Bass Services, Inc.

Complaint: [redacted]
I am rejecting this response because:  I will not signk anything with CHW  they cannot be trusted --They have lied about everything so far  Thanks 
Regards,
[redacted]

Thank you for advising us of the information that the Service Provider gave to us was incorrect.  We have documented this information and handed it over to the Territory Manager to dispute with the Service Provider that gave us the diagnosis.  We did offer you a full refund as a goodwill gesture as that is not our normal practice. 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-cancel-able 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.   If we offer a Goodwill gesture for someone that is not happy with our services, we would not expect any negative recourse.  Since we would have refunded you for a service that you did not agree with as a good-faith offer.  We do apologize if you had taken offence to this, as that was not our intention at all. Best regards,CHW

Dear [redacted], We do apologize for the time frame and for any inconveniences this may have caused you. We have received a diagnosis for your unit.  Please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm. 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]  Per our policy, Section A. Coverage #3 states that all units must come into the coverage in proper working order. The microwave unit that you have did not come into the policy properly.  It was in poor shape with the door skin loose, had a bad magnetron and high voltage transformer.  This is something that happens within a long period of time and your policy had only started 9 days prior.We do see that you have cancelled your policy with us therefore there would be nothing more that we could do to assist you.We do regret your frustration with this claim however CHW is in full compliance with our 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 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 lost 50% of Freon, which was caused from the King Valve leaking.  Please note that your policy coverage start date was 6/30/2017 and the last time you stated the unit was working properly was 7/21/2017.  The failure to your unit could not have occurred during the short lifespan of your policy as it takes time for this failure to develop.  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 have placed a onetime free service call onto your policy – this can be used on your next claim. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

I am rejecting this response because: Even on the Revdex.com website there  information is not accurate,  This is why I filed the complaint and is a clear indication of the level of service I received and it is why other consumers need to know.First, I was solicited by your company with the promise of a comprehensive warranty package. I moved from another warranty company and went with our plan. This transaction occurred on 3/20/2015, not 4/19/2015. On 4/27/2015, our microwave started to make a funny noise so I called for service. The technician came to the house and states the fan was failing and he would place the order for a replacement fan. Weeks go by and I hear nothing from the technician nor Choice so I called to check on the status. I was then informed that “Choice” deem it to be a preexisting condition. Now we had another issue, this time it was with our DTV shower. Choice rejected the claim because you did not cover the electric valves. There are no electric valves, there are just valves. The electical component on the system had nothing to do with valves that failed and the tech indicated that aswell.In good faith we purchased your coverage to obtain piece of mind, instead we received a migraine. The only resolution for us now is a full refund for the 2 months paid and a apology for the non service we received.

Complaint: [redacted]
I am rejecting this response because:This is a canned response that fails to consider or address the failure to honor the original cancellation commitment, the sales tactics and the assignment of a AC company that did not do their job. I also have photos of the coil that they claim was debris ridden showing to be it clean and the diagnostics from my own company showing they found no evaporator coil leaks as claimed. I believe the request very reasonable that CHW address the concerns and reimbursement request of the original complaint.
Regards,
[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], although this company is a complete rip off, I will accept this as my own fault.  This company will never fix any repair and will always find a reason not to replace or repair an item. I have cancelled the service and will let every realtor, family member, friend, and any one who is willing to list to NEVER use Choice Home Warranty!!!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 claim, we do see that the claim was not covered due to rust and corrosion however after you spoke with our Sr. Customer Service rep, she advised you that she would provide you with a goodwill gesture in the amount of $300 which you did accept on 5/31/17.  This goodwill gesture was to assist you with the claim.  CHW is not offering to cover the claim due to the failure is a clear exclusion of our policy.If you do not believe that this claim was diagnosed properly, you are welcome to provide CHW with a second opinion and our inside authorization department will review it.  Please have your technician contact us at ###-###-#### option 5 and then option 1.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 the claim you placed, the diagnosis was provided to us that the unit had failed due to a lack of proper routine maintenance. The unit has an internal failure of the compressor, when the unit is not properly maintained the unit will over work itself and overheat. This is a lack of proper routine maintenance. If you would like to provide us with routine maintenance records, CHW will review them and see if there can be a more favorable outcome for you. If you would rather have a full refund of the paid policy, CHW will provide that to you. You have paid a total of $520.00 for this policy and if you contact us, we will provide you with an agreement for us to provide this amount back to you.
We do regret your frustration with this claim; however we are in 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, it states that the thermal expansion valve is leaking Freon and per our policy, the thermal expansion valve is an excluded item. Please see Section D. Coverage #4 Excluded: “Thermal expansion valves”.This would not be a covered claim as CHW is not responsible or repairs that relate to this item as it is an exclusion to our policy.We understand that you stated that you had to file complaints for CHW to goodwill your units, in this case this exclusion is not something that we are willing or able to cover. Please understand that CHW will not be reimbursing you the cost of the repair for the unit.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.  We do appreciate your feedback as this does help us with our customer service and service providers. Choice Home Warranty was in full compliance with its terms & conditions.Best regards,CHW

Dear [redacted] B [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] CHW would need the address that this claim is under in order to review the complaint. However, we can state that our policy does not cover any failures due to rust or corrosion. If a lead detection test was required it was to find out if the rust had caused the leak, if so it would not be a covered claim.  If the rust was not a part of the failure then the claim would not be a non-covered claim.  However; this is just stating the policy and not reviewing your personal claim.  Please provide us with the claim number and we would be happy to review.  Regards,CHW

Dear Mr. [redacted],CHW has paid the technician for what he has invoiced us for.  This would be a discussion for the Territory Manger and the vendor.  I can assure you that CHW pays their techs according to the agreement that they have together.  Our offer for you still stands, if you would like to accept the offer from our previous response, please contact us.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because: I did not break my contract.  I had chw for one full year.  I was then on a month to month agreement per my phone call with customer sevice in May.  In May when I called regarding renewal I was told in would just be charged month to month until I cancelled.  I even tried to pay for a full year ahead of time and was told I couldn't do so at that time.  Thand goodness their less than efficient accounting department couldn't figure how to do it.  Their words....not mine.  So I counties paying monthly until my year was up.  Then I found another more reputable company to use.  
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 see that you placed a claim for your AC System on 5/12/16.  The technician that came to your home stated that the evaporator coil was rusted out and allowed the Freon to leak out due to this.  He stated that also there seemed to be an issue with the installation that needed to be addressed.  Per our policy, both of these issues are non-covered.  Please see Section F. Limitations of Liability #1 and #11, we do not cover for any failures due to rust or corrosion and we do not cover any failures that are due to improper installation.We do see that we did try to assist you with a goodwill gesture but it was declined.  We offered you $150 plus a free service call fee however; you did decline this offer.  We would like to assist you but the unit itself, the failures are not covered under our policy.Offer of $150 plus a service call fee is actually more than you would receive if you were to cancel. Please read section L. Cancellations. You would be provided the amount of months left on your policy, minus an administrative fee and minus any claims paid. 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]
We do see that you purchased your policy with CHW on 5/2/16 and that you attempted to place a claim with us on 6/1/16 for your AC System. Per our policy, Section A. Coverage #3 states that all units must enter the policy in proper working order.
CHW provides our customers’ with their policy number and a copy of the policy upon signing up with us. For any reason you did not receive the policy, we do provide it online as stated above for anyone to view also you can use the policy number with the email address that you used to sign in to the account center to view your policy. We do see that you did sign into the account center to place the claim; therefore you could have been able to see the policy as well.
We do apologize if there was any misunderstanding and we have reported this to the Sales Manager for him to review with the Quality Control Manager. A refund has been issued to you for the purchase price of the policy in the amount of $37.92. Unfortunately, CHW cannot pay off your cancellation fee with another company.
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],You stated that the technician broke the housing, and then you stated that you had the housing fixed but CHW should pay for the claim no matter what or else…  Our policy does not cover the housing because there is no mechanical use for that part; we do not cover any issues if the technician broke it because that would be negligence. CHW is not responsible for any part of this repair however we are willing to provide you with  a one-time free service call fee placed onto the policy. 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 compressor shorted to ground.  This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor.  This failure does not constitute normal wear and tear as there are many safeguards that work to prevent these types of failures.  In review of your policy, your coverage start date was 9/14/17 and you stated that the last time your unit was working was 9/28/17.  Please understand that a compressor shorting to ground takes time to develop and would not have occurred during the short lifespan of your policy. Per our policy, Section Letter A., Number 3. CHW requires all units to be in proper working order on the effective date of this home warranty contract. 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 policy, we do show that CHW has assisted you in previous claims in the amount of $410.92 for the claims that you had placed.  We do see that you placed a claim recently for your water heater and stated that it was not heating.  If we would have known that it was leaking, we would have advised you to review your policy that you received prior to the coverage date, to see that we do not cover the actual tanks.  This is stated in section D. Converge #4.We do understand your frustration and if you chose to cancel, please see Section L. Cancellations.  The payment of $420 that you paid for the policy would be pro-rated along with a deduction of paid claims and an administrative fee of $50.We do regret your frustration however; CHW is in full compliance with the terms and conditions of the policy.Sincerely,CHW

Complaint: [redacted]
I am rejecting this response because: it is inaccurate and misrepresents our dispute.  1. Service company was NOT [redacted].  It was Sheerkhan Services LLC.   And, not on 7/20/15 - on 6/25/15, so perhaps Choice is responding to a different complaint? In any case, technician was four hours late, spent 30 minutes at the house and the compressor was running (albeit with reduced Freon level) and the unit was cooling when he left.   Technician mentioned a leak, but NOT that corrosion had caused Freon to leak from the unit.   He never removed the condenser housing and inspected the unit, he only checked Freon level. Choice required us to have a leak test run, at our own expense.  Which we did.   2.  Compressor did NOT fail.   In fact, it was running when homeowner’s technician came to perform the leak test.    It is still operable.    There is a very slow Freon leak, as evidenced by the documented nitrogen test.    Compressor, condenser and evaporator are all available for inspection at the home.  There is still a significant amount of Freon in the system.  3. Choice states that corrosion was the cause of the leak, despite photographs which show no sign of corrosion.   Personal inspection by homeowner and homeowner’s technician also revealed no visible signs of corrosion.    When confronted with this evidence (and an offer to let Choice’s technician come back and inspect the unit together with homeowner’s technician), Choice stated that the unit was improperly maintained.  In fact, the filters were replaced 3-4 times per year until a HEPA filter was installed with the new humidifier in 2013, then the filter media was changed annually, as recommended.   The condenser coils were hosed down EVERY Spring with a “jet” stream of water from a garden hose and nozzle.   Unit was impeccably maintained.   .      4. When confronted with evidence in #3 above, Choice stated that restricted air flow caused high head pressure and subsequent stress cracking.  NOTE:  All these expert opinions were issued forth from Ike and others without a single close inspection of the unit by a qualified technician.  All the Sheerkhan technician did was check Freon level, at which point Choice demanded a leak test.   And then the technician left.      5. Even a 22 year old compressor has built in safety switch that shuts down compressor if discharge pressure or temperature approach maximum design values.   Due to low Freon level, unit did shut itself off before reaching set point, which is what triggered the call to Choice in the first place, thus demonstrating that the safety  switch protected the compressor as designed right up until the time the unit was isolated for the leak test.    The compressor was still operable (and, in fact, operating) until the breaker was thrown to de-energize unit just moments before homeowner’s technician isolated the system for the leak test.  KEY here is that Choice’s technician NEVER performed an inspection of the unit.  He checked the Freon level, period.   Only later was the compressor housing removed by homeowner for purpose of taking photographs required by Choice to support the claim. These photos, which we have sent 4 times, show no corrosion, because there is none. Attached is a copy of our website correspondence with Choice. At no time did they send a qualified technician to inspect the unit.   
We continue to invite Choice to send a technician to inspect this unit. We are having it replaced, but will retain the old equipment for their inspection. The claim that was resolved under this contract was for a dishwasher.  One resolved claim has nothing to do with another. 
Regards,
[redacted]