Bass Services, Inc.

CHW continues to work diligently to handle all incoming calls and inquiries on the website in a very time efficient manner. CHW apologizes for any delay you have incurred, however, the goal is to provide outstanding customer service which may take longer to address the needs of the customer. The feedback from customers is extremely valuable and if you were treated rudely by a technician the information will be passed on to the Vendor Relations Manager to have this documented and addressed. A request has been placed for the cancellation department to reach out to you to handle your request to cancel your policy. If you have any questions, you may call them at ###-###-####.   Regards, CHW

Dear [redacted],We regret to hear your frustration.  Please be advised that we received a Chargeback Dispute back on 9/7/2016.  In order for CHW to move forward, please contact your bank or retrieve your bank statement showing that the dispute case was settled and your bank returned your funds to CHW.  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 compressor shorted to ground.  This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor.  This failure does not constitute normal wear and tear as there are many safeguards that work to prevent these types of failures.  Per our policy, Section Letter A, Number 2, we cover failures that “Become inoperative due to normal wear and tear…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you understood.  We strive to provide the best customer experience, therefore, as a goodwill gesture we have placed a onetime free service call fee onto your policy; this can be used on your next claim. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Complaint: [redacted]
I am rejecting this response because:I said in the message I bought a new one I did not say it was installed yet. It does take awhile to ship direct from the mfg.
Regards,
[redacted]

Dear [redacted],We do regret that you felt as though our Customer Service was rude, we do not condone that type of behavior, however we did listen to the call and did hear that our rep was trying to explain to you the terms and conditions of our policy in which you were very upset.  Our customer service explained that when parts are no longer available per Section F. Limitations of Liability #9, CHW If parts are no longer available, We will offer a cash payment in the amount of the average cost between parts and labor of the covered repair. We understand that the technician advised you that you would need a new unit because the one that you have is outdated however CHW is proceeding per the terms of the agreement.The offer for the parts that are no longer available was $180.00, we are willing to increase this offer for you however please note that this is for the part and the labor not for the entire unit.  We are offering to increase the offer to $350.00.If you would like to accept this offer, please contact us at ###-###-####.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 [redacted]   Upon review of your claim it appears that the Air Conditioning System claim that you submitted was not covered in accordance with the policy, section Letter F, Number 19, we are not responsible for repairs due to secondary damages. Based on the technician’s diagnosis the compressor was already stressed as it was running with a weakened Cap and CFM.   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 submit your detailed diagnosis to [email protected] for review.  Once we receive the outcome, we will reach out to you. 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 policies I do see that CHW has been able to assist you in the following claims:  For Policy [redacted]:Claim #[redacted] for your Heating SystemClaim # [redacted] for your Water HeaterClaim # [redacted] for your Garbage DisposalFor Policy [redacted], we were able to assist you with the following claims:Claim # [redacted] for your WasherIn regards to policy [redacted], claim # [redacted]; unfortunately, CHW does not cover the actual tanks of the water heater as specified in the policy, Section D. COVERAGE 6. WATER HEATER (Gas and/or Electric)INCLUDED: All components and parts, including circulating pumps, except:EXCLUDED: Access – Insulation blankets – Pressure reducing valve – Sediment build-up – Rust and corrosion - Main, Holding or storage tanks - Vents and flues - Thermal expansion tanks - Low boy and/or Squat water heaters - Solar water heaters - Solar components - Fuel, holding or storage tanks - Noise - Energy management systems - Commercial grade equipment and units exceeding 75 gallons - Drain pans and drain lines - Tankless water heaters.The actual tank has no mechanical function expect to hold the water.  Choice Home Warranty does cover the actual elements that heat up the unit but again, not the actual tank itself.We do apologize for any inconvenience that this claim has caused you.Best regards,CHW

Complaint: [redacted]
I am rejecting this response because: There is misinformation on the Company's response to my Revdex.com complaint. My original complaint was BEFORE the Company rejected my claim. My complaint originally was not being able to get in touch with a technician and being on hold with Choice for excessively long times.Since I filed the Revdex.com complaint, I was assigned a THIRD TECHNICIAN (the first 2 never showed up) and it was 1 full week from the date I filed a claim until that technician finally showed up on Friday 6/17/16.  The technician diagnosed the problem as being a burnt contactor, bad capacitor and burnt fan motor.  He did NOT say that is was low on freon because he had NOT put any gauges on it to check the freon levels.  It was, in fact, NOT low on freon when the levels were later checked.  We clean and maintain this unit very well, including installing new filters, rinsing the condenser with a hose, etc.  We moved into the house less than 2 years ago, had a home inspection in October 2014 and had an HVAC company inspect and clean the unit in 2015.It was working on 6/9/16 when we left home.  When we returned late that evening it was blowing hot air.  Our policy was purchased in April of 2016 and has been in effect since 5/19/16.  So, this policy was in effect when the unit stopped working on 6/9/16.  I filed my claim with the warranty company on 6/10/16.As a remedy, I want to receive more efficient customer service and for my air conditioning unit to be replaced per my contract. Regards,
[redacted]

I am rejecting this response because: I asked them to cease from drawing the monthly funds from my bank account until this issue was settle, but they chose to cancel the account.  Again, this is not the issue.  The issue is that I had an item that was not cover by them and since accepting the coverage I was believing that my pump was covered, because I was not told that there were limitation.  They keep put this issue on the customer and I believe they need to take responsibility, because the sells person did not inform me that they did not cover sprinter system.

Coverage starts 30 days after acceptance of application by Us and receipt of applicable contract fees and continues for 365 days from that date.  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. 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.Please feel free to call our customer service team directly at 1-888-531-5403 if you have any questions.  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 system was empty on Freon.  Your system being low on Freon indicates that there is a leak somewhere in the system.  When the leak is not visible, a technician must perform a leak test.  A leak test would determine the location and cause of the leak, and in addition, the technician would take pictures of the location of the leak, the indoor and outdoor coils, and the model and serial number of the unit.  Per our policy, Section Letter D, Number 4, we do not cover leak test.The leak test results and pictures showed and confirmed that there was a leak found coming out of the compressor valves.  This failure occurred due to a lack of proper routine maintenance.Per our policy, Section Letter F, Number 12, 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...”We regret to hear your wishes to cancel.  If you would like to cancel your policy, please contact our Customer Solutions Department directly at ###-###-####, Monday-Friday 9am to 6pm EST to process your cancellation.  We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

We apologize that the claim was not covered that was placed with CHW July 18, 2016. We have reviewed the claim and it was processed in accordance to the policy as ductwork is not covered. Please however, accept out apologies about the level of customer service that you received. This is not indicative of the level of service that CHW provides. The issue with the manager with the master’s degree that thought it would be okay to display blatant disrespect for any customer or any person for that matter is extremely unacceptable.  That matter has been escalated to the COO of CHW for further disciplinary actions. As a goodwill gesture, CHW would like to offer to you a full refund of your policy. Please call our customer service team directly and you will be provided with the proper documents to receive the full refund.  Regards, CHW

Dear [redacted],We regret to hear your frustration. Based on our policy Section Letter L of Cancellations, your pro-rated refund in the amount of $803.41 was accurate. As a goodwill gesture, we calculate your months usage as 12, considering you requested to cancel in August – this will bring your refund to $886.61, which we will round up to $900.00To accept this offer, 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 [redacted] Upon review of your claim, we do see that CHW offered you a goodwill gesture that you did accept for the cost of the air handler in the amount of $517.27.  CHW did authorize the check on 4/18/16 after you spoke with a manager Kyle that assisted you.  This check will be processed and does take 30 days to release.We are very happy that we were able to assist you on this claim and do look forward to assisting you on further claims. 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:
The response requires a phd to understand. I purchased the product for peace of mind and the yield is not consistent with what was advertised. Forwarding to Nj attorney general for review. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I will need some time and will send the records to you, based on the technician that is contracted through CHW stated there was no signs of neglect at the unit. It surprises me that you are in another state and determined this was a neglected unit, you can't even see the units from where you sit so based on this I don't undertsatnd how there are two conflicting determinations made one by you at CHW and the other by the technician you sent to our home. So please explain why you are requesting information from me that is now needed to make a determination?
Regards,
[redacted]

Choice Home Warranty (CHW) sent two worthless mechanics to supposedly repair my Air Conditioning (A/C) unit. The first one was 118 miles from my house. He said the air-handler needed a circuit board. We never heard back from him and he never contacted CHW to my knowledge. I paid him the $45...

copayment.The second technician, who was also paid the copayment of $45, said the condenser unit outside needed a defrost circuit board and both the boards were wired haphazardly and probably wrong. He could not find a matching circuit board, had a death in the family, and a marriage as well of his daughter I think. After nearly four weeks without A/C we were desperate in trying to get help from CHW.My wife finally called a local "reputable" firm who sent a technician the very next morning. He repaired the A/C unit in one hour. The problem? A weak contactor on the condenser unit and a loose wire nut in the air handler unit. Both circuit boards are perfectly fine, the wiring on the unit is fine with both the air-handler and outside unit.We're out $90.00 in copayments and the cost of the actual repair from a non-CHW contractor. If Choice Home Warranty isn't embarrassed by this situation, they aught to be. A CHW manager offered to pay $250 toward our repairs but we haven't seen a cent from them. I think we should also be reimbursed for the two shoddy workmen we made copayments to without satisfactory repairs.

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 your claim was processed in accordance to the policy.  A diagnosis of the claim was that the unit had a bad compressor which was caused by an internal failure, overamping and overheating. As indicated in section Letter F, Number 12, this is a result of a lack proper routine maintenance. You explained to the manager that you had an opportunity to speak with that you visited [redacted] and was able to determine how to maintain the unit. Based on the manufacturer’s warranty, the maintenance needs to be completed by a licensed HVAC technician. CHW doesn’t require that maintenance records, however, when the claim is not covered, CHW invites you to submit the maintenance records to be reviewed in hopes of a more favorable review of your claim. You were offered a goodwill gesture payment in the amount of $425.00 to assist with the claim and a check was sent to assist with this. You have indicated that you have not received the check. The policy that is in place with CHW is that we need to allow 90 days for the check to not have been received and another will be issued. If you aren’t willing to wait the 90 days, a new check can be issued, however, a stop payment must be made on the existing check that has been mailed and there is a fee of $30 to do this. At this time, the CHW team is working to determine if the check has cleared and if not, there will be a stop placed on it. The CHW team will remain in contact with you.   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:We believe that Choice Home Warranty has been dishonest with us. As I said in the complaint, Choice said they wanted pictures from the technician.  When I asked to see the pictures, I was told they could not show them to me.  We have now called our usual repairmen ( they do not work with warranty companies), and have cool air again.  We were told by them that to get to the coil to take pictures, you have to take the unit apart-- it's not like the usual ones for some reason.  It's an older unit -- 1996 installation when home was built I assume.  So, we do not believe that Choice has pictures to prove to them that we were negligent in maintenance .  The technician never took the pictures, so there is no way Choice has them.I haven't received the bill yet from the reputable company that fixed the unit, but I think it is right for Choice to pay for that when it comes.After looking at other reviews on the Revdex.com site, I believe something should be done about this company!!  We take care of our things!!thank you. 
Regards,
[redacted]