Bass Services, Inc.

Complaint: ***
I am rejecting this response because:I paid for a leak test, the technician said that the leak was in the evaporator coreWhen I spoke to a Choice Rep about if they would cover the leak fix and add Puron, they told me that "it depends." Furthernore, they couldn't tell me what it "depended" onThis is what is most frustratingAlso, in the link provided in their response, I can find absolutely nothing that addresses the specific issueAlso, this reply doesn't address the fact that one tech left a major component of heater disconnectedTheir reply only addresses their policy of what they "don't" cover, which is part only of my complaintWhen they advertise the fact that they cove the AC, they don't explain that it's limited and is based on componentsIn other words, it is advertising, plain and simpleThis reply by the company is typical of their business practicesFurthermore, anyone reading this can plainly see that they totally ignored the most frustrating part of this ordeal.
Regards,
*** ***

Dear *** *** ,We do see that the check had been authorized for you and it does take business days to process through our automated system to be released. We do see that the check is due to mail shortly, if it has not been mailed out yet.Please feel free to contact our Customer Service department to follow up on the status of the check.We do regret your frustration with the policy.Thank you,CHW

Complaint: ***
I am rejecting this response because: CHW should stand by their home warranty, and they do not It is clear that "Coverage starts days after acceptance of application" means days after May 9, 2017, which is June 9, My AC fan bracket failed after June 9th, The HVAC company, that I have used for the last years and they installed the AC in the original build does believe that this is the responsibility of Choice Home Warranty What it seems is that CHW does not cover failures up to days after the acceptance of the application The HVAC company that came out for CHW and also my HVAC company believe that CHW should pay for this claim, it was not a pre-existing condition that could be seen or fixed until it had complete failure The bracket broke, it didn't not have a pre-exiting condition, it had complete failure after the days had passed CHW should stand by their home warranty, and they do not Because CHW doesn't honor the first days of their warranty I want my full $back They want to keep $because they say they covered the first days, after the day grace period, but they obviously did notEither they have a day grace period, or they don't cover AC parts and unitsI still haven't received any portion of a refund
Regards,
*** ***

Dear *** *** As explained, CHW is willing to provide you with a full refund of the paid policy however we are not able to provide any other funds that were paid to any other company If you would like to accept this amount, kindly contact us at ###-###-####.Thank you,Tracy

Dear *** ***As our previous responses to you state, we are not able to provide coverage for a unit that does not fall under our policy guidelines, also you have chosen to cancel your policy with us Our only offer to you is a refund in the amount of $112.50.If you would like to accept this offer, please contact us at ###-###-#### and you will have to sign an agreement that the CHW rep will send to you upon acceptance of the funds.Thank you,CHW

Complaint: ***
I am rejecting this response because:Heating, ventilating, and air conditioning (HVAC) systems consist of several components that work in unison to create the desired comfort level for our homes and offices. A well- maintained system is designed to last about years, and my AC compressor is years, an I replaced the indoor AC coil in 2013, and I have maintained my unit very well, so for a 22-year old compressor, it has reached end of its life spanChoice Home Warranty hires capable technician for diagnosis, even *** (their own technician who checked into our failed compressor issue) (Tel: ###-###-####) acknowledges this is due to wear and tear and its old age (years), and our compressor lasts this long (years versus for well maintained system of years) is already amazing, and it now failed due to its shorting and this is happens a lot for compressor which is after years old due to its wear and tear and age. I am attaching the receipt from Choice Home Warranty technician's diagnosis (done on 10-14-16) and our indoor AC coil replacement receipt (done in 07-01-2013) for your info.Hope Choice Home Warranty can live up to its reputation for good customer satisfaction, and reach out to me to resolve this issue as soon as possibleThank you, Revdex.com and I wish to reach a satisfactory resolution
Regards,
*** ***

*** ***Our records show that this claim was paid and authorized to the technician. Please confirm.Thank you,CHW

Complaint: ***
I am rejecting this response because: I had my AC unit serviced in April before the heat hitI sent a copy of the invoice to show it was doneThis may not show what you want but that is not my faultWhen I call a technician to service my unit I have no idea what they are supposed to be doingAfter having it serviced and hearing YOU determined it was lack of maintenance when the tech said it was due to age I got another tech (who is also contracted with you) to look at the unitHe also said it was due to ageI have had my unit serviced yearly before the heat for the past years that I have owned the homeYou stating lack of maintenance is only because you don't want to pay the claim which, after much research your company seems to be good at doingI would never have switched warranty companies if my parents wouldn't have said you have treated them goodI have NEVER had problems in the past with my previous companyI guess thats why you were so much cheaperCheaper doesn't always mean better as you have made that obviousI have done my part and am due the money owed to me
Regards,
*** ***

Dear *** ***,We regret to hear your frustration. The records that we received did not prove that the unit was routinely maintained, lacked information and stated that the blower housing started to rust. The outcome of the claim stands. In response to your dissatisfaction, we have applied a onetime free service call fee onto your policy; this can be used on your next claim. Regards,CHW

Dear *** ***
CHW is required to send out a letter to the customers that state why the claim was not coveredPlease check your email as we have sent it to youWe have provided it to you below as well
Dear *** ***,
Thank you for choosing Choice Home Warranty to be part of protecting your home from unexpected covered repairsWe appreciate your business
With reference to claim * *** for your Air Conditioning System, after careful review of the diagnosis, we have determined that the claim does not fall under the terms and conditions as a covered repairTherefore, we regret to inform you that we are unable to provide an authorization for the following reason:
Please refer to your home service agreement Section Letter F., Number CHW is not responsible for repairs related to lack of proper routine maintenance
Thank you,
Choice Home Warranty
Lastly, you are requesting that CHW provide you with a goodwill gesture or as you stated “a favor” since you would like to have us cover a unit that the failures are not covered per the policy
If you would like to send the records showing that the unit was maintenance, we will review them or if you would like to accept a full refund of the policy, we will provide that to you with a signed agreement
It is documented in your claim if you chose to accept the full refund, please contact us and we will provide the document for you to sign
Thank you,
CHW

Complaint: ***
I am rejecting this response because:It is clear that the response relies on records of a "history of maintenance". Choice Home Warranty is specifically forbidden to demand such information or proofs by the terms of the settlement with the New Jersey Attorney General in the recorded agreement of June 15, 2015.In the photographs taken by the technician the only "poor" conditions evident are rust from exposure to the exterior elements over yearsThis system is outside the residence, and was designed to be so. The system in question was installed in 1988. The term "windings" is a veiled and misleading reference to nonexistent elementsThe assertion of predictability of failure is irrelevant; system failure is what the warranty policy is engaged to deal with,and such failure is promised by the business. I refer you to the extensive advertising which aggressively assures that "You will never have to pay for expensive replacements" againAgain this is addressed by the June 13, settlement which directs attention to this promotional tacticI have copies of such email advertisements if they are desiredThese are available on the business web site as well.Further, Choice Home Warranty is required to provide reasons for a denial in writing as required in the settlement.. That document has still not appeared, as of May 11, 2016, since the verbal denial on 6/24/2016.I did not cancel the policy for the reasons stated (refusal to provide records of prior maintenance). I cancelled because they did not answer the questions asked, after giving them more than adequate time to do so The cancellation was on May 4, 2016.
Regards,
*** ***

Dear *** and *** *** ***, 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 *** Upon review of your claim, it was not covered in accordance with the policy section Letter F, number 12, which is a result of lack of maintenanceWe will be happy to review your maintenance records if you send these to us to review the claimYou can send them to us directly at ***Please feel free to reach out to our customer service team directly in the event you have questions at *** 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/useragreementUpon review of your claim, we do see that this claim was not covered, the CAP was melted brunt up on the contractor, this is a failure that CHW does not cover per our policy Section F#8, we do not cover failures that are related to fire damages and also a lack of proper routine maintenance. The unit lacked total maintenance, the Freon was low and the unit would not run, it began to weld itselfWe understand the condition of the unit however we did not receive any type of records showing that the unit was properly maintained per the manufacture specifications. Also, you did request to cancel which CHW did complyWe do regret your frustration however there would not be anything further that we could do for you at this timeCHW is in full compliance with the terms and conditions of our policyRegards, CHW

Complaint: ***
I am rejecting this response because:Is this a response by Tracy M in the legal department? I have left multiple voice mails and sent multiple emails as well with cursory responseAt the same time, per your customer service, I was supposed to receive a response within - business daysI have not received anything from your company. I have had this unit checked by other HVAC technicians since 6/A technician with years experience said that shorting to ground does not mean it overheatedHe said there is an internal mechanism that prevents it from overheatingAt the same time, this unit worked very well and was maintained right up until June Your salesman Eddy Strath assured us that only acts of God would not be coveredThe verbage in your "contract" leaves you with a very subjective and open ended loop holeBased on your 81% of negative reviews on Revdex.com, this appears to be your response.My next step is to take legal action due to your failure to "honor" your agreementI have already had conversations with my attorney, Don B*** Based on your track record with us, a free service call is not worth anything except an exercise in frustration. Regards,
*** ***

Complaint: ***
I am rejecting this response because:Choice Home Warranty sells you a product over the phone with promises of protection that they do not follow through on when there is a problem, I will be going to court over this matter and post the outcome. They were fined by the government over $770,a couple of years ago for doing what they did to me and so many others, hopefully there will be a class action lawsuit soon and put them completely out of business. 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 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 claim, we do see that you chose to have a technician come to your home and diagnose the issue; however you had the repair completed without authorization which is against our policy as stated in Section CService Calls #Also, the paperwork that you provided us with showed that maintenance needed to be done for the unitPlease review our policy, Section F#that states that CHW does not cover the cost for maintenanceBeing that the failure on the motor was due to a lack of proper maintenance and was dirty at the time of service, confirms that the unit was not maintained properly
Please note, CHW is not an emergency service and this is also stated in our policyIt states in Section CService Calls:
Upon request for service, We will contact an authorized Service Provider within two (2) days during business hours and four (4) days on weekends and holidaysThe authorized Service Provider will contact You to schedule a mutually convenient appointment during business hoursWe will determine what repairs constitute an emergency and will make reasonable efforts to expedite emergency serviceIf You should request Us to perform non-emergency service outside of business hours, You will be responsible for payment of additional fees and/or overtime charges
We do regret any frustration that you dealt with and do hope that all claims going forward go smoother for you
Regards,
CHW

Dear *** ***,CHW does not cover any failures that are caused by fire; we do not cover the unit if the wires caught fire or any type of fireWe are very sorry if this was misinterpreted but our policy is not speaking about a house fireAny type of fire that happens in a home with a unit is not something that is covered.Thank you,CHW

At this time this account is not active which means there is nothing that can be doneHowever, in accordance with section Letter D, Number 4, leak detection tests are not covered by CHWAdditionally, if there are issues with the technicians that are assigned you are encouraged to call CHW to have the technician reassigned which is what was doneIf there are issues with the technicians in accordance to the policy section Letter F, Number is states You agree that We are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performanceYou also agree that We are not liable for consequential, incidental, indirect, secondary, or punitive damagesYour account has been cancelled per your request in accordance with section Letter L, number of the policy and a credit was placed on your card on fie on 7/19/ Regards, CHW

Dear Mr***,We have as you stated had different technicians out to your home The first technican 4/& 4/*** *** *** replaced the control board and advised you that the gasket needed to be replaced CHW explained to you that we do not cover the gaskets per our policy On 4/& 5/we sent out ** *** to your home per your request and again, we explained to you that the gasket needed to be changed and that was not something covered under our policy Lastly, we sent *** *** and TV to your home and they too expressed to you that the gasket needed to be replaced and CHW did advise you that is something per our policy we do not cover.There were different technicians that have advised CHW of the same exact thing that needs to be changed/replaced with your unit If you feel as though this is not the correct diagnosis, please have a technician of your own come to your home and call us with the diagnosis and we will be happy to assist, providing it is something covered under our policy.Best regards,CHW*** A ***

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 it was processed according to the policy. Based on the diagnosis that we received, it stated that the unit suffered from a lack of effective maintenance. The gas valve, burner assembly, hot surface ignitor, flame sensor, gas burners, clogged nozzles, and manifolds all needed to be replaced. In addition to that there was heavy corrosion on the burner back.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...” 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 were not in agreeance. In attempt to dispute the claim, you provided us with maintenance records. The records you provided did not prove that your unit was routinely and effectively maintained, therefore, the outcome of the claim remained uncovered.Due to your dissatisfaction, you requested to cancel your policy. As of 11/7/your policy has been cancelled and a refund in the amount of $is currently processing.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW