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:My complain is not just about the policy. It look like CHW did not read very well my complaint.Even if they are right in regard the policy, my complaint was also related with your irresponsibility because you wait 2 weeks to tell my claim was not going to be cover. You wait until the day the heater company was supposed on 10/30/17 to do service to notify them you resolution even when the diagnostic was made on 10/21/17. If we were having normal weather conditions I was making complaint, but I was waiting for you to fix my problem for 2 weeks with my house very cold. You should tell me since I call you the first time on 10/17/17 and I explain you I was having gas leaking, you can hear if a record of your phone calls. Or should notify as soon you received the diagnostic on 10/21/17.This complaint is not just about my coverage, but also related with your disrespect and your irresponsible business practice. Of course you offered $100, but that is not enough compensation for your irresponsibility, taking in consideration that I paid for the diagnostic just for nothing, also while I was waiting (more than the period of time you mention 24 hour to 7 days) I had to buy 2 electric heater.I haven't review the policy very well yet, but I will do that because I do not trust CHW at all.
Regards,
[redacted]

I am rejecting this response because: These claims are over a period of three or more years. The claim that has frustated me the most is the claim that had the house without for over a week without sufficent response.  Also there are some claims in the list that are not accurate.

Dear [redacted],Our records and diagnosis shows that this system is energy management system and the failures did have to do with the system being part of the energy management system.  Since CHW cannot offer to provide you with a covered claim, we are offering to provide you with the funds that you paid for this year minus the claims that CHW paid out for the policy.  You have paid to date for 2016 a total of $313.36 for this policy.  CHW has paid this year $50.00 towards your policy and we are willing to provide you back with $263.36.  CHW has paid a total of $365.00 for your entire policy in authorized claims, normally providing any type of refund for a monthly policy is not permitted however; we are offering this goodwill to help resolve this since CHW is not able to authorize any type of work for this type of unit. Per the diagnosis, it was stated that the failures are associated with the type of unit it is but regardless if the failures had nothing to do with the type of system it is, the fact that it is an energy system, is against our policy and would not cover it.Again, our offer is to provide you with the amount that you paid for the policy for this year, minus what we paid out.Please contact us if you would like to accept.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because: Maintenance records submitted for proof of routine maintenance.  Records attached to email provided in response
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 http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claim, it shows that CHW did replace the control board and once that issue was fixed the inverted was discovered as bad.  CHW provided you with the funds in lieu of repair as stated in the policy in section F. # 16. 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.We do regret your frustration with this claim however; CHW is in full compliance with the terms and conditions of our policy.  .We urge all customers’ to review the policy within the 30 day grace period that is provided before the policy begins.  You have this time to ensure that all units are in proper working order as well as to cancel for a full refund within this time period. Best regards,CHW

Complaint: [redacted]
I am rejecting this response because: The information provided by Choice Home Warranty is inaccurate and misleading. The Customer Services Representatives at no time relayed that our policy was not in effect until the work had been approved via the telephone to myself and the service repair man. There was a 5 day span in which that information could have been communicated yet it was not. Unfortunately, the denial was given after the approval and after the work had been performed. It is because of these reason stated that I reject the offer. This is an extremely good lesson learned and it is worth more than what the vendor is offering. I am not concerned about the measley monetary compensation, it is actually an insult to my intellect. I will be sure to never recommend Choice Home Warranty to friends and family.
Regards,
[redacted]

Dear [redacted],We regret to hear your frustration.  Choice Home Warranty does not condone irresponsible behavior from our technicians therefore, we apologized on their behalf.  Please understand that this is not the typical behavior from our technicians.  We take this matter...

very seriously as we strive to provide the best customer experience and improve our business practices.  We have sent this feedback directly to the Director of Vendor Relations and Manager of Dispatch Services to look further into this matter. We regret to hear your wishes to cancel your policy.  Please contact our Customer Solutions Department directly at ###-###-#### Monday-Friday 9am-6pm EST, if you choose to cancel your 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. A review of the claim shows that it was processed according to the policy. The first diagnosis that was received states that the water line in your refrigerator had a crack in it.  The technician repaired this crack by putting a coupler on it, which fixed the issue.  You called us a month later stating that your refrigerator was not working again.  We contacted our technician to advise him of the failure that occurred again, in turn he contacted you to set up another appointment to go back to your home to diagnosis the failure again. We received the second diagnosis which stated that the windings on the compressor shorted out and needed to be replaced.  In situations when the cost of the repair exceeds the lifespan of the unit, in lieu of the repair, we offer funds at our cost, to replace the system.  Please refer to our policy, Section Letter F, Number 16, where it states that “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.”In this instance, we offered you our refrigerator replacement cost at $389.99 in which you did not accept.  Please note, that per the policy Section Letter F, Number 9 states that we match for “…similar features, capacity, and efficiency, but not for matching dimensions, brand or color….”Since we strive to provide the best customer experience, our Sr. Claims Specialist offered you $500 towards a new refrigerator, in which you accepted. We received a call from you a month later asking if we received a letter from your attorney.  We advised you that we did not receive the letter.  It is our understanding that you are not satisfied with the funds that were provided to you.  As a goodwill gesture, we will offer you the extra amount that you have requested of $92.48, however we are not able to provide you with more funding that this.  If you agree, please contact us and we will send you out a form that we would like for you to sign in order to resolve this matter.  Once we have received this form back, we will then provide the extra amount.  However if you chose not to accept this amount of a total of $592.48, we are willing to provide 2 free service call fees that equal $90.00 to be placed onto the policy.Please contact our Claims Department at ###-###-#### to accept this offer.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].   Although we don’t want to lose you as a part of the CHW family, if you desire to cancel your policy, please call our customer service team directly at [redacted]. In accordance with section Letter L, Number 4 If canceled after 30 days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50 administrative fee and any service costs incurred by Us.   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 it was handled in accordance to the policy. The technician provided CHW with a diagnosis of the washer needing a control board and door latch as the one there was broken. The claim wasn’t covered because door latches aren’t covered and the failure of the control board was secondary damages as the lock broke causing the board to short and the policy doesn’t cover secondary damages. Section Letter D, Number 2 indicates that the door latch is not covered and section Letter F, Number 19 of the policy outlines that secondary damages aren’t covered. As you didn’t receive the service that you expected, CHW offered to provide a full refund of the monies that you had already paid into the policy and the offer was declined.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

[redacted]As we explained to you when you provided the invoice [redacted] is not for the unit that was under question.  The determination on the claim would continue to be a lack of proper routine maintenance.Please feel free to contact us at ###-###-#### and we will explain what proper routine maintenance is.Thank you,,CHW

Complaint: [redacted]
I am rejecting this response because:I feel that they responded just because I complained to the Revdex.com.I cannot trust them any more.
Regards,
[redacted]

Dear [redacted],Please be advised per our records, we do not have you as the policy holder for this account.  Please have the policy holder contact our Senior Claims Specialist directly at ###-###-#### if they would like to address any concerns.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.  The diagnosis that was received stated that your heating system was low on Freon due to a leak.  Per our policy, Section Letter D, Number 4 states that we do not cover for “leak detections.”  You understood this as you paid the technician for the leak detection.  The technician performed the leak detection and found that there was a leak on the outdoor coil and on the u bends.  In addition to the diagnosis, the technician also submitted pictures of the unit.  The pictures showed that the u-bends were rusted and corroded, which was what caused the leak.  Per our policy Section Letter F, Number 1 and 8, we do not cover failures due to rust and/or corrosion.  Even if the rust or corrosion was of normal wear and tear, our policy specifically does not cover this failure.Choice Home Warranty did inform the outcome of this claim, in which you were not in agreeance.  We stated that you are welcome to get a second opinion and per your request for the pictures, we advised you to contact the technician directly for a copy.  We strive to provide the best customer experience so we reached out to the technician on your behalf to request that they send you a copy of the pictures.  The technician agreed; so we advised you that the technician would send you a copy of the pictures.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: First of all, the failure wasn't due to failure of maintenance, the compressor was only 1 year old, and just stopped workingBEWR, due to a  shorting out. You IMEDIATELY said it had to be lightening, without really knowing this, this is the second costly repair you have denied. The public needs to know that theycannot count on the company when they need it. BUYER BEWARE.Thankfully,it was still under warranty, and replaced at no cost to me, what CHW does is look for excuses or any reason not to pay.
Regards,
Linda [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.
Regards,
[redacted]  * will accept  your money offer, I cannot down load any thing on my computer

