Bass Services, Inc.

[redacted], Per our policy, CHW does not cover leak tests also, if a unit is low on Freon when you have your routine maintenance that is when the technician should have found this issue. CHW does not provide maintenance and the technicians that we send out to you will fix the problem and you are responsible to follow up with the unit.I do apologize for any miscommunication, please feel free to veiw the policy online if you don't have a copy.  It is there for anyone to view at [redacted]  Thank you,CHW

It is completely untrue for the following reasons:1. They have no proof that the Air Conditioning was not maintained2. We bought the property September last year and bought the Warranty on the same Month.3. They have no record that is not maintained once after we paid for the warranty the Unit has the Air Filter changed every month. We hired a Manager to specially changed the air filter4. Air Conditioning Maintenance is recommended every 6 to 12 Months and since we bought the Warranty no 6 months has passed5. Choice Home Warranty that we bought stated clearly on their article A- COVERAGE: "When it become inoperative due to normal wear and tear".6. by their own sent third party HVAC company stated on their Technical Report sent to us that: "They do not know why the Compressor broken down but one reason could the Age of IT"7. Choice Home Warranty promises to cover by replacing:Broken Compressor and even replace the whole unit if it recommended!8. We hire a second option HVAC Company and their report suggested the Unit to be replaced by a new one once the compressor broke down by its age. The Unit was installed in 1997 and had worked fined until its compressor broken down this past January!9. We have 2 HVAC Companies Report that we will be glad to send to Revdex.com to prove that their declined reason is COMPLETELY FALSE! The problem with Home Choice Warranty they do not honor their own contract and use false argument to not pay for any claim. All my claims have been denied like this with just lies and unjustified and unprofessional explanations!10. We have also filed complained with the Attorney General of Arizona and of New JerseyWe want to keep the complained open until they can proof that two HVAC Companies Report were wrong!

Complaint: [redacted]I am rejecting this response because:My washer doesnt have rust and corrosion..  Anyways..  I want a full refund.  Your company is a scam..  Regards,[redacted]

Dear [redacted],You paid a total of $960.75 for your policy which you had agreed to make 4 payments of $320.25; CHW only received 3 payments for a total of $960.75.  CHW was preparing to provide you with the proper cancellation fee per our policy Section L. Cancellations; however you chose to charge-back the amount that you paid for your policy which voided the policy.  Your bank now has all the money that you paid to us, the total of $960.75.  Please see below for the policy section that should have been followed: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 acontract of insurance, residential service, warranty, extended warranty, or implied warranty. You may cancel within the first 10 days of the order date for a refund of the paidcontract fees, less an administrative fee of 5% 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 10% administrativefee and any service costs incurred by Us. All cancellation requests must be submitted in writing. We do suggest for any information, you contact your banking center as they have the funds that you paid to CHW for the policy.In reference to your claim, CHW cannot pay for a claim or assist with a claim on a policy that has been cancelled without payment. We do understand your frustration however CHW is in full compliance with our terms and conditions. I just wanted to follow up with this one because the customer was supposed to make monthly payments to us and when his claim was denied, he did a charge-back.  Once a customer does a charge-back, we no longer have the money, their bank does.  Even if it is in dispute, the bank puts a hold on everything until the dispute is over and afterwards the bank will tell us who won or lost.  If we do win, we then give the customer a pro-rated refund as our policy states but if they win, there is nothing we can do for them since they received all of the money back.  This customer didn’t pay the entire policy and when he found out his claim was denied, he charged-back his credit card and we do not have access to any of his funds until the dispute is over.

Complaint: [redacted]
I am rejecting this response because:  there are items wrong with the heater that ARE covered by the warranty and NEEDS to be paid for.  But of Choice Home Warranty refuses to pay any claim!  DO NOT BUY THIS WARRANTY!  Buy [redacted].  I had them before an never had a problem.
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 your policies show that a check in the amount of $400.00 to assist with the payment of the non-covered claim for the water heater has been mailed. Also, I have requested that a call be placed to you to cancel the policies per your request. In accordance to the policy section Letter L, Number 4 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 CHW.     We 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: CHW has not called me, period.  They send an e-mail for me to call them. When I do call, I am promised the tech will be back in touch with me.  That has not happened again.  As a policy holder I am dependent on CHW to send a technician who is honest and has integrity. CHW may not be responsible for what the tech does irresponsibly, but I don't understand why I should be the one left with a malfunctioning washer at the expense of CHW.   CHW needs to re-read how I would like this to be settled and come up with a response that is more targeted/acceptable to customer satisfaction.  I continue to wait with a washer that is not in proper working condition, thanks their choice of servicemen.
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. We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy. A review of the claim shows that it was processed according to the policy. The diagnosis that was received stated that your sealed system was missing 1lb out of 3lbs of Freon.  When the system is not properly and routinely serviced by a qualified technician, debris builds up on the unit, causing excessive pressure and degrades the composition of the coils, resulting in Freon leaks. Per our policy, Section Letter F, Number 12 of the policy states that we do not cover failures caused by a lack of proper routine maintenance.  Our Sr. Claims Specialist advised you about the outcome of the claim, in which you were not satisfied and requested to cancel. We are glad to see that after speaking with our Customer Solutions Department, you have opted to keep your policy active.   Regards, CHW

Complaint: [redacted]
I am rejecting this response because:It is obvious that CHW has crafted its policy in such a way as to take the customer's money without having to replace items under warranty that do wear out with age. The many exclusions attached to "covered" items nullify the coverage--just another slick way to take money. It is for this reason that I am cancelling my policy with CHW, and so will those whom I referred. They are outraged! This is a sleazy company that does not have the best interest of the customer. I'm going back to my previous home warranty company that actually replaced my A/C-Furnace at another residence without any hassle, as well as that of a friend whose unit went out. Not only did they replace the unit, they provided her with a couple of heaters while the unit was being installed. All CHW has done for me is tried to dodged the responsibility.Consider this my final response. I am done with CHW.
Regards,
[redacted]

Dear [redacted]In review of your policy, you purchased the Total Plan policy at $53.50 a month on June 24, 2016 and we processed your cancellation request on January 12, 2017.Please note, that you are not entitled to a refund per our policy, 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 it appears that your claim has been provided the proper authorization and CHW is working diligently with the technician to have this repaired. CHW has placed a call to have this done as the claim was approved.   We 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 am fully aware of what my policy says & what page to find your eliminations on. I think it is BOGUS!! The wire melted the rubber casing which is deemed "fire". Upon reading my policy, which I absolutely did when I purchased it, it reads as if it were talking about a house fire...which is certainly not covered by a home warranty. That's covered by home owners insurance. It's very simple. You intend to take people's money and have no intention of providing the services.  Wouldn't recommend your company to a single person! Your company robs people!!!!! 
Regards,
[redacted]

Dear [redacted]Upon signing up with CHW you are provided 30 days until your policy starts, this is to ensure that all units are in proper working order as well as providing you time to review the policy's terms and conditions.  If within those 30 days you disagree with any part of the policy you are able to cancel with a full refund.  If you cancel after the 30 day grace period, you would be subject to the terms and conditions of the policy as stated in Section L. Cancellations.We do regret any frustration that you had gone through with this claim and our company.Warm regards,CHW

Dear [redacted] [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 handled properly. There was initially a technician dispatched, however, based on previous experiences, CHW needed to locate another technician to diagnose the problem. In the interest of customer service, CHW offers to customers the option to use the reimbursement policy that is in place, in which the customer can select their own technician and are reimbursed at CHW rates of the covered claim, in 30 days and needs to seek prior approval. The policy indicates in Section Letter C, Number 3 that repairs must have prior approval. CHW never received a call from your technician. As a goodwill gesture, CHW offered to provide $200 towards the non-covered claim.   The policy purchased from CHW was for $1281 for a 3 year policy with optional services of the central vacuum and well pump included. You were billed in 3 increments of $320.25. These payments were received on 11/7/16, 12/7/16 and 1/7/17 for a total received by CHW of $960.75. You have canceled your account. Section Letter L, Number 4 of the policy states, “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 10% administrative fee and any service costs incurred by us”. You will be refunded accordingly. Please call the CHW customer service team if there are any questions at ###-###-####.   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 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 an error code and the unit has a bad touch pad.  Unfortunately the part needed to fix your unit is no longer available.  Per our policy, Section Letter F, Number 9 “…If parts are no longer available, We will offer a cash payment in the amount of the average cost between parts and labor of the covered repair...”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, and offered you $250.00.  You were not satisfied with this offer.  Please understand that our policy states that CHW is only responsible for offering funds for the part and labor.  However after further review of this claim, as a goodwill gesture, CHW will offer you $700.00 towards a new unit.  To accept this offer, please contact us directly at ###-###-#### Monday-Friday 9am to 6am EST.We 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:
1. CHW DID receive the diagnosis from the HVAC company, plus they placed several calls to the HVAC company to speak with the technician. Per Contract C2: "Upon request for service. We will contact an authorized Service Provider within two (2) days during normal business hours and (4) days on weekends and holidays. The authorized Service provider will contact you to schedule a mutually convenient appointment during normal business hours. We will determine what repairs constitute and emergency and make reasonable efforts to expedite emergency service. If you should request Us to perform non-emergency service outside of normal business hours. You will be responsible for payment of additional fees and/or overtime charges."You totally ignored this part of your contract. You contacted me by phone (again, you do not put anything in writing) and told me you don't have anyone to come out to my location. How, exactly is this my problem? If you wanted your own diagnosis then you should have gotten off your collective as and sent someone out....as YOUR contract states. You did not do this giving CHW the perfect "out".2. Reviewing my detailed invoice:You've done this. You have multiple copies of all of my documentation. If you wish to review it again then pull up your records. I'm not sending CHW anymore redundant documentation...YOU look it up.3. Just a general, non-related question: You advertise so many thousand 5 star reviews. When did you receive these and over what time period? What was the question(s) that were used? Have you read Yelp?
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 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 satisfied.  We strive to provide the best customer experience, therefore, as a goodwill gesture we have applied a onetime free service call fee onto your policy. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Per the technicians information that he provided to us, the issue was with the plywood. it had become deteriorated and needed to be replaced also the boot seals for the vent pipe were worn out.  This is an exclusion to the policy in Section D. #6, excludes partial roof replacement and appendages.We do apologize for your frustration but we have taken the limited roof coverage off of your policy as you had requested and we are not able to provide coverage for a claim that is an exclusion to the policy.Regards,CHW

Complaint: [redacted]
I am rejecting this response because: they stated but they knew the equipment was not working at 100% when the contract became enforce, and that if I had filed this in November they probably wouldn't have questioned it. My response is the equipment stopped working it was working fine before and they have no basis to know if it was malfunctioning as of the date that the contract started. Which by the way I signed up with them in the middle of August I wasn't aware things weren't enforced until the middle of September but since I had no issues with anything wasn't any big deal , my air conditioner stopped working I submitted a claim because that's why I hired them. They are not abiding by the contract and making excuses so they don't have to pay out, my air conditioning is working great up until the point that it stopped, because of my heart condition not having air conditioning makes it hard on me, I have used home warranties the past 15 years and never had a problem with them until I went with Choice Home Warranty company.
Regards,
[redacted]

Dear [redacted],We regret to hear your frustration. Please understand that Choice Home Warranty does not provide customers with the receipts or invoices for the technician’s work. We have advised the technician at [redacted], ###-###-#### to provide you with an invoice....

 Please note, that the technician did advise us that he will email you the invoice.  If you have any further questions or concerns regarding the invoice, please contact the technician directly. Regards,CHW