Bass Services, Inc.

Complaint: [redacted]
I am rejecting this response because:We are not disputing the rust issue.  The outside accumulator is a piece that can rust and according to every professional we have spoken to, there is nothing to prevent that.  However, since the contract does say it doesn't cover rust we were prepared to proceed and pay for that repair.  The inside unit on the other hand, was properly maintained and the technician advised CHW of this.  The technician CHW assigned to our claim, advised CHW that our unit was a maintained unit.  Both us and the CHW hired technician requested a copy of the picture, pointing out where CHW is claiming the unit is dirty and not maintained.  CHW declined to provide this, even though the technician stood in our home and argued with CHW, advising them that the unit was clean and maintained.  The technician that CHW assigned advised he was standing there looking at the unit, they weren't but yet they refused to accept the word of the technician they hired.   In addition to rejecting our request to have the damage pointed out in the pictures, each representative that we spoke with told us something different. One claimed there was rust, another claimed there was debris, another changed her story midstream and told us there were pinhole leaks that couldn't be seen.  We asked her how they were seeing pinholes from cell phone pictures and she responded they couldn't be seen but they knew they were there since we didn't have someone there within the last 6 months spraying a chemical (that is non-existent, according to 5 different HVAC companies) on the coil that prevents corrosion and leaks.  One person told us the pictures had been received, the next said they had not been.  The next said they had been received again, the next again said they had not been received.  We spoke to a supervisor who said they had not been received and there weren't any notes indicating that the technician had even spoken with anyone.  The story changed with every conversation.  We were lied to multiple times, which is completely unacceptable.We were told by one representative that we had to have our unit maintained at least once a year.  We requested to send in our inspection from one year ago showing the unit to be in satisfactory, maintained, and tested condition.  We were advised that we would be wasting our time to do so because they wouldn't be covering the inside unit regardless.  Again the story changed and we were advised we have to have someone come out every 6 months to do maintenance.  The technician CHW hired told CHW that the unit was just as clean and maintained as if he had just cleaned it.We have spoken to other professionals that have dealt with CHW claims in the past couple of weeks and their clients were told the EXACT same thing we were.  These professionals told me that their client's units were in perfect condition.  They also stated their clients were told crazy things such as the non-existent chemical, that not changing a filter had caused a Freon leak, even though the client had changed the filters and the professional said that not changing a filter would not cause a Freon leak anyway.  In addition to these things I found a group on [redacted] called Choice Home Warranty Ripoff.  Customer complaint after customer complaint is on that page with the EXACT same problems.  CHW has a theme phrase that is found in every complaint... "improper maintenance."  They are using this for every claim they wish to not pay, if the customer doesn't have a receipt of maintenance.  Our inspection report was not even acceptable to CHW.  They are dishonest, their representatives lie and make up stuff to try to pacify their customers.  This is unacceptable.  I purchased the home warranty so I would have the piece of mind not to have to fork out $4,000 that I do not have.  This has been a very stressful situation, definitely not peaceful,  to say the least.[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 the claims shows that the claim was handled properly. Initially when the claim was called in it was stated that the unit was on fire and the entire house was filled with smoke. CHW advised that fire damage is not covered, however, at your request, a technician was dispatched. After receiving the diagnosis and pictures from the technician, it showed that the blower wheel had overheated and was loose. This is due to a lack of proper routine maintenance. Section Letter F, Number 12 of the policy 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”.   CHW had dispatched a technician on 7/26/16 for the air conditioning unit, however, it wasn’t maintenance, as maintenance is not offered under the policy. At that time, CHW covered the replacement of the dual cap that was bad and the system was low on charge. That claim was handled.   The claim remains non-covered and in an attempt to assist with the non-covered claim, CHW did offer to provide you with a goodwill payment in the amount of $200 to assist and it was declined. If you would like to have this, please call the CHW 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

Dear Ms[redacted],
I do apologize that you would think that I would have to lie. I understand that you are frustrated with this claim and after review, it was for the [redacted] . that advised our inside technicians that “the owner did say that beforehand there was a power outage and that this can cause this failure.” I am personally not tech savvy, I am reading the diagnosis directly from the claim and stating it as it is stated.
Since you disagree with the outcome and do not want to provide us with a second opinion, we had offered you a full refund of the policy. CHW cannot provide a covered outcome on a claim that is not covered per our policy.
I personally regret your frustration and again apologize that you felt that I would lie to deny a claim. Being the Advocate, I am trying to resolve the issues between you and the company and I do feel that this would be the best resolution.
All my best,
[redacted]

Dear [redacted],Our policy states in Section A. Coverage #3 that all units must enter the policy in proper working order. We also provide the customer with 30 days prior to the start date of the policy to ensure that all the units or appliances that they want covered, to be checked.  An example would be your Air Conditioning System, prior to the start date the customer is to have maintenance done to ensure that the unit is working properly.  Once the policy begins, if claims are placed they are only covered if they have failed due to normal wear and tear that has happened within the timeframe of the policy. An electrical unit would be something that can happen within the timeframe, a plumbing issue could happen within the timeframe of the policy but an Air Conditioning system or even a Heating System takes time to fail and would be considered a pre-existing failure or as stated in Section F. Limitations of Liability #1 an known or unknown pre-existing condition.We do see that your policy is in past due status, if you would like to continue with the policy, please contact us and we will as a goodwill gesture provide the last payment for you. If you would like to cancel this policy, we would as a goodwill gesture provide you with $40 which was the last payment that you had paid.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 www.choicehomewarranty.com/useragreement. We regret to hear your frustration. In recent review of your water heater claim, you advised the Intake Claims Specialist that your unit had rust on it and water was leaking from the tank.  Please understand that 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…”Also, per our policy, Section Letter D., Number 6, CHW does not cover “…the main, holding or storage tanks…”However, in order to properly diagnosis your unit’s issue, we can send out a technician to your home to diagnosis the issue.  As a goodwill gesture, we will waive the service call fee of $45 for this claim.  Once a technician has accepted your work order, you will be contacted via email and voice message with the technician’s information; at that point, please feel free to contact the technician to schedule an appointment. In regards to your Air Conditioning claim, please understand that your claim has been dispatched to the available technicians in your area; once a technician is available, they will accept your claim work order.  We apologize for any inconveniences this may have caused you.  For further questions or concerns regarding your claim, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm EST. 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]
* We apologize that you have been receiving telephone calls erroneously on your cell phone. We have updated our records accordingly to have this removed.     Regards, CHW

You had provided us with the serial number of the unit and we looked it up and did in fact come up as a tankless water heater.  Per our policy that is an item that we do not cover. If you have a different number for the unit, please provide that to us and we can look further into that claim.In regards to an electrical claim, you had placed a claim for the electrical system that was not covered on 9/25/15  Claim #[redacted]. Since this was a non-covered claim we would not be providing coverage for an electrical issue unless the first issue was resolved and we receive a proof of repair.  Please send the proof of repair to us at [email protected] and we will be happy to continue this current claim.Thank you.CHW

CHW offered the free $45 service call fee as a courtesy and not meant to be an insult in any way. It was an attempt to assist with your future needs. Your claim was processed in accordance to the policy. The grammatical errors in the response are human error and we apologize for that. However, in an attempt to assist the customers timely, we work quickly. Your complaint has been taken seriously and is important. Your refrigerator wasn’t addressed because the water dispenser is not a covered part of the refrigerator as was outlined previously. Although it doesn’t dispense milk or wine, it is still a dispenser which is not covered. Apologies were given for any rude treatment you were provided with. We want to always ensure mutual respect. If you would like the free service call, please call the customer service team at [redacted].   Regards, CHW

Dear [redacted]We regret to hear your frustration and dissatisfaction with CHW. Please be advised that we only received an invoice for the replacement of your motor, in which you reimbursed the funds at our cost in the amount of $345.00.  Please be advised that the module and...

transformer failed due to secondary damages. Per our policy, Section Letter F, Number 19. CHW is not liable for repairs related to “…secondary damage…”We mailed the check to you on 8/1/17 and it was cleared on 8/10/17.Our records show that this claim has been settled.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 the claim was not covered per a lack of proper routine maintenance and also we do not cover wire tracing.  However we do see that you stated you were going to provide a second opinion because you did not agree with our technician.We will wait for your second opinion and then review the claim.Regards,CHW

Dear Mr. [redacted],At CHW we provide our customers’ the chance to review the policy before they decied to purchase the policy.  Our policy is on our website for anyone to view also, once purchased, a customer has 30 days to cancel for a full refund.If the customer does not cancel, we will believe that they have read the important information that was provided to them before the policy start date and if they would like to cancel after the 30 days, CHW will then follow our policy as stated in Section L. Cancellation.  We will subtract the amount that we have paid out on claims; we will subtract the amount for the administrative fee of $50 and provide you with the pro-rated refund for the remaining of the months not used. Your policy began on 6/26/15 and CHW has paid $588.13 in authorized claims.  You would not have a refund on this policy that has been used for the past 18 months.In reference to the failures that we cover, we will cover failures that are only mechanical and that are listed under included in our policy. If you disagree with the outcome of the claim you are welcome to provide us with a second opinion from a licensed technician.  Please have them contact us at ###-###-#### and they will be able to speak with our authorization department. Please note that if you have the work completed without authorization, you will not be reimbursed for any work done as this is stated in Section C. Service Calls #3.Lastly, your policy is active, you are able to enter it and view it as always.  Please go to the customer account center and place the email address on file and place your policy number to access this.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because: Firstly they originally told me the failure was not normal wear and tear because the incompetent technician they sent could not find the leak. Secondly, I have reviewed the pictures sent and talked to the repair company who actually fixed the unit, who advise the failure is due normal use and has nothing to do with corrosion.
Regards,
[redacted]

Dear [redacted], There is no coverage provided based on the diagnosis received from the technician. The unit was found with a dirty condenser and with an improper Freon charge. This resulted in the unit attempting to work to provide the cooling desired but it would not have had to do this had it been properly maintained. In accordance with the guidelines in the policy, this is something that is not covered. Section Letter F, number 12 indicates that we are not responsible for repairs due to lack of maintenance.   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 complaint we noticed that you stated that you are calling this warranty “insurance”. Please note that CHW is not an insurance company and we do state in our policy that we are not insurance.The claim that you are speaking of for your heating system, we offered to have you use our reimbursement option, as it was explained to you, if the claim is covered, you will be reimbursed for the service call fee however if it is not you will not.  It also explained that we would not be able to provide funds without having your technician provide us with a diagnosis. If you chose to have the unit fixed before we provide authorization, we will not pay for that either as it is stated in our policy, Section C. Service Calls #3. Our authorization team does not speak with our customers; they will only speak with the technician who is providing the diagnosis.We received a quote for the work and after calling the technician, it was advised to us that this was for a cleaning of a dirty unit and a flame sensor and inducer motor.As a good faith offer we have placed a onetime free service call fee.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy. Regards,CHW

Dear [redacted],We do regret your frustration with this claim however the records you had provided us with did not show routine maintenance therefore the claim was not overturned.  However we would like to assist you and since you already declined the goodwill of $100, we are willing to increase the offer to $200.00 however we are not able to increase the funds past this amount.We do hope that you accept our good faith offer to resolve this matter for you.Please feel free to contact us if you would like to accept this offer.  Please contact our Customer Solutions at ###-###-####.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 our web site at [redacted] Upon review of your claim, we see that the technician did advise us that the unit was in poor shape. CHW has no reason to send a different technician out to your home however you are more than welcome to provide your own second opinion to us and we will review the diagnosis. We ask that you do not have the unit repaired before CHW provides authorization otherwise we will not be able to provide any funds to you if the claim is covered.
We do see that CHW offered to provide you with a full refund. If you would like the full refund, kindly send back the form and we will provide that to you.
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy.
Regards,
CHW

Dear [redacted],We understand that you are upset with the outcome of this claim.  As a resolution for you, CHW is offering you a full refund of the paid policy in the amount of $186.68.If you would like to accept this offer, please contact CHW and we will provide you with a form to sign in order to process your refund. Thank you,CHW

I am rejecting Choice warranty for a very simple reason. They did not honor the contract by refusing to pay for a new AC unit. I have reviewed numerous complaints that were received by the Revdex.com. They use the same excuse for not honoring the warranty a preexisting condition and rust. My AC unit was working fine and died unexpectedly. How is someone suppose to know when a appliance or system is going to fail. The whole purpose of a warranty is to protect against unexpected breakdowns. This seems like a pattern of bad conduct on the part of Choice Warranty and I will not be treated like a fool.

Dear Mr. [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 policy with CHW, we do see that we have assisted you with $853.00 worth of claims and in this case CHW did provide you with a goodwill gesture towards the claim however this is the most that we are offering due to the policy Section F. Limitations of Liability #19 which states that the failure was caused by secondary damages.  Please note that all claims placed are subject to a service call fee, if the claim is covered or not.  Reviewing the complaint you stated that you provide a second opinion however we do not see any other documents provided. Please have the technician provide us with the documents by sending them to [email protected] or he can contact us at ###-###-####. We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy. Thank you, CHW

Dear [redacted],Being that the motor seized and the policy had not been in effect for more than a month, this would still not be covered under our policy. Please see Section F. #1 which states that we do not cover known or unknown pre-existing conditions. As a good faith offer, we are offering you a refund in full of your policy.  Please contact us and we will send you the necessary documents to sign to receive the refund. Please call ###-###-####.Thank you,CHW