Bass Services, Inc.

Dear [redacted],We regret to hear your frustration and dissatisfaction with CHW. Please advised that your policy has been cancelled as of 9/8/2017 and your refund in the amount of $80.00 will be processed.  Regards,CHW

Thank you very much for your help, this complaint has been resolved.

[redacted],CHW did advise you that as a goodwill gesture, we would provide you with a repaired unit and we would then cancel the policy.  In the agreement it does state that if we are to cover the claim, you would not place complaints online or to the Revdex.com.  We offered you this as a resolution because you disagreed with the policy and the outcome of the claim. Since you disagreed with the solution that we had for you, we do regret that we are not able to cover the claim that you had for your AC System due to the lack of proper routine maintenance.  The pictures that we received by the technician show there to be rust, corrosion and a dirty evaporator coil that was built up on the blower wheel.  Per our policy, Section F. #12. This is not a covered claim.We do regret that you did not want to accept our goodwill gesture to assist with the claim.Thank you,CHW

I am rejecting this response because:
Either I am explaining it wrong or you just don't get it ,yes you gave me money for the stove,the point is the Tech.snaped the gas lines lifting the top of the stove ,after he did that he told me the gas lines were very expensive.He did not even get to replace the igniters,that is why he Went to my rental.One last issue for #1is the tech told my tenants to use the 2 burners that were working and the 2 that needed the igniters to not use them.Buddy I think that is a hazard why because if the little children would have turned them on gas leaking out I believe that would have blown the house up.I don't think I would of been able to sleep at nights after that.You thing you would have been able to sleep,I think so because I think you would of be if I would of called you after that you still would of brushed it of like u are trying to do now,right.#2 The duct I read that it was not covered,what I explained to you the last time I went to look at it and the flexible duct came of the supply from the furnace.Yes the outer foil of the flexible duct was coming off I wrapped it with heat tape and the flow of heat was coming out in the bedrooms again.#3. I did no see the 3rd issue maybe you agreed that a techs shouldn't have to come out 4 times to fix a running toilet.Oh sorry the toilet is still leaking past the stopper or the inlet valve.THE 3rd tech wants to repair the toilet but now the tenants are mad because they already had to switch there schedule so the tech could get in the house.What about this I will go in and fix the toilet and you pay me,I have a little experience I worked as a tech for 37 years,I think everyone will be happy after that and I will send a comment in and give you ??????????no I will give you ????????????.Does that sound good,just let me know.Look I am not trying to be smart,just let me now if you would of put up with all of that.If you say yes you won't hear back from me.Have a great weekend my friend,M.Turner

Dear [redacted],CHW received and reviewed your records.Please be advised that the records do not show a model/serial number, and it also lacks information such as the pressure readings, amp draws, etc.  The outcome stands.As a goodwill gesture, we can offer you $300.00 to assist you.  To accept this offer, please contact us directly at ###-###-#### Monday-Friday 9am to 6pm 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 www.choicehomewarranty.com/useragreement. Upon review of your claim, we do see that the Air Conditioning System was not covered due to a lack of proper routine maintenance.  We do not see any other indication that there was any other reasoning as to the failure that was documented.Per the technician’s notations he stated that there was an internal mechanical failure and the compressor is over AMPing, this caused the unit to fail.  When you had spoken to our customer service rep, you advised him that the unit stopped working due to a lizard going into the compressor.  We then advised you that if that was the case then it would not be covered because we do not cover pest damage. We received what you stated was a maintenance record which was not and was a maintenance record it was an inspection report.  Inspection reports do not show if the levels of the unit are accurate or if the unit is in proper working order, they show if the unit turns on and off.  This would not be a record of maintenance.We also see that our manager offered to assist with a part of the claim and you declined, advising us that you will not settle for anything less than a covered claim.  Therefore we did not provide the goodwill gesture for you.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy. Regards,CHW

Dear Karthik [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 was processed in accordance with the terms of the policy. The claim was placed advising CHW that the air conditioning had leaking water. It was advised at that time that this is not covered. However, you indicated that you would get your own technician to look at the problem. CHW does offer a reimbursement to customers, however there needs to be prior authorization as indicated in the policy section Letter C, Number 3. This states we have the sole and absolute right to select the Service Provider to perform the service; and we will not reimburse for services performed without prior approval. Section Letter D, Number 4 indicates that water leaks are not covered and section Letter D, Number 5 indicates that primary of secondary drain pans are not covered.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

[redacted]CHW has offered to provide you with the funds towards the repair, we are offering at the cost we agreed upon with you in the amount of $975.00.  Once you have provided the invoice to us, we more than happy to provide this amount to you. If you would like to contact us to ensure that we have received the invoice once you send it, please feel free to do so.  We do regret all the frustration and are happy to assist with this claim however we are not able to provide more than the agreed amount.Thank you,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 were three parts of the unit that failed as a result of a power surge which isn’t covered according to the policy, section Letter F, Number 8. It appears that you were in contact with CHW and you were informed that you may obtain a second opinion at your expense and submit it to CHW for consideration. You were sent an email on 8/23/16 with this information. There was also information sent from the Dispute department regarding the arbitration as well. This email was sent on 8/18/16. There is no coverage for this claim so there wouldn’t be any monies owed 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:there was a cleaning, but the motor replacement was not related and feel this portion of bill should be reimbursed.  
Regards,
[redacted]

Thank you for your feedback and for allowing CHW to resolve this matter for you.  I do see that you had spoken to Sam and he had offered you a full refund for the policy due to the non-covered claim.  I do apologize that we were not able to assist with this claim but am happy that we were...

able to offer the full refund.  CHW would never want a customer to have a policy that they feel is not helpful or useful; hence the full refund.Kindly send the paperwork back to my attention at [redacted] or you can fax it to us as I mentioned in the email that I had sent to you at ###-###-####.Thank you again for the feedback and for your patience with this claim.  We do apologize for any frustration that this has caused.Respectfully,Consumer Advocate

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 [redacted] Upon review of your claim, we do show that the reason for the failure was due to rust or corrosion. Per our policy, Section F. Limitations of Liability #1 states that CHW does not cover failures that are due to rust or corrosion.
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy.
Regards,
CHW

The subject Complaint has been resolved satisfactorily. Please see the attachment.  Thank you very much for your assistance.

Complaint: [redacted]
I am rejecting this response because:
How can you not be responsible for techsthat you allow to represent your company?I am not where interested in free service charges.One month for a repair on a machine, which I had to take on the responsible of getting the job done on my on, not acceptable.
Regards,
[redacted]
[redacted]

Dear [redacted],You did sign up with CHW a month prior to the start date of the policy and you were to ensure that all units were in proper working order.  If you would like to cancel the policy, please contact the Cancellations Department and they will provide you with a pro-rated refund as per our policy Section L. Cancellations.I will add a note that you will be calling to cancel.Thank you,CHW

The fact remains that the whole purpose and intent of the contact with CHW was to protect homeowner from incurring expenses such as this. Additionally, the fact remains that the property and the warranty were purchased at the same time with the sole purpose of providing the homeowner with the assurance that IF a covered piece of equipment failed, the warranty would help with the expenses. In this case, there is no way for either the homeowner or technician inspecting/repairing the system to definitively determine that the system failed as a result of some maintenance or equipment replacement that occurred prior to said purchase and without the current homeowner's knowledge. Either way, this is the purpose of purchasing the home warranty.It is perfectly clear that  CHW continues to use deceptive tactics to deny this claim, i.e. denied this claim because I was unable to provide multiple years of maintenance records. As a result, I have paid more than a thousand dollars for a CHW warranty and then required to pay out-of-pocket for air conditioning replacement that was purportedly covered.If CHW does not reconsider their position, I will pursue a claim in the Superior Court in [redacted]. Based on the recent judgement from June 2015, I am pretty sure I have a good chance of getting a fair resolution.

Dear [redacted],If you go to the website, you will see that there is a section that states “user agreement’ on the bottom. Please click into this section, and then you will be able to see Section F. Limitations of Liability that states that items that are not covered per the terms of the policy. If you look under the specific unit, you will see the included portion of the policy. Per Section F. Limitations of Liability #1 and #8 both state that CHW does not cover failures that are caused to rust or corrosion.We do regret your frustration however; we are unable to provide you with a full refund of the policy as it states in Section L. Cancellations.  You can contact our Cancellations department and speak to them on a pro-rated refund.If you chose to stay with CHW, we will be happy to provide you with a goodwill gesture of a onetime free service call fee to assist with the next claim that you place.We always urge the customers’ to review their policy before the30 day grace period is up, to ensure that all units are in proper working order for the start date of the policy and also to ensure that you the customer understands the policy, if any questions within the 30 day grace period, before the policy begins, you will be able to cancel at that time for a full refund.  However, once the policy begins you are subject to abide by the terms of the agreement.We do again regret your frustration however CHW is in full compliance with the terms and conditions of our policy. Thank you,CHW

Complaint: [redacted]
I am rejecting this response because:  You advertise full replacement of an item,  but then you all say something completely different when an item cannot be repaired.  I feel scammed.  Thanks for the outstanding lack of service. 
Regards,
[redacted]

Dear [redacted], We regret to hear your frustration. Although you are not entitled to a full refund per our policy Section Letter L of Cancellations, CHW will honor your request and issue you $47.83 to make your refund full.  CHW has submitted this request and will process your refund.Please be advised that the 1st $47.83 was already processed via check on 10/3/2017 at 8:39am, therefore you would receive a 2nd check of $47.83 via check. 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 your unit was missing 90% of Freon.  This 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 in agreeance.In an attempt to dispute this claim, you provided your maintenance records for review.  Upon the review of your maintenance records, there was no “sufficient” information as it was missing the model/serial number, pressure readings, no amp draws, and failures, etc.  Therefore the outcome of the claim remains uncovered.As a goodwill gesture, we have applied a onetime free service call fee onto your policy.  This can be used on your next claim. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW