Bass Services, Inc.

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 policy that began with us on 3/9/16, you placed a claim for your Air Conditioning System on 3/17/16 stating that the unit did not work since the day prior; 8 days after the policy began.CHW dispatched a technician that came to your home and advised us that the unit had a bad condenser fan motor that burned out due to the motor winding.  The failure that happened could not have happened in the amount of time that you had the policy open.  Per our policy, Section A. Coverage states that all units must come into the policy in proper working order. It also states in section F. Limitations of Liability #1 that we do not cover any known or unknown pre-existing issues.  Being that the unit failed within the short time of the life of the policy, this would not be a covered claim.We do see that you chose to cancel the policy with us after 2 payments of $37.92; CHW did abide by the user agreement Section L. Cancellations and agreed to cancel the policy. We do regret the frustration you experienced; however CHW is in full compliance with our terms and conditions of our policy.Thank you,CHW

Dear [redacted],We do understand your frustration however; it is not CHW’s responsibility to ensure that you read the policy. We provide you with 30 days before the policy begin for you to read it and if before the policy begins, you do not want it, you have that chance to cancel. Our policy states everything that we cover and do not cover. CHW has offered to assist you with the amount of $100 towards the unit, if you would like to accept this offer, and then please contact us at ###-###-####.  If you do not wish to accept this offer, there would not be anything more that we will be able to do for a non-covered claim.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because:
I did submit a request to the credit card because I had no other choice. It was the only way to get my money back from services not performed. The items (emails) that I submitted was their emails and they stated nothing about a special promotional offer. They want want to specific about what is in writing when it benefits them but disregards any other statement in writing from their company as this allows them to steal money from people. Until I am sure that I am not out the money, this complaint is still open.
Regards,
[redacted]

Dear [redacted]Per our policy Section F. Limitations of Liability #9 statesWe have the sole right to determine whether a covered system or appliance will be repaired or replaced. We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching...

dimensions, brand or color. We are not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governments. If parts are no longer available, We will offer a cash payment in the amount of the average cost between parts and labor of the covered repair. We reserve the right to locate parts at any time.  For the first 30 days of the contract period, We are not liable for replacement of entire systems or appliances due to obsolete, discontinued or unavailability of one or more integral parts. However, We will provide reimbursement for the costs of those parts determined by reasonable allowance for the fair value of like parts. We reserve the right to rebuild a part or component, or replace with a rebuilt part or component.This being said, CHW has offered you the amount of $250.00 for this unit, you do not have to accept this offer but it is the offer that we have given to you.  This amount was based upon the total cost for the part.  If you feel as though this is the same amount that you stated you can get the part for as we cannot, you could use the funds to do so.  CHW has not denied your claim and we have fulfilled our obligation to you by providing to you what is stated in our policy.Best 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. We strive to provide the best customer experience, therefore we resubmitted the diagnosis to our Authorization’s Director for further evaluation.  It was determined that the best course of action is to provide you with funds to replace the unit, at our cost. Our Sr. Claims Specialist advised you about the outcome of the claim and our policy and offered you $299.99 towards a new unit.  You were not satisfied with this amount.Per our policy, Section Letter F, Number 16 “We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (which at times may be less than retail) to repair or replace any covered system, component or appliance.”After further reviewing your claim, we will increase the funds to $400 towards a new unit.  To accept these funds, 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

I do see that you placed a claim for your AC 10 days after your policy started.  Per the policy you must come into the policy with all units in proper working order. That is the reason for the 30 day wait period.  I do see that you have cancelled your policy and we did give you a pro-rated...

refund as stated in the policy.  I have also added your number and email to the unsubscribe list. Please see section A. Coverage #3 Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or  multi-unit home) is applied, and appropriate fee is paid. Coverage 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 homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE:  This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.Also, Section L. CANCELLATIONThis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.  You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:1. Nonpayment of contract fees;2. Nonpayment of Service Fee, as stated in Section III;3. Fraud or misrepresentation of facts material by You to the issuance of this contract;4. Mutual agreement of Us and You. 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 $50 administrative fee and any service costs incurred by Us.  All cancellation requests must be submitted in writing. As I mentioned, we have processed the refund to your credit card on file in the amount of $374.00Thank you for your feedback,CHW

As stated before, our policy is online for anyone to view, if you did not receive the policy in the mail or via email you could have gone online at www.choicehomewarranty.com/useragreement to view it. Please review Section A. Coverage that states that all units MUST come into the policy in proper working order. This would mean every unit in the home would have to be properly working, every aspect of the unit would have to be working.  Also, when your wife had spoken to our supervisor she advised that the "oven never worked since she moved in but then stated that her auto clean worked and when she tried to bake the oven wasn't working".  The entire unit has to be in proper working order, not just a part of it upon the start date of the policy. Due to the fact that we were told that the unit had not worked prior to the policy start date, we cannot approve a claim that is pre-existing to the policy.Please also see section F. Limitations of Liability  #1 III that states "  1. The 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 conditions." We do understand your frustration and very sorry for any trouble or misunderstanding with our policy but CHW cannot cover the claim due to the exclusions to our policy. Thank you,CHW

In accordance with the policy, section Letter F, number 19 if there are damages that were caused by the technician you will need to follow up with that company to seek a resolution. The policy indicates, We are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performance. 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 your claim for the heating system shows that the claim was covered accordingly. The diagnosis received from the technician was that the failure was the faulty control board. CHW covered this claim relating to the control board. However, there is further damage with the ignitor, which is a result of the faulty control board, and considered secondary damages. Section Letter F, Number 19 indicates that secondary damages are not covered. The claim was covered properly.     We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [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 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 unit was 4lbs low on Freon out of the 7lbs that the unit can hold and that the leak was coming from the condensing coil.  These failures occurred from a lack of proper maintenance. Per our policy, Section Letter F, Number 8, CHW is not responsible for “repairs due to failure to clean or maintain as specified by the equipment manufacturer.”We are glad to hear that you have your maintenance records.  If you would like to further dispute this claim, kindly send your proper routine maintenance records to [email protected] for review. After reviewing your maintenance records, if necessary, we will adjust outcome accordingly, based on our policy. 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:I was instructed by your customer service lady to have it fixed because of the elderly people with respratory problems and the extreme heat inside home. She could not get a claim number assigned to us as she kept saying the computer would not allow her to do it and she Did not know why. We did as she instructed us to do. We were also informed by her to submit the invoice for reimbursement, which we did . We have no control over computers on your end , it was not our fault that s claim number was not assigned . Elderly people's lives were at stake and she realized the danger , knowing it would be at least a few days till a repair was done seeing that it was a holiday weekend ! We are not at all satisfied customers as we do as instructed by your representatives and you don't stand behind them ! We will Pursue this in court if we can't come to an agreement ! 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I agreed to the $755 when I was told by a CHW representative the out of pocket cost to replace my unit would be a total of $2300. After speaking to the owner of the HVAC company, the representative at CHW asked for the quote if CHW were to supply the equipment for them to replace. This information was withheld from me. The HVAC owner emailed me the invoice which is $3200 which adds $900 from what CHW originally told me. When I questioned the $900 the owner advised me that CHW is refusing to purchase the equipment and that I am being billed for it. I agreed to the amount from CHW under false pretenses. As I stated before, my entire AC unit is covered under page 1 of my contract. It has been three weeks that my family has been living with no Air Conditioning, and that is the only reason why I agreed to such a heinous amount of "good will credit"  so I could get the ball rolling with getting my unit replaced. This company provides its customer with a false sense of direction in every aspect of their business. It is completely insane that I have to go through all of this when CHW sent an HVAC company to me for them to turn around their diagnosis to get out of paying for the replacement since it cannot be repaired, as stated in my contract!  
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. A review of the claim shows that it was processed according to the policy.  This was a partially covered claim.  Based on the diagnosis that we received, it stated that the run capacitor failed and needed to be replaced, we covered this replacement.  It also stated that the coils were dirty and needed to be cleaned.  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 normal or routine maintenance...”You advised us a few days later that the system was not working again, therefore we sent our technician back to your home to diagnosis the issue.  Based on the second diagnosis that we received, it stated that due to the dirty coils, it caused the capacitor to fail.   Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied.  In order of properly clean your unit, you will have to hire a licensed HVAC technician to perform service maintenance on your unit. 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:The issue described in the previous response from CHW is not the failure that the technician who responded to the service call (sent by CNW) diagnosed as the primary failure of the heating unit.  This failure was the crack in the manifold which was shown in the pictures sent in the previous response by me.  This crack led to the complete failure of the gas heating unit, and requires replacement of the unit as the crack is not repairable.  The crack, according to the technician ([redacted], the technician sent to diagnose by CHW), was caused by cyclic heating and cooling.  CHW rejected the claim to replace the unit because they said that the crack was caused by rust and corrosion, which is not true and is not supported by either the pictures or the testimony of the technician.The discounted cost of a new heating/cooling unit is $3500 installed, as quoted by [redacted].  CHW has given me a token offering of $300, so I expect them to pay the remainder of the cost to replace the unit ($3200).  Their policy clearly states that if the unit cannot be repaired, that their home warranty will pay to replace the unit.  I only expect them to do what their policy says they will do.
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 our web site at http://www.choicehomewarranty.com/user_agreement.php.
 Upon review of your claim for your AC system, we do see that
this claim was not covered due to a lack of proper routine maintenance.  Our records show that the compressor is bad
and the heat exchanger is cracked due to rust. 
Per our policy, Section F. Limitations of Liability #1 and #12 stated
that CHW does not cover failures that are a result of a lack of proper routine
maintenance as well as rust or corrosion.We do see that as a goodwill gesture we provide you with a onetime
free service call fee that you did accept towards this claim.We do regret your frustration with this claim however CHW is
in full compliance with our terms and conditions of our policy.Best regards,CHW

Complaint: [redacted]
I am rejecting this response because: The nature of your response does not address the points of my complain.  I understand your contract agreement is well designed and keeps you away from costly claims.  However, you advertisement, as well as your response, state that customers are buying a service that gives them "peace of mind" since most of the appliances at home, new or old, are covered.  However, when you look into the details of your contract agreement, almost nothing is covered by your policy, allowing you a way out of most claims.  How can that be peace of mind?  Furthermore, researching for evidence about your poor business practices, I found numerous complains about your company rejecting claims based on the homeowner not having maintenance records. Once again, if the claim is big enough you have a plan B to reject it. To make matters worse, your service contractors, even the ones you sent me, state that your company will do everything possible to reject claims and almost nothing is covered. 
There is no peace of mind on acquiring your services.  It becomes a nightmare when you realize that you have been paying a premium to cover almost anything.  It would be interesting you see your customer renewal statistics if most claims are rejected based on an extensively excluding contract and maintenance excuses.  P.D. Can you provide evidence that I received your contract agreement? Evidence that you sent it, do not provide me with your contract agreement.   
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 your policy was handled in accordance to the terms outlined in section F, Number 12, CHW is not responsible for repairs due to lack of maintenance.   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:there was no mention of corrosion. Every tech thAt came out indicated that the clock would stop the oven from keeping proper temperatures. As I explained how my chicken was raw. My Turkey or other meats we're not cooking thorough enough. As my food has to be well done. It cooks for about 45 minutes to an hour when on 400. The [redacted] technician did say if I turn it on 400 instead of my normal 350 it would probably cook done foods. But I can't cook anything else after that. Long term cooking is out. So Christmas and New year. I were not able to cook big dinner. I asked company several times to cancel. They send me emails to call them and then tell me to sign a form waiving my rights for future actions against them. I just don't want to deal with a company that is no Revdex.com rated. Want to end this ASAP.thank you.
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 as if it was processed in accordance with the policy. The claim was placed on 7/23/16 and CHW was able to assign a technician the same day. However, it appears that there was an issue with the assigned technician. Please accept the apologies of CHW for the technician not keeping the scheduled appointment as well as the rude treatment you experienced when calling the office. Your feedback is appreciated and very valuable and will be reported to the Vendor Relations Manager. CHW based the claim determination on the diagnosis received which is that in order to effectively diagnose or repair the issue access was needed which is not covered as stated in section Letter F, Number 2, We are not responsible for providing access to or closing access from any covered item which is concrete-encased or otherwise obstructed or inaccessible. Second opinions are not covered and CHW does not reimburse for repairs that are made without prior approval. However, please send in your invoice to CHW for review for repairs that were made. Please send this to [redacted] and add the claim number to the information.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

[redacted]According to our policy Section F. #12 states that your unit must be maintained by the manufactures specifications.  The specifications that the manufacture uses, is the 21 point system for checking an Air Conditioning system as well as a Heating system. As we explained the pictures along with the records that you sent in are not sufficient records and the pictures show that the rust and corrosion contributed to the failure.Since you did not accept the offer of the $100, we are willing to provide you with the refund of the paid policy; however we will deduct the amount that we have paid out on claims.  If you would like to accept this, we ask that you contact us.  The amount that you have paid to us has been $47.80 for the past 16 months which is $764.80 minus $130 for a refund of $634.80. This offer is to cancel the policy with us since you disagree with the outcome of your claim. Please call us at [redacted] and we will provide you with the release agreement.Again, we are not able to pay on a claim that is not covered under our policy, if you do not wish to accept this offer, there would not be anything further we can do for you..Thank you,CHW