Bass Services, Inc.

Complaint: [redacted]
I am rejecting this response because:i refuse to keep going back and forth with this company. Yes I agreed to unit being installed ecausei wasn't aware of the difference between units. After unit was installed and heard how loud it wasi informed all parties involved that it wasn't what I wanted and not comparable to what we had. Nothing was done by Choice Home Warranty or contractor tocorrect the problem or even try to satisfy customer.I will never use this company or [redacted] again and thecustomer service provided was horrible by both parties.I want this advertised by the  Revdex.com andalso noted that no resolution was reached. 
Regards,
[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 our web site at [redacted] All of our information was sent to you upon your start date as well. You did receive a hard copy and an email with the policy’s terms and conditions.Upon review of your claim for  your Air Conditioning System, CHW dispatched [redacted] to your home to diagnose the unit.  It was stated that the unit had an internal failure due to a lack of proper maintenance.  We brought this to your attention and you stated that you had records showing that the unit had been maintained.  We did receive what you stated was maintenance records and we advised you that these were not records of maintenance; there is no serial number, no model number and the name of the company did not exist. ([redacted]).  The last email that you sent to us was of our policy showing that AC’s are covered as long as entered in our policy in working order.  This is correct but we also state in 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.You are welcome to provide a second opinion as explained to you on 8/27/15.  The technician would have to call our authorization team with the diagnosis of the claim and we would place it for review.You are responsible to have routine maintenance as specified by the manufacture.  This is something that you had not done therefore your claim was not able to be covered by our policy.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us.  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 policy, we do see that it has been cancelled and that the claim was not a covered claim.  Per our policy, Section F. Limitations of Liability #12 states that all units must be properly maintained per the manufactures specifications. We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Thank you,[redacted]

Dear [redacted],
Due to the failure of this unit being cause be an overload and therefore breaking the balancing ring, we are offering to provide you with the funds towards the cost of the part and labor. This is stated in our policy in Section F. Limitations of Liability #9
“We will offer cash payment in the amount of the average cost between parts and labor of the covered repair”
This claim was not covered per Section F. #8 which states misuse and abuse however; we did offer goodwill for you on the first response in the amount of half of the repair and labor.
We are willing to provide you with the cost of the repair in the amount of $275.00
If you accept this offer, please kindly contact us and we will send you a release form since it is a non-covered claim we would have to have a signed release.
If you do not wish to accept this offer, you are more than welcome to have a second opinion at your own cost and provide it to us.
We do regret any frustration that this has caused.
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 rusted and corroded evaporator coil caused the system leak out 3lbs-4lbs of Freon.  The rust and corrosion created holes in the evaporator coil, causing the system to leak out Freon. Per our policy Section Letter F, Number 1 states that we do not cover “…malfunction or improper operation due to rust or corrosion of all systems and appliances…” At this time, the outcome of the claim stands. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted]
We are happy to hear that the tech is coming back to assist, in our system we do show that there are two claims for the garage door opener. Please be advised that one that is open we did receive a call back from the technician and the diagnosis stated that the unit is working however the remote, transmitting device is not. Per our policy, Section D. #15, this would not be something that CHW covers.
Kindly contact us at ###-###-#### and we can explain more to you in reference to this claim.
Thank you,
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. Upon review of your policy, we do see that CHW has assisted you in $202.00 of authorized claims.  We do see that claim that you submitted to us for your washing machine and the diagnosis stated that the knobs were broken and the unit was not too clean.  According to the complaint and the notations you stated that the claim was entered incorrectly and that the technician did not do anything about the leak that you stated you had.Once the technician was at your home, if he was not addressing the issue, you should have contacted us right away to advise us.  You could have emailed or called, this way we could have asked the technician to please look at that other issue that you stated there was.  According to the technician he did look at the unit and at that time it was not leaking.  We advised you on 4/6/16 that this claim was not covered per the policy with the knobs.  It was not for over a month on 5/16/16 that you contacted us back asking about the leak.  We had already advised you that the claim was closed more than a month prior.  If you had a second claim for a noisy or leaking washer, you should have just placed a second claim for that unit. We do not cover for mold, mildew or noise but we can have the technician come and look at the leak. Since you requested to cancel your policy, we are not able to provide you with a full refund due to the fact that CHW has paid out on your policy.  However, we are willing to assist you with the refund since you would not have a refund at this time. You paid $375 for the policy , we are willing to provide you with a refund of the total amount paid minus what we have paid $202.00. Your refund would be $173.00. If you accept, please contact us and please referenceWe do thank you for the information with the technician, we will have our Territory Manager speak with [redacted].  We do regret if anyone was rude to you, we don’t condone that type of behavior.We do regret your frustration however with the diagnosis that was provided to us, CHW is in full compliance of our policy.Regards,CHW

Dear Mr. [redacted]There is an administrative fee of $50.00 if you cancel the policy, due to the fact that you are a monthly customer you are paying month to month and can cancel at any time.  However, since you are monthly, you are not entitled to a refund of any amount regardless if you used the policy or not.  We ask that you review section L. Cancellations.A yearly policy holder pays for the policy in full where as you did not, you used the policy again on a month to month basis and once you cancelled, you were not charged anymore fee's. We did send you a cancellation letter to show that your policy has been cancelled per your request and you no longer have a policy with CHW. You paid $37.50 for 3 months, the first month is deducted at the time that you sign up. The cancellation has been done correctly however as a good faith gesture, we are willing to provide you with a refund back to your credit card for one payment of the $37.50. Please allow 10-15 business days to see this in your statement. Thank  you,CHW

I am rejecting this response because:I had to prove I had regular maintenance on them it took months of fighting and I was told when I bought all of my policy's for several of my houses that the Ac was covered and you would replace it. That did not happen. You settled with me for 1500.00 out of the 3,900.00 I paid out of pocket. We also called 3 different times trying to get someone out to service it. I had to call around and find a AC company that would come out. Most said they would not work with home warranties.The second house we used your guy and the compressor was DEAD as he called it. He called it in to you and said they do not make that AC anymore and it would have to be changed out because of they type of Freon it used and you can't change one unit without doing the other unit. This is according to your book. It would not be warranty if you mixed and matched units. He spoke with your people and was told it had to be replaced. I said if it's broke than it has to be replaced. So AGAIN you said I have not had it serviced and that it was not covered so again I scanned all my service records and sent them. Then you said you could not read them. Weeks go by and I hear nothing. I call again and you said you didn't get them. I emailed them again and them put them in the mail to you. So you should have several copies of all the service I have had on them. Then after months of arguing with each of your people that answer the phone and put you on hold forever you come back and say it was never approved.  So now that is your newest argument. That the guy never got approval for it. You called him. It was broke. He fixed and you refuse to pay again. I have asked for my 4,000 that I have paid to your company to be reimbursed. The pain and suffering and time spent trying to handle my claims and me paying for them and not getting reimbursed as your company claims is a lie. You defraud people out of there money. Please just give me my money back!!
Regards,

Dear [redacted] [redacted],We regret to hear your frustration.  Please be advised that we received a Chargeback Dispute back on 9/7/2016.  In order for CHW to move forward, please contact your bank or retrieve your bank statement showing that the dispute case was settled and your bank...

returned your funds to CHW.  Regards,CHW

Dear [redacted],Our policy states that all units are to be in proper working order on the start date of the policy. We do not do a home inspection; we trust that the customer will make sure that all the units are checked before entering the policy.  If you had your unit maintained prior to the start date, this failure would not have happened.Our policy does state this exact verbiage.  We do regret your frustration however CHW is in full compliance of the terms and conditions of our policy.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 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 requested to cancel due to your dissatisfaction.  We strive to provide the best customer experience, therefore, per your request, CHW has dispatched another technician for a second opinion.  You agreed to pay the service call fee.  Please contact [redacted]r at ###-###-#### to schedule your appointment. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted] [redacted],We do apologize for the inconvenience this may have caused you.  We have contacted our IT department to remove your information from our do not call or email list.  Please allow one week your information to process. If you continue to receive solicitations,...

please forward the email to us at [email protected], so we could revisit the issue. 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 to the policy Section Letter F, Numbers 1 and 8. CHW is not responsible for repairs 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

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,
The only reason why I did go through the Revdex.com is only because of the rudeness of your costumer representative. If it wasn't for her I should have not gone this route. Thank you for looking into her

Dear [redacted]We regret to hear your frustration and dissatisfaction with CHW.  Please note that your policy has been cancelled as of August 7, 2017 and your refund of $37.50 has been credited back to your credit card.Regards,CHW

Dear Dinesh [redacted],We do regret that you are upset and frustrated with this claim and the issue however the amount that we have offered to you was not to cover the claim as you stated; but as a goodwill gesture for the payment that you would make to the technician for the cost of the repair.Due to the fact that we do not have any other diagnosis and the policy has expired, we are not able to receive a second opinion.  We have to go off of what we had received from the technician that went to the home and provided us with the information.  If the part is rusted and that is where the leak is, even if it is normal rust that is something that our policy does not cover. Please review Section F. #1 as well as #8 that will advise you that our policy for this home warranty does not cover failures due to rust or corrosion. Please also note that CHW is not an insurance company and we do state this in our policy under section A. Coverage as well as in Section L cancellations. We are offering you $100 to help with the assistance for the claim and the service call fee is not a deposit for the work to be done, it is a service call fee that is paid to any technician that is dispatched to your home for a claim.  This charge is for the technician to provide us with a diagnosis of the claim.  It is stated in the policy in Section C. Service calls that you are to pay this directly to the technician; CHW does pay the remainder of the service call fee as well as the trip charge.  Also, please note that you do not have to use this technician since the claim was not covered by our company and you do not have a policy with us any longer, you can use the $100 towards any technician of your choosing. If you would like to accept our good faith offer, we will be happy to send the check directly to you.We have documented your expired policy with the offer that we have made and if you chose to accept it, please contact us.We appreciate your feedback and thank you for your response.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, We are Requesting ALL Monies Paid to CHW Due to Fraud.  This Rip Off Company is not Qualified to Offer Us The Services Advertised During Their Solicitation.  ALL of Our Appliances are STAINLESS Steel G E Profile.
[redacted]

Complaint: [redacted]
I am rejecting this response because:I have now had three additional repairmen look at my unit. Everyone said the unit got heated because something was wrong first. The heat was secondary to what was broken. Secondly my contract does not say overheating in the exclusions. I understand this company has numerous complaints because they find some obscure loophole or excuse not to pay. If my repair had been something simple they would have done it no questions asked but because I need a whole new unit they find a reason not to pay. 
Regards,
[redacted]