Bass Services, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Dear *** ***,We regret to hear your frustration, however, the repair that was done back on May 2, does not constitute as proper routine maintenance If you would like to further dispute this claim, you can submit your proper routine maintenance records for review to [email protected]. If the records show that your unit was properly maintained, we would adjust the outcome of the claim accordingly. RegardsCHW

Complaint: ***
I am rejecting this response because:They sale a policy over the phone and theirs salesperson never mention any exclusion but sale that is included: The Electrical, the Plumbing and Air Conditioning and I trusted them and paid right then by Phone and the policy came months later and when you trust a company sales pitch you just use the Policy when you need itThat where the scheme got me! They are not an honest company that even their selected Provider told me that they do not not trust them and most of their work cannot be done once they tell them "This electrical or Plumbing or AC portion is not included"One should not do business with this scheme business and I suggest the Revdex.com to call as a potential customer and hear their deceiving sales pitch! I just had to expend for my AC Repair at *** *** *** *** ** *** ** over $with a third party after wasting $with Choice Home Warranty provider that went over there prior and CHW to tell them and myself that AC problem was not under that warranty!
Regards,
*** ***

Dear *** ***We regret to hear your frustration and apologize for any inconveniences this may have caused you.Please note that Sears has been assigned to your claim and you have a scheduled appointment on September 7, between 8pm and 5pm; your service call fee has been waived for this
visit.If you do not want to wait for this appointment, you are entitled to hiring your own technician and go through our reimbursement process The reimbursement process is as follows:• We reimburse at OUR rates if the claim is a covered failure• You must pay the technician up front, in addition to the SCF• Your technician MUST call authorizations prior to doing any work to complete the repair for approval• Authorization Hours are as follows: Mon-Fri 8AM-7PM; Saturday and Sunday 9-5:30PM.• It takes days to process the reimbursement upon receipt of form• It takes days to process the check FOR COVERED CLAIMSIf you choose to hire your own technician, please contact us directly before your appointment at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm EST.Regards,CHW

Dear *** *** 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 the claim was processed in accordance with the policyThe diagnosis received was that the control board was in need of replacementAfter careful consideration, it was determined that it wouldn’t be beneficial to repair the unit based on the costSection Letter F, Number of the policy states, “We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (which at times may be less than retail) to repair or replace any covered system, component or appliance”Additionally, section Letter F, Number states, “We have the sole right to determine whether a covered system or appliance will be repaired or replacedWe are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or colorWe are not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governments….”As a result, CHW has provided a payment in the amount of $to use towards the purchase of a new unit in accordance with the policyThe initial amount offered was $259.99, however, after careful consideration and discussion with the customer, the amount was increased to $and the customer is in receipt of the checkPlease call the CHW customer service team directly at ###-###-#### if there are any questions We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear *** ***,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 for your Air Conditioning System, we see that you documented that the unit had not worked since 9/15/15; this is before the policy began with CHW Per our policy, Section ACoverage #states that all units must be in proper working order the start date of the policy If the unit did not work prior to the policy’s start date that is a known pre-existing condition in which we do not cover per Section F#1.We do see that the technician stated that the unit had shorted to the ground and showed a lack of proper routine maintenance Per our policy, Section FLimitations of Liability #states that all units must be maintained per the manufactures specifications If you would like to submit to us maintenance records that show routine maintenance that you had done to the system, this will allow us to reopen the claim and review Please submit these invoices to [email protected] for our authorization team to review.We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy. Regards,CHW

Dear *** *** 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 was brought to our attention that the units compressor as you stated had failed, shorted to the ground Our internal technician’s review these types of claims and come to the outcome that the unit was not properly maintained as per the manufactures specifications.Per our policy, Section FLimitations of Liability #states that “ We are not liable for or routine maintenanceWe will not pay for repairs or failures that result from the Contract holder’s failure to perform or routine maintenanceFor example, You are responsible for providing routine 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 replacementIn the event a claim is denied, and a customer seeks to have CHW review that denial, CHW has the right to request routine maintenance records in reviewing its decision.”If you would like to provide us with the routine maintenance records, please submit them to [email protected] and they will be reviewed However, if you would prefer a refund of the funds you have paid for this policy, we will offer that to you as well If you would like a refund of the paid policy, please contact us at ###-###-#### and we will send you an agreement to sign that states that you are in agreement to allow us to cancel the policy and refund the funds.We look forward to either assisting with the refund or reviewing the routine maintenance records.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear ***, 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 claim it appears that it was processed in accordance with the policyUnder the terms of the reimbursement process you are able to use your own technician who is required to obtain a prior authorization before handling any repairs and the reimbursement would be at the CHW rateAdditionally, it would take days to process the approved claimIn order to be able to make a final claim determination, CHW needs to ask questions related to the diagnosis in order to be able to perform an analysisThe claim was partially covered and the service valve repair coveredFreon is secondary to the main issue but as a goodwill gesture, CHW offered to pay for some of thatAs such, a goodwill payment was authorizedHowever, as it takes business days to process the claim, the account was closed, CHW is not able to move forward with the non-covered claimWhen an attempt was made to transfer the customer to the proper department, the transfer was declined We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Complaint: ***
I am rejecting this response because:Thanks for your response to my Washer repair/replacement dated Aug 11, The model offered by you is not having similar features & efficiency of my old repair WasherMy existing one is transparent front door feature with lot of dryer cycles and better efficiency.I give below links of similar washers of Capacity (near by capacity to what you offered), features & effciiencyGE Front load washerModel#: GFWN1600JWWGE cuftFront Load Washer in White, ENERGY STAR-GFWN1600JWW - *** *** ***GE Cu.Ft Front Load WasherModel#: GFW450SPKDGGE cuftFront Load Washer with Steam in Gray, ENERGY STAR-GFW450SPKDG - *** *** ***Samsung Cu.Ft Front load washerModel#: WF42H5200AW Samsung cuftFront Load Washer with Steam in White, ENERGY STAR-WF42H5200AW - *** *** *** Hence I reject your offer of $since the item you offered itself will cost $499+Tax 8%+Shipping+Installation+OverhaulAll put together the total cost will be $625-$650.Please respond with the right price for a replacement at the earliest as we are facing the problem without the washer for past monthsAppreciate your response ASAP
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I believe it is time to take this to the Texas Attorney Generals office to decide advertising, poor or no customer service or compliance with contract. I can not open this file so I will wait for the letter and contract to come in the mail.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:The box of tampons says they are flushable How are they a foreign object?
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
Paid for a service and company is not compiling with what I was promised , there is no way that company can reject claim when they cannot prove that problem was pre exsiting because it wasn't pre exsiting pool ran fine for last years until pool failed
Regards,
*** ***

*** ** ***We do regret your frustration however due to the fact that you have cancelled the policy with CHW, we can offer to provide you with a refund of the paid policy in the total amount that was paid You have already received a refund of $and we are offering to provide you with the extra $50.The claim that you placed cannot be covered under our policy since the time period that you had the policy, this failure couldn’t have happened Our policy does not cover failures that are pre-existing to the start date and the unit had many failures that were caused per the technician by a lack of proper routine maintenance. We do hope that you accept our offer, if you do please contact us at ###-###-#### and we will send you the proper form.Thank you,CHW

Dear *** ***,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, we do see that CHW dispatched *** Plumbing to your homeUpon diagnosis we advised the technician that this would not be a covered claim due to the fact that CHW does not cover failures that are a result of freezing or improper installationThis is stated in our policy under Section FLimitations of Liability #as well as #11.CHW would only pay $maximum for a plumbing claim if it were a covered claim, this was in fact not covered and this was completed without any authorization from CHWWe spoke with the plumber and explained that our policy stated that he has to have prior authorization for a claim and if that claim is not covered then any access would not be covered eitherThis is stated in the policy in section D#under the excluded portion.We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy. All of our best,CHW

Complaint: ***
I am rejecting this response because: I sent you pages of invoices and pictures showing I did routine maintenance on my HVAC system and your claim rep denied my claim based on rust on the outer cage of the outside unit I live in Florida on the salt water every outside cage rust this has nothing to do with the running ability of my HVAC unitYour company is a scamI spoke with another heating and air company in my area that CHW used and a claim rep called them asked the tech to lie to the home owner he refused and the next day the CEO of CHW called the tech asked him to lie to the home owner he again refused and was told CHW would no longer use his companyI have spoke with the Florida Attorney Generals office and the State Insurance Commissioners Office.
Regards,
*** ***

Dear *** ***,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 do see that you have placed claims with CHW all of which CHW has paid into if not covered.If at any time a claim is covered by us and the technician is not responding appropriately, you can always contact our office and we will send a different technician outIf you do not wish to use our technician, you can contact your own technician however, by using the reimbursement option; you have to follow our policy We do not cover claims that are completed without authorization meaning that the technician that you chose must provide us the diagnosis of the unit prior to completion of the repair and if the claim is covered, CHW will reimburse at our costHowever if the claim is not covered, then we will not reimburse and if you chose to us the same technician you can If you chose to cancel our policy, you would have to follow the section LCancellations and not only pay an administrative fee of $and you would have to reimburse for the claims that CHW paid out on Please kindly view the policy or feel free to contact our customer service department at ###-###-####.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear *** ***
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 or phone number to us at [email protected], so we could revisit the issue. Regards,CHW

Complaint: ***
I am rejecting this response because: the washer has not been repaired yetThey only agreed to pay for the repair after I called the second time to complain about them wanting to give me dollarsThey informed me that if they repaired my washer that it wouldn't be covered afterwards which makes no senseHence forth, the reason why I pay for warranty is to get it repaired and to keep it under warranty.
Regards,
*** ***

Dear *** ***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 missing 4lbs of Freon. 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. Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you understood and agreed. We received the results of the leak test which stated that the evaporator coil was leaking from the u-bends Based on the technician’s report, it stated that it was due to a failed brazing job from a manufacture malfunction. Per our policy, Section Letter F, Number CHW is not liable for “…manufacturer’s defect…”Our SrClaims Specialist advised you about the outcome of the claim and our policy in which you were not satisfied, therefore you requested to cancel. Please note, that we are unable further assist you on this claim as per your request, your policy has been cancelled.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Good Morning. Please continue my complaint with Choice Home Warranty, the company will not honor my claim for reimbursement of the ceiling fan. And refuse to pay the service’s contractor, which I paid out-of-pocket. No funds was paid out for this claim