Bass Services, Inc.

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 Air Conditioning System, I do see that CHW had stated that this was a non-covered claim due to a lack of proper maintenance; the diagnosis stated that the condenser unit had debris corroding it and also the coils were completely clogged.  Per our policy Section F. Limitations of Liability # 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.CHW did however offer you a goodwill gesture to cover the cost of the compressor and you would have had to pay the cost of the labor and Freon.  You had accepted our offer and we had ordered the part for the unit.  Then you had called us back stating that you declined the technician to come in and fix the unit, you decided to cancel your policy.CHW did agree to allow you to cancel as stated in our policy that it does have to be a mutual agreement to cancel.  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.You had requested a full refund of the policy and we did explain to you that your policy was beyond the 30 day grace period that you are given to review the policy and ensure that the units in your home are in proper working order also due to the fact that you did accept the good faith effort and then declined it, there was a restocking fee that was due to Lennox for the compressor. As a second good faith effort, we did not charge you the funds to restock the part but we did continue as per our policy for your cancellation.Your policy was cancelled on 9/22/15 and you were provided a refund of $956.25 that went back onto the credit card that you purchased this policy with.  You were charged an administrative fee as stated above and charged for the months that you used the policy; you were however provided a refund of the months not used minus any free months that were given to you for signing up with us.Since your refund has been completed and it is correct; CHW did go above and beyond to assist with a claim that you declined the good will gesture for after you had agreed.  You chose to cancel your policy with us and therefore we are not able to provide you with any other funds other than what you are due by the policy and you have been provided with those funds.We do apologize that you misunderstood our policy as we do not provide maintenance for our customers on any units in the home.  Our company is not an insurance company as stated in the policy.  We do regret your frustration, CHW is in compliance with the terms and conditions of the policy.We do urge all customers to read the policy as you are able to view it before the policy begins.  If you disagree with any of the terms of the policy before the 30 days that the policy goes into effect; you can cancel for a full refund.  CHW’s policy can be viewed by anyone that visits the site, you were also provided a booklet and an email of the policy.Best regards,CHW

The response shared by CHW indicates that you may cancel your policy in accordance to section Letter L of the policy. However, if you would like to cancel you will need to call the customer service team at CHW directly at ###-###-####. This team will be able to provide you with the assistance needed. 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 Sharon [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 was processed in accordance with the terms of the policy. The sale and installation of your new HVAC unit is not being done by CHW. You will need to follow up with the contractor that is handling this.   A record of your complaint has been lodged regarding the technician that was sent to your home to diagnose the initial claim that was placed with CHW.   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:  there's is no way that anyone in your office can sit at their desk and look at pictures to determine the cause of my problem.  The contractor said there was some rust but not enough to cause a failure.  I have since tried contacting the company (choice home warranty) and can no longer get through to anyone after I enter any identifying information. Shady...unethical and just bad business.  
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response::I am late with my response because my computer has been acting up. The week of Aug 22, you sent a plumber (F.A.S.) because of an under sink leak. Thinking he was reliable, because you sent him we paid $ 183.00 to fix a shower drip and $ 1000.00 to fix the kitchen leak. He said Choice would pay for either. The shower drip became worse. We hired a Revdex.com/A+ plumber who removed the old shower cartridge-no more drip. This certified plumber said the kitchen leak job should have cost a max of $375.00 We ound out later that your plumber outfit has Revdex.com rating of F- and several open complaints.  We have cost $808.00 because of the plumber you sent. Our A/C System quit before Labor Day. We had our A/C maintenance Co. Revdex.com A+ give us a diagnosis- a Freon leak in the coil- over $2000.00 to replace. We called you and sent you this statement by e-mail. You sent [redacted]who said it was line leak, for which you didn't pay - we paid him $45.00 service fee. Then you sent [redacted]. who said CHOICE would not pay for a new coil. Now you  say you you.to send someone to test our Air Unit. The air temp has been over 90 DEG. We only want out of our contract with you. Sofar we have received nothing but more problems from you. We called a certified Revdex.com Air Service to replace our coil. We paid you $2345.00 for a contract that stared 6/26/16 and ends 6.26.2022. We have cost you nothing. Please  return our 2345.00, which will help pay for your plumber's overcharge of $ 808.00, the 2100 $ to replace the coil and the $363.00 for [redacted] diagnosis and Freon- a total of $ 3271.00.
Regards,
[redacted]

,Reviewing your policy, you did receive an extra month free.  You purchased your policy on 08/11/15 and the Contract Term would have begun on 09/11/15 it should have ended one year later on 09/11/16.  If you were to receive a free month, we would provide it at the end of the coverage therefore your extra month for one policy would have ended on 10/11/16.  Due to the fact that you cancelled and did receive a refund of the policy, we are not able to provide any type of coverage for your homes.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because:   The food spoilage is due to the fact they waited now 53 days and the technician has not replaced the fan.  I will now have to wait according to him 10 more days for the part to come in and then schedule a repair.  I told them from day one that I knew my refridgerator was not going to keep lasting if they didn't do anything about it.  I guess they think that now being 53 days from the day reported is according to policy.  I can understand if my food spoiled within the week that I reported the problem but as of today 53 days and knowing that it was not freezing and cooling like it should.  the day I reported it 2/11/2017 they called an in network technician.  it took almost a week for him to respond to me and then told me he couldn't do it at all.  Choice told me I needed to call my own technician and they would pay him directly along with me paying my own service fee.  I told her I didn't want to get involved in the out of network because I knew it would become an issue with it not being the normal.   She reassured me they would pay the bill once I sent the technicians invoice for the work, which I did, three times.  they kept saying they didn't receive it but I have the emails stating my information was received.....SMH.....after she reassured me there would be no problem I looked up a local person and called him.  He immediately came on 2/18/2017 and checked it with the diagnosis of the duct was not working at all.  The fan was working properly at that time.  He also advised Choice that if that didn't fix it there was nothing else he could do to fix it but it would need to be replaced.  Choice has avoided anything to do with the out of network technician or his diagnosis.   after he had replaced the duct within about a day I knew that the refridgerator still wasn't cooling and freezing properly.  I called him and Choice and relayed the message.  He again told them it would need to be replaced.   They would never acknowledge that he said that and kept saying they didn't get reimbursement form or my invoice from him.  again, I received emails acknowledging the same.....as received.  I told them each time I called them, Choice Warranty, that I knew my refridgerator was not going to keep lasting if something was not done soon.  I needed to get a new refridgerator before I lost food because I have been put off so long and lied to.  they then advised week before last week that I had to get a 2nd opinion from another technician, this one being in network.  I said if you weren't going to take the out of network technicians word for it why did they tell me to call him when I didn't want to do it the start with.   so then I waited for him to come which he checked it last Saturday April 1, 2017.    that was 49 days since the claim was filed......then he said the fan was out which I told him it was running when the first technician came.  so it is slowly dying.  I kept telling them I was going to end up losing all my freezer and refridgerator food if they didn't do something before it quit working.   they wouldn't give me the ok to buy a new one, so Saturday night the freezer was dripping from thawing ice and the food was already thawing.    I called choice yesterday and asked them what they were gong to do about all the food lost because they still were dragging their feet.  I have two small children I adopted in my home ages 4 and 9.   so it leaves me to have to eat out every meal and have nothing cold to drink at all, no mild for my 4 year old nothing or go buy a refridgerator and then they won't fix my current one because its not in the kitchen.  I cannot neglect my children because it has now been 54 days since my claim was filed.   my freezer is full of meats, mostly steaks, roasts, pork loins and seafoods.  not cheap.  so they say now there is nothing they can do about that.  she also advised me then they weren't going to pay the first technician because it wasn't fixed, but its because the fan went out after he fixed the duct....and he already told them it needed to be replaced.  they don't want to hear that.....she basically told me I was going to have to eat the servicing of my duct in it and they would not reimburse.  and the price was $187.23.   she still told me they had no paperwork on the reimbursement for his services, and yet another confirmed email stating they had received it.   so yesterdan I sent it to them 3rd time and attached your email address after filing my complaint.  now at 54 days they are lying because the fan has not been replaced and it has not been resolved and they never have called me back since yesterday to tell me when I could expect it to be fixed.  and they don't care that I am losing all my food.   this is not your normal food spoilage it is because this has not been handled in a timely manner to avoid it spoiling.   7 1/2 weeks since I filed my claim.  what did they think would happen if they waited this long to fix it  so they have lied about that.  Ask them to provide you with the paperwork to reflect the technician (2nd one) has fixed the fan already and it is now resolved.    A BIG LIE!!!!   I called the technician about 3 hours ago and wsas told that the part had been ordered and would be another 7-10 days until the part comes.  then to wait to come and fix it.  They should pay for all the food I have lost as a result of this and just replace the refrigerator otherwise when the fan gets replaced it will be something else.  they could have been able to replace it by the time they fix all these broken parts and still have a useless refrigerator.   believe me they will not be able to provid you with paperwork reflecting the fan has been replaced and it has been resolved.  They don't have it because the part wont be here for another week to a week and a half.   they are responsible for negligence to my claim resulting in loss of all my food.  looks like I am going to have to buy a new refrigerator and they can just fix the one I have when the part gets here.  my baby cannot go without her milk for weeks and we cannot afford to eat out. especially now needing to replace all the food.  and I can't replace food if the refrigerator is still not working.  so let them explain how professional this all is.totally unacceptable.....totally....
Regards,
[redacted]

Hello,   CHW apologizes for any confusion or miscommunication Records indicated that a credit was provided to your credit card on file in the amount of $675.00 which results in the policy being $375.00 for a 1 year policy. It is also very important to note that CHW is not a homeowner’s insurance company. CHW is a company that will provide you with peace of mind during your [redacted]e of need in the event repairs are needed to your household appliances as outlined in the policy. Your policy with CHW had an effective date of 7/6/16 and your first claim placed on 7/7/16 was for the air conditioning not cooling. When the technician was able to diagnose the issue it was diagnosed that there was an existing leak. Since the policy was new, something of this nature couldn’t have happened in one day. However, since CHW wanted to be able to continue to assist, you were advised by the team to have a leak test completed and to have the issue repaired so that it would be a covered item in the future. Although CHW doesn’t want to lose valuable customers, if you would like to cancel your policy, please call the customer service team directly at [redacted].   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 system was low 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.Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you agreed to get the leak test.Based on the results and pictures from the leak test it was confirmed that dirt and debris contributed to the coil which then became brittle and leak.  Dirt and debris being left on the coil, was from a lack of proper 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...”If you would like to further dispute this claim, you can submit your proof of proper routine maintenance records to [email protected] for review.  Should the records show that the system had been properly and routinely maintained, we would adjust the outcome of the claim accordingly.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 it appears that your claim was processed in accordance with the policy. The unit was diagnosed to have multiple failures including the Capacitator, Schraeder Core leaking refrigerant and Compressor having internal failures causing lock outs. These are all things that would occur over time and are a result of lack of proper routine maintenance. In accordance with the policy, the claim is not covered. As outlined in section Letter A, Number 3, CHW is not responsible for repairs related to a known or unknown preexisting condition. 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.   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:Thank you for your support in this matter. Hopefully it will get resolved soon. It currently 90 days past cancellation date. Please inform me, how soon will I receive it.
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] A review of the claim shows that it was processed according to the policy.  Based on the diagnosis that we received, we determined that to provide a long term solution to future potential issues with your Refrigerator unit, the best corse of action was to provide you with funds towards a new unit.   Per our policy, Section Letter F, Number 16 states that “…We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy and offered you $500 towards a new refrigerator.  You accepted this funds as 11/10/2017; please allow 30 days to process before the check is mailed out.  Please note, that due to your dissatisfaction, we increased these funds from the original $389.99 that was offered.  This claim has been considered settled. 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 the claim was processed per the policy. Based on the diagnosis received by the technician the claim is not covered. The unit has a locked up compressor which is caused by overheating and high pressures. This occurs with a lack of proper routine maintenance. Section Letter F, Number 12 of the policy 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”. You have indicated that you have had maintenance done several times that were dispatched by CHW. CHW doesn’t handle routine maintenance. CHW will assist with the repairs of covered claims. Although CHW doesn’t require that maintenance records are submitted, you are invited to submit the maintenance records that you do have to have the non-covered claim reviewed. You can submit this information to [redacted] and be sure to include your claim number on all of the correspondence.   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:It is incorrect. Saying the same thing over and over is pointless. Obviously I'm prepared to prove you wrong or we wouldn't be at this point. This isn't a case of my asking for special treatment or for you to bend your rules for me. You are incorrect in your decision and are operating in an unethical fashion, which is not legally allowed in the U.S.A. The Revdex.com was involved in an attempt to give you one last chance to be 'better' at operating your business. Instead,  you  chose to continue to repeat yourself like a broken record.At this point what I need from you is your decision in writing. Your decision needs to be on your letter head, dated, specifically state that you are refusing the necessary, covered repairs, and the specific reasons as to why not. Send this to me A.S.A.P. as you are in violation of your own policy which states you are supposed to send me this requested information within seven to ten business days.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]. Please note that you placed a claim for your refrigerator stating that it was leaking.  The system would not allow the claim to process as per our policy, Section Letter D, Number 3, we do not cover “…leaks of any kind…”  A review of the water heater claim shows that it was processed according to the policy. Based on the diagnosis we received, it stated that the tank was leaking and needed to be replaced.  Per our policy, Section Letter D, Number 6 we do not cover the “…Main, Holding or storage tanks…” Our Sr. Claims Specialist advised you the outcome of the claim, in which you were not satisfied and requested to cancel your policy.  In response to your request to cancel, our Customer Solutions Specialist offered a goodwill gesture of $200 to assist you on the non-covered claim.  We strive to provide the best customer experience and are glad that you accepted the goodwill funds and decided to keep your policy open. 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 our web site at [redacted]
Upon review of your policy with CHW, we do see that you have a policy that you pay $40.00 a month, we also see that you have had the policy for 4 months. Within this time period, CHW has assisted you with another claim that you placed for your washer.
In regards to the Air Conditioning System, we do see that there was an internal failure which was explained to us was not normal wear and tear. The compressor locked up from overheating and it went into the thermal overload, this is a result of a lack of proper routine maintenance. Per our policy, Section F. Limitations of Liability #12 states that CHW does not cover failures due to this specific reason. All units must be properly maintained by the specifications of the manufacture. Meaning that a licensed technician would have to go to your home on a yearly basis to perform the necessary maintenance that should be done to the unit, this is required for all types of units. We did request that you send in the records of maintenance however you have declined to do so.
The pictures that we received do show that the unit does lack proper routine maintenance. If you would like to dispute this claim, in a cordial matter without screaming and curing at our customer service department, we ask that you provide maintenance records showing that this unit has been properly maintained.
Please also note that the technician is not the person that makes the decision for the claim. They have been out in the field and are used to seeing units fail and consider that to be normal wear and tear however we do not. We believe that if a unit is as young as 9 years of age and have the mechanical failures that yours does along with the pictures that we have; we consider this to be a lack of proper routine maintenance which is different than repairs.
However regardless that CHW has paid out for your policy, we are offering to provide you with a full refund of the policy since you clearly disagree with the claim. If you would like to send in the records of routine maintenance, we will be happy to re-open the claim and reevaluate the failures.
We appreciate it if you can remain calm when contacting us with this claim and reframe from using voguer/offensive language.
CHW is in full compliance with the terms and conditions of our policy. We do look forward to assisting you with this claim, whether it is a full refund or you provide ROUTINE maintenance records.
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 we are still working on having this resolved for you. Please call the customer service team directly at [redacted] as we have been hoping to speak with you. Your time is very valuable and we apologize for the long delays. You may also email us directly at [redacted].     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 your frustration and any inconveniences this may have caused you.  We have reached out to the technician and have settled this matter and lower the out of pocket cost.  Please understand that we have paid over the maximum cap amount of $1500 ($1525) towards this repair. Please note that Choice Home Warranty will not be responsible for additional fees as the coverage has been capped out.If you have any further questions or concerns, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST. Regards,CHW

Dear [redacted],
After reviewing the claim and reviewing all the offers CHW tried to assist you with. We did review the pictures that were sent in from the technician. The leaks from the section of the coil only occur due to corrosion which is not covered under our policy.
CHW did attempt to assist with the claim however you chose to reject our offers and replaced the unit yourself then canceled the policy.
Per Section L. Cancellation, we did agree to allow you to cancel and at that time there was no mention of a full refund since we do not provide a full refund after the first 30 day grace period.
We do apologize for any frustration however CHW is in full compliance with the terms and conditions.
Thank you,
CHW