Bass Services, Inc.

Complaint: [redacted]
I am rejecting this response because:
I discussed the problem with the plumber That CHW sent and he agrees that the problem is the water heater and the rust noted was coming from inside the heater. He said he did contact CHW as well but they are reluctant to cover the claim. I also paid another plumber who confirms the problem. 
Regards,
[redacted]

Dear [redacted],Your policy has been cancelled as of 10/3/2017.Any further issues or concerns, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST.Regards,CHW

Dear [redacted],We regret to hear your frustration and dissatisfaction with the outcome of the claim. Please understand that due to a rusted/corroded evaporator coil, tiny holes were formed – this led to the unit’s Freon leak.  As mentioned on the previous response, CHW does not cover failures caused by rust and corrosion. If you would like to further dispute this claim, please understand that you are entitled to get a second opinion at your expense.  If you choose to get a second opinion, please submit the detailed diagnosis to [email protected] for review.  If the diagnosis is different, we would adjust the outcome accordingly.  Regards,CHW

[redacted]CHW does not reimburse for the service call fee if the claim is not covered per our policy however as a goodwill gesture, we will offer you $100 towards this claim.If you accept this offer, kindly contact us at ###-###-#### and we will provide you with the form to sign, once we receive it back the authorization will be placed for the funds.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because: Just as I stated in my complaint, the system had to be taken apart in order to see the coils and the technician did not take the system apart in order to do that, and I requested the pictures and no one has sent them to me yet.  And whoever wrote that response is only going by what they were told, I was here with the technician and I know for a fact that he did not take the system apart to even see the coils and I will continue to stand on what I know happened and what did no happen.  This company is flat out avoiding the truth.
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 our web site at [redacted]Upon review of your claim, we do see that you placed a claim with us last year for your AC unit but this was not a maintenance as CHW does not provide maintenance for our customers.  We see that you placed a claim for your heating system and it was not covered due to a lack of proper routine maintenance.  Per our policy, Section F. Limitations of Liability #12 states that customers must have proper routine maintenance done on their units as specified by the manufacture specifications.  Our company provides repairs if needed to the covered items in our policy therefore the claim you placed is not a maintenance claim it was a repair.We do regret your frustration, we do however urge customers to read the policy before they sign up online as you did, this way you can view the coverage and see what the included items are as well as the excluded.Best regards,CHW

Dear Mr. [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 it was processed according to the policy.  Based on the diagnosis we received, it states that the dual cap failed and the terminals on the compressor burned out.  Due to the terminals on the compressor burning out, it caused the contactor to short out, making it a secondary failure.  Section Letter F, Number 19, of the policy states that we do not cover any failures due secondary damages.  This section of the policy also states “…We are not liable for the negligence or other conduct of the Service Provider.”  Please contact the Service Provider at Logicool Air Solutions at ###-###-#### with your concern of their repair.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: A compressor shorting to ground means that one of the electrical windings inside the compressor has broken.  This is a common normal wear and tear failure for compressors that are 15 years old. The age is just about right for this failure to happen plus in my case where the unit is used with a heat pump, the lifespan for compressor is less than 15 years because the unit runs year round.  Also, as I stated in my complaint, Mr. D[redacted] from Anthony and Son who serviced the unit has stated the compressor's failure is due to normal wear and tear.  He saw that the unit was well maintained and clean.
Regards,
[redacted]i

Complaint: [redacted]
I am rejecting this response because:
I was not offered a payment before I cancelled the policy.  I cancelled the policy because another representative called me and told me that the information previously provided was not correct and was rude to me and in fact hung up on me. I was also told that I had until February 19 to make any claims and I was told this after I cancelled the policy by still another representative.  Perhaps their representatives need to read their policies and contract documents since they obviously don't know what they are either.  I strongly urge everyone not to use this company.
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 our web site at [redacted]Upon review of your claim, it was explained to us that your water heater tank needed to be replaced due to the fact that the tank had rusted, creating a leak.  Per our policy, any failures that are from rust are not covered, Please see section F. #8 as well as F#1. Per our policy, if the tank has to be replaced, CHW would not be responsible for the replacement since we do not cover the main holding tanks.  CHW only is a holding vessel for the water, there isn’t a mechanical failure with the holding tank and the tank started to leak due to the rust which is not covered per our policy.We do regret your frustration however, CHW is in full compliance of our terms and conditions of the 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 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:
This information is false the technician or representative called while I was on the phone with CHW and I could not connect with them but immediately after the call I called them back and got no response. This happened approximately12 noon on 8/24/17. No message was left on my voicemail nor was a text even sent to me. I had not received anymore contact from either CHW or contractor until I made this complaint. On 8/25/17 I reached out to CHW wanting to speak with a supervisor. They were basically playing the blame game on contractor I told them they are as much at fault as contractor for neglecting to reach out to me letting me what is going on. The call then went dead and now contractor conveniently left me a voice message and text today. Because I am working I responded back to the technician via text and have yet to hear from him.
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/user-agreement/. A review of the claim shows that it was processed according to the policy.  Based on the diagnosis that we received, it stated that unit was dirty and the house was significantly dusty.  This failure occurred from a lack of 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.  If you would like to further dispute this claim, you may submit your proper routine maintenance records to [email protected] for review.  If the records prove that the unit was properly and routinely maintained, we would adjust the outcome accordingly.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy. Regards,CHW

Dear Mr. [redacted] J [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 our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claim, we do see that CHW did approve to cover the claim as a goodwill gesture on 2/16/16.  We are very happy that we were able to assist you with this claim and do look forward to assisting you in future claims.We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW

Complaint: [redacted]
I am rejecting this response because:  The crooked CHW has sent me a refund on contract of  only $65. This is supposedly based on the service  payment for electrical work of which they are only giving me $131.00 AFTER approving the complete work by Hiller at $334. I HAVE YET TO RECEIVE the paltry sum of $131.00 which CHW IMMEDIATELY took back from in their "repayment" of my ADVANCE payment of a contract that I only had for 3 months!!, but PAID for NINE months! SHYSters and crooks and cheats! Do NOT ever pay these jerks, turn around and run run run!
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 claim it appears that the claim was processed in accordance to the policy. The diagnosis that was received from the technician indicated that the failures you had were with both coils leaking and being rusted and corroded. This is something that is not covered under the terms of the policy as indicated in section Letter F, Numbers 1 and 8. However, a goodwill gesture payment of $150 was provided to you to assist with the non-covered claim. This was mailed to you.   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: The company stated in their response that the unit was shorted out from a breaker. THIS STATEMENT IS COMPLETELY FALSE BECAUSE MY UNIT WAS NOT WORKING AT THE TIME THE TECHNICIAN CAME TO MY HOME. He was unable to turn on the unit so he checked the breaker and claimed that the breaker was not working and that he had to replace it and come back after he receive the part. Upon his return he replaced the breaker and the unit did not come on nor was he able to get the unit working. The unit was not working upon placing the service call. I don't think the breaker was ever the problem. The technician never stated on my receipt that the unit was working and was shortened by a breaker. They are just trying to find an excuse as to why they are not going to replace or fix my unit. As far as the invoices. If you look at the document the technician name, license number, phone number and company name are listed  on the invoices and letter of service. I can go to the company and get the Freon levels, gauge readings and fan conditions. I'm for sure they are still on file. These are basic invoice proving I had maintenance on my unit since that was the argument.
Regards,
[redacted]

Dear [redacted] We regret to hear your frustration.  Please understand that your toilet had a new issue, therefore, it is required that a new claim is placed.  As a goodwill gesture, we have applied a onetime free service call fee onto your policy.  You may use this...

for your new toilet claim. Regards,CHW

Complaint: [redacted]
I am rejecting this response becausYou still have not provide me with proof of your diagnosis that the reason for the failure was only possible due to lack of maintenence  
Regards,
Keino [redacted]