Bass Services, Inc.

Complaint: [redacted]
I am rejecting this response because:I WAS NEVER ASKED TO PROVIDE PROOF OF MAINTENANCE AND NEVER RECEIVED A COPY OF THE CALL REPORT WHICH I ASKED THEIR CONTRACTOR.THE PROBLEM WAS FIXED BY ANOTHER CONTRACTOR BY REPLACING A CAPACITOR. CHOICE HOEME WARRANTY IS NOT A LEGITIBLE CO. AND SHOULD NOT BE ALLOWED TO TO DO BUSINESS ANY WHERE
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]
* Upon review of the claim it appears that the claim was handled in accordance to the policy section Letter F, Number 19 which indicates that CHW is not responsible for repairs related to secondary damages. There was a bad thermal expansion valve that caused restriction in the proper flow of Freon. This will cause the Compressor to overheat and run with excessive pressure. As a result this is not covered as it is secondary damages caused by the thermal expansion valve.   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 the claim shows that the claim has been processed according to the policy. The door latch of the unit is not working, the control panel was also “busted” and there was a plastic utensil stuck to the heating element. These are multiple failures that aren’t covered under the terms of the policy. Section Letter F, Number 8 indicates that misuse and abuse aren’t 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 [redacted].   It appears a refund in the amount of $1,449.97 was credited to the card that was on file on July 7, 2016. On July 22, 2016 you were informed that the refund had been sent and that you should contact the bank as the funds have already been released to the bank.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

[redacted]We do regret your frustration however our policy does not cover this type of failure.  Also, per our policy, we do not cover the amount that you are asking.  Our offer does stand for $300 as a goodwill gesture.If you would like to accept this final offer, kindly contact us at ###-###-####.Thank you,CHW

Dear [redacted],Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback very...

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on 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 that the ice maker bucket was pushed back and caused secondary damage to the ice maker arm.  In addition to that, it also caused secondary damage to the ice maker sensor and wire harness to both short out.Per our policy, Section Letter D, Number 3, the ice maker bucket is not covered. Per our policy, Section Letter F, Number 19, CHW is not liable for “…secondary damage”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel due to your dissatisfaction. You spoke with our Customer Solutions Specialist who explained to you are cancellation process, in which you decided to keep your 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 www.choicehomewarranty.com/useragreement. Please note, this policy is under a different name.  Please have the policy holder contact us directly with their questions or concerns at ###-###-#### Monday – Friday 8am-8pm EST, Saturday and Sunday 9am-5:30pm EST. A review of the claim shows that it was processed according to the policy. Based on the diagnosis we received, it stated that your system which holds 8lbs of Freon, was missing more than half of it; which indicated that there was a leak.  When the leak is not visible to the eye, the technician will perform a leak test.  In order for us to move forward with the claim, the leak test must be done.  This test will determine the location and reason for the leak, and in addition, the technician will provide pictures of the location of the leak, model and serial number, and the indoor and outdoor coils.  Per our policy, Section Letter D, Number 4, it states we do not cover leak tests. Our Sr. Claims Specialist advised you the outcome of the claim, in which you were not satisfied with.  As we strive to provide the best customer experience, as a goodwill gesture, we offered to cover the leak test for you.  You accepted the goodwill gesture, however, you opted to use your own technician for the leak test. The diagnosis we received from your technician stated that both condensing and evaporator units were ruptured and leaking, due to a faulty reversing valve.  Per our policy, Section Letter D, Number 5, we do not cover valves.                Our Sr. Claims Specialist advised you the outcome of the claim, in which you were not satisfied with and requested to cancel.  As we strive provide the best customer experience, our Customer Solutions Specialist offered to cover the cost of an Air Handler for you, however you disconnected the call.  If you want to accept this goodwill gesture, please contact us directly at ###-###-####, Monday-Friday 9AM to 6PM.Please understand that our policy states in Section Letter C, Number 3, that “…. We will not reimburse for services performed without prior approval.”  Any repairs on your unit have not been approved by Choice Home Warranty. We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

CHW was able to base the determination based upon the information received from our technician and your technician. The outdoor fan motor was not working properly. The burnt items still have an impact. Surges are not covered and neither is secondary damages that resulted from the surge.   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 http://www.choicehomewarranty.com/user_agreement.php .  Upon review of your policy that began on 11/14/14, we do see that you placed 2 claims with CHW and both we covered as a Goodwill gesture as a customer is not permitted to have work completed without authorization.  Also, per our policy Section G. States that you understand that if you break the contact with CHW that you will be paying the $50 administration fee along with any paid claims that we have paid for you.  We have given you the proper refund based on the policy and we have already given the credit to your credit card that you signed up with.  This credit was given to you in the amount of $665.00 on 5/26/15.I do apologize that you misunderstood our policy as we do state that you can place a claim 24 hours a day and we do have 2 days to dispatch a technician and that technician has 24 hours to contact you to schedule the appointment. Section C. SERVICE CALLS: Upon request for service, We will contact an authorized Service Provider within two (2) days during normal business hours and four (4) days on weekends and holidays. The authorized Service Provider will contact You to schedule a mutually convenient appointment during normal business hours. We will determine what repairs constitute an emergency and will make reasonable efforts to expedite emergency service. If You should request Us to perform non-emergency service outside of normal business hours, You will be responsible for payment of additional fees and/or overtime charges.4. You will pay a $60 trade service call fee (“Service Fee”) per claim or the actual cost, whichever is less. The Service Fee is for each visit by Our approved Service Provider, except as noted in Section C (5), and is payable to Our approved Service Provider at the time of each visit. The service fee applies to each call dispatched and scheduled, including but not limited to those calls wherein coverage is included, excluded, or denied. The service fee also applies in the event You fail to be present at a scheduled time, or in the event You cancel a service call at the time a service contractor is in route to your home or at your home. Failure to pay the Service Fee will result in suspension or cancellation of coverage until such time as the proper Service Fee is paid. At that time, coverage may be reinstated; however, the contract period will not be extended.We are very sorry that you were unhappy with the policy and as stated you have been refunded properly.Best 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 processed in accordance with the policy guidelines. According to section Number D, Number 5, dampers are not covered. Please refer to the terms of the agreement included in the link below or we will be happy to send you one. Please reach out to our customer service team directly at 1-888-531-5403 if you would like to have this sent.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

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 received the check for the claim yesterday.
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. Upon review of your dishwasher claim, we confirmed the diagnosis of a bad control board and a failed touch panel. We were advised that the repair of the unit exceeded the amount of the actual unit, therefore we provided you with funds for the replacement of the unit.  The amount that we provided to you is based on national wholesale pricing.  Please refer to the policy Section F #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.”We process all checks through an automated system, which may take up to 30 days to complete.  In the event of policy cancellation, any outstanding checks will not be processed, as the system will only process checks for active customers. 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, I do see that you have placed other claims with CHW besides the dishwasher claim. You are able to cancel the policy however the refund will reflect the terms stated in section L. Cancellations. You will be charged an administrative fee of $50, any claims paid by CHW will be deducted and then you will be provided a refund of the remaining months that you have.
If you would like to cancel this policy, please contact us and we will do so for you. We can cancel the check if you would like and provide you with the refund of the policy.
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]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 compressor shorted to ground.  This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor.  This failure does not constitute normal wear and tear as there are many safeguards that work to prevent these types of failures.  Per our policy, Section Letter A, Number 2, we cover failures that “Become inoperative due to normal wear and tear…”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 added a onetime free service call fee onto your 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 Upon review of your policy, we do see that a claim for your Air Conditioning System on 3/21/16 and the diagnosis was provided to CHW stating that the unit was low on Freon; it was close to being empty. The unit itself holds 14 lbs of Freon and it was missing 12 lbs of Freon which it was discovered that the plenum box coil was what was leaking.  It was also discovered that the unit’s coil was filled with dirt and debris which caused the failure of the unit. When dirt and debris lay on the face of the evaporator coil deterioration of the evaporator coil develops from a lack of proper maintenance/ this deterioration causes Freon leaks to develop This is something that is not CHW covers per our policy in Section F. Limitations of Liability #12.  Our policy states that we do not cover failures that are caused by a lack of proper routine maintenance. We did advise you to provide us with maintenance records and we would review them.  Rather than sending in anything for us to review, you chose to cancel your policy with us. We advised you that the 4 payments that you made in the amount of $46.67 would be the only payments that would be paid and no other payments would come out as of 4/5/16.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 will  except this offer.
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]

Complaint: [redacted] I am rejecting this response because: Bottom line, even per the plumber that took the time to look at the entire issue and read the warranty stated part of the damage should have been covered. As stated before, per speaking with CHW, prior to work being done, was advised of what to do, if in fact, part of it was covered and was told to send the completed invoice to a specific email address. Unfortunately companies like this exist. I have been with another home warranty company in the past where you pay a little more, maybe $10, but they really were there for the customer, standing by what they claim to cover and do the job in full, to the customers satisfaction. In my opinion, the other warranty company didn't look for loopholes, lack integrity, be anti-customer or have misleading advertisement like CHW. I gave CHW a year of my time, and with almost ALL of my claims, have been disappointed. With that being said, I am cancelling my warranty with them next month, waiting for my new warranty with another company. Regards, [redacted]

Dear [redacted], We do see that you had chosen to cancel your policy rather than to allow CHW to provide you with the unit.  We also see that you were provided a full refund of the policy.  CHW is not going to provide you with a new unit when you have received a full refund. Please check your credit card that you signed up with, the refund had been placed onto the credit card on the 28th of April. We do regret any frustration that you had. Thank you, CHW

Dear [redacted]   Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all...

feedback very seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on [redacted]   Upon review of your claim it appears that we are still working on having this resolved for you. Please call the customer service team directly at [redacted] as we have been hoping to speak with you. Your time is very valuable and we apologize for the long delays. You may also email us directly at [redacted].     We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

[redacted],We understand your frustration however our policy is, that we do not assist with claims that are covered under manufacture warranty.  We are offering to provide you with a onetime free service call fee for your policy.  This fee will be placed onto your policy and if you do need to place a claim for the future, you will have a free one waiting for you.We do regret your frustration however per our policy, Section F #15 does state that we will not cover any items that are still under manufactures warranty, the manufacture will be able to cover that claim for you.Thank you,CHW