Bass Services, Inc.

Complaint:
I am rejecting this response because: I ASKED FOR THE PICTURES WHERE THE PART WAS RUSTED AND I WAS TOLD THE LEAK IS THEREIF THE PIPE OF JOINT WAS RUSTED....IT WOULD HAVE EXPLODED AND MY BASEMENT WOULD HAVE BEEN FLOODED BY THE TIME I HAD TO WAIT FOR YOUR DEPARTMENT TO APPROVE MY CLAIM.THE LEAK ON THE JOINT WAS NOT RUSTED BUT WEAR AND TEAR PROCESSTHERE WAS NO RUST WHICH YOU CLAIMI TRIED TO GIVE THE BEST PICTURE POSSIBLE AS THE PIPE IS LOCATED IN BASEMENT WHERE LIGHT IS NOT THAT SUBSTANTIALIT IS NOT THAT I AM TRYING TO HIDE ANYTHING OR TRYING TO CHEAT INSURANCE COMPANY WITH CLAIMALL I WANTED...WAS AMICABLE RESOLUTION TO MY CLAIM WHICH CHW ALWAYS BOASTS THAT YOU DO NOT HAVE TO WORRY ABOUT HOW OLD THE HOUSE ISAND WHEN ISSUES HAPPEN YOU GIVE CLIENTS A RUN AROUND FOR THEIR MONEY THEY SPENT ON MINIMIZING THEIR LOSS.BUT THIS IS NOT THE CASEIT IS JUST CHEATING HONEST CUSTOMERS AND WALKING AWAY FROM YOU...I MAY BE ONE OF THEM IN THE BIG POOL OF CLIENTS WHO WOULD BE LIVID WITH YOUR COMPANY.YES MY POLICY EXPIRED ON 8/20/and I DID NOT RENEW THIS BECAUSE OF THE WAY YOU TREATED MY CLAIM IN DUE HONESTYI AM HONEST AND LOYAL CITIZEN OF THIS COUNTRY AND DO NOT LIKE TO PLAY UNFAIR GAMES OR PRACTISE WHICH ILLEGAL IN ANY CASE.YOU VERY WELL KNOW TO GET THIS KID OF ISSUE FIXED...PLUMBER DOES NOT CHARGE $YOU SHOULD CHECK WITH YOUR *** OWNER *** *** HOW MUCH HE WOULD HAVE CHARGED ME TO FIX THIS JOB.TO BE HONEST HE WAS CLAIMING MUCH MORE THAN WHAT YOU ARE OFFERING ME AND HE TOOK $AS DEPOSIT CHECK...BUT NEVERY RETURNED MY CALL OR CLAIMHE IS ANOTHER WHEELER DEALER I AM FED UP WITH.
Regards,
Dinesh ***

Dear *** *** , Per our policy, you did agree to a pro-rated refund the day you had signed up with us You were provided days to review our policy and if you had disagreed with any part of it you were able to cancel for the full refundYou had CHW as a warranty company and although you may not have used the services, you were able to Our policy clearly states in LCANCELLATIONThis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturerThis is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty. You may cancel within the first days of the order date for a refund of the paid contract fees, less a $administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:Nonpayment of contract fees;Nonpayment of Service Fee, as stated in Section III;Fraud or misrepresentation of facts material by You to the issuance of this contract;Mutual agreement of Us and YouIf canceled after days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $administrative fee and any service costs incurred by Us. All cancellation requests must be submitted in writing. If you would like a pro-rated refund kindly contact us and we will be happy to provide it to you.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 *** A review of the claims shows it was processed according to the policyThe diagnosis that was received by CHW indicated that the evaporator coils had small leaks in the system and wasn’t able to be repaired but needed to be replacedThere was corrosionSection Letter F, Numbers and indicate that CHW is not responsible for repairs related to rust and corrosionThis is not considered wear and tearCHW doesn’t provide routine maintenance as outlined in Section Letter F, Number of the policyThis is the customer’s responsibilityAs a courtesy, CHW provided Freon when you had a leak, however, an inspection of the unit during a routine maintenance check would have indicated that there was a problem 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 unit had a defective door lock mechanism and needed to be replaced. Per our policy, Section Letter D, Number 2, “…doors…” are not covered Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you not satisfied. We strive to provide the best customer experience, therefore we advised you that we would cover the claim as a goodwill gesture You agreed to this You reached back out to CHW to advise that your system was still not working properly Based on the information that the technician provided to us, it stated that the control board fail Please note that this claim is currently under review Once we have reached an outcome, our Customer Solution Specialist will contact you. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear *** ***We regret to hear your frustration. Please refer to your policy, Section Letter F., Number 1, CHW is not liable for “…malfunction or improper operation due to rust or corrosion of all systems and appliances…”The offer of $refund is still available Please contact us directly to accept this offer. Regards,CHW

Dear *** ***,We regret to hear your frustration. Please note that we found a unit: Hotpoint 30” Freestanding Electric Range Black or White Model# RB525DHWWIf you would like to accept please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday
9am-5:30pm EST.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 *** Records indicate that you have reached a mutual agreement with CHW and have been sent documents to indicate thisIn the event you have questions regarding the agreement that was sent please reach out to the 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

Complaint: ***
I am rejecting this response because:
The freon was covered the first time around Your technician did not fully address all of the leaks, hence the second freon leak a few months laterI'm not disputing rusted coils, I am however disputing the fact that the freon is not coveredYou covered the King Valve (not the coils)...therefore you are acknowledgment one of the leaks is covered under the warrantyTherefore the freon (which leaked as a result of the faulty king valve) should be covered as well
Regards,
*** ***

That is what we told him when his tech came out because we cannot fix a unit that is not broken. This is the screen shot that I sent to you yesterday of the diagnosis of the tech’s statement. He told us that the unit is not leaking anymore and we did tell him that there is nothing we can do if it is not leaking anymore to call us when it is and we will send a tech or he can have his comeback but we did not give authorization to buy a new unit. He chose to do that by himself and now wants CHW to pay for the new one. I did explain to him in the response that we cannot pay for a unit that he chose to replace. Per our policy Section CSERVICE CALLS We has the sole and absolute right to select the Service Provider to perform the service; and We will not reimburse for services performed without prior approval.So he did not get our approval because we would not approve a replacement for a unit that is still workingShould I explain this to him again? Thank you for your help!!

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/useragreementUpon review of your claim, we do see that the claim was covered under manufacture warranty by the manufacture of the unit. Please note that our policy states in Section F#that a manufacture warranty supersedes our WarrantyCHW will not cover any part of the claim due to the manufacture having the parts covered. We do regret your frustration however, CHW is in full compliance with the terms and conditions of our policyRegards, CHW

I am rejecting this response because:
First, my husband only replaced the fan because Choice does not have technicians that come out on the weekend He replaced the fan but did not cut any wires I am an honest person and he did not do that. The first technician came out and could not figure out what was happening so he thought it was the fan and capacitorHE rewired the A/C unit to get it working againWhen he was done there were wires hooked to the top of the unit that you could seeWe could not see any wires before he came out!!! As it turns out, he had to come out four different times and still could not fix itInstead of admitting, that he could not fix it he blamed it on us the homeownerAll he could come up with was tampered wires!! We do not expect to be reimbursed for the fan my husband boughtThe second technician that you sent out was greatHe took the time to examine the unit, look it up on the internet for model number, parts, and a wiring drawingYou would not pay for his time because the first technician said that we tampered with itIf the first technician was so bright, why could he not fix it? He was given four chances to do it The bottom line is that you do not believe your customers The only reason we had the warranty was that we could not fix everything in the houseThis was first reported to Choice on July 7th The A/C was finally fixed yesterday (August 20) We had been running two window units since July 7th, which drove, up our electric bill to $for the month We also reside in *** Some days the temperature was & 106 degrees I wonder how fast your A/C would be fixed in this situation Yes we canceled our warranty because we are not getting things repaired properly and I can put the money in the bank and call a real technician to fix my issues
Regards,
*** ***

Your policy with CHW started on 3/13/and you placed the claim for your unit on 4/20/2015, this is a little over a month CHW cannot cover failures that are pre-existing to the policy The failure that your unit had could not have happened within the timeframe that you had your policy We understand that units fail but we also require you to come into the policy with all units in proper working order, we do not cover any issue that is known or unknownPlease see Section ACOVERAGE Are in place and in proper working order on the effective date of this home warranty contractThis contract does not cover any known or unknown pre-existing conditionsIt is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or componentsThis contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,square feet, unless an alternative dwelling type (i.eabove 5,square feet or multi-unit home) is applied, and appropriate fee is paidCoverage 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 homesThis contract describes the basic coverage and options availableCoverage is subject to limitations and conditions specified in this contractPlease read your contract carefullyNOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.Lastly, your policy has been cancelled and you were given the proper refund of $ This is the pro-rated amount that you agreed upon when signing up with CHWPlease see Section LCANCELLATIONThis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturerThis is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty You may cancel within the first days of the order date for a refund of the paid contract fees, less a $administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:Nonpayment of contract fees;Nonpayment of Service Fee, as stated in Section III;Fraud or misrepresentation of facts material by You to the issuance of this contract;Mutual agreement of Us and YouIf canceled after days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $administrative fee and any service costs incurred by Us All cancellation requests must be submitted in writing. We are very sorry that you are upset with this claim, unfortunately we are not able to do anything as it is a non-covered claim and your policy has been cancelled and refunded to you.Regards,CHW

A review of the claims that was placed shows that as a courtesy CHW added Freon for multiple yearsHowever, in CHW received a call to ask if Freon was covered as it was needed annuallyAt that time it was made known that a technician needed to come and diagnose the actual problem before a claim determination could be madeIf Freon needs to be added continually, there is more than likely a leak that needs to be detected in an effort to permanently repair the problemIn accordance to the policy section Letter D, Number 4, leak detection tests are not coveredOnce the leak has been isolated and the problem diagnosed a claim determination would be able to be madeAs indicated previously, CHW wants to be able to continue to provide coverage for the unit, however, proof of repair needs to be furnishedAlso, as you are a valued customer, CHW did offer a goodwill gesture of $to be used towards the non-covered claim as a courtesy 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 evaporator coil was leaking due to rust and corrosion. Per our policy, Section Letter F., Number 1, CHW is not liable for “…malfunction or improper operation due to rust or corrosion of all systems and appliances…”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you stated that you would get a second opinion diagnosis We received information from your technician, which was not a diagnosis, but an invoice for the full system replacement Please understand that CHW did not give prior approval for the change out of your system as this was a non-covered claim Per our policy, Section Letter C, Number 3, it states that “…We will not reimburse for services performed without prior approval.” You were satisfied due to the outcome of the claim not changing and requested to cancel your policy You spoke with our Customer Solutions Specialist who explained to you the reason why your claim was not covered, you stated that you understood You were also offered $to assist on this non-covered claim You accepted this offer.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 the policy that you have with CHW, I do see that we have covered the following claims for you:Claim # *** for your Garbage Disposal in the amount of $250.00Claim # *** for your Washer in the amount of $133.13We do regret the frustration that you are going through with Claim # *** for your Air Conditioning unit Please see our policy, Section FLIMITATIONS OF LIABILITYThe 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 conditionsWe are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, 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.CHW does not cover units that fail due to rust or corrosion Also, we do require that all units have been properly maintained per the manufacture specifications. We always urge our customers to read our policy and to understand that all policies have exclusions and CHW does follow our policy We do our best to assist the customers and approve claims that are submitted to us We do apologize for your frustration with these claims CHW is in full compliance with our policy.We do appreciate your feedback as this does help us with our customer service and service providers.Best 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. Upon review of your policy, we do see that there are two claims placed and we have provided you with a goodwill gesture in the amount of $towards one of the claims However, the claim for the Heating system, we are not able to cover considering that the failure cause was rust and corrosion.We do regret your frustration with the claims that you have placed, we urge all customers to review the terms of the policy before the day grace period is up Once your policy has begun and you want to cancel, you would follow Section LCancellations Regards,CHW

We apologize that you are so upset with this claim, our technician refused to go back to your home even after your last response due to the mold You are more than welcome to have a second opinion come to your home and submit the findings to our claims department Please have the technician contact us and have them speak to our authorization team I will document the notes in the system that the tech will be calling to give us a second opinion for your claim If there is a difference in opinion, our authorization team will review.Please note our policy states that all units must come into the policy in good working order We will not cover any unit that has failed prior to the start date of your policy also we do not cover any unit that has failed due to rust, corrosion or mold as stated before You can reference our policy online at www.choicehomewarranty.com/useragreement and we have also sent you a second policy through email.If your not satisfied with the outcome of the claim after you submit the second opinion, you are still able to receive the full refund that has been offered to you.Please have the technician reference your claim number for the second opinion.Thank you,CHW

*** ***,Per our policy, we do not cover the discoloration that is called corrosion The failure was a cracked heat exchanger that takes time to get to the point that it will crack, you are supposed to come into the policy with all units in proper working order The rust on the unit was there but majority of the issue from the diagnosis we were provided was the unit was dirty, rusted and corroded. We understand you did not want to accept a full refund of the policy, unfortunately there would be nothing more that we could do.Thank you,CHW

Complaint: ***
I am rejecting this response because: CHW needs to provide evidence that the HVAC is under factory warranty because there has been other work completed on the HVAC system by CHW and at that time no factory warranty was mentioned CHW needs to provide evidence of how/why and who to contact regarding the factory warranty they claim is in place since Carrier is denying that it is in fact under warrantyIt appears as though CHW is just making up dates regarding a warranty and actual knowledge whether the warranty is still in effect CHW's response is unacceptable unless they can provide in writing from Carrier that the unit is in fact still covered under my name
Regards,
*** ***

Complaint: ***
I am rejecting this response because: : I want Choice Home Warranty to look at the report submitted by the AC company- and re-examine the claim, I was told a rusting coil on the indoor air handler- *** I am STILL WAITING to get a copy of this report for my records ***and the issue was NOT caused by me or any negligence on my part- and the Choice book says AC unit-Covered-all parts and components -Yes I know about the wiggle out clauses at the back but this is a genuine issue that they need to fix
Regards,
*** ***