Bass Services, Inc.

Complaint: [redacted]
I am rejecting this response because: If my cost is same why would I ask to fill freon instead of leak test?I think they did not read my complaint thoroughly or simply repeating the same futile justification. I stated that I am not an AC Tech so I do not know anything about leak test or freon filling, CHW person told me in call that the technician will do leak test and I have to pay 250 per unit out of my pocket, I agreed to that and allowed the technician to do what he was supposed to do. If that AC technician was not well qualified to do a leak test instead he fills freon and charge, how would I know. Till yesterday I did not even know what Freon was. The technician CHW sent did not even think of any other reasons why the Circuit breaker might trip.Today, as per the sr.claims person's suggestion, I spent money out of my pocket again and used a different technician to do the checkup. He found two issues.One, the reason for circuit breaker tripping is because of a lower capacity wire, it is currently 12gauge whereas it should be 10gauge, this need to be replaced to avoid tripping.Two, the coil used in both down and upstairs units are older version which uses a different kind of Freon, also the coil of down stairs ac unit is in poor condition and need to be replaced. Its ideal to change both coils as they are of older model which is not used nowadays.The technician who was sent by CHW did not know any of these, he did not even check the tripping breaker, instead did some half baked job, took 600 and left. CHW trusting this rip-off person's words, instead of helping its customer.Now, I have done my part by completing thorough diagnosis, I can send all pictures to CHW or upload here in Revdex.com. I want CHW to fix both problems. Regards,[redacted]

Dear [redacted] Thank you for your feedback; we regret to hear your frustration. A review of the claim shows that you placed this claim on 5/18/2017 and we dispatched a technician 20 minutes after you placed your claim. Unfortunately, the technician was unable to move forward with work order,...

therefore we reassigned the claim to another technician.  Please contact Best Septic Tank at ###-###-#### to schedule your appointment. We regret to hear that your septic is backing up into your home.  Particular emergency cases such as the septic backing up into the home, is the reason why we have a reimbursement program as we are not an emergency service company.  This gives the customer an opportunity to hire their own technician right away; and if the outcome is covered based on our policy, we would reimburse funds at our cost. We strive to provide the best customer experience, therefore we have taken your feedback back to the Director of Operations for review. Once again, we regret to hear your frustration.  Please contact the technician to schedule an appointment as soon as possible.   Regards, CHW

Revdex.com:I accepted CHW's offer of refunding one year's premiums, $607, on 31 May 2016 via response to your email. This will be my second acceptance, nearly a month later. Please advise as to what the delay is. We had to purchase a new HVAC unit, which cost us $7,500, and would appreciate our refund from CHW being expedited in light of this delay.Please call me if there are any questions to avoid further delays. Thank you, ###-###-####.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory.   It is fine with me if you would like to withdraw the entire complaint from your system.  Please pass this along to Choice Home Warranty.

Thank you for your feedback, I do apologize for any emails or calls that you are receiving.  I have requested the IT department take your email out of the system.  If you receive anything else that says it is from CHW, please email me directly with the URL, this way I can show our IT...

department to see if it is in fact CHW.  My direct email is [redacted].  You can also BLOCK CHW from your email, this will help to see if it is coming from US or a 3rd party.  Again, after today 6/19/15, if you receive anymore please forward them to me and I will have them investigate.  Once you have unsubscribed, it should stop.Thank you again and I will have it removed.Respectfully,Tracy

Dear [redacted]We regret to hear your frustration. Our records indicate that this policy has been cancelled as of 8/28/17, therefore no further action will be taken on the claim. Your pro-rated refund in the amount of $545.88 was refunded back to your credit card 9/18/17 at 5:34...

pm.Regards,CHW

Dear [redacted]s,
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 see that the heat pump failed due to the windings being bad. The overall condition of the unit was in very poor shape. Per the diagnosis it states that had there been proper routine maintenance done on the unit, this failure would have been foreseen and prevented.
Per CHW’s policy, Section F. Limitations of Liability #12 states that all units must be properly maintained per the manufactures specifications.
We do see that you had stated that you had proper routine maintenance done for the unit however you declined to send them to us. You chose to cancel your policy rather than provide the records leaving CHW no options to assist with this claim.
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy.
Regards,
CHW

