Bass Services, Inc.

Complaint: [redacted]
I am rejecting this response because:
This company is not a Warranty Company. I have been hasty in my acceptance of the beginning reviews and rating of this company. This fine print shows this company to warranty nothing.  6. WATER HEATER (Gas and/or Electric)INCLUDED: All components and parts, including circulating pumps, except:EXCLUDED: Access – Insulation blankets – Pressure reducing valve – Sediment build-up – Rust and corrosion - Main, Holding or storage tanks - Vents and flues - Thermal expansion tanks - Low boy and/or Squat water heaters - Solar water heaters - Solar components - Fuel, holding or storage tanks - Noise - Energy management systems - Commercial grade equipment and units exceeding 75 gallons - Drain pans and drain lines - Tankless water heaters. As you can see from the fine print nothing is covered. This is for many house hold items. I will make sure this company's true colors are known by everyone within a earshot of my voice. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: We have not received the label to return the part which then in turn you all will credit us.  Our credit card bill will be showing up sooner than your company will credit our money.    This has been 2 weeks now. 
Regards,
[redacted]

Dear [redacted],   We regret to hear your frustration and dissatisfaction with CHW.   Please be advised that a CHW Customer Solutions Specialist will contact you regarding this matter.  Otherwise, if you would like to move forward and cancel your policies please contact us...

directly at ###-###-#### Monday-Friday 9AM to 6PM to complete your request.     Regards, CHW

Dear [redacted],Please be advised that we have received your signed paperwork as of 11/1/2017 and started the process to authorize your refund. Regards,CHW

Dear Mr. [redacted]We do show that this claim was covered by our company, please contact us if this is not the case, CHW  paid the technician for the repairs.Thank you,CHW

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]

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/useragreement.com.Upon review of your claim for your microwave unit, it was stated by the provider that the unit is not a built in unit.  The serial numbers along with the model numbers, when looking up the type of unit it is (DACOR) shows that this is not a built in unit.  Since this unit is not a built in microwave, CHW cannot provide coverage.  Your unit is a counter-top that is built into the wall and per our policy Section D Coverage #9 will state that CHW doesn’t cover counter-top units.We do apologize for any frustration that this has caused you.  We urge our customers to read our policy , if you should have any questions or concerns please contact us.Thank you,CHW Dispute Processing Team

[redacted], We do regret that this information was provided to you inaccurately however, we have it documented from the technician in the order that we stated. If you disagree with the outcome of your claim, please feel free to provide CHW with a second opinion, please have them contact us at ###-###-####. 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]Upon review of your policy, we do see that you had a water heater claim and that the technician stated that the faulty element and TSTAT are needed.  This unit could be fixed but the parts are no longer available. Please see our policy below:Section F. Limitations of Liability #9 that states “If parts are no longer available, We will offer a cash payment in the amount of the average cost between parts and labor of the covered repair.”Also, please see Section D. Coverage #6 for water heater that states under Excluded “ tank”. CHW does not cover the tank of the water heater and we do offer cash in for parts that are no longer available. CHW did offer you funds towards the repair of the unit and if you do not wish to have the funds that we have offered, we will be happy to provide you with a full refund of the policy since you disagree with the terms and conditions.We do regret the frustration that you encountered with the claim however; CHW is in full compliance with the terms and conditions of our policy. Best 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 .  We do apologize that this has taken so long for your unit to be fixed, this is not the normal time that it would take for CHW to have a technician repair a unit for our customer. Upon review of your claim that you placed on 5/14/15, I do see that CHW did send out [redacted] Air Conditioning &Heat to diagnosis the unit.  It was reported back to CHW that the unit had a bad compressor.  Please understand that compressors can fail for many different reasons: improper installation or repairs, poor maintenance practices, power surge and others. Extending the life of a compressor requires routine maintenance, proper refrigeration practices, and operating the system within the manufacturer’s specifications. A properly maintained system involves keeping a clean air filter, keeping the outdoor unit clean, properly charging the refrigeration system, and regularly checking the electrical connections. Also when a compressor has a short-to-ground, it is caused by damage to the insulation within the compressor itself. Damage to the insulation is caused by acid within the system. Acid in the system can result from improper system evacuation or the presence of air/moisture in the system from a lack of proper routine maintenance.Although you stated that you have had other technicians come to your home and give you a second opinion, I do not see that they have called our authorizations team to give them the diagnosis. Please have the technician call our authorizations team with the new information that you have received as well as the maintenance records that you have.  Providing the maintenance records will prove that you did have proper maintenance completed per the policy.  CHW does require that all units be properly maintained by the manufactures specifications. Please see Section F. #12.I do see that CHW did offer you a goodwill gesture of $300.00 to assist you with this non-covered claim.  I do not see that you have called back to accept or reject the offer. Please send us any maintenance records to [email protected] and also have the technicians that you have had come to your home, contact us to give us an updated diagnosis.We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,

Complaint: [redacted]
I am rejecting this response because:
TThe compressor in the unit was not, in fact broken.  The first technician did blow the transformer on the inside unit, which I had replaced on my own, and neglected to wire the unit coreecrly.  I have an invoice from my service call to a separate company who has completely fixed the unit.  I'd like reimbursement for my $99.00 service call, and my policy cancelled effective immediately.
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 and the notes on your account, we have issued a Goodwill offer in the amount of $340. This will cover the $90 in Service Call Fees that you paid and the $250 previously offered to you. We are glad the issue has been resolved. Please feel free to call our customer service department directly in the event you have any questions at 1-888-531-5403   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 satisfied.  We strive to provide the best customer experience, therefore as goodwill gesture we offered you $400.00 to assist you in the non-covered claim.  You declined this offer and insisted on cancelling.  Per your request, CHW cancelled your policy on 9/15/2017 and your refund was processed back onto your credit card on 10/2/17 at 12:01 pm in the amount of $654.16.  Please allow 7-10 business days for the funds to post onto your bank account. Please see our policy, Section Letter L of Cancellations in regards to our refund policy: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.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:
The $200 settlement for the AC unit came after several hours of escalating the issue. CHW tried to do everything they could not to pay. Their excuse was that the part failed over time. It was working fine when I purchased the contract. Almost all mechanical systems fail over time. Per the lawsuit they settled this is part of their operations to deny claims they should be covered. For the water heater the part that failed was the tank. This is integral to the water heater. It was not a separate storage tank. Essentially they have little to no coverage in their policy due to all the exclusions they claim. I feel CHW is a deceptive business that works to not live up to their obligations. I do not believe they have entered into this contract with me in good faith.Regards,[redacted]

Dear [redacted] [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.  Per our policy, Section Letter A, Number 2, we cover failures that “Become inoperative due to normal wear and tear…”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 funds in the amount of $200 to assist you on the non-covered claim.  You declined this offer. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

The fact that no details were mailed to me after having asked twice ..im sure in which all the things that are NOT covered are listed. Your company is gaining customers under false presumptions. I was told that all I had to pay was a 60 service call and ALL PARTS and labor were covered by the policy..and if it couldnt be fixed it would be replaced. You can state you are in compliance with your policies ..state whatever you would like..im just glad to be done with your business. I will accept the full refund thankfully as I would have never purchased the policy knowing all the little stipulations that were not made available. Thank you for the refund.[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]

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 unit failed due to rust or corrosion.  Per our policy, failures due to rust or corrosion are not a covered item. Please see Section F. Limitations of Liability #1 1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.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],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 compressor and run cap failed and needed to be replaced.  Please note that your policy coverage start date was 8/28/217 and you stated the last time your unit was working was 9/3/17.  Please be advised that this failure could not have occurred during the short lifespan of your policy. 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 do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted],The claim for your Refrigerator, you placed this claim on 3/28/16 and you put in the notes that it was actually for the ice maker. Per the policy, we do not cover the icemaker. You would have to purchase that separately in order for that to be covered.The claim for your Refrigerator, you placed this claim on 3/29/16 stated that the unit was “making strange noises and the freezer was not freezing properly”. We sent the technician out to your home and he did figure out the failure with the icemaker since the unit itself was working just fine. We did not however cover this claim because again, you did not have the icemaker coverage.Lastly you placed a claim online and you put that there was a spider crack in your cooktop, the glass continued to come off.  This was not a covered claim because we don’t cover the physical features like cracked glass on a unit.  The unit itself was working fine.Our policy only covers mechanical failures that are listed as covered in the policy which we did send to you to review.Had you not cancelled the policy, we would have been able to resend it to you for your review.  You can always go online to www.choicehomewarranty.com/useragreement to view our policy and it will explain again why those were unfortunately not covered claims.We do regret your frustration and do wish you the best.Thank you,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.  They have chosen to delay the refund and I would like to reserve the right to any actions necessary to make sure they do what they have offered with the full refund of 200$.
Regards,
[redacted]