Bass Services, Inc.

Dear [redacted]We do apologize if anyone in our company was rude to you in any way.  CHW does not condone that behavior.  Also, we would not respond to complaints from the Revdex.com if we did not feel as though it is worth it to our customers and company.  As far as paying for ratings, I can assure you, CHW does not pay for the ratings.  In response to your claim for the water heater, we cannot process a claim that is a non-covered failure however we would like to offer a goodwill gesture to you in the amount of $150.00 to help with the repairs.If you would like to accept this, please contact us and we will send you out a release agreement that allows us to provide you with the goodwill gesture.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because: The green substance on the fittings is not corrosion it's tarnish copper gets tarnish when exposed to water on the outside of the fitting it's just like silver gets tarnished
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
They accepted the word of a second party [redacted] [redacted] who they assigned as a technician to do the work required he lied about the leak problem , there was none thanks I think I need to get professional assistant .
Regards,
[redacted]

[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'd like to take a second to review the merchants response. As a consumer, I was offered an amount that was far less than the cost of a new dishwasher. So the options I had were to either accept the amount or leave the claim open, and no resolution. The merchant makes the comment as if I was satisfied with the $250 offer, which I wasn't and I'm still not at $300, but what other option is there? If I were to follow the money trail, I was originally told $179 and that they couldn't go any higher. I was then told $250 and no higher. I asked to escalate and was told that's it. Now it's $300, and that's it..........or is it? As a consumer, I don't know and would rely on the assistance from the Revdex.com. As for citing the terms, it's one thing to post a sign or note on a board and say you're compliant. It's another to stand behind the member and provide exceptional service. That's the difference between a business and better business. My best recommendation would be for a disclosure to be part of their sales pitch, advising the customer that in the event of a replacement, it's subject to the discretion of the company. 
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is unsatisfactory to me, but have no other alternative.
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 tried to assist you with a goodwill gesture and we did provide you with a release agreement stating that if we agree to assist you with your non-covered claim then we expect that the claim is satisfied.  CHW was provided with a diagnosis that this unit failed due to rust and corrosion. Per our policy, Section F. Limitations of Liability #1 states that CHW does not cover failures due to rust.CHW is not obligated to cover the cost of the repair since it is not a covered claim per the terms and conditions of the policy.Regards,CHW

I am rejecting this response because:THIS COMPANY IS A RIP OFFAnd using their so called policies so they don't have to pay their claims,and at the same time service fee of 45.00 is also lost to subcontracted company that provides service.THEREFORE NOW Both parties make their money and the consumer gets cutout of repair!NOW NOBODY IS GOING TO GET PAID AND I WILL GET MY MONEY BACK!TRUST ME!

[redacted]We do understand your frustration and we do see that the check was mailed to you on 3/22/17 and if you haven’t received it, please contact CHW to verify the billing/mailing address.  After 90 days, we can reissue the check for you without cost, if you would like to pay for the stopping of the check, then it will cost $35.00. Please call ###-###-####.We do appreciate your feedback and we have reported the customer service experience with our Quality Control department.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 this claim for the AC system, we do see that the diagnosis that was provided to us showed that the compressor had failed, the unit had rusted components but it was only 12 years of age and also lacked proper routine maintenance.
If you have routine maintenance records, please send them to [redacted] and we will be happy to review them for you. Per our policy, Section F. Limitations of Liability #12 states that all units must be properly maintained per the manufactures specifications. 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 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, 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 agreed to have the technician perform a leak test. 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, 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 in agreeance.  We received your supporting documents which you sent to us to dispute the claim.  Based on the review of your documents, the outcome of the claim stands.  We strive to provide the best customer experience, therefore we offered you to funds in the amount of $500 to assist you on the non-covered claim.  You rejected this offer and requested to cancel.  If you would like to cancel your policy, please contact our Customer Solutions Department directly at ###-###-#### Monday-Friday 9AM to 6PM ESTWe 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: I had to call another company and have an electrician come out and repair the ceiling fan after I had already paid Choice Home Warranty $45.00.  Choice Home Warranty did not fix the problem and if had I had not have had another company come out the ceiling fan would still be broken. I am wanting others to know that this is something they might encounter. I am not sure how the electrician they sent out to the house made their list but he will surely not be coming back to my house for any electrical problems. Choice Home Warranty needs to know that the technicians they send out to peoples homes is a reflection upon their company. The problem is fixed but it was not corrected by Choice Home Warranty.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/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 there was multiple control issues, water damage, and dirty evaporator coil.  The pictures we received confirmed that the unit failed due to a lack of 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...”  Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not in agreeance.  If you would like to further dispute this claim, you can submit your routine maintenance records to [email protected] for review.  If the records prove that your system was effectively and routinely maintained, we would adjust the outcome of the claim accordingly. 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 heating claim, it was stated that the heat exchanger has a flame roll out and this showed that there was a crack.  The technician advised us that the units exchanger was rusted threw and due to this it failed.  Per our policy, Section F Limitations of Liability #1 states that CHW does not cover failures due to rust.In regards to cancelling your policy, since you had one other claim with us and it was an approved claim that CHW did cover; please see Section L. Cancellations.  If you cancel the policy you would have to pay for the amount that CHW paid for the covered claim, minus the administrative fee.  Our policy is not only on our website for anyone to view but our customers have 30 days before the policy begins to review the terms and conditions to ensure that they are in agreeance and if not, they are able to cancel for a full refund.We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW

Complaint: [redacted]
I am rejecting this response because:We believe that Choice Home Warranty has been dishonest with us. As I said in the complaint, Choice said they wanted pictures from the technician.  When I asked to see the pictures, I was told they could not show them to me.  We have now called our usual repairmen ( they do not work with warranty companies), and have cool air again.  We were told by them that to get to the coil to take pictures, you have to take the unit apart-- it's not like the usual ones for some reason.  It's an older unit -- 1996 installation when home was built I assume.  So, we do not believe that Choice has pictures to prove to them that we were negligent in maintenance .  The technician never took the pictures, so there is no way Choice has them.I haven't received the bill yet from the reputable company that fixed the unit, but I think it is right for Choice to pay for that when it comes.After looking at other reviews on the Revdex.com site, I believe something should be done about this company!!  We take care of our things!!thank you. 
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].   A review of the claim shows that the claim was processed in accordance with the policy. The diagnosis that was received was that there was a leak in the evaporator coils. The pictures that were sent by the technician showed that there was a lack of proper routine maintenance. CHW will not come to the location, this is why the technicians are contracted. The technician will come to review the failure and call CHW directly to speak with the authorization department, which is a team of technicians. This diagnosis, as well as accompanying photos, will help make the determination necessary for the claim.   CHW did receive documentation that was received, however, what was received was an invoiced dated 1/13/17 which indicated a leak in the evaporator coil. There was also an invoice dated 3/25/16, which was hard to read but CHW was able to determine the service valve was replaced. These documents don’t display maintenance records. 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. In the event a claim is denied, and a customer seeks to have CHW review that denial, CHW has the right to request maintenance records in reviewing its decision”.   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 your claim was processed in accordance to the policy.  A diagnosis of the claim was that the unit had a bad compressor which was caused by an internal failure, overamping and overheating. As indicated in section Letter F, Number 12, this is a result of a lack proper routine maintenance. You explained to the manager that you had an opportunity to speak with that you visited [redacted] and was able to determine how to maintain the unit. Based on the manufacturer’s warranty, the maintenance needs to be completed by a licensed HVAC technician. CHW doesn’t require that maintenance records, however, when the claim is not covered, CHW invites you to submit the maintenance records to be reviewed in hopes of a more favorable review of your claim. You were offered a goodwill gesture payment in the amount of $425.00 to assist with the claim and a check was sent to assist with this. You have indicated that you have not received the check. The policy that is in place with CHW is that we need to allow 90 days for the check to not have been received and another will be issued. If you aren’t willing to wait the 90 days, a new check can be issued, however, a stop payment must be made on the existing check that has been mailed and there is a fee of $30 to do this. At this time, the CHW team is working to determine if the check has cleared and if not, there will be a stop placed on it. The CHW team will remain in contact with you.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Your refund was processed on 10/12/15 at 10:29 AM in the amount of $ 70.00, we also provided you with a second refund of $35.00 on 10/18/15 at 03:50 PM. Kindly check with your bank as this was processed and credited back to your credit card.

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 there was internal failure in the compressor.  This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor.  This failure occurred from 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...”  Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not in agreeance.  If you would like to further dispute this claim, you may submit your proper routine maintenance records to [email protected] for review OR you may get a second opinion at your own expense.  If you choose to get a second opinion, you submit the detailed invoice that shows the diagnosis to the email above for review. If the outcome from either the maintenance records or second opinion are different, we would adjust the claim accordingly. 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 frustration and dissatisfaction with CHW. Per your request, we have cancelled your policy as of 9/27/17 and we are processing your refund in the amount of $47.83.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.Please understand that our policy states in Section Letter C, Number 4 that the service call fee is to be paid on every claim.  If you would like to dispute the $60 service call fee, you can contact the technician directly as the funds were paid to him.  Chilly Willies Heating & Air - ###-###-####Regards,CHW

Complaint: [redacted]
I am rejecting this response because:  Either the technician is falsifying his findings or CHW is falsifying its conclusion.  The technician stated that he never said the compressor overheated.  I asked him directly what was the cause of the compressor failure.  He said he truly didn't know the cause of the failure.  The bottom line is that the compressor failed because it was defective.  The Warranty specifically stated that it will cover ALL COMPONENTS & PARTS.  If CHW claims that they would only cover "wear and tear", then this is the prime example of wear AND tear.  The compressor wored out. Should we not operate the A/C unit to prevent wear and tear to the system?? No service or any type of prevention could have saved this unit.  It was operating perfectly fine when the compressor locked up.  
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  The timeline of events is not accurate.  An appointment with a technician was not originally made for at least 4 days, following my original claim.  The time it took to actually make the appointment, was between myself and the technician.  His choice to cancel and not notify me until he was hours late for our appointment, is also not directly the fault of CHW.  However, your reluctance to escalate the issue and to find me another technician is your fault.  I filed an additional claim on that Friday and I did not hear back from CHW until almost Wednesday.  The icemaker has zero to do with my complaint to the Revdex.com either.  If it isn't covered, then it isn't covered.  Additionally, why bother transferring policies, if you cannot refund the policy to the CURRENT owner of the policy?  If I have a problem, and I am not satisfied with how my claim was handled due to the fact that is was outside of your own parameters, then I should reserve the right the cancel and I should be refunded.  Not the original owner of the policy who has nothing to do with our business any longer.  It is a loop hole you have installed, that further makes your company look shady and less than honest.
Regards,
[redacted]