Bass Services, Inc.

Complaint: [redacted]
I am rejecting this response because:  I want my monthly fee of 40.00 taken from my account on 6-1-14 after cancelling my policy.
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. A review of the claim shows that it was processed according to the policy.  Based on the diagnosis that we received, it stated that system was empty 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.The leak test results and pictures showed and confirmed that there was a leak found coming out of the compressor valves.  This failure occurred due to a lack of proper routine maintenance.Per our policy, Section Letter F, Number 12, Section Letter F, Number 12, CHW is not responsible “…for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance...”We regret to hear your wishes to cancel.  If you would like to cancel your policy, please contact our Customer Solutions Department directly at ###-###-####, Monday-Friday 9am to 6pm EST to process your cancellation.  We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear Mrs. [redacted],We do regret your frustration with the outcome of the claim that you placed for the AC System. You stated that the unit had debris build up due to the weather. However, the weather did not cause the leak in the system.  When you place a claim, the technician will come to your home to diagnose for that specific issue that you state is happening to the unit.  On 11/12/15, you stated online that your unit was leaking water. Per our policy, Section D. Coverage #4 states that we do not cover units that leak water.  We did try to reach out to you to advise you of this however we received your voice mail.  CHW did send a technician to your home to diagnose the system.  Upon diagnosis it was stated that the unit was low on Freon 7 lbs. The tech also stated that the service valve was loose. After performing a nitrogen leak test, he did find a leak at the valves but he stated that by tightening the service valves would fix the system.You then placed a claim on 4/4/16 stating that the system was not cooling, after dispatch of the technician, he stated that the unit was low 3 lbs of Freon and did find a leak in the unit. The unit had debris built up and that caused the unit to fail.  You stated that the buildup of debris was due to the weather.  If that is factual this would not be a covered part of the policy because we don’t cover acts of God.  Section F, #8 but it all leads back to maintenance.  If you had poor weather, that is bad enough to add that amount of debris to a unit that would make it stop working, a technician should have come sooner for the maintenance.We understand the reason that you cancelled your policy was because you were upset with the outcome of the claim however because you cancelled your policy we are not able to provide you with a goodwill gesture of the funds you have requested.  This claim was not covered per the terms of the policy.  Also, cancelling the policy, per Section L. cancellations CHW is owed a percentage of the amount that we paid for the claims that you had placed and covered by our company.  CHW did not charge you for that amount nor did we charge you the administrative fee.  CHW offered you back the service call fee that you paid the technician since we did not cover the claim.  We do regret the frustration however we are unable to provide coverage for a claim that would not be covered for a policy that is no longer active.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, it seems as though CHW has assisted you in over $2000 worth of covered claims.  In regards to the plumbing claim, the failure is a non-covered issue per the policy, Section D. Coverage #8.  CHW does not cover cracks in porcelain. CHW has to follow the terms and conditions of our policy and we do regret that this failure is not part of a covered item in the policy.  We have placed a onetime free service call fee onto your policy as a goodwill gesture. We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy. Regards, [redacted] M. 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.I do apologize that you had that experience with our company and the technician that was assigned to your claim.  This is not the normal CHW experience that we would like for our customers to experience.   I do see that your policy has been cancelled; being a monthly customer you would not be entitled to a refund.  Again we do apologize that this was your experience with us.  We thank you for your feedback as it will help us improve our customer service as well as our experience with the technicians.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].   A review of the claim shows it was handled properly. The diagnosis that was received was that the heat exchanger on the unit was cracked, the ignitor and the flapper and the flame sensor have failed and there is rust and corrosion. The photos that were sent in also indicate that there is water damage on the casing of the unit. This indicates lack of proper routine maintenance. Section Letter F, Number 12 of the policy 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”. CHW doesn’t require maintenance records, however, you are invited to submit the records for a review of the claim. You can submit the information to [redacted]. Please call the customer service team at ###-###-#### if you have any questions.   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] 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 unit was leaking Freon due to a corroded evaporator coil.  Per our policy, Section Letter F., Number 1, CHW is not liable for “…malfunction or improper operation due to rust or corrosion of all systems and appliances…”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 $300.00 towards the repair.  You accepted this offer as of 9/23/2017.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

CHW has been attempting to work with you on the resolution of this claim. A message was left 2 days ago by a supervisor to please call CHW at [redacted] to discuss the claim.  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. Please note that this policy is under another name.  Please have the policy holder contact us directly with their questions or concerns.  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 compressor failed internally, and there were Freon leaks coming from the line sets.  These failures occurred due to 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 normal or routine maintenance...”Please note that policy has been cancelled and not eligible for a refund, per 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 your claim, we do see that the oven claim would not be a covered claim due to the failure that it has.  The list arm was broken and caused multiple failures on the unit, this in not normal wear and tear which is the only reason that CHW will cover a unit.  The technician stated that t the motor and fan were not working as a result of the lift arm being bent.  CHW will only cover failures that are due to a mechanical normal wear and tear which this is not.If you disagree with the outcome, you are more than welcome to provide us with a second opinion however we do want to ensure that you understand that CHW will not reimburse for work that is done without authorization.If you have a technician that wants to provide us with a different diagnosis, please have them contact us at ###-###-#### and speak with our authorization department.We have documented the claim and advised of the above. We do regret your frustration.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. We do regret your frustration and do see that you have spoken with one of our supervisors today and you were offered $300 to help go towards this unit.  You did advise us that you were going to have a second opinion come to your home and contact us with that diagnosis.Once you have the technician come to the home, please have him/her contact us at ###-###-#### and we will document the diagnosis for the second opinion.If you would like to accept the full refund of the paid policy rather than the offer that we have provided to you, we will provide you with the refund of $230.52 which you paid for this policy.We have documented all the options that are available and we will wait for you to contact us.Regards,CHW

Dear [redacted],We regret to hear your frustration. Based on our policy Section Letter L of Cancellations, your pro-rated refund in the amount of $803.41 was accurate. As a goodwill gesture, we calculate your months usage as 12, considering you requested to cancel in August – this will bring your refund to $886.61, which we will round up to $900.00To 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]

Complaint: [redacted]
I am rejecting this response because:I said in the message I bought a new one I did not say it was installed yet. It does take awhile to ship direct from the mfg.
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]   Please accept the apologies of CHW for the issues that have been endured with the technicians that were assigned to your claim. Please note that there policy doesn’t indicate that CHW has 2 days to repair. The policy indicates in 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 claim was placed on 8/19/16 and a technician was also assigned on 8/19/16. Once there were issues the claim was reassigned at your request on 8/23/16 and a technician was assigned on 8/23/16. CHW does offer a reimbursement option for customers if you are not able to secure an appointment with a technician in a timeframe that is acceptable to you. This reimbursement process requires that prior approval is sought from CHW prior to repairs as outlined in section Letter C, Number 3. The technician will be reimbursed at the rates of CHW technicians and there is a 30 day processing time for the reimbursement. If you would like to utilize this option, you may call the customer service team directly at ###-###-#### to have the necessary forms sent to you.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

CHW would like to assist however, cannot make any authorizations on accounts that are not current.  Regards, CHW

I am rejecting this response because: I asked them to cease from drawing the monthly funds from my bank account until this issue was settle, but they chose to cancel the account.  Again, this is not the issue.  The issue is that I had an item that was not cover by them and since accepting the coverage I was believing that my pump was covered, because I was not told that there were limitation.  They keep put this issue on the customer and I believe they need to take responsibility, because the sells person did not inform me that they did not cover sprinter system.

I am rejecting this response because:A system doesn't operate properly for thirty+ years without proper maintenance.  A thirty-year-old system doesn't look shiny and new.  There will be wear and tear and dirt involved.  Once the fan was replaced as mentioned in the response, the system never worked properly again.  We did ask to use our own technician because the technicians sent for previous repairs were out of town technicians driving at least an hour to arrive.  We wanted a LOCAL, well established company that could ensure the proper maintenance and parts quickly.  Everyone knows it is just a matter of time before a system this old will need to be replaced - it will NOT last forever regardless of how well it was maintained.  We live in East Texas and summers are brutal with over 100 degree days.  It is absolutely ludicrous for the warranty to not cover at least a partial replacement cost for a unit of this age.  The company never even offered a partial settlement.  You can't have it both ways - if a system is maintained it may last triple the life expectancy as ours did.  If it is not well maintained (as the company is suggesting) it can NOT last thirty years.  It is only one or the other, not both.  The fact that the unit did last 30 years is PROOF that it was well maintained.  The pictures sent by the company were simply validating that this unit had performed its service well and needed to be completely replaced.In in reading online reviews, it appears this company has a significant aversion for paying for heating/air replacements.  Countless stories are available stating the unit was not maintained.  This certainly appears to be the standard response for the company.  There are also numerous providers with cases against the company because they have not been paid for services rendered, which could possibly be the reason the local established providers in our town will not agree to work with the company.

Dear [redacted]We regret to hear your frustration.  Please see our policy Section Letter L of Cancellations in regards to our refund policy:L. CANCELLATIONthis 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. If you would like to cancel your policy, please contact our Customer Solutions department at ###-###-#### Monday-Friday 9AM to 6PM 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 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 compressor shorted to ground.  This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor.  This failure does not constitute normal wear and tear as there are many safeguards that work to prevent these types of failures.  Per our policy, Section Letter A, Number 2, we cover failures that “Become inoperative due to normal wear and tear…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you understood.  We strive to provide the best customer experience, therefore, as a goodwill gesture we have placed a onetime free service call fee onto your policy; this can be used on your next claim. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW