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Complaint: [redacted]
I am rejecting this response because:
Choice Home Warranty ("Choice") has indicated that they do not pay emergency fees - this response is completely inapplicable because at no time was anything submitted to Choice or indicated to Choice that would suggest emergency fees were charged.  They are making on their own an incorrect assumption that would help justify their denial of my claim.  In fact, when speaking with a manager, I made it clear that no emergency fees were included in the cost of the plumbing bill.  This has been a greatly disappointing experience with Choice.  When the first manager I spoke with indicated my claim was being denied, she stated that it was being denied due to a preexisting condition.  When I spoke with another manager, we was obviously fishing for other reasons to deny this claim.  These business practices are not only in breach of our contract but highly questionable and unethical.   
Regards,
[redacted]

Dear [redacted],You have suggested that the technician created the “fire” that happened and our policy states that CHW is not responsible for any negligence caused by a technician.  Also, the policy states that that we do not cover failures that are caused by “fire”.  We reviewed this with the technician and we were advised that you were with the technician as he plugged in the unit and reset the breaker.  It was advised to us that you should contact your homeowners insurance that this would be a claim for an insurance company, not for CHW.  Please note CHW isn’t an insurance company as stated in Section A.#3.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because:
The parts are available from the stove manufacturer. See attached email which I provided to CHW I do not have any parts for the large pan sensor element, I do have a replacement element and switch kit that can be used, this is part number [redacted] and the list price is $364.00 US.  The other switches are part number R6346, the list price is $250.00 each.  The indicator lights are part number 6171 and they are $13.00 each.  You can order these by calling our Parts dept. at [redacted] From: [redacted]] Sent: Thursday, July 21, 2016 5:47 PMTo: [redacted]Subject: Re: Heartland 6100 I need 3 switches and 2 indicator lights. The switches are for the griddle, the large eye and one small eye. The indicator is for the oven and the griddle Sent from my iPhoneOn Jul 21, 2016, at 8:21 AM, [redacted] <[redacted]> wrote:What parts are you asking about for the 6100 model? [redacted]Tech SupportAGA MARVEL[redacted]----------------------------------------------------... | W. [redacted]  [redacted]  [redacted]  [redacted]  [redacted]  [redac... />  This e-mail message may contain legally privileged and/or confidential information. If you are not the intended recipient(s), or the employee or agent responsible for delivery of this message to the intended recipient(s), you are hereby notified that any dissemination, distribution or copying of this e-mail message is strictly prohibited. If you have received this message in error, please immediately notify the sender and delete this e-mail message from your computer immediately without retaining any hard or electronic copies.This e-mail message may contain legally privileged and/or confidential information. If you are not the intended recipient(s), or the employee or agent responsible for delivery of this message to the intended recipient(s), you are hereby notified that any dissemination, distribution or copying of this e-mail message is strictly prohibited. If you have received this message in error, please immediately notify the sender and delete this e-mail message from your computer immediately without retaining any hard or electronic copies.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I feel frauded and deceived! As I stated in my complaint of 5/24/17 the CHW specialist informed us that if we choose a Hvac company of our own once the work is completed to fax the receipt and we would be reimbursed. Nothing else was said so we did exactly what we were instructed to do only to be denied full payment of our hard earned money that we do not have. We can't  afford 873.00 to be taking from us when we pay our premiums every month on time to have peace of mind. This is abusive and deceptive and we feel victimized and if there is any question about our claim just replay our conversation of 5/24/17 and it would prove that we are 100% truthful in our position! We need and want our full payment because the warranty specialist misguided and misrepresented us which prompted us to pay out money we can't afford! Once again and I can't emphasize it enough, the warranty specialist only stated for us to get a receipt fax it and that CHW would reimburse us and that was it!!!!! We did our part and we want and need our 873.00 we paid out in order to have the peace of mind that CHW is falsely claiming they provide. Right now we our very troubled and devastated by CHW handling of our loss! 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
My fiancé has a background in construction so he has personally done the needed maintenance.  There is nothing in the contract that stipulates we have to show receipts of maintenance or that if had the knowledge couldn't just do it ourselves.  Again, a Choice vendor who saw and worked on the actual unit said it was maintained.  It has lasted over 12 years in 100 degree Texas weather, if it wasn't maintained, it would have failed long ago. This is us Choice's blanketed way of refusing any claim that actually has a higher price tag.  Making this a total scam.
Regards,
[redacted]

Dear Mr. [redacted],After review of your claim, it was stated that the condenser was not functioning properly; it had failed due to a lack of proper routine maintenance. The records that you provided us with did not show that there were serial numbers, or model number of the unit that you had serviced. They did not show that all the proper maintenance was completed; only that you had a filter changed and that the coil was cleaned.  Per the manufactures specifications this is not proper routine maintenance. We do regret your wife’s condition however CHW is abiding by our policy.  Since you seem to disagree with the terms and conditions of the policy, regardless that CHW has paid $677.24 and the policy is due to expire, we will be willing to provide you back with a refund of this policy.If you are interested in a full refund of this policy, please contact us and we will provide you with a form to sign that states that this is a mutal agreement.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 it has been covered in accordance with section Letter F, Number 12 which 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. Although CHW doesn’t require that customers send in maintenance records, you are invited to send the records to show proper routine maintenance on your unit to have your claim reviewed. If you would like to send this information you may do so to [redacted] and be sure to include your claim number on the correspondence. In the event you would like to cancel your account please call the customer service team at ###-###-####.   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 Mission statement that Choice Home Warranty sent is the same lies that they sent to hundreds of customers that complained to the Revdex.com in Edison New Jersey.I have not reached a mutual agreement with Choice Home Warranty.  I wanted a refund of my $400 contract since are a dishonest company who does not provide piece of mind or any home repairs.  After I waited a week with no contact from my local repair service or Choice Warranty I called them.  They informed me that they would not repair my air conditioner for several reasons all were lies.  I called them back the next day and Hosie in claims said he by contract they did not have to repair my unit.  However, in good faith he would provide M&M a compressor but I would have to pay M&M the labor to install it, the cost of a new fan and labor to install it.  This would cost me about $1500 out of my pocket.  I also had to sign a RELEASE AGREEMENT before he would provide the compressor.  Over the next week I called Hosie and left messages but never received a call back.  I have not received any information from Choice Home Warranty until I filed this complaint with Revdex.com.  This message was the first time they have said anything.  I did not agree to the $1500 cost or to sign the RELEASE AGREEMENT.  Matter of fact Hosie said if I did not sign the RELEASE AGREEMENT he could not provide the compressor.What I want is a refund of $400 for the contract we had and service they never provided. Choice Home Warranty is a very dishonest company.  As a disables vet who belongs to 10 of the biggest Military Associations in the US and attends yearly reunions at almost all of them.  I will make an effort to notify all my vet brothers of this dishonest company at our reunions.  I am working with my Associations to add a place in our Quarterly New Letters so we can complain and inform other vets about dishonest companies like Choice Home Warranty.  My next reunion is Special Operations Association in Las Vegas in October this year.  I am currently a member of the following: Special Operations, Night Stalker, Vietnam Helicopter Crew Members, Vietnam Helicopter Pilots, 101st Airborne Division, 1st Cavalry Division, 187th Airborne, Arizona Airborne and Desert Special Forces Associations.  We also travel with a fifth wheel across the US and I plan on having some new signs about Choice Home Warranty placed on my unit.  
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  The unit was 15 years old and so as far as the outside unit is concerned, there will always be some rust areas visible.  There is no way around that with any outdoor metal appliance.  The freon leak was located by my ac technician and it was on the inside unit.  The leak location did not have any rust and was not a part of the problem with the unit in any way.  I have a statement signed by [redacted] who has since replaced my bad unit. 
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 policy, we do see that you spoke with one of our managers and he contacted the technician with you on the line to prove that the cost of the repair was in fact $145.  As per the cancellation of the policy, please see Section L. Cancellations. This will show you that CHW does provide you with a pro-rated refund of the amount that you paid into for the policy and will show that CHW does charge you with an administrative fee of $50.00.  The refund as you discussed with our manager was accurate. We do regret your frustration however; CHW is in full compliance with the terms and conditions of the policy. Regards, CHW

Dear [redacted] We regret to hear your frustration. Please note that you are entitled to get a second opinion, if you choose further dispute this claim.  If you choose to get a second opinion, please submit your detailed invoice that shows that diagnosis to [email protected] for review.  If the diagnosis proves to be different, we would adjust the outcome of the claim accordingly.  Regards,CHW

[redacted]CHW received a picture of a document that stated that you had a leak check done. It showed that the unit was empty without Freon, outdoor unit was also leaking Freon, low on  coil lines which will cause contamination which will cause the compressor and TXV metering device to clog up as well as the debris.This is a lack of proper routine maintenance.  Per our policy, Section F. Limitations of Liability #12, CHW does not cover failures that are caused by a lack of proper routine maintenance. Also, if there is a failure within the TXV valve, CHW would not cover this failure.The other document that we received was a letter from a technician stating that there are leaks in the system which are normal wear and tear. This is not accurate, there is always a reason for the unit to leak.  In this case the technician did not indicate what caused the leaks.Lastly, due to the failure that the unit has and it does involve the thermal expansion valve, CHW would not cover this unit as it states in Section D. Coverage #4.As a goodwill gesture, we are still offering you the $300.00 to help towards the repair or replacement of the unit.Please feel free to contact us at [redacted]Thank you,Tracy

[redacted],The galvanic process is considered to be corrosion, this is where the metal turns green and this spreads without being properly maintained.  The technician advised us that the unit had failed due to rust and corrosion which is not covered per our policy.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because: I have yet to receive the refund back to my card. It didn't take this long for the initial charge to be completed, so I'm not sure why the refund is taking so long. Please provide a receipt showing that the refund has been processed on your end.
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. Upon review of your policy, we do see that the policy started on 3/23/16 and you placed your clam online on 4/5/16; 13 days after the policy began.The technician that was at your home advised us that the unit had a defective spin basket and outer tubing. Per our policy, Section A. Coverage states in #3 that all units must be in proper working order on the start date of the policy.  CHW does not require a home inspection because we rely on our customers to ensure that all their units and appliances are in proper working order and properly maintained as per the manufactures specifications. CHW does not cover failures that are pre-existing to the start date of the policy.  Your unit had a failure that would take longer than the time the policy was in place to happen therefore it was not covered.We do see that you chose to cancel your policy with us and per the terms of the policy, Section L. Cancellations you were provided with a pro-rated refund of $293.75.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 claim, we do see that CHW did attempt to resolve the issue with the unit using the first technician, however the failure that you had in the unit that caused the leak was rust.  According to our policy, we do not cover failures due to rust or corrosion.  This is stated in Section F. Limitations of Liability #1 &8. We did speak with you and explained that although the unit was not covered, you agreed to the policy and agreed to Section L. Cancellations. This states that all monies paid out for a claim will be deducted from the refund amount.  It also states that you will be charged an administrative fee of $50 for cancelling the policy earlier than the end date. Our policy does not guarantee that all units will be fixed; it does guarantee that any item that is covered and fails due to a covered failure will be fixed or replaced.  Your unit failed due to a non-covered reason and therefore was not covered. CHW did provide you with a refund that was correct and it has been refunded back to your credit card that you used to sign up with us. We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy.   Regards, CHW

I am rejecting this response because: It's unclear whether the policy is cancelled and no further dealings with this company will exist in the future. I do Not owe the company any money they paid out for the repairs that were under warranty at the time the repaired them nor do I want to continue being a customer of theirs. My A/C was in perfectly working condition until I made the call that it wasn't blowing cold air. The company is suggesting that the unit was already broken when I revived the policy which is untrue. The unit is old and could break at any time which was one of the reasons why I chose to get a home warranty in the first place. For them to deny the claim as a existing issue is false. That unit should have been covered as written under the contract. I was told while on the phone with "John" the representative that I would be billed for the money paid out if I was to cancel my contract. That money will not be repaid to them by me and I do not wish to do business with them whatsoever. I will dispute this with the credit bureau if they attempt to collect. I need it to be made clear that my account is cancelled with out further obligation and no money is expected to be repaid. Thanks in advance. 
Regards,
Tiffany Key

Dear Joel Dean Beard,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 .  I do apologize that you are upset about the unit not being a covered claim.  Our authorization team has advised us that this is not a normal wear and tear that a dishwasher would do.  I do see that we did give you a goodwill gesture towards the unit to help with the purchase of a new one.Thank you for your feedback as this helps us improve our customer service.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 our web site at [redacted]
Upon review of your claim, we do see that the technician advised CHW that the actual tank would have to be replaced. Per our policy Section D. Coverage #6 states that CHW is not responsible for replacement of the actual tank. Being that you are new to CHW and this is your first claim, we are offering to provide you with a goodwill gesture in the amount of $200.
If you would like to accept this amount, please contact us and it is documented that that is the offer we have advised to you. If you would like to discuss this claim any further, please contact us and please ask to speak with the highest level customer facing Manager, Sara who will be able to assist you.
We do regret your frustration with this claim; however we are in 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 www.choicehomewarranty.com/useragreement. Reviewing your claim for your AC system, we do see that the unit was low on Freon however CHW’s technician could not locate the leak and the evaporator coil is inefficient at this time.  CHW cannot replace a part of a system that is not providing the issue and we cannot provide Freon because the unit is low.  However, you are more than welcome to provide CHW with a second opinion by your own technician to show what the failure is and how it happened.  Once we have the diagnosis, our authorization team will review and contact you directly.  Please provide the diagnosis to the authorization department at ###-###-####.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

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Address: 19111 Gunn Hwy, Odessa, Florida, United States, 33556-4213

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