Bass Services, Inc.

Complaint: [redacted]
I am rejecting this response because: $300 does not seem fair nor reasonable. I have approximately $600 documented out of pocket expensessince filing the claim on 02/25/17. The hours I have spent exchanging emails and telephone calls with the claims department has accomplished nothing to have my A/C repaired. The reason I purchased a home warranty from CHW was to protect against this very thing.
Regards,
[redacted]

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]

Complaint: [redacted]
I am rejecting this response because: The company lied to us concerning the repair and stated that they would not cover due to rust and corrosion, that is not reason air conditioner needed repair and they read the report to my husband and said it was due to pressure the same reason the technician who checked our unit said it needed to be repaired due to pressure.  WE spoke to the technician several times and he stated they never called him to clarify when they said they had this company is a scam and we want to cancel and would like our money refunded.
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] [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

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

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

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 our web site at [redacted]Upon review of your claims, we do see that the technician came out to your home for your dishwasher and he stated that he found no failures.  We also see that you had your own technician come out and he stated that there were failures and the cost of the repairs would be $$254.39.  We can see that CHW approved a check for you in the amount of $299.39 which means that we did provide you back the service call fee that was given to the first technician that came to your home. We have placed a complaint against this technician and the Vendors Managers will speak with him, we can assure you that he will not come back to your home if you chose to keep your policy.We cannot cancel the policy through the Revdex.com but we do ask if you are still requesting to cancel your policy, please contact us and speak to our Retention Department.  They will be able to provide you with the amount that you would receive as a pro-rated refund that would be in accordance with our policy Section L. Cancellations.We do regret any frustration with this claim and do hope that you chose to stay with CHW as you are a valued customer.We urge all customers’ to review the policy within the 30 day grace period that is provided before the policy begins.  You have this time to ensure that all units are in proper working order as well as to cancel for a full refund within this time period. Best 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. In review of your claim it shows that the failure was caused by rust.  CHW receives the information from the technician along with pictures.  Once the leak detection test was provided to us, it was then confirmed that the failures were a cause from rust.  As I explained to you via email, CHW does not cover failures that are caused by rust.I did provide you with an offer and that offer does still stand.  CHW will provide you with a refund of the policy and subtract the amount that we have paid for the other approved claims that you had.  This would be a refund of $259.00.  You already have the release agreement and if you wish to accept, please send it back to my attention at [redacted]We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,Tracy M.

We do apologize that we misunderstood you when you called to cancel your one policy with us.  We did provide you with a refund and will be more than happy to provide you with a pro-rated refund for the other 2 policies that you have.  Please advise me or contact our cancellations...

department and we will cancel them both out.  The refund would be for each $782.20.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 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

Complaint: [redacted]
I am rejecting this response because:
Work would have been completed had choice warranty homered the agreement rather then making stuff up to avoid paying. You claim the drain si rusted and corroded, yet its plastic, how can it rust? You claim the shower pan is cracked , but I see no visible cracks simply surface scratches. You make stuff up to avoid paying. Again I request a refund for the service charge . 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: As is perfectly understandable, the story you are given about a product or service when you are being swayed towards purchasing the same is much more loosely presented than when you are trying to use the service you paid your hard earned money for.  To begin with the salesman on the phone explicitly told me that he would lower my technician charge to $35 in stead of $45.  Lies to start with and then he stated that "everything"  in my condo would be covered (appliance wise). Also, what about that one month free...of course that month is to be used at the end of the year not the first month. Now I wonder why that is..HUMMMMM.  Are all of us sheep supposed to accept the way some company's conduct their inappropriate business?  I DON'T THINK SO!!!!!!!!!!
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 [redacted]   A review of your claim shows that the claim was processed according to the policy. The compressor on the unit was shorted to the ground. This occurs from excessive overheating and with lack of proper routine maintenance and is not covered in accordance with the policy section Letter F, Number 12. CHW doesn’t require that customers provide maintenance records, however, you are invited to submit the maintenance records to have your non-covered claim reviewed in hopes of a more favorable outcome. You can submit the records to [redacted] and be sure to include the claim number on all documents. CHW has offered to provide a goodwill gesture payment in the amount of $200 to assist with the repairs of the non-covered claim and it has been accepted. CHW will be sending the payment. Please call the customer service team 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

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

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

Complaint: [redacted]
I am rejecting this response because:I received an e-mail to call them and then a verbal"claim denied" BEFORE they had even received the photo's of my furnace!    There is no way they could have denied my claim stating my furnace was neglected BEFORE they had seen pictures, but they did.  Their contractor who took and sent the photo's of the cracked heat exchanger said it was NOT neglected and they still rejected my claim.  As a result of their horrible customer service, this contractor told me he is withdrawing his association with CHW!!!  I stand firm that they are a VERY dishonorable company and had no intention of ever paying for any of this claim.
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. We have re-reviewed your claim, and have come to a more favorable outcome you.  Based on the diagnosis that we received, it stated that pool motor seized and failed.  It also stated that previous gasket leaking caused the motor to fail.   Per our policy, Section Letter F, Number 19, CHW is not responsible for secondary damages. After further review, CHW has overturned the outcome and will cover this claim.  Your pool policy had a cap of $500 in which $201.16 has already been used.  We have authorized $300 to the technician to repair your unit.  The out of pocket expense for this repair will cost you $30.  Please note that this repair has capped out your pool coverage until the next term.Please contact [redacted] at ###-###-#### to schedule an appointment for the repair.Regards,CHW