Bass Services, Inc.

[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 as long as they honor the gesture offer of $250.00 that can help and I can use as part payment to fix the AC.
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.Upon review of your claim, it does show that it was processed in accordance with the terms and conditions of our policy.The outcome of this claim states that the unit was improperly installed, if you disagree with the outcome, you are welcome to provide us with a second opinion however per the policy, and Section F. Limitations of Liability #11 does state that we do not cover this type of failure.It is not unlikely that a home that is less than 10 years of age can have this type of failure however again, if you do not feel as though this is accurate information; we invite you to provide a second opinion to provide to us.  Please have them contact us at ###-###-#### and speak with our authorization department.We do want to inform you that if you chose to have the unit fixed without prior authorization from CHW, per our policy Section C. Service Calls, CHW will not reimburse.We do see that our Consumer Advocate is scheduled to contact you however there is a 30 day dispute period that they are permitted to review the policy.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted],Kindly send the receipt to [email protected] and
please place the claim number on the receipt along with "POR" - this
is for proof of repair. This way any claim that you place in the future will be able to be placed for that unit.We do regret your frustration and we appreciate that you are going to continue to be a customer of CHW.Thank you,CHW

The release agreement is necessary in order to provide the discussed payment of $150.00. Food spoilage is something that is not covered in the contract but in the interest of customer service CHW wanted to assist. The agreement is still valid if you would like to take advantage of it. Once it is received it will be submitted for processing. If you have any questions regarding the agreement, please call the customer service team directly at ###-###-####.   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 in accordance with the policy. The claim for the heating system was placed online on 11/29/16 and the policy has an effective date of 11/9/16, however, the information that was placed online when placing the claim indicated that the last date the system was working was 3/31/16, which is months prior to the start of the policy. As such, it would be considered a preexisting condition. Section Letter F, Number 1 indicates that CHW is not responsible for repairs related to unknown or known preexisting conditions. As a courtesy, CHW sent a technician to the home who determined that there is a bad control board. This wouldn’t be covered in accordance to the policy. There was a request made to cancel the policy and it was cancelled, however, a request was made to reactivate the policy. There was another call received on 12/5/16 to cancel the policy at the end of the month, however, once the information was relayed that the cancellation date is effective when the request is made, the customer advised a call back will occur on January 1st. If there are any questions, 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 Mr. [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] CHW does reimburse for repairs that are made if the claim is covered however before the repair is completed, your technician would have to contact CHW to receive prior approval. This is stated in Section C. Service Calls #3. Also per our policy, we do not reimburse for leak detection tests. This is stated in Section D. Coverage #4. If your unit was low on Freon, and our technician added it, then you had your technician come and he added it as well; there must have been a leak.  Also, the technician you hired did not complete the leak detection test, he placed Freon into the system and added dye, and he should go back to the home to finish the test.  Once you have the results of the test can we know for sure if the unit does not have a leak. If the technician states that there is no leak, CHW will reimburse you for the $135.00 as a goodwill gesture but we do have to know that there was not a leak because we have already paid for the unit to have Freon added. I have notated your claim to reflect that the technician will contact us to provide the rest of the outcome of the test. We do regret your frustration with this claim; and are hopeful to get to the bottom of the issue. Regards, CHW

Dea[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].   records indicate that the policy has been canceled in accordance to section Letter L, Number 4 in which if the policy 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. Research was done and there as an additional payment posted to your credit card on file in the amount of $16.66. The refund received was pro rata as well as the administrative fee. If you have any questions, please call our customer service team at [redacted]   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 Warranty has not provided me with any peace of mind by any means! They have definitely not offered a high quality, easy or affordable way to protect me and my family's most valuable asset. They didn't send the terms of the user agreement at purchase. The pamphlet didn't arrive at my home until almost
3-4 weeks after I paid for the warranty. The service providers they choose to use to handle their work orders don't even show up when they are suppose to, which caused many inconveniences for me and my family. The work they performed was done at times when I was not even present which also caused issues with my unit. Choice Home Warranty was notified from the start that I only lived in the home for a short period which they said would not matter at all. In the terms it does not state anything about needing amp draws, pressure readings, etc. on a service report. I had my unit serviced in the short time I have lived in this home, and have provided receipts showing the unit was serviced and cleaned. Now Choice Home Warranty is claiming this isn't good enough. Also a outdoor condenser unit is made to be outside and withstand natural dirt and debris that may build up inside the container. The coils were cleaned twice since living here and the compressor has failed because its 17 years old, not because of some normal outdoor debris. So this failure was not due to a lack of normal or routine maintenance, which was done since I've lived here and provided receipts for the services done! Choice Home Warranty serviced the unit when they had to replace $20 parts. If the unit wasn't serviced why were those service calls no issue? This has been nothing but trouble and Choice Home Warranty has not fixed this ongoing problem from the start. They are trying to use every word possible in their contract in order to get out of fixing this issue. I was told to send receipts in showing I had the units serviced, and once they received them I was then told they needed 3 years prior records of service. That's impossible since I have only been at the address for a little over a year. Choice Home Warranty is not in compliance with the terms and conditions as they claim!!! They are just another big insurance/warranty company taking advantage of people who they think they can. Bottom line is, a compressor can fail for different reasons, which makes it impossible to say it failed because of lack of routine maintenance, which WAS performed. This claim should be covered by Choice Home Warranty and others need to know how they don't stand by their agreement.  
Regards,
[redacted]

Please check the credit card that you signed up with us with, I do see that you were provided a refund again on 10/11/15 in the amount of $1125.00 as well as a refund on 08/05/15 in the amount of $2805.00.  Please contact our cancellations department if this is not what you are stating, this is the full amount that we do see. 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].   A check in the amount of $700.00 was mailed on July 12th via US Postal mail to the address on file. If you haven’t received the check please call the customer service team at [redacted]
  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]   The goal of CHW is to offer optimal customer service at all times. Please accept apologies in the delay in getting the dishwasher installed. The unit has been ordered and should allow approximately 5 business days. Please call the customer service team at ###-###-#### for continued updates if you haven’t receive the unit.   CHW values all customers and wouldn’t want to see you leave, however it you would like to cancel please call the customer service team at ###-###-#### to handle this request.   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:  No Where in the contract does it state we have to have a 21 point check list that is done on a routine maintenance check.  I did have maintenance contracts with three different companies during the past 10 years.  None of them gave a checklist as you describe.  I did get an invoice with a summary of some things that were found.  Twice I emailed you the past three years of these invoices.  Only once was rust ever mentioned and that was in May 2012 when the evaporator coil was rusted and leaking water.  It was replaced and paid for by [redacted]  And it did not affect the furnace portion of the unit.  The rust shown in the picture you have was due to moisture over the past 16 years from the evaporator coil which is located above the furnace.  It is on the outside of the furnace and had no effect  on its operation.  The heating elements burned out due to the age of the unit.  The company I had in 2011-12 did give the specific information you mentioned but I did not send those since I did not believe that what was done then had any effect in December 2016.  I did send a contract for [redacted]' for 5/10/2013 - 5/9/2014 and for 2014 - 2015 which listed what they check.  The technician Choice dispatched sent me an email which said he had just texted me the pictures he shared with Choice and that it is normal for you to say things like it was due to lack of maintenance.  He also said his diagnosis he gave to you was "NORMAL WEAR AND TEAR".  Also, the Final Consent Judgement in the 2014 lawsuit brought by the New Jersey Division of Consumer Affairs which was given in June 2015 prohibits CHW from, among other practices, "Requesting maintenance records or other similar documents from consumers in the initial review of their claims."  It is my understanding CHW continues to have business practices monitored. We undertook this contract in good faith and did our part.  We assumed Choice Home Warranty would also, but you have instead committed fraud.  We reject your offer for a refund of $491.40.  We paid $1,200.00 to have the furnace replaced and that is the amount we expect to be reimbursed.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: We would have, did cover  the Freon. The first technician did not test to see what the Freon level was. Your policy does not say that it does not cover compressor, in fact it states that ALL COMPONENTS AND PARTS INCLUDING INTEGRAL FREEZER are included. Exclusions are Freon and leak. No one determined if and where the leak was.
Regards,
[redacted]

[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]

the check finally came today.  Thanks for your help.

