Bass Services, Inc.

Complaint: [redacted]
I am rejecting this response Complaint: [redacted]I am rejecting this response because: Your wording in the contract is so vague you can and obviously do reject with no real basics. You are a deceitful company and I will be letting everyone I can reach know about your business practices. I cashed your check as my lawyer states it is useless to proceed with you on this matter!tt Regards,[redacted]
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The reason they rejected the claim for the first time (rust and corrosion). There was no evidence for the same. Their own technician did not know where the leak was and if there was a leak. It was assumed that since the Freon was low there was a leak. Their own technician gave the solution to replace the coil. After I requested evidence for the leak they said I can get a second opinion. When I got the second opinion and provided evidence that the condenser was damaged and locked and had to be replaced. They did not respond for over 20 days. I did not have an option, but to replace it. Before I replaced it I provided information on diagnosis from the technician and also indicated when I was moving forward to replace it. I was informed that I had a cash out option available. Which meant that I would move forward with the repairs and Choice Home warranty would reimburse the repairs. Choice home warranty has done so for at least my last 2 claims, including my dish washer and my washer. I as I was told to do the second opinion and repair. I went ahead and did it. Now they are back tracking and making excuses. Such as there is no diagnosis, when I asked what they needed. They had no answer.  But started saying that such appliances can work for 20-40 years. I have not known of any a/c system that has worked for over 15 years. But the manager said that they do. Also he was telling me how aluminum also gets corroded. If that is the case then why did the choice home warranty technician when they came to check my a/c two years ago not take all the steps to protect the a/c system. It was their own technician that had fixed it. Last time they came and just added the freon and left. I am not asking for more than what they claim to be peace of mind. There is no peace of mind when they reject a claim to replace a non working appliance which has an average lifespan by the manufacturers for 10 years has now outlived it years my six more. I am not saying that we have to replace a system, but when their own technicians are not willing to repair it and you start playing such games to reject claims we dont have an option.  My house has only one a/c unit. When it stopped working the temp in the house went up to 100 degrees. Do I wait to take care of my house and my family or wait to receive a response from you. You company and technician should have know that the house had only one system. if you truly claim to be customer friendly. Why did you not recommend what should have been done rather than ask us to get the second opinion. You could have sent your own second technician.  Why did you ask me to do so and now say you will not pay for the repair. You are contradicting your own statements. One you say the claim is rejected and then you say you offered $150 as compensation? Do you think we are beggars? The reason we buy post manufacturer warranty is before appliance has limited life. Not to hear your ridiculous excuses on why a claim is rejected. And if you reject at least provide evidence. Your own technician said they cannot find the leak and dont know if there is one or not. That is why you said get second opinion. That means that you agreed that your technician may be wrong and hence you request us to get a second opinion. When we did. You never responded to the information that was submitted. Only after I sending repeated emails that you responded. Now you are saying since I did the repair you will not consider the cash option and offer me $150 as customer compensation. That doe snot make sense. If you can get an a/c system repaired in $150 why did your technician not do it in the first place or recommend it.  The delay in your process is what has caused me $4600. I want my full compensation for the repair or the allocated cash out option. Thanks.
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]   Please accept the apologies of CHW if you haven’t received a copy of your policy. The link is included above. You may also view it online and records indicate it was sent upon purchase of the policy, in April also and another copy has been mailed on yesterday. The advertising that the age of the appliance doesn’t matter is accurate. A review of your claim shows that the diagnosis of the water heater indicates that there is internal leaking from the bottom of the unit. Section Letter D, Number 6 of the policy indicates that main, storage or holding tanks are not covered. Records indicate that you will have a second opinion done at your expense and your technician will submit the diagnosis to CHW. Your claim will then be reviewed again. Please call the CHW customer service team if you have any questions at ###-###-####.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

[redacted], If a leak detection test was done on your unit, then the Freon is taken out and since it was a non-covered claim, you would be responsible for the Freon to be replaced. However, CHW will provide you with a goodwill gesture as you stated to cancel the policy. We will send you the release agreement to provide you with the amount of $562.00 that the technician charged you for the Freon.  Again, this is not something that would be covered per the terms of the policy since the leak detection test was done, the Freon must be taken out in order to check for leaks. We will provide you with a release agreement for you to sign and upon return of that agreement a check will be issued to you and your policy will be cancelled. Thank you, CHW

Dear [redacted] We regret to hear your wishes to cancel your policy with Choice Home Warranty.  In review of our policy, you are not entitled to a refund.  Please Section Letter L of Cancellations in our policy: This is a maintenance agreement for repair, replacement, or partial...

replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.  You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for: 1. Nonpayment of contract fees; 2. Nonpayment of Service Fee, as stated in Section III; 3. Fraud or misrepresentation of facts material by You to the issuance of this contract; 4. Mutual agreement of Us and You. 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.  All cancellation requests must be submitted in writing. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy. If you have any further questions or concerns, please contact our Customer Solutions Department directly at ###-###-#### Monday-Friday 9AM to 6PM EST. Regards, CHW

Dear [redacted],In reviewing the policy, we did send you the funds to go towards a new unit due to the fact that we do not cover the actual tanks.  We were advised that the unit was cycling on and off repeatedly, the inducer motor would cycle on and off.  There was an airflow restriction in the unit that caused the unit to short cycle.  With a dirty flame sensor, air intake and or flue this will cause the unit to trap heat and cycle off and of safety.  This is not a covered claim but we are happy that we were able to provide you with the goodwill gesture of the $550.As per your request, your policy has been cancelled.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because: They did not provide information at the time of the agreement . Several hundred others have also made complaints about this c0mpany to Revdex.com  
doesn't look like I AM THE ONLY ONE WHO THINK S THEY ARE DISHONEST SM
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 your records it appears that CHW has offered to assist you in providing $700 to assist with the repairs. There is an established legal agreement that outlines the terms of 30 business days, however it was offered to make an attempt to expedite this to you. CHW will not refund monies that were not paid directly to them and paid to the contractors, as such, the offer of $700 is still available should you remain interested in having this sent to you. You may call the CHW team directly at 1-888-531-5403.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted],After reviewing the policy that you have with CHW, we do see that on every claim that you have placed, CHW has assisted you according to our policy.  This claim is not a covered claim and as a result, we are not able to provide coverage.  As a goodwill gesture we are willing to provide you with $100.00 to assist with this claim. If you would like to accept our offer, please contact us at ###-###-####.  We do regret that you disagree with the outcome of the claim however the outcome is in compliance with the terms and conditions of our policy.We look forward to hearing from you.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 you claim was approved and a payment was authorized to the technician on $75.00. Service call fees are a part of the policy and should be paid to the technician for the visit. Leak Detection Tests are non-covered in the policy in accordance with section Letter D, Number 4, in which CHW doesn’t cover leak detections tests.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted] J [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 policy we do see that you purchased your policy on 2/11/16 and you had 30 days prior to the start date of 3/11/16 to make sure that all the units in the home were in proper working order.  On 3/16/16, you placed a claim for your oven and you stated that the last time it worked was on 3/12/16.  CHW did dispatch a technician to your home and upon diagnosis of the unit we were advised that the control board and temperature sensor were not working properly.  Per our policy section A. Coverage #3 states that all units must come into the policy in proper working order.  This being one day into the policy, this unit could not have had the failure within the day you had the policy.     We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy. Regards,CHW

You are invited to submit a second opinion to be reviewed by the team. Please have your technician call CHW directly with the information that is needed. The authorizations team can take the information and have the claim reviewed. you can reach them at ###-###-####.   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 claim, it was stated that the units both were leaking and the cause of the leak was due to rust and a lack of proper routine maintenance. Per our policy, Section F. Limitations of Liability #8 and #12 state that CHW does not cover failures that are caused by either.  Even if rust is a normal part of the unit, any failures that are caused by it will not be covered.  In reference to the lack of proper routine maintenance, you are welcome to provide CHW with routine maintenance as specified by the manufacture of the system.  Please send this information over to [email protected] regards to the Freon that was added to the system, CHW did provide the technician with the funds of $170.00 which is their cost, $70 for the 2 pounds that they had advised us that they added.  Please feel free to advise the technician if they are not aware that we have authorized this as a good faith offer since you were not aware that the claim was not covered. We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

CHW has tried to have the technician’s that have come out to your home fix the unit as you had requested.  The boards that they have installed did not work properly and would not fix the unit that you currently have.  We did advise you that if the unit did not work properly after the new board was in place, that CHW would not be responsible for the repairs.  As a good faith effort to assist you with this unit, CHW offered to provide you with funds in lieu of the repair of the unit. Please see Section F. Limitations of Liability # 16. 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 assisted you on previous claims and we do look forward to assisting you on future claims as well.  We are following the guidelines of our policy as stated.  CHW is in full compliance of the terms and conditions of our policy.Regards,CHW

Dear [redacted],We regret to hear your frustration and apologize for any inconveniences this may have caused you.  Please be advised that a check# 456244 in the amount of $225.00 was mailed out 1/9/18; please allow 7-10 business days for delivery via USPS.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 that you placed o 10/8/15, we see that the air conditioning system was not a covered claim due to a lack of proper routine maintenance. We received photos from the technician showing that the unit had a dirty blower motor which caused the unit to fail. Per our policy, Section F. Limitations of Liability #12 states that CHW does not cover failures that are cause by a lack of proper routine maintenance as specified by the manufacture.We received what you stated to be your maintenance records however they were not maintenance records, they were records of repairs. The difference with a repair and maintenance is that a record of a repair is when something breaks and the customer has to contact the technician but a record of maintenance would be a check list of things that the technician does to a unit to properly maintain the levels, cleanliness; overall preventive actions for failure.On 10/20/15, we did offer to assist you with a goodwill gesture of $150 towards the repair or replacement of the unit but we were declined in our offer.  Instead of accepting our goodwill gesture you chose to cancel the policy with us.  We agreed to the cancellation and the policy was cancelled.On 10/26/15, you contacted us to dispute the outcome of the claim again and at that point, we advised you that the claim would remain not covered and there would not be anything we could do since you cancelled the policy.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy. Regards,CHW

Dear Mr. [redacted],
We do understand your frustration however CHW has to follow the terms of our policy and in this situation, this would be considered secondary damages.
Since you disagree with the terms of our policy, we are offering to provide you with a refund of the policy and subtract what we have paid. We are offering to provide you with a refund of $310.00.
If you would like to accept this offer, kindly contact us at ###-###-#### and one of our Managers will send you an agreement to sign in order for our billing department to process the refund to you.
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 for your refrigerator claim, it stated that the compressor was not cooling due to the system being out of Freon.  Your refrigerator being out of Freon indicates that there is a leak in the system.  Per our policy, Section Letter D, Number 3, CHW does not cover “…Leaks of any kind…”Based on the diagnosis that we received for your air conditioning claim, it stated that blower motor failed and needed to be replaced.  CHW covered this claim.   We received a call from you stating that the system still was not working and that the technician had been back out to your home.  Based on the second diagnosis we received, it stated that the system was empty 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 did not agree and in turn, requested to cancel your policy. Per your request, CHW has cancelled your policy as of May 30, 2017.  Please note, that you are not entitled to a refund, per our policy Section Letter L of Cancellations:This is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.  You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:1. Nonpayment of contract fees;2. Nonpayment of Service Fee, as stated in Section III;3. Fraud or misrepresentation of facts material by You to the issuance of this contract;4. Mutual agreement of Us and You. 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.  All cancellation requests must be submitted in writing.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. We regret to hear your frustration.   Please note that your claim is currently under review and we have placed a request to have the outcome expedited.  Once the outcome is received, we will reach to you immediately.  Please note, that our managers return phone calls in the order that it was received, therefore, we apologize for the delay.  A manager did give you a call on June 27, 2017 at 12:21pm and left a message to return the call.  We appreciate your patience, and have added a one-time free service call fee to your 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 there was rust/corrosion found on the evaporator coil that caused the coil to form holes which led to the Freon leak.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 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