Bass Services, Inc.

Complaint: [redacted]
I am rejecting this response because: The justification reason stating that I had 30 days to review and request a refund is ridiculous. First off, on the surface it appears that it may be your everyday home warranty plan however no claims can be submitted within the first 30 days so you, as a consumer are not aware that they will find every reason possible to deny your submitted claims until aft the 30 days and you submit a claim. As for this part of your policy: Coverage #3 that all units must enter the policy in proper working order.  CHW does not provide an inspection for our customers’ units, we expect that the customers ensure that they have all units properly maintained and working. I moved into my home on 5/30/2016 after purchasing the policy so I have documented statements from inspectors and county inspections stating that all units were working and in proper order. As for my washing machine claim that you denied and forgot to mention because it was not a mechanical failure, it was ripping holes and destroying my clothing and had destroyed over $500 dollars of clothing. So fixing it may not have been mechanical in nature but it was not working as designed. I had to go out and purchase a new washing machine. As for the air conditioner, I changed the filter regular and did not know I was required to show 3 years of proof since that was not written in your policy. I have now had to replace my air conditioner and hot water heater. I thought I was doing the responsible thing by getting a home warranty but your policy is misleading and scandalous in nature. I have now spent a total of $10,000 in appliance because you would not cover them as your sales rep claimed. Also because this is so important to home owner maybe you should be a little more ethically responsible and train your sales associates to explain this while they are scamming us to sign up for multiple years of service. As for the $150 offered to me, it was because I asked the account rep to cancel my service and that was her way of providing service recovery however please understand that a $150 towards a hot water heater does not even cover the sales tax. I consider this a refund for services paid for. Another unethical practice that you are doing is providing me a “discount for signing up for multiple years however when I asked for a refund I was told I would be charged the full monthly amount. In other words you discounted me at a rate of $35 (for signing up for 3 years) but if I wanted to cancel my policy I would have to pay $45 for every month I’ve had the policy. (dollar amount is not exact just used as an example). You need to change your practices and stop taking advantage of home owners, as we have enough to worry about.
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].   CHW apologizes for the ordeal you have endured. It has been requested that the cancellation team reach out to you. You may call them directly at ###-###-####.   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 our web site at [redacted]Upon review of your claim that you placed for your heating system, the technician that came to your home advised CHW that the evaporator coil was clogged and needed to be clean.  Having the coils clogged will not allow air flow threw and will cause the heating strips to seize.  Per our policy, this claim was not covered due to secondary damage.  The failure with the heating strips could have been avoided if you had the unit properly cleaned and maintained.  If the coils were clean, the failure would have been avoided.We show that your policy was purchased on 10/28/15 and began on 11/28/15, the claim was placed on 12/11/15. The failure takes time to happen; you placed your claim with us less than a month into the policy start date.  Coils take a lot longer than a month to clog and that lead to the failure of the heating elements.  Please see Section F. Limitations of Liability #19 that states that CHW does not cover failures that are due to secondary damage.We urge all customers’ to review the policy within the 30 day grace period that is provided before the policy begins.  You have this time to ensure that all units are in proper working order as well as to cancel for a full refund within this time period. Best regards,CHW

Dear [redacted],CHW offered to cover the unit due to the emails that you sent to us, we saw how upset you were and wanted to assist.  It does go against our policy to cover failures that are caused by rust or corrosion.  This would be the reason for CHW to ask you to sign a release agreement.  If our company is going to cover a unit that normally would not be covered per the terms of our policy, we would expect the customer to be happy with this resolution.  Once you sign up with our company, you are provided with an email that welcomes you to CHW and it provides you with your new policy number, you then can go online to the customer account center and place that number along with the email address you have and you would be able to see your own policy.  If you had not received the Welcome email you could have just simply gone online to our website and reviewed the policy that is there for anyone to view. Section F. Limitation of Liability #1 and #8 state that CHW does not cover failures due to rust or corrosion.  If the unit has failed due to this reason, it is not covered under our policy.  We do regret that you feel that you were lied to or deceived on the contrary it is documented in our policy that we did provide to you 30 days prior to the start date of the policy.  In the first 30 days you are able to review the policy and if you disagree with the terms and conditions you are able to cancel for a full refund. Once the policy begins, we then believe that you have read the terms and conditions and agree to them.CHW

Dear [redacted]Thank you for your feedback, we have reported this issue to our IT department.  We ask that you allow us a week to ensure that the email is removed.  If for any reason you continue to receive the emails, please forward them to [redacted].  If they...

do not stop, they might be coming from a different party and we will investigate.Thank you,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 claim, I do see that CHW has reached out to you in reference to your unit.  We asked you to provide us with the maintenance records as the unit had failed due to a lack of proper maintenance.  The service provider did not advise us that this was due to normal wear and tear but to a lack of maintenance.  We would be more than happy to assist you if you could provide us with your most recent few maintenance records as CHW does require all units to be maintained per the manufacture specifications. Section F. #12.Please send your records to [redacted] or send them to our customer advocate [redacted] please reference your claim number.Thank you,CHW

Dear [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 [redacted].   Upon review of your claim, we do see that you placed a claim for your AC System.  The technician provided a diagnosis that the compressor had failed due to the internal windings. The failure occurs from the compressor overheating and causing damage to the internal windings. Section Letter A, Number 2 indicates that CHW is responsible for repairs related to normal wear and tear. This is not normal wear and tear and as a result was not covered.     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 claims indicates it was handled properly. The claim was initially placed on 11/1/16 (claim # [redacted]). The contract effective date was 12/1/16 so the claim couldn’t be processed. As a result when the claim was placed again on 12/3/16, it was known that it was a preexisting condition which in accordance with section Letter F, Number 1 of the policy is not covered. However, CHW values all customers and wants to be able to have an opportunity to keep all customers and assist when can, as a result the claim was covered as a goodwill. Records indicate that a response was sent to your email that you sent on 12/6/16 at 3:48pm EST asking you to please call the CHW customer service team at ###-###-#### if you would have a need to discuss the claim further.   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 the claim was processed properly. The diagnosis that was received by the technician was that there was an excessive amount of oil/refrigerant surrounding the bottom of the compressor and wires. The compressor had overheated causing the compressor to lock up. This is not normal wear and tear as the unit was running at extremely high pressures. Section Letter A, Number 2 indicates that CHW is only responsible for repairs related to normal wear and tear. You were offered by CHW a goodwill payment in the amount of $100 to assist with the repairs of the non-covered claim as well as a free service call fee to be used in the future and it was declined. Per your request, your policy is now canceled.   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.  This claim was originally covered as the diagnosis we received, stated that the evaporator fan motor failed and needed to be replaced.  This repair was covered by CHW.You contacted CHW advising that the unit was not working properly again.  We dispatched our technician back to the home to diagnosis the issue.  Based on the diagnosis that we received, it stated that there was a leak in the unit, which was causing the failure. Per our policy, Section D, Number 3 CHW does not cover “…Leaks of any kind…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied.  As a goodwill gesture, we have added 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

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]We see that you purchased your policy on 9/11/15 and the policy began on 10/11/15.  CHW provides 30 days before the policy begins to review the coverage and to ensure that all units are in proper working order. We also send an email when you sign up with the policy that you purchased.  This also includes ways to see the policy just as you did when you entered your first claim on 1/18/16.CHW does provide coverage for all units in the home and unfortunately as other companies do, we have exclusions to our policy. Again, this was presented to you when you purchased the policy also as stated above, anyone can view our policy as it is on our website for anyone to view.We do see that CHW has been able to assist you on previous claims for your air conditioning system on 11/2/15, Also, your plumbing system on two occasions once on 12/7/15 and then again on 1/2/16.On 1/18/16, we see that you had a claim for your heating system and that claim was not a covered claim because we do not cover the sub panel.  We also see that the electrical claim that you had with us has been suspended because we have not been able to reach you and find out if the technician assigned was able to resolve the issue you had in your kitchen.Per our policy, any time a technician is dispatched we do require a payment to that technician for the service call fee.  This payment is not paid to CHW but to the technician and then CHW does pay the remainder of the fee which is $100 plus their trip charge.  As a onetime courtesy we have added a free service call fee to your policy [redacted] for any inconvenience that you had endured.  Also, per the policy if you chose to cancel you would have to abide by the cancellations section of our user agreement.  You can find this in your policy in Section L. Cancellations.  This states that you will be provided a pro-rated refund for your policy and charged an administrative fee of $50. Please read the section before you chose to cancel.We do regret your frustration with this policy; however CHW is in full compliance with our terms and conditions.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because:
I Offered to send in my records and I was told no we don't want that the denial will not be reversed. I would like to be contacted by a real manager that can resolve this without acting as if my money is gong into their pocket. I am available until 5:30 pm eastern standard time each day.
Regards,
[redacted]

I don't accept it because they made me pay $740 for 13 months of service in advance and the two times I used them the first resulted in a leak in my basement due to a cracked pipe and the second was not covered.  I want a refund for 9 months of cancelled/unused service on the 13 month contract.  By my calculations that would be $510 credited back to me.

Complaint: [redacted]
I am rejecting this response because: the AC was low in Freon. The service man then had to find out what was wrong and obviously checked for leaks. He informed me the company did not cover finding out what was wrong which resulted in my paying an additional 70 bucks for finding out what was wrong. The contract should pay that fee. Diagnosing should be covered in the basis contract. Also the AC was low on freon not " out of Freon. 
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/user-agreement/. A review of the claim shows that it was processed according to the policy.  Based on the diagnosis that we received, it stated that unit was leaking water.Per our policy, Section Letter D., Number 6, CHW does not cover the “…main, holding or storage tanks…”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 $250.00 towards the repair.  You declined this offer and requested to cancel.  If you would like to proceed with cancelling your policy, please contact us directly at ###-###-#### Monday-Friday 9am to 6pm EST.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 in question indicates check number [redacted] was mailed on 8/8/16 and was not cashed. As you didn’t receive the check, check number [redacted] in the amount of $390 was mailed on 10/10/17 to the address on file. The CHW attempted to provide the check information and date it was mailed, however, the representative was yelled at and there were profanities used and the call was disconnected. At this time, the check has been reissued and mailed.   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 our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your policy, we show that CHW has assisted you with claims in the amount of $441.07.Upon review of your claim, we show that the part for the oven is no longer available and we have provided you with a cash payment in the amount of the average cost between parts and labor of the covered repair. The amount that CHW has provided you with is $171.07.Please see Section F. Limitations of Liability # 9 below:9. We have the sole right to determine whether a covered system or appliance will be repaired or replaced. We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color. We are 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. 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 reserve the right to locate parts at any time.  For the first 30 days of the contract period, We are not liable for replacement of entire systems or appliances due to obsolete, discontinued or unavailability of one or more integral parts. However, We will provide reimbursement for the costs of those parts determined by reasonable allowance for the fair value of like parts. We reserve the right to rebuild a part or component, or replace with a rebuilt part or component.We do regret your frustration with this claim however; CHW is in full compliance with the terms and conditions of our policy.  .We urge all customers’ to review the policy within the 30 day grace period that is provided before the policy begins.  You have this time to ensure that all units are in proper working order as well as to cancel for a full refund within this time period. Best regards,CHW

Dear [redacted],We regret your frustration.  Please understand that our policy as it explains what we cover and what we do not cover.  Our policy is available on our website at www.choicehomewarranty.com for public viewing.  We have also re-emailed a copy of your policy to you.  As a goodwill gesture, we will resubmit your claim to our Authorization’s Department for re-review.  Once an updated decision has been mailed, we will reach out to you with the outcome.  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 claim was not covered due to the diagnosis presented by the technician who provided a second opinion. The rear outer tube had a hole in it. This is not something that would occur with normal wear and tear and as a result wasn’t covered. This is outlined in section Letter A, Number 2 of the policy. The service call fee is $45. Please accept the apologies of CHW that you didn’t receive the necessary change from the cash that was paid to the technician. Please reach out to the technician to obtain the necessary change.   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 our web site at [redacted]  We do apologize for any rude behavior that you had to endure from anyone in our staff.  I will bring this to their managers attention. In reference to your claim, I do see that we have the technician coming to your home today and that the unit will be fixed.For the trouble that you have experienced, I have placed a onetime free service call fee under your policy.  Please accept my apology and if you should have any further issues, please contact me directly at [redacted]Best regards,[redacted] M.