[redacted] R [redacted],Please see our policy section A Coverage where it states you MUST come into this policy with your units in GOOD WORKING order.  This is to be considered a known or unknown pre-existing condition that CHW does not cover. Please see 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.A. COVERAGE:3. Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or  multi-unit home) is applied, and appropriate fee is paid. Coverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE:  This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.Your policy started on 05/15/15 this is AFTER the 30 days that you had to review the policy and to ensure that all units were in good working condition, on 05/16/15 you then placed a claim for your AC stating that it was not cooling and making a clicking noise.  The technician stated that the unit was completely rusted, the evaporator coil was leaking and lastly Condenser has all kinds of issues. This being told to us after the policy had started one day before, it was apparent that these failures could not have happened within the DAY that you had your policy.We understand that you wanted to cancel your policy but that is breaking the contract with CHW there for Section L. applies to the refund that you receive because it was after the 30 days that you had purchased the policy.:L. CANCELLATIONThis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.  You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:1. Nonpayment of contract fees;2. Nonpayment of Service Fee, as stated in Section III;3. Fraud or misrepresentation of facts material by You to the issuance of this contract;4. Mutual agreement of Us and You. If canceled after 30 days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50 administrative fee and any service costs incurred by Us.  All cancellation requests must be submitted in writing. Please feel free to contact us if you should have any further questions about our policy and we will be happy to advise you.  We do apologize that you are upset with the outcome of the claim but CHW is in compliance with our policy.  You can always view the policy online at www.choicehomewarranty.com/useragreement.Thank you,CHW

Dear Ms. G[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 see that you have spoken to one of our managers and have come to a mutual resolution.We do regret your frustration and are happy to hear that we are able to assist with this claim. Regards,CHW

CHW was offering you a goodwill by offering you a full refund of the policy.  If we are offering  you a refund, we would not expect that you would continue to be upset with the policy because you have it refunded to you.  We will go a head and cancel your policy, please note that there is no refund due to the fact that  you are a monthly customer.  You will be receiving a cancellation email stating that the policy has been cancelled.  We do apologize that you did not want to accept our offer, we cannot process a claim for you that is not covered by our policy.  Per the policy, we expect all units to come into the policy in proper working order, placing a claim a few days after the policy started shows us that this was not the case.  You did not follow our policy Section A. Coverage3. Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or  multi-unit home) is applied, and appropriate fee is paid. Coverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE:  This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.email conformation will go to  [redacted] and again, your policy will be cancelled per your request on this site.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 the claim shows that it was processed according to the policy.  Based on the diagnosis that we received, it stated that the cartridge failed and needed to be replaced.  Per our policy, Section Letter D, Number 9, “…cartridges…” are not covered. Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied.  As a goodwill gesture, we offered you $245.00 to assist.  You accepted these funds as of 12/11/17. We regret to hear your wishes to cancel your policy.  If you would like to proceed and cancel your policy, please contact us directly at [redacted] Monday-Friday 9am to 6pm EST.  Please be advised that cancelling your policy will automatically forfeit the goodwill funds that were offered. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW