Bass Services, Inc.

Complaint: ***
I am rejecting this response because: I have not received the emails that you mentionedI have checked my inbox and even checked my spam folderGo ahead and mail the letter of declination to my mailing address on file: *** *** *** *** ** ***Furthermore, please stop referring to me as being frustruatedI am not frustruated in any wayI'm not asking for any special favors or for you to even bend the rules for meThis is a matter of principle and there will be no negotiatingMy repair costs incurred will be reimbursed back to me in fullYour other customers may roll over let you get over on them, but not this one.Make sure that your letter of declination is on your letter head, is dated, specifically states you are refusing to repair my air conditioner, and the specific reason as to why notNo generic lettersOnce I receive your letter of delcination, I will try then submit my rebuttal to youOne thing at a timeLet the record reflect that Choice Home Wareanty has failed to send my letter of declination within the time frame of their own guidlinesSubmit convincing proof that you emailed 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 the claim shows that the claim was processed according to the policyThe claim was placed on 9/24/and based on the diagnosis on 9/26/16, CHW informed you that the claim wasn’t covered in accordance with Section Letter D, Number as water dispensers aren’t coveredHowever, in the interest of customer service, CHW made an attempt to find the pricing and to determine if there would be an opportunity to offer a goodwill payment to assist towards the repair of the non-covered claimYou indicated when speaking with the customer service team that you had previously had the part replaced a year prior and it was suggested that perhaps it would be under the manufacturer’s warrantyYou indicated that you would attempt to locate the information on the part and reach out to CHWThere was not a follow up and since the claim is a non-covered claim, it was closed 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 *** Upon review of your claim it appears that your claim has been processed in accordance with the terms of the policyThe diagnosis received from the technician is that the submersible pump and control box are both burned upThis is something that would not have occurred in such a short span of the policyThe contract was effective on 8/15/and the claim was placed on 8/30/As outlined in the policy, section Letter F, Number 1, CHW is not responsible for repairs that are related to known or unknown preexisting conditions 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 offer is unacceptable and seems an agreement cannot be madeChoice seems to stand on the position of canceling a contract rather than making good on their obligationI refuse to give them the satisfaction of "taking the easy way out"If they only paid claims based on how much premiums they have collected, then who needs a warranty product? They have refused to acknowledge the fact I have PROOF the appliance was in working condition at the time the contract was executed. From here, I will advise the NJ Attorney General to log my complaint based on their record.
Regards,
*** ***

Complaint: ***
I am rejecting this response because: First of all you as a company are responsible for the service you provideThe Tech that was first sent to my home do not do anything to solve the problemMy air unit was cooling at night by was not cooling during the dayThis is why I called for serviceThen once the first tech came out my air stop working completely I did not give a date the customer service gave estimated dateWhat kind of company would try to fault the customer.No your company should refund the money back as requestThe company you sent was not even a known company both times. So I pray if you continue to do business like your doing that some one cease your businessNo good will come from trying to con people. The large amount of complaints on Choice in the reviews tells the truth about your customer service
Regards,
*** ***

I am rejecting this response because: You stating things like they're factsThey are notI submitted receipts and also a letter from my servicing company that my machines are maintained when Ms*** accused of me not maintaining my a.c.unitsRetrieve my voice conversations with your agents and let me know when I was informed that I need to take additional insurance if I have more than two systemsIs your sales repwho informed at the time of signing? Is it Ms***? Is it two repsI spoke to regarding my claim? First time I submitted the claim I received an email and a call from you to call a toll free numberWhen I called I was told that my claim is denied, because I didn't maintain the systemI asked your customer service repto escalate my callI was connected to Ms***Ms*** told me that my system is not maintainedWen I asked her how she came to that conclusion she said I quote "By looking at the picturesPictures speak thousand words my friend"She said her decision is the final decision and there is nobody higher than her when I asked her to escalate furtherShe told me to submit receipts when I told her I have proof that I paid a service company to service my systems every year.I submitted the receipts along with a letter from my servicing companyAgain I received an email and a call from your company to call a toll free numberThis time I was told that my claim is rejected, because my servicing company did a poor jobI asked your repto send me the rejection in writing either through an email or through regular mailYour repsaid she is putting a request, but so far I have not received it
Now you're blaming the system failure either on a power surge or a lightingSo far you came up three excuses not to honor your commitmentYou blamed everybody and anybody you can think of.I noticed in your response expenses are not covered due to acts of godWhat are the acts of god? Who in your company spoke to the god? I am positive you don't ask people whether they're believers or non believers when you sign us upYou didn't ask 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 the claim shows that the claim was handled in accordance with the policySection Letter C, Number of the policy states, “Upon request for service, we will contact an authorized Service Provider within two (2) days during business hours and four (4) days on weekends and holidaysThe authorized Service Provider will contact you to schedule a mutually convenient appointment during business hours”CHW doesn’t offer emergency service, but repairs of covered claimsBased on the diagnosis that was received from the technician there was an issue with a rusted and corroded leaking coilSection Letter F, Numbers and of the policy indicates that CHW is not responsible for repairs related to rust and corrosionAs a result, the claim wasn’t coveredAt this time, in compliance with your request, the policy has been cancelled 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 $offered does not even cover the parts much less the labor for the AC system, that I paid $I am willing to agree for half $to resolve this matter
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 our web site at http://www.choicehomewarranty.com/user_agreement.php Upon review of your policy, I do see that you have cancelled it The amount that we refunded you was correct You had your policy for one month and we gave you the pro-rated amount We have already refunded you the $that was due back to you.Please see our cancellation policy, Section LThis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturerThis is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty You may cancel within the first days of the order date for a refund of the paid contract fees, less a $administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:Nonpayment of contract fees;Nonpayment of Service Fee, as stated in Section III;Fraud or misrepresentation of facts material by You to the issuance of this contract;Mutual agreement of Us and YouIf canceled after days, You shall 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 Us All cancellation requests must be submitted in writing.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us We do appreciate your feedback as this does help us with our customer service and service providers.Best 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 *** A review of the claim shows that the claim was handled in accordance with the policyThe diagnosis that was received was that the tank is leaking and requires replacementSection Letter D, Number of the policy indicates that water heaters are covered, however, the exclusions include the fuel, storage or holding tankThe leak is coming from the tank so it is not covered 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 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 or routine maintenance...” Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied with We strive to provide the best customer experience, therefore as a goodwill gesture we offered you $towards the non-covered claim You declined this offer 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 *** A review of your claim shows that the claim was processed according to the policyThe unit had a failure of air flow restriction which in turn caused the compressor to call for more ampsThis made the unit work harder and start to over amp which eventually caused the unit to failThis is something that occurs with lack of proper routine maintenance and is not covered in accordance with the policy section Letter F, Number CHW doesn’t require that customers provide maintenance records, however, you are invited to submit the maintenance records to have your non-covered claim reviewed in hopes of a more favorable outcomeYou can submit the records to *** and be sure to include the claim number on all documentsPlease call the customer service team directly 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

[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,
*** ***

Complaint: ***
I am rejecting this response because: It is no different from my original complaint. They did not give me any particular person to talk to. When I called the number they gave me, the customer service had to transfer me to the specialist and I was on hold for over minutes. When I spoke to the claims supervisor, they said there was NO NEW OFFER on the table. They were offering the same thing they offered before (max of $521) and had nothing new to tell me. So I am not satisfied with their response. They have done nothing to address my problem. They are still saying that the $is what they call "replacement" costs when it is about 1/4th of the actual replacement cost of a low end double oven.
Regards,
*** ***

*** ***,We are happy to hear that the technician was able to help you resolve your claim however the diagnosis that was provided to CHW stated that the condenser was in poor shape, this would be able to be replaced but not covered under CHW's policy.Thank you,CHW

Dear *** ***We regret to hear your frustration Please be advised that our Escalations Manager did reach out to you on 10/and 10/9, but was unsuccessful.We have advised our Escalations Manager to reach out to you again Also, if you would like to cancel your policy, you can
contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST.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/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 condensing coil was leaking due to corrosion. Per our policy, Section Letter F., Number 8, CHW is not liable for repair of conditions caused by “…rust or corrosion…”Our SrClaims 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 $towards the repair. You declined this offer.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:
Apparently the business is not understanding my point. If failure of the compressor is related to the evaporator coil which was repaired by CHW assigned contractor, why was the compressor not tested and we the owners not informed in May that the compressor is weak due to problems associated with the evaporator coil and is certain to fail possibly within a few months Had we been better informed, we would have replaced the entire unit at that time, using the nearly $2,paid to replace just the coil itselfThis is not about maintenance but about the people who we rely on as experts in their field to better advise us so that we can make better informed decisions that are less costly to us in the long run. We have been informed by now outside contractors that to even change out to a better efficient unit, meaning a SEER 16, we will need to change out what we just paid for in May 2017. This unit is years old and to say that maintenance is or is not the problem is not my point. Just as I rely on medical professionals to give me their honest and unbiased opinions about my health, I did the same with CHW and their contractors and got screwed. What I continue to hear from reputable name HVAC companies is that you don't want to do warranties with home warranty companies on your HVAC because they cut corners and in the end, the owner bears the cost. The unit is years old, what do you expect!
Regards,
*** ***

I am rejecting this response because: This company is so dishonest They want to cheat me by saying they only owe me $when in fact CHW owes $146.74, which is documented by bank documents CHW also wants me to give up my rights to free speech They want to buy my silence and then use the document to falsely use it to look like they have done nothing wrong They also plan to use it to show the Revdex.com how honest ant trustworthy they are If I was the Revdex.com I would give them a rating of F as how many of the reviews they show are bogus

Complaint: ***
I am rejecting this response because: Should I be anticipating an additional refund? will I receive a credit memo with line item description? The response was not entirely clear Thanks!
Regards,
*** ***