Bass Services, Inc.

Complaint: ***
I am rejecting this response because:
T professional that you assigned to this claim reported back to ou informing you that the only way the leak can be fixed is to drain the heating pipesThat becomes part of the process of fixing the leak that you cover in my policyTo say you cover fixing a leak, but not the process of fixing the leak is contradictoryThis is the ONLY process to fixing this leakIt should be coveredIf you dont cover it, you should find a procedure that is covered by your policy and dispatch a plumber who will comply with this procedure
Regards,
*** ***

Complaint: ***
I am rejecting this response because:the heat pump technician wrote that the defective contactor didn't cause the condenser motor or bearings to go out! Our attorney reviewed the contract and said the $defective condenser motor should be covered under our deluxe home warranty! Choice Home Warranty is just a scam and doesn't pay legitimate warranty claims! They are a rip off when their technician said the motor should have been covered! Don't deal with Choice Home Warranty as they aren't honest!!
Regards,
*** ***

Dear *** ***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 system was low on Freon Your system being low on Freon indicates that there is a leak somewhere in the system When the leak is not visible, a technician must perform a leak test A leak test would determine the location and cause of the leak, and in addition, the technician would take pictures of the location of the leak, the indoor and outdoor coils, and the model and serial number of the unit Per our policy, Section Letter D, Number 4, we do not cover leak test.Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you agreed to have the leak test performed Based on the leak test results, it stated that the thermal expansion valve was not regulating and not allowing the Freon to pass through properly, therefore a new thermal expansion valve was needed In addition to that, your unit is currently under warranty Per our policy, Section F, Number 15, CHW does not cover any item while still under an existing manufacturer’s, distributor’s, or in-home warranty Our policy also states in Section D, Number 4, CHW does not cover “…thermal expansion valve…”We strive to provide the best customer experience, therefore, we offered to cover the labor for the thermal expansion valve. While we do apologize for any inconveniences you may have encountered, please understand that CHW does not control the delivery of parts.As a goodwill gesture, we have placed a onetime free service call fee on your policy We regret to hear your wish to cancel your policy To process the cancellation, please contact our Customer Solution’s Department directly at ###-###-#### Monday-Friday 9AM to 6PM EST. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

*** ***, CHW provided you with a check in the amount of $which we did not have to do. The claim was not covered as stated by an improper previous repairDue to the fact that you have accepted the $to assist with the repair, there is nothing more that we are able to do for you at this timeThe goodwill check has been mailed and it shows that you are in receipt of itWe do hope that you have a better experience with us on your next claimThank you, CHW

Dear *** * ***, 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 *** Although we would never want to lose a valuable customer, if you would like to cancel the policy you can do so under the terms of the policy as outlined in section Letter L, Number which states If canceled after days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $administrative feePlease call the customer service team directly at *** in order to have this addressed. We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy. Regards,CHW

Dear *** ***,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 *** We do understand your frustration and although our policy states that CHW is not responsible for the technician’s negligence, we have on your behalf reached out to the technician for you However we do suggest that you contact the technician or place a proper complaint against them since they are the issue and our company does not take responsibility for them We urge all customers to review their policy before placing a claim, our customer service reps are not technicians and we will send a technician out to your home for any reason that you contact us for since we cannot diagnose over the phone We will however provide you with a onetime free service call fee onto your policy for the next claim you have to place.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Complaint: ***
I am rejecting this response because:
Number 1, you said that rust as per policy is not coveredThe pipe in question where the leak existed is a copper pipeEveryone knows that copper does not rust! Also, CHW representative did not explain the refund as per your interpretation They told me I could get a full refund at any time or I would have NEVER bought years in advance I was also told that I would receive 200, then when I called back they said I also did not decline the offerI spoke with your representative and am going to send in a invoice for repair to receive the Seems you can't believe anything from CHW representatives
Regards,
*** ***

Complaint: ***
I am rejecting this response because: Their contract does not specifically state they do not cover heat echanger...the cause of of my water heater failure
Regards,
*** ***

Dear *** ***, 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 *** Please accept the apologies of CHW for the unprofessional behavior that you experienced during the claim that was placed from the techniciansThis information has been documented and forwarded to the Vendor Relations team to be able to handle with the technicians that were assignedRegarding the claim, it was processed according to the policyYou have noted that section Letter D, Number indicates that washing machines are covered and they areHowever, please refer to section Letter F, Numbers and of the policy which states, “We have the sole right to determine whether a covered system or appliance will be repaired or replacedWe are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or colorWe 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…..” and “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”. Based on the diagnosis that was received the unit needed to have a new control board and wouldn’t be worth the repair We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

I am rejecting this response because: The response did not address the portion of my complaint which actually triggered the Choice Home Warranty representative to become extra rude and obnoxious, and this was stated in my complaint whereas I stated that I was given information when I signed up for the warranty My complaint issues included the fact I was told that I would get month free if I add an additional property, I then added my rental property, I was then told by adding this property I would be charged $per month per property and I would get month free I was told that I had to wait days from the date I signed up for my warranty before I could file a claim, which was no problem It DOES NOT matter whether I received my money back or not, I signed up for this warranty based on the information that was given to me and expected Choice to honored what was told and explained to me originally vs a refund That is the bottom line, according to Revdex.com website, Choice has had over complains within the last months, basically the same as my complaint When I spoke with Markis (Choice Rep who stated that he was a supervisor) I told him about the complaint I found on the Revdex.com website, he stated that Revdex.com website and that I was going to file a complaint, he stated that it did not matter because Revdex.com has does not list their company and that Choice ratings are under some type of Consumers website

Dear *** *** ***, 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 indicates is has been processed according to the policyCHW had ensured that a technician was there when the claim was initially placed and was unaware that the issue hadn’t been resolvedOnce receiving information that the issue wasn’t resolved, CHW did quickly respond and reassign the claim to another technician to determine a diagnosisThe optional coverage that has been purchased is for a refrigerator ice makerThe diagnosis that has been received is that the freezer inside of the door panel is warped, which is causing the dispenser not to workSection Letter D, Number indicates that doors and dispensers aren’t coveredPlease call the CHW customer service team directly with any questions at ###-###-#### We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear *** ***,Upon review of your claim, we do see that *** *** *** *** *** went to the home and they advised us that the “drain lines were clogged “ Since you are stating that they provided a different diagnosis, we will contact them and find out what they advised you and what was done.We were advised that this claim was not covered due to the lack of proper routine maintenance We will however review again with the technician and we will have one of our customer service reps contact you with the outcome of the review.Thank you,CHW

Dear *** * ***, 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 ***
* Your claim and policy has been reviewedThe effective date of the policy is 8/4/You indicated that there were no previous claims, however, the records indicate that there was a claim placed on 12/15/for the stove, 1/25/for the air conditioning system, 1/27/for the heating system and a final claim on 8/8/for the air conditioning systemThe claim for the air conditioning system on 8/8/was not covered due to lack of maintenanceThe evaporator coils inside of the air handler was smashed from a previous cleaning jobThe condensing coils were severely deteriorating and falling apartThere was also a large refrigerant leak in the condensing coilWhen you were informed of this, you advised that you would send in maintenance records CHW received and reviewed the documents that were sent in as maintenance records and it was determined that they were not sufficientThe documents that were received didn’t contain a model or serial numberIt was an invoice that showed that the coils had been cleaned and Freon was addedThe date was changed from 7/27/to 8/27/This showed that the leak had been in existence on 7/27/as Freon needed to be added and this was before the effective date of the policy, which made this a preexisting conditionIn accordance to the policy, CHW is not responsible for repairs related to known or unknown preexisting conditions We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear *** ***,
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 assetWe are committed to providing a positive customer experience and we take all feedback very
seriouslyChoice 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 purchaseIt may also be found on our web site at *** Upon review of your policy, we see that it began on 5/19/16; you began placing claims on that same dayCHW did provide service for you and paid for a repair however the claims that you placed were not covered claimsPer our policy, Section ACoverage #states that all units must enter the policy in proper working orderBeing that you placed a claim for the units on the start date and shortly thereafter, shows us that the units did not enter in accordance with the policy
You chose to cancel the policy and as it states, it has to be a mutual agreement, CHW did agree to the cancellation and provided you back the remaining months of services minus any funds paid by us along with an administrative feePlease see Section LCancellations
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy
Regards,
CHW

