Bass Services, Inc.

Choice Home Warranty was called for AC that quit working.   They send in a tech who just filled Freon and went away.  He did not evaluate why the Freon went down.  I asked my private AC tech to look at the coil as I know Choice does not pay for leak test.  He told me that the coil needs to be replaced.  CHW did not pay for this coil and labor.  First of all they did incomplete evaluation and also they failed to take care of their client for a failure of AC despite regular maintenance.   They must pay for the cost of the coil and repair that is total $ 1,200.    If they don't I plan to go further in my efforts.   [redacted].

Dear [redacted]    After further review, CHW has contacted the technician who installed your garbage disposal – they will return to your home to make the repair.   Please contact them at [redacted] ###-###-#### to schedule an appointment as soon as possible.   Please note, there will be no service call fee charge on this claim. Regards, CHW

Complaint: [redacted]
I am rejecting this response because:They have changed the wording of why they are rejecting the claim since the beginning to ensure it's not covered. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:First thing I want to point out. Your response is not true. It was you Claim Specialists, not the technician, that had told me that the magnetron and transformer were in the time of failing and hence the descision for denial. In fact, as I have mentioned in my email, your technician had told both my wife and I that I was eligible for a replacement of my microwave. Second, pls listen at your recording when someone waits in line. Your recording states... "You are eligible to purchase choice home warranty coverage REGARDLESS OF AGE of your home and appliance, in fact NO HOME INSPECTION IS REQUIRED"...but you insisted you are not covering repair of my microwave because the magnetron and transformers "are parts that require time to become faulty". Third, it is true I had cancelled my contracts with your company, because I find it a gamble buying your warranty. So if my 11 year old central AC breaks down you will tell me you cannot cover repair because those parts are due to become faulty. Your pre-existing clause is a blanket statement to favor your company to deny claims. Your recording said no inspection is required  yet when I asked your claim specialist how could I prove my microwave was in good working condition prior to beginning of effective date her response was I should have gotten a home inspection to back up my claims. Good thing I found out about your contract loopholes while its early. I would feel sorry for those who had been with CHW for years and whe time to file a claim will  get denied.
Regards,
[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 policy that began on 5/17/15 I do see that you placed a claim 2 days later on 5/19/15 for your Air Conditioning unit.  We were advised that the units compressor was not pumping refrigerant. There is an internal malfunction of the compressor and it does need to be replaced.  Unfortunately, per our states that all units must be properly maintained and enter into this contract in proper working order.  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.Being that your policy started 2 days prior to you placing the claim, shows CHW that the unit did not come into the policy in proper working order.  CHW does not cover known or unknown pre-existing conditions to the policy start date.  We do apologize for the trouble that you are having and we do look forward to assisting you in your future claims.Best regards,CHW

Complaint: [redacted]
I am rejecting this response because:I have already responded to this message, but I will respond again.I have NOT received a check and WILL NOT remove this complaint until this alleged check is received. My original response to the e-mail was submitted in the allotted time frame.

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.On Friday I received a refund for $120.00, although it was suppose to be $130.00, I am very happy to have received this. The person that contacted meabout this was very respectful and apologized for the inconvenience.
,

Dear [redacted] A [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 policy, you purchased our Total Plan coverage policy for one year, with the optional “Well Pump” and “Septic System” coverage on July 7, 2017.  Your policy coverage became effective on August 7, 2017, as our policy states in Section B of Coverage period:“Coverage starts 30 days after acceptance of application…”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 compressor shorted to ground.  This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor.  This failure could not occur during the short lifespan of your policy as it takes time for this failure to develop.Per our policy, Section Letter F, Number 1, CHW is not responsible for any “…known or unknown pre-existing conditions.”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied.  We strive to provide the best customer experience, therefore, as a goodwill gesture we offered you $100.00 to assist you on the non-covered claim.  You accepted this offer and CHW authorized the funds to the technicians at [redacted], to apply towards the repair bill.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 apologize for the inconvenience this may have caused you.  We have contacted our IT department to remove your information from our do not call or email list.  Please allow one week your information to process. If you continue to receive solicitations, please...

forward the email to us at [email protected], so we could revisit the issue. 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 your heating system, it was advised to us that the unit had debris within tubing from the switch to the inducer, once the technician removed the debris the unit started to work again.  You had advised the technician that the unit did not work again and he discovered that the unit had multiple cracks.  With both of the diagnosis that the technician provided us with shows the unit to have had a lack of proper routine maintenance.  Per our policy, Section F. Limitations of Liability #12, states that CHW does not cover failures that are a result of a lack of proper routine maintenance. If you would like to have CHW review your claim again, you can have a different technician provide us with a second opinion and we would review the claim.  If you have had routine maintenance completed on your unit, you can always send the records in to show that the unit had this completed.  From the pictures that were sent, to diagnosis of the claim, it clearly shows us that this unit was not maintained properly.We do apologize that this claim is frustrating and we have documented what you had stated the technician said about CHW as this is not something that is a normal practice of ours.  CHW bases our decisions off of the technician’s diagnosis and the pictures that are provided.  We also rely on the customers to enter into their policy in with their units in proper working order as well as having their units maintained per the manufactures specifications.  We do look forward to assisting you on future claims and if you would like to provide us with a second opinion that would overturn this decision; we look forward to reviewing it.Please note, CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW

Complaint: [redacted]
I am rejecting this response because: This business did not inform me over the phone that I had 30 days to cancel; Secondly, I didn't get the contract until 30 days after I had paid the $375 by credit card.  It is obvious that theydon't care about the customer's concerns or disappointments ... so I will let this be my final email as they are not interested in being honest, customer-focused, or providing the services that they proclaim that they provideto customers ... so I am done with this issue.  I will just cut my losses and take this experience to require that a business who offers services to be in my market area, because at least I could deal with them face-to-face.  Thisis a very sad and disappointing situation.
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 policy you had with CHW, I do see that we had paid out $258.00 for claims under your policy.  I do see that you had placed a claim on 10/26/15 stating that you had a plumbing issue and you stated that the “whole drain parts connected to that go from the wall to the sing needs to be replaced.”  The technician diagnosed the issue to be an improper installation.On 10/27/15 we advised you that per our policy, Section F. Limitations of Liability #11 states that we do not cover improper installation.We are very sorry that you chose to cancel your policy with us however CHW is in full compliance with the terms and conditions of our policy.  Respectfully,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 it was processed according to the policy. Based on the diagnosis we received, it stated that the data plate and thermostat failed and needed to be replaced.  Our Authorizations Team found that these parts were no longer available.  Per our policy, Section Letter F, Number 9, it states that “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.”Our Sr. Claims Specialist offered you that the cost between parts and labor which was $143.50, in which you were not satisfied with the amount.Since we strive to provide the best customer experience, as a goodwill gesture, we would like to offer you the amount of $300.00 towards a new unit.  To accept this offer, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST and 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: You are lying. I have spoken with the technician and he has sworen to me that he did not say that rust caused the issue. That's why you asked for pictures. You used the pictures as an excuse. No hard evidence at all. Not even a second opinion. and what about they way you robbed me and charged me the going rate as far as my refund? I paid for 5 years at an average of 30 dollars a month but when you pro ratted me you charged me full price per  moth at 44.00 On top of that you took back 200.00 of coverage from the initial visit. Which I was a paying customer and was covered for that date. Once I cancelled you went back and STOLE that money from me. I paid an average of about 800 dollars for 13 months of service. How do you explain that without admitting how you gauged me!!!!!
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I don't know where you get $215 from. You reimbursed me from one claim for $145 for a heating element. I had 2 technicians that came that I paid $60 service fee for. I asked the last one what I would have paid them if I had not gone thru you and they said $65. Neither technician fixed the problem. They only diagnosed it. They didn't even have the material with them to fix the problem. We have to go out and get the necessary parts and fix it ourself or pay another service fee. It took all day to get in touch with the technician because they only had cell phones as they were a "Mom and Pop"operation and you couldn't leave a message with anyone for them to call you back. One said this voice mail has not been set up yet and the other one said their mail box is full. It was around 7pm at night before either tech came and then they ONLY diagnosed the problem. And now that I cancelled my service from March 11-July 6 you are telling me I don't get a refund when I asked before I agreed to pay the ENTITRE YEAR in advance that I would be refunded any months I don't use (like car insurance). You are obviously not going to do as promised to me so you don't have to respond to this. Thank you Revdex.com for trying to help me. I hope Choice Home Warranty
is happy being a greedy company keeping my hard-earned money.
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.  Based on the diagnosis that we received, it stated that the fan motor locked and the compressor had zero ohms resistance.  Please be advised that your policy coverage start date was 8/26/17 and you stated the last time your unit was working was 9/7/17 – the failure that occurred to your unit is one that gradually fails throughout time and would not have failed in the short lifespan of your policy.Per our policy, Section Letter F, Number 1, CHW is not responsible for any “…known or unknown pre-existing conditions.”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied.  We strive to provide the best customer experience, therefore as a goodwill gesture, we have applied a onetime free service call fee onto your policy.  This can be used on your next claim. 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.   Section Letter L, Number 4 of the policy states, “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”. The policy was purchased on 11/9/16, with an effective date of 12/9/16. If you purchased the policy with the promotion of a free month, which is added on to the end of the term, which is why your policy was set to expire on 1/9/18. The reason the goodwill payment is being deducted from the refunded amount is that it is considered to be a cost, which is deducted from the refund as explained in the 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 [redacted]   Upon review of your claim it appears that your claim was covered in accordance with the policy. The policy section Letter F, Number 12 indicates 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. You did submit invoices which showed repairs that were completed on your water heater as well as records from your previous warranty company. However, these are not records to show that you have had proper routine maintenance performed in accordance with the manufacturer of the unit. These records will not show inspections but instead routine maintenance that will contain information related to pressure and amp readings, etc. CHW doesn’t require that routine maintenance records be provided, however, you are invited to submit this information to have your claim reviewed in hopes of a more favorable outcome. At this time the claim will not be covered.     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 policy with CHW we do see that we were able to assist you with previous claims totaling $ 758.70 for the past few years. However we do see that you placed your claim for the AC System and in reviewing that claim, it was stated that the system was completely out of Freon. After a leak detection test was completed, it was advised that the unit had a leak due to rust and corrosion.
Per our policy, Section F. Limitations of Liability #1 states that CHW does not cover any failures that are a result of rust or corrosion.
We see that you chose to cancel your policy with us. We do regret your frustration and losing you as a customer however CHW is in full compliance with the terms and conditions of our policy.
We do wish you all the best,
CHW

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 policy that began with CHW on 7/9/15, you placed a claim for your AC unit on 8/6/15.  The technician’s diagnoses stated that the scroll compressor was shorted and tripped the breaker. This takes a long time to happen and if the unit was proper maintained it would have been seen.  CHW doesn’t cover failures that result from a lack of proper maintenance and that result of not coming into the policy in good working order. We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us.  We do appreciate your feedback as this does help us with our customer service and service providers. Choice Home Warranty was in full compliance with its terms & conditions.Best regards,CHW