Bass Services, Inc.

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 we do see that we were able to assist you with the following claims:Claim # [redacted] on 12/26/14 for your MicrowaveClaim # [redacted] on 07/12/14 for your RefrigeratorClaim # [redacted] on 03/03/14 for your DishwasherClaim # [redacted] on 01/16/14 for your Refrigerator Claim # [redacted] on 11/10/13 for your Dishwasher Claim # [redacted] on 11/10/13 for your RefrigeratorWe are very sorry that you were not satisfied with the Goodwill offer that we were going to provide to you for your Plumbing issue.  Per our policy, plumbing systems do have exclusions and cartages’, fixtures and faucets are to name a few that you had an issue with.  Please see Section D. Coverage8. PLUMBING SYSTEM/STOPPAGEINCLUDED: Leaks and breaks of water, drain, gas, waste or vent lines, except if caused by freezing or roots - Toilet tanks, bowls and mechanisms (replaced with builder’s grade as necessary), toilet wax ring seals - Valves for shower, tub, and diverter angle stops, rinses and gate valves - Permanently installed interior sump pumps - Built-in bathtub whirlpool motor and pump assemblies - Stoppages/Clogs in drain and sewer lines up to 100 feet from access point. Mainline stoppages are only covered if there is an accessible ground level clean out, except:EXCLUDED: Stoppages and clogs in drain and sewer lines that can not be cleared by cable or due to roots, collapsed, broken, or damaged lines outside the confines of the main foundation (even if within 100 feet of access point) – Access to drain or sewer lines from vent or removal of water closets - Cost to locate, access or install ground level clean out – Slab leaks - Polybutylene or Quest piping – Galvanized drain lines - Hose Bibs - Drum traps - Flange- Collapse of or damage to water, drain, gas, waste or vent lines caused by freezing, settlement and/or roots – Faucets, fixtures, cartridges, shower heads & shower arms - Baskets and strainers - Popup assemblies - Bathtubs and showers - Cracked porcelain - Glass - Shower enclosures and base pans – Roman tubs - Bath tub drain mechanisms - Sinks - Toilet lids and seats - Cabling or grouting - Whirlpool jets - Whirlpool control panel - Septic tanks - Sewage ejector pumps - Water softeners - Pressure regulators - Inadequate or excessive water pressure - Flow restrictions in fresh water lines caused by rust, corrosion or chemical deposits - Holding or storage tanks - Saunas and/or steam rooms. The offer that we were going to provide you with was for the cost of the valve that we would have covered.  Unfortunately, the other issues were non-covered.  Our offer still stands and we will be happy to provide you with the reimbursement of the valve $200.  Again, the cartridge issue is still exclusion to our policy.We thank you for your feedback as it helps us improve our policy and our customer experience.Best regards,CHW

[redacted],According to our policy, if a customer goes to their banking center and does a “chargeback” for the payment that they have made to our company, the customer is committing fraud by not paying for a policy in which they had agreed to and agreed to the terms and conditions listed...

below: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.Your policy was canceled due to the fact that you did not ask for a pro-rated refund, you just went to your bank and stated that CHW took that amount out of your account for no reason.  Now the bank and CHW are in the middle of a dispute trying to prove that you did in fact request a policy with us so that you would have to pay the pro-rated refund.If you would like to contact your banking center and drop the chargeback, you can then send a letter to [email protected] or fax the letter to show that you have dropped the dispute in order for CHW to assist you with the cancelation of the policy.As of now, since there is a current charge back, we are not able to do anything further. The account is cancelled however the money is frozen.  Again, if you drop the chargeback, CHW can process whatever fees are due back to you if any and however if you do not, we are not able to do anything for you.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] After reviewing your AC claim, we do see that we have confirmed that the unit did fail due to rust and corrosion. However, CHW does not cover this type of failure. Please review section F. Limitations of Liability #1 and #8. We do not base the decision on the age of the unit, we base the decision on the diagnosis that was provided to us and then compare it against the policy guidelines. Unfortunately, the failure that you had on this unit was caused by rust therefore not being a covered claim.
We do see that or company offered to provide you with a goodwill gesture of $250 to assist with this claim. This is not a covered claim and therefore we are providing a good faith effort to assist and we cannot provide you with the entire amount of the claim. We will be happy to increase the amount for you to $300; however that is the most that we have offered for a non-covered claim. Please note, since we are changing the amount, the check will take longer to send out. The date that it is being adjusted is 6/18/16 and the check does take 30 days to process. As a second goodwill gesture, we have added a onetime free service call fee onto your policy to assist with the next (if you should have) claim.
We have also emailed and mailed you a policy for you to review. This can also be found by going through the customer portal, placing your policy number which is [redacted] and your email that is attached to the policy.
We sincerely regret your frustration with this claim; 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 the refrigerator was not a covered claim due to Viking, the maker of the unit stated that this was not the serial number of one of their units.
We do apologize for any delay in responses or hold times. Due to the holiday we are experiencing high volume of calls.
In regards to the administrative fee of $50, if you would like for us to provide this amount back to you, please sign and return the agreement sent to you via email from our Customer Advocate. Since you have already cancelled the policy, we would only be able to provide this to you with the agreement signed.
We do regret your frustration with this claim; however we are in 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'd like to take a second to review the merchants response. As a consumer, I was offered an amount that was far less than the cost of a new dishwasher. So the options I had were to either accept the amount or leave the claim open, and no resolution. The merchant makes the comment as if I was satisfied with the $250 offer, which I wasn't and I'm still not at $300, but what other option is there? If I were to follow the money trail, I was originally told $179 and that they couldn't go any higher. I was then told $250 and no higher. I asked to escalate and was told that's it. Now it's $300, and that's it..........or is it? As a consumer, I don't know and would rely on the assistance from the Revdex.com. As for citing the terms, it's one thing to post a sign or note on a board and say you're compliant. It's another to stand behind the member and provide exceptional service. That's the difference between a business and better business. My best recommendation would be for a disclosure to be part of their sales pitch, advising the customer that in the event of a replacement, it's subject to the discretion of the company. 
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is unsatisfactory to me, but have no other alternative.
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 show that you purchased this coverage on 3/22/16 which means that your policy had begun on 4/22/16. You placed your claim for your Air Conditioning System 10 days after the policy began.  Per the terms of the policy, it states in Section A. #3 that all units must enter the policy in proper working condition.  It also states in Section F. Limitations of Liability #1 that CHW does not cover failures’ that are known or unknown pre-existing issue to the policy.Your unit had a failure that could not have happened within the time frame of the policy; therefore the claim was not covered.If you disagree with the terms and conditions of the policy, CHW will be happy to provide you with a full refund of the policy in the amount of $77.50.We have documented the account, if you would like to cancel the policy and receive this onetime offer of a full refund, we will be happy to provide you with the refund.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 there was internal failure in the compressor.  This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor.  This failure occurred from 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, in which you were not in agreeance.  If you would like to further dispute this claim, you may submit your proper routine maintenance records to [email protected] for review OR you may get a second opinion at your own expense.  If you choose to get a second opinion, you submit the detailed invoice that shows the diagnosis to the email above for review. If the outcome from either the maintenance records or second opinion are different, we would adjust the claim accordingly. 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 for your AC system, we do see that the unit had a leak that caused Freon to leak out.  The leak was caused by corroded areas of the unit.  Per our technician it was advised to us that the copper does corrode and it causes pin holes in the copper which then will cause the unit to leak. Per our policy Section F. Limitations of Liability #1 and #8 state that CHW does not cover failures that are cause by rust or corrosion. We do see that we have offered you a goodwill gesture in the amount of $200 to assist with this claim however you have declined our offer stating that you believe this to be a covered claim.  In this event, you are more than welcome to provide a second opinion to us and we will review the new diagnosis.  We are not able to provide coverage for this claim with the diagnosis that we have. We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy. Regards, CHW

Complaint: [redacted]
I am rejecting this response because: I am rejecting this due to statements made to me by the technician that came out to see the problem.  After his review he indicated there should be no problem in Choice warranty approving the work as there was not anything I could have done to prevent this.  He talked to Choice Warranty multiple time trying to get them to understand while there was a short it was not due to a heat build up.  The technician is emphatic that the problem was not due to the unit getting hot.  The tech also stated he heard the Choice warranty rep say he was going to find a way not to approve this claim.  I find this is a poor way to do business.  If you would like a statement from the the local rep I will get one for you.  The local tech again stated the problem was a broken component not heat.  I did in fact cancel the contract.  How can anyone continue to do business wraith a company that does business in this manner.  Thank you 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Emails forwarded to [redacted] are rejected as undeliverable. The emails continue to come. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The green substance on the fittings is not corrosion it's tarnish copper gets tarnish when exposed to water on the outside of the fitting it's just like silver gets tarnished
Regards,
[redacted]

[redacted]We do understand your frustration and we do see that the check was mailed to you on 3/22/17 and if you haven’t received it, please contact CHW to verify the billing/mailing address.  After 90 days, we can reissue the check for you without cost, if you would like to pay for the stopping of the check, then it will cost $35.00. Please call ###-###-####.We do appreciate your feedback and we have reported the customer service experience with our Quality Control department.CHW

Dear [redacted]We do apologize if anyone in our company was rude to you in any way.  CHW does not condone that behavior.  Also, we would not respond to complaints from the Revdex.com if we did not feel as though it is worth it to our customers and company.  As far as paying for ratings, I can assure you, CHW does not pay for the ratings.  In response to your claim for the water heater, we cannot process a claim that is a non-covered failure however we would like to offer a goodwill gesture to you in the amount of $150.00 to help with the repairs.If you would like to accept this, please contact us and we will send you out a release agreement that allows us to provide you with the goodwill gesture.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]   A review of the claims shows that it was handled according to the policy. The diagnosis that was received by the technician that was used to make the claim determination was that the unit had major failures that demonstrated lack of proper routine maintenance. The unit was out of Freon and had a major leak in the coils. This is something that would have been caught and addressed during regular routine maintenance of the unit. CHW is not responsible for repairs of cosmetic defects or performance of routine maintenance. Section Letter F, Number 12 of the policy 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”. As indicated when you spoke with the CHW representative, you are invited to obtain a second opinion at your expense and CHW will review the claim. At this time, CHW did offer a goodwill gesture of providing a payment of $150 to assist with the repairs of the non-covered claim. Please call the customer service team at CHW if you would like to have the funds sent to you at ###-###-####.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear Mr. [redacted],
We do apologize for the miscommunication; we have requested that a check in the amount of $230 be expedited to you as quickly as possible. We do see that you are working with one of our managers, Regina who will be able to assist with the proper dates for you.
Thank you,
CHW

Thank you for providing the maintenance records to CHW for review. The documentation that was submitted is not sufficient as it does not validate that the unit received the proper routine maintenance. The routine maintenance records should display information that includes amperage readings, pressure levels, etc. the check list that doesn’t have any unit information or address information is not sufficient. The policy outlines in section Letter F, Number 12 that 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.

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 evaporator coils were leaking Freon due to a lack of proper maintenance.  When the system is not properly and routinely maintained, debris builds up on the unit causing excessive pressure and degrades the composition of the coils, resulting in Freon leaks. 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, in which you were not in agreeance.  We strive to provide the best customer experience, therefore we offered you funds in the amount of $250 of goodwill to assist you on the non-covered claim.  You advised that you wanted to think about it and give us a call back.  If you would like to accept these funds, please speak with a Senior Claims Specialist 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

[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,
[redacted] In Addition,I received the Choice Home Warrantee reimbursement check in the amount of $400 on 7/25/16.  Therefore this issue is resolved.

Dear [redacted] We do regret your frustration, however, your refund was based on a prorated amount as per our policy which states in Section L of Cancellations: This 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.   Please note that CHW did not charge you for a leak test and as stated in Section Letter D, Number 4, we do not cover “leak detections.” Per your request, Choice Home Warranty has cancelled your policy as of April 19, 2017 and processed your refund.    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] A review of the claim shows that it was processed according to the policy. Based on the diagnosis we received, it stated that the system was in very poor condition when unit and not properly maintained.  This caused the components of your heating system to short out and melt. A lack of maintenance causes the unit to over work and the component to overheat and short out.  Per our policy, Section Letter F, Number 12, we do not cover failures due to a lack of maintenance. Our Sr. Claims Specialist advised you the outcome of the claim, in which you were not in agreeance with.  We advised you that you were more than welcome to get a 2nd and if the outcome of that diagnosis was covered, we would adjust accordingly.  Our Sr. Claims Specialist also wanted to provide you with a goodwill gesture, however you disconnected the call.  We then sent you an email to give us a call back.You did get a second opinion, in which the diagnosis confirmed that the system was in poor condition as the wires were found “burnt.”  The replacements needed for the system were the breaker, heat kit, and wire.  Your system also needed new lines.  Per our policy, Section Letter D, Number 7, we do not cover rerunning of new wiring.  Please understand that a lack of maintenance is what cause the components to overheat and short out. Our Sr. Claims Specialist informed you about the outcome of the claim stands as non-covered due to a lack of maintenance, in which you were not satisfied.  You stated that you wanted to cancel your policy.  As we strive to provide the best customer experience, we offered you a free service call fee as well as goodwill gesture in the amount of $250 on the non-covered claim, to keep your policy.  You agreed and accepted the funds.  We advised you that it is a 30 day process before the check is mailed out.  This process started February 24, 2017.You contacted on us March 17, 2017 to cancel.  Our Customer Solutions Specialist advised you that the $250 goodwill gesture for the non-covered claim was to keep your policy open.  You stated that you “didn’t care and just want to cancel.”  Per your request, we cancelled your policy.  Please understand, that the goodwill gesture was to assist you on your non-covered claim and keep you policy open.  Since you cancelled your policy, the goodwill funds will not be mailed out.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW