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 policy, I do show that you placed 2 claims for your AC.  One in March and the second in June.  The claim that you placed in March; claim # [redacted] the technician that came to your home stated that the “EVAP COIL IS CLOGGED AND RUSTED AND HAS RESTRICTED AIR FLOW/ COMPRESSOR IS RUSTED AND CORRODED AT BOTTOM AND LEAKING FREON”  On 3/26/15 the technician gave CHW pictures to confirm this to be true.  Please see attached for pictures.  Per our policy, CHW does not cover leaks caused by rust or corrosion.  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.On 6/10/15 you placed another claim #[redacted] for your AC unit; the technician stated that “MUFFLER AND COMPRESSOR WERE RUSTED AND CORRODED. HE STATED THAT HE CLEANED THE EVAPORATOR COIL BECAUSE IT WAS COMPLETELY CLOGGED BUT IT WAS TOO LATE, IT HAS ALREADY DONE THE DAMANGE AND RESTRICTED THE AIR FLOW OF THE UNIT TO MAKE THE COMPRESSOR FAIL. “Again, this is not something that would be covered under our policy due to the fact that you did not have the maintenance done correctly or possibly not enough.  Our policy strictly prohibits rust or corrosion as well as lack of maintenance.  Please see Section F.  LIMITATIONS OF LIABILITY8. 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.We always want our customers to understand that all policies have exclusions and CHW does follow our policy.  We do our best to assist the customers and approve claims that are submitted to us.  We do apologize for your frustration with these claims.  CHW is in full compliance with our policy.We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

Dear [redacted]We regret to hear your frustration.  Please understand that we are not an emergency service company, however, we do understand your urgency for a technician.  For this reason, we advised you of our reimbursement program in which you would hire your own technician and if...

the claim was covered, you would be reimbursed funds at our cost.  You declined this offer. Fortunately, a technician accepted your claim shortly after your claim was placed, however you declined to use the services. If you would like to cancel your policy, please contact us directly and speak with a Customer Solution’s Specialist at ###-###-#### Monday-Friday 9AM to 6PM EST to process your request.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear Briea [redacted], CHW cannot cover a claim that is not covered per our policy.  If you would like to provide us with routine maintenance records as it is required to have done per our policy, we would be happy to review this claim again for you. However, if you chose not to do so, we are willing to provide you with a refund of the policy, minus the claims that CHW paid out for the policy. We will be willing to provide you with a refund of $205.76. If you would like to accept this offer, please contact us and we will provide you with a release that states that you have agreed to this refund and once received back to us, we will provide you the refund back onto the credit card you have on file. We look forward to a resolution for you. Thank you, CHW

Dear [redacted],Please understand based on the pictures that we received, there is confirmation that the unit failed from rust and corrosion. The outcome of this claim stands.  Regards,CHW

I have giving the receipts from the maintenance done on the watersofter from 2015 because they wanted proof of maintenance on it from previous years. I provided them with them and it was still not good enough. They will only pay for minor fixes. They have proven that. Two garbage disposal and a minor sink leak. I would like to get my money back and carry on with a different company.
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Their statement that they are concerned is inconsistent with their practice. They did not have a technician examine the unit nor did they verify that my unit was properly maintained. I am currently in the process of working a lot of overtime to pay for the cost of a new unit, since it needs to be replaced and CHW will not cover the costs. Once, I have time away from work I will gather my records and proceed accordingly. They have sent me an e-mail last week telling me that my policy was cancelled. I did not cancel. Then a few short hours later they sent another e-mail telling me they are reconsidering my claim and stated that although I am not required to send in my maintenance records, they will review them for a more favorable decision. Like I explained earlier, I need time to find these records and I have been working 12 hrs a day.
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 your claim has indicated that the claim was processed in accordance with the policy, section Letter D, Number 6 as the unit exceeds 75 pounds.     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/user-agreement/. In order to provide a long term solution to any future potential issues with this system, CHW has determined that the best course of action is to provide you with funds towards a new unit in the amount of $179.99.To accept this offer, please contact us directly at [redacted] Monday-Friday 8am EST to 8pm EST or Saturday-Sunday 9am-5:30pm EST.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 began on 7/21/15, you placed a claim for your Air Conditioning unit on the same day that the policy started. You stated that it stopped working the day before, “before you went to sleep”.  This shows CHW that your unit did not come into the policy in good working order as stated in 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.We will not be able to cover a claim for any units that do not come into the policy in good working order. If you would like a refund on your policy, since it has been opened for less than a few days, we will be happy to provide that to you in a good will gesture.  Please advise us by calling anyone of the supervisors and we will send you out the paperwork to refund you the $80.00 that you have paid to date.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

Dear [redacted],CHW did provide you with a credit for April and refunded you the $37.50 however we will go and provide you back 2 months prior to that to give you an extra refund of $75.00.We do thank you for allowing us to assist you with the issue and help resolve it.We wish you all the best,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 it was handled in accordance with the policy section Letter F, Number 19 which states, You agree that We are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performance. You also agree that We are not liable for consequential, incidental, indirect, secondary, or punitive damages. You expressly waive the right to all such damages. It appears that there was a fire as a result of work performed by the technician. You will need to contact the service provider to have this resolved. Another option presented when you spoke with CHW was to contact the Homeowner’s Insurance for coverage. This remains a non-covered claim.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Mr. [redacted],The technician’s diagnosis was stated:That the unit is a [redacted], in the kitchen, a side by side unit that was in poor condition, has a partially clogged condenser coil and it failed due to a lack of proper routine maintenance.  You are welcome to contact him and have him provide you with the diagnosis that he provided us.  If you disagree with the diagnosis you are more than welcome to provide us with second opinion to be reviewed by our authorization team.  They can contact them by calling the toll free number and requesting authorization, once they have provided the information that they are a licensed technician they will take the diagnosis for the unit.As it was stated to us, this unit had not been maintained properly and the compressor failed as a result.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because: There is damages created by either their warrantied item or their service contractor. No where in the sales pitch and/or their service agreement states this is a percentage buy out of items listed. I am requesting a full refund of this mis-reprented coverage and expect the repairs to my property be properly fixed to a satisfactory condition
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]
* I am glad we were able to resolve this issue with your claim, effective June 28, 2016.  Please kindly return the paperwork that was emailed to you previously.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted]In order to validate that it is your unit that is being service or maintained, the maintenance records should include the model/serial number. In addition to this, you have submitted one record.  Please note that your unit should be routinely maintained based on your manufacture’s specifications – this suggests that you unit be maintained 1-2x a year. The outcome of the claim stands. We strive to provide the best customer experience, therefore as a goodwill gesture, we will offer you $200.00 to assist you on the non covered claim.  To accept this offer please contact us directly at ###-###-#### Monday-Friday 9am to 6am EST. Regards,CHW

Dear [redacted],We do regret your frustration with our policy, please note that CHW is not an insurance company as it states in section A. #3CHW has our policy provided to the customer’s as well as having it posted online for anyone to see.  We urge our customers’ to review the terms and conditions that they are agreeing to.As a goodwill gesture, CHW is willing to provide you with the remainder of the policy to equal a full refund.  As of now, you are receiving the pro-rated refund of $217.52 and if you contact us, we will send you a form to sign in order to receive the remainder of $317.48.Please call ###-###-####.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because: I requested a different technician on three different occasions. I knew the technician was not qualified and was unprofessional. Choice Home WRranty failed to secure a licensed technician and therefore they owe me for the mistake of the technician they forced me to use. 
Regards,
[redacted]

I did not reply to the CHW's reply because they clearly are not taking responsibility for their unethical business practices.  We are still very unhappy with how they handled our claim, and did everything they could to not cover our claim.  We believe they should not be allowed to be in business as clearly many of their other customers feel the same way (based on online comments).

Complaint: [redacted]
I am rejecting this response because: This is not a resolution and definitely not your policy.  Your definition of "Your Policy" is to Deny an honest claim. Your company sent out a general contractor and NOT a HVAC licensed individual and even himself said it was a compressor due to age but then he tried to rig it as a temporary fix until he reported back to you.  I had a reputable licensed HVAC company come out and PRIOR to his diagnosis he must undo the rigging your tech did.  Upon his findings, again it was the compressor but since the compressor cost was substantial vs a new unit I went with a new furnace and a/c unit.  This was the reasoning for my decision to acquire a home warranty in the first place however I didn't realize your company was so Dishonest .  I have spent 5300.00 for a new unit plus the 800.00 I paid you to cover things like this.  I am consulting with an attorney to take this to small claims court, so unless you can determine an honest, reasonable resolution then will proceed with his advice.
Your company is  the most unorganized company I have ever dealt with.  I received an email a few days ago to contact them regarding my claim, I did so today and after holding for 35 minutes I got ANOTHER rude lady.  I literally laughed when she said " we have decided to move forward with your claim, do you even know what is going on within your corporation? 
Regards,
[redacted]

Dear [redacted],Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback very...

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on www.choicehomewarranty.com/useragreement. 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 needed maintenance as the blower compartment needed to be cleaned. 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...”  We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW