Bass Services, Inc.

Complaint: [redacted]
I am rejecting this response because:
CHW stating they did not receive a second opinion to review is not true. I sent statements from two HVAC contractors, and one of the CHW claims specialists read one of them back to me. She acknowledged that the expansion valve did not fail, but then said "we're not going to cover it anyway". The unit has not been replaced, we are still without an air conditioning system. 
Regards,
[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 claim, it states that the unit failed due to rust or corrosion.  Per our policy, failures due to rust or corrosion are not a covered item. Please see Section F. Limitations of Liability #1 1. 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.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. Choice Home Warranty was in full compliance with its terms & conditions.Best regards,CHW

Dear Mr. [redacted],We do regret your frustration and we do understand that you did pay out of pocket however our policy does state that CHW will not pay for claims without prior approval. We do see that this was advised to you on 5/23/17.  It states that it was understood by you that once you have the diagnosis to have the technician contact us to receive prior approval.  CHW is not an emergency service and we will if authorized provide at our rates.  This claim was provided the amount of $230.00 which CHW did wave the service call fee for you.We do regret that you are unhappy with the outcome however CHW is in full compliance.Thank you,CHW

The fact that no details were mailed to me after having asked twice ..im sure in which all the things that are NOT covered are listed. Your company is gaining customers under false presumptions. I was told that all I had to pay was a 60 service call and ALL PARTS and labor were covered by the policy..and if it couldnt be fixed it would be replaced. You can state you are in compliance with your policies ..state whatever you would like..im just glad to be done with your business. I will accept the full refund thankfully as I would have never purchased the policy knowing all the little stipulations that were not made available. Thank you for the refund.[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]

[redacted],We understand your frustration however any unit that is missing parts, or has dirt and debris is something that we would not cover due to a lack of maintenance and secondary damages. If you do not have the cap, as you stated dirt and debris can get inside.  This can cause the unit to fail. You are welcome to provide us with a second opinion or provide us with routine maintenance for the one unit however the second unit would not be covered without providing us with a different diagnosis for the claim.We would like to offer you a goodwill gesture in the amount of $200 to assist with this claim. If you would like to accept the offer please contact us at ###-###-#### and we will authorize the funds for you.Thank you.CHW

The response is loaded with manipulative language used to deceive  consumers.  Clearly when purchasing your policy it says you will REPLACE if you can not repair the item.  It doesnt say replace with lesser or quality item or offer a wholesale value wich I have no way of getting as a consumer.  The language is predatory and deceitful.  So you have paid over $700 in repairs....  well guess what you were suppose to.  Its the reason I bought the warranty and why I pay the premium every month.  I want a fair price for the stove replacement as you advertised!

Complaint: [redacted]
I am rejecting this response because:
yes it is true the offer was made and they asked me to sign a form but when form arrived in my email it was not as they had stated it was for 100 dollars  
Regards,
[redacted]

Customer are allowed 30 days to be sure that everything is in working condition before the effective date of the policy. Preexisting conditions are determined not only on the condition of the covered item but to the extent. The pump and control box were burned up. This damage is not something that would occur in such a short life span of the policy. As CHW values all customers, as a courtesy, you have been provided with one free service call for your next claim.   Regards, CHW

Complaint: [redacted]
I am rejecting this response because:
TThe compressor in the unit was not, in fact broken.  The first technician did blow the transformer on the inside unit, which I had replaced on my own, and neglected to wire the unit coreecrly.  I have an invoice from my service call to a separate company who has completely fixed the unit.  I'd like reimbursement for my $99.00 service call, and my policy cancelled effective immediately.
Regards,
[redacted]

I am rejecting this response because:  The item listed on the contract is covered, and your refusal to cover it is a breach of contract.  I was the one that cancelled the policy by contactin Citibank and canceling payment.  You did not refund anything and this is just another lie told by your corrupt company.   I am praying the state wins it's lawsuit to close down your ripoff business.  You are committing fraud and are a blight on honest business owners.

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 water softner was leaking at the service valve.  The leaking was caused by rust/corrosion and calcium build up. Per our policy, Section Letter F, Number 8, CHW is not liable for repair of conditions caused by “…chemical build up…rust or corrosion…”Please be advised that the 2015 claim that you mentioned failed from a lack of effective maintenance.  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 offered you a onetime free service call fee that could 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 [redacted].   A review of your claims has indicated that the claims have been processed in accordance with the policy outlined by CHW. The claim was picked up from a technician within 24 hours. It appears there were issues with the technician returning for the appointment and each time CHW was notified, the claim was reassigned in an effort to have the issue resolved. However, the first technician provided a diagnosis to you, per your complaint that there was a leak. CHW doesn’t pay for leak detection tests as indicated in the policy section Letter D, Number 4. As there was a leak the Freon continued to leak out. CHW did offer you the reimbursement option that would allow a customer to be reimbursed under the guidelines that are outlined that was explained to you but that was declined. When there was a final diagnosis made it was determined that there was a diagnosis made to make you aware of the leak and that the unit was running low on Freon in May. This was causing a restriction which had causes the coil to freeze up. This caused the blower motor to seize up which caused the board to burn up. This is all secondary damages that was caused by the initial Freon leak that wasn’t detected or repaired and is not covered in accordance with the policy section Letter F, Number 19 in which We are not liable for consequential, incidental, indirect, secondary, or punitive damages.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   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 claim, there were two technicians that came to your home and both stated that the unit was lacking proper maintenance.  They stated that the units were low on Freon; this can cause the compressor to over work and over heat.  This would not be normal wear and tear; it would actually be considered secondary damage as it made the unit fail.We do see that you are requesting to have a full refund of your policy.  Please review our policy 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.If you would like to cancel your policy with us, you can call our cancellations department rather than send a letter. We do regret that this claim will not be covered per our policy Section F. Limitations of Liability #19. 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. Choice Home Warranty was in full compliance with its terms & conditions.Best 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 the claim was processed in accordance to the terms of the policy in which CHW is not responsible for repairs related to lack of maintenance. The diagnosis provided to CHW was the compressor was blown out and there was no cap on the compressor. Additionally, it was indicated that the unit was no longer working based on the lightning storm that stuck the area. Please make a note that under the terms of the policy, section Letter F, Number 7 CHW is not responsible for 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.   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: Choice Home Warrantys own customer service supervisor stated to me " We don't know anything about the technicians we send to your house" This told me that they could send any fool with a license to my house. Choice Home Warrantys claims rep then stated to me "You should have been outside with the tech...thats what I do." I told him I had a 2 year old in the house with me at the time and my only concern was to keep the child cool, I thought I could trust Choice Home Warranty to send me a respectable Technician not some lying thief who was only intrested in getting my $150.00 then moving on to the next victim of the heat wave that hit. His response was .....well thats not our problem. "       Choice Home Warranty still doesnt seem to understand that THEIR technician committed fraud, their tech said I didn't have any freon at all. While the guy I also had to pay stated I in fact had TOO MUCH freon.  Choice Home Warranty should repay my $150.00 that I paid to their conartist/fraud of a technician, My contract reads that I HAVE TO accept their Representitives/Techs so I had no way of knowing this guys reputation., so how can I be responsible for their Fraudulant rep?    Sincerely,[redacted]

The agreement, which is still being used to sell their product to the consumer, states that they will replace your appliance if they cannot fix it. I even went as far as calling their sales department and was told the same exact thing by their sales representative that my fridge would be replaced if they cannot fix it!! I not only do not agree with their $300 offer which doesn't even cover half of the cost of another fridge but is also deceiving and immoral to have the consumer believe that the appliance would be replaced and it's not ! I did ensuring they asked and they are not upholding their end. This is not acceptable and is terrible how they do their business. 
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

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 www.choicehomewarranty.com/useragreement. A review of the claim shows that it was processed according to the policy.  Based on the diagnosis that we received, it stated that the compressor shorted to ground.  This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor.  This failure does not constitute normal wear and tear as there are many safeguards that work to prevent these types of failures.  Per our policy, Section Letter A, Number 2, we cover failures that “Become inoperative due to normal wear and tear…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied. We strive to provide the best customer experience, therefore we offered you funds in the amount of $200 to assist you on the non-covered claim.  You declined this offer. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

I am rejecting this response because:They are trying to BACK OUT on a contract and a GOOD WILL offer is $500????, MY price (Wholesale and lowest cost) at Graingers is $1362.00 for just a compressor and that does NOT include labor and Freon to install as JUST a repair. With installing and Freon it would be over $2000 to just repair it.  Their own company said that it NEEDS to be replaced and NOT repaired. PLEASE STAND UP TO WHAT YOU ARE SELLING AND BE ACCOUNTABLE Here is my complaint TRACY and where does it say I asked for a refund of my monies? It says (They want to give me back my monies I have paid them) not that I only want them to give me back my monies as you implied. SEE COMPLAINT BELOW Complaint DetailsMy A/C system compressor quit and has an internal short or burn out problem. The home warranty company is not wanting to replace this unit as they state it is not a covered item even though their warranty does cover compressor's via their own documents as an covered item. They want to give me back my monies I have paid them and then another time they said they would give me $500 towards the repairs. I have estimates from $3800 to $4500 to replace the unit as I was told that there was contamination when this happens and it needs to be replaced with age and all. I went with this company only after they courted me for two months or more as I have a friend with another company that he has used for years and said I should get a home warranty. I couldn't see any difference from the contracts but this company was $20 a month cheaper so I went with them and should of known there was a reason I guess.

Complaint: [redacted]
I am rejecting this response because:
I feel like this company is deceptive and misleading when it comes to what is covered. The person who takes the claims calls should not tell you that your problem will be covered. If a customer knows that a specific type of claim will not be covered they will know not to set up an appointment for a contractor to come out. This way they don't have to pay the co-pay for a service they will not be receiving. When you speak to a representative by phone , you should be able to trust that they are giving you accurate information
Regards,
[redacted]

Based on the diagnosis that was received from the technician, the unit suffered from a lack of proper routine maintenance, which will be maintenance records. CHW doesn’t require that maintenance records are submitted for coverage, however, should your claim not be covered due to lack of proper routine maintenance, you are invited to submit the maintenance records to CHW for review in hopes of a more favorable outcome. You can submit this information to [redacted] and remember to place the claim number on the documents. CHW offered you a goodwill gesture of $100 to assist with repair or replacement as the claim is not covered. The $100 goodwill gesture is still available as the claim remains non-covered. If you would like to have this send to you, please call the CHW customer service team directly at ###-###-####. Regards,   CHW