Bass Services, Inc.

Complaint: [redacted]
I am rejecting this response because:This is not an easily breakable switch within the unit. Someone has to have had access to that area of the unit in order to break the switch. Your tech from [redacted] left me with an oily mess. Choice chose a risky and cheap way to fix the earlier problem with the propensity to cause this much bigger one, due to the proximity of the  fixing, and caused all this havock. Choice is responsible for this situation. I am a 62 year old woman who needs action, no more excuses. I don't need an apology either.These are other notes concerning the inappropriate repair done by [redacted], the contractor who is responsible for the damage in my unit:The (recent) Choice Home Warranty representative (who explained what was wrong with the unit) called. He told me that the report stated that a bad “Pressure Switch” was at fault. This is a quote: “Since a pressure switch isn’t something that is supposed to break, this can’t be considered normal wear and tear.”   The repair notes from the service tech for the company who diagnosed the whole problem (and not [redacted]) does not mention a broken pressure switch. It talks about a high pressure capillary tube. Choice is wrong in their statements. This is not a wear and tear issue. Why pay a company that will subcontract for bad service? 
Regards,
[redacted]

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 [redacted] 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 not spinning as the rear bearing and spin tub broke.  Please be advised that your policy coverage start date was 10/22/2017 and you advised us that the last time your unit was working was 10/23/2017.  This failure would not have occurred in the short lifespan of your policy. Per our policy, Section Letter A., Number 3. CHW requires all units to be in proper working order on the effective date of this home warranty contract.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 you offered you $200.00 towards the repair.  If you would like to accept this offer, please contact us directly at ###-###-#### Monday-Friday 9am to 6am EST.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,

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 the claims were responded to accordingly in connection with the established policy. In section Letter F, number 8, we are not liable for repair of conditions related to rust and corrosion.   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 claim, we do see that there was a claim submitted on 6/22/15 for your Air Conditioning system.  It was said at that time that the unit was low on Freon and CHW added Freon to the unit.  The reason that we add the Freon to the system is because we expect the customers to have routine maintenance done to find out why the unit was low on the Freon.  Had you had maintenance done to the unit, the rust would not have gotten so severe that it caused the failure to happen.. When you placed the claim on 4/28/16, it was stated that the fins on the condenser were bent, there was a leak in the evaporator coil and the condenser coil, and both of the parts were completely rusted and corroded.Our policy does not cover failures due to a lack of maintenance but moreover we don’t cover the specific failure of rust or corrosion.  Per Section F. Limitations of Liability #1 & #8 state this.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 do regret the frustration that you have had, we do see that there was a goodwill gesture offered and accepted in the amount of $500.00 as a settlement for this claim.Please note that our checks take 30 days for receipt.  We are glad that we could assist you on this claim.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. 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 blower wheel was operating off balance causing excessive vibration, this was caused by debris build up.  If the system was routinely maintained, this issue would’ve been addressed prior to damaging the motor.  Per our policy, Section Letter F, Number 12, CHW is not responsible “…for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance...”  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 $200.00 towards the repair.  You accepted this offer as of 9/28/2017.  Please allow 30 days to process before the check is mailed out.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 shows that the claim was processed accordingly. You placed a claim on March 12, 2016 for your Air Conditioning System which was not covered due to section Letter F, Number 8 in the policy that indicates that CHW doesn’t provide coverage for repairs related to rust and corrosion. Also in accordance with section Letter D, Number 4 of the policy, CHW is not responsible for leak detection tests. Based on the information you have provided and information provided from technician’s previously, you had a leak that needed to be fixed to stop the unit from leaking Freon. In order for coverage to remain in effect for the unit, proof of repair from the non-covered March 12th claims needs to be submitted. Additionally, CHW provided you with a good will gesture of $400 towards this non-covered claim because you are a valued customer. That payment has been processed and will be mailed to you.   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 agreement does not allow me freedom of speech regarding my experience with CHW. I requested that the restrictions be removed and I have not received a revised agreement. I will not agree to the restrictions. I just want my money back.
Regards,
[redacted]

Thank you for your response, we are very sorry for the frustration with this claim.  We are not able to approve the amount that you have listed as it does exceed our maximum amount that we would offer for a covered claim. We did offer you a goodwill gesture for the unit as it is a non-covered claim per our technicians diagnosis and the pictures that we were given by him of your unit. We did ask that you sign a form because if we are to pay any money towards a claim that we feel is non-covered we feel as though you disagree with our policy therefore request that you cancel the policy with us.  I am sure that you would not want to have a policy with a company that you disagree with the terms and conditions.The pictures show the pad that the unit sits on can barely be seen. Most of it is buried under the dirt, this dirt is also as high as the grills, causing a lack of airflow on the unit this caused the compressor to over heat and fail. I do understand that you feel as though this claim is a covered claim, per our policy it is not. Please see our policy Section F. LIMITATIONS OF LIABILITY 12. 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.Since you have had the unit replaced, CHW does not pay for claims completed without prior authorization and this claim was not authorized as it is a non-covered claim. Our offer of $500.00 stands as a goodwill gesture for a non-covered claim. Respectfully,CHW

[redacted]We do apologize for your experience that you have had, our only offer that we are able to provide you with is the remainder of the funds to provide you with a full refund.  If you would like to accept our offer, please contact us at ###-###-####. Thank you,CHW

I made a mistake on this claim, I meant to say :  CHW did offer you a full reimbursement due to the emails that you sent to us, we saw how upset you were and wanted to assist.  It does go against our policy to cover failures that are caused by rust or corrosion.  This would be the reason for CHW to ask you to sign a release agreement.  If our company is going to cover a unit that normally would not be covered per the terms of our policy, we would expect the customer to be happy with this resolution. Once you sign up with our company, you are provided with an email that welcomes you to CHW and it provides you with your new policy number, you then can go online to the customer account center and place that number along with the email address you have and you would be able to see your own policy.  If you had not received the Welcome email you could have just simply gone online to our website and reviewed the policy that is there for anyone to view. Section F. Limitation of Liability #1 and #8 state that CHW does not cover failures due to rust or corrosion.  If the unit has failed due to this reason, it is not covered under our policy. We do regret that you feel that you were lied to or deceived on the contrary it is documented in our policy that we did provide to you 30 days prior to the start date of the policy.  In the first 30 days you are able to review the policy and if you disagree with the terms and conditions you are able to cancel for a full refund. Once the policy begins, we then believe that you have read the terms and conditions and agree to them.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.   When there is a promotion offered that will allow for free months, those free months are provided at the end of the paid contract term. However, although there was a refund processed for the month of December, it has been requested that the month of November also be refunded. You were charged for November as the payments begin after the sale date, not the effective date of the policy. Please call the CHW customer service team directly with any questions at ###-###-#### and a request for your refund has been placed.   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.
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 unit was low on Freon and there was a small leak in the coil.  The technician advised that he repaired the leak with a seal and added Freon to the unit.  Please understand that the technician was not given authorization to make this temporary repair.Per our policy, Section Letter C, Number 3, CHW “…will not reimburse for services performed without prior approval...”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 to reimburse $150.00 towards the non-covered claim.  You declined this offer. As a goodwill gesture, we will offer you $240.00 reimbursement to cover the cost of the Freon.  To accept this offer, please find attached release agreement. Kindly sign, notarize, and return the documents to the attention of “Consumer Advocates” and also include your policy number.  You can return the document by email, fax, or mail.  Please note faxing does take 24 hours to upload into our system.  The fax number email and mailing address are listed below.Email to: [email protected] to: ###-###-####Mail to: [redacted]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. 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 Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you agreed to have your own technician perform the leak test. Based on the leak test results, it stated that there was a leak inside the condenser unit by the coils.  The issue with the condensing coil was caused from a lack of proper routine maintenance.  The condensing coils are manufactured to withstand extreme conditions, therefore if the system is not properly and routinely maintained, it will fail.  Per our policy, Section Letter F, Number 12, CHW is not responsible “…for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance...”If you would like to further dispute this claim, you can submit your proper routine maintenance records to [email protected] for review.  If your records show that your system was properly and routinely maintained, we would adjust the outcome of the claim accordingly.  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. Upon review of your cancelled policy, it shows that you purchased your policy on 5/18/17 and after 30 days, the policy began on 6/18/17.  CHW provides our customers with 30 days to review the terms of the policy and to ensure that all items come into the policy in proper working order as it states in Section A. #3.  On 6/22/17, only 4 days after your policy began you please a claim that stated that your refrigerator stopped making ice on 6/20/17 which was 2 days after the policy began.  This claim was not covered for 2 different reasons.The first reason was that dual evaporator fan and the second fan had failed, this failure takes longer than 2 days to happen, it cannot happen within the amount of time that you had the policy; therefore making this failure pre-existing to the policy start date.The second reason, you stated that the ice maker was not working.  Please note that CHW does not cover ice-makers. Please see Section D. Coverage #4 which will show you in the exclusions.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.
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 the claims shows that the claims were handled in accordance with the policy. The claim for the dishwasher, although a non-covered claim, CHW did pay for the repairs as a goodwill. Section Letter D, Number 11 indicates that doors, hinges, handles and door gaskets aren’t covered. The diagnosis was that the door springs needed to be repaired. The claim placed online for the water heater indicated that the tank was leaking water. Section Letter D, Number 6 of the policy indicates that CHW is not responsible for repairs related to the main, holding or storage tanks of the water heater. CHW will handle those repairs that are covered under the policy.   CHW values all customers and wouldn’t want to lose customers, however, in the event you would like to cancel please reference section Letter L, Number 4 of the policy. You may call the CHW customer service team directly at ###-###-#### for assistance.     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:if my appliances if was 20 years old they where saying it is existing condition, now my A/C & other appliances are just 6 years old, now saying refer to choice home warranty F item 15 we are not responsible for repair arising from manufactures recall or defect if covered item while still under existing m/factures warranty, just they are looking for squeeze some how not to pay , in 2011 all appliances been changed do to save energy now is 5 1/2 years old 1st year full warranty labor & parts , next 5 years just parts I call M/factory Nordyne made compliant and ask the if has any recall or any defect , they say no at present time I have 2 same A/C & heating in the house other working fine, the home warranty are lacky we getting free parts , I am not agree with them they are responsible to pay labor costs and if any material the service repair is man used total amount $1200 most pay me as soon as possible ,or I will file law suit ,the company last 5 years keep calling to sell me home warranty, I look at Revdex.com information it was many compliant one day choice warrant called me say I am Sorry for the past we change our policy to get good reputation , now I see nothing change , I bought the insurance policy in case some think get break they fix it for me,          
Regards,
[redacted]

Hello,   CHW did receive the documents that were sent in to review for the claim. However, what was received was not a record of routine preventative maintenance. The documentation that was sent to CHW demonstrated that a system checkup was done. There was no documentation of the pressure readings or amperage readings that would demonstrate the levels of power from year to year on the system to determine the maintenance that was required. However, it appears that a good will gesture of $350 was presented and denied. CHW has agreed to increase the good will gesture to a final offer of $500 to assist in the repairs of your unit as this claim remains a non-covered claims. CHW values all customers and want to do what is necessary to assist. This will be documented in your claim in the event you would like to have a check mailed for the $500. Please call our customer service team at [redacted] and it will be handled.   Regards, CHW