Bass Services, Inc.

Complaint: [redacted]
I am rejecting this response because:
They have offered full refund with the condition I sign a release.  I have attached the email response:
Regards,
[redacted], I am very uncomfortable with this release, I am seeking legal advise on how to proceed.  I had a very reputable company come out to inspect my  air and the work your technician completed.  As the same thing your technician told me, age was the cause of the compressor not 'NO MAINTENANCE ', as your company claims.  As I have noticed on prior complaints this seems to be your standard practice.  I obtained this warranty due to old furnace and a/c and was so misled.  The 1rst year was fine because I had no claims, not the same this time, which was my first claim, so the way I see this you have caused much distress in my life and have MADE money off of me. I will contact you or my attorney will with my decision .[redacted]Sent from my iPhoneOn Jul 6, 2016, at 3:43 PM, [redacted] <[redacted]> wrote: Please find attached release agreement that you had spoken to our Manager about.  Kindly sign, notarize, and return the document to my attention.  You can return the document by email, fax, or mail.  Please note faxing does take 24 hours to upload into our system.  Fax number listed below. If you have any questions or concerns in regards to this agreement, please contact the Manager that you spoke with. Best regards, [redacted]Choice Home WarrantyConsumer AdvocateOffice of the President[redacted]
[redacted]  **  [redacted]Fax:[redacted] <[redacted].pdf>

Dear CHW,In your response to my complaint  you avoided the main topic which was that I WAS LIED TO BY YOUR SALES PERSON.The fact is,  there is usually a lie or a catch when dealing with your company.In your letter you mentioned section  "L"  CANCELLATION.       YOUR copy states that I may cancel within the first 30 days from the order date and that you would refund the contract fee minus $50.00.Under my agreement  copy it states that I have 10 days to look it over from the order date and if I want to cancel it will cost me 5% admin. fee which in my case would have been $90.00Either way, if your sales people lie, like they do, the customer gets screwed. What a scam !By the way, if you check your records you'll also find that my order date was 6/2/15 and it came in the mail on 6/17/15.   When I received it, my look over time was already over.I wouldn't have bought the 6 year agreement if your SALES PERSON didn't LIE TO ME.So, tell me ( IF YOUR SALES PERSON DIDN'T LIE TO ME ) and I only took it for a 1 year term.How much would it have cost me if I had it for the full year. [redacted]

Dear [redacted],We regret to hear your frustration, however, we have already reviewed the second opinion diagnosis and stand by the outcome as not covered due to the failure not being normal wear and tear.  We are still willing to offer the funds in amount of $150 to assist you as well as one free service call for your next claim.  To accept this offer, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30 pmRegards,CHW

I don't know What their policies,  when I signed contract with CHW salesman said all will be included and you will have good life without spending any money as you have contracted with CHW. Why salesman lying to selling their policies. They did not offer any goodwill so how do I accept? I have called tons of time and all the time they were saying we will call you within 24 hours and provide solutions but I never get any call from  them.Now that issues became health issues too. I have spent lot of money in replacing water heater,  doctor checkups,  tests,  medicines,  antibiotics and others because of the CHW only. Plus I have paid $1700+ for coverage till 6 year.I am planning to do lawsuit against CHW in near future if this case does not get  resolved.I'm requesting Revdex.com to get at least $1000 so that everyone's life become easy without falling into legal way. Hate CHW this time....Please reopen the case as I'm requesting you from my heart.

Complaint: [redacted]
I am rejecting this response because:
I sent them proof of repairs but I got no reply from CHW. The letter was mailed on Oct. 2, 2016 with all the info.  There was no negligence on the technicion's part.  I watched him. The part was old.  CHW should pay for both parts or at least the PUMP, or otherwise I will go on line, and inform the Revdex.com in all the states they do business on how bad they are and don't pay for parts that they should. 
Regards,
[redacted]

I am not satisfied nor happy with Choice Home Warranty decision not to honor my claim.  I have been calling them to talk, only to get hung up on each time...although I am still paying them a monthly fee.  My air conditioner has been fixed and serviced.  The cost was $1100 plus.  The warranty must be honored.  The warranty was effective on May 26, 2015.  I have proof my air condition was working properly prior to that date.  I had out of town company that stayed at my home during that period of time up to that date.  This happened the morning they left.  The motor broke.  Bottom line, the warranty must be honored.

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 aggressive marketing attempts. The Marketing manager has been made aware of this circumstance and your information will be promptly removed from the database.   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. In review of your policy, you purchased our Total Plan Coverage on June 6, 2017, which became effective on July 6, 2017.  Our policy states in Section B of Coverage Period “Coverage starts 30 days after acceptance of application…”A review of the claim shows that it was processed according to the policy.  You placed a claim on July 9, 2017 stating the last time your dryer worked was July 6, 2017  Based on the diagnosis that we received, it stated that the part of drum failed and needed to be replaced.  This failure could not occur during the short lifespan of the policy.  Per our policy, Section Letter F, Number 1, CHW is not responsible for any known or unknown pre-existing conditions.  Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel your policy due to your dissatisfaction.  As of July 15, 2017 CHW has cancelled your policy.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

[redacted],Please review our policy, Section F. Limitations or Liability and you will see all the wording that states that CHW can provide you with funds in lieu of repair, as stated in #16, or CHW can provide you with funds for a part that is no longer available, this is #9. In reference to cancellation of the policy, please review Section L. Cancellations and you will see that any amount that CHW has paid for the policy, you would then provide back to us plus an administrative fee.Your policy was purchased in the amount of $588.00 however CHW paid $1482.25 in authorized claims; therefore you would not receive a refund on this policy. 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 [redacted]   A review of the claim shows that there was an initial issue with CHW obtaining a diagnosis for the unit. Once the information was received, the claim was not covered because the issue was with the motor on the system. The motor failed and this was caused from the unit overworking and overheating. This is a result of a lack of proper routine maintenance, which in accordance to the policy section Letter F, Number 12, is not covered. CHW doesn’t want to lose any valued customers, however, if you would like to cancel, please call the customer service team directly at ###-###-####. A request to call you has also been placed with the cancellation team.     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 our web site at [redacted]Upon review of your policy that began on 2/10/16, you placed a claim for your heating system and CHW dispatched a technician to your home. Upon diagnosis it was explained to us that the TSTAT was found to be faulty and needed to be replaced.  We were advised that the TSTAT could not have failed within the day of having the policy; this would be something that takes time to fail. Per our policy Section A. #3 states that all units must enter the policy in proper working order.  It also states in Section F. Limitations of Liability #1 that CHW does not cover failures that are known or unknown pre-existing to the policy’s start date.We do apologize if you felt that we were saying that your inspection was incorrect what we were trying to explain was that an inspection report just shows if a unit turns on or off at that point in time, it doesn’t show levels of Freon or any other maintenance related things that would have been able to prevent this from happening.We do see that you have chosen to cancel with us and we do see that we provided you with a full refund, we regret your frustration however; CHW is in full compliance with our policy.Best regards,CHW

We regret your frustration, however, CHW did pay for the portion of the claim that was covered. As a goodwill gesture, CHW will be happy to provide you with a onetime free service call fee which will be applied to your account.   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 fan motor bearings were shot, the fan blades were out of balance which caused the bearings to wear out.  The wires in the compressor were burned out and the unit was 3lbs low on Freon.  All of these failures were 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 requested to cancel due to your dissatisfaction.  Per your request, your policy has been cancelled as of July 25, 2017.  No further action can be taken as this policy is no longer active. 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. Upon review of your claim, we do see that you had a failure with your Air Conditioning system.  The failure that happened was due to a lack of proper routine maintenance as specified by the manufacture and required by our policy. Please see Section F. Limitations of Liability #12 states “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 see that on 2/15/16, our customer service department offered to provide you with a goodwill gesture of $200 towards this repair and it was declined.  An offer for a replacement of the compressor was offered to you but if this was accepted, we requested that you sign a release agreement stating that you were satisfied with this outcome and we would cancel due to the fact that you disagreed with the outcome of the claim, hence the policy.  We did not receive the release agreement back from you therefore we did not authorize any type of repair. CHW did try to resolve this issue for you however you did not agree to the terms and conditions of the policy nor the resolution.  We do regret your frustration with this claim however CHW is in full compliance with the terms and conditions of our policy. Also, please note Choice Home Warranty is not an insurance company, our policy states this in section A.Coverage.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 internal failure in the compressor.  This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor.  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...”  Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not in agreeance.If you would like to further dispute this claim, you can provide your proper routine maintenance records to [email protected] for review.  If the records prove that your unit was routinely and properly 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 [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 you have had an opportunity to speak with a manager to have this issue resolved. Please call our customer service team directly should you have any questions 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] [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 you placed a claim for your Garbage Disposal.  Per the diagnosis from the technician it was explained to us that the unit suffered misuse and abuse which under the terms of the policy, section Letter F, Number 8 is not covered under the policy. However, in an attempt to work with you, we offered a goodwill gesture and paid $195 to assist with your repairs.   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].   Please accept the apologies of CHW for the marketing attempts that have continued after you have requested to be removed from the database. Your information has been sent to the marketing executive and his team directly to be removed.   Regards, CHW