Bass Services, Inc.

Complaint: [redacted]
I am rejecting this response because:
At NO time during any of the calls I have had with their representatives did CHW ask me to provide maintenance records.  If they review the recordings of the calls they can confirm this. My claim was denied outright each time for "improper maintenance" and I was told that was the final decision.  The licensd technician that CHW sent to my home and that diagnosed my problem also agreed that this was not due to improper maintenance and that it was normal wear and tear.  The fact that that they claim that it was low on freon due to a leak in the coil proves improper maintenance is comical at best.   I have since had another company come and look at my system and they to found the coil to be clean and that the leak was NOT DUE TO IMPROPER MAINTENANCE.  I cancelled my policy because of the inflexibility of the company and have contacted the NJ Attorney General regarding their business practices.  See reference below[redacted]
Regards,
[redacted]

L[redacted],Our last offer to you was a maximum of $450.00 that we could send to you or if you wanted to accept us purchasing a unit for you, we requested that you contact us at 1-888-531-5403.  We have not received a call from you or any update on the claim.If you would like for us to purchase a new unit for you or you would like the funds sent to you, we ask that you contact our customer service department to let them know which one you would like to accept.Thank you,CHW

[redacted]We do regret your frustration however due to the fact that the unit did not enter our policy in proper working order would make this claim not covered per our policy.  Please review Section A. Coverage #2 which states that CHW requires all units to be in proper working order on the start date. We do not cover any known or unknown pre-existing conditions.  The claim states that the unit last worked on the start date which again is against our policy.CHW is offering you a refund of the total paid policy.  $71.66.Please feel free to contact us at ###-###-#### if you would like the refund.Thank you,CHW

Dear [redacted],On 4/5/16, you contacted CHW and you spoke to a customer service rep at 11:49am, she advised you of the reimbursement amount for the fan.  You were very upset with this amount and requested to speak with her supervisor.  You then were transferred to a supervisor at 12:19pm, you advised this supervisor that you thought the reps before were rude, he apologized for that. You stated that you wanted CHW to pay for the same Casablanca unit that you had and he explained that CHW would only at that time pay for a builder’s grade per the policy states. You then stated to him that you wanted to cancel the policy.  He did ask you if you were sure due to the fact that by cancelling the policy, you were then taking responsibility to pay for the installation and he stated that as well.  You advised him that you did not want our tech to do any work and you declined the $70 that we offered to reimburse you.  At that time your claim was cancelled and your policy was as well.  Being that you cancelled the claim and the policy, you are then required to pay them yourself.  You chose to cancel with us therefore the claim and policy were cancelled.We do regret that you are frustrated however you are responsible to pay the technician since you cancelled your policy.  CHW did offer to do this however your policy would have to have been active.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because: All of Choice Warranty's policy exclusions defeat the purpose of a home warranty and your mission statement on your own website and simply allow them the opportunity to deny many legal claims from the homeowner. In actuality, Choice is only a referal source for a handy dandy man. I will call my own, thank you.
Regards,
[redacted]

[redacted],We will be happy to provide you with a full refund of your policy upon signing a release agreement that states that you are happy with the resolution.  We will send the paperwork to you via email from the Customer Advocates email.  We ask that you return the agreement and once returned, we will then provide the billing department with the agreement to refund the funds back onto your credit card.The email that we will be sending it to is what we have on file : [redacted]Thank you,CHW

Complaint: [redacted]
I am rejecting this response because: I was unaware of the existing condition. I did not buy this house new and some of the appliance are old. Unless you do a inspection there could be many "pre existing" problems. I have been using the washer for well over a year and I was using it during the 30 day period. Do you not cover the basket or how long till you do? Baskets do get wrap over a long period of time (5 years). Does that mean I have to have your service for at least 5 years for your company to cover it.  Thank you for taking my $100 and provide me with no service but you should have a longer wait time before customers can actually use there plan or do a home inspection to ensure home owners appliance are in good working condition. Not all home owners are competent people when it comes to Washer and Dryers so how can home owners be help responsible for determining if a appliance if is proper working condition? There is a reason why we rely on inspectors to ensure quality of work in various fields.  I think your company is a giant scam and you use home owners incompetence to your advantage. You might as well start selling "lemon" cars and say well you should have looked inside the engine and check the gaskets before you bought the car when someone returns the car due to bad gaskets.  Long story short your a warranty company that did not upheld your obligation because I was unaware my working washer at time of purchase had a flaw because I know nothing about washers.  I will not be satisfied until you return all my money that I paid for the warranty and the cost of the inspection. So $145
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. Upon review of your policy, we show that you do have a customer portal that you can place any claim into.  You do not have to contact our customer service department however you can place it through the account center by placing your email and policy number. Please note that our policy does not cover foundations of the outside area and we would have to have a diagnosis for the pipes leaking.  Please note our policy states: “1. POOL AND/OR SPA EQUIPMENT INCUDED: Both pool and built-in spa equipment (exterior hot tub and whirlpool) are covered if they utilize common equipment. If they do not utilize common equipment, then only one or the other is covered unless an additional fee is paid. Coverage applies to above ground, accessible working components and parts of the heating, pumping and filtration system as follows: Heater – Pump - Motor - Filter - Filter timer - Gaskets - Blower - Timer - Valves, limited to back flush, actuator, check, and 2 and 3-way valves - Relays and switches - Pool sweep motor and pump - Above ground plumbing pipes and wiring, except: EXCLUDED: Portable or above ground pools/spas - Control panels and electronic boards - Lights - Liners – Maintenance - Structural defects - Solar equipment - Jets - Ornamental fountains, waterfalls and their pumping systems - Pool cover and related equipment - Fill line and fill valve - Built-in or detachable cleaning equipment such as, but not limited to, pool sweeps, pop up heads – Turbo valves, skimmers, chlorinators, and ionizers - Fuel storage tanks – Disposable filtration mediums – Cracked or corroded casings - Grids - Cartridges - Heat pump – Salt water systems.” You can view this online at the address listed above as well, we also urge you to review the policy sections F. Limitations of Liability. We do regret any frustration that you have gone through and we will allow a claim to process by skipping the last payment for you.   Regards, CHW

Complaint: [redacted]
I am rejecting this response because:
Claim was made a week before billing period ended. Choice did not provide the service as described. Service man did not show or call. I still have a broken stove.C. SERVICE CALLS – TO REQUEST SERVICE: [redacted]1. You or your agent (including tenant) must notify Us for work to be performed under this contract as soon as the problem is discovered. We will accept service calls 24 hours a day, 7 days a week, 365 days a year at [redacted]. Notice of any malfunction must by given to Us prior to expiration of this contract.2. 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. We will determine what repairs constitute an emergency and will make reasonable efforts to expedite emergency service. If You should request Us to perform non-emergency service outside of normal business hours, You will be responsible for payment of additional fees and/or overtime charges.3. We have the sole and absolute right to select the Service Provider to perform the service; and We will not reimburse for services performed without prior approval.4. 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, except as noted in Section C (5), and is payable to Our approved Service Provider at the time of each visit. The service fee applies to each call dispatched and scheduled, including but not limited to those calls wherein coverage is included, excluded, or denied. The service fee also applies in the event You fail to be present at a scheduled time, or in the event You cancel a service call at the time a service contractor is in route to your home or at your home. Failure to pay the Service Fee will result in suspension or cancellation of coverage until such time as the proper Service Fee is paid. At that time, coverage may be reinstated; however, the contract period will not be extended.5. If service work performed under this contract should fail, then We will make the necessary repairs without an additional trade service call fee for a period of 90 days on parts and 30 days on labor. 
Regards,
[redacted]

I have had Choice Warranty two different times in the last several years.  The first experience I had with them I reported a leak in the pool filter pipe.  They referred a pool company to come out and check the problem.  After a week of waiting on the tecnician, I received a call from Choice saying he had called in and reported that my pool filter was hit by lighning and therefore Choice rejected my claim.  I told them at that time that the technician had never been out to even look at the problem and just made that up.  They apologized and took my compaint and fired the technician but still refused to cover my claim.  I immediately dropped them and picked up [redacted] I had them until Choice called in the spring and gave me a cheaper deal so I reluctantly dropped my previous Warranty on the day my Choice Warranty took affect. Both claims I submitted to Choice were rejected because they said they were pre-existing.  The first one I paid and did not argue with them but when they rejected the second I finally spoke up. I had another warranty company up until the day that Choice took over.  I would have turned this claim into the previous company if this has pre-existed prior to Choice Warranty taking affect.  Secondly, Choice requires a 30-day waiting period at the time of you signing on with them (which they charge you the monthly premium for) to prevent anyone reporting a pre-existing condition. So I had waited my thirty days and was told when I signed up that I could file a claim beginning the first day my policy became effective and anytime thereafter.  No where in there policy does it state that if you file on a certain day after your policy takes effect that they willconsider your claim to be pre-existing.  Because I filed soon after the effective date of my policy they said that raised a red flag.  I have had a home warranty company for 30 years and have never had to deal with these problems.  When I spoke to Russ, the manager, he wasn't willing to make things right even though he didn't have an argument as to why they were not covering this $56.00 part.  I even bought the part and put the part on myself to save them money.  Only when I threatened to report them to the Revdex.com did he agree to reimburse me for my part.  I have the email that it was in process.  My next premium date was coming up in a couple of days and I chose to cancel my policy because of all the problems I have had with them.  In their response, they said that they could not fuflill their agreemet to pay for the part since I cancelled my  policy.  It is a warranty company's responsibility tocomplete repair of your claim if it has been reported and currently in process prior to you cancelling your policy.  That is my argument to Choice  that even though I had cancelled my plan,  I had an active claim that they had agreed to pay for I process.   If they do not fulfill their obligation then I would like to move forward with the next step of getting them on the Revdex.com list of unethical companies. I do not want them to be able to continue this practice with other customers. Please let me hear from you on the status of my claim once you receive this. Thank you

Dear [redacted]Please note that the claim that you filed prior to this one is not considered maintenance for this unit.  Maintenance is something that you have completed on your own on a yearly basis by following the manufactures specifications.  CHW does not cover maintenance and this is what the unit lacked.  If you have documents showing that the unit had routine maintenance please send them to us at [email protected] and our authorization department will review. Please note Section F. Limitations of Liability #12 that states “12. 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 routine 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. In the event a claim is denied, and a customer seeks to have CHW review that denial, CHW has the right to request routine maintenance records in reviewing its decision.”We will be happy to review the records once they are provided.Thank you,CHW

Dear Allan [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 policy, I do see that you had requested to cancel.  CHW did cancel the policy and we did deduct the amount of the goodwill gesture that we were going to send to you but since you cancelled you would not receive this amount.  We did refund your credit card to reflect the $531.21 that we had taken out originally.  Your refund is now correct as you had paid us $1875.00 minus the $50 administrative fee of $50 and had the policy for 5 months comes to a total of $1616.65 that has been provided back onto your credit card for you.We do apologize for the mistake; you will see the refund on your credit card in a couple of days.Best regards,CHW

Complaint: [redacted]
I am rejecting this response because: The leek was in the coil, and the repair person knows that.   I watch him perform the test and he showed me the leek.
Regards,
[redacted]

CHW has qualified technicians to be able to effectively work and fix the customer's problems. The technician's are required to provide a detailed diagnosis in which we are able to base our decision. As we do respect our customer's, you are not required but we do invite you to send in your records to review the claim. Regards, CHW

Dear [redacted] We understand your frustration however due to the claim not being covered under our policy, we are offering to provide you with a refund of the paid policy and subtract the amount that we have paid on claims.  This would be a total of $349.00.  If you would like to accept this amount, we ask that you contact us at ###-###-####. Thank you, CHW

Complaint: [redacted]
I am rejecting this response because:
A lack of routine maintenance did not exist. I had services done in the summer that year. What I know for certain is, that your business never was reported a diagnosis from either of the technicians that came to my residence that there was any evidence of a lack of maintenance. The denial for my claim was made internally by Choice with no evidence or no cause. I was more concerned about providing heat for my family and baby than going through an appeal process with a warranty company I knew was trying to avoid the costs for my repair. 
Regards,
[redacted]

Dear [redacted],  We can after reviewing the claim, we do see that a leak test was requested to find out if the unit could have been fixed.  Looking at the unit, the technician stated that they could not see a leak; they could see that the unit was not properly maintained however if the leak could have been fixed, we would have been willing to do so. Our policy does not cover the leak test itself as stated in the policy under Section D, Coverage #4.  CHW did not charge you directly for this test, the technician from Long Engineering did. If you feel as though you should be reimbursed that amount that they charged you, we ask that you contact them for your reimbursement. From the diagnosis that we see and were provided with (3) the unit was low on Freon and in order to see if it could be fixed, they needed to see where it was leaking from and again if it could be fixed. It was advised to us next that the capacitor and the thermostat was bad, CHW did pay for these two parts to be fixed in the amount paid to the technician of $275.00. The last diagnosis that was provided to us stated after the test had been done that the leak was at the service line port, it could not be repaired due to the amount of rust that caused that leak. We do regret your frustration, we would like to offer you an extra months coverage which would make the policy end on 9/7/17 rather than the date of 8/7/17 (you already were provided with an extra month upon signing up, this would be an additional month) plus a onetime free service call fee to help with your next service that may be needed. We do see that the name [redacted] is not the policy holder for this policy.  If you would like to accept this offer, we ask that the policy holder does contact us to accept. We do urge all customers to review the policy’s terms and conditions, we do expect that all units are maintained properly as per the manufactures specifications and we do not cover failures that are caused by rust or corrosion.  We do hope that you accept our offer and if you do, please contact our customer service department and they will add the extra month as well as the onetime free service call fee for you. 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], and find that this resolution is satisfactory to me. I do find it funny that when I tried to ask in more information about a policy you changed which policy you referenced. I realize that you are giving me about $115.00 in credits so that is why I accepted. With a little creativity you were able to help rich my general asking of $360. Thank you.
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 our web site at [redacted].
Upon review of your claim, we do see that you stated that the water heater was leaking from the bottom of the unit. Per the diagnosis that we received, the technician stated that the unit had a bad thermal expansion valve and the tank itself was in need of replacement. Per our policy, Section D. Coverage # 6. Thermal expansion valves are not a covered item as well as the actual tank. Being that the tank itself was in need of replacement caused this claim not to be covered. CHW covers the heating elements that make the water hot; we do not cover the tank due to it being a holding vessel for the water.
We do see that the other claims that you have placed with us, we were able to assist you on them however we do regret that this claim in not covered per the terms and conditions of our policy.
Regards,
CHW

Dear James [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 12 states 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. Additionally, number 19 states 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. Although maintenance records aren’t required, you are invited to send the maintenance records to show that you have had proper routine maintenance for your claim to be reviewed in hopes of a more favorable outcome.   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