Bass Services, Inc.

Complaint: [redacted]
I am rejecting this response because:
The policy itself will be active after 30 days from purchase...so without even getting to see how the warranty is addressed by the company why would one cancel? This is basic 101 and I fail to understand why such reply is coming from representatives who should be knowledgeable enough to address these issues. It is quite evident that you only make the policy effective after 30 days so customers have no idea how your company will be and once we experience and try to cancel if dissatisfied you charge $50 which is illegitimate. Basically if any customer comes your way you want to charge $50 for just trusting you. Do you think your argument is still valid? 
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.  Based on the diagnosis that we received, it stated that the compressor shorted to ground.  This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor.  This failure does not constitute normal wear and tear as there are many safeguards that work to prevent these types of failures.  Per our policy, Section Letter A, Number 2, we cover 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, as a goodwill gesture we have added a onetime free service call fee onto your policy.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 policy that you had with CHW, we do see that you are familiar with our reimbursement process.  We also see that the customer service department did explain to you the process as well.  If you are to use your own technician, they must call our authorization department to provide to us a diagnosis for the unit.  We must provide authorization for you to be reimbursed and it would be processed at our cost if it was a covered claim.  After reviewing the claim that you placed on 1/22/16,we do see that we dispatched [redacted] HVAC to your home but they did not service that area.  We do also see that we asked if you would like to use the reimbursement option and you had agreed.  We did go over the process with you and explained again that if the technician does not contact CHW before any work is completed, we will not reimburse for anything as it is stated in our policy in Section C. Service Calls #3.On 1/25/16 CHW emailed you a reimbursement form two times once at 12:59pm and the next time we sent it was at 7:50pm.  We always advise to please check your spam folder as some of our emails do get caught in the SPAM.  We did not receive the form back from you and we did receive a phone call from you and not the technician stating that you paid a specific amount.  On 1/26/16, we had offered you a goodwill gesture of $400 without even receiving the diagnosis from the technician.  This was based upon the fact that you had been with us for so long and we wanted to assist but we cannot provide the amount that you had requested due to 1. We did not receive a diagnosis.  2.  We did not know what the failure was and #3 the amount that you had requested was over the CAP of the policy.You did cancel your policy and declined our offer of goodwill of $400.  Unfortunately, we would not be able to process any type of good will gestures to you since you have cancelled the policy.We do regret your frustration however; CHW is in full compliance of our terms and conditions of the policy.Regards,CHW

Complaint: [redacted]
I am rejecting this response because:
The reason why you see my account is cancelled is because I had to call again the next day after trying to cancel repeatedly, when I spoke to Sam the next day he cancelled my account, again after being on the phone for 5 hours while your reps kept transfering me around playing games showing how terrible your customer service is, when I asked to speak to a supervisor I would be told by the person I was speaking to that they were the supervisor.  For this to be my first time to have to make a claim and experience such bad service along with being told a lie by your rep about my ceiling fan being covered up to $200.00 and that's why I continued filing the claim, it is only fair to refund me the deductible of $45.00 plus all my monthly charges, that is all I will accept.  Thank you
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because of two reasons. You allowed the technician to wait for 2 weeks before telling me that the part is obsolete. You did not even offer to have another technician come out for a second opinion. Everything that occurred between us and the technician should make any person with half a brain get a little suspicious that something strange was going on. I was told the technician had the part and was told he was on his way to my house to get a call back 4 hours later saying they don't have the part and the technician never showed up. I told you guys the technician blatantly lied to you all about the age of the hot water heater. I also told you all that he had given me a quote for a new hot water heater. On [redacted] states that "Once a claim is submitted, Choice Home Warranty will immediately dispatch a local, licensed, and insured technician to serve your claim promptly and professionally". It was definitely not done in a professional manner and it definitely was not done promptly. Being without hot water for over 2 weeks is not "promptly". On [redacted] it states "If a covered item that needs to be replaced is not available, CHW will offer a cash payment for the amount of CHW's replacement cost, which at times may be less than retail". There is nothing following that answer or within the answer stating anything about 30 days. A person already has to wait 30 days before they can make a claim upon signing up. The second reason that I am rejecting this as a solution is because after 3 attempts to have my account canceled and refunded you have failed to do so. I have this complaint from the Revdex.com, 2 phone calls, and an email asking to be canceled with no success. I am constantly being told that a request is being sent to the cancellation department. It didn't take this long for me to sign up for the home warranty. I don't feel it is at all my fault that Choice Home Warranty chose the technician that did not provide adequate or professional service.  Just to give you guys a little tip: If a technician tells you they do not know the age of a hot water heater than they are trying to hide something. A quick Google search was able to tell me how old the hot water heater is, and I am by no means a professional plumber......
Regards,
[redacted]

Our records indicate that your policy has been cancelled per your request and a refund in the amount of $425.00 was credited to the card on file on 7/28/16.

Dear [redacted], CHW does not discriminate for age, we do not however cover specific failures.  Your unit was out of Freon due to a leak, the leak was caused by the condenser being clogged and dirty.  This is a lack of proper routine maintenance. If you have routine maintenance records, please send them into our office and we will review them.  We only received one invoice that did not have any type of pressure readings, no AMP readings and no coil cleaning documented.  Also, one record does not show routine maintenance.CHW did provide you with a goodwill gesture of a free service call fee for your inconvenience. We do regret your frustration with this claim but do look forward to assisting you on future claims.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 compressor shorted to ground.  This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor.  This failure does not constitute normal wear and tear as there are many safeguards that work to prevent these types of failures.  Per our policy, Section Letter A, Number 2, we cover 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 as goodwill gesture we offered you $150.00 towards the non-covered claim.  You rejected this offer. As a goodwill gesture, CHW will offer you $300.00 towards this non-covered claim.   To accept this offer, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm EST.  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; I have been with your company for several years each time I was given different excusesyou wanted me to continue making monthly payment and come out of pocket for someone else to fix my refrigerator what's the object of having home warranty if you have to pay premium and find someone to repair and pay them IF you fail to provide servicer in a timely manner you should be accoutable I'm requesting my premium 2 months payment
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]
* Section Letter A, Number 2 of the policy indicates that CHW is responsible for repairs related to normal wear and tear. The diagnosis received was that the failure was with a shorted to the ground compressor. As this is not deemed to be normal wear and tear, it wouldn’t be covered. during the call, the representative made an attempt to explain, however, the call was disconnected.   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 Upon review of your policy, we do see that you have placed a claim for your water heater.  We also received a letter from you requesting CHW to go against our policy and replace the current water heater that you have.  Our policy states in Section D. #6 that the actual tanks are not covered.  The tanks are a holding vessel that had no mechanical need.  CHW only covers the heating elements that heat the water; the tank has no mechanical function.Per the policy Section L. Cancellations, states if you would like to cancel this policy you would receive a pro-rated refund of however many months you have remaining and you would be subject to an administrative fee of $50.Please review your policy as it is on line and we have mailed a 3rd copy to your address as well as email.  Please check your spam or junk folder as it does at times go to there.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW

Nothing noted in your policy states ages of appliances. Your automated message even contradicts that. Your representative all but called me a liar. I did not get my policy to review it within 30 days and had to call back. Unfortunately just a day or so after receipt of the policy I had to use it. That was not my intentions. If you wish to uphold the integrity of your company I would ask you to reconsider full refund of policy irregardless of the claim.

Complaint: [redacted]
I am rejecting this response because: The blower motor, module, and transformer should all be replaced at the same time. CHW is ripping people off telling them that the blower motor is the primary damage and they don't cover the module and transformer as part of this repair. They did receive written confirmation from 2 Contractors that the blower motor, module, and transformer should all be replaced. I do not recommend CHW to anyone. They promise to fix problems when they occur but this is a lie.   
Regards,
[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 our web site at [redacted]. All of our information was sent to you upon your start date as well. You did receive a hard copy and an email with the policy’s terms and conditions.Upon review of your claim, I do see that your unit has been reported as non-covered due to a lack of proper maintenance.  CHW offered to assist you with the claim as a goodwill gesture.  I will document the policy to show that you have declined our goodwill gesture and I will advise our cancellation team to call you to cancel your policy since you have written this in writing to us that you would like to cancel the policy.We do apologize for any frustration that you have experienced with this claim and we do hope that you accept our apology and stay with our company as we do value you as a customer.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us.  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]
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

Our records show that you placed a claim with us on 7/20/15 and at that time we advised you that the claim was not covered due to rust/corrosion.  The technician at that time advised you that you had a leaking evaporator coil and in order for us to cover the unit again, you would need to...

provide us with a proof of repair that the issue was resolved.On 8/6/15, you called and placed a second AC claim and CHW almost sent out the technician but contacted you to advise you that this claim was not covered previously and we needed the proof of repair.  We did receive an invoice from you on 8/14/15 showing that the 5 ton compressor was bad and needed to be replaced, a few days later they replaced the dual cap on the unit.  The invoice showed that the transition from furnace to coil falling apart due to previous techs cutting to access the coils.  This is secondary damage as per our policy but please note that this claim was not a covered claim from the first time you submitted the first claim and we advised you that we could not cover the failures due to the rust and corrosion of the unit.We see that you did try to place this claim 2 different times after we advised you that it was non-covered.  I also see that CHW offered you a goodwill gesture to provide you with $100 towards the repairs of the unit and although it is not as much as you paid for the repairs, it was something that we did try to do for you for a non-covered claim. You did deny our offer and requested to cancel the policy.  CHW did accept your request to cancel as it does have to be a mutual agreement as per Section L. of the policy.The check has been authorized and will be sent to you for your refund in 30 business days of cancellation date 9/23/15.We do apologize that this was frustrating to you but CHW is in compliance with terms and conditions of the 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 www.choicehomewarranty.com/useragreement. We regret to hear your dissatisfaction with Choice Home Warranty.  We take your feedback very seriously as we strive to better our business practices.  We have taken your feedback to the Director of Quality Assurance to handle accordingly.  If you wish to cancel your policy, please contact our Customer Solutions Department directly at ###-###-#### Monday-Friday 9AM to 6PM EST to complete your request.  Please Section Letter L of Cancellations in regards to pro-rated refunds.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.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.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

we see that you had spoken to one of our Managers Aaron and he had approved a check in the amount of $500 for you with this unit. Please contact him if you have any issues with this as he will be happy to resolve them with you. 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 the technician provided a diagnosis that the Compressor has failed. In accordance with the policy, section Letter F, number 12, we do not cover repairs due 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