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:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Thank you very much for your attention and action in this matter.
Regards,
[redacted]

Dear [redacted]We regret to hear your frustration. In recent review of your policy, you spoke with our Customer Solutions Specialist who offered you $600 to assist you on this non-covered claim.  We are glad to see that you accepted this offer. Please allow 30 days to process before the check is mailed out. No further action will be taken as this claim has been settled.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 the system was 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 to the eye, 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 Sr. Claims Specialist advised you about the outcome of the claim and our policy, Our Sr. Claims Specialist advised you about the outcome, in which you agreed to have the technician perform the leak test to your unit. The results of the leak test stated that there was rust/corrosion found on the evaporator coil that caused the coil to form holes which led to the Freon leak. Per our policy, Section Letter F, Number 1 and 8, we do not cover failures caused by rust and or corrosion.  The outcome of this claim stands. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted],As stated in the prior response, your policy coverage start date was 10/22/2017 and you advised us that the last time your unit was working was 10/23/2017.  The rear bearing and spin tub failure takes time to occur and would not have failed in the short lifespan of your policy.  Therefore the outcome of this claim remains uncovered.Please note that CHW did not approve for the replacement of the washer unit.  Our policy states in Section Letter C, Number 3 that CHW “…will not reimburse for services performed without prior approval...”As a goodwill gesture, we have offered you $200.00 to assist you on the non-covered claim. If you would like to accept this offer, please contact us directly at ###-###-#### Monday-Friday 9am to 6pm EST.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]

[redacted]Our policy normally does not cover ice makers as it states in our policy however we did provide this to you as an extra coverage.  The failures that the ice maker had are not normal wear and tear however the parts that would be needed in order to fix the unit show to be $80.00.As a goodwill gesture, CHW will either provide you back the $30.00 that you paid for the extra coverage or we can provide you with $80.00 since the parts are no longer available and it was not a covered claim.Kindly contact CHW at ###-###-#### and provide your answer to us.Thank you,CHW

[redacted],We still have not received any records from you, today being 8/24/15.  If you would like for CHW to review this claim for you, you can send the records to us.  Please call and verify that we have received them because as of yet we have not. Please also place the claim number on the records.Thank you,CHW

We do apologize for the delay, the credit was issued to your credit card on 2/19/16.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 [redacted]   Our goal is to provide outstanding customer service at all times and handle all claims promptly and according to the established policy. We are saddened that you wish to cancel your policy. However, I will have a member of the cancellation department reach out to you.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Initially the Thermal Expansion Valve was discussed based on the original diagnosis that was sent to CHW. As they are not covered, it was mentioned throughout. However, once additional documents had been shared with CHW the claim remains non-covered. The unit was extremely dirty and had a lot of rust. This caused the unit to freeze up and when the ice melted, water got into the blower motor control board and burned the board and motor up which caused the overall system to fail. It is indicated in the policy section Letter F, Number 1 that rust and corrosion are not covered. In section Letter F, Number 12 it states we are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For 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. Finally, in section Letter F, Number 19 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. If there was an issue with the technician, that will be documented by CHW but needs to be addressed with that company. Additionally, CHW is not responsible for secondary damages. However, as it is clear that you are not happy CHW has offered to provide you with a full refund of the amount that you have paid for your policy even though it is canceled. If you would like to have this refunded, please call the customer service team at 1-888-531-5403.   Regards, CHW

Dear [redacted],We regret to hear your frustration, however, our policy does state that we are not responsible for any service provider’s negligence.  CHW did dispatch the technician to your home, however, the technician is responsible for all damages, negligence, or any improper repairs or installations that were made to the unit.  We do encourage you to contact the technician to dispute the installation. RegardsCHW

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 I do see that CHW has assisted you with previous claims in the amount of $563.25. Therefore we would not be able to provide you with a full refund of the policy.Upon review of your claim, we show that you contacted us on 10/2/15 and stated that the heat exchanger and inducer motor was cracked. We did send out a technician out to your home and he diagnosed the unit and advised us that the unit was cracked and due to rust and corrosion. Per our policy Section F. Limitations of Liability #1 states that CHW does not cover failures due to rust or corrosion. We did receive the diagnosis from your technician as well and they confirmed that the unit did have wholes due to rust. Per our policy, this is a failure that we cannot cover.We do regret your frustration however CHW was in full compliance with our terms and conditions of our policy. Respectfully,CHW

We are continuing to work on reaching out to the technician and can reassign this if you that would be better for you. Please call our customer service team directly at [redacted] Regards, CHW

[redacted],Since you rejected the response, we are required to respond back. We do regret your frustration with this claim however being that you have cancelled the policy and have received your refund, this claim is no longer active and therefore we are not able to provide any type of goodwill.  CHW did not cover the claim per the policy.  This unit did not enter our policy in proper working order as it states in Section A. #3 that we require.We do see that we did offer you a goodwill gesture however you rejected our offer and chose to cancel.Again, we regret your frustration however CHW is in full compliance with the terms of the policy.Thank you,CHW

[redacted]Due to the fact that you did accept the funds of $500 which is according to our policy, Section F. #16, CHW has closed this claim and has authorized the check for you.In order to assist you further, we are offering to provide you with a onetime free service call fee placed onto the policy for the next claim that you might have.CHW also provided you with 30 days upon purchase of the policy to review the terms and conditions of the policy.  If you disagreed with the terms you were permitted to cancel the policy before the start date.We do regret your frustration however CHW is in full compliance with our terms and conditions.Thank you,CHW

Dear [redacted]We have received the document that you have sent and we are authorizing the amount to you of $100.00.Our checks do take 30 business days to process.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because:
There are similar complaints on Revdex.com and those people's complaint were to their satisfaction. What makes my complaint different?This response states that they will not go any further with this because my account was closed. I tryed to have this solved at least 4 months before closing my account. The account was closed because of CHW's blatant disregard and unwillingness to help in this claim.  
Regards,
Ishaq Majeed

Dear [redacted],You stated in your response that “The unit worked perfectly for months before the day it quit.  Due to the unit not working due to short to ground, the only reason that it could have happen due to the information is the age of the unit which your policy states is covered.”  This is not accurate; the unit could have shorted to the ground due to four reasons, one being a lack of maintenance, electrical failure, manufacture defect and improper previous repair.  We do not consider age to be a reason for a failure because if a unit has been maintained properly, age would not be a reason for failure. We advised that the reason for the unit to have failed was due to a lack of proper routine maintenance.CHW offered to provide you as a goodwill gesture $1500 which is the max amount that we would pay for any claim such as this or we were offering you a full refund that you have paid for the policy.  In either choice, we would then cancel the policy because you disagree with the terms and conditions of the policy.  We do not want to have a customer that disagrees with the outcome of a claim therefore disagree with the policy itself.  We also offered you the condensing unit to assist with the repair of the unit of 7/28/15 which you had declined.If you were to cancel the policy without any funds being paid out as of today 2/15/16 your refund without any claims paid would be $1104.97.  You would be receiving a refund of the remaining months and you would be paying an administrative fee. If you chose to have a full refund, we would provide you a full refund of the policy as a good will gesture.  If we do pay for a claim that is not covered, we would not provide any further services and cancel the policy.Please advise us how you would like to proceed. Best regards,CHW

Dear [redacted]We regret to hear your frustration about your ongoing claim and apologize for any conveniences this may have caused you. Please be advised that we have dispatched a new technician and made an appointment for you:[redacted] 10/15/17 you may contact the...

technician to confirm the time.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]