Bass Services, Inc.

Complaint: [redacted]
I am rejecting this response because:
I called Choice home warranty and they not only lied to the Better Business Bueral they lied to me. They confirmed the receipt of all required documentation on 10 to 11 June 2016. They gave the claim a second denial on 11 June 2016 because even after the AC company they sent out said the system stopped working due to the compressor ceasing not electrical or maintenance. Choice responded to the Revdex.com on 28 June 2016 and told the Revdex.com they were waiting on pictures that they already had in their possessionThat [redacted] the Manager stated was needed to make that decision.  This is turning into a legal issue and are leing to you and to me.  I even called them back and they still told me that they have the pictures and they never sent you an email staying what you sent me in 28 June 2016.  I talked to the manager [redacted] and he changed his story and says now he wants three years worth of maintained records which I do not know anyone who keeps maint. Records that long on their AC.  They bold face lied to the Revdex.com and to me.  What can be done about it?  Also [redacted] this manager stated that they can just pay the Revdex.com to upgrade their status and forget about this whole ordeal.  This is not how business is to be conducted and I think a class action lawsuit should be filed against Choice Home Warranties.Regards, 
[redacted]

[redacted] ,Our policy is online for anyone to view, CHW is not hiding our policy from anyone. It clearly states in Section A. Coverage #3 that all units must come into the policy in proper working order. It also states in Section F. Limitations of Liability #1 that we do not cover any known or unknown pre-existing issues.  Pre-existing to the policy start date. No matter what the failure is, the unit has to be in proper working order the date the policy begins.  Please take note of Section B. COVERAGE PERIODCoverage starts 30 days after acceptance of application by Us and receipt of applicable contract fees and continues for 365 days from that date.CHW is not making any excuses for the claim to not be covered, we are following the policy and do expect the customers do so as well.We have mailed out the check for the $150.00, this goodwill gesture is to satisfy this claim.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. 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 evaporator and condenser coils failed due to a lack of maintenance.  Per our policy, Section Letter F, Number 12, CHW is not responsible “…for repairs or failures that result from the Contract holder’s failure to perform normal or routine.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 will offer you $350.00 towards this non-covered claim. To accept this offer, please find attached paperwork. Kindly sign, notarize, and return the documents to the attention of “Consumer Advocates” and also include your policy number.  You can return the document by email, fax, or mail.  Please note faxing does take 24 hours to upload into our system.  The fax number email and mailing address are listed below.Email to: [email protected] to: ###-###-####Mail to: [redacted]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.Since you had stated that you would like to cancel your policy, CHW can cancel the policy for you and subtract the $250.00 check that you had already received from your cancellation amount or you can send the check back into our office and place it to my attention.  I will then have the manager in cancellations process the refund from the date that the check of $250 was authorized 9/8/15.

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 the oven claim would not be a covered claim due to the failure that it has.  The list arm was broken and caused multiple failures on the unit, this in not normal wear and tear which is the only reason that CHW will cover a unit.  The technician stated that t the motor and fan were not working as a result of the lift arm being bent.  CHW will only cover failures that are due to a mechanical normal wear and tear which this is not.If you disagree with the outcome, you are more than welcome to provide us with a second opinion however we do want to ensure that you understand that CHW will not reimburse for work that is done without authorization.If you have a technician that wants to provide us with a different diagnosis, please have them contact us at ###-###-#### and speak with our authorization department.We have documented the claim and advised of the above. We do regret your frustration.Regards,CHW

Dear [redacted],   We do see that you have spoken with our Sr. Customer Solutions manager and we are offering to provide you with a refund of the paid policy minus claims paid which comes to a total of $918.50. Our Customer Advocate has sent you an email with an attachment for the...

release agreement that we would need signed in order to process this refund. We do regret the frustration you had with and hope that this mutual resolution is a comparable outcome. Regards, CHW

Dear [redacted]We regret to hear your frustration. Please understand that the technician is unable to properly diagnose the unit due to the dryer being stacked on the washer.  In order to proceed, access will need to be provided for the technician.  Our policy states in Section...

Letter F, Number 2, CHW is “...not responsible for providing access...”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. Please note that this policy is under another name.  Please have the policy holder contact us directly with their questions or concerns.  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 failed internally, and there were Freon leaks coming from the line sets.  These failures occurred due to a lack of proper routine maintenance.  Per our policy, Section Letter F, Number 12, CHW is not responsible “…for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance...”Please note that policy has been cancelled and not eligible for a refund, per 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 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 you paid $325 for the repair/replace of the condenser fan motor and the capacitor.  Please note, that we received a typed word document.  Please submit a detailed invoice from the technician to [email protected] in order for us to process your reimbursement at our cost in the amount of $180.For any further questions or concerns, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm EST. Regards,CHW

CHW does not condone that type of behavior from our employees, it doesn't matter that you are a paralegal; you are a customer and all of our customer are to be treated with respect.  I have forward this complaint to the VP of Operations and she will investigate the calls as they are recorded.We...

do apologize and hope that your next experience with us is much better.Respectfully,TracyCHW Consumer AdvocateOffice of the President

Complaint: [redacted]
I am rejecting this response because:
I do not agree that this was the result of a secondary failure.  It was a result of the primary issue not being addressed properly during the first visit.I also don't agree that I was advised on January 26, 2017  that the technician would require a wire tracing, inside the unit, in order to determine what caused the high limit switch to melt.I understand that all systems and appliances have electrical components.  That's why these electrical components should specifically be listed under the exclusions of the covered appliance.  Instead, Section D.5., says that all components and parts necessary for the operation of the heating system are included in coverage.  I requested a written letter of the non-covered claim on February 24, 2017.  I did not receive it until I called your company back in mid-March to say I had not received the letter.  That's when it was discovered that your company was sending the email to the wrong address.  During that call, stated that the information contained in that email was not sufficient.  In addition, I requested written documentation from the Service Provider on the diagnosis.  I also requested that in my previous response here, and I still have not received that documentation.  What they've told me, and what you're telling me in terms of the cause of the failure do not match.  I have requested this documentation from the Service Provider, and they have not provided it.  Per Section C.3. you have the sole and absolute right to select the Service Provider.  Given that right, please track down and provide the written documentation.Yes, I did replace the heating system without prior approval.  As stated previously, I have tenants with children living in the home.  It was the middle of the winter when the unit failed.  The Service Provider you selected said the unit needed to be replaced.
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. We do regret your frustration and do see that you have spoken with one of our supervisors today and you were offered $300 to help go towards this unit.  You did advise us that you were going to have a second opinion come to your home and contact us with that diagnosis.Once you have the technician come to the home, please have him/her contact us at ###-###-#### and we will document the diagnosis for the second opinion.If you would like to accept the full refund of the paid policy rather than the offer that we have provided to you, we will provide you with the refund of $230.52 which you paid for this policy.We have documented all the options that are available and we will wait for you to contact us.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].   The system needs to be bled and this is a part of routine maintenance. The policy with CHW is not a maintenance policy. The air tube is a part of the system that is responsible for bleeding and wouldn’t be covered, however, it needs to be replaced. When you called CHW, the representative advised that you may seek a second opinion and have it submitted to CHW for review, however, at this time, the claim is not covered according to the policy. Please refer to section Letter F, Numbers 8 and 12 of the policy. Section Letter F, Number 8 states, “We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure”. 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”. Please call the customer service team at CHW directly at ###-###-#### if you have any questions. 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 we do see that the failure that occurred was caused by rust and corrosion.  Per our policy, Section F. Limitations of Liability #1 and #8 state that even if the rust is normal, CHW does not cover this failure. As a good faith offer, we have added a onetime free service call fee to your policy for the next claim that you might have to place.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 the claim shows that it was processed according to the policy.  Based on the diagnosis that we received, it stated that the unit was leaking Freon due to a corroded evaporator coil.  Per our policy, Section Letter F., Number 1, CHW is not liable for “…malfunction or improper operation due to rust or corrosion of all systems and appliances…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied.  We strive to provide the best customer experience, therefore as a goodwill gesture, we offered you $300.00 towards the repair.  You accepted this offer as of 9/23/2017.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: On the invoice [redacted] it clearly states that I have agreed to receive an A/c tune up for $79.00 and correct water leaking problems on indoor coil so the new furnace can be installed per CHN request. I had 2 service done all at once. I had my A/C maintained/ tune-up and I had a new furnace installed in my home. So once again this is just a ploy to get out of fixing/replacing my unit.
Regards,
[redacted]

[redacted]I did speak with you on 3/30/17 and then sent you a release agreement which you did sign and sent back to me on 4/4/17.  The authorization was then received on 4/7/17 which a check in the amount of $300.00 is being sent to you.  Our process as the release agreement states does take 30 business days to process and as the agent you spoke with on the 19th of April explained, you will receive the check on or around that time.Thank you,[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 the claim it shows that you had canceled your policy with us.  Per our policy, Section L. Cancellations, if a customer is to break the contract, they will pay back to CHW whatever the amount that CHW has paid out for their claims plus an administration fee.Please See Section L. CancellationsThis 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.CHW did not charge you for the cancellation of your policy nor the claims that we had paid out for your policy.  Since your policy has been cancelled, we will not be sending you the check for the unit. Your policy has to be in active status in order to receive any type of goodwill or buyout from us.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 [redacted]. Upon review of your claim we do see that the failure was caused by rust which is not covered under our policy.  Please review Section F. Limitations of Liability #1 and #8.  It was stated that the heat exchanger cracked and does need to be replaced however the crack was caused by the rust.  Regardless if the rust is normal part of the unit; it would be excluded per our policy.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 AC claim, I do see that the technician advised you that you had a cracked heat exchanger.  Also, per your conversation with [redacted], he advised you that this is considered to be a lack of proper maintenance, a pre-existing issue to our policy and lastly, CHW does not cover valves.  Your policy started with us on 2/25/15 and your claim was a month later.  An issue such as this happens over time and not within a month of a policy.  I do see that you had spoken to [redacted] and he did offer you a full refund of your policy since you were in a disagreement with the outcome of the claim.  We do apologize, we are not able to cover the claim but if you would like the full refund, we are still offering it to you.  We would not want someone to have a policy with us if they disagree with the policy.We do apologize for any frustration that this has caused and we do appreciate your feedback as this does help us with our customer service and service providers.Best regards, CHW