Bass Services, Inc.

Complaint: [redacted]
I am rejecting this response because:
Choice Home Warranty sent incompetent companies to my house to fix a problem that was NEVER fixed. I spoke with Tucker from Choice Home Warranty (employee ID [redacted]) that not only personally spoke to the plumber who recommended a new toilet for my property but I also spoke to a supervisor who sent me a reimbursement form. When it came time to actually installing the toilet ALL OF A SUDDEN Choice is not covering my toilet or installation. Even though a plumber that has been out to my house FOUR times says I need a new toilet. How completely unprofessional of Choice Home Warranty and robbery. I pay $36 a month for 12 months. That's $432 I paid Choice, for what? To pay for a plumber myself to fix the problem?? I absolutely reject their email response and the fraudulent claims they make.
Regards,
[redacted]

Dear James [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 handled in accordance with the policy. Section Letter F, Number 12 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. Additionally, number 19 states we are not liable for the negligence or other conduct of the Service Provider, nor are we an insurer of Service Provider’s performance. You also agree that we are not liable for consequential, incidental, indirect, secondary, or punitive damages. Although maintenance records aren’t required, you are invited to send the maintenance records to show that you have had proper routine maintenance for your claim to be reviewed in hopes of a more favorable outcome.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy. Based on the pictures that were received from the technician, it has been determined that based on the rust and corrosion the claim will not be covered.   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 .  We have reviewed your claim for your oven and do see that we have provided you with an amount per our policy Section F. Limitations of Liability #16 that states 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.CHW has authorized a check in the amount of $590.00 that will be sent to you in 30 days of the authorized date.  We understand that sometimes the amount is less than what you had paid for your unit but your unit was also 8 years old.  CHW has provided you with the funds pursuant to our policy.  When a customer signs up with our policy, they do have 30 days to review the policy at that time they are able to cancel the policy and receive a full refund.  You have been with CHW since 2013 and we have covered $ 1936.82 in authorized claims, using the same policy that we have provided you with the funds for this claim.We do regret your frustration with this claim however; CHW is in full compliance with our terms and conditions of our policy.Best regards,CHW

Complaint: [redacted]
I am rejecting this response because: payments has not been refunded. My bank is investigating  dispute charges as well. We are awaiting for my refunds. 
Regards,
[redacted]

A[redacted],The compressor on your unit had an internal mechanical failure also the valves were bad. This occurs from a lack of proper routine maintenance.  Again, per our policy “valves” are an excluded portion of the claim as well as a lack of proper routine maintenance.CHW did offer a goodwill gesture to you in the amount of $350 which you declined and chose to cancel your policy.  We do regret your frustration however you did decline or offer to assist you and you also cancelled your policy with us.  You did receive your refund of the policy in the amount of $991.66.CHW is in full compliance with the terms and conditions of our policy. We wish you the very best with your home warranty needs.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because: they said that I could either accept their decision and pay the cost of the repairs myself or they could cover what was needed and then cancel my policy. If I accept that they would cancel my policy but I would not receive a refund for the remaining time on the policy which is paid through February 2021. I requested a detailed accounting of the service charges that Choice Home Warranty has paid on my behalf over the life of my policy and my request was denied. Therefore I am unable to accurately assess the benefit of having a home warranty.
Regards,
[redacted]

[redacted]We understand your frustration however; the person that takes the claim calls is not a technician and is not at your home. They cannot see the unit and therefore cannot determine if the unit is covered or not.  We urge our customers to read their policy within the allotted time that is given before the policy begins.If a customer places a claim, CHW will send a technician to diagnose the issue and provide the information to us.  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 www.choicehomewarranty.com/user-agreement/. A review of the claim shows that it was processed according to the policy.  Based on the diagnosis that we received, it stated that burner tubes were rusted out and caused the severe flame rollout. 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…”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 $180.00 towards the repair.  You declined this offer as you wanted the entire claim covered; you then proceeded with requesting to cancel your policy. As of 10/19/2017, your policy has been cancelled.  Please note that the goodwill funds are only available for active policies.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].   A review of your policy indicates that a refund in the amount of $975.00 was refunded on June 15, 2016.       Section D of the policy states “the coverage is for no more than one unit, system, or appliance, unless additional fees are paid”. The exception to this is the air conditioning units in which we provide coverage for two. Additionally, Section A of the policy states “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 the appropriate fee is paid. As an additional courtesy, after indicating the lack of coverage for your air conditioning units, we presented you with the option of adding the additional units onto the policy to ensure you had sufficient coverage. For your convenience we offer a variety of additional coverage options. This will also provide an opportunity to understand the coverages of your policy.   We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. I do find it funny that when I tried to ask in more information about a policy you changed which policy you referenced. I realize that you are giving me about $115.00 in credits so that is why I accepted. With a little creativity you were able to help rich my general asking of $360. Thank you.
Regards,
[redacted]

Dear [redacted] We understand your frustration however due to the claim not being covered under our policy, we are offering to provide you with a refund of the paid policy and subtract the amount that we have paid on claims.  This would be a total of $349.00.  If you would like to accept this amount, we ask that you contact us at ###-###-####. Thank you, CHW

Dear [redacted]The first claim that you placed for your Air Conditioning System was on 5/14/15 which happen to be the same day that the policy began.  This claim would not be covered due to the policy restrictions stating that all units must enter the policy in proper working order.You also stated in that claim that your unit had not worked in 3 weeks prior which does show that this claim would be pre-existing to the policy.The second claim that you placed for the same AC system, CHW did not cover due to the fact that the failure is a specific non-covered issue that is in the excluded portion of our policy.  Please see Section F. #8 and #1 that state that CHW does not cover failures that are caused by rust or corrosion. This unit failed due to a leak that was cause by rust.We do see that you are still a customer with us, and if you would like to cancel the policy, CHW will be willing to provide you with two payments that you have made in the amount of $38.75.We do ask if you accept this offer, please contact us and we will provide you with a release to accept.Thank you,CHW

The claim was placed on June 15th;however I enrolled in Choice warranty on May 11th, 2015. Since Choicehas decided not to move forward with fixing the Air Conditioning unit, I willlike to cancel my coverage and be refunded my difference.  How do I go about getting mymoney back and cancelling my coverage? Thanks,[redacted]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

We do show that the credit of $100 was placed onto the credit card that you purchased the policy with in the name of [redacted] on 07/07/15 03:49:58 PM.  It does take 7-10 business days to process, if it still has not been placed, please contact our cancellations department to advise you of the credit card number that it was placed onto.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because the basis of my complaint was about Choice canceling the diagnosis of the problems with my a/c unit.  Choice Home Warranty cannot say what the problem is with my a/c because they had never had it inspected.  Choice set up a diagnosis of my system to determine what the problem is but then canceled it without notifying me.  This resulted in loss hours of work and production at work.  I've already acknowledged with Choice that I understood that when I initially opened the claim, the warranty hadn't activated yet.  When I attempted to reopen a new claim to say that my unit was no longer working again, Choice refused to cover it because they claim it was never repaid.  It is impossible to know whether or not it was repaired.  The current existing problem may or may not be the leak and it is horrible business practice to assume a problem whether than have it diagnosed.  Choice made promises to me that weren't met.
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 we received, it stated that the compressor had open windings, the condenser top cracked where the fan bolts, a failed dual capacitor and a leaking evaporator coil.  These failures show that there was a lack of proper routine maintenance.  Per our policy, Section Letter F, Number 12, we do not cover failures due to a lack of proper routine maintenance. The diagnosis also stated that the compressor was improperly installed as there was a 13 SEER Compressor for a 10 SEER unit.  Per our policy, Section Letter F, Number 11, we do not cover failures due to improper installations Our Sr. Claims Specialist advised you about the outcome of the claim, in which you were not satisfied.  We strive to provide the best customer experience which led us to offer you a goodwill gesture in the amount of $250 of assistance towards this non covered claim. You stated that you would not accept these funds as the cost of repair was substantial.  As this is a non-covered claim, we stated that we would not be able to assist in the cost for repairs, but we could increase the goodwill gesture amount to $300.  You did not accept these funds as you stated you wanted to cancel. We transferred you to our Customer Solutions Department and advised that if you would like to dispute this claim, to send in your proof of routine maintenance records.  You agreed and stated that you would send them in. However, you did not send in anything to us.You called us back and stated that you wanted to cancel your policy.  Per your request, we cancelled your policy as of March 30, 2017.At this time we are not able assist on this claim, as your policy has been cancelled. 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:Your website indicates that you would either repair or replace the item that is covered. You elected to cover only part of the repair as you indicated that the 2nd part was considered a secondary item. I had two plumbers that literally laughed when I mentioned that you denied the claim because it was considered a "secondary" item. While you approved to send $550 for the repair, it does not fix the water heater as promised on your website. The last plumber also indicated that for new water heater, it is no longer different parts, it is all part of one unit. So I ask the company again to either fix the heater with "all parts" or replace the water heater as promised by your salesperson and what is notated on your website as shown below:How Home Warranties Help HomeownersYour systems and appliances may be in good working order today, but sooner or later, everything wears out. Even with perfect maintenance, nothing lasts forever.When your system or appliance breaks down, you could spend hundreds or thousands to repair or replace it, potentially causing a serious financial setback. Or, you can have it covered by your home warranty for just the cost of a service call.*With these predictable costs, a home warranty service contract allows you to control the cost of home repairs. Rather than spending money on surprise repairs or replacements of systems and appliances, you can rest easy knowing that it's all taken care of with your annual service contract fee and low cost service call fee.*Homeowners also benefit from the peace of mind offered by a home warranty. You can feel confident about your home's systems and appliances, as you won't need to worry about them if they happen to break down or need replacement.[redacted]Getting Home Warranty Service from Choice Home WarrantyWith a home warranty, any time you need a repair for a covered appliance or system, you'll simply submit a claim to get help from a local technician. The Choice Home Warranty claims hotline is available 24/7 by phone or online. Once a claim is submitted, Choice Home Warranty will immediately dispatch a local, licensed, and insured technician to service your claim promptly and professionally.**Choice Home Warranty's technician will diagnose the problem and either repair or replace your covered appliance or system. Whether your appliance or system is repaired or replaced, you'll pay the same flat rate: an affordable service call fee. The fee is the same no matter how much the repair or replacement actually costs.[redacted] I am presuming we are not going anywhere with the Revdex.com. In 7 days, I will be filing a complaint with the New Jersey Attorney General. If that doesn't work, I will be taking them to small claims court to dispute this. I hope for a satisfactory resolution regarding this matter. Please repair the water heater (replacing both parts) or replace the water heater.Thank you for your reconsideration. Sincerely, [redacted].
Regards,
[redacted]

The policy offers peace of mind and repairs that are covered under the guidelines established in the policy. CHW doesn’t want to lose any valued customers, however, if you would like to cancel you can call the customer service team directly at CHW at ###-###-####. Please refer to your policy, section Letter L, Number 4 for cancellations.   Regards, CHW

Dear [redacted]We regret your frustration, however, please understand this is a non-covered claim.  The $150 was only to assist you on the non-covered claim.  We do value your business, therefore, we have added a onetime free service call for your next claim.  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, we do see that you stated that the water heater was leaking from the bottom of the unit. Per the diagnosis that we received, the technician stated that the unit had a bad thermal expansion valve and the tank itself was in need of replacement. Per our policy, Section D. Coverage # 6. Thermal expansion valves are not a covered item as well as the actual tank. Being that the tank itself was in need of replacement caused this claim not to be covered. CHW covers the heating elements that make the water hot; we do not cover the tank due to it being a holding vessel for the water.
We do see that the other claims that you have placed with us, we were able to assist you on them however we do regret that this claim in not covered per the terms and conditions of our policy.
Regards,
CHW