Dear *** * ***, 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 *** A review of the claim shows that the claim was processed according to the policyBased on the diagnosis that was received, the unit had multiple failuresThe breakers weren’t working properly, one was completely melted, the heat kit needed to be replaced, the motor and capacitator had also failedThe drain pan under the coil has a hole in it, the unit continues to freeze up as wellThese are things that are not wear and tear and occur as a lack of proper routine maintenanceSection Letter F, Number of the policy states, “We are not liable for or routine maintenanceWe will not pay for repairs or failures that result from the Contract holder’s failure to perform or routine maintenanceFor 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” Section Letter L, Number of the policy states, “…If canceled after days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $administrative fee and any service costs incurred by Us”CHW values all customers, however, in the event you choose to cancel, it will be in accordance with the policyPlease call the CHW customer service team directly at ###-###-#### We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear *** * ***, 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 *** Upon review of your claim it appears that it was processed in accordance to the policy, section Letter F, Number in which CHW states that We have the sole right to determine whether a covered system or appliance will be repaired or replacedWe are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or colorAs we realize you weren’t happy with the results of the claim, we offered a goodwill gesture of $500, which you declined We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Hello, Our records indicate that a payment was made on this claim in the cap amount of $This was authorized on 7/11/ Regards, CHW

Dear *** * ***, 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 *** A review of the claim shows that the claim was processed according to the policyThe technician provided the diagnosis that the unit needed to have a new control boardThe transformer caused damage to the control boardSection Letter F, Number of the policy indicates that CHW is not responsible for repairs related to secondary damagesCHW values all customers and wanted to make an attempt to work with you on the claim, however, you disconnected the callPlease call the customer service team at CHW at ###-###-#### We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, 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 I do apologize that you were not informed that CHW does not do maintenance on units, we only do repairs Also, per our policy every unit has to come into the contract in proper working order You called us a day before your policy started and we did advise you that you could not place a claim as of yet because your policy had not started yet You then went online and placed your own claim for this unit the day after your policy began We did advise you over the phone that this would be considered a pre-existing issue Pre-existing meaning to your policy start date; CHW does not cover any known or unknown pre-existing issues as this clearly was since you called it in before the start date.Please see Section ACOVERAGEAre in place and in proper working order on the effective date of this home warranty contractThis contract does not cover any known or unknown pre-existing conditionsIt is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or componentsThis contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,square feet, unless an alternative dwelling type (i.eabove 5,square feet or multi-unit home) is applied, and appropriate fee is paidCoverage 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 homesThis contract describes the basic coverage and options availableCoverage is subject to limitations and conditions specified in this contractPlease read your contract carefullyNOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.I also see that we did refund you back the last payment that you made upon your cancelling your policy with us We are very sorry for any inconvenience that this has caused.Best regards,CHW

I am rejecting this response because:I am sure that you wouldn't say something like, "this failure could not have occurred on the 08/28" unless you could document the exact time and date of failure supporting your claim...The AC unit failed on the day that I reported it, 08/28, ONE Month AFTER I purchased coverage from your company...If you are not going to cover this claim I am cancelling this policy due to your lack of honoring your contractual agreement and therefore demand and expect a FULL REFUND of the $I paid for said contractual terms that you are not honoring