Bass Services, Inc.

I am rejecting this response because:this response is something made up to sound good and to try to cover the scams that this company is committing on its customers. When I spoke with the customer service representative I told her that the water was running, not leaking, but running from the bottom of the tank. That clearly states that the problem was the tank itself. Besides, why did the manager state that he would credit me my next service fee, if he did not feel that a mistake was made on their part. The refund is not as important to me as putting a stop to the way this company is treating its customers. I have contractors that have stated how unfair this company is when it comes to servicing its customers for certain repairs. Now I am in search of other customers that has had similar experiences with this company. I am rejecting their response because this company is not only scamming people of their hard earn dollars but the customer service is also horrible. Once the recordings from my calls are exposed, the truth will come out for sure.

Complaint: [redacted]
I am rejecting this response because:
The company that did the maintenance on the unit called choice and tild them in detail the work he preformed. He said that proper maintenance was preformed on unit. The Choice rep. Admitted that the coils going out was due to the age of the unit. It states clearly in the contract that they do not refuse warranty due to the age of the unit. We did proper maintenance on unit as asked by Choice. Now that there is an issue with the unit because unfortunately no unit lasts forever, they are refusing to fix it.
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 the claim shows that CHW did process the claim accurately. Section Letter C, Number 2 of the policy states, “Upon request for service, we will contact an authorized Service Provider within two (2) days during normal business hours and four (4) days on weekends and holidays. The authorized Service Provider will contact you to schedule a mutually convenient appointment during normal business hours”.  The claim was placed on 11/19/16. On 11/21/16, CHW made you aware of an alternative option that is offered that will allow you to secure your own technician and be reimbursed according to the guidelines provided that include:  CHW reimbursing the technician at the CHW rate, the technician being paid upfront for the work completed, prior authorization sought from CHW before work completion, 2 days to process the reimbursement form and it takes 30 days to process the check. However, at this time, it appears that a technician has already provided a diagnosis to CHW. The failure is being caused by a leak from the tank. Section Letter D, Number 6 of the policy indicates that CHW is not responsible for repairs related to the storage or holding tank, as a result, the claim is not covered. CHW attempted to reach out to you via telephone at 2:41pm on 11/21/16 to provide the diagnosis but didn’t receive an answer. An email was also sent. Please call CHW customer service team 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

Dear [redacted],We do regret your frustration however we are not able to change the outcome of the claim with the diagnosis that we were provided with.  We are willing to provide you with a refund of the policy and subtract the amount that CHW has paid out to provide a refund of $260.00.If you would like to accept this offer, kindly please call us at ###-###-#### and we will provide you with the agreement to receive the funds back.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because: You have been provided evidence by both [redacted] and [redacted] that both technicians testified that the problems that we experienced with this heater have nothing to do with maintenance or rust or corrosion.  I included the information in the body of my responses to you, and I have emailed you copies of their emails.  Your company has tried to establish any "supposed form to reject this claim".  CHW has never had an attitude of "lets try to find a solution for you dear customer".  Why hasn't CHW send a new technician to give us a third opinion or to see if they can repair the problem?  Instead your attitude has been one of "tough luck, we are sorry if you have not had any heat since 11/30/2016, we declare that is rust and corrosion or lack of maintenance and we won't do any thing to help you".  This has been CHW's attitude.  So for your knowledge, I didn't stand there with my hands crossed like you have.  I called my homeowners insurance company and they just as [redacted] and [redacted] did, diagnosed the problem as wear and tear, not maintenance and not rust and corrosion.  In addition, I called a new technician to my house, they fixed the problem with the electrodes.  They were able to use an adjustment system and replaced the electrodes with another brand, because the electrodes for that particular furnace are not made anymore.Your company owes me for the following:  I paid [redacted] a fee of $95.00 for the service fee, you need to reimburse me for the difference.  I paid them for maintenance that day and that I understand is something I have to cover, is my cost.You owe me for the service fee that [redacted] charged me on 12/16/16.  (My understanding is that I need to cover one service fee per claim, correct me if I am wrong and tell me where in the contract that is stipulated).  You owe me for the service fee that I got charge on 12/17//16 by [redacted] and for the repairs that were done that day, [redacted] technician called your approval office while he was at my house and I heard when the authorization department approved the repairs.  I was there and listened to the entire conversation.On January 17, 2017 I had [redacted] at my place and they fixed the problem.  I am going to include here their invoice and the technician's report.  You owe me for those charges, there was a service fee, labor and parts.  I will send you the paperwork for reimbursement.  I feel that CHW should reimburse me also for the maintenance that was performed on 12/16/16 by [redacted] as good faith to me as a customer, for all the pain and suffering you have cause me for lack or responsibility and lack of acting on behalf of your clients when they need you.  You basically left me in the cold and didn't care if our furnace was working or not.  Your company CHW decided that this claim was not cover and that was it!!!  Nobody has lifted a finger to help me, and your basis for denying this claim from the first day are false.  I believe you should actually be covering for all the expenses this problem has caused me.  CHW has not acted in good faith.  This is wrong practice in your part.This system would only allow me to add a certain amount of documents, but these ones clearly state that there WAS NO RUST OR CORROSION AND THAT THE FAILURES HAVE NOTHING TO DO WITH MAINTENANCE.    I have pictures of the unit now and can also send them to you, the furnace is completely clean and well maintained.  You need to refund me for ALL THE EXPENSES I have incurred so far related to this problem, except for the first maintenance charges.  My understanding from talking to the claims department last 1/11/2017 is that if the technician arrives at my property after CHW authorization department's after hours, I can have the technician repair the furnace and get reimburse.  [redacted] technician arrived at my house on 1/16/17 at approximately 7:00 pm under severe snow conditions, and he had to repair the unit right then and there so we can have heat.  We have not had heat at my house since 11/30/16, that is 50 days!!!  And now we have heat, and is not thanks to CHW.Regards, [redacted]###-###-#### 
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/user-agreement/. 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 multiple control issues, water damage, and dirty evaporator coil.  The pictures we received confirmed that the unit failed due to a lack of 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 can submit your routine maintenance records to [email protected] for review.  If the records prove that your system was effectively and routinely maintained, we would adjust the outcome of 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 heating claim, it was stated that the heat exchanger has a flame roll out and this showed that there was a crack.  The technician advised us that the units exchanger was rusted threw and due to this it failed.  Per our policy, Section F Limitations of Liability #1 states that CHW does not cover failures due to rust.In regards to cancelling your policy, since you had one other claim with us and it was an approved claim that CHW did cover; please see Section L. Cancellations.  If you cancel the policy you would have to pay for the amount that CHW paid for the covered claim, minus the administrative fee.  Our policy is not only on our website for anyone to view but our customers have 30 days before the policy begins to review the terms and conditions to ensure that they are in agreeance and if not, they are able to cancel for a full refund.We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW

Complaint: [redacted]
I am rejecting this response because: As in the response from CHW that the compressor locked up because of no minor maintenance performed on unit is inaccurate and completely false. On the 3 separate times that each technician came out to fix various issues with the a/c compressor or unit no once did any technician verbally or in writing state that the reason for such failures was because of "lack of minor maintenance". The last time a technician came out to assess the unit because of the unit not working did he state that the compressor locking up was due to no minor maintenance being done on the unit. Choice home warranty in fact disregarded what the a/c repair tech had told them and what was written on his report and made that decision based off of their department that reviews the a/c technicians notes. The technician gave us his legal written explanation which I will provide in court and not once did he mention in writing or verbally that the compressor failure was due to a lack of minor maintenance. CHW made this assumption because the repair cost was high and not a cheap fix like the last failed band aid fixes CHW happily paid for because the price was low. On one visit by the a/c repair tech our co-pay was more than total repair costs. The last a/c tech that came out told us that since the unit was over 10 years old regardless of yearly maintenance it failed because of age of unit and cheap brand that was used. Again, we are taking this to the local media to warn other home owners of the unlawful act of CHW and have already contacted and filed a complaint with the Texas Attorney General's office. As military members we have also contacted many military channels to warn military members to stay away from Choice Home Warranty.
Regards,
[redacted].

Your refund was processed on 10/12/15 at 10:29 AM in the amount of $ 70.00, we also provided you with a second refund of $35.00 on 10/18/15 at 03:50 PM. Kindly check with your bank as this was processed and credited back to your credit card.

Complaint: [redacted]
I am rejecting this response because:  The timeline of events is not accurate.  An appointment with a technician was not originally made for at least 4 days, following my original claim.  The time it took to actually make the appointment, was between myself and the technician.  His choice to cancel and not notify me until he was hours late for our appointment, is also not directly the fault of CHW.  However, your reluctance to escalate the issue and to find me another technician is your fault.  I filed an additional claim on that Friday and I did not hear back from CHW until almost Wednesday.  The icemaker has zero to do with my complaint to the Revdex.com either.  If it isn't covered, then it isn't covered.  Additionally, why bother transferring policies, if you cannot refund the policy to the CURRENT owner of the policy?  If I have a problem, and I am not satisfied with how my claim was handled due to the fact that is was outside of your own parameters, then I should reserve the right the cancel and I should be refunded.  Not the original owner of the policy who has nothing to do with our business any longer.  It is a loop hole you have installed, that further makes your company look shady and less than honest.
Regards,
[redacted]

There was water coming out of it. I don't know how it got full so quick, but it certainly did!!
Regards,
[redacted]

Complaint: [redacted]
 
I am rejecting this response because:I have fix the issue by my self, it because the shaby work the contractor did, they didn't restore the valve tightly.   But I am very dispoint on your attitude by not protecting your customer from contractor, just want to put it in a new case. My another request is refund $67.5 not fulfilled.  Since the remove the toilet is the neccesary step to fix the pipeline congestion.   I have to pay 67.5 on that time because the contracter is waiting the site,  I have no choice.  When you sell your policy, you make a lot nice promise, but hide some many tricks in your policy. Your ads and promo always says you put customer satisfaction on the 1st place.  Now, I tell you I don't satisfied on your service.  If you want price your policy in a higher price or any surcharges,  please note it clearly IN ADVANCE!!!
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 system was low on Freon.  Your system being low on Freon indicates that there is a leak somewhere in the system.  When the leak is not visible, a technician must perform a leak test.  A leak test would determine the location and cause of the leak, and in addition, the technician would take pictures of the location of the leak, the indoor and outdoor coils, and the model and serial number of the unit.  Per our policy, Section Letter D, Number 4, we do not cover leak test.  You agreed to have the technician perform a leak test. The results of the leak test stated that there was rust/corrosion found on the evaporator coil that caused the coil to form holes which led to the Freon leak.Per our policy, Section Letter F., Number 1, CHW is not liable for “…malfunction or improper operation due to rust or corrosion of all systems and appliances…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not in agreeance.  We received your supporting documents which you sent to us to dispute the claim.  Based on the review of your documents, the outcome of the claim stands.  We strive to provide the best customer experience, therefore we offered you to funds in the amount of $500 to assist you on the non-covered claim.  You rejected this offer and requested to cancel.  If you would like to cancel your policy, please contact our Customer Solutions Department directly at ###-###-#### Monday-Friday 9AM to 6PM ESTWe do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted],We do apologize for the inconvenience this may have caused you.  We have contacted our IT department to remove your information from our do not call or email list.  Please allow one week your information to process. If you continue to receive...

solicitations, please forward the email to us at [redacted], so we could revisit the issue. 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 see that you had placed 3 claims with our company.  Two of the claims were approved for repair.  The garage door opener claim that was placed on 9/12/15 and the pluming claim that was placed on 1/5/16.  We do see that you had a claim for the air conditioning system and we do regret that this claim was not covered per the terms in our policy that state that any failures due to rust or corrosion are not something that we cover.  The leak that the unit had was coming from the U bends which was rusted.  Please see Section F. Limitations of Liability #1 & #8 that state we do not cover any failures that happen from rust.We do see that you have already cancelled your policy with us and since you were a monthly customer and paid for each month as needed, we do not have any amount to refund you back.  If you had paid for the policy for a year or more in advance we then would have money to refund you but since you paid as you went along and during the months that you had our services you did use them.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW

Complaint: [redacted]
I am rejecting this response because:
We have proof from a certified plumber that the drain valve was NOT the reason that the water heater was not working. The flooding was caused by the water heater going out, unable to hold water. Again, Choice Home Warranty has refused to look at our plumber's paperwork stating the reason the water heater was leaking. This claim was not processed correctly.
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 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...”  If you would like to further dispute this claim, you can submit your proof or maintenance records to [email protected] for review.  If your records prove that your unit was properly and routinely maintained, we would adjust the outcome of the claim accordingly. 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: I had to call another company and have an electrician come out and repair the ceiling fan after I had already paid Choice Home Warranty $45.00.  Choice Home Warranty did not fix the problem and if had I had not have had another company come out the ceiling fan would still be broken. I am wanting others to know that this is something they might encounter. I am not sure how the electrician they sent out to the house made their list but he will surely not be coming back to my house for any electrical problems. Choice Home Warranty needs to know that the technicians they send out to peoples homes is a reflection upon their company. The problem is fixed but it was not corrected by Choice Home Warranty.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 www.choicehomewarranty.com/useragreement.   A review of the claim shows that CHW did process the claim accurately. The initial diagnosis which was received was that the unit needed to have a new control board. This was covered and the technician was paid to complete this. The technician then advised that the incorrect control board had been placed into the system which was causing it not to work. Section Letter F, Number 11 of the policy indicates that CHW is not responsible for repairs related to improper installation. This is something that would need to be addressed with the technician that did the installation. Section Letter F, Number 19 of the policy states, “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. You also agree that we are not liable for consequential, incidental, indirect, secondary, or punitive damages”. Please contact the technician that cared for this.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

I do apologize about the experience that you had with CHW.  Please rest assured that your policy has been cancelled and the email did go out to you on 4/20/15 along with the full refund back to your credit card.  You should see this credit within 5-7 days.  I have copy and...

pasted the email for you.Date: 04/20/15Sender: Subject: YOUR CHOICE HOME WARRANTY HAS BEEN CANCELLED Body: POLICY #: [redacted]Dear [redacted],Please be advised that your Choice Home Warranty policy covering the property located at [redacted] has been cancelled in accordance with the User Agreement located a www.ChoiceHomeWarranty.com. An applicable credit of fees associated in Section XI of the User Agreement will be issued to you within 15-30 days.Keep in mind; when your Choice Home Warranty account is cancelled, you will be responsible for all repair costs that arise. To reinstate your service, please contact our customer service department toll free at 1-[redacted]. Thank you for allowing us to assist you.Sincerely,The CHW Team Best regards,CHW