Bass Services, Inc.

Complaint: ***
I am rejecting this response because:Is this a response by Tracy M in the legal department? I have left multiple voice mails and sent multiple emails as well with cursory responseAt the same time, per your customer service, I was supposed to receive a response within - business daysI have not received anything from your company. I have had this unit checked by other HVAC technicians since 6/A technician with years experience said that shorting to ground does not mean it overheatedHe said there is an internal mechanism that prevents it from overheatingAt the same time, this unit worked very well and was maintained right up until June Your salesman Eddy Strath assured us that only acts of God would not be coveredThe verbage in your "contract" leaves you with a very subjective and open ended loop holeBased on your 81% of negative reviews on Revdex.com, this appears to be your response.My next step is to take legal action due to your failure to "honor" your agreementI have already had conversations with my attorney, Don B*** Based on your track record with us, a free service call is not worth anything except an exercise in frustration. Regards,
*** ***

Dear *** ***, 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 *** Upon review of your claim it appears that the Air Conditioning System claim that you submitted was not covered in accordance with the policy, section Letter F, Number 12, we are not responsible for repairs due to secondary damagesAdditionally, based on the information you submitted indicating that your system began to make a loud noise as a result of the severe storms that recently hit the SC, your claim wouldn’t be covered in accordance with section Letter F, Number We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressureWe do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear *** * *** ,In order to go to the AAA, you have to have CHW acknowledge that there is a request to go and we would have to accept. You chose to go to without advising CHW and you paid their fee. That is not our responsibility to provide you with the costThis claim was
satisfied with an agreement between the two parties, you and CHWGoing to the American Arbitration Association was with pretenses since there was an agreement in place.You had already signed a release agreement that stated that CHW would provide you with a total of $and we have done so. The first check had already been received from you in the amount of $227.50. As a goodwill gesture, CHW and you agreed to provide you a separate check to equal $500, that check was in the amount of $277.50. We did have a default in the system and the second check was not sent out as fast as the first, however you will be receiving the second check for this agreement to equal $500. This is a goodwill gesture since this is not an entirely covered claim and CHW is providing you with $as agreed upon. Our turn around time is business days with the exceptions of holiday's.You will receive the check for the remainder of the balance shortly. Had we known that the system made a mistake and received a call or notification from you, we would have noticed and advised our billing department.Once again, your check in the amount of $will be arriving with business days or sooner. Thank you,CHW

Dear *** *** 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 *** A review of the claim shows it was handled accordinglyThe technician that was dispatched provided a diagnosis to CHW that there is no mechanical failureHe indicates that he tested the motor and it is running and just making a winding noise due to fluctuating weather changes that causes the bearings to swell, other than that, there was no mechanical failure foundCHW values all customers and wouldn’t want to lose any customers, however, if you would desire to cancel your policy, please refer to section Letter L, Number of the policy and call the CHW customer care team directly at ###-###-#### 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: THe company never actually sent me teh transfer paper and I was told to read teh fine print on my bill, whcih is paperless and on autodraftMy emails to the sales rep and teh email tehy recived shoudl have prompted a custoemr service call as not all companies hav eteh same temrination or transfer policies.
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I am not so much rejecting; just coming to realization that nothing will be done to my satisfaction regarding the unethical practices of this company In reviewing several complaints, the biggest is Choice Home Warranty does everything in its power to not replace appliances Also, I would like to know if I have a right to the license numbers of the technicians sent to my home, as both seemed very shadyI was also told I could not cancel my policy until the $was issued, which again is unethical If this claim was in process being I can on 8/17/2016, I should still get the $ However, I was told if I tried to cancel my policy they would not give me the money Therefore, they will be taking another $from my account and not providing any service Tell me this is ethical behavior I now have a refrigerator that cuts off and on and will have to buy one out of my own money I have been paying Choice $for years and this is the treatment I get I definitely would not recommend this company to anyone
Regards,
*** ***

Dear *** ***, 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 *** Upon review of your claim, we do see that you placed a claim for your AC System. Per the diagnosis from the technician it was explained to us that the unit lacked proper routine maintenance. The compressor was over amping and overheating and cutting offIt was reported to CHW that the unit was found to be in poor condition with a clogged filter on the first visitWe did speak with the technician to ensure we had an accurate diagnosis and it was reported that the first visit the filters were clogged, this was changed and during the second visit the issue was that the compressor was short cyclingCHW doesn’t record proof of routine maintenance, however based on the non-covered claim, you were invited to submit the records for a review of the claim and hope to overturn the outcome, however you disconnected the callIt was requested that the policy be canceled so it hasThe claim was not covered in accordance with the policy section Letter F, Number that states We are not liable for or routine maintenanceWe will not pay for repairs or failures that result from the Contract holder’s failure to perform or routine maintenanceFor 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 We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

The reply of Choice home warranty is all false.They have the records that last year their assigned contractor checked theA/C system for proper maintenance and they even loaded free on gas.They should abide by their sales pitch, " Nothing lasts for ever, normalwear and tear can create problems and we take care of it without any hassleto you,"Now their attitude is like a con-man.Thanks indeed for your intervention.Regards,Jasbir *** ***Houston

Dear *** ***We regret to hear your frustration. Please be advised that we cover mechanical functions due to wear and tear. Therefore, we cover the mechanical parts of the water heater. The tank’s only purpose is to hold the water. We strive to provide the best customer experience, therefore as a goodwill gesture, we will offer you $to assist. To accept this offer, please contact us directly at ###-###-#### Monday-Friday 9am to 6pm EST. Regards,CHW

There were no modifications made to the initial diagnosis received by CHWThe gas control valve is bad and the burner assembly failed and needed to be replacedAlso, the pilot assembly in the sigh glass was burnedThere was also a lot of buildup and this caused the assembly to burn upThere were also wires that were burnedThe policy states in section Letter F, Number that CHW isn’t responsible for repairs related to build upProper routine maintenance is something that will prevent buildups from occurringCHW doesn’t cover repairs that are related to lack of proper routine maintenanceAdditionally, section Letter D, Number indicates that CHW doesn’t cover the storage or holding tanks on the water heaterCHW offered to provide you with a free service call as a goodwill and it was declinedAt this time, the claim was processed properly 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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Dear *** *** 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 *** You were issued a refund in the amount of $This is in accordance with the terms of the agreement relating to Section L, which outlines cancellationsAs stated, if you cancel after days, you will be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $administrative fee and any service costs incurred by usAs such, you were refunded properly We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear *** ***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 frost buildup on the entry lines of compressor The unit had restrictions that needed to be flushed and recharged. Per our policy, Section Letter D, Number 3, “…Line restrictions…”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you did not agree Please note that you are entitled to get a second opinion at your own expense If choose to get a second opinion, please submit the detailed invoice with the diagnosis to [email protected] for review If the outcome differs, then 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

Complaint: ***
I am rejecting this response because:The leaking valve at the compressor can be caused by a lot of reasons such as the unit is too old, the valve goes bad as time goes by etcWith the routine maintenance, it will not prevent this from happening because I did show you guys the invoice that a licensed technician has come out months ago to service the unit and he did not find any leaking whatsoever, otherwise, he would have stated on the invoice or notified it to me so we can fix itAt the time of the maintenance, the unit was operating properlyEven your own technician came out October of last year, they confirm they unit is working fine they didn't find anything wrong with the unit The technician stated on the invoice as attached “the compressor is very loud, sign of future failure” It proves that the unit failure has nothing to do with the maintenanceIf I didn’t maintenance very well, the unit would not last for years until this incident happensThe most recent technician from your company told me the unit very clean and well maintenanceI am not sure how you guys are sitting in the office and confirm the unit failed because of lacking maintenance? By using the term "lacking of maintenance", I believe you guys have been denying the coverages of most of your customers if not all, your company is deceiving the consumersIf this issue is not resolved, our team will take it to the General Attorney and work with the media outlet to make sure the consumers don't fall into this scam
Regards,
** ***

Complaint: ***
I am rejecting this response because:After several more hours on the phone Choice Warranty, got another company that services water softenersThe company will be out on 8-1-The service call should have been $dollars, however Choice warranty tried to make me pay another $service call fee, when choice wanted a second opinionThis cost me over hours on the phone a two days off of workEvery time I call there is a different statusLets see how the service call goes Monday, 1st of Aug, 2016. CHW Representative:Date:07/19/16*** Plumbing and rodding Inc has been assigned to your claimPlease contact them at *** To schedule a service appointmentUpon the technicians arrival you will be required to pay a $service call fee. CHW Representative:Date:07/22/16*** *** *** has been assigned to your claimPlease contact them at *** To schedule a service appointmentUpon the technicians arrival you will be required to pay a $service call fee. CHW Representative:Date:07/23/16*** *** *** *** *** has been assigned to your claimPlease contact them at *** To schedule a service appointmentUpon the technicians arrival you will be required to pay a $service call fee. CHW Representative:Date:07/25/16*** has been assigned to your claimPlease contact them at *** To schedule a service appointmentUpon the technicians arrival you will be required to pay a $service call fee. CHW Representative:Date:07/25/16*** has been assigned to your claimPlease contact them at *** To schedule a service appointmentUpon the technicians arrival you will be required to pay a $service call fee.
Regards,
*** ***

Dear *** * ***, 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 *** Upon review of your claim it appears that your claim was processed in accordance to the policy section Letter F, Numbers and which states, We have the sole right to determine whether a covered system or appliance will be repaired or replaced and 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 applianceIt appears a payment has been processed in accordance with this and your payment has been mailedCHW requires business days to process claimsWe do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear Mr***,We do apologize if the check has not reached you as of yet. Once the check leaves our office it is out of our control. If you do not receive the check, you can have a second check sent out however this would be of a cost of $unless you wait days for the check to be invalid.We do regret your frustration.CHW

*** ***,Thank you for advising us about the dryer, we will contact the technician sine we did provide authorization for the unit to be fixed You will hear back from us in a few days to find out what the delay is.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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Dear *** ***, 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 *** A review of your claim shows that the claim was processed in accordance with the policyThe diagnosis received by CHW is that the evaporator coil was leaking and there was rust on the coilSection Letter F, Numbers and of the policy indicates that CHW is not responsible for repairs related to rust and corrosionCHW did offer to provide assistance with the non-covered claim by providing $to assist as a goodwill gesture, however it was declinedA request was forwarded to the Disputes Team at your requestA response was sent via email on 10/4/from the Disputes Team to the email address on fileIf you would like to take advantage of the $assistance, you can call the customer service team directly and upon receipt of the paid invoice, they will make arrangements to have the funds sent to you We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW