Bass Services, Inc.

Complaint: [redacted]
I am rejecting this response because: I will accept when I get full refund in my hand.  Read too many complaints about cancellation charges. My wife called in and they email form. Not sure why they want it notarized ?  the lady on phone said we will have refund in seven days of sending back form. form says can take 30 days???  Which is it..
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I will seek another businesses for my home warranty service.
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, we see that you placed a claim for the septic system and stated that the tank was full; CHW dispatched a technician to go to your home and diagnose the issue.  Upon diagnosis it was stated that there was a stoppage that was backed up and going into the home. Per the technicians diagnosis this could not have happened within the time frame that you had your policy.  Your policy began with us on 3/8/16 and you placed this claim on 3/15/16 stating that it had not been working since the day before.  Our policy states in Section A. Coverage #3 that all units must be in proper working order on the day the policy goes into effect.  Having a stoppage such as this is not something that happens within the few days that you had the policy.Once the technician gives their diagnosis, CHW decides if the claim is covered or not.  You chose to have the technician complete the work without authorization; this is not something that CHW would pay for.We do see that you chose to cancel your policy with us, 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:  After reading all the negative reviews on the web, it appears to me CHW refers to this F-16 limitations more often than not. And furthermore, what's stopping CHW from not referring to this F-16 limitation each and every time,  where the first sentence of coverage states CHW will repair or replace covered systems. 
Regards,
[redacted]

I am rejecting this response because:After submitting my last message regarding the air conditioning the technician at fault,  nor any other technician, was sent to look at the unit.

Dear *** ***,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 ***  Upon review of your claim, I do see that CHW has provided you with the CAP amount allowed per policy term of $500 for this claim.  We are very happy that we were able to come to a mutual resolution with you pertaining this claim.Best regards,CHW

The claim remains a non-covered claim and CHW decided to assist with the non-covered claim by offering to utilize their resources to purchase the parts at a discounted price. This was a goodwill gesture. Section Letter D, Number 4 of the policy states that leak detection tests are not covered. The service call fee is assessed to all customers when there is a service call dispatched and paid directly to the technician. This is also outlined in the policy, section C. CHW is not responsible for assisting with this claim but made a goodwill gesture. There are no funds due at this time.   Regards, CHW

[redacted] We do regret that you feel as though “You just don't want to deal with a company that is no Revdex.com rated”, CHW has not purchased into the Revdex.com to be rated as of yet.  However, we have offered to provide you a refund of the paid policy upon signing an agreement but we are not able to cover a claim for you that isn’t covered under our policy. If you would like to accept our offer of the full refund with the signed agreement, please contact us at ###-###-#### and we will provide you with the refund.  If you chose not to, there would not be anything more that we can do for this claim. 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 claim it appears that your claim was processed in accordance with the home service agreement Section Letter C, Number e CHW is not responsible for repairs handled without prior approval. Although we would hate to lose you as a valued customer if you are interested in canceling your agreement with CHW please call us at 1-888-531-5403.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

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 policy, I do see that your policy started on 03/04/15 and you placed a claim for your Air Conditioning Unit on 04/10/15.  We dispatched [redacted] Heating & Cooling LLC to your home to diagnose the issue.  The service provider called us and verbally gave his diagnosis to us that your unit was only 11 years old and had seized internally.  Your compressor was a Goodman compressor and the life expectancy is a lot longer, meaning that the compressor failed pre-maturely.  This can only happen due to a lack of proper maintenance.  Per our policy, CHW does not cover any unit that has failed due to a lack of maintenance.  Please see 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.Out of good faith, CHW did however offer you a goodwill gesture and provided to you a new compressor that we ordered and paid for.  We had the unit shipped to the service provider for him to install.  We did have a verbal agreement with you, stating that you would pay for the labor and Freon; CHW would pay for the compressor.  I do see that you received the compressor and the unit is working.  After the goodwill gesture that CHW did for you, you decided to cancel your policy. Per our policy, if you chose to cancel before the end of the term, you will be responsible for the cost of any payments that CHW made plus an administration fee of $50.  Please see Section 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.The compressor that CHW placed into your unit was a Lennox; this compressor is a value of $1,179.90 that is sold for $889.00.  This price can be confirmed online using the part number that we used to purchase it. [redacted]  You can go to the site and see the price: htt[redacted]CHW does get a discount for the compressor but the actual price is as stated online of $1179.90 sold right now for $889.00.We do apologize that you are not happy with our goodwill gesture.  We did have the amount that you were given for your cancellation checked and it is correct.  Your policy was for 3 months at the rate of $41.66.  That would be $124.98 plus the $50 cancellation fee and the money that CHW paid for the compressor $406.00. You paid a total upfront for the policy in the amount of $1125.00 minus the total of $ 580.98; your refund of the policy should be $544.02 that you have received.We do appreciate your feedback as it will help us improve our company to benefit our customers.Best regards,CHW

I do not except their offer because, the product they are wanting to replace my oven with in not similar and has coils (see photo #1).  The range I have is a cooktop glass top (see photo #2).  My contract states they would replace my appliance with a similar item.  There are numerous of similar cooktop stoves with glass tops on the market and the coils one is not similar at all.

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, you stated that CHW did not dispatch a tech for 2 days; our records show that we did in fact dispatch the technician the same day that you had called in the claim. Per our policy, the technician has 24-48 hours to contact you to schedule an appointment.  If you do not want to wait for that provider you can hire your own but as per Section C. Service calls, you must have prior authorization for the work that is completed.  In this case, we are trying as a goodwill to reach out to the tech to receive diagnoses on your unit and if possible we will refund you at CHW rates.In the future if you would like to use your own technician or think that CHW is taking too long, please ask for our reimbursement option and the customer service will explain to you in detail of what to do and they will send you a form.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.  If you would like to cancel your policy, please refer to Section L. Cancellations. You are not entitled to a full refund but we can cancel your policy and provide you with a pro-rated refund. We do apologize for any rude behavior that was given to you.Best regards,CHW

Dear [redacted]You have already cancelled your policy with CHW and we have already provided you with a refund per the terms of the policy.The claim that you are contacting us about was not covered due to the policy guidelines and we are not able to provide any other goodwill gestures for this claim.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]Upon review of your claim, I do see that CHW provided an option for you, we could send you the funds that we would have paid for the new unit or we could provide you with the new unit.  You did accept the funds on 1/14/16 and our system does take 30 business days to process a check. We do apologize for any inconvenience but this is not something that neither our reps nor we have any control over. Our system is computerized and once an authorization is placed, it dispenses in the order in which it was received. We are very happy to be of assistance and look forward to helping with your future home needs. 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

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 did receive a diagnosis that the blower wheel was broken and the blades were also broken.  Our inside technical staff reviewed the diagnosis along with the pictures and stated that this is due to a lack of proper routine maintenance. You are welcome to provide us with routine maintenance records as it states in Section F. Limitations of Liability #12 and we will have our authorization department review them.  Please send them to [email protected]. 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. 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 compressor and the condenser were severely rusted. Per our policy, Section Letter F, Number 1, CHW does not cover failures that are related “…rust or corrosion…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you did not agree and stated you would reach out to the technician.If the technician would like to dispute his diagnosis, he is free to contact our Authorizations Department at ###-###-#### option 5, then 1; Monday-Friday 8am-7pm EST or Saturday-Sunday 9am-5:30pm ESTWe 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]   You have indicated in your complaint that your rusted ductwork needed to be repaired. Section Letter F, Numbers 1 and 8 indicates that CHW is not responsible for repairs related to rust and corrosion. A review of your claim shows that a diagnosis was received from the technician that indicates that the ductwork was leaking, there were holes in the ductwork. An animal had gone under the home and caused damage. Section Letter F, Number 8 indicates that pest damage is not covered. At this time, the policy is cancelled as well as this claim.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted],Upon review of your policy, we do see that there had not been any payments that were made since March 2, 2016.  After we advised you that the policy was past due, you did not attempt to contact us to make a payment, therefore the policy would be cancelled.In reference to the claims that you placed, CHW did provide service at no cost for the claim that was placed on 5/6/16 for the refrigerator however we are not able to provide coverage for the water heater due to the fact that the claim is not a covered claim and the policy is now cancelled.We do regret your frustration however CHW is in full compliance with the terms of the agreement.Thank you,CHW

Dear [redacted], We do regret that you feel that [redacted] had anything to do with the unit breaking or making a “mess”; however please note that CHW’s policy does state in Section F. Limitations of Liability #19 “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…” This being stated in our policy, we ask that you contact the technician [redacted] for their assistance as we are not responsible for their actions.  Their number is ###-###-####. The diagnosis stated that this unit had a physical damage which is not covered under our policy and that the switch was replaced, there was a marking by the accumulator that was from the tube, and the unit had all of the refrigerant out due to the high pressure switch being broken off.  As we stated, this isn’t normal wear and tear.  Our policy only covers failures that are of normal wear and tear. Please see Section A. Coverage #2. We do value you as a customer as we have covered numerous claims for you however this claim would not be covered per our policy guidelines as we have advised you.  As a goodwill gesture, we are willing to provide you with a onetime free service call fee and add it to your policy.  Please contact us at ###-###-#### if you would like to accept this offer. Once you have accepted, we will send you an agreement to sign and send back to us and then we can add it for you. Thank you, Choice Home Warranty

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 system was low on 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.Please note that your policy coverage start date was 7/13/17 and you stated that last time your unit was working was 7/10/17.  Please understand that the failure that happened to your unit would not have occurred in 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 were not satisfied.  We strive to provide the best customer experience, therefore as a goodwill gesture we reimbursed you funds for 1.5lbs of Freon (at CHW cost) in the amount of $142.45.  You accepted these funds.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW