Bass Services, Inc.

Complaint: [redacted]
I am rejecting this response because:The claim is false.  I have found the recite that it clearly says my unit was service and in great condition back in May 2016.  I have called them on Last Sunday after I had found my recite. I told the representative that I got the paperwork that shows the service after they were denying over not being service.  They still denying it over what basis after I my document of service the unit and it good condition!.  The unit has been service and cleaned in May of 2016 and it clearly says my unit was in good condition. I can fax the recite to them.  They first respond was that I have not service it and that why they denying. Now I have found the recite that shows it was service and good condition by a licence and bonded company back in May 2016 they still clamming on what on their word instead of prove of service!.  It's motor has gone bad over wear and tear and it's in their contract to be covered. If they think my unit has as contract says it's not cover why and in what basis their representative offer me $100 to fix it myself!  There was no reason they would have offer me any money if they were in believe that what are they claiming! their voice is taped when they have told me that they offer me $100 just in case.
Regards,
[redacted]

A review of the claim shows that CHW requested that a proof of repair be submitted. However, what was submitted was a temporary fix to secure a leak. An invoice was sent to CHW indicating that Freon was added to the system which is not a valid repair as it will leak out again. The leak was obvious when the Freon was added. What was requested was documentation that would indicate that the leak had been secured, fixed properly and would result in further coverage.   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]
* Upon review of the claim it appears that the claim was handled in accordance to the policy section Letter F, Number 19 which indicates that CHW is not responsible for repairs related to secondary damages. There was a bad thermal expansion valve that caused restriction in the proper flow of Freon. This will cause the Compressor to overheat and run with excessive pressure. As a result this is not covered as it is secondary damages caused by the thermal expansion valve.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

r,We would like to investigate this complaint but in order to move forward you will need to provide one of the policy numbers of the 7 locations that you have stated in your response.  Thank you,CHW

Dear [redacted],We regret to hear your frustration. In review of your policy, due to your “past due” status, your check that was to be mailed on out on July 15 has been cancelled.  Please understand that our checking system is automated and if an account falls in the status of:...

cancelled, past due, inactive, or expired, the check will automatically cancel. We also show no record of the completed survey.  We recommend that you contact us directly in the future to resolve the matter immediately. Although we do not have record of your completed survey, as a goodwill gesture, we have waived this month’s payment of $40.00 and will reissue your check in the amount of $230.00. Please allow 5-10 business days to process before the check is mailed out.  If you have any further questions or concerns, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday -9am-5:30pm 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].   Please accept the apologies of CHW with the delay in obtaining a technician who is able to provide the necessary service. As indicated in section Letter C, Number 2 of the policy, “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”. We were able to dispatch a technician on 11/18/16 for the claim that was placed on 11/17/16, however, it appears as if the technician didn’t have hours conducive to your schedule. CHW does offer a reimbursement option which was presented to you and is available for all claims. At this time, records indicate there is an appointment scheduled to have this issue resolved and you have been provided with a free service call. Please call the customer service team directly with any questions at ###-###-####.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted]
We regret to hear your frustration.  Please understand how our dispatch system works.When you place a claim, our system automatically dispatches the claim to the best available technicians in your area.  Once a technician accepts the claim, you will receive an...

automated email and voice message with technician’s information.  At that time, you can reach out to the technician to schedule an appointment or you could wait for the technician to reach out to you to schedule an appointment. Please note, that if you are unsatisfied with a technician, you do have the right to request a new one, in this case, you did not.  In review of your policy, we do see that this technician was dispatched to your home three times on three different claims, however there is no prior documentation that you were not satisfied with the technician or that you did not want the technician to come to your home. You are always welcome to use our reimbursement option as well.  This would mean that CHW would provide you with a reimbursement form and you would contact the technician of your choice, they would contact our inside authorization with a diagnosis of the issue.  CHW would then advise the technician if the claim is or isn’t covered and if it is, they would provide an authorization number to the technician.  However, if the claim is not covered or if you have work completed without authorization, CHW will not pay for any part of the claim.  This is stated in Section C. Service Calls #3CHW would never want you to be upset with the technician that comes to your home nor do we condone any rude behavior.  We will report this to our Vendor Relations Manager who will then speak with the technician about his manner and tone.Our Claims Intake Specialist did advise you that upon the technician’s arrival, you are to pay your service call fee of $45.  Per our policy, Section Letter C, Number 4, it states the service call fee must be paid on every claim placed. You expressed your frustration to our Sr. Claims Specialist in regards to the technician’s performance.  As we always strive to provide the best customer experience, we issued you a goodwill gesture for a free service call fee to be used on your next claim.  At that point, you requested to cancel.  Per your request, Choice Home Warranty has cancelled your policy.  You are not entitle to a refund per our policy, Section Letter 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.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 the unit was completely empty on Freon due to a rusted and corroded evaporator coil.  Please note that the pictures we received, it confirmed the rust and corrosion.  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 due to your dissatisfaction, you requested to cancel your policy.  We strive to provide the best customer experience therefore as a goodwill gesture, we offered you a free month and free service call fee.  You declined this offer and insisted on cancelling. Per your request, your policy has been cancelled as of 9/13/2017 and your refund of $40.00 is processing.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

[redacted], We do regret your frustration however, CHW does not cover any cost of repairs for failures due to rust or corrosion. We have offered a goodwill gesture to you in the amount of $150 towards this repair, if you would like to accept a full refund of the paid policy, we will be happy to provide you with that.Please contact our customer service department and we will provide you with an agreement that states that we are offering you a full refund of 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 that the ice maker bucket was pushed back and caused secondary damage to the ice maker arm.  In addition to that, it also caused secondary damage to the ice maker sensor and wire harness to both short out.Per our policy, Section Letter D, Number 3, the ice maker bucket is not covered. Per our policy, Section Letter F, Number 19, CHW is not liable for “…secondary damage”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel due to your dissatisfaction. You spoke with our Customer Solutions Specialist who explained to you are cancellation process, in which you decided to keep your policy.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted]We regret to hear your frustration.  In recent review of your policy, your refund in the amount of $2,240 has been issued back to your card today, July 19, 2017 at 3:20 pm EST. Please allow 5-7 days for it to appear on your bank statement. Regards,CHW

Dear [redacted] We regret to hear your frustration. Please note that the “latch” is on the door; anything located on the door is not covered. CHW did cover this on a previous claim dated 9/6/2016 as a goodwill gesture.  If you would like to have a technician come out to your home to officially diagnosis the issue, please contact the technician to schedule the appointment; please be advised that we will dispatch a technician to your claim.  You currently have 2 free service call fees on your policy, therefore, you will not have to pay for a service call fee on this claim. If you do not want to move forward with having a technician come out to your home, kindly contact us and close the claim.  Once we receive a diagnosis, we will contact you with the outcome. Regard,CHW.

Complaint: [redacted]
I am rejecting this response because:
  I disagree with CHW.. They have not expended any money for repairs.  They sent out two technicians, which I paid the service charge as per CHW.   No repairs were made to the refrigerator.  I have repeatedly tried to contact CHW customer relationships ([redacted] and they have not responded since 11-20-2017.                                          Thank you, [redacted]   [redacted]
Regards,
[redacted]

Dear [redacted]n,We regret to hear your frustration.  In review of your policy, it shows that as of June 15, 2017, your policy has been cancelled at your request. Per our policy, Section Letter L of Cancellations, you were only eligible for a prorated refund, therefore you were refunded $1,514.99 of the $1,750 that you paid for your policy. Due to your policy cancellation, we are no longer able to assist in the dispute of this claim, however, as a goodwill gesture, we will off you a full refund of what you paid for the policy.   We have already mailed your check in the amount of $1,514.99.  The balance remaining, is $235.01, which will make your total a full refund in the amount of $1,750.To accept this offer, please find attached release agreement. Kindly sign, notarize, and return the documents to the attention of “Consumer Advocates” and also include your policy number.  You can return the document by email, fax, or mail.  Please note faxing does take 24 hours to upload into our system.  The fax number email and mailing address are listed below.[redacted]
[redacted]
[redacted]
[redacted]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]. According to our records, you purchased the policy with CHW on 2/12/16, the policy started on 3/12/16.  You placed your claim on 7/22/16, and due to the fact that this is a monthly policy, you are charged on a monthly basis for each month and can cancel without charges as stated in Section L. Cancellations however since you did not pay for the policy on a yearly basis there would not be anything to refund back to you.Since you placed the claim in July and our team did work on the claim, we are willing to provide you with one month of coverage back in the amount of $33.75.If you would like to accept our offer, please contact us and we will send you a release agreement to sign.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.   Section Letter L, Number 4 of the policy indicates that, “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”. Upon receiving your request for cancellation, you were provided with a credit in the amount of $666.60, which was the pro rata refund.   A review of the claim shows that the claim was handled properly. The claim placed for the heating system was not covered in accordance with section Letter F, Numbers 1 and 8, which indicate that CHW doesn’t cover rust and corrosion. The technician found that the heating system had a rusted, corroded and cracked heat exchanger. Finally, section Letter F, Number 19 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. You expressly waive the right to all such damages”. Please work with the technician if there is an issue with the work that was done. There is not an active policy with CHW at this time.     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 purchased you all warranty on September 17 2015. So my microwave was working until I made my claim. For the service guys who came out like I stated they didn't take anything apart. The only thing they done was get the model # only and said they would call us to reset the unit , which they didn't do. We paid them and the problem was not taken care and we didn't here back from them. 
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 $978.78 worth of approved claims.  In regards to your Air Conditioning unit, you stated that the last maintenance was done on 5/28/15 with our technician, this is not considered to be maintenance as CHW doesn’t cover maintenance work, we authorized the unit for repair.  You had a repair completed on your unit at that time.  The unit at that time was able to be fixed and the tech was able to have it back and running for you.  You as the customer are supposed to have the unit maintained per the manufacture specifications. As stated in our policy, in Section F. Limitations of Liability # 12. 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.For you to put bleach into the system to clean it would not be considered maintenance from a licensed technician. We do apologize for any frustration that this has caused you; we do look forward to assisting you in future claims.  As per our policy, this claim would not be covered.We thank you for your feedback as it helps us improve as a company.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 water heater tank was leaking and needed to be replaced. Per our policy, Section Letter D, Number 6, CHW does not cover “…CHW does not cover the main, holding or storage tanks…” 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 offered you fund in the amount of $100 to assist you on the non-covered claim.  You accepted this offer.Please note, that per our policy, Section Letter L of Cancellation: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.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 [redacted]. Upon review of your claim we do see that the failure to the unit was caused by rust and or corrosion which although might be normal, it is not a covered item under our policy as it states it in Section F. Limitations of Liability #1 as well as #12.The technician’s diagnosis stated that the condenser coils were leaking and this was due to server rust and corrosion. We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW