Bass Services, Inc.

Complaint: [redacted]
I am rejecting this response because:
Something needs to be done about the fraudulent business practices from this company. There are many complaints here and facebook pages created against them, yelp also shows how they treat hundreds of people this is not just me, they make a point to not send a tech, not pay a claim and the latest for me from them, charge fees for a claim that expired on a another property and feom a different year!!! 
Regards,
[redacted]

Dear Catalina [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]
* At this time your coverage has been canceled per your request. You will be refunded in full.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

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.   The policy was purchased on 7/28/16 with an effective date of 8/28/16. The claim was placed on 9/6/16 and the diagnosis was that the compressor had failed. This is a mechanical component that will not develop a normal wear and tear failure in the life span of the policy. The claim was not covered according to the terms of the policy section Letter F, Number 1 in which CHW is not responsible for repairs related to known or unknown preexisting conditions. You also indicated during a call with the CHW team that the unit had been struck by lightning and it caused a power surge. Section Letter F, Number 7 of the policy states that electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage and acts of God are not covered either.   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 wishes to cancel your policy.  We have requested that Customer Solutions Specialist reach out to you in regards to your request.  Please note that our Customer Solutions Department is opened ###-###-#### Monday-Friday 9am to 6pm EST.Regards,CHW

The new items weren’t installed directly by CHW. They were installed by a contractor who handled a previous claim. However, as indicated in section Letter F, Number 19 of the policy, “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…..”.  As a result, you will need to contact the technician directly to determine how to have it repaired. As a goodwill gesture, when you phoned CHW, you were offered a free service call fee, which was placed on your account. Please call the customer service team directly at CHW should you have any questions at ###-###-####.   Regards,   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]7, and find that this resolution is satisfactory to me.   I will take the full refund of 375.00.  Please advise when this refund will be processed.
Regards,
[redacted]

Dear [redacted], as of yesterday 11/30/15 I still haven't received anything from CHW.  What would you like me to do?  Continue to wait?  Personally I don't think CHW will honor it.

I am rejecting this response because:  It is not accurate.  The unit was serviced in 2014.  The first technician did not report that the issues were due to lack of maintenance.  He ordered a part (never installed) which had to do with "relay" of power to the compressor.

[redacted],Please read our policy Section A. Coverage #3 where it states that ALL units must come into the policy in proper working order.  Your unit did not come into the policy in proper working order, the authorizations team confirmed with our technician that the unit could not have had the failures that it did within the few days of the policy.The 30 days that you have to wait for the policy to begin, this is the time that you are supposed to read the policy and ensure that all items are working correctly.  We do apologize for your frustration but CHW is in full compliance with our policy.Regards,CHW

Dear [redacted]We regret to hear your frustration.  Unfortunately, there is no record of cancellation from you.  Please see our refund policy 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 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.Although there is no record of cancellation, our Escalation Manager offered you $239.94 refund considering that you advised that you cancelled your policy 6 months ago.  Your monthly policy payment was 39.99*6 = $239.94.You declined this offer.  As a goodwill gesture, CHW will honor a refund in the amount of $239.94.To accept this offer, please contact us directly at ###-###-#### Monday-Friday 9am to 6pm EST.Regards,CHW

Complaint: [redacted]
I am rejecting this response because:
They should not issue insurance on a AC unit that is exposed to weather for Ten (10) years without inspection. CHW just wants the money for the policy so they can deny a claim and keep the premium. If CHW cannot honor the policy of a worry free warranty then refund the premium. That would be an acceptable outcome for this problem.
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 our web site at [redacted]. After reviewing your claim, we do see that the technician advised us that the unit was leaking from the evaporator coil within the fins. When a unit is not properly and routinely serviced by a qualified professional technician, debris builds up on the coils and degrades the composition of the coils, this will result to Freon leaks. When our inside technicians received the photos of the units, it was clear that the unit had lacked proper maintenance.  There was rust on the end plate, this rust and corrosion will travel down the tubes within the fins and cause leaks. Per our policy, Section F. Limitations of Liability #12 states that all units must be properly maintained by the manufactures specifications. We do see that you chose to cancel the policy rather than furbish maintenance records to show that the unit was properly maintained therefore we are not able to provide coverage to this claim. We do regret your frustration with this claim; however we are in 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]   Please accept the apologies of CHW for the unprofessional behavior displayed by the first technician that was dispatched to your home. The team is aware of this and has handled it accordingly. A review of your claims shows that your claim was processed according to the policy. Based on the diagnosis that was received from the technician there was a hole in the low side valve connection. This is something that would occur from gauges being put on the valve and removing it with force, causing steam to come out and leak Freon. This is something that is not considered normal wear and tear. Section Letter A, Number 2 of the policy states that CHW is responsible for repairs related to normal wear and tear.   CHW never wants to lose a valued customer and offered a goodwill payment to assist with the repairs of the non-covered claim and it was denied. You requested to cancel the policy. According to Section Letter L, Number 4 of the policy, “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”.     We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.

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.   Upon review of your claim it appears that the claim was processed in accordance with the policy. The claim was placed on 7/15/16 and a technician was assigned to the claim on the same day. As outlined in the policy section Letter C, Number 2, “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. The authorized Service Provider will contact You to schedule a mutually convenient appointment during normal business hours. We will determine what repairs constitute an emergency and will make reasonable efforts to expedite emergency service. If You should request Us to perform non-emergency service outside of normal business hours, You will be responsible for payment of additional fees and/or overtime charges”. The customer advised CHW that the appointment time given by the technician wasn’t good enough and was informed of the reimbursement option. The reimbursement option from CHW is: - We reimburse at OUR rates if the claim is covered (approved). - You must pay the technician up front, in addition to the Service Call Fee. - Your technician MUST call authorizations prior to doing any work to complete the repair. - It takes 2 days to process the reimbursement upon receipt of form. - It takes 30 days to process the check.   Section Letter C, Number 3 of the policy indicates, “…We will not reimburse for services performed without prior approval”. CHW has a contract with the technicians that have been contracted to work with the company which results in a discounted rate. This is the rate that CHW reimburses. Moreover, the claim is a claim that wasn’t covered as there was no prior authorization but as a goodwill gesture, CHW provided a reimbursement of $150.   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 mainline needed to be snaked – however there was no access.  Per our policy, Section Letter D, Number 9, CHW does not cover “access or install ground level clean out… ”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 a goodwill gesture we offered you $200.00 to assist you on the non-covered claim.  You accepted this offer.Please allow 30 days (from August 1) for processing before the check is mailed out.  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 date giving was not July it was august. I was told via customer service rep that they would have came out to see the unit if it was before the start of the contract. If this happen prior to the contract why did the tech come out?  Me or my husband didn't accept the money nor agree to receive these funds. This is the first we are hearing about a refund for Freon. Once again a leak test was perform and our tech let you know why there was a leak. Your company don't want to take the advice of a certified technician claim of our unit and place blame on the home owners. We would like for our unit to be fixed by the first tech that came out. He don't give our unit any Freon. He walk in looked at our unit and said its a leak. No Freon was added because sense our unit is so old the Freon for this unit isn't made anymore. Also your tech tried to get 125 from us to do the leak test that day. I wish I could could our entire amount we paid for this contract to go to another company who don't take our money and then lie about dates to get out its contract. 
Regards,
[redacted]

Dear K[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 claim, we do see that it did take a long time for a technician to come to your home.  We do see that you used the reimbursement option and are being reimbursed for the repairs.  Please accept our apology for the wait and as a good will gesture, we have placed a onetime free service call fee onto your policy for a future claim that you might have.Thank you for being a valued customer of CHW.Regards,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.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
The issue is not in regards to the valve, and the unit does not have rust & corrosion.  The pictures provided clearly show a little dirt and "flame roll-out", as the unit is 19 years old and stopped working due to normal wear & tear.  CHW is once again trying to get away with denying a legitimate claim.  I have also filed a complaint against CHW with the New Jersey State Attorney General's Office.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Sorry but I was never  given an option between hiring my own service technician or get a service technician from CHW to diagnose the problem. In fact I was told by CHW that they don't have service technician in that area and asked to hire my own and send a reimbursement claim. Which I did promptly with diagnosis. I got an email informing me they will review it and provide their approval on that in a day but that I didn't get any updates afterwards (even after following up many times). Meanwhile we can't leave our tenants to suffer in cold weather without a working heater in December month cold weather. Also in the claim form it only recommends to get prior authorization and not getting one says it only delays the claim (not an outright rejection). Please find below the clause from your claim form.Also I already was given a free service call before but never been honored on that (I tried to use that so called free service call before but was simply denied on that too).All this only suggests me and you never keep up your service contracts or provide any valid service for the premium we pay to you. CHW only find reasons to reject claims and find loop holes to tag them to one of your many exclusion clauses.  I will never continue with CHW again and will take possible legal actions for this. I will make sure other customers also know about your practices and save their money instead of wasting to a false sense of protection from your company. 
Regards,
[redacted]