Bass Services, Inc.

Dear [redacted]We regret to hear your frustration and dissatisfaction with CHW. We strive to better our business practices, therefore we have submitted your feedback to the Director of Vendor relations, who will look into this matter. In regards to our refund policy, please see 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.If you wish to cancel your policy, 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

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 has been noted that the claim was covered in accordance with the policy.  Under the guidelines section Letter F, number 12, repairs needed due to lack of maintenance is not covered. Additionally, under section Letter F, number 8, repairs needed due to rust and corrosion aren’t covered as well. We will be happy to work with you if you can obtain the records from your previous maintenance company.     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.  In review of your policy, it was cancelled as of July 13, 2017.Please see Section Letter L of Cancellations as you were not entitled to a refund. 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

the business actually resolved to my satisfaction and I would like that noted so it doesn't hurt them.

The marketing department has been advised.  Regards, CHW

Dear [redacted],CHW is satisfied with the outcome of this claim, since you are not, you would be responsible for providing a second opinion.  However; if you would like to cancel the policy since you seem to disagree with the outcome, CHW is willing to provide you with the amount that you paid for the policy and subtract the goodwill gesture that we paid out on the previous claim.  This will be a total refund of $200.00.  If you would like to accept our offer, please contact us at ###-###-#### and we will provide you with a required paper to sign to cancel the policy.Thank you,CHW

Dear Leslie [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 claim, we do see that you have spoken with one of our customer service reps today 8/4/16 and they did advise you that we have been reaching out to the technician for his assistance however we were able to reach him today and he will be going back to your home for pictures.
We do hope that you do allow them to come back as it states in the claim, you were apprehensive in doing so.As a goodwill gesture, we have added a onetime free service call fee to your policy to assist on any future claims.
We do hope that this issue does get resolved.
Regards,
CHW

Complaint: [redacted]
I am rejecting this response because:I was standing right next to the Technician when he was looking at the furnace and he told me it was in great shape for the age of the furnace and there was no rust, only discoloration. He also said there should be no issue getting the furnace replaced under warranty by Choice Home Warranty. After the claim was denied, I called the Technician and he said he didn't understand why it was not covered as he has seen others in a lot worse shape than mine that was covered. The pictures that were supplied to Choice Home Warranty do show discoloration, but no rust. What does Choice feel a 30 plus years old furnace should look like? I also had another furnace contractor come out and replace the furnace as it is winter in IL and I can not go with out heat. He also stated the furnace was in remarkable shape for its age, and failure of the furnace had nothing to do with maintainence, but rather the age of the materials. I am not sure who at Choice Home Warranty looked at the photos, but they mistook discoloration for rust in error. I do not accept this denial of coverage because of something your technician saw in a photo when I had two separate heating contractors tell me the furnace was not rusty and was a normal failure for the age of the furnace. If the first Technician sent you a email or something of that nature stating the furnace has rust, please disclose that as it is contrary to what he told me on the day of inspection as well as what he told me the second day when I spoke to him on the phone   [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].   Your account with CHW is currently in an active status and there are no payments due at this time. You are scheduled to be billed again on 2/23/17. CHW values all customers, however, you have indicated that you would like to cancel your policy. If you would like to cancel your policy, please call the CHW customer service team directly 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/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 unit had a failed compressor and needed to be replaced. CHW covered the part and labor to the primary failure which was the compressor at $475.  Please understand that your system needs to be upgraded to a [redacted]. Per our policy, Section Letter F, Number 9, CHW is not responsible for “…upgrades…”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 we offered you funds in the amount of $600 to go towards a new unit.  You accepted this offer; the outcome of this claim stands.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 deeply sorry but I can not in good conscience sign your release form which basically says I recant my complaint about your company I would be derelict as a consumer not to report this damaging experience if the refund you offered was not contingent upon that release form I would have been more accepting and I would have felt that your company showed some ounce of integrity. I also would like to point out that when I called to accept the refund I was passed to a few representatives and hung up on. I then received the form via email. I never had such a difficult time with a business my entire life.  
I am rejecting this response because:
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: it only reiterated the contract language.  They provide no response regarding misrepresentation by the sales rep when they sold me the product.  As stated in my original complaint, the sales rep assured me that my very high end appliances replacement value would be covered.  The company does not address this issue in which the sales person misrepresented the contract just to make the sale.  The consumer needs to be aware of these deceptive practices.  Especially when the company even on this circumstance will not address this issue.  They clearly are attempting to dodge the issue by referring back to legal language in a contract rather than admitting the misrepresentation and trying to correct their wrong doing.  
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I did not receive one month of service as the business claims.  The first month is a 30 day waiting period so you are unable to use services at this time and no services were provided.  The $50 I was charged for this month should be refunded to me.Additionally, after the one month waiting period had passed, the claim I submitted for the services that I had contracted for was denied.   I was told that the decision to provide services is made on a case-by-case basis.  This is not what is represented by the company and what I consider to be false advertising.   If I have an appliance or system that breaks down, it should be covered as that is what is represented by the company.  I cancelled my contract as I did not want to do business with a company that does not provide the services that are contracted for.  Given that there over 1,000 other complaints  registered against the company through the Revdex.com (one being registered by the government) I am not alone in feeling that the services contracted for are not being provided.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Dear [redacted]We regret to hear your frustration and wishes to cancel. Please see our policy Section Letter L of Cancellations as you are only entitled to a prorated refund: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.If you would like to proceed in cancelling your policy, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear Megan [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]
  CHW apologizes for the ordeal you have endured. It has been requested that the cancellation team reach out to you. You may call them directly at ###-###-####.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted]In a recent review of your claim, you accepted the buyout funds (for a new unit) in the amount of $826.60 on 1/17/2018.Please allow 30 days to process before the check is mailed out.Regards,CHW

Dear [redacted]We appreciate your feedback and regret to hear your dissatisfaction with our reply.  After further review of this claim, CHW has decided to offer you the AC cap coverage amount at $1500.00 towards repair/replacement.  In addition to this, we have applied a onetime free service call fee onto your policy.  This can be used on your next claim. Please refer to your email as our Consumer Advocate has provided you with information needed in order to process the funds. Regards,CHW

Dear [redacted]We regret to hear your frustration.  Please be advised that we have contacted our Resolutions Director to contact you in regards to your complaint and you will receive a call within 24-48hrs. If you would like to speak with an Escalation Manager, please contact us...

directly at ###-###-#### Monday-Friday 9am to 6am EST.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 http://www.choicehomewarranty.com/user_agreement.php .  Upon review of your claim, I do see that you filed a claim for your Air Conditioning system but it was not covered due to a lack of routine maintenance, we have it not covered due to rust and corrosion.  The end result of rust and corrosion would be a lack of proper routine maintenance which both are not covered in our policy.We do not have any documentations of this account that you would like to cancel, we do see that on your previous account you stopped paying and were behind 10 payments then we cancelled you ourselves. This was for policy [redacted] that you purchased on 10/24/13 and was to begin on 11/24/13.  The policy that you are referring to is policy [redacted], that you had paid $38.00 a month for.  Per our cancellations Section L. you would not be entitled to a refund since you had our policy for the amount of time and had coverage. I will have a manager in the cancellations department contact you in regards to cancelling the policy but in regards to your claim, this is a non-covered failure that CHW will not be able to provide the funds for.We urge all customers to take the 30 day grace period to review their policy and contact us with any questions that they might have.  This grace period is also the time that you should have all the units checked in your home and ensure that they are in proper working order for the start date of the policy as stated in Section A. Coverage #3.We do regret the frustration with this claim however; CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW