Bass Services, Inc.

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]

Dear Mr. [redacted],
CHW will not be able to accept a response that is from an attorney since we are not attorneys. We can advise you that your claim for the refrigerator was not covered per our policy, Section D. Coverage #3 which states that we do not cover leaks from a unit.
In reference to the Heating system claim, this was a partial covered claim and CHW was willing to provide payment for the primary failure which was the transformer however the TSTAT is the portion that you would be responsible for.
We do see that CHW has offered to assist and provide you with a goodwill gesture to skip the next two payments for the policy.
This was a settlement for your claim since you were unhappy with the outcome. Our goodwill gesture that you have accepted was the 2 payments of the policy that were skipped.
If you have any questions or concerns, please feel free to contact us at ###-###-#### and we can speak with you however we are unable to speak with your attorney.
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]
* An explanation of the non-covered reason of the claim was provided for you via email on 9/6/16 per your request. As a goodwill gesture, CHW paid to recharge the system as it was low on Freon. However, since the system was low on Freon, the caused the hard start kit and the capacitor to over amp and burn out. The hard start skit and capacitor are considered secondary damages and under the policy, section Letter F, Number 19, secondary damages are not covered.   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:
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]

Complaint: [redacted]
I am rejecting this response because:From the past dealings with this company. Which now include being without hot water for A week. If we hadn't callerd regarding that repair the part would never have been ordered. Which we are looking at another possible 5 days without hot water I highly doubt they would reimburse me after the job is finished. They should be the ones paying for the job in its entirety. Sorry but their word means nothing. They need to pay for the repair completely. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  It was installed by there company, the person they sent to do the repairs messed up my 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 policy I do see that you had placed 2 claims with us:Claim # [redacted] for your Dishwasher Claim # [redacted] for your Plumbing StoppageYour policy started with us on 3/1/15 and you paid $476.00.  You placed your first claim for your plumbing stoppage that CHW paid $130.00 to the technician to fix on 3/21/15.Your second claim for your dishwasher that was placed on 5/11/15 unfortunately was not a covered claim as you pointed out, CHW does not cover secondary damage.  We did however offer you in good faith a goodwill gesture of $180.00 towards the repair of the unit.  I do see that you had declined this offer and had chosen to cancel your policy instead.Per our policy Section G. Cancelations, it states that if you terminate the policy pre-maturely you will be responsible to pay a $50 administration fee and you will be obligated to pay back what CHW paid in claims.  The amount that we refunded you $216.66 is exactly what you paid for the policy with the fee’s deducted. Please see blow for breakdown of the cancellation. $39.67 for the 2 months that you had the warranty= $79.34 $79.34+$50.00= $129.34 $129.34+$130.00=$259.34 $476.00-$259.34= $216.66CHW gave you a refund of your policy in the amount of $216.66 on 5/13/15.  We do apologize for any inconvenience that this has caused but we are unable to fix or refund you anything else due to your policy being cancelled and all funds have been returned per the agreement that you had received on 2/1/15 and started on 3/1/15. Best regards,CHW  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 with the policy. As indicated in section Letter D, Number 4, water leaks are not covered under the policy. Section Letter D, Number 5 indicates that drain pans are not covered. CHW values all customers and don’t want to lose any customers, however, if a choice is made to cancel the policy, it is done so in accordance to the policy section Letter L, Number 4 which states, “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 $25 administrative fee and any service costs incurred by us”. Based on this information, it will be requested that the refunded amount be verified.   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:I do not argue that the contract states that you prorate the refund. Nor do I argue that the contract throws in that you will deduct from any refund all warranty payments made to date. My grievance is that despite your representation in your contracts, you still continue to use creative and deceptive means to sell your product. For example your sales represetatives tote your product as a warranty even though you go out of your way to claim otherwise. Isn't the name of your company "Choice Home Warranty" ??? When I originally contacted your company, you sold me on the idea of purchasing an extra 2 years by throwing in a carrot - 3 extra months, promising that at any time you can cancel the other years without any loss. This is obviously not the case. This is not the first time that you had practiced such deceptive advertising. Back in 2013-2015 the state of New Jersey filed a lawsuit which resulted in fines paid by your company for such behavior. Perhaps it is time to contact again the Attorney General of New Jersey.In short, I want a prorated refund that does not deduct outlays by your company. 
Regards,
[redacted]

I am rejecting this response because:  I Called Choice Home Warranty within the first 30 days of the contract to cancel.  I have attached the AT&T call logs and the numerous times that I phoned(8 times in total) to cancel which I can do within the first 30 days of the warranty.  They repeatedly told me that someone would phone me back and no one ever did.  On the morning of the 17th of July at 6:31am I called again and they transferred me to a Director, Mr. Aaron [redacted] and I spoke to him for over 30 minutes and he blatantly told me that he would not cancel my contract.  Hence the long phone call of me repeatedly instructing him to cancel my warranty.  He then told me that they would cover the electrical panel fault but I had to pay another $500.   I again instructed him to cancel the contract.  He told me to think about it over the weekend and I would receive a full refund if I decided to cancel after that.  I told him I would NOT change my mind and called again his direct number (###-###-####) and canceled AGAIN on the 18th of July.  This is all documented in the AT&T billing as proof.To date I have not received a refund of any kind.  They have not sent a credit to my visa card nor have I received a check.  I have also attached the charges against my Bank of America credit card for your records.  Again there are NO credits from CHW.

[redacted]Thank you for your response, we understand that there is a reason that you had to purchase a new unit however CHW does not cover emergency repairs or replacements and we do not cover units that lack proper routine maintenance. As you stated although there might be a reason, the coil was dirty and that is a lack of proper routine maintenance. CHW is offering you a goodwill gesture in the amount of $200 for this claim.  Kindly contact us at [redacted] if you would like to accept.Thank you,CHW

Dear [redacted] We do appreciate your feedback.  We will look further into this this situation and advise the Sales Manager to address accordingly. Please understand that Choice Home Warranty does cover high end appliances such as your refrigerator, oven, range, stove, cooktop, built-in microwave, washer, and dryer.  In order to determine if a claim would be covered or not, we would need to receive a diagnosis.  Once we receive a diagnosis, our Authorization’s Team will determine the outcome of the claim, based on our policy.   Regards,CHW

Dear [redacted],Since this is a non-covered claim, CHW is offering to provide you with the cost of the parts.  The cost of the installation would not be something that we would provide to you but you could however use the same technician for better pricing for the labor.  Also, since he is aware of the unit, it might make it easier.If you would like for us to provide you with the amount of the parts as we stated we would, the cost would be a goodwill gesture.  Kindly advise us if you would like to accept the offer for the parts as the labor would not be covered for a non-covered claim.Thank you,CHW

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that I have no other choice in the matter other than to accept a partial refund.  While I do disagree with their statement due to the misleading timeframe and now they seem to now claim this might have been a preexisting condition, I can only go by what I was sold and also told by the one tech that they hand picked to send to my home whom never went inside my home even when offered and said everything looked fine and then to also have a third party tech provide them with the problem over 2 months later which they state but not by their tech back in May.
I am disappointed with Choice Home Warranty and will never purchase another home warranty again from any company. 
Regards,

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 placed a claim for your AC systems on 7/7/15 and the technician stated that one of the units had a coil that was dirty, clogged and he could not receive a pressure readings until the unit had thawed out due to it being frozen.  This claim was not a covered claim due to a lack of proper routine maintenance. Before placing a second claim for this unit, you should have provided us with a proof of repair, however we did still send a technician to your home on 5/3/16, since you placed a claim again for your AC system and you stated that the unit had a power outage and then they stopped working.  The technician explained that again the unit lacked proper maintenance; it was low on Freon by 9lbs and it only holds 10lbs. The evaporator coil was leaking as well. The fins showed deterioration and visible lack of proper routine maintenance. Regardless that this claim was not covered for the lack of proper routine maintenance and the fact that CHW does not cover failures due to power surges, we still offered you a goodwill gesture of $150 towards the repair of the unit, which you had declined.  We again advised you that since the last claim was not a covered claim, this unit was not fixed prior to this one, we still would not be able to cover the cost of the repair, the unit lacked proper routine maintenance on the previous claim and that denial still stands for this claim.  The pictures that we had received from the technician do show exactly what the technician stated to be true. Per our policy, we do not cover failure due to a lack of routine maintenance.  We are still willing to provide you with the goodwill gesture as we stated before of $150.00. 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 frustration and apologize for the inconvenience this may have caused you.Our recent records show that the parts have been ordered and will be sent over night to the technician.Once the technician receives the parts, you will be contacted. Regards,CHW

Complaint: [redacted]
I am rejecting this response because: the item under dispute was listed as covered under the contract both on your website and confirmed by your customer service department. The issue was with the alteration of what the tech told you was broken vs what you put in the write up. After multiple calls though this issue has been resolved. After multiple calls from the tech saying his report was altered someone on your end changed the report to what was actually the issue, which was covered in the contract. Based on your response to the Revdex.com however it is clear you didn't even bother to look at the case or you would have already known that. My disappointment was with the fact that it was clear both from the contract and customer service the item was covered, but someone at Chw was altering the report from the tech. I understand you are a business, and I was never trying to get an item not covered paid for. 
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]t.   A review of the claim shows that the claim has been processed according to the policy. The diagnosis that was received by the technician was that the system had an internal failure of the compressor. This is caused from excessive overheating and is a lack of proper routine maintenance. 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”.   CHW doesn’t require that maintenance records are providing, however, you are invited to submit them for a review of the claim. You didn’t send in maintenance records but instead an invoice dated 4/5/15 that shows there was a replacement of 2 capacitators. There were also documents that were submitted that were invoices as well. You can find the specific normal routine maintenance in the manufacturer’s literature. You are a valued customer and CHW offered to provide you with a $250 goodwill payment to assist with the non-covered claim but you declined. If you would like to receive this, please call the CHW customer service team at ###-###-####.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear Sandra & Mic [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. Section Letter F, Number 1 indicates that CHW is not responsible for repairs related to known or unknown preexisting conditions. Based on the diagnosis that was received from the technician the compressor on the unit the compressor was bad. The policy has an effective date of 8/11/16 and the claim was placed on 8/14/16. This is something that would not occur during such a short span. However, in the interest of customer service, CHW offered a goodwill gesture of $200 towards the repair. An agreement was sent.   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 the claim was processed in accordance with the policy section Letter D, Number 5 in which states that drain pans are not covered. The technician provided a diagnosis that the drain pan was cracked and needed to be replaced. Although you were able to obtain another diagnosis and have the issue corrected at your expense, there is nothing CHW can do as you canceled the policy. There is nothing that is done on canceled policy. The option would have been to have a second opinion and have that technician submit the information to CHW.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW