Bass Services, Inc.

Upon review of your policy, I do see that you and CHW have come to a mutual agreement and we have refunded you your policy Kindly close out this complaint as resolved.Thank you,CHW

CHW expresses sincere apologies if there was a misunderstanding about the policy and what it entailsThe reason for making the policy effective days after the sale date is to allow customers an opportunity to read in detail the information of the policy to be sure it meets their needsThe sales team is trained to be sure to highlight the many benefits of the policy and those things that are coveredCHW covers more than 90% of the claims that are filedThe font on the CHW policy is consistent with print on a standard policyThe policy is also available online to provide an opportunity to maximize the settings to accommodate the actual viewerThe goal of CHW is to offer continued peace of mind and not financial burdens to our customers and this has been successfully done in many casesAs a goodwill gesture, CHW will provide you with a free service call fee to be used on a future claim placedPlease call the customer service team directly at ###-###-#### if you have any questions Regards, CHW

Complaint: ***
I am rejecting this response because:
This didn't satisfy what I was told is wrong, please cancel my policy with immediate effect so that I dont' suggest others to buy and save what ever I can as I was dumb to buy it for years in advance!
Regards,
*** ***

I am rejecting this response because:I was not paid the that I paid for the second request for my freezer not cooling I was promised the in the mail I have yet to receive, and that call was made the first week of May I faxed the invoice, and mailed a copy, and was promised that I would receive it within a month, however I received a partial payment of my I initial payment of $ I am not satisfied at all with this company and feel they they are taking advantage of consumers As I stated if my furnace had broken in Junuary in sub degree weather on a weekend or holiday, I could free ze to death waiting for three, to four days for a technician This is not what I expected, nor would I have agreed too I would like a full refund
Regards,
*** ***

I am rejecting this response because: Choice Home Warranty will not stop drafting my account for the monthly fee unless I consent to sign a waver of the complaintI will now have to go the extra step to contact my bank and ask them to refuse the draft from Choice Home Warranty because they will ONLY stop the draft if I sign a waver of my complaint that they will not honor my claim.Choice Home Warrant takes monthly payments from customers to cover equipment repairs like my AC unit, but when a claim is filed they will not honor the claimIn my case, they have offered to refund my moneyThis is not a warranty service it is a fraudulent scam that I hope the Revdex.com will use its influence to get stopped.As you see in the attached invoice the repair bill was $2,The service technician was sent out by Choice Home WarrantyI paid the initial $fee to the service technician for him to evaluate the problem
The claims department of Choice Home Warranty told me the contract specified that a unit must be professionally maintained and invoices for professional service must be provided before the claim could be honoredThe Contract does not state this requirement nor does Choice Home Warranty advertising or salesThey state repeatedly that no Home Inspection is required and that the customer should maintain his AC unit by keeping clean filters in the home and keeping the condenser coils free of dirt that may cause blockageMy AC unit was properly maintained by me, the homeowner, and serviced by a licensed technician when problems were found
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 from the technician was that the compressor was shorted to the ground and this is not wear and tearSection Letter A, Number of the policy indicates that CHW is responsible for repairs related to wear and tearThe compressor of the unit failed due to the internal windings shorting to the groundThis is something that occurs when the compressor overheats 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:there were several options presented so I'm rejecting a couple of them but accepting your offer to send a different technician to re-evaluate my claim. once again This was NEW HOME PURCHASE so there was a HOME INSPECTION done on the house prior to me purchasing the house in JULYand the units were both checked and working properlyyes, some time in septor October I did call a technician for a winter check of the unit to make sure it was working properly (since it's a gas furnace and not an electric furnace) I had never used gas furnace in the past and I was not comfortable using without having it checked prior to us starting to use it.this Home warranty was offered to me at closing from the previous owner for peace of mind and I unfortunately chose your company (had I read all the reviews I may have chosen a different warranty provider)I did not have any problems with the unit until this summer when I called you all to come and check it.and yes, I did get a technician to come check it after your technician failed to do his job and simply looked at it and made a guess as to what he thought may be wrong? not a very qualified way of doing diagnosis.I have e-mailed that invoice to JOSE several times and once again have made over calls and left numerous messages to him with no reply what so ever from himthis was after he assured me that he would look into it and follow up and make sure I would be taken care of.so at this point if you can not get with MR JOSE , I would request that you do send me a different technician as you have offered on your reply..this has been my request all along to simply have a more qualified person come over and re-evaluate the erroneous information given to you by that quack of person that came over to my house. thanks
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 www.choicehomewarranty.com/useragreement. Upon review of your claim, we do see that you have received the check that we sent to you and we did wave the $fee that was to be charged for a second checkWe do apologize for the frustration however if a check has been mailed out of our system and it does not reach the customer this is neither the customers nor CHW’s fault CHW will reissue a check after days without a charge but if you would like the check sooner than the days, a $fee would be charged We were happy to provide you with the check without charging the fee as this onetime goodwill gesture.We do regret your frustration however; CHW is in full compliance with the terms and conditions of the 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 policy it shows that you contacted your credit card company and did a charge back which means that we would cancel the policy, due to the charge-back CHW does not have any of the funds that you originally paid for the policy with Had you cancelled the proper way, you would have been provided a refund minus the claims paid and minus an administrative fee of $50, then a pro-rated refundYou were not entitled to a full refund past the day grace period Please review Section LCancellations.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 our web site at *** Upon review of your claim, we do see that an amount was offered to you per the policy Section FLimitations of Liability #that states “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 appliance.” We do see that you had accepted this amount however, per our policy Section LCancellations states that an account will be terminated if the customer does not pay for the policyPlease see below: LCANCELLATION This 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 warrantyYou may cancel within the first days of the order date for a refund of the paid contract fees, less a $administrative feeThis 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 feeAll cancellation requests must be submitted in writingYour policy was purchased on 8/4/and payments are due on the 4th of each month, the payment for this policy was due the day of the 4th and was not paid. We explained to you that per the policy, your declining to pay would mean that you are breaking the contract and therefore forfeiting the amount that has been offered to youCHW follows our policy and since you have chosen not to pay for the policy, this reserved the right for CHW as stated above to not provide you with our servicesWe do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policyRegards, 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 policy we do see that you purchased the policy with us on 12/28/amnd it began on 1/28/16, we see that you placed a claim for both of your AC’s on 5/12/ It states that the unit was not cooling We do see that we have only had a diagnosis from one technician that we sent out to your home, AIR TEMP GROUP LLC The diagnosis that was provided to us states that the one that had failed had a bad compressor, blown compressor terminal and the second one also had a bad compressor but this was locked up and both had seized Per the diagnosis and the pictures that were sent into our office, do show that the units failed due to a leak that was caused by rust We did see that you were upset that the service provider stated that this was wear and tear; however if it is or isn’t would not matter because per our policyCHW does not over failures that are caused by rust or corrosionPlease see Section FLimitations of Liability #that states that CHW does not cover failures that are caused by rust or corrosion which is a lack of maintenance This is stated in Section FLimitations of Liability #12. As a goodwill gesture since we are not able to provide coverage for your AC systems because it is against our policy, we are willing to offer you a full refund of your paid policy in the amount of $ This is the $per month that you have paid from 12/28/until 5/31/ If you would like to receive this as a refund, please contact our customer service department The notations have been placed in the claim and they will provide you with a release agreement that we would ask you to sign and send back.We do regret your frustration however CHW is in full compliance with the terms and conditions of policy.Regards,CHW

Dear *** *** Per our policy, Section F#CHW offered you the total of $which we have authorized for you. Our policy states “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 appliance.”We are not offering to replace the unit however you are able to use the funds that were authorized to you and use it towards a new unit.As a good faith gesture, we can increase the offer to $however this is the most that we can do for this grade unit. Please note that the check will not go out for days from the date of the authorization. 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 *** Upon review of your claim it appears that your policy was handled in accordance to the terms outlined in section A, Number 3, CHW is not responsible for repairs of 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

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 ***Upon review of your policy that began with us on 12/20/15, we see that you placed a claim for your washer on 12/21/You stated that the last time that the unit was working was the week prior which states that this claim was pre-existing to the coverage start dateHowever, we did dispatch a technician at no cost to you to see if we were able to assist you The technician stated that the unit had multiple failures, the main control and speed control on the unit went bad and needed to be replacedThese failures are too excessive for us to fix as a goodwill gesture You did state that the failures were happening a week prior and the technician agreed that these failures could not have happened within day of the policy’s start date.Per Section ACoverage #states that all units must enter the policy in proper working order it also states in Section FLimitations of Liability that CHW does not cover failures that are known or unknown to the policy.Please note that your account is past due by $and if you would like to cancel the policy, please contact us or respond through the Revdex.com and we will cancel it for you.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy. 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 our web site at ***.Upon review of your claim for your Dishwasher, I do see that on 10/27/15, you accepted CHW’s offer for the Buyout of the system in the amount of $and declined the new unit that we had agreed to place into your homePer our policy Section FLimitations of Liability #states “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 appliance.”We do regret your frustration with this claim however CHW is in full compliance with our terms and conditions of our policy.Respectfully,CHW

Dear *** ***Our records show that your claim was placed on 6/7/and we did dispatch a technician to you on 6/8/who then scheduled an appointment with you Per our policy, Section CSERVICE CALLS #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 hoursWe will determine what repairs constitute an emergency and will make reasonable efforts to expedite emergency serviceIf You should request Us to perform non-emergency service outside of business hours, You will be responsible for payment of additional fees and/or overtime charges.” In which CHW did provide an authorized Service provider to your claim.We do regret your frustration however this claim is not a covered claim per the terms of our policyYou have chosen to cancel the policy per Section LCancellations and received the pro-rated refund. Regards,CHW

Mr***,We show that on 9/11/15, you contacted CHW to provide us with a new credit card number to continue the payments for your policyWe show that you chose to continue the policy with us and it does not end until 6/8/We have attached the policy for your records CHW could not receive a new credit card without you providing it to us However, if you would like to cancel the policy, CHW is willing to wave the past due payment that is owed in the amount of $ We ask that you contact us to cancel the policy.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 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 condenser was very filthy, the unit was low on Freon, and the drain pan was cracked and leaking into the furnace These failures 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 in agreeance We strive to provide the best customer experience, therefore, as a goodwill gesture we offered you $in goodwill funds You accepted this offer and cashed the check on June 21, 2017.We were advised that you were still not satisfied with the outcome of the claim, therefore, we advised you to provide a second opinion diagnosis, at your expense for review You agreed to get a second opinion. We received the second opinion invoice which showed the installing of Freon and a leak stop This proved not to be a second opinion, but only a temporary repair The outcome of this claim stands Due to your dissatisfaction, you requested to cancel your policy, in which we cancelled on July 19, No further action will be taken as this 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

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 CHW had assisted you in a goodwill offer for the first claim that you had placed for your water heater in the amount of $ In reference to your Air Conditioning claim, we did try to provide you with a goodwill gesture in the amount of $and did explain to you that CHW does not cover failures due to rustThis can be found in the policy in Section FLimitations of Liability #and #8.In reference to your refund, this is stated in Section LCancellations in the policy CHW does charge an administrative fee of $and we then minus any claims or goodwill’s back that we provided to you The remainder of the policy is pro-rated by the month and that is what you receivedYour refund is accurate in the amount of $and when someone signs up with our company, they do have days to review the policy to cancel for a full refund Our policy is online for anyone to view We do this so that people can view what we cover and do not cover CHW has nothing to hide and we put all of our exclusions and limitations for anyone to view.We do regret your frustration with this claim however CHW is in full compliance with our terms and conditions of our policy.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 *** Upon review of your claim it was handled accordinglyIn accordance with policy section Letter F, number which is lack of maintenance and section Letter D, number 3, which is Freon issue, there was no coveragePer the technicians diagnosis the unit had a dirty condenser and improper Freon chargeAs a result of these items, the unit needed to overwork, which caused it to overheat and failIt was constantly running in an attempt to achieve the proper coolingThis resulted in damage to the motor which in accordance with section Letter F, number 19, is secondary damageFurthermore, we do reimburse our customers, however, you are required to obtain authorization firstThis will help identify if the issue is one that will be covered and will require reimbursement We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW