Bass Services, Inc.

Complaint: [redacted]
I am rejecting this response because: The repair of the shadder valve was covered by Choice Home Warranty, however, I have a work order that shows I paid the contractor out of pocket for doing a leak search, vacuuming the system,  and filling the system with freon. As a consumer who is not in the HVAC field, how is one to know the work conducted by your contractor on 5/2/2017 is not sufficient to warrant coverage of the repair conducted on 7/17/2017, which occurred less than 90 days after being serviced by HVAC and Appliance Express? Does Choice Home Warranty not stand behind work done by their contractors?
Regards,
[redacted]

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]

Dear Mr. [redacted],We do understand your frustration however, CHW is following the policy and we do not cover power surges of any type.  Please see Section F. Limitations of Liability #8 that states so.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.We do regret your frustration but we are unable to go against our policy.Respectfully,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 there was internal failure in the compressor.  This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor.  This failure occurred from a lack of proper routine maintenance.In addition to that, based on the picture we received from the technician, it stated that the unit had a hard start kit, which shows that the issue was only temporarily resolved.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.  If you would like to further dispute this claim, you can submit your proper routine maintenance to [email protected] for review.  If the records show the unit has been properly and routinely maintained, we would adjust the outcome of the claim accordingly; and then follow up with you.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 condensing coil was dirty and the compressor had internal failure due to the system overheating.  These failures occur from a lack of proper maintenance.Per our policy, Section Letter F, Number 8, states CHW is not responsible “…for repairs due to failure to clean or maintain as specified by the equipment manufacturer…”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 funds in the amount of $200 of goodwill gesture to assist on this non-covered claim, however you declined this offer and requested to cancel your policy. You spoke with our Customer Solution Specialist who increase the of goodwill gesture to $350 and advised that if you would like to further dispute this claim, you could get a second opinion at your own expense.  You agreed to get a second opinion. If you would like to further dispute this claim, please submit your detailed invoice with the technician’s diagnosis or submit your maintenance records to [email protected] for review. If the outcome should differ, we would adjust the claim accordingly based on our policy.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

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 www.choicehomewarranty.com/useragreement. In review of your policy, you purchased the Total Plan policy on April 29, 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 May 29, 2017.A review of the claim shows that it was processed according to the policy.  You called in May 30, 2017 stating that your AC unit was not cooling and the last time it was working properly was May 29, 2017.  The diagnosis stated that the capacitor failed and the system was low on Freon.These failures would not have occurred in the short lifespan of the policy.  Our policy states in Section Letter A, Number 3 that all systems and appliances must “in place and in proper working order on the effective date of this home warranty contract…”The outcome of this claim stands as these failures were preexisting before the start of your coverage.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].   Please accept the apologies for the free month not being provided. After review, you are due to have a free month. This information has been submitted to billing and this issue will be resolved. CHW thanks you for being a valued customer.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted] [redacted], We regret to hear your frustration, however, please understand that your system failed due to a severe lack of proper routine maintenance.  This claim is not covered, per our policy, Section Letter F, Number 12. We have offered you funds in the amount of $250 of goodwill funds to only assist you on the non-covered claim.  The offer of these funds does not overturn the outcome of the claim. If you would like to accept these funds, please speak with a Senior Claims Specialist directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm EST.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, we do show that CHW dispatched a technician to your home on12/22/15 and his availability was too long of a wait for you, we offered you our reimbursement option.  We did explain to you that if you use the reimbursement option you must have the technician contact CHW before any work was to be done.  We will only reimburse for work that is covered by our policy and it would have to be authorized by us before.  If you have the work completed without the authorization, you therefore will not be reimbursed.  CHW does not provide upgrades for any type of systems as well.On 1/12/16, you contacted us and advised that you had the work completed, you stated that you had the toilet replaced, new kit installed, wax ring seal and you were charged for service and labor.  We again advised you of the reimbursement process and explained that you did not follow this. We did receive the invoice for the new unit you had rebuilt and we explained to you that we would provide you with the extra charge that the technician charged for the service call fee, our charge would have been $45 and he had charged you $175.00.  CHW did provide you with a check in the amount of $130.00.  As for the work being completed, you did not follow the policy as specified in Section C. Service #3 that states that we will not reimburse for work that was performed without prior approval.We cannot provide you with a free year warranty or a full refund but as you have requested we are providing you with the service call fee that you paid but minus the amount for our service call fee.We do regret your frustration however; CHW is in full compliance of our terms and conditions of the 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. Upon review of your claim for your Air Conditioning System, we show that the technician that came to your home explained to us that the unit was flat, it should hold 5 lbs of Freon but was out completely, there was damage to the condenser coils and the pictures that were provided to us showed sever lack of proper routine maintenance. Per our policy, Section F. Limitations of Liability #12 we do require all units to have routine maintenance as specified by the manufacture.CHW does not discriminate against age of the unit however we do expect the customer to have the unit properly maintained.We do see that you chose to cancel your policy with us and your policy ended on 3/22/16.  We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy.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 the claim is being processed accordingly. Your claim was placed on July 5, 2016 at 10:02pm and a technician was dispatched within 24 hours. We request that the technician make an attempt to schedule an appointment within 2 business days. It appears that CHW called the technician and the soonest available date is July 11th. If you would like to have our team reach out to attempt to schedule an appointment with another technician we will be happy to accommodate this request. We apologize for the long hold times, we have been experiencing very high call volumes and are making every effort to continue to work diligently and accommodate all of our valued customers.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   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 [redacted]   Our records indicate we are working with you on a mutual agreement related to your claim. We have sent you an email and are awaiting your reply.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

[redacted]The technician that went to your home provided us with a diagnosis, that diagnosis stated that this was a dual fuel heating system.  It is a heat pump with a propane gas furnace as a backup and in order for it to operate properly there has to have an outdoor temperature sensor installed on the outdoor unit so that the backup furnace can come on properly. Our policy will not cover this since it is adding something to your existing unit which makes it a modification.  Per our policy, located in Section F. Limitations of Liability #11, this is not covered.When the technician went back to the home, he provided us with a second issue that had failed on the unit which is the heat exchanger.  He stated that the exchanger is cracked and requires replacement however the serial number on the exchanger came up as still under manufacture warranty. Per our policy, Section F. Limitations of Liability #15.You are more than welcome to contact the technician for the specific findings as we have stated above and you would then contact the manufacture to have them replace the heat exchanger. CHW does not cover this as stated above. The technician’s number is ###-###-####; his cost for labor is what you would be responsible for.As we offered in our prior response, if you would like for us to assist, we will offer $150 towards this however we are not offering anything further.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because:as CHW states correctly paragraph 12 of the contract says that they "will not pay for repairs or failures that result from Contract holder's failure to perform normal routine maintenance. For example, you are responsible for providing maintenance and cleaning pursuant to manufacturer's specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement."All of this routine maintenance tasks have been performed by myself. Nowhere in the CWH contract is stated that these routined maintenance tasks have to be performed by a professional and records have to be kept.Here I state again that the evaporator coil and to that matter the entire HVAC unit is in proper condition for the age and has been maintained in the past per manufacturers recommendations. Since these tasks have been performed by myself I can't proof these, however again the CWH contract does not state they have to be performed by a professional. As a degreed engineer I feel very comfortable performing these tasks myself.The old evaporator coil is still sitting in my garage, untouched and as the CWH contractor pulled it out of the unit. CWH or any other licensed third party is welcome to inspect it. The evaporator coil is clean and only shows normal wear and tear for the age.I see no reason whatsoever for CWH not to pay for this repair. They have no legal grounds to refuse the payment.Thanks and best 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

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 our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your heating claim, I do see that you had a previous repair on the unit and the technician that was out to your home found a bypassed safety switch that enabled the unit to overheat and melt the wires and break the components.Per our policy Section F. Limitations of Liability #11 states that CHW does not cover repairs that are a result of previous repairs.  We suggest that you contact the previous person that had worked on the unitWe do see that he did reach out to you and offered you a full refund of your policy since you were unhappy with the outcome of the claim and therefore you are not happy with the policy.  We have not heard back from you in regards to this, your policy has been cancelled per your request and we did provide you with the last payment made to us.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

Complaint: [redacted]
I am rejecting this response because:
Well, that wouldn't be very convenient seeing how my contract ends with you in less than 72 hours.  
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The check has not arrived and this is not the first time they have told me it was in the mail.  I confirmed the name and address with them beforehand.
Regards,
[redacted]

In accordance to the policy, Section Letter F, Number 19, “You agree that We are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performance. You also agree that We are not liable for consequential, incidental, indirect, secondary, or punitive damages. You expressly waive the right to all such damages”. If the technician caused damage, you will need to contact the technician. CHW won’t be responsible for fixing the unit. You did mention that you would like to have a full refund. Section Letter L of the policy discusses the guidelines surrounding cancellations and the fees incurred with after 30 days, however, CHW can provide you with a full refund and cancellation of the policy once a signed release agreement is returned without the stipulations listed in the section. If you are interested, please call the customer service team directly at ###-###-####.   Regards, CHW