Bass Services, Inc.

Complaint: [redacted]
I am rejecting this response because:  Two different technicians, the second technician was of CHW choosing, told CHW that there was no rust or corrosion on the unit and it had been properly maintained.
Regards,
[redacted]

[redacted]We do regret if there was anyone in our company that was rude to you or your wife in any way.  This is not something that is condoned by CHW and we will review the calls in your claim to see what rep was rude to you.As a good faith offer, we have applied a free month for you.  Your next billing date will be skipped and then it will continue for the following month.We do thank you for providing this information to us and we will use it to our benefit to improve our customer service.Thank you,CHW

Dear [redacted]We do regret the frustration that you have had to deal with and we do understand that you have had the unit fixed already and you stated that the failure was not due to a power surge.  We did not receive the diagnosis from when you had the technician come and provide you with the repairs.  Had you contacted us, we would have been able to update the claim with the proper reason of failure.  Per our policy, Section F. Limitations of Liability #19 states that CHW is not responsible for the negligence of the technician.As a goodwill gesture, we will offer to provide you with a refund of the paid policy, you have paid a total of $400 for this policy and if you would like to accept the full refund, please contact CHW and advise them that you are accepting the agreement made through the Revdex.com, we will then send you a form that you would have to sign and then once we receive that paper back, we will provide you with a full refund.We have documented the claim and if accepted again please contact us.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 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 drain in the freezer was crimped and wouldn’t allow the water to drain out.  It was also leaking from the drain pan.  The crimped drain in the freezer would not have happened from normal wear and tear.  Per our Section Letter A, Number 2, we only cover failures that “Become inoperative due to normal wear and tear.” Please note that we do not cover any refrigerator leaks.  Our policy states in Section Letter D, Number 3 that we do not cover “…Leaks of any kind…” Our Sr. Claims Specialist advised you about the outcome of the claim and our policy and because you did not agree with the diagnosis, we advised you that you are entitled to getting a second opinion. You advised us that you reach out to the technician who will be going back to your home for to take another look at your refrigerator.  Once we receive an updated diagnosis, we will be in contact with you, until then, the outcome of the claim stands. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our 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,
John [redacted]

Complaint: [redacted]
I am rejecting this response because: I want to know how much longer will my wife and I have to suffer in the heat with no A/C. This company keeps saying parts have been on back order for over a month, their customers are suffering! It says in the CHW handbook if all parts cannot be ordered then the unit will be replaced. It seems like they are prolonging in order not to give us a new unit but in the process we are in the hot Texas heat! We have been without long enough! It is written in the benefits handbook that if unable to repair, replacement will be preformed.  If waiting for replacement parts is taking this long then CHW should just replace the unit. As a veteran still in the process of recovering from surgery and my wife having a chronic illness we need some help please. 
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 policy, we do see that you had placed 3 claims with CHW.  You had two claims for your water heater that we did cover one as a goodwill since we do not cover tanks.  The second claim we offered again to add the second water heater for you as a goodwill and we did cover that claim for you.  In regards to the central vacuum, we explained that your home is over 5k and we do not cover that amount unless additional fees are paid.  You had agreed to pay this amount of $500 to cover the home but we did explain that the failure of the central vacuum would only be a partial coverage per our policy Section F. Limitations of Liability #19, CHW does not cover failures that are due to secondary damage.  The fact that the inlet valves caused the unit to run when and burn out the motor is a secondary failure, the inlet valves are covered however the motor for the unit would not be.At that point you chose to cancel the policy and CHW did provide you with the proper pro-rated refunded amount but you chose to chargeback your credit card; committing fraud since CHW did preform services for you in the amount of $846.88.  CHW will not provide a goodwill gesture due to the fact that you are trying to dispute that CHW ever assisted you in claims.CHW does regret your frustration with this claim however we are in compliance with the terms and conditions of our policy.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 issues you have endured with this claim. As indicated in the policy, section Letter F, Number 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”. However, in an effort to assist and expedite the claim, CHW did make calls directly to the service provider to obtain the needed information and updates. The information provided to CHW was that there was a leak detection test conducted and based on the results of the test the condenser coil was leaking. This was due to rust. In the terms of the policy section Letter F, Numbers 1 and 8, CHW is not responsible for repairs related to rust and corrosion which is why the claim is not covered.   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 Upon review of your policy, we do see that this is the second time that you had renewed with CHW.  The first coverage began on 11/6/14, and you renewed with us on 12/6/15.  Also, prior to signing up with CHW, you are provided 30 days to review the policy and the terms to ensure that you understand the agreement.  Within this time period, if you disagree with the terms of the policy, you are permitted to cancel with a full refund.  However, you are choosing to cancel the policy after you had a claim that was not covered.CHW has not changed any verbiage in our policy; it has always stated that the tank itself is not a covered item because the tank is not a mechanical component. The tank is a holding vessel for the water.  CHW covers the heating elements for the tank to heat the water.You had chosen to cancel your policy on 3/24/16, and CHW agreed to allow you to do so.  Per Section L. Cancellations this must be a mutual agreement and we did provide you back a refund of the pro-rated amount of $286.00.  You were charged an administrative fee of $50 as it is stated in the policy and were not charged for any claims paid.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy.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 [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],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 your policy was purchased on 3/31/16 and it began with us on 4/30/16.  You were provided 30 days before the policy starts to ensure that all of your units and appliances in your home are in proper working order.  This is stated in Section A. coverage, #3 Also it is stated in Section F. Limitations of Liability #1, CHW does not cover failures that are pre-existing to the policy.Since your policy became effective on the 30th of April, placing a claim a day later for the AC shows CHW that the unit did not come into the policy properly working.  The unit would not have had all the failures that it did.Normally, if a customer wants to cancel their policy they would be charge an administrative fee of $50 and they would be provided back the months that they have not used.  As a goodwill gesture, CHW is willing to provide you with a full refund for this policy ([redacted]).Please contact us and we will send you a release agreement that we would need for you to sign in order to receive the full amount back.We do regret your frustration however and we do thank you for your feedback and we do hope that we are able to resolve this with you.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 unit had a line restriction. Per our policy, Section Letter A., Number 2. CHW only cover failures that “…Become inoperative due to normal wear and tear…”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 have applied a onetime free service call fee onto your policy. 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 www.choicehomewarranty.com/useragreement.   Upon review of your claim it appears as if it was processed in accordance to the terms of the policy. Section Letter F, Number 1, states, “known or unknown pre-existing conditions”. The policy effective date was 8/23/16 and the claim was placed on 8/25/16. The technician was there and diagnosed the issue as the compressor being weak and overheating causing the unit to shut off and go into thermal overload. This is not something that happens within the short life span of the policy.   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 claim, we do show that the claim was not covered due to CHW not covering the thermal expansion valve which would be something that your unit needed to be replaced.  This item is not a covered item in our policy. Please see Section D. Coverage #4 Air Conditioning under excluded states “ thermal expansion valve.” Also you can see in section D. Coverage #5 Heating Systems states “VALVES” are not covered.We did explain to you on 1/14/16, that the reason for the claim not to be covered was due to the valves.CHW is in full compliance with our terms and conditions of our policy, we urge customers to read the policy within the 30 days that you have prior to the policy’s start date.  This time is provided for you to review the policy as well as cancel if you do not feel that this policy is something that you do not want.  Lastly, these 30 days is the only time that you can cancel for a full refund as stated in section B Coverage Period. We regret your frustration and do wish you the best.Sincerely,CHW

We are very sorry that you disagree with our policy, I do see that you have cancelled your policy with us and we gave you a goodwill gesture of a month payment back in the amount of $40.41.  CHW normally does not offer money back for any monthly customer if they chose to cancel their policy with us. Our roof coverage is as stated in our policy as Limited Roof Leak coverage, we would not cover the amount that you had covered.  Also, your AC claim was not a covered claim again, due to the policy restrictions.  We do not cover rust or corrosion, if you are in Houston or anywhere else in the world. Rust or corrosion are not covered in our policy.We are sorry that you did cancel your policy and we wish you the best of luck with your future home warranties. 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

I am rejecting this response because: The unit question was working. It had not been serviced for the summer yet and was in need of a check up before regular use was needed. The temperatures were getting warmer earlier than I had anticipated and that was the reason I placed an early claim to get the unit checked as soon as I could. The unit was already in use and was clearly, just by looking at the unit, in need of cleaning, servicing and /or repair, what ever was needed. It wasn't until the repair man CHW contacted discovered the REPAIRS that were needed would exceed 500 dollars CHW decided not to do the REPAIRS and come up with an excuse for not living up to the agreed contract. Being a military member you can rest assured I have passed along CHW's business practices to other military members. Thanks for nothing.

Dear [redacted]CHW has a contract with our technicians and once they invoice for their work, they are paid accordingly.  Our system shows that they authorized and they are paid according to their agreement with CHW.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because:  Choice Home Warranty continues to claim that the leak in the evaporator coil was caused by rust.  The evaporator coil is made of copper and the fins are made of aluminium, both of which do not rust.It seems that we are going in circles (please see the back-and-forth on Revdex.com) and it seems that Choice has no interest in honoring its obligations.  We were without air-conditioning for a number of days this summer which would not have happened had Choice honored its obligations promptly.  Maybe Choice prefers that the legal-judicial system decide whether Copper or Aluminium can indeed rust.   
At this point, we still prefer to settle without having to go through the legal-judicial system.  We have not spoken to any lawyer at this point and have not posted anything on any social media.  The cost of replacing the unit was $4,400.
Regards,
[redacted]

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. A review of the claim shows that it was processed according to the policy.  This was a partially covered claim as CHW did cover the primary failure. Based on the diagnosis that we received, it stated that spin support failed causing the inner tub to spin off balance and cause secondary damage the outer tub. Per our policy, Section Letter F, Number 19, CHW is not liable for “…secondary damages…”Our Sr. Claims Specialist advised you about the outcome of the claim, our policy, and the out of pocket expense was $392.38.If the repair to your unit has already been completed and you are still having issues, please contact us directly at ###-###-#### to recall your claim to the technician.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW