Bass Services, Inc.

[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:CHW's cliam manager [redacted] contacted me about this issue with multiple email communications. The manufacture warranty was long passed many years ago, and CHW will refund me the repair cost. I am waiting for the refund check now.I like [redacted] communication and solution she provided. 
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]

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. Upon review of your policy, it shows that your policy fell behind in payments.  Once the policy falls behind in a payment, any checks that are scheduled to go out will be cancelled.  The check that you had pending for the microwave in the amount of $230.00 was cancelled and we have reactivated it.  We did request this check to go out as soon as possible however it might take another 30 days for processing. 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 our web site at [redacted]
Upon review of your claim, we do see that the parts are no longer available and that CHW provided you with a check that does take 30 business days to receive. We provided you with the amount of parts and labor as stated in Section F. Limitation of Liability #16, it 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”
Also, please note that per our policy, we do not cover the actual tank. The tank is a storage vessel for the water and there is no mechanical function for the tank, therefore we cover only the heating elements for the unit.
We do see that you stated to us on 5/12/16, that you would have to replace the unit for $700 that was the reason that CHW did increase the amount for you to $400. This amount is more than the parts and labor for the system.
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy.
Regards,
CHW

Complaint: [redacted]
I am rejecting this response because:
1. CHW DID receive the diagnosis from the HVAC company, plus they placed several calls to the HVAC company to speak with the technician. Per Contract C2: "Upon request for service. We will contact an authorized Service Provider within two (2) days during normal business hours and (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 and emergency and 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."You totally ignored this part of your contract. You contacted me by phone (again, you do not put anything in writing) and told me you don't have anyone to come out to my location. How, exactly is this my problem? If you wanted your own diagnosis then you should have gotten off your collective as and sent someone out....as YOUR contract states. You did not do this giving CHW the perfect "out".2. Reviewing my detailed invoice:You've done this. You have multiple copies of all of my documentation. If you wish to review it again then pull up your records. I'm not sending CHW anymore redundant documentation...YOU look it up.3. Just a general, non-related question: You advertise so many thousand 5 star reviews. When did you receive these and over what time period? What was the question(s) that were used? Have you read Yelp?
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 we do see that CHW has not covered the claim for the Air Conditioning system per our policy, Section F. Limitations of Liability #12.  CHW requires all units be properly maintained as per the manufactures specifications.  This unit showed a lack of proper routine maintenance as there was an internal failure on the compressor which was caused from the excess overheating inside the compressor.If you have any documents showing routine maintenance was completed on your unit, please send them to [redacted] and our authorizations department will be more than happy to review your claim.Thank you,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 .  Upon review of your claim, we do see that you had placed a claim for the AC unit on 5/24/15; the technician completed the work under authorization, he advised that the unit was making noise still and we advised you that per our policy, noise is not a mechanical failure and that would be something that you would have to repair at your own cost.  We also advised you that this could be found upon your routine maintenance that you should have had.On 9/14/15 when you placed your claim for your AC we then found that the compressor had failed.  The technician did try to fix the issue by replacing the dual cap and placing a hard start to the unit but due to a lack of proper maintenance, this unit could not be fixed.  If you had the unit fixed for the noise prior to this claim, the unit would not have seized therefore, this claim was not covered for a lack of proper maintenance.  Per our policy Section F. #12.  CHW doesn’t provide maintenance to the customers as we will repair or replace providing the unit is within the standards of the policy.We do see that you had chosen to cancel your policy; due to this we are not able to reopen the claim or provide any type of assistance towards it.  We do regret your frustration; CHW is in full compliance with our terms and conditions of our policy. We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

Dear [redacted], We regret to hear your frustration. In review of your claim, you called in on May 11, 2017 at 8:43 pm stating that there was a leak under your sink.  We advised you that the claim was dispatched the available technicians in your area and it may take up to 24 hours for a...

technician to accept the work order. On May 12, 2017 4:12 pm, [redacted] was assigned to your claim.  Choice Home Warranty emailed and sent you a voice message with the technician’s information.  Please understand that if you are unable to get in contact with a technician on the weekend, there is a possibility that their business is closed. Please contact the technician today at ###-###-#### to schedule an appointment.  If you have further concerns or still cannot get in contact with the technician, contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday and Sunday 9am-5:30pm EST.   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 our web site at [redacted]Upon review of your policy, we do show that CHW has assisted you in previous claims in the amount of $410.92 for the claims that you had placed.  We do see that you placed a claim recently for your water heater and stated that it was not heating.  If we would have known that it was leaking, we would have advised you to review your policy that you received prior to the coverage date, to see that we do not cover the actual tanks.  This is stated in section D. Converge #4.We do understand your frustration and if you chose to cancel, please see Section L. Cancellations.  The payment of $420 that you paid for the policy would be pro-rated along with a deduction of paid claims and an administrative fee of $50.We do regret your frustration however; CHW is in full compliance with the terms and conditions of the policy.Sincerely,CHW

[redacted],We do regret your frustration however as you are aware (we show that you had a policy with us in 2012 and chose to cancel) you are only permitted a full refund for the policy within the 30 day grace period from the date that you signed up with our company, 11/11/15 to the date that you started with our company 12/11/15.  You have been covered for the amount of time that you have had the policy however we do go strictly by the guidelines and this claim was not provided with an authorization to be completed.  If you would like to accept the goodwill gesture that we are offering to you, please contact us. Thank you,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. A review of the claim shows that it was processed according to the policy.  Based on the diagnosis that we received, it stated that micro switches and relay failed and needed to be replaced.Per our policy, Section Letter F, Number 16, “We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost…” therefore CHW offered you $170 towards a new unit.  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 $220.00 towards a new unit.  At this time, CHW will offer the max amount of $270.00 towards a new unit.If you would like to accept this offer, please contact us directly at ###-###-#### Monday – Friday 8am-8pm EST or Saturday-Sunday 9am-5:30 pm EST. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

[redacted]CHW’s policy does not cover the actual tank which needed to be replaced.  Also, your policy has been cancelled by you.  You received a refund of $204.99, as a goodwill gesture CHW is willing to provide you with the remainder of the funds to equal a full refund.If you would like to accept the $175.01, please contact us and we will send you an agreement that states this outcome to be true.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because:3. Fraud or misrepresentation of facts material by You to the issuance of this contract;
CHW: In regards to #[redacted] – This was an approved claim which capped out at $500.00, and your out of pocket expense was $140.00.  Your service call fee is $45, which is what you should’ve only paid to the technician.  Our records show that this is what was paid to the technician.  Please note, that there is no record of you mentioning that you over paid your service call fee.  Invoices/receipts would be obtained by the technician.
M.P.: My contract was sold as one in which a $45 service fee would be charged for all authorized service. Never was there mentioned during the selling of the product that I would pay any more than that amount for service. Included is the invoice from [redacted] showing the amount paid. Why then when I complained did you change my purchase price from $2512.50 to $2345.00? CHW: In regards to #[redacted] – We received an email from you with the reimbursement form and invoice, however we were unable to open the emails.  We sent you two emails on 8/24/17 advising that we were unable to open the attachments.  We did not hear from you until 10/9/17.  We finally did receive an invoice, however it was not legible – which we did advise you.  Please send a legible copy of your invoice to [redacted] in order for us to proceed accordingly. M.P. I have never received an email from CHW concerning this matter. The only communication with you was by phone and I initiated the contact. You state you focus on service but even after instructing me to send by fax you did not feel it important enough to inform me that it was not received successfully.I notice you are remiss in mentioning my most recent claim [redacted]p { margin-bottom: 0.1in; direction: ltr; color: rgb(0, 0, 10); line-height: 120%; text-align: left; }p.western { font-family: "Liberation Serif",serif; font-size: 12pt; }p.cjk { font-family: "Droid Sans Fallback"; font-size: 12pt; }p.ctl { font-family: "FreeSans"; font-size: 12pt; }a:link { } which was placed on 10/25/17. today is 11/16/17. I still have no working refrigerator. I have not heard from a representative from your company or service company. Do I not still have a valid contract with your company? Is this your concept of fulfilling your service commitments? I reject your offer because you have rejected me as a customer. You have been deceitful in the way you conduct business and you do not feel you have a duty to attempt to satisfy the needs of your customer. You can't even pick up a phone and communicate. I paid for and deserve much better as does anyone who purchases your service. I would highly recommend against it. I also will not accept some measly pro-rated amount that does not come close to what I have been fleeced of. I did not need CHW to provide the services of a bank just the warranty service company that advertised themselves to be. Regards,
[redacted]

Dear [redacted]In review of your policy, you purchased the Total Plan policy at $53.50 a month on June 24, 2016 and we processed your cancellation request on January 12, 2017.Please note, that you are not entitled to a refund per our policy, 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.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 [redacted]   Upon review of the claim it appears that claim was processed according to the policy. A microwave that contains a trim kit is not a built in unit. The policy outlines in section Letter D, Number 9 that exclusions include Doors – Hinges – Handles – Doors - Door glass – Lights - Interior linings – Trays - Clocks - Shelves - Portable or counter top units – Arcing - Meat probe assemblies - Rotisseries. As a goodwill gesture records indicate that a payment in the amount of $287.37 was made on the claim as the unit wasn’t worth repairing, despite it is not covered. The policy indicates in section Letter F, Number 9 We have the sole right to determine whether a covered system or appliance will be repaired or replaced. We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color. We 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. 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.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   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.I appreciate CHW refunding the fee that was charged to my credit card.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: At no time have I received communication that my automatic debit was no longer active until I had cancelled my membership.  When I called in July to schedule the repair, I was not told and the repair was scheduled.  I called multiple times and emailed due to not getting a provider (the one sent is over 100 miles away), not getting follow-up and not receiving the service. You contracted with the provider, sent them to me and thus you agreed to fix my water heater.  I asked for a new provider multiple times and was told I could get one.  Again, no one stated I had not paid, sent a provider and only after me becoming upset following 6 plus calls and emails was I told my plan ended.   I did not contract with the provider, and I can not get in contact with them.   
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: they stated but they knew the equipment was not working at 100% when the contract became enforce, and that if I had filed this in November they probably wouldn't have questioned it. My response is the equipment stopped working it was working fine before and they have no basis to know if it was malfunctioning as of the date that the contract started. Which by the way I signed up with them in the middle of August I wasn't aware things weren't enforced until the middle of September but since I had no issues with anything wasn't any big deal , my air conditioner stopped working I submitted a claim because that's why I hired them. They are not abiding by the contract and making excuses so they don't have to pay out, my air conditioning is working great up until the point that it stopped, because of my heart condition not having air conditioning makes it hard on me, I have used home warranties the past 15 years and never had a problem with them until I went with Choice Home Warranty company.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I purchased the home warranty under the assumption that it would cover the expenses of any malfunctioning of appliances, ac unit, etc.  Due to the fact that you did not cover the expenses, I am having to replace the unit myself.  I have incurred an expense that the home warranty should have covered. Consequently, because the charges were not covered my family spent a couple of days in a house without air conditioning and the temperatures soared to 90 degrees and above.  In addition to covering this the repair ticket for the washing machine was cancelled and no charges were filed or covered by the home warranty.  Repair technicians from 2 companies stated that this compressor did not malfunction due to the neglegance of the homeowner. I have documented statements that the repair technicians noted that it was not my fault.  These expenses should have been covered by the home warranty.  It cost me $5600 to repair the unit and I'm willing to settle for half of what I paid to repair the unit.   
Regards,
[redacted]

[redacted] ,Please review our policy, Section F. Limitations of Liability #1 that states that we do not cover failures that are known or unknown pre-existing conditions.  If the unit failed within a short period of being active in the policy, this is considered to be a pre-existing failure to the start date of the policy.  The unit takes time to fail and could not have failed within the time frame that your policy was in place.We do understand the frustration that you are experiencing however we cannot replace a unit that is not covered per the terms of our policy.  Since you have disagreed with the outcome of the claim and hence our policy, as a good faith effort CHW has offered to provide you with a full refund for this policy.Please kindly contact us if you would like for us to provide you with a full refund.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because: As Choice home Warranty Implies that it so graciously agreed to do the leak testing at it's cost, it was actually done a as result of recorded poor service and denial of a previous claim. Upon a third renewal of a Choice Home Warranty Contract, I was specifically told that any other future issues would be handled differently, and resolved without issue. I have been without air conditioning for 14 days. the technician that came out performed the leak test and took photographs of the coil where it was leaking. There is a galvanized steel plate that runs down the side of the A Coil that has surface rust on it. a brand new unit would have the same amount of rust on it, as it lives in a humid, wet, cold environment.  The cause of the leaks are in the u-bends of the coil, which are made of copper, and do not rust. The technician that performed the leak test was also appalled at the rendering of Choice Home Warranty, and their claim that the leak was due to rust and corrosion.The fact of the matter is that Choice can say whatever they want to good paying customers, and that is the final word, because the customer has no recourse.This complaint, and lack of resolution, is based on Principal. DO THE RIGHT THING, STAND BY YOUR CUSTOMERS. Don't make up lying excuses to get out of taking care of customers.  Your contract specifically says, if it cannot be fixed, it will be replaced.How the owner of this company sleeps at night is beyond me, you will one day meet your match maker! I will not rest until there is some kind of resolution. Homeowners take out these types of policies to help them protect their investments, and that's what you promise to do. DO IT!
Regards,
[redacted]