In order to determine the issue a leak detection test was needed which as outlined in the policy section Letter D, Number 4 is not covered. If there are issues with the contractor that was there to do the repairs these should be taken up directly with the contractor, who was licensed at the time the contract was secured. CHW contracts licensed and trained technicians to handle the repairs. However, as section Letter F, Number 19 states, 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.   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]   CHW received emails from you indicating that you were initially waiting for the technician to come out and evaluate the unit. Another email was received indicating that the technician provided you with a quote to submit to CHW, however, he refused to cooperate so the work was never done. Each time, CHW acknowledged your emails. On 8/11/16, CHW received a diagnosis that the heat exchanger was cracked due to rust. Section Letter F, Numbers 1 and 8 state that rust and corrosion are not covered. However, CHW attempted to work with you, however, you declined any offers to assist. At your request, the policy was canceled.   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 your claim was processed in accordance with the policy section Letter F, Number 12. CHW isn’t responsible for repairs related to lack of maintenance.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear Ms. [redacted],We do understand your frustration however the failures that this unit has which is a reversing valve  also, the unit stopped working because the Freon was out of it and the Freon is what kept the unit working,  Once the Freon came out, then the unit stopped and that caused it to seize (short).This is not covered under our policy however we would like to offer you a goodwill gesture of a refund of the paid policy and subtract the amount that CHW has paid to provide you with $293.00.  If you would like to accept this offer, please kindly contact us at ###-###-####.Thank you,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. 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 leak was coming from a corroded drain pan. Per our policy, Section Letter F., Number 1, CHW is not liable for “…malfunction or improper operation due to rust or corrosion of all systems and appliances…”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, as a goodwill gesture we offered you $100.00 towards the non-covered claim, a free month of service, and a discounted service call fee or $200.00 towards the non-covered claim.  You declined these offers and requested to cancel your policy.  As of 9/11/17, your policy was cancelled and although you were not entitled to a refund, we agreed to issue you a $40.00 refund; this refund is currently processing.  Please understand that per our policy, Section Letter C, Number 4, it states that “You will pay a $60 trade service call fee (“Service Fee”) per claim or the actual cost, whichever is less. The Service Fee is for each visit by Our approved Service Provider…”The service call fee was not paid to CHW, therefore there will be no refund.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, we do see that the technician that went to your home did place a hard start kit onto the unit, this made the unit run for a while, once it failed again, it was then determined that the unit had internal failures that were caused by a lack of proper routine maintenance. It was stated that this failure could have been avoided if you had preventive maintenance done to the unit.
Per our policy, Section F. Limitations of Liability #12 states that CHW does not cover failures that are caused by a lack of proper routine maintenance that is specified by the manufactures specifications.
If you have Routine maintenance records showing that you did in fact have maintenance done to the unit, we ask that you send them into our office for review. Please send them to [redacted] and our authorization manager will review to ensure that what you are providing is routine maintenance and not repairs.
If you disagree with the outcome of the claim and do not send in records of maintenance, please feel free to provide us with a second opinion from a different technician. Please have them contact us to provide us with the details of how the unit failed. We would ask that you have the technician contact our authorization department to provide the diagnosis.
We do hope that you are able to provide one of the above in order to re-evaluate the claim.
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy.
Regards,
CHW

Dear [redacted]Please understand that upon reviewing the policy, if a customer chooses to cancel before 30 days, the administration fee of $50.00 would not be charged. Due to your dissatisfaction, CHW will offer you a full refund, by refunding the difference of your pro-rated refund.  Your pro-rated refund was $266.66, therefore, CHW will offer you $133.34 to make your refund full. To accept this offer, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM 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 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 internal windings in the compressor shorted to ground.  This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor.Per our policy Section Letter A, Number 2, CHW covers failures that “Become inoperative due to normal wear and tear…”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 $350 to assist you on this non-covered claim, however you declined this offer.You spoke with our Customer Solutions Specialist who informed you as a goodwill gesture, we would cover the cost of the compressor however you would be responsible for the labor. Please contact our Customer Solution’s Department at ###-###-#### Monday-Friday 9am – 6pm EST to discuss the details of 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],  We regret to hear your frustration and your wish to cancel. If you would like to cancel your policy, please contact our Customer Solutions Specialist directly 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, we do see that the technician that came to your home could not find the leak within the walls.  Since the technician did not find the leaks there was nothing wrong with the plumbing, our policy doesn’t cover the technician to place the wall back to a rough finish as stated in the policy in section D.#8.  CHW will only provide the funds to the technician for an authorized claim.  This claim was not a covered authorized claim however, the technician is provided a pre-authorized amount once he was at your home of $100 and CHW did advise you that we would provide you with $75 as a goodwill gesture since the technician was going to charge you $50 to put the wall back.  Although your claim was not covered, we did try to assist with a goodwill gesture that you declined and requested to cancel your policy instead.CHW agreed to cancel the policy as it does have to be a mutual agreement as it is stated in section L #4 of the policy and you were given your pro-rated refund of $250.00.We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy. Thank you,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:
I have reviewed the response made by the business in reference to complaint ID [redacted], please ask the business to confirm in writing that I will receive 2 free service fees.   They can email me at [redacted]
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].   Upon review of your claim it appears that it was processed in accordance to the policy, section Letter F, Number 19 in which CHW doesn’t handle 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

Choice Home Warranty is still ripping people off.  They claim to replace water heaters and then look for reasons not to. In my case, yes it was under manufacturers warranty.  But I still had to pay $530 in labor to install. I have been a Realtor for over 30 years and insist my buyers purchase a home warranty with every house they buy.  I believed what they write in their brochures. CHOICE HOME WARRANTY IS A RIP OFF.  TRY READING THEIR REVIEWS.  IT'S NOT JUST ME.