Bass Services, Inc.

Complaint: ***
I am rejecting this response because:
No one asked me if we had the unit checked each year. We do and my husband changes the filter every months.
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 our web site at ***Upon review of your claim we do see that the technician had found no mechanical failures with your unit This means that the unit may be making noise but nothing has failed on it therefore there is nothing for CHW to fix.The Water heater has no failure or leaks at this timeWater heater had heat trap nipples installed and one vibrates when water is turned on at half bath faucetThis would not be a covered item and the technician did give you an estimate to replace if you wanted for $The nipple are not leaking or failingWater flow causes vibrationYou also had faucet in hall bath leaking at tubThe technician gave you an estimate of $to rebuild since this would not be covered under CHW’s policy.We do regret your frustration however; CHW is in full compliance of our terms and conditions of the policy.Regards,CHW

Dear *** ***,We have reviewed the claim and it has not been covered under the policy, that this is not wear and tear You are welcome to provide us with documents showing that you have had routine maintenance done to your unit and that the failure was wear and tear Please kindly send it to *** and our authorization department will review them.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 ***I assume only time will tell if they will stop contacting me about their unwanted servicesI will conditionally accept their response for now, but will file a new complaint if I receive renewed contact from this businessAdditionally, the business did not state whether they had located the individual or individuals (specifically, "Supervisor Andrew") who provided the poor customer service in the first place when I called to request that they remove me from their databaseWill I ever receive an update about that?
Regards,
*** ***

Dear *** ***We regret your frustration, however, please understand that the door switch is not covered and the funds offered to you were only as a kind gesture; not to overturn the outcome of the claim. In regards to your refund, you were only entitled to a pro-rated refund, as per our policy states in 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 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.At this time, we are unable to further assist as your policy has been cancelled.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/user-agreement/. 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 blower motor was dirty and not well maintained. This is what caused the unit to fail. 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...” Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied. As a goodwill gesture, we offered you $towards the repair. You declined this offer. If you would like to further dispute this claim, you can submit your proper routine maintenance records to [email protected] for review. If the records show that the unit was effectively and routinely maintained, we would adjust the outcome accordingly. 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 frustration. Please understand that the technician did advise our authorization’s team that corrosion was the cause of failure, in addition to that, the pictures were reviewed and confirmed. At this time, no further action can be taken as this policy has been cancelled. Your check in the amount of $has been mailed to you. Regards,CHW

Complaint: ***
I am rejecting this response because when I tried to cancel my policy, I was placed on hold for minutes. Please have someone contact me or forward a full imbursement for $550.00.
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 system was 2lbs low on Freon Your system being low on Freon indicates that there is a leak somewhere in the system 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.You authorized the technician to complete the leak test, that later confirmed rust and corrosion contributed to the evaporator leaking Freon.Per our policy, Section Letter F, Number CHW does cover “malfunction or improper operation due to rust or corrosion of all systems and appliances”We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

The policy doesn’t indicate that the Compressor is not covered, your claim was not covered you had damaged and deteriorated coilsThe compressor was also locked up and shorted to the groundHowever, this is a result of lack of 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 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 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 engine partially seized due to excessive corrosion Per our policy, Section Letter F., Number 8, CHW is not liable for repair of conditions caused by “…rust or corrosion…”Please be advised that you were offered the difference of the amount you paid for the service contract and our service call fee in the amount of $ Please allow days to process before the refund is mailed out.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear *** ***,We do not have any claims for the ceiling fan as you have stated, we do have a claim that you placed for electrical and we show that CHW paid the technician for this claimIf you had a claim for the ceiling fan, that would be a different claim than the electrical claim.Please send us the invoice from your technician showing that you had paid them for the electrical and we can see what exactly was completed Once we are able to see what your technician had done verses ours we can come to a solution.Please send this information to [email protected] 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. A review of the claim shows that it was processed according to the policyThe diagnosis that was received stated that out of 4lbs of Freon that your system can hold, it was missing 3lbs This indicates that there is a leak in the system. When a leak is not visible to the eye, a technician must perform a leak test A leak test would determine the location and the cause of the leak, and the technician would provide pictures of the leak, the indoor and outdoor coils, as well as the model and serial number of the unit. Per our policy, Section Letter D, Number 4, we do not cover leak detections.Our SrClaims Specialist advised you about the outcome of the claim and in response to your dissatisfaction, we offered to cover half of the leak test, as a goodwill gesture You accepted this offer and agreed to a leak test.We received the outcome of the leak test which confirmed that rust and corrosion caused evaporator coil to form tiny holes that caused the system to leak Freon.Per our policy, Section Letter F, Number and 8, we do not cover failures caused by rust and corrosion.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

*** ***,Our Customer Advocate will be reaching out to you to try and assist to a mutual resolution. Thank you,CHW

Complaint: *** I am rejecting this response because: Members of the CHW sales team are deliberately deceptive in selling home warranties, by advertising them as "cancellable at any time." After receiving payment, CHW promises to mail a copy of the contractCHW did not send me a copy of the contract until (at least) days after receiving my payment, and the terms of their cancellation policy stipulate that buyers have days to cancel, unless both parties mutually agree to cancelHad a copy of the contract been available to me PRIOR to purchase, I would not have made the purchase, because I could have seen that the sales representative was deceptiveInstead, I relied on the honesty and integrity of the sales team, assuming that their promises would match the contract, and I now know that this was a mistakeAlthough a copy of the contract was available online, I did not access it because I trusted the sales team, who explained the coverage terms and also told me that I could not make a claim for days anywayThis was deliberate advertising, and stipulating in section L of the contract that "mutual agreement" must occur for a cancellation after days is legally questionable (particularly when the customer's personal copy of the policy is not mailed promptly)Not only is "mutual agreement" vague to the point of useless, it directly contradicts the plain English verbal contract initiated by the sales representativeAlthough I am not a lawyer, I know that interpretation of an ambiguous contract typically favors the party who did not write itI did not write this contractWhen I requested the conditions under which the company would agree with me to cancel my service, the cancellation team member could not or would not answerThis is fraud, plain and simple, and I would like my policy cancelledI have already spoken with members of the cancellation team, who place the responsibility for agree/disagree decisions on a computer whose parameters are unknownIf they do not understand the terms of section L of their own contract, how should the consumer? Regards, Megan ***

Dear *** ***,We regret to hear your frustration and dissatisfaction with CHW. Please refer to our policy, Section Letter F, Number 19, as it states that CHW is “…not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s
performance…”The technician who previously worked on your ceiling fan is from The Maintenance Team Heating & Cooling; you may contact them at ###-###-#### in regards to their unsatisfactory work. Please be advised that your new ceiling fan claim has been assigned to a technician at $service call fee.*** *** *** ###-###-####Friday September 29th, 201711:AM - 03:PM CDT(12:PM - 04:PM EDT)Regards,CHW

Dear *** ***As previously stated, the maintenance records were not valid, as there was no technician information from the technician who performed the maintenance, there was no model or serial numbers for the units, there were no amp readings or pressures noted on any of the systems worked on Unfortunately, the outcome remains uncovered CHW is more than willing to assist you by offering $towards this non-covered claim. To accept this offer please contact us directly at ###-###-####; Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm EST.Regards,CHW

Dear *** ***We do regret your frustration with this claim however CHW is standing by our policy, the records that were sent in do not show any type of AMP drawings or pressure readings which are used for each maintenance that is completed. The records showed to be insufficient and although this claim is not covered, we would like to provide you with a goodwill gesture of $to assist with the repair of the unit. If you would like to accept our offer, kindly contact us at ###-###-#### and we will provide the paperwork for you. We do hope that the next claim that you place with us is more favorable. Please note that you are able to review the policy online at *** as it is there for anyone to read.Thank you,C

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 *** We value all of our customers at CHW and are sorry that you have chosen to cancel your policyRecords indicate that your policy has already been canceled with CHW We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Per our policy, Section ACoverage states that we are NOT an insurance company and we do not have the same policy or practice as onePlease see Section ACoverage #3 NOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.Also, per our policy Section FLimitations of Liability #states that CHW is not responsible for repairs related to rustThe 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.At the start of the contract, you were given days to review the policy, to ensure that all of the units were in proper working order and that they were maintained per the manufacturer's specificationsIf you did not agree with the policy within those days, you were able to cancel for a refund You did receive the policy, it was mailed and emailed to you also it is on our website for anyone to view We urge our customers to read the policy rather than assume anything should or would be covered as we do state everything in the policy for you.We do regret your frustration with this claim but we are happy that we were able to assist you on your previous repairs CHW has assisted you with $of authorized claims We do understand that it is frustrating that this claim is not a covered claim and do apologize for your aggravation.Regards,CHW