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 do regret your frustration however, CHW does not cover failures that are still under the manufacture warranty as it states in our policy. If you would like to receive a refund of the paid amount that you paid for the policy, minus the amount that CHW paid, we are willing to provide you a refund of that amount rather than our terms of the policy, Section LCancellations due to the fact that this would be a more favorable reimbursementIf you would like to accept this offer, please contact us and we will send you the paperwork to sign for this good faith effortPlease contact ###-###-####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 *** Upon review of your claim it appears that your claim was processed in accordance with the home service agreement Section Letter D, Number CHW is not responsible for repairs for leaks We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

I am rejecting this response because: I understood the tech has diagnosed "there was glue around the stem valve but it was burned off and that caused the unit to leak" when he visited my house However, how could CHW connect this diagnosis with "the installation or pre-repair issues"? It may be just resulting from the wear and tear due to the aging of the unit I need an evidence that can 100% prove the direct connection between the statement of "there was glue around the stem valve but it was burned off and that caused the unit to leak" with the "so called "pre-conditions" defined by CHW

Dear *** ***,Per your request, your policy has been cancelled as of 10/10/17. This case has been settled.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 it was processed according to the policy Based on the diagnosis that we received, it stated that the capacitor was burned and the coils were clogged up; this caused a lack of air flow In addition to that, the compressor has locked up and failed These failures 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 or routine maintenance...” Please note that as of 9/1/17, the technician advised us that he will contact you in regards to your capacitor; you may also reach out to the technician at ###-###-####. As a goodwill gesture, we have applied a onetime free service call fee onto your policy. 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: take water heaters off your websiteWater heaters all have takes and you just wrote me you do not cover the item you have checked being covered on your siteKeep the 30bucks your gonna need it.
Regards,
*** ***

Dear *** ***,We regret to hear your frustration and apologize for any inconveniences this may have caused you Please note that *** *** *** *** *** *** has been dispatched and advised to reach out to you to go back to your home to check your unit
again. For further information, or to schedule an appointment, please contact the technician at ###-###-####.Regards,CHW

Complaint: ***
I am rejecting this response because: Even talking to other repairmen and the one who initially inspected the item, they have deemed that the failure was caused by the compressor Had it been replaced soon enough it wouldn't have gotten as bad as it is. And also the company is using extortion to send a check to me for $ They are refusing to reimburse for the months time where the fridge was waiting for service And they are also demanding a payment to "keep the account active so the check can print" Saying it takes days for a check to print And if I cancel the plan or refuse to make payment then they will not send the $ Every time you talk to a department they give you different answers When I was told that the $check was being sent to me it was by a Claims Supervisor at no time during the call was it disclosed that I had to keep the account current Then when I called and talked to *** in the Cancellation Department she told me I HAD to keep it active And even threatened to cancel the check if I were to cancel the plan
And calls can be reviewed as to what was said during the conversations
Regards,
*** ***

*** ***,We have placed an investigation with the technician that came to your home We do apologize for anything that he did not do to assist you with your claim We are not able to provide you with a refund of the $that you paid to him but we can place a onetime free service call fee onto your policy.We are happy that you were able to have someone fix the issue with your unit If you have a claim that was not covered, we would not be able to place a second one in until we have proof that the original issue was resolved We will do our best to contact your technician at the number you have provided Once we have the diagnosis, we can reimburse you the remainder of the service call fee of $ You would receive this amount because you would have had to pay $for one to come to you, this is the remainder for you as a goodwill gesture Also, since we are not able to provide you with the funds you paid to the technician that came to your home, we will be happy to place a onetime free service call fee under your policy for you.Once we have received the proof of repair, we will be happy to provide you with the $for the service call fee.Thank you,CHW

Dear Mr***,Due to the fact that you and CHW cannot come to a mutual resolution, we are offering a full refund of the paid policy CHW would not be able to move forward with your claim until you provide a record of repair for this unit and since you cannot do so, we will offer to provide you with the full refund of $since you disagree with our policy.If you would like to accept this offer, kindly contact us as it is documented.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 *** Upon review of your claim it has been noted that the claim was processed in accordance with the policy, section Letter F, number in which we reserve the right to offer cash back in lieu of repair or replacement in the amount of our actual cost to repair or replace any covered system, component or applianceWe would like to continue to work with you and offer the maximum of $which was previously offeredPlease reach out to our customer service team at 1-888-531-to accept this offerWe do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy 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/useragreement.com.Upon review of your AC claim, I do see that we had assisted you with a goodwill offer in the amount of $and for your Plumbing claim; we did cover the cost in the amount of $ Per our policy, Section LCancellations, you are to pay an administrative fee of $and all claims paid back to us as you breached your contract Please see below:LCANCELLATIONThis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturerThis is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty You may cancel within the first days of the order date for a refund of the paid contract fees, less a $administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:Nonpayment of contract fees;Nonpayment of Service Fee, as stated in Section III;Fraud or misrepresentation of facts material by You to the issuance of this contract;Mutual agreement of Us and YouIf canceled after days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $administrative fee and any service costs incurred by Us All cancellation requests must be submitted in writing.We do urge all the customers to read the policy before their day grace period is over because that is the only time you would be able to receive a full refund of paid amount CHW will not provide a full refund on a policy that has been used, has had claim paid out on and that is not within the grace period.As per the claim, CHW is in full compliance with its terms & conditions Respectfully,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. We have reviewed your covered claim Based on the diagnosis, the condenser fan motor and the rum capacitor failed We approved and authorized the technician to make the repair, in which the technician did make the repair If your system is currently still not working, please contact us directly at ###-###-####, Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm EST. We regret to hear your dissatisfaction with the technician Please understand that not all technicians carry every part with them when they come to make a diagnosis When a technician makes a diagnosis and the claim is approved, but the part is not available, either the technician or CHW will order and have the part delivered The turnaround time for a part to be delivered is approximately 3-days We appreciate your feedback in regards to the technician, as we strive to better our business practices We have taken this information to the Vendor Relations Director to look into it immediately Per our policy, in Section Letter C, Number 4, “You will pay a trade service call fee (“Service Fee”) per claim.” However we will honor your request and add a onetime free service call fee for your next claim Please note, that our policy states in Section Letter F, Number 19, that CHW is not liable for “secondary damages” therefore we would not reimburse you for hotel and boarding costs.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

*** ***Per our conversation today 6/17/15, I had advised you that you are correct and this was a system error We will be refunding you the rest of the amount that is due to you The total should of been $and the balance that is left after we did refund $is $
We will place that refund on for you and you should see it within 5-business days onto your credit card.We appreciate you catching this error, I have advised our IT department and I do apologize if anyone at our office was rude or not caring at all We do not condone that type of behavior and it will be addressed.Regards,Tracy M***

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 the claim, we do see that there is a technician dispatched to the home * * * *** has been dispatched on the 24th of the month CHW’s dispatch department is reaching out to the technician to ensure that they contact you as quickly as possible Please note that our techs have days to contact you to make an appointment You are always welcome to use the reimbursement option which means that you can use your own technician however before any work is completed, we require the technician to contact our authorization department to have the diagnosis provided Once the diagnosis is provided, CHW will advise if the claim is covered and to what amount The number is ###-###-####, option then option Please also contact us for a reimbursement form that will provide the information for the reimbursement as well.We do regret your frustration however, CHW is in full compliance with the terms and conditions of our policy.Regards, CHW

Dear *** ***, We regret to hear your frustrationAs a goodwill gestures, we did state that we would assist in covering the Freon for you system and authorize the technician to go back out to your home to recharge your systemHowever, on May 8, 2017, we received a chargeback from your bank and your request to cancel your policy. Unfortunately, we are unable to further assist as your policy has been cancelledPlease understand that funds cannot authorized on a cancelled policyYou are more than welcome to reach out to our technician directly at ###-###-####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 has been determined that your unit is not working properly due to secondary damages which aren’t covered under the policy, section Letter F, Number The reason for the secondary damages is that your unit is low on Freon, per the technician’s diagnosis this is considered secondary damage due to the unit to constantly runAs you indicated, you paid for the leak detection test in February as leak detection tests aren’t covered under the policy as outlined in section Letter D, Number The policy is sent to all our customers and you are given a 30-day period to review the policyWe have at attached a link to the policy for your review 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:
My claim was rejected before there was I even stated that if there was a warranty on the unit Please listen to the recordings of my two phone calls to the CHW As I told them the technician stated that my unit was in proper working order It is not a unit but unit I have the paperwork to prove this CHW makes a habit of not paying for covered items such as Freon This is why I was asked by the office to call in advance to see if Freon was covered as they were known to not cover Freon The technician stated that my unit was in excellent operating condition and asked what time of year my unit was installed I told in the early part of the year He stated that the proper gauge for Freon is degrees and that this is why the Freon was probably low My statement to CHW was give me the two pounds of Freon as they stated I was approved for and I would be responsible and I stated my unit was under warranty if this is not the case The warranty part was all I heard after a disrespectful CHW supervisor The technician heard the entire call and agreed with me Where is it disclosed that my products can't be under manufacturing warranty in my contract? What about new homeowners? This is a farce! Question for CHW....was the dryer that was repaired under a manufacturer's warranty? Hmmmm Also when in sending a complaint to CHW did I get a phone call that same day about calling me to cancel my policy when I specifically told the same CHW supervisor that I would cancel my policy on my timing not hers Please listen to the recording I would like for my fees to be reversed to my account CHW has a B- Revdex.com rating and was under a court ordered probation period for a year, having just come out less than years Had I known this beforehand, I would have gone elsewhere This proves that they are indeed guilty of deceptive practices as this may be precedence for further investigation which I have all the time to inquire! REFUSED!!!!
Regards,
*** ***

[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 *** and find that this resolution is satisfactory to me
Regards,
*** ***