Bass Services, Inc.

Complaint: [redacted]
I am rejecting this response because: its truly unfortunate that all items which were brought up in the complaint were not addressed in the response - including the less than favorable exchange between myself and the manager with the masters degree. Additionally, I find Choice Home Warranty as extremely deceptive since at the time of contract - the agent stated that Choice Home Warranty has one of the most comprehensive coverages in the Home Warranty industry. Furthermore, this same sentiment is expressed repeatedly while on hold for over 50 minutes when waiting to speak with an agent. I find there to be a complete disconnect between that which is agreed to at the time of contract and that which is included /excluded in the actual contract. In fact, the number of exclusions outweigh the inclusions 10 fold. The abrasive attitude of the agents most certainly leaves a great deal to be desired as well. This matter will also be brought to the attention of Texas Real Estate Commission, the entity which governs home warranty companies - including deceptive practices. 
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 it was processed according to the policy.  Based on the diagnosis that we received, it stated that there was a burnt up control board due to an improper previous repair.  In addition to that, the heat exchanger was cracked due to rust and corrosion.  Per our policy, Section Letter F., Number 11, CHW does not cover failures that are related “…improper installations and improper previous repairs.”  Section Letter F., Number 8, CHW is not liable for repair of conditions caused by “…rust or corrosion…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied.  Please note that our policy states in Section Letter F, Number 19, that CHW “…is not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performance…”We do apologize for the inconvenience.  Please contact the technician [redacted] at ###-###-#### to discuss this matter. Due to your dissatisfaction you requested to cancel your policy.  As of 11/14/2017, your policy has been cancelled and your prorated refund is currently processing.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. Please understand that there four reasons why a compressor will short to ground:• Lack of Maintenance• Acid Burn Out• Power Surge• Lightening All of which do not occur from normal wear and tear. You mentioned that you unit is serviced every 2 years, however, it is recommended that a unit be serviced and maintained 1-2x a year.  If your unit was not properly and routinely maintained, this would’ve contributed to the compress overheating and failing.  We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted],
Per our policy, Section Letter F. #9 states:
“9. We have the sole right to determine whether a covered system or appliance will be repaired or replaced. We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color.”
Since you chose not to accept the offer that we were going to provide you with, we provided you with the funds that we would have paid for the unit. This is stated in Section Letter F. #16
“16. We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (which at times may be less than retail) to repair or replace any covered system, component or appliance.”
We do see that the funds have been authorized for you, if you do not wish to accept the funds, you can send the check back and we can authorize the unit that we had offered.
CHW is offering one of the two options, the check or the unit that we chose as stated above.
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 claim, we do see that CHW purchased a new unit for you in the amount of $521.48. We do regret that you do not approve of the unit that we had purchased for your home but do see that you did accept the make and model when provided to you.Upon review of the policy, we do see that you had two other claims that were paid out on in a total amount of $35.00.  If you chose to cancel the policy prematurely with us, you would be responsible to pay an administrative fee of $50 plus the balance of what we paid out on your claims which is a total of $556.48.  CHW would then provide you back the months not used on your policy.  If you were to cancel as of the day you placed this Revdex.com complaint 1/14/16, your refund would be $443.52. Your cancellation fee would be $50.00 as stated in the policy Section L. Cancellations and you would be provided back the months remaining by subtracting the used months.  Please see below:Customer Paid: $1650CHW paid $556.48Administrative fee $50.00Months used at $60 per month (10 months) $6001650-50=1600-1600-556.48=1043.521043.52-600=443.52If you would like to cancel your policy, CHW would be willing to do so but it would be at our pro-rated amount that we had advised you.We do regret your frustration, we do however urge customers to read the policy before they sign up online as you did, this way you can view the coverage and see what the included items are as well as the excluded.Best regards,CHW

Dear [redacted]We regret to hear frustration and apologize for the inconvenience.  Your claim has been dispatched out to all of the available technicians in the area again.  Please note that if you do not want to wait for a technician, your other option is to go through the reimbursement process. 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 covered in accordance with the policy. The policy section Letter F, Number 12 indicates We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement. You did submit invoices which showed repairs that were completed on your water heater as well as records from your previous warranty company. However, these are not records to show that you have had proper routine maintenance performed in accordance with the manufacturer of the unit. These records will not show inspections but instead routine maintenance that will contain information related to pressure and amp readings, etc. CHW doesn’t require that routine maintenance records be provided, however, you are invited to submit this information to have your claim reviewed in hopes of a more favorable outcome. At this time the claim will not be covered.     We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted],Please be advised that our Consumer Advocates have emailed you the paperwork to process your cancellation and process your full refund.  Please refer to your email and follow the instructions as stated. Regards,CHW

Complaint: [redacted]
I am rejecting this response because:I have already responded to this message, but I will respond again.I have NOT received a check and WILL NOT remove this complaint until this alleged check is received. My original response to the e-mail was submitted in the allotted time frame.

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 claims that you have placed have indicated that they have been handled per the policy. The claim for the refrigerator that was placed hasn’t been completed as of this time. The scheduled service appointment is for October 7th. CHW apologizes that the technician that was initially dispatched for the claim doesn’t service the brand of unit that you had. An appointment has been secured. Section Letter C, Number 3 of the policy indicates that CHW requires prior approval of claims. This will ensure that you are aware of the coverage. You have indicated that you would like to cancel the policy. CHW doesn’t want to lose any valued customers, however, in order to cancel, please call the 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

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 claim for your water heater [redacted] Heating & Cooling diagnosed the unit to be leaking from the actual tank itself.  Per our policy, Section D. Coverage CHW doesn’t cover the actual tanks for the water heater. We do however cover the heating elements for the water to heat up.The policy that you had purchased was provided to you 30 days prior to the coverage period.  If you contact us and state that you needed something repaired, CHW will provide a technician because we are not there and cannot see what the issue is exactly. The people that take the claims or if you place the claim online, there is no way for us to know what the actual failure is without having a technician come out. If you had stated that the water heater is leaking from the tank, we would have advised you that this is not covered then ask if you would want a technician. We do assume that customers read the policy and understand it and if they don’t, we do expect questions.  Please always feel free to contact us with any questions that you may have.CHW is not able to refund you for the service call fees due to the policy guidelines. This money does not go to CHW; it is a fraction of the cost that the technician gets paid to come to your home.  CHW then provides the service provider for the remainder of the travel cost and service call fee. We do regret your frustration with these claims however CHW is in full compliance with the terms and conditions of 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 [redacted]. Upon review of your claim, we do see that you placed a claim for your Air Conditioning System. CHW was provided a diagnosis stated that the evaporator coil was leaking water, the unit was corroded in the evaporator pan, and also these parts are mismatched coil on the condenser. Per our policy, Section D. Coverage #4 states that CHW does not cover water leaks, mismatched systems and also rust or corrosion.  We do see that you had a second opinion that provided us with a diagnosis and we were informed that the heat exchanger and assembly to be in poor shape. Not properly maintained. This would result in a crack such as this. Limitations of Liability #12 which is a lack of proper routine maintenance. We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted] A [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 our Total Plan coverage policy for one year, with the optional “Well Pump” and “Septic System” coverage on July 7, 2017.  Your policy coverage became effective on August 7, 2017, as our policy states in Section B of Coverage period:“Coverage starts 30 days after acceptance of application…”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 could not occur during the short lifespan of your policy as it takes time for this failure to develop.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 were not satisfied.  We strive to provide the best customer experience, therefore, as a goodwill gesture we offered you $100.00 to assist you on the non-covered claim.  You accepted this offer and CHW authorized the funds to the technicians at [redacted], to apply towards the repair bill.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] and find that this resolution is satisfactory to me.
Regards,
[redacted]

Dear [redacted],We do regret that you disagree with our policy and the outcome of this claim however this claim is pre-existing to the policy.As a good faith offer, CHW is willing to provide you with a full refund of the paid amount that you paid for the policy of $71.66.This is the only offer we are providing to you and if you would like to accept, please contact us at ###-###-#### to receive a release agreement.Thank you again,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 our web site at http://www.choicehomewarranty.com/user_agreement.php .  Upon review of your policy that began with CHW on 7/9/15, you placed a claim for your AC unit on 8/6/15.  The technician’s diagnoses stated that the scroll compressor was shorted and tripped the breaker. This takes a long time to happen and if the unit was proper maintained it would have been seen.  CHW doesn’t cover failures that result from a lack of proper maintenance and that result of not coming into the policy in good working order. 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.  We do appreciate your feedback as this does help us with our customer service and service providers. Choice Home Warranty was in full compliance with its terms & conditions.Best regards,CHW

Dear [redacted]You mentioned that the email sent to you stated: “This is the email confirming our conversation and it overrides the specific exclusions discussed at the time we spoke.”That statement clearly states “specific exclusions” not all exclusions.  Again, based on the call review, it was confirmed that the specific exclusion was “Pre-Existing.”If you would like to accept the offer $1,000 and cancel your policy – due to your dissatisfaction, please contact us directly. Otherwise, if you would like to further dispute this claim, you may get a second opinion.  If you choose to get a second opinion, please submit it to [email protected] for review.  If the diagnosis is different, we would adjust the outcome of the claim accordingly. 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 reviewing your claim it appears that the technician that you hired completed work without obtaining the prior authorization necessary. There is a procedure in place in which we send a reimbursement form that needs to be completed and returned and in an effort to protect our customers and ensure coverage, we have a prior authorization process that is also in place. As outlined in the policy section Letter C, Number 3, we will not reimburse for services performed without prior approval.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

WE have Choice HOme Warranty for over 7 properties since 2013.  WE have referred over half a dozen new customers who joined.     We regret in saying Choice has not covered our homes to date .      Choice uses substandard AC repair persons who know nothing about Ac .      WE were denied by Choice after the tech stated leaks  auto denial .  Yet when we replaced the AC and two companies tested our old unit, it did not have leaks,     This was brought up with Choice and they did nothing.    The tech has no certification on file with choice as Choice hires techs without even asking for Certification .       One of the AC techs we know attested to this and will not work for Choice because he doesn't want to go behind a person who already collected the 45. 00 and not get paid .     Another appliance call on our properties was denied by a person not licensed or certified what so ever.   We've gone behind this person numerous times as we are licensed and certified appliance repair techs and worked for choice going behind this person who collected the 45. from everyone we were called out to .   Choice has a problem charging for home warranties, having customers pay a fee of 45. 00 to their supposed tech and then denying claims.     Choice does not do anything about substandard work .   Since Choice requires payment from customer of 45. 00 to a tech, Choice is responsible for this .     Perhaps this should be addressed with attorneys.  We want refund of everything we ever paid to Choice and techs or credit for all the denials and when we ask for another tech, the opportunity to have another tech that is qualified .    We request credit for the difference of the new AC we purchased and had installed but did not need to on one property.    The market is competitive ,   Choice should improve their standards of performance and quality ,  losing all their customers to other warranty companies in our area.  They have a bad name on the Treasure Coast and not doing anything to improve it.

Dear Dinesh [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 the policy. Section Letter F, Number 8 states that 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. Based on the pictures that were received from the technician, it has been determined that based on the rust and corrosion the claim will not be covered.   Regards, CHW