Bass Services, Inc.

Complaint: [redacted]
I am rejecting this response because:
That is incorrect. We have had a second opinion come out and service our HVAC and found that the Compressor failed for no known reason. There is nothing showing it was due to a shortage and Adam from [redacted] has called your Authorization department and given his diagnosis which then your representative Ike said "so it was do to a short to ground" Which Adam never said those words or even implied that and kindly told him the diagnosis he received which should all be notated on there. I assume your calls are all recorded so you may go back and listen to conversation. Ike also asked Adam if the felt our HVAC was clean and well maintained to which he told him yes it was and we have it serviced regularly. We have owned this house for 2 years and have always had it serviced. Our HVAC is 13 years old so yes things are going to fail in it over time. This was due to normal wear and tear and I have had 3 technicians inform us of that and that it did not fail due to a shortage from the compressor. I will NOT accept $142 as money to "keep us quiet" I have also read online that this is another way of you guys getting out of paying out claims that should be paid out. I will only accept the full refund of the compressor that we are being charged for which is $1500. I will literally go as far as getting a lawyer and suing your company because you are refusing to pay for something that is covered and should be covered due to normal wear and tear. No matter which way you reword what is told by the Techs and managers who have been in this business for 20+ years it is due to normal wear and tear. Your staff has been very rude each time we have called and cuts us off each time. Choice Home Warranty has been sued about a year and half ago for this exact reason and forced to pay out so I find it crazy that you still will not cover our compressor when 3 different technicians have stated this is due to normal wear and tear and should be payed out by the warranty company. We are entitled to our denial letter which still has not been emailed though Joe claims it has please send us the denial letter because we will be taking everything to a lawyer and taking legal action since you still stand by the fact it is not normal wear and tear despite multiple technicians giving you a diagnosis that shows normal wear and tear. 
Regards,
[redacted]

Dear [redacted]As we have stated, the failures with the AC system are failures that were caused by another part of the unit.  Per our policy, we do not cover secondary failures.  We understand that there will be something that makes another part of a unit or a system fail however that is part of the policy that states we will not cover. In reference to the Heating System claim, your technician stated that the induce housing has a crack which was caused by rust/corrosion.  Per Section F. Limitations of Liability #1 and #8 this is not something that we cover.  CHW does not cover failures that are caused by rust or corrosion.In reference to the Air Conditioning System claim, there was a leak that was reported to us and if there is a leak, we do not know if it can be fixed without seeing or knowing where it is.  Our policy does not cover leak tests and if there is a leak, we are going to ask how the leak happened, if it is something that was done by rust or corrosion, as the other unit/claim, we will not cover it.  However, your technician stated he could not find exactly where it would be and that it is cheaper to replace the coil.  Our policy does not allow us to replace a coil unless we know why it failed.CHW has offered you a refund of the policy, minus the claims that we have paid for the policy to provide you with a refund of $175.00.  We do see that you contacted us on 9/9/16 and accepted this offer and we did provide you with the paperwork.  Once we receive the release agreement back, we will provide you with the funds to cancel your policy.Thank you,CHW

I am rejecting this response because:A system doesn't operate properly for thirty+ years without proper maintenance.  A thirty-year-old system doesn't look shiny and new.  There will be wear and tear and dirt involved.  Once the fan was replaced as mentioned in the response, the system never worked properly again.  We did ask to use our own technician because the technicians sent for previous repairs were out of town technicians driving at least an hour to arrive.  We wanted a LOCAL, well established company that could ensure the proper maintenance and parts quickly.  Everyone knows it is just a matter of time before a system this old will need to be replaced - it will NOT last forever regardless of how well it was maintained.  We live in East Texas and summers are brutal with over 100 degree days.  It is absolutely ludicrous for the warranty to not cover at least a partial replacement cost for a unit of this age.  The company never even offered a partial settlement.  You can't have it both ways - if a system is maintained it may last triple the life expectancy as ours did.  If it is not well maintained (as the company is suggesting) it can NOT last thirty years.  It is only one or the other, not both.  The fact that the unit did last 30 years is PROOF that it was well maintained.  The pictures sent by the company were simply validating that this unit had performed its service well and needed to be completely replaced.In in reading online reviews, it appears this company has a significant aversion for paying for heating/air replacements.  Countless stories are available stating the unit was not maintained.  This certainly appears to be the standard response for the company.  There are also numerous providers with cases against the company because they have not been paid for services rendered, which could possibly be the reason the local established providers in our town will not agree to work with the company.

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, I do see that CHW has paid out $1084.00 of your claims.  I do see that you had placed a claim for your AC and we were not able to cover that claim due to the fact that the technician stated the compressor terminals were grounded; burnt at connections.  This caused the system to malfunction.  Unfortunately, this is not a normal wear and tear and it would be considered to be a lack of proper maintenance.Per our policy we do not cover any units that fail due to a lack of proper maintenance or that are not normal wear and tear.  Please see Section F. F. LIMITATIONS OF LIABILITY1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.4.     We are not responsible for the repair of any cosmetic defects or performance of routine maintenance.8.     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.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 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.Lastly, you had already chosen to cancel your policy with us therefore we are unable to approve any claims for you anymore.  We do regret any frustration with this claim or for any other claims that you may have had. 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.Best regards,CHW

As part of a resolution I reached separately with Choice Home Warranty, I am required to affirm that the complaint was fully remedied in order to receive compensation from the company. I have attached the signed and notarized copy of the release agreement between me and Choice Home Warranty for your reference.Please let me know if you have any questions or require any additional information.Thank you,

I am rejecting this response because: why should have had to pay for a leak detection if the claim was going to be denied anyway.  After the leak was detected I was told the it was not covered because it was the fact that the unit was pre mature wear. They said the coils should "on average" last around 30 years.  My unit was 22 years old.  If they would have told me that first off, I would not have paid the $150 for the leak detection to begin with.  All they had to say was your unit was not 30 years old or older so there would be a good chance Choice would not cover the leak. Choice made me feel that if they could locate the leak then they would warranty the repair. Explain to me under my circustance what kind of leak would have been covered if it was not the coil.  By the way, our AC units have been serviced regularly every year so there was no neglect with the equipment on or end.

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 only if they match the features, capacity, and efficiency of my existing frontload washer 5.2 capacity with Steam treat and vibration guard, electronic control with pedestal per their contract section F item 9:9. HWA has the sole right to determine whether a covered system or appliance will be repaired or replaced. HWA is responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color. HWA is not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governments.I will not accept anything other than a Front Load Washer with a capacity of 5.2 cu. ft. with steam treat and vibration guard.
Regards,
Lou Hopkins

Dear [redacted] Please be advised that our Consumer Advocate has emailed you regarding your request, please refer to the email and follow the instructions as advised. RegardsCHW

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]
 
Records indicate that you have had an opportunity to speak with [redacted] and that your account has been canceled. A cancelation email was sent to the email address on file on August 1st.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

CHW has been attempting to work with you on the resolution of this claim. A message was left 2 days ago by a supervisor to please call CHW at [redacted] to discuss the claim.  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 handled in accordance to the policy section Letter F, Number 1 in which rust and corrosion are not covered under the policy. If your system has been leaking you would need to have a leak detection test done to determine where the leak is coming from which is causing a loss of Freon. The policy indicates in section Letter D, Number 4 that leak detection tests are not covered. As a result, the customer would need to pay for the leak detection test to isolate the problem. In this instance however, there was rust and corrosion which are not covered under the guidelines of the policy.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted]You recently spoke with our Customer Solutions Specialist who advised you that we will send out an Electrician and plumber to upgrade the system and cap off the gas line. For any further issues or concerns, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST.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 inverter board needed to be replaced and the condenser coil needed to be clean. Please understand that when the coils are clogged, it will cause the system to over amp and overheat.  This will also cause the unit not to cool properly.  The uncleaned coils caused the inverter board to overheat and fail.  Per our policy, Section Letter F, Number 12, “We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance.” 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 funds in the amount of $100 as a goodwill gesture to assist on the non-covered claim, however, you declined and requested to cancel your policy. You spoke with our Customer Solution Specialist who also offered $100 to assist, however you declined as you insisted on cancelling your policy. Please note, that you disconnected the call with our representative, therefore we were unable to process cancelling your policy. If you would like to move forward with cancelling your policy, please contact the Customer Solutions Department at [redacted] Monday-Friday 9am-6pm EST to complete your request. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Not sure of who "she" is but reviewing your claim, I do see that on 10/1/15 the policy was provided a credit to the credit card on file and the policy has been cancelled.CHW

I am rejecting this response because:  I purchased a total of three policies and paid for one policy twice.  The refund the gave was for two of the three policies.  Still waiting for refund of third policy cancelled which was paid for twice.  Explain this every time I contact them.  I am owed $2250.
Regards,

[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],   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 it was processed in accordance with the policy section Letter C, Number 3 in which CHW is not responsible for services performed without prior approval. Additionally, CHW does not offer emergency services. 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.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

CHW would like to assist however, cannot make any authorizations on accounts that are not current.  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 indicates that the claim was handled in accordance with the policy. The diagnosis that was received from the technician was that there was water leaking excessively and that the boiler was leaking due to corrosion. Section Letter F, Numbers 1 and 8 of the policy indicate that CHW is not responsible for repairs related to rust and corrosion. As a result, this remains a non-covered claim. 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

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 started on 5/15/15, you stated that your unit stopped working on 5/16/15 and you placed a claim for it on 5/18/15.  Per our policy, all units must come into the policy in good working order.  Your dishwasher had multiple failures and those failures could not have happened within the day of the policy began.  Those failures would have taken longer than one day to occur.  Please see the policy Section A. Coverage #3 Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or  multi-unit home) is applied, and appropriate fee is paid. Coverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE:  This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.I do apologize that this claim was not covered but our policy is very clear and states that we will not cover any known or unknown pre-existing issues. Please see Section F. LIMITATIONS OF LIABILITY1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.Please contact our cancellations department if you would like to cancel the policy that you have purchased with us.  We do not want to lose you as a customer but we do have to abide by our policy.  I have mailed you another copy and emailed you one as well.