Bass Services, Inc.

[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]

Complaint:...

[redacted]
I am rejecting this response because: You have subcontracted the third party marketing companies that are distributing spam under spoofed email address. They would not send me the advertisements branded with your company if they would not be compensated by you or your affiliates.  Please we ensure that these sub-contractors remove my name from their databases and stop spamming me. 
Regards,
[redacted]

Dear [redacted] and [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 out of 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 were not satisfied.  We strive to provide the best customer experience, therefore we offered to pay $100 towards your leak test.  You accepted this offer. Based on the leak test, it stated that the condensing coils and fins were dirty and clogged up.  This is what caused the unit to lose air flow and restrict the unit.  This failure occurred from a lack of proper routine maintenance.  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 dispute this claim, you can submit your maintenance records to [email protected] for review.  If the review proves that the system was routinely and properly 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 [redacted].   Upon review of your claim it appears that it was processed in accordance to the policy and not covered due to lack of proper routine maintenance as outlined in section Letter F, Number 12 in the policy. It is stated 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. The documents that were sent to CHW doesn’t show proper routine maintenance was performed on the unit.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

CHW claiming that the tech who was assigned to fix the unit, stated that the fault was due to lack of maitenance and that's a FALSE statement (CHW) keep changing about who told them that!!I called that tech and he confirmed that he did not say that and what he told CHW that the unit failure was due to age! When I called (many times) CHW, I requested to put him on the line in 3 way call to set the records, straight but they declined!!The leaking part is a coil and if you ask anyone in this industry (A/C) will tell you that NO maintenance method will prevent this leak from happening and I'm qualified and talking from experience because I have a Bachelor degree in mechanical engineering and I worked in many Air conditioning projects!The bottom line is that CHW is just pushing the point that I don't have a maintenance record just to escape their responsibility of fixing the unit and that's totally unacceptable. They should honor their end of the bargain as I do!

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

Complaint: [redacted]
I am rejecting this response because:After several letters to your claims dept., I have become frustrated with different request. This request was the [redacted]t of three that I have responded to , including the pictures of the unit that was replaced and the serial numbers of that unit. Again, I have submitted several letters supporting my claim, but your standard answer was that your "policy" does not allow you to reimburse any thing that was not "pre-approved" but again not considering the situation that I have to act on because YOU COULD NOT GET A CONTRACTOR TO CALL BECAUSE EVERYBODY WAS BUSY. Do you want us to suffer the heat that can affect our health?. I told you that we are seniors and we can tolerate excessiver heat. That is the Reason why we have to act when your company can't find help for us. I am attaching copies of two letters on two different dates. This happened in June , by the way, and you sare still asking for details that I have provided you. 
 [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 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],   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 needed to have more than one item cared for. The policy indicates that there is a Service Call Fee for each claim. Based on your request, you would like to have your policy canceled and all monies refunded. In order for us to meet your needs and handle your request, please call our customer service team directly to understand the guidelines relating to a Release Agreement. We look forward to speaking with you, please call us at [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 [redacted]   A review of the claim shows that CHW did process the claim properly. It is unfortunate that you experienced this issue with the technician that was dispatched. Section Letter F, Number 19 of the policy states, “You agree that 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”. At this time, you no longer have an active policy with CHW. There is nothing that can be done to assist you. CHW hires licensed technicians, however, I will send the information directly to the Vendor Relations team to address.   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]   The claim that was placed on 9/9/16 is a non-covered claim in accordance with the policy section Letter D, Number 8 which indicates that fixtures and faucets are not covered. The diagnosis that was received from the technician was that hand held sprayer hose is not working on the Delta fixture. Please accept the apologies of CHW if you feel as though the technician didn’t meet your needs. Section Letter F, Number 19 of the policy states, “You agree that 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”. CHW uses qualified technicians to diagnose the problems experienced by customers. At this time, as a valued customer, CHW has provided you with one free service call that has been added to your account. Please call the customer service team directly at ###-###-#### if you have any questions.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted] Once again we apologize for the inconvenience this may have caused you.  As previously advised by our Sr. Claims Specialist, we have applied a onetime free service call fee onto your policy.  This can be used on 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 [redacted]   A review of the claim that was placed shows the claim was processed properly. The claim was partially covered. The PCV re-piping was covered. However, the multiport valve and electrical whip weren’t covered. Customers do not speak directly with the authorizations team at CHW. Technicians are able to speak directly with the authorizations team as they are trained to be able to speak with the technician to confirm the diagnosis that is reported. You indicated during your conversation that you would be obtaining a second opinion. This is something that can be done at your expense and that technician can call CHW directly to speak with the authorizations department to allow the claim to be reviewed.   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, we do see that the unit was not covered due to a lack of proper routine maintenance. We did receive an email that you had requested for CHW to stop charging you, and to cancel the policy.  We are going to do so and you will receive the refund of one month back onto the credit card that you had on file.  However, in regards to the claim, we are not able to provide the coverage due to outcome of the claim. 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:  Thank you for your response, however I’m at a loss to understand how it is that you offer me $250.00 along with a onetime free service call ($45.00) when my outlay has been over $13,000.00.  When I purchased my CHW contract I was assured that my air con would be covered, giving me peace of mind.  I was assured that I would not pay for repairs or replacement of other items in my home, that CHW would either repair or replace them as follows.  Clothes dryer, clothes washer, kitchen refrigeration, air conditioning/cooler, heating system , water heater, electrical system, plumbing system/stoppage, built in microwave, over/range/cooktop, dishwasher, garbage disposal, ceiling and exhaust fans, duckwork, garage door opener, I purchased optional coverage for pool. Along with excluded items listed.  I feel the sales pitch was deceptive on the part of CHW.  As you know age is one of the most important factors with air conditioners and my air con was in working condition when I purchased my CHW contract.   I spend a very long time with the sales person who actually made me feel so secure that I purchased a long term contract with the ability to renew at the same cost.  I feel that I should have been advised that CHW would not cover “rust or corrosion” that CHW would not replace or repair my air con.  I have read and reread my contract that you sent me and no where do I see the words “rust or corrosion”.  I want to make it clear, our service person (original installer) tried to explain to your phone service that the air con had not stopped working due to rust and corrosion, there was a freon leak which was not maintenance related. I feel that CHW has misled me and took advantage of me (age and disability) in assuring me, giving me peace of mind on the coverage my home.  I do not feel that it is in my best interest to accept your offer of $250.00 and one free service call.  I feel that CHW should at least attempt to make a reasonable offer based on the fact that the sales person was misleading or unwilling to explain the actual coverage CHW offered, in fact I was reassured that CHW would repair or replace my items.   I request that CHW kindly reconsider meeting me half way by presenting a more reasonable offer.  Sincerely, [redacted] 
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

[redacted] ,We do understand the reasoning behind your answer however the answer that you provided to us and the reasoning is exactly what pre-exiting issues are.  You turned the unit on for the first time in May, you did not check the unit prior to signing up with the company.  Our policy states that all units must enter the policy in proper working order.  CHW does not require an inspection because we trust our customers to enter the policy without any known or unknown pre-existing conditions as stated in Section F. Limitations of Liability #1.Had you had the unit checked prior to the purchase date, you would have been informed that the unit needed to be repaired prior to signing up with us.We do regret your frustration and as we stated in our prior response, we are willing to provide you back with a full refund of the policy.  If you would like to accept this offer of the full refund, please contact our customer service department.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 policy it appears that we are awaiting information to be able to provide coverage as a goodwill. In accordance with the terms of the policy, section Letter A, number 3, the policy doesn’t cover any known of unknown preexisting conditions. However, in an attempt to provide continued great customer service, we are offering a goodwill payment. Please call our customer service team 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],CHW does not cover failures that are caused by an improper installation or an improper repair. Since you clearly disagree with the outcome of this claim, you are more than welcome to provide us with a second opinion. Please have the technician contact us at ###-###-#### and we will be happy to review the new information. 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 our web site at [redacted].
We do see that there was a claim placed for a claim was placed for both of your AC Systems, and they had failed due to a leak that was caused by rust and corrosion. Please review the policy Section F. Limitations of Liability #1 that states that CHW does not cover any failures that are caused by rust or corrosion.
As per the cancellation of your policy, please see Section L. Cancellations. It does state that you would receive a pro-rated refund. You would be charged for the months that you had used as well as the claims that CHW paid for this policy (paid claims are $442.84. There is an administrative fee of $50 as well.
We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy.
Regards,
CHW