Bass Services, Inc.

CHW values feedback regarding the contracted technicians that assist with the business. However, if there is an issue with the technicians, please make CHW aware and if there are issues with the way a repair was handled, please reach out to the technician and the company directly to have this resolved. In accordance with 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. Records indicated the policy was printed and mailed to you on several occasions. It is also available online for all customers to review. Records also indicate that there have been covered claims during your time as a valued customer with CHW. Please feel free to contact customer service directly in the event there are questions at [redacted].  Regards,CHW

We do apologize that you are frustrated with this claim and upset as well.  I do see that CHW has assisted you with all of the other claims that you have placed, there is a total of $587.18 Authorized Claims.  Stating that CHW does not pay out on claims is not a factual response.This claim was unfortunately not covered due to the exclusions in the policy, the unit had shown a dirty condenser coils and soot in the furnace. Also, as stated in the previous reply, collapsed ductwork in the attic is not covered under our policy. Section F. Limitations of Liability # 1CHW is in full compliance with our terms 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 our web site at http://www.choicehomewarranty.com/user_agreement.php.  Upon review of your policy we do see that CHW has been able to assist you on multiple repairs for your home, unfortunately the claim that you placed for your refrigerator is not a covered claim due to the fact that CHW does not cover repairs that are secondary damage.  The control board failed on the relays to the compressor due to a burnout on the back of the unit.  This happened due to the compressor overworking and over amping, when the defrost controls were faulty and the compressor was overworking this caused the board to fail.  Per our policy Section F. Limitations of Liability #19 states that CHW is not responsible for repairs related to secondary damage.  Your one part of the system had failed due to another part failing.  Had the unit been properly cleaned, maintained or maintained this would not have happened. We do regret your frustration with this claim however CHW is in full compliance with our terms and conditions of our policy.Best regards,CHW

Dear Ms. [redacted],We do apologize for the calls and emails, we will request that our IT department looks into this for you.  Please contact us if the calls or emails continue at [email protected] you,CHW

Complaint: [redacted]
I am rejecting this response because:
The technician [redacted] has proof there is no rust or corrosion. I would like to see the evidence as there is none. CHW has falsified this information.  I have recently spoken to a manager named Iesha who informed that since this technician was "not following CHW standards" he is no longer working with them.  Todd can be reached at [redacted]. Again this is the technician they sent out and is also the person that advised me to file this complaint due to the fraudulent actions of CHW. The question is since there is no actual rust or corrosion why was this claim actually denied? I also received a second opinion from Mario who has pictures and video. How can this company get away with this over and over again?  
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 the claim shows that the claim was handled in accordance with the policy. When you called to place the claim you indicated that the door was cracked on the oven. The policy indicates in Section Letter D, Number 10 that doors aren’t covered. They are excluded in the coverage so there was no need to send anyone as you indicated a reason that is not covered, as outlined in the policy. Please accept the apologies of CHW if you felt as though the customer service representative that assisted you was submissive, however, it is only the interest to save your time and work efficiently by making you aware that you selected a reason that is not covered. Please call the CHW customer service team if you have any questions at ###-###-####.   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].   A review of your claims show that they were all processed in accordance to the policy. The claim placed on 1/29/16 was for the ice maker which is not covered under your policy. That coverage is optional coverage which needed to have been purchased either when you purchased the policy or within 30 days. The claim on 8/4/16 was for the air conditioning unit. There was a technician dispatched on 8/4/16 and CHW received a diagnosis from the technician on 8/5/16. The evaporator coil was frozen and had rust and corrosion. Section Letter F, Numbers 1 and 8 of the policy outline that CHW is not responsible for repairs related to rust and corrosion. On 10/31/16, there was a claim placed for the plumbing system. CHW dispatched a technician on the same day. Section Letter C, Number 2 of the policy indicates that, “Upon request for service, we will contact an authorized Service Provider within two (2) days during normal business hours and four (4) days on weekends and holidays. The authorized Service Provider will contact you to schedule a mutually convenient appointment during normal business hours”.  It appears that there was an issue with getting the appointment scheduled with the technician that was dispatched in a timely manner. A complaint was also taken from you and handled internally with the technician being rude which is not acceptable and has been addressed. For this claim, the diagnosis was that the numatic switch had failed and in accordance to section Letter D, Number 8 this is not covered.   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 did not know the cost to replace the unit when I spoke with the rep.  I paid $1285 to replace it.  The $700 figure was inaccurate and was simply me trying desperately to negotiate more money from a company refusing to replace my hot water heater.  The fact that a part is unavailable does not mean the company is not responsible to replace or repair the unit.  If you cannot fix it, you must replace it.  You owe me $1285, which I paid Al's Plumbing, and which is less than Knight's Plumbing quoted me (your hired contractor).  It is reprehensible to offer a repair or replacement policy and then refuse to replace it when it cannot be repaired.  Your own contractor said it could not be repaired and must be replaced.  
Regards,
[redacted]

[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:
It still frustrates me that they are still claiming a crack that does not exist but hey this is the easy way out.  It is also funny that their first paragraph mentions customer service.  If that was so important to them why did it have to take a complaint to the Revdex.com to figure out a solution.  This is not a company I want to work with in the future.  Lets hope my home stays together in the next 10 months so I don't have to worry about filing another claim with them.  I seriously think the main goal of the claims group is to find any reason to deny the claim,  even if they have to make up something like cracks in a picture that don't exist.  Two professionals that had hands on couldn't find cracks only stains that may look like cracks to someone that probably gets a bonus for calling it a crack and denying the claim.I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
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 your claim was handled in accordance with section Letter D, Number 4. Per the policy 4. AIR CONDITIONING/COOLER NOTE: Not exceeding 5 (five) ton capacity and designed for residential use. INCLUDED: Ducted electric central air conditioning, ducted electric wall air conditioning. All components and parts, for units below 13 SEER and when We are unable to facilitate repair/replacement of failed covered equipment at the current SEER rating, repair/replacement will be performed with 13 SEER equipment and/or 7.7 HSPF or higher compliant, except: EXCLUDED: Gas air conditioning systems - Condenser casings - Registers and Grills - Filters - Electronic air cleaners - Window units - Non-ducted wall units - Water towers - Humidifiers - Improperly sized units - Chillers - All exterior condensing, cooling and pump pads – Roof mounts, jacks, stands or supports - Condensate pumps – Commercial grade equipment - Cost for crane rentals - Air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications – Improper use of metering devices - Thermal expansion valves - Refrigerant conversion - Leak detections – Water leaks - Drain line stoppages – Maintenance - Noise. No more than two systems covered unless purchased separately at time of enrollment. We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications necessitated by the repair of existing equipment or the installation of new equipment.   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 the system was low on Freon.   Your system being low on Freon indicates that there is a leak somewhere in the system.  When the leak is not visible, a technician must perform a leak test.  A leak test would determine the location and cause of the leak, and in addition, the technician would take pictures of the location of the leak, the indoor and outdoor coils, and the model and serial number of the unit.  Per our policy, Section Letter D, Number 4, we do not cover leak test.Our Sr. Claims Specialist advised you about the outcome of the claim and our policy.  Due to your dissatisfaction we offered to cover half of the cost for the leak test.  You accepted this offer.The results of the leak test stated that there was rust/corrosion found on the evaporator coil that caused the coil to form holes which led to the Freon leak.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 requested to cancel your policy.  We regret to hear your wishes to cancel your policy.  If you would like to process your cancellation, please contact us 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],We regret to hear your frustration and see that you have cancelled your policy. Please understand that we do not provide emergency or “24 hour repair.”  Our policy states in Section Letter C, Number 2, that we have 48 hours to contact a service provider, in which we did...

contact all of the technicians in your area.Please note that you are only entitled to a prorated refund, per our policy, Section Letter L of Cancellations: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 received a chargeback request from your bank and your request to cancel.  As of May 30, 2017 we have cancelled your policy.  Please contact your bank for the refund. 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 purchased the warranty in October 2015 and my heater was working fine. I also had maintenance done on the whole system by NV Energy in recent years and the units were working fine. I turned my heat on in November again as we had a cold snap. It came on but when it went back off it didn't come on again. I tried it a few times then called to have it fixed. Choice did not honor the warranty and I had already paid the first month's  premium! I had to fork out 375.00 to get it fixed when I was promised "peace of mind" by  Choice. Choice owes me $375.00! That is the only resolution I will accept.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
The technician, a Choice Home Warranty technician, came and physically examined my furnace, and determined that there was NOT rust on my furnace. The technician determined that the discoloration that can be seen in the pictures has been caused by flames coming out, caused by the cracked heat exchanger. You are welcome to call the technician (again), and confirm that it was not rust.
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. The diagnosis that was received stated that the condenser coil was rusted which caused the system to leak Freon.  Per our policy, Section Letter F, Number 1 and 8, we do not cover failures caused by rust and or corrosion. Please note, if a technician can visibly determine the location and cause of the leak, there would be no need for a leak test. 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 $150 to assist you on this non-covered claim, in which you declined. We regret to hear your wishes to cancel.  If you want to move forward with cancelling your policy, please contact our Customer Solutions Department 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

[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].  I will patiently wait as I have done since August 6th.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Choice Home Warranty has totally disrespected me and totally ignored me for over 4 weeks all while I'm losing food and tossing out milk they had no sense of urgency. Like I said it has now been past 4 weeks.  I believe they need to be held accountable and reimburse me for some of my food as well as the 120.00 dollar fee I was charged in which it should have been 60.00 so I have yet to be reimbursed my 60.00. I will accept the next claim for free but I don't buy that they are sorry. Choice Home Warranty are mistreating people and getting away with it. I happen to bite back. I will remind everybody I know not to do business with Choice Home Warranty. So yes I will accept the next claim on them.
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 claims shows it was handled according to the policy. CHW apologizes that there was a delay in obtaining the necessary information from the technician to process the claim quicker. Based on the information that was received from the technician, there is rust and corrosion in the evaporator coil. Section Letter F, Numbers 1 and 8 indicates that rust and corrosion aren’t covered under the policy. CHW doesn’t want to lose any valued customers, you did speak with the cancellation team that advised that according to section Letter L, Number 4 of the policy, that you would receive a partial refund. If you would like to cancel the policy, 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

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 which indicates that under section Letter F, Number 8, rust and corrosion aren’t covered.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear Mr. [redacted],Please review the policy Section B. COVERAGE PERIOD below to answer your question in reference to the start date of the policy and the payments that were to be made.“Coverage starts 30 days after acceptance of application by Us and receipt of applicable contract fees and continues for 365 days from that date. Your coverage may begin before 30 days if We receive proof of prior coverage, showing no lapse of coverage, through another carrier within 15 days of the order date.”The date that you purchased the policy was on 8/1/16, therefore your policy began on 9/1/16, and you placed a claim on 9/5/16 for your Air Conditioning System and a second one on 9/8/16 for the plumbing however that was cancelled due to the fact that you cancelled your policy.We do see that you are receiving a refund per the terms of our policy, Section L. Cancellations and you will be receiving a total of $592.82.We do understand your frustration however, please review Section A. Coverage #3 that states that all units must enter the policy in proper working order as well as section F. #1 that states we do not cover failures that are pre-existing the start date of the policy. The failures that you had in the unit started before the policy began.Your refund will be placed back onto the credit card that you used upon signing up with us and it will be completed in 7-10 business days.Thank you,CHW