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. Upon review of your claim, we do see that the Air Conditioning System was not covered due to a lack of proper routine maintenance.  We do not see any other indication that there was any other reasoning as to the failure that was documented.Per the technician’s notations he stated that there was an internal mechanical failure and the compressor is over AMPing, this caused the unit to fail.  When you had spoken to our customer service rep, you advised him that the unit stopped working due to a lizard going into the compressor.  We then advised you that if that was the case then it would not be covered because we do not cover pest damage. We received what you stated was a maintenance record which was not and was a maintenance record it was an inspection report.  Inspection reports do not show if the levels of the unit are accurate or if the unit is in proper working order, they show if the unit turns on and off.  This would not be a record of maintenance.We also see that our manager offered to assist with a part of the claim and you declined, advising us that you will not settle for anything less than a covered claim.  Therefore we did not provide the goodwill gesture for you.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: You advertise replacement of appliances.  I bought a new refrigerator costing over 900.00 when I was covered under your warranty and you only gave me 130.00 towards the purchase.  This does not cover the complete cost of new refrigerator.  You responded and delayed the whole process for over four months and all the food in the refrigerator was spoiled and had to throw them away.  You claim prompt response to claims.  My claim was made in May to Choice and you sent back and forth technicians who even complained to me about your bad treatment to them.  I finally gave up and had to purchase a new refrigerator  after four months of going back and forth with Choice.  The last problem was not a faucet issue only.  The technician I paid to fix the problem said it was a plumbing issue as well as faucet after I paid 250.00 out of my pocket.  I want my refund for all these expenses and also all the  monthly 35 dollar fee I paid to choice.  I went online to read other issues customers have with Choice only to my surprise in fact not to my surprise found out that you have even been sued.  This is not good business practice.  If you do not refund my money and all the fees I have paid I will file a claim with FCC and other consumer agencies about your deceptive advertising. 
Regards,
[redacted]

Dear [redacted], We regret to hear your frustration. Although you are not entitled to a full refund per our policy Section Letter L of Cancellations, CHW will honor your request and issue you $47.83 to make your refund full.  CHW has submitted this request and will process your refund.Please be advised that the 1st $47.83 was already processed via check on 10/3/2017 at 8:39am, therefore you would receive a 2nd check of $47.83 via check. Regards,CHW

Complaint: [redacted]
I am rejecting this response because:there was a cleaning, but the motor replacement was not related and feel this portion of bill should be reimbursed.  
Regards,
[redacted]

The fact remains that the whole purpose and intent of the contact with CHW was to protect homeowner from incurring expenses such as this. Additionally, the fact remains that the property and the warranty were purchased at the same time with the sole purpose of providing the homeowner with the assurance that IF a covered piece of equipment failed, the warranty would help with the expenses. In this case, there is no way for either the homeowner or technician inspecting/repairing the system to definitively determine that the system failed as a result of some maintenance or equipment replacement that occurred prior to said purchase and without the current homeowner's knowledge. Either way, this is the purpose of purchasing the home warranty.It is perfectly clear that  CHW continues to use deceptive tactics to deny this claim, i.e. denied this claim because I was unable to provide multiple years of maintenance records. As a result, I have paid more than a thousand dollars for a CHW warranty and then required to pay out-of-pocket for air conditioning replacement that was purportedly covered.If CHW does not reconsider their position, I will pursue a claim in the Superior Court in [redacted]. Based on the recent judgement from June 2015, I am pretty sure I have a good chance of getting a fair resolution.