Bass Services, Inc.

Complaint: [redacted]
I am rejecting this response because:
I'm writing in regards to my complaint, ID #[redacted], with Choice Home Warranty.  I have been trying to get in touch with CHW about the refund that they stated we could discuss.  However, every time I call I sit on hold for at least 20 minutes and then they hang up or I eventually get a voicemail box and no one ever returns my calls.  I would like to have this complaint reopened and go further. Please let me know if there is anything else I would need to do at this time.
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]   Upon review of your claim it appears that it was processed in accordance with the terms of the policy, section Letter F, Number 12 which 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”. The diagnosis that was provided to CHW was that the compressor was locked up and the unit was not pumping because it was overheating. This was due to an internal failure. CHW doesn’t require that customers submit maintenance records, however, you are invited to send the maintenance records to CHW for a review of your claim in hopes of a more favorable outcome. If you choose to send this information, please submit it to [redacted] and include the claim number.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

[redacted]I have reviewed the pro-rated refund with our billing and there was not a mistake as I thought.  You had paid:$470.00 on 3/31/15$468.33 on 5/2/15$468.33 on 6/2/15We gave you a pro-rated amount of $1034.00 on 6/9/15 but for all the confusion, I have requested to give you a full refund and you will be given a credit to the credit card that you purchased the policy with in the amount of $372.66.  This is the remainder of the balance that you had originally paid $1406.66.Please look for the credit within 5-7 business days.Thank you,Tracy

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]   Please accept the apologies of CHW if you experienced an issue with the technician. The first claim for the ice maker is one that would not be covered as it is considered a preexisting condition. The motor had failed and a mechanical component such as a motor takes time to fail and wouldn’t have happened during the short time span of the policy. The effective date of the policy is 11/25/16 and the claim was placed on 12/1/16. Section Letter F, Number 1 indicates that CHW is not responsible for repairs related to known or unknown preexisting conditions. There has been no diagnosis submitted for the claim for the heating system which was placed on 12/2/16. CHW received an email from indicating that you weren’t able to answer the phone when a call was placed because you were at work. At this time, CHW is awaiting the diagnosis to determine the outcome of the claim. CHW cannot refund any funds that were paid out to the technician as the service call fees. Those are fees that are collected by the technician for the appointment. Section Letter C, Number 4 indicates that you will pay a service call fee per claim or the actual cost and is payable to the service provider. A free service call fee will be placed on your account for future use as a courtesy. Please call the CHW customer service team 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 [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 claim for the water heater, we do show that as a goodwill gesture we authorized the technician to repair the unit however when the unit stopped working again, you provided CHW with an invoice requesting to be reimbursed for the new unit that you purchased without prior approval.
This claim was not a covered claim from the start and CHW paid to have it repaired. Rather than contacting us to have the technician come back out, you chose to go against our policy and have it replaced. Please note that CHW does not cover the actual tank itself as stated in Section D. #6, we do cover the heating elements that help the water to heat but the tank is a storage vessel that only holds the water, there is no mechanical function for the tank. Also, per section C. Service Calls #3, you purchased a new unit without authorization and sent us the invoice. CHW does not cover anything without prior approval.
We do see that you have chosen to cancel the policy with us and since the policy was a monthly policy, paying for each month for that current month, you are not entitled to a refund. Also, since CHW paid $430.49 for this policy, it was more then you paid into the policy ( you paid a total of $101.25) therefore even if the policy was paid in full, there would not be a refund.
We sincerely regret your frustration with this claim; 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 www.choicehomewarranty.com/useragreement.Upon review of your claim, we do see that CHW did provide authorization to the technician to fix the unit however after we provided the parts and payment for this section of the unit, the heating element shorted out the inner light switch which is secondary damages.  If you disagree with the outcome and you are stating that this is due to the technician’s negligence, please review our policy Section F. #19 which states that CHW is not responsible for the negligence of the technician. We urge you to contact the technician to assist with the repairs and to provide you with the service call fee.  Since that payment was provided to him, CHW would not be able to reimburse for the service call fee however we can add one free fee to your policy.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

[redacted],The technical term for that “tarnish” is corrosion which CHW does not cover.  You are more than able to provide us with a second opinion if you would like however with the diagnosis that we have, the claim would not be covered per Section F. #1 as well as #8.Thank you,CHW

We do regret that you did not want to be a part of CHW and we do see that you did make one payment of $187.50 and we also show that it was credited back to you on 12/31/15.  It may take a few days for your bank to show this but CHW has refunded you back.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]   Upon review of your claim it appears it was processed in accordance with the policy section Letter F, Number 12 in which CHW is not responsible for repairs related to lack of maintenance. There were records submitted to review for the claim, however the records sent do not demonstrate a breakdown of tasks completed during the breakdown but instead invoices. You may send in a detailed breakdown of what was performed during the maintenance of the unit at [redacted]   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

[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]

[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 claim, I do see that we had resolved this
issue with you and have provided you with a buyout in the amount that you had
agreed to of $300.00.  We do apologize
for any frustration with this claim and do value you as a customer. Your check was authorized on 10/16/15 and does take 30
business days to process.Respectfully,CHW

The claim was not covered as CHW is responsible for repairs related to normal wear and tear. The overheating of a compressor is not something that is caused by normal wear and tear and as a result wasn’t covered in the claim. CHW invites customers to obtain a second opinion as their expense and have this information provided to CHW for a review. Several attempts were made to obtain information from CHW unsuccessfully. You can have the technicians that have provided you with additional diagnoses call CHW directly and speak with the authorization team to review the claim. They can be reached 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] Upon review of your claim for your water heater, it was advised to us that there was a lower heating element that caught fire and burned out all of the electrical.  There was a short in the wiring due to the electrical failure.Per our policy, we do not cover failures that are due to fire nor do we cover failures that are secondary failures. This unit failed due to the element catching fire which would make the failure secondary to the main issue of the electrical fire.Although this was a non-covered claim, CHW did provide the technician with $600 towards the repairs of the unit. We do regret that there was negligence from the technician however per our policy Section F. Limitations of Liability #19 states that CHW is not responsible for the negligence of the technician as well as the secondary damage. 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 our web site at [redacted].
Upon review of your claim, we do see that the unit is leaking and per our policy CHW does not cover leaks of any kind for the refrigerator.
We urge all customers to review the policy and if any questions, contact us for an explanation.
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy.
Regards,
CHW

I do not accept their answer.  My whole complaint was that they are misleading.  I still receive emails from them everyday saying how, don't worry about home repairs again and never pay for a repair again but yet when your item does break down, just as you can see in their response, they say it's not covered by saying:Per our policy, Section Letter F, Number 1, CHW is not responsible for any “…known or unknown pre-existing conditions.”So tell me how is that not misleading, they tell you what you want to hear to have you join the program and yet when a covered item that I am paying for is not "covered", they can tell you this reply for everything. So your "covered" item, again, that I am paying to "cover" is not covered.

Complaint: [redacted]
I am rejecting this response because:I'm on hold with CHW as I'm typing this, but again kept transferred around for over 45min.The refunds I was quoted are no way near what they claimed, my home warranty was promised a refund of close to $1000 out of the $1800 policy I paid for a 9 month coverage!? although it's not fair but I said fine just get me out of that policy and now they're saying they spent over $3000 on my $1800 policy which is totally incorrect!!? that's just plain stealingsame thing with the other policy paid $2700 for it and was promised $1800 back but all I got was around $822
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: You are incorrect....the vendor told me he was not going to come to my house and asked if I told you all to stop sending him work orders....this company is a scam and need to be shut down...I do deserve atleast 3 to 4 months free....
Regards,
[redacted]

Dear Ms. [redacted],We do regret the frustration that you have experienced with CHW and very sorry to hear that anyone in our company had been rude to you in any way possible.  At your request, CHW is willing to provide you with a full refund of the policy.  We have emailed you a release agreement that allows us to provide a customer with a full refund and not cancel per the terms of the policy.Please see the email that had been sent to you from our Customer Advocate Tracy and please reply to her.Once again, we do regret your frustration and thank you for advising us of the customer service experience that you received. 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 review of the claim shows that the claim was processed according to the policy. As it was indicated previously, smart gas valves aren’t covered in accordance with the policy section Letter D, Number 5. When CHW reviewed the unit further when it wasn’t working, it was determined that the unit had a cracked heat exchanger due to rust and corrosion. Section Letter F, Numbers 1 and 8 indicate that CHW doesn’t provide coverage for repairs related to rust and corrosion. However, CHW did direct you to contact your manufacturer as the repair may be covered under your manufacturer warranty.   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 www.choicehomewarranty.com/useragreement. A review of the claim shows that it was processed according to the policy. The diagnosis that was received stated that the evaporator coil was rusted out, which caused the system to leak. Per our policy, Section Letter F, Number 1 and 8, states that we do not cover failures caused by “rust or corrosion.” Our Sr. Claims Specialist advised you about the outcome of the claim, in which you did not agree with.  We strive to provide the best customer experience, therefore we have informed you that you are welcome to get a second opinion.  You accepted to get a second opinion.    Please have your technician submit his diagnosis by contacting our Authorization’s Department at ###-###-#### option 1 then 5, Monday-Friday, 8am-7pm EST or Saturday and Sunday 9am-5:30 pm EST. Please note, if the diagnosis is different we would adjust the outcome of the claim accordingly.  Until then, the outcome of this claim stands. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW