Bass Services, Inc.

Complaint: [redacted]
I am rejecting this response because:I paid $1050 and got nothing our contract to cover major appliances was not true I would like a full refund of $650 that I am still owed there were never any repairs done and the service guys that came out did not know what they were doing    Your company did not live up to our contract and they refused to repair anything. 
Regards,
[redacted]

[redacted],In reference to the ‘report” that you are seeking, you may contact the technician and he can provide you with a copy.  Our reports are verbal diagnosis provided by the technician to our internal technicians.  The claim shows that the rust/corrosion caused a leak, please note that our policy does not cover failure that are caused by rust/corrosion as stated in Section F. Limitations of Liability #1 & #8.  Although rust and corrosion may be a normal process of a failure, it is specifically excluded by our policy as a failure.We do regret your frustration however CHW is in full compliance with our terms and conditions of our policy.Thank you,CHW

[redacted]CHW does take claims on weekends per our policy C. SERVICE CALLS we do dispatch on weekends as well.  If you can set an appointment up with a technician for the same day without a weekend rate that is fine but we determine what an emergency is as stated in section C. Service calls #2 "We will determine what repairs constitute an emergency and will make reasonable efforts to expedite emergency service. If You should request Us to perform non-emergency service outside of normal business hours, You will be responsible for payment of additional fees and/or overtime charges."Our normal turnaround time normally is within an hour but per the policies terms and conditions it does state that we do have more time than an hour as stated in previous response. We are sorry for your frustration with this claim. Thank you,CHW

CHW wants to be able to assist all of our customers. For this reason and to be sure there is a review done, you have been invited to submit your maintenance records to i[redacted] This will allow CHW to review in hopes of a more favorable outcome. At this time, based on the diagnosis received from the technician and according to the policy section Letter F, Number 12, CHW is not responsible for repairs related to lack of proper routine maintenance.   Regards, CHW

Dear [redacted]We regret to hear your frustration. Our records indicate that this policy has been cancelled as of 8/28/17, therefore no further action will be taken on the claim. Your pro-rated refund in the amount of $545.88 was refunded back to your credit card 9/18/17 at 5:34...

pm.Regards,CHW

Dea[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]
* It appears that we have reached a mutual agreement and are awaiting your reply.   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.] This company continues to do bad business and continue to be cold and callous.  Meanwhile I have lost 2 days of pay. One weeks ago with my refrigerator when Choice Home Warranty kept giving me the run around about the parts for the refrigerator and 2nd, now with making a date for my washer and that date fell through and I had to call Choice Home Warranty and they acted like I had the problem after I had taken off of my job again and sat all day long and then wanted to reschedule me the following week. This company   has no regard for costumer service .
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 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 was empty on Freon and the leak was coming from the condenser coil and needed be replaced.  This failure occurred due 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, which you were not satisfied with the outcome.  As a goodwill gesture we will offer you a onetime free service call fee for the next claim.  This has been added to 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 our web site at http://www.choicehomewarranty.com/user_agreement.php .  Upon review of your claim that you placed on 9/20/15, the technician advised CHW that the motor and timer went on the unit due to overloading the unit.  The technician stated this can be seen by looking at the way the tub rotates.Per our policy, Section F. Limitations of Liability #8 CHW does not cover units that fail due to misuse or abuse.  We are not able to assist you on this claim due to the fact that you have cancelled your policy with us.  We do apologize for the frustration that you have had and do wish that there were more we could do but provide you with the reasons of it failing and not being covered per our policy.Best regards,CHW

Complaint: [redacted]
I am rejecting this response because no tech has come still. Need my fridge fixed or replaced immediately. Its been 3 weeks.
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 it appears your claim was processed in accordance with the policy section Letter F, Number 12. CHW isn’t responsible for repairs related to lack of maintenance.   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: If my cost is same why would I ask to fill freon instead of leak test?I think they did not read my complaint thoroughly or simply repeating the same futile justification. I stated that I am not an AC Tech so I do not know anything about leak test or freon filling, CHW person told me in call that the technician will do leak test and I have to pay 250 per unit out of my pocket, I agreed to that and allowed the technician to do what he was supposed to do. If that AC technician was not well qualified to do a leak test instead he fills freon and charge, how would I know. Till yesterday I did not even know what Freon was. The technician CHW sent did not even think of any other reasons why the Circuit breaker might trip.Today, as per the sr.claims person's suggestion, I spent money out of my pocket again and used a different technician to do the checkup. He found two issues.One, the reason for circuit breaker tripping is because of a lower capacity wire, it is currently 12gauge whereas it should be 10gauge, this need to be replaced to avoid tripping.Two, the coil used in both down and upstairs units are older version which uses a different kind of Freon, also the coil of down stairs ac unit is in poor condition and need to be replaced. Its ideal to change both coils as they are of older model which is not used nowadays.The technician who was sent by CHW did not know any of these, he did not even check the tripping breaker, instead did some half baked job, took 600 and left. CHW trusting this rip-off person's words, instead of helping its customer.Now, I have done my part by completing thorough diagnosis, I can send all pictures to CHW or upload here in Revdex.com. I want CHW to fix both problems. Regards,[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 policy, I do see that CHW has assisted you with the following claims:Claim # [redacted] for your Dishwasher in the amount of $260.09 plus $45 to the technicianClaim [redacted]or your Microwave in the amount of $230.00 plus $45 to the technicianI do see that we have authorized a goodwill gesture for the most recent claim due to the fact that it was not a covered claim.  We have authorized $400.00 for claim # [redacted].  We did advise you that the unit itself is only worth $535.00 but our original goodwill offer was $200.00 to assist you with a new unit.  This is a good will gesture that we have offered you.  This claim is not a covered claim and we did authorize $400 for you, again as goodwill.  If you chose not to accept this offer, please contact us and let us know.  All checks are mailed out in 30 business days and this check was authorized on the 6th of this month. As for the other 2 claims that you have had with us, CHW per the policy offers money in lieu of repair. Please see Section F. LIMITATIONS OF LIABILITY16. 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 apologize that you are not happy with the amount that we have offered you for any of your claims.  We do not pay for installation of units and again, the current AC claim was not a covered claim; you were offered goodwill.  CHW does not have to offer anything per the user agreement but out of good faith we have.The AC was not covered due to the fact that the units CONDENSER COIL IS LEAKING FREON and it is only a 10 YEAR OLD UNIT: Premature failure of the condensing coil, resulting in a non-repairable leak and requiring replacement of the condenser coil or the unit. Condenser coils are built to be very durable being designed to withstand weather and temperature extremes and with proper installation, care and routine maintenance the can last decades normally outlasting every other part in a condenser. So that being said, Non-repairable leaks in condensing coils less than 30 years old are caused mainly due to a lack of proper routine maintenance, yet can also be caused by an improper installation or improper previous repair or design, and in rare instances a manufactures defect which would usually occur while unit is still covered by the manufacturer, the only other way would be physical damage, from lawn equipment, hail etc.Please understand that all policies have exclusions and CHW does follow our policy.  We do our best to assist the customers and approve claims that are submitted to us.  We do apologize for your frustration with these claims.  CHW is in full compliance with our policy.We do appreciate your feedback as this does help us with our customer service and service providers.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. A review of the claim shows that it was processed according to the policy.  This claim was partially covered.  Based on the diagnosis that we received, it stated that the electrical whip failed which then caused the motor to fail, making it a secondary failure.  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 and our policy, in which you were not satisfied.We strive to provide the best customer experience, therefore, we can offer you a one-time free service call fee for your next claim.  To accept this offer, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm EST.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted],CHW provides our customers with the policy 30 days before the start date for them to review the coverage. It is also listed on our website for anyone to view. It does state in the policy that we do not cover tanks for the water heater. The tank that you are speaking of is the tank that we do not cover.  We do however cover the heating elements but if the tank has to be replaced, this is not a covered item under our policy.Thank you,CHW

Dear [redacted] Thank you for your feedback; we regret to hear your frustration. A review of the claim shows that you placed this claim on 5/18/2017 and we dispatched a technician 20 minutes after you placed your claim. Unfortunately, the technician was unable to move forward with work order,...

therefore we reassigned the claim to another technician.  Please contact Best Septic Tank at ###-###-#### to schedule your appointment. We regret to hear that your septic is backing up into your home.  Particular emergency cases such as the septic backing up into the home, is the reason why we have a reimbursement program as we are not an emergency service company.  This gives the customer an opportunity to hire their own technician right away; and if the outcome is covered based on our policy, we would reimburse funds at our cost. We strive to provide the best customer experience, therefore we have taken your feedback back to the Director of Operations for review. Once again, we regret to hear your frustration.  Please contact the technician to schedule an appointment as soon as possible.   Regards, CHW

Complaint: [redacted]
I am rejecting this response because:  The claim was filed in two months after the purchased of this policy, and you accepted the claim and collected $45.00
as a deductible for repair or replacement.  you accepted the claim without mentioned of a policy detail.  When you sold me the plan, you told me that all items are covered under the plan just after one month of coverage.  You told me that I would have received the entire policy after one week, which I have never received.  In compliance with the general term of a contract, there must be an offer and and in acceptance.  You offered me and the plan, and I accepted it just as you offered it to me.  Now, you must be willing to fulfill its terms and conditions as described above. Thanks!
Regards,
[redacted]

[redacted],In reviewing the claim, we do see that the unit had shorted to the ground, this happens in many different ways, a few of the ways would be a lack of proper routine maintenance, lighting strike, power surge or acid burn out.  This failures are not covered under our policy.  We have offered you a goodwill gesture for the claim in the amount of $500 however we do understand that you do not wish to accept this offer.  Our final offer is half of the cost for the repair which is $600.00.  If you would like to accept the goodwill gesture of $600.00, please contact us and we will provide you with a document that will allow us to provide you with the funds. You can contact us at ###-###-####.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because:If that is the case and that is what I should have been told from the beginning. Before we started to work on the unit I was told by a manager it was approved in the work will be done and it would be fixed no matter what I even specifically asked if there was another problem besides what the first problem with the fan would be fixed and I was told yes. That was the only reason I proceeded with the work. The issue is the complaint I had was that unit was not schooling that problem is still not fixed that was seeing if your complaint that was the first problem not a secondary problem as you keep trying to state. You also are trying to make it out like it's a second company that comes out and that's what is a secondary problem which is not the truth. The second company came out because after 3 weeks of waiting for the first company to come back out and finish the job and fix the problem of the unit not cooling you decided to let me get a second company out there because the first one we don't respond and had set up for different appointments and which they missed. And they did not ever contact me I had to contact them and you also contacted them twice and still no one else was sent out. I have discussed all of this over and over and still getting that it's a secondary problem which it is not. The initial complaint was the unit is not cooling... The unit is still not cooling which means it is not fixed. That was the first and only problem then it had when I have recorded it and made this claim.
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 your claims shows that the claim was handled in accordance with the policy. The original diagnosis that was received from the technician that CHW sent was that the unit needs to have a burner assemble. There was a moderate buildup that caused an issue with the unit, which was a result of lack of proper routine maintenance. We received a second diagnosis from your technician that the unit was heating the water and shutting off once the proper temperature was reached. This heating up of the unit indicates that the gas valve did its job by warming up the water in the unit. Based on the information received the unit wasn’t maintained properly. If the unit had been flushed annually, this failure wouldn’t have occurred. As such, per section Letter F, Number 12 of the policy, CHW doesn’t cover repairs related to lack of proper routine maintenance. As a goodwill gesture, the payments for December and January have been waived and a free service call has been added to your account. Please call the CHW customer service team directly at ###-###-#### if you have any questions.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW