Bass Services, Inc.

CHW wanted to be sure that you would receive the payment and payments aren't made on canceled accountsRecords indicate that you have since phoned in and have been provided with all of the information regarding the payment of $and the handling of your request to cancel your agreement. Regards, CHW

Complaint:
I am rejecting this response because:
The tank is not a separate item but the actual water heater unit itself The water flows into the unit and a gas heating element heats the water in the the unit(the tank) It is not a separate holding tank which I can understand may be excluded in your terms This is one whole unit as you would purchase for any typical home installation and was explained that it would be covered when I purchased the contract I was told that water heaters were covered actually I now understand that water heaters are not covered so I have cancelled my contract and went with a more reputable company that has given me in writing that they will cover the water heater whether leaking from the tank or any other issues with the unit.
Regard
*** ***

*** ** ***,
CHW did offer to assist you with a goodwill gesture in the amount of $even though you have admitted that the home was not occupied for the majority of the yearOur policy states that the coverage is for homes that are occupied
If you wish to accept our offer, we were able to have approved an increase to $as a goodwill gesture to assist you with this claimIf you do not wish to accept, we do apologize but since this is a non-covered claim and you admitted not to have done preventive maintenance, there would be nothing more that we can do for you at this time
If you would like to cancel the policy with us, please contact our cancellation department or you can write to them at *** *** *** *** *** *** ** ***
We do regret that you would not like to accept all the offers that we have provided to you considering this is a non-covered claim
Respectfully,
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 unit overheated which caused a terminal to blow out. This was caused by a lack of effective 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. In effort to dispute the claim, you provided us with your maintenance records. After reviewing your records, it was reported that the records were not valid as it did not provide readings of pressures or temperatures with outdoor air temperatures from the day of maintenance, no amp draws or OHMs. The outcome of the claim remains uncovered. We strive to provide the best customer experience, therefore as a goodwill gesture, we will offer you $for assistance. To accept either offer, 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

The photos were used in conjunction with the feedback received from the service technician as well as the in house authorized techniciansCHW doesn’t require that maintenance records be submitted, however, should a claim be non-covered as a lack of proper routine maintenance, CHW invites the customers to submit the maintenance records to be reviewed in hopes of a more favorable claim outcomeWhen you spoke with the representative on 1/30/17, an attempt was made to provide this information, however, the representative was informed that you would be seeking counsel and the call disconnectedIt was afterwards that an email was sent to CHW requesting to have the account cancelledCHW handled the requestAs a goodwill gesture, CHW will offer to provide you with one month of free service, which will be credited back to you in the amount of $If you would like to have this amount returned, please call the CHW customer service team at ###-###-#### to receive the information needed Regards, CHW

Complaint: ***
I am rejecting this response because: This complaint will be removed upon receipt of the check that is LONG OVERDUE as Choice Home Warranty stated that the refund has processed and the check has been sent. This check has NOT been received as of this date July 25, 2016.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:I sent them regular maintenance records and they have them on file. They are rejecting my claim because of lack of maintenance, and that is not true I performed regular maintenance and provided records for them
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. A review of the claim shows that it was processed according to the policy Based on the dishwasher diagnosis that we received, it stated that the door switch broke causing the unit to not function Per our policy, Section Letter D, Number 11, CHW does not cover “…Doors…Door gaskets…”Based on the AC claim dated 6/4/diagnosis that we received, it stated that there was a clogged condensate drain pan Per our policy, Section Letter D, Number 4, CHW does not cover “…condensate pump” in addition our policy states in Section F, Number that “…failure to clean or maintain as specified by the equipment manufacturer…”Please understand that CHW does not have any record of you paying the technician If you would like to dispute the funds you paid to the technician, please contact the technician directly.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/useragreementA review of the claim shows that it was processed according to the policy. Based on the diagnosis that we received, it stated that the water heater was leaking from the left side at the bottom of the tankPer our policy, Section Letter D, Number 6, it states that we do not cover “…holding or storage tanks…” Our SrClaims Specialist advised you about the outcome of the claim and our policy, and due to your dissatisfaction you requested to cancel your policyWe strive to provide the best customer experience, therefore we offered you goodwill funds in the amount of $towards this non-covered claim, in which you acceptedIf you would like for us to move forward and process these funds, please contact our Customer Solutions Department at ###-###-#### Monday-Friday 9am to 6pm EST to sign the necessary paperworkWe do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

I am rejecting this response because:
We have a statement from the technician stating that the failure to our unit is a parts failure, and not a pre-existing conditionIt does not fall under any of the conditions the company claims. We have made more than one monthly payment to this companyPrior to switching to Choice Home Warranty, we were covered by Old RepublicWe switched to have coverage for our septic system, but I will assume based on this experience that if there ARE any problems with that system, we can expect no help whatsoever from Choice Home Warranty
We will take our complaint to an attorney
r

Complaint: ***
I am rejecting this response because:
Choice Home Warranty has completely misrepresented the company as providing a warranty service The statement that this claim has been rejected and ALL other claims as pertaining to the air conditioning unit would summarily be dismissed, is categorically ridiculousThis company's predatory practices of non-coverage of "Known and Unknown" is reprehensible I will not be renewing any contract of service with CHW and would want any potential client to be warned of the clauses within CHW's policies I am thoroughly disappointed with the quality of service provided by CHW
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 assetWe are committed to providing a positive customer experience and we take all feedback very
seriouslyChoice 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 purchaseIt may also be found on our web site at ***
Upon review of your policy, we do see that you placed a claim for the Air Conditioning system and we do see that the compressor is under manufactures warranty therefore this claim would not be covered under CHW’s policyPlease see Section FLimitations of Liability #
The manufacture would replace the part and you would be responsible for the labor of the technician
We do see that as a goodwill gesture, CHW offered to provide you with assistance in the amount of $towards the labor that you are responsible for taking care ofWe advised you on 6/13/16, once you have the invoice for the cost of the labor to provide it to us and we will then send you a check for the $
We do regret your frustration however CHW is in full compliance with our terms and conditions of our policy
Regards,
CHW
Regards,
CHW

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

Complaint: ***
I am rejecting this response because: their statements are untrue as to the report of the dealer that they supposedly put their confidence in to do their workI have written report and it does not state what they are sayingThe report stated that it was due to wear and tearChoice Home Warranty are not doing what they say they will do in their warrantyI am not satisfied at all, if there was something I could have done to prevent the problem I would have done it, it very well could have overheated as the temperature was running around a degrees at that time which would classify as wear and tearWhat did they expect me to do stand out there and fan it? No I will not accept their nonsense of a settlement and I don't know of anybody else in their right would either
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 *** Upon review of your claim it appears it was processed in accordance with the policy section Letter F, Number in which CHW is not responsible for repairs related to lack of maintenanceAlthough not required, you are invited to send your maintenance records to CHW at *** for a review of your claim 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:
Regards,
*** ***Dear CHW,This is the way you hide behind your own policy that you have the right to change or manipulate as you see fit One of your sales reps called me and I responded to the call and chose your service based off his recommendation not your policyI should have read it first and then called youSo basically your saying I was negligent in choosing your business based off promises made by your sales teamThis is fraudulent and I will