Bass Services, Inc.

Complaint: ***
I am rejecting this response because: its not my fault the 1st company messed upCHW should do a better job at screening companies for serviceHad the 1st company done the job right the 2nd company wouldnt of been needed.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:The total plan states that it covers Water Heaters...most homes water heaters have tanks! What the Heck? Furthermore, this policy was not sent to me when I called at got this plan with ChoiceChoice total plan should not state that it covers Water Heaters because you are staying you don't cover tanks? Crazy....It is a complete lie that I declined the $250.00! I have yet to receive it and I told the representative for your company that I was too angry that you guys were Not holding up your end of the agreement and were coming up with any loophole to Not have to payYou could not have thought I cancelled as you Just on 1/8/took you monthly fee out my account! Have you sent the $250.00? No, lies again! Totally disappointed in your Company!!!
Regards,
*** ***

The documents need to be submitted directly to CHW at *** and please include all correspondence numbers on the requestIf there are questions, please call the customer service team at CHW directly at ###-###-#### Regards, CHW

Dear Jack * ***, 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 *** This is regarding claim number ***Upon review of your records it appears that your claim has been processed in accordance with the policy section Letter F, Number which states we are not liable for or routine maintenanceWe will not pay for repairs or failures that result from the Contract holder’s failure to perform or routine maintenanceFor 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 replacementThe unit wasn’t cooling due to a loss of Freon through a hole in the Condenser CoilThe Coil had a hole due to rust and corrosion that caused the continued deterioration of the coilThis is something that would not occur if the unit was receiving proper routine maintenanceBased on the conversation held with one of the managers, although CHW doesn’t require customers to send in maintenance records, you were invited to send in the proper routine maintenance records to have the claim reviewed in hopes of a more favorable outcomeYou may do this by sending the information to *** and add the claim number to the top of each of the pages We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Complaint: ***
I am rejecting this response because:
The pipes are cast iron, as you know cast iron does not get rusty, its not metal, but however it does get a rusty color, ask any plumber, I called up the technician you send down, he did not mentioned one word of rust, that's what you made up same as last time when you made up different reasons why you are not going to cover it, The pipes are not thin and cracked because its old and under the warranty wear and tear is covered, and that's exactly why this happened, I had another plumber coming he showed me there is rust after taking a wet towel and wiping it,you told me you have pictures of the rust and **st likely you will send me the' Y' shape pipe which is not being used in the line and thats not where not problem is, where the crack is there is '0' a**unt of rust, please send me those pictures, and also send down another technician for a second opinion, why can't you for ones keep your promise to cover someone when something breaks? its the second claim I had with you and yet both times I had to go through hell to get it solved and only after I had a court order against your company, P.S I will send you pictures of the pipes when I get a chance
Regards,
** ***

Dear *** ***, 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 the valve for the head that controls the regeneration was stuck and needed to be replaced. This can only happen from a lack of maintenance as the debris builds up and it gets stuck. 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 or routine maintenance...” Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied. As a goodwill gesture, we have added a onetime free service call fee onto your policy. This can 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 *** *** 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 *** A review of the claim shows it was processed according to the policyThe claim was placed and CHW received a diagnosis from the technician indicating that the board shorted out and caught fire and was not repairableSection Letter F, Number of the policy indicates that fire damage and fires are an exclusion of the policyYou have indicated that you hadn’t heard from the Consumer AdvocateIt is requested that customers allow days for the claim to be reviewed if it is disputedAt this time, the claim remains non-covered We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear *** ***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 tank was leaking and needed to be replaced. Per our policy, Section Letter, D, Number 6, CHW does not cover “…Main, Holding or storage tanks…”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied but you understood Please understand that our policy states in Section Letter C, Number 4, that for every claim that is placed, the service call fee must be paid to the service provider You requested that your $service call fee be refunded to you therefore, as a goodwill gesture, we added a one-time free service call fee for 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 *** * ***, 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 *** A review of the claim shows that the claim was handled according to the policyCHW does cover the appliances despite the age in accordance with the contractThe diagnosis that was received was that the Evaporator Coil had leaks and there was also rust displayedSection Letter F, Number of the policy indicates that CHW is not responsible for repairs related to rust and corrosionAs such, the claim wasn’t coveredYou have indicated that you would like to cancel your policyCHW values all customersPlease refer to section Letter L, Number of the policyPlease call the CHW customer service department directly if you have any questions at ###-###-#### We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear Mr*** ***,
CHW had explained to you that you cannot provide routine maintenance to your own unit as you stated you had, you then stated you did not do them, a friend did maintenance but they could get into trouble if their company knew and that is why you did not have proper routine maintenance records
Per our policy we do require all units to be maintained by the manufactures specification which does state a licensed tech should go to your home once a year to clean the unit and check all the levelsThis failure was not a wear and tear; this failure was caused by not having the unit maintained properlyWe did request documents however we understand you stating that you cannot provide them since you did not keep the recordsA licensed technician would have done so for the customer
As a goodwill gesture, we are willing to offer you what you had requested, a full refundPlease contact our customer service to receive the proper paperwork for us to cancel the policy with the full refund and not pro-rateCHW

Dear *** ***,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 this unit was awaiting parts to be ordered On 3/14/we were advised that the parts were lost in shipment and we did reorder the parts Understanding that this was taking a while to repair for you, CHW then offered you a buyout for the unit which you did accept on 3/25/in the amount of $ Being that this took so long to resolve and our checks take business days to receive, we have added a onetime free service call fee to your policy as a gesture of appreciation that you have been so patient with the process Thank you for being a valued customer to Choice Home Warranty.All of our best,CHW

Dear *** ***,The diagnosis that CHW received was that the failure of the evaporator coil was leaking due to rust which is something that CHW would not cover Please review Section F#of the policy.The technician’s diagnosis that you provided to us stated that there was a badly clogged condenser, low on chargeHaving a condenser badly clogged does show a lack of proper maintenance however again, this claim was not covered per the policy for the rust.We do see that you have had the unit fixed already and our records show that we have offered to provide you with a goodwill gesture to assist Since the unit has been repaired without authorization, Section CService Calls #2, we will not reimburse for a claim that was completed without authorization and since this was not a covered claim we would not provide anything but the goodwill gestureWe will increase the offer to $however that would be the max amount that we would assist with a non-covered claim.Thank you,CHW

Dear *** ***, 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 There was a claim placed on 6/15/for the air conditioning unit which wasn’t coolingThe claim was not covered per the policy section letter F, Number in which misuse and abuse had caused damage to the evaporator coil beyond repairThe evaporator coil had been physically damagedAs a result, the claim was not coveredAnother claim was placed for the same air conditioning unit on 9/5/16, CHW requested a document indicating that proof of repair had been done in an effort to assist with the coverageAs a courtesy, CHW called the previous repair company in an effort to receive the proof of repair as you indicated that you weren’t comfortable callingThere was no proof of repairThe diagnosis of the unit for the visit on 9/5/was that the evaporator coil was clogged, there was a restriction in the coil and there was rust on the unitAs a courtesy, CHW provided you with a free service call, however, CHW can’t cover something that was previously not covered without the required proof that it had been repaired and this is a new instancePlease call customer service directly at ###-###-#### if you have any questions We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

*** ***,The diagnosis has always been the same on this claim, as well as the policy CHW doesn’t cover the tanks as stated in Section DCoverage # Also, the failure that your unit had was due to rust and corrosion which is not covered in our policy as stated in Section FLimitations of Liability #1Thank you,CHW

Complaint: ***
I am rejecting this response because:I did not see the emails come through and I am so upset with the way they handled this thank you
Regards,
*** ***

*** *** Per our policy, this claim would not be covered; please see Section D#that states that will not cover tankless systems as well as valvesWe do understand your frustration however we are following the policy in which we do expect our customers to doThank you, CHW

Dear *** ***,
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 assetWe 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 purchaseIt may also be found on our web site at ***
Upon review of your policy with CHW we do see that we were able to assist you with previous claims totaling $ However we do see that you placed your claim for the AC System and in reviewing that claim, we do see that the technician stated that the unit was shorted to the ground which is caused from excess overheating of the compressorWhen a unit is overheating it could be from a power surge, lighting strike or having no Freon or a lack of proper routine maintenance; all of which are not covered under or policy
We do see that you spoke with one of our supervisors and stated that you were going to send in maintenance records and you were going to send in a second diagnosis from your own technicianIf you have had a second opinion or maintenance records, we would be happy to review them for you to see if we can have more of a favorable outcome for you
Please note that per our policy, Section CService Calls state that anytime you have a technician come to your home for a claim, if it is a covered claim or not, you must pay the technician for the service call feeIt is documented that you stated you did not pay this fee
Also, per our policy, Section FLimitations of Liability #states that CHW does not cover failures due to a lack of routine maintenanceIn our policy, we do state as well in Section F#that we do not cover for any type of power surges
Please note that if you are to use a different technician, you must provide CHW with the diagnosis before any work is to be completedIf you do have the work done without providing us with the diagnosis and not receiving authorization, we will not provide funds for any of the claim
We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy
Sincerely,
CHW

Complaint: ***
I am rejecting this response because:
We are rejecting the response due to the continued unethical practices that CHW continues to practice underYou offered a "buyout" and continue to offer a "buyout" for an item that should be replaced by your companyHowever you refuse to take responsibility and stand up to your end of the bargainWe are filing a complaint with the NJ Attorney General's office as well as the AZ Attorney General's office to have them pursue for us at a different levelWe believe that this needs to be brought to the attention of a higher level The continued unethical practices of your company need to stop
Regards,
*** ***

[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 *** and find that this resolution is satisfactory to me
Regards,
*** ***

Dear *** ***,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 there are currently no issues with the unit does heat Please be advised that there is a dirty air dryer vent which has a substantial amount of dust in the back of the unit This issue should be addressed by clearing out the dust. Per our policy, Section Letter D, Number 1, CHW “…venting…” is not covered.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW