Bass Services, Inc.

Complaint: [redacted]
I am rejecting this response because: while CHW feel that they are in compliance, we strongly feel that they are not. They are using excuse of lack of maintenance to avoid paying the claim. If we didn't maintain our system it would not have lasted 20 years - far longer than the average lifespan of a HVAC system. We did consumer review research and while they may get good reviews for repairs to lesser experience appliances we found multiple complaints from other homeowners that experienced pretty much what we have from CHW - no maintenance  to avoid payin claim. Unfortunately we just did the research - had we done it before, and not just believed CHW's advertising, we would have bought the policy in the first place.We will be looking for the return of our premium which I hope is very soon. And confirm we do want our policy cancelled.  And we we let anyone who will listen know our VERY POOR OPINION OF CHW.   
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: As you know [redacted] the vendor you sent to my house provided you with the same feedback that the failure was due to normal wear and tear and I offered to have a conference call with your representative and [redacted] to ensure we are all on the same page, you all declined to have that conversation....not sure why...? perhaps because you all did not want honor the contract and pay for repairing the compressor. It doesn't give me any confidence that this attempt will be any different. What you all told me was that regardless of what the expert says, it all depends how you choose to interpret the findings hence you won't pay, which I believe is not correct. I can have the new company call you only if you agree to reverse your decision based on their findings, and not give the same answer that you gave the first time. Please let me know - thanks! 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
They accepted the word of a second party [redacted] [redacted] who they assigned as a technician to do the work required he lied about the leak problem , there was none thanks I think I need to get professional assistant .
Regards,
[redacted]

Dear [redacted],We do apologize on behalf of the technician, we assign a tech to the claim and it is their responsibility to keep the appointment with the customer.  We have documented this in their file for the Territory Manager to review with them and action will be taken against them for not showing up.We are happy to hear that your claim is resolved and as a goodwill gesture we have placed a onetime free service call fee onto your policy for the next claim that you may have.Thank you,CHW

[redacted],Upon review of your claim, it shows that the control board shorted out causing the wire harness to melt.  The wire harness shorting out caused the control board to fail; this is considered to be secondary damages which per our policy we do not cover. Please review Section F. Limitations of Liability #19.  We do however cover the main failure of the wire harness and the labor and you would be responsible for the remainder of the claim.We do understand your concerns and if you have any further questions, please feel free to contact us at ###-###-####.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because: the sales rep never mentioned a cancelation fee.  Other things like other fees for leak test and other things were never disclised!!!! You signed me up,  charged my card, and disclosed all fees after the fact. Not to mention, the poor interaction tgat I had with the mechanic you sent. Your resolution is totally unacceptable 
Regards,
[redacted]

I am rejecting this response because:
The company that do service my A/C unit twice a year came out and found that it was not in fact my compressor. It was noted that the tech that came out did not place any freon in my unit and that there was an exposed wire that was replaced (which according to them) is not unusual as the units are constantly running and wires find themselves freed. My System was misdiagnosed by the company that CHW hired therefore they chose not to pay for the service. I also had to pay my A/C company another $65 to correctly identify the problem. They knew there was nothing wrong with my unit because as I stated earlier they service both of my units twice a year. I have never had a freon leak nor have I had any major problems with my unit. My unit is working perfectly fine now and the tech they sent claimed I needed a completely new unit.

I received the check from CHW today and am happy with [redacted] resolution. Thanks for your help.[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], and find that this resolution is satisfactory to me. However, we sent them maintance records where the unit had been well maintained and the tech said the unit had normal wear and tear. We will take the $1500.00 and be happy with not doing business with them ever again.
Regards,
[redacted]

The cancellation email has been sent again to the address on file which is the address listed in the complaint. The account is no longer active.  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]Do you need a copy of CHW  release agreement?

Complaint: [redacted]
I am rejecting this response because: the tech that Choice sent out said the system was well maintained and there was no way to prevent rust because it was due to normal wear and tear. Also, there is no one from Choice working with 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 Upon review of your policy, we see that your policy began on 11/22/12 and that a policy was sent to you when you purchased the policy on 10/22/12.  You paid $350.00 for a year of coverage and CHW has paid out $372.56 in claims.  In reference to your water heater claim, it is stated in the policy that you can view online or in the customer account center that we do not cover the tanks. The tank is does not have a mechanical issue and it is not a mechanical failure that happened with the tank.  A holding vessel does not have any function besides holding the water therefore we do not cover the tanks.  It is also stated in Section D. Coverage #6.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW

[redacted]Please see Section F. Limitations of Liability #99. We have the sole right to determine whether a covered system or appliance will be repaired or replaced. We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color.CHW offered you exactly what we stated in our policy that we would. In turn you had declined this unit and therefore we provided you with the funds.We do regret your frustration however; CHW is in full compliance with the terms and conditions of our 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.Upon review of your claim, it does show that it was processed in accordance with the terms and conditions of our policy. We do see that you stated that the door on your unit was having issues as well as the lights.  Please review the policy as it does state that we do not cover anything that does not have a mechanical function as well as specific items such as the doors.  However, if you would like for us to send a technician out to your home with knowledge that we do not cover this failure that you have, we will be able to and you will be responsible for the service call fee.We do see that CHW has assisted you on previous claims and we do look forward to assisting you on future claims. If you would like to place your claim, please contact us at ###-###-#### and we will dispatch a technician for you again, you will be responsible for the payment of the repairs as well as  a service call fee. We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

[redacted]We do understand your frustration however CHW cannot provide a technician for a unit that you had installed by [redacted]. We suggest that you contact the person or company that installed it since it was not done through our company.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]   Please accept the apologies of CHW for the misunderstanding and miscommunication regarding your policy and the limited roof leak coverage that is offered as an optional service. The policy was purchased on 3/18/16 with an effective date of 4/18/16 and the policy was sent for review. The policy that was sent indicates all of the coverages that are effective including the additional optional coverage on the septic tank. Notes indicate that you have spoken with a manager at CHW that provided you with the information needed regarding the limited roof leak. Please call the customer service team directly at ###-###-#### if you have any questions, however, at this time, this is an optional coverage that wasn’t on the policy.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted]Your refund is still processing as it may take up to 15 business days for the funds to be returned.  For further questions or concerns, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST.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 policy shows that any fees have been voided.   Regards, CHW