Bass Services, Inc.

Complaint: [redacted]
I am rejecting this response because: you sent a contractor to my house that had his license revoked five different times, I check this out with  Arizona registry of contractors, the person you sent out probably cause the leak, I had the air-conditioner fixed today  July 25, 2016, because me $185 they have a company personnel come out, go over the system and Fiamm of the Schrader valve was leaking, repaired the leak in the edit the amount of Freon that was lost, the contractor you sent out & P Steel Industries possible leak on the inside coil, it is a package unit so the whole thing is on the roof in one package, it is not a split system as the contractor had stated in his receipt,  Joe Ducey @ channel 15 looks into matters like these kind of contractors that do shoddy work, and hired by what supposed to be big companies like choice home warranty.  And sending out contractors who wasn't on the roof long enough to detect a leak let alone do anything else, four minutes and 19 seconds, in parking in my driveway where his truck leaked oil was not very appreciative .  I think the simplest way to resolve this problem is return my $448, and I will deal with this contractor here in Arizona in a separate manner ,  what part of home warranty  in regards to air-conditioning do you fix, when is 83% of the statistics say it is a leak, both advertising on choice home warranty ,  warranty , huh ! False  advertising !  And no services   To repair the system,   What kind of warranty company do you call that ?
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

[redacted],CHW followed our policy guidelines stated in Section L Cancellations, which states L. CANCELLATIONThis 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 acontract of insurance, residential service, warranty, extended warranty, or implied warranty. You may cancel within the first 10 days of the order date for a refund of the paidcontract fees, less an administrative fee of 5% 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 10% administrative.Your policy had a covered claim in the amount of $450.00 which did come out of the refund.  If you have any questions or concerns please feel free to contact us at ###-###-#### and ask to speak with someone in our Cancellations department that can assist.Thank you,CHW

Dear [redacted],In regards to your dishwasher claim dated 9/7/16; this claim was covered.  If you are currently having issues with your unit, please contact us directly and place a claim. In regards to your oven claim, dated 6/7/17; you were advised that the parts needed to make the repair.  You were offered a different colored part to be installed or the funds lieu of the repair.  You accepted the funds and requested to cancel.  If you would like to cancel your policy ###-###-#### Monday-Friday 9am to 6pm EST.Regards,CHW

[redacted],The pictures that were provided to CHW coincide with what was explained to us by the technician.  The condensing coils are dirty, there is rust and the coils are damaged.  The technician stated that he believed it to have a leak as he heard a hissing sound.  Per our policy, this claim is not covered due to a lack of maintenance.  You are more than welcome for a second opinion to contact us at your cost to provide us with a new diagnoses.  With the diagnoses that we currently have along with the pictures, this claim will not be covered under the policy. Pictures attached showing U bends rusted, coils dirty - clogged and damaged.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 according to the policy. There was an issue with the technician and the part that was ordered. In order to have this matter resolved, CHW did reassign to another technician and had the part sent overnight to ensure it was available when the technician arrived. The claim has been approved and the heat should be working for you at this time. CHW did provide the empathy needed and once were abreast of the situation, handled the matter with the technician that didn’t display empathy with the Vendor Relations team to address this. Please call the CHW customer service team with any questions at ###-###-####.   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:
CHW agreed to pay for part of the repair, the technician that was sent to our home indicated that there was no neglect of the home owner and also indicated that this is the reason for denial from CHW continiously. I would be happy to provide maintenance records showing that we have changed our filters, and clreaned fan motors and blades at the unit on a regular basis. It will take me some time as this was never indicated that we would need these records to prove to CHW that this had been done (even though it should be obvious as when the technician came out the first response from him was there is no sign of neglect or lack of maintenance to the unit (s) at the time we purchased the contract for home warranty services. The other issues is that myself and the tecnician have spent hours on hold with CHW only to be disconnected. I have yet to see a cost for the repair, as I stated earlier I have only recieved the receipt for the $45.00 service fee which I paid the tecnician when he came to evaluate the problem with the unit. So when they say they are will to cover the cost of the compressor and other misc. parts associated with the repair I really don't have any idea what the total cost is or should be. Thae last conversation I had with CHW, they were not even aware that the repairs had been completed. Total lack of communication from CHW to the customer and the technicians they have hired tocomplete work on their behalf.
Regards,
[redacted]

Dear [redacted] We understand your frustration and although we do not have control over the checks being mailed, we have requested that the check be sent to you as soon as possible.  Please note that we are providing to you per section F. Limitations of Liability #9, this amount is the amount that it would have cost for us to fix the unit and we do base the pricing on a national whole sale price for the basic [redacted] unit that you had. 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 our web site at [redacted]Upon review of your policy, we do see that you had a water heater claim and that the technician stated that the faulty element and TSTAT are needed.  This unit could be fixed but the parts are no longer available. Please see our policy below:Section F. Limitations of Liability #9 that states “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.”Also, please see Section D. Coverage #6 for water heater that states under Excluded “ tank”. CHW does not cover the tank of the water heater and we do offer cash in for parts that are no longer available. CHW did offer you funds towards the repair of the unit and if you do not wish to have the funds that we have offered, we will be happy to provide you with a full refund of the policy since you disagree with the terms and conditions.We do regret the frustration that you encountered with the claim however; CHW is in full compliance with the terms and conditions of our policy. Best regards,CHW

Complaint: [redacted]
I am rejecting this response because:Choice warranty has given us at least 10 companies to contact several said they no longer accept choice customers. As for access to the air conditioner there is a 8 foot single path the leads from the corner of the front part of the house. At the time the unit stopped working we were covered by choice home warranty. Almost 4 weeks went by before I stopped payment due to the fact they could not get anyone out here to attempt to get on the roof. We have had a company taking care of the unit for the past two years. They come every 6 months and have never had trouble getting access to the unit. On July 1st I called an independent air conditioner company who had no problem getting access to the roof. On July 2nd a new unit was replaced with no trouble getting access to the unit. I was covered by choice home warranty at the time the work was done. Now because I stopped payment because they could not provide any help to us. We spent a week in a hotel then returned home for two weeks in 115 degree weather and choice just keep giving us repair companies to call. Not one we come out after the first companie. The guy had his ladder up to the point of access but got into a argument with his boss and spent 3 hours here arguing with his boss. He wanted us to cancel the service call with choice and wanted us to schedule a maintance call with his company. Without ever getting on the roof to check the unit all he wanted to do was sale us a new unit. His name was [redacted] once he informed me he quit he gave me his personal number and wanted me to call him. When I contacted his boss [redacted] he informed me they would not be sending anyone out. Thus began the merry go round of companies choice gave us to call with no results of any repairman coming out. Now choice refuses to process our claim because they want payment. We had coverage at the time we had repairs done. Choice is responsible for this claim as I was covered when I had the repair done. They did nothing to make sure we got our air fixed for 4 weeks in some of the hottest weeks this year in Arizona. Every company the provided us with refused to accept the job. If needed I can provide you with every company who refused to come out. 3 of the companies informed me they no longer we're accepting choice clients. I do not anticipate that I will receive a penny toward the cost of the new unit I got even though choice recommend I hire my own company and send them a reimbursement claim. They now claim the reimbursement claim cannot be processed until I make a payment. I was covered at the time of this claim. It took 4 weeks to get this done and had we not hired a company on our own we would still be sitting here in the Arizona heat with a 18 month old baby who walked around with red cheeks from the heat. We were having to give him a bottle of pedilite everyday to keep him hydraytraed. We were spending days at malls visiting friends anything we could to get out of the heat. We were forced to buy 6 fans to try to keep it cool at night so we could sleep. We keep telling choice about the heat problems and they didn't feel the need to rush someone out here. They don't even know they are giving customers companies to call who no longer accept there clients. When I call them they say they cannot discuss my case until I give them a payment. I will not give them another payment until they honor this claim.I can send them a bill but there not going to process it even though I had coverage at the time this began. Maybe if they had someone get on our roof over the 4 weeks it took for my account to become past due I would still be paying on my account. The bottom line is the need to handle this as I was covered by there warranty at the time I had the work done. There is no reason choice should not process this claim. According to [redacted] the first techniation who came out choice will deny the claim any way because they don't cover major repairs. There game is to cover minor repairs and nothing more. And that's probably why he wasn't interested in checking my unit. All he wanted to do was sell me a new unit and cut choice warranty out of the process. It's hard to continue to pay money to choice home warranty when they did aboustly nothing to help repair our AC unit for over 4 weeks.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
The company did not ask for inspection off my appliance and I was not aware  that my dream was leaking my ACWas fix for the leak on 2015 and that was the first problem yor company promised to repair any appliance or AcItp afrery30 day waiting poriod even the tech spoke to the home guaranty supervisor and said that can't happen any time and the leak can acutely in Very shorth time you did not see my Ac and did not regulate inspection so how come your not fixing my ac for prexisiting condition your all claim regarding from information by the tech are refused the same way I remain You That you was in the Chicago NBC news for not paying the claim for same rison finally you pay the coustomer and said they can't contact the media anymore I did ask your company to sand me the statement for risen to not accepting the claim and the statement from the tech who was in my house and I never revive So next don't stil money from people choose said you pay but I don't fix anything for you and ask for inspector before you give insurance because the information is given not  correlation with the information what's is giving to consumers 
When they Salk the insurance I hope that you give some consideration for fix my claim [redacted]
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 our web site at [redacted]
Upon review of your policy, we do see that you have placed several claims and a few of the claims were covered under pre-authorization however they were not covered claims.
The claim you placed for your Heating System on 12/5/15, the unit caught fire. Per our policy Section F. Limitations of Liability #8 states we do not cover failures concerning fire damage.
The claim you placed for your Refrigerator on 4/18/16, this was fixed however it was not a covered claim. The door of the unit went off the track and it was causing the unit to defrost. The door is not a mechanical function of the system therefore it would not have been covered but the technician was able to fix it under the pre-authorization amount that he is provided.
The last claim that you placed for your Air Conditioning System, you stated that the unit was leaking water, per our policy Section D. Coverage # 4 states in the excluded portion that we do not cover water leaks.
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy.
Regards,
CHW

Dear [redacted], We regret to hear your wishes to cancel your policy with Choice Home Warranty.  Please understand that you are not entitled to a full refund based on our policy Section Letter L of Cancellations: This 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. Based on your policy, your prorated refund amount is $684.36.  If you would like to move forward with cancelling your policy, please contact our Customer Solutions Department directly at ###-###-#### Monday-Friday 9am to 6pm EST. Regards, CHW

Below please see the screen shot of the customer’s account and that there has been a credit placed back onto his credit card in the amount of $63.00 as [redacted] stated he would do. Please let the customer know that this will show into his banking center within a few days. Thank you so much,Tracy

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 .  I do apologize that you were charged an extra service call fee; I do see that CHW has provided a onetime free service call fee under your policy for you.  Also I apologize that the technician for the garage door did not come back to finish repairing what he had broken, that is not something that would be covered under our policy per Section F. #19. On 9/28/15, CHW did reassign a new technician to come to your home and we do see that you did receive that information via email.  I have requested that our escalations manager contact you and the technician to ensure that everything is scheduled..  We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

Dear [redacted],   Please refer to Section Letter A, Number 2, of our policy where it states CHW will cover failures that “Become inoperative due to normal wear and tear…” Per the diagnosis, your system is still operating.  You may get a second opinion at your expense, however until proven otherwise, the outcome of this claim stands.   CHW is willing to offer you a refund of $559.29 if you choose to cancel your policy.  Please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST to speak with a Customer Solution Specialist.     Regards, CHW

Complaint: [redacted]
I am rejecting this response because: We have not received the label to return the part which then in turn you all will credit us.  Our credit card bill will be showing up sooner than your company will credit our money.    This has been 2 weeks now. 
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 our web site at http://www.choicehomewarranty.com/user_agreement.php.
Upon review of your policy, we do see that was purchased on 7/9/16 and the start date was 8/9/16, CHW provides our customers with 30 days to ensure that they have all units in proper working order for the start date. This is 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...”
You placed your first claim with us for the washer on 8/14/16, which was 5 days after the policy’s start date. As a goodwill gesture CHW provided you with a check in the amount of $350.00 that does take 30 business days to receive.
On 8/22/16, again only a short time after the policy started you placed a claim for your Air Conditioning system. Per our policy, as stated above, this claim would not be covered. The failures that this unit had could not have happened within the timeframe of the policy.
As we stated in beginning of this response, anyone can view the policy as it is online, however a policy was provided to you upon purchase via email as well as a hard copy. We will be happy to send you another one both via email and mail.
We do regret your frustration with this claim; however we are in 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 policy that began with CHW on 4/4/16, we see that you placed a claim for your Air Conditioning System on 4/5/16. You stated in your claim that you placed online that the unit had not worked since 12/30/15.  Per our policy all units must enter the policy in proper working order. You had stated that the unit did not work since 12/30/15; this shows that the unit did not enter the policy properly.CHW did however send a tech to your home and he determined that the unit had a failure with the scroll compressor, it had an internal failure.  This failure could not have happened within the time frame that you had your policy therefore the claim was not covered per Section A. Coverage.#3 states that all units must enter the policy in proper working order. Please see below: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.As a goodwill gesture since you disagree with the outcome of the claim and therefore the policy, CHW is offering you a full refund of what you have paid for the policy in the amount of $71.66.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 your claim shows that the claim was processed in accordance with the policy. The technician provided a diagnosis that there is an issue with the shower valve and it needs to be replaced. The shower valve is a part of the actual fixture. The policy states in Section letter D, Number 8 that fixtures are not covered.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW