy once it has been updated." ??? If a different technician had been sent out right away, we would not be going through this hassle and my dryer would be fixed, but no you wait until I leave the state to offer a free service call.  How about accepting a letter from one of the people that checked the vent and found it to be free and clear of lint and in good shape.  Furthermore your tech did not even pull any lint from the vent because there wasn't any, he just plain lied and why I don't know except he wanted to avoid doing any work. 
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 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 www.choicehomewarranty.com/useragreement. Upon review of your Air Conditioning claim, we do see that the claim was not covered per the policy.  The unit failed due to a leak that was created by corrosion.  Being that the failure is rust which is something that is not covered per the policy in Section F. Limitations of Liability #1. The pictures that we received by the technician show that the unit’s failure was caused by corrosion and as we stated this would not be something that CHW covers.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. 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

The sale date is actually 30 days from the effective date of the policy. This allows the homeowner an opportunity to ensure that all things are in working order on the date that the policy is effective. Section Letter B states Coverage starts 30 days after acceptance of application by us and receipt of applicable contract fees and continues for 365 days from that date. This is a home inspection is not required. The policy has been sent via email and mail for review and the information is outlined in the policy. Section Letter F, Numbers 1 and 8 indicate that rust and corrosion are not covered under the policy. CHW apologizes if there was a miscommunication or misunderstanding relating to the conversation had with [redacted] but it seems that he was making it clear that the policy was effective in 30 days meaning that there was coverage, however, no one can detect a pre-existing condition until a claim is placed.   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.  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

Complaint: [redacted]
I am rejecting this response because:
The subcontractors chosen by Choice should ultimately be the expert in the diagnosis since that is their area of expertise and they are onsite looking at the parts.That is why Choice sends them to look at the unit. If Choice chooses to deny without being present to look at the damage, why send a tech to look at the damage ? I was charged $550 + to replace the motor.  $100 offer is barely satisfactory.  
Regards,
[redacted]

[redacted]CHW offered you a goodwill gesture to assist you with the claim itself since the unit was not covered. The first claim that you placed with CHW was for this unit and it was placed a few days after the policy began.  You then placed this claim and it is the same issue however it now has failed completely since the maintenance was not completed as it should have been.  The technician stated to us that the heat exchanger failed, it was very badly full of debris, and this happens when the unit is not cleaned properly and when the unit has a block from the combustion.Rather than accepting our goodwill gesture, you chose to cancel the policy with us.  As a good faith gesture, CHW is willing to provide you with the last month’s payment that you paid for the policy in the amount of $40.00.  If you would like to accept the $40.00 refund, please contact our customer service ###-###-####.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, we do see that you placed a claim for your AC System.  In accordance with the policy section Letter F, Number 12, CHW doesn’t cover repairs related to lack of maintenance which caused a Condenser Leak.   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]We regret to hear your frustration, however, we have many customers who have multiple units at one address – therefore, the system would not prohibit duplicate addresses.  As previously stated, we have cancelled your policies and are currently processing your full refund in the amount of $42.92 and $485.00.You may contact your bank to dispute the overdraft fees they charged you.  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]

Dear [redacted],We do apologize for any frustration, we do see where it is documented that your husband stated that he maintains the unit and not professionally and we do have the records that you provided to us that showed:04/15 – was not for maintenance it was a repair, stated “NO AC - FOUND BAD CONTACT AND REPLACED $120”The next was dated “10/20 –which was for a “ “ FURNACE CHECK UP - CLEARED AND CHECKED FURNACE - ALL OKAY AT THIS TIME $49”Then provided an invoice for another repair that was dated “8/26/13 “-stating “AC ICED UP, LEFT TO THAW.” The technician came back on 8/27 and stated “ 8/27 CHECK AC UNIT LOW ON CHARGE. ADDED FREON TO CHARGE UNIT. AC WORKS NOW. $215 (2 LBS)”The last one that you provided again was a repair, that stated “ 8/25/14 - FAN NOT WORKING - FOUND BAD 55/5 CAP. FOUND DIRTY CONDENSING COIL. CHANGED CAP AND RINSED WITH GARDEN HOSE. FILTER WAS NEW ALREADY”.We have reviewed the receipts and they are not routine maintenance, they were however repairs that you had done to this unit.  The one repair in August of 2013 before the policy began showed that the unit was dirty and Freon was added. Being that this was before the policy start date, this would be considered pre-existing to the policy however we did not know that the unit was not in proper working order, as we entrust our customers’ to make sure that they confirm that their units are in proper working order on the start date of the policy.Reviewing over the policy, we do see that CHW has assisted you in $585.00 worth of repairs and we are offering to provide you with a goodwill gesture in the amount of $150.00 to help with this repair or replacement. Per our policy, this would not be a covered claim, per Section F. Limitations of Liability #12 as we have stated however we are willing to provide you with the funds to assist on this claim. If you would like to accept this offer, please contact us.Thank you,CHW

[redacted]The correct email is [redacted] or feel free to send it to one of our Consumer Advocates [redacted] or [redacted]Thank you,CHW