Bass Services, Inc.

Complaint: [redacted]
I am rejecting this response because:This is a canned response everyone gets. I've called air cond places and they say the level of maintenance as described in their response is way and above normal maintenance practices. If I were to employ someone to do as described it would be well over 150 dollars to perform. I've been told there is NO way to clean a coil without removing it. That a cost no one would bear. If that it a requirement for the policy to be in force then it is a Catch 22 that no one will ever be able to collect on. I can present my maintenance records for the work I performed but only feel it will not be accepted. Too many negatives about this company. Word of mouth the best advertising. I will not be renewing unless this resolved beyond the typical response given here. 
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 for the delay in the handling of your claim. The claim was placed online on 12/10/16 at 10:45am. The claim was assigned to Engineered Climate Solutions on the same day. An automated voice message and email were sent to provide you with the contact information to reach them in order to determine a mutually agreed upon time for them to come to diagnose the problem. Their telephone number is ###-###-####. Please call them or reach out to CHW customer service team directly if they aren’t able to accommodate you at ###-###-####.     We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted] Our records indicate that your refund was credited back onto your credit card that we had on file, on 10/9/17 at 7:14pm.  Please allow 7-10 business days for the funds to be available in your account.Regards,CHW

Complaint: [redacted]
I am rejecting this response because: I would like to see the invoice please. As I am 100% sure that the technician never came on March 14th. If it would have been completed then why would I keep calling extreme appliances. And please explain why in the world I was keep getting a response from extreme appliance for 3 weeks that they have ordered a part. They never told me to clean the burner. why they did not tell me at the first place to clean the burner. for straight 3 weeks they kept me with their false statements that they have ordered a part. Please send some one to have a look if it has been done or not. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Obviously my "Last used " date was my error!!!  October 2016 was the last maintenance date.  The AC was in use all of March and April and up until I put in the claim in May.  The unit is 21 years old and that is why it froze up--nothing else.
Regards,
[redacted]

[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.  I never truly expected them to do anything else and have already gotten a new dishwasher though another vendor. I just wanted someone else to know of their crooked practices.
Regards,
[redacted]

Dear [redacted]We regret to hear your frustration.  Please submit your paid invoice to [email protected] for review.  Once we have reviewed your invoice, we will contact you with an update.Regards,CHW

Complaint: [redacted]
I am rejecting this response because:
We were not told that we had a leak in January.  We were not told there was a leak until 6/2016. Please explain to me how you can infer that the leak was before April 8, 2016. Units get low on freon from time to time. This does NOT necessarily mean there is a leak. We were told the failure is due to the age of the unit. We are requesting a full refund of the 400.00 and we will choose a much better company to go with. We were told that Choice Home Warranty has never been know to answer to their warranties by the company who Choice Home Warranty sent out to look at the unit. We are not asking for a replacement, we just want our hard earned 400.00 dollars back or we will be seeking a lawyer. 
Regards,
[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 claim for your AC unit that you placed on 5/13/15; you stated that this was the first time in the season that you had turned on the unit and it would not blow out cold air.  Our records show that the unit had rust, was out of Freon and the compressor stopped working.  This is a non-covered claim due to the fact that our customers are responsible for the maintenance of their units.  If you had had the unit properly maintained, upon a routine maintenance check, these things would have been caught.  Also, the leak that the unit had was caused by rust or corrosion.  Per our policy, CHW does not cover any item that fails due to rust or corrosion.Please see Section F.  Section F.  LIMITATIONS OF LIABILITY1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.8. We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure.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. We do appreciate your feedback as it will help us improve our company to benefit our customers.Best regards,CHW

Dear [redacted]CHW has provided you with the amount of $180.00 that you accepted on 8/11/15 and that we did mail out to you for the unit.  Once we provided you the amount and you had accepted, you contacted us back and requested more funds.  We do understand your frustration however, your policy has been cancelled and we cannot provide funds for a policy that is no longer in effect.  On 10/5/15, you requested for CHW to provide you with more money and if we were not able to do so then you advised you wanted to cancel.  We explained to you that per our policy Section F. Limitations of Liability #16 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.CHW is following our policy, we do regret your frustration however we are in full compliance with the terms and conditions of the policy. Best 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. In review of the water heater claim, the check in the amount of $425 was processed and has been confirmed with our Billing Director that the check will be mailed out no later than June 6, 2017.A review of the air conditioning claim shows that it was processed according to the policy.  This was a covered claim.  Based on the diagnosis that we received, it stated that the compressor failed and needed to be replaced.Our Sr. Claims Specialist advised you about the outcome of the claim in which we stated that we would cover the cost for a new compressor in the amount of $300 and the labor in the amount of $250.  Please note that based on the recommendation of the technician, the entire system needs to be replaced.  We advised you that you could purchase a system at a discounted rate through CHW, which would be $1,350 – please note the cost a new system outside of CHW discount is well over $3,000.  In addition to that, $2,000 for the technician to install.  Please understand that diagnosis stated that the compressor was the failure, therefore, CHW has offered you funds in the amount of $550 (the cost of part and labor).  The outcome of this claim stands. To accept these funds, kindly contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm EST.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 CHW does not cover failures that are a result of rust or corrosion.  The leak test that was done showed that there was a leak and it was caused by rust or corrosion which is something that CHW does not cover per Section F. Limitations of Liability #1.Again, we do regret your frustration however CHW is in full compliance with 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 [redacted]   A review of your policy shows that the claim was handled according to the policy. The diagnosis that was received from CHW was that there were multiple failures that were a result of severe rust and corrosion. Section Letter F, Numbers 1 and 8 of the policy indicate that CHW is not responsible for repairs related to rust and corrosion. As a goodwill gesture, CHW did offer to provide you with a goodwill gesture of $200 to assist with the non-covered repairs and it was declined. This offer is still available to assist with the claim, however, the claim is not covered. If you have any questions, please call the CHW customer service team directly at ###-###-####.     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

I am rejecting Choice Home Warranty's response because they are indicating that the crack in my iron cast stack was a result of freezing and/or improper installation. Once again, the authorized professional plumber that Choice Home Warranty sent to my home had already indicated to me as well as the representative that he spoke to through Choice Home Warranty that the crack was due to normal wear and tear. The pictures that the plumber had taken and sent to the company also depicted installation.I still want a response in regards to Choice Home Warranty sending me verification/documentation that I still have the allotted $500.00.It is truly unfortunate that I already paid the $375.00 for the year to have Choice as my Home Warranty. I will be taking my business elsewhere, once my contract ends.

[redacted] J [redacted], Thank you for the feedback, we have advised our IT department about the issue and hope to resolve this quickly for you.We do regret any frustration that this has caused. Thank you,CHW

[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 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 condensing coil was leaking which was caused by 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...”  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 $160 towards the repair.  You accepted this offer. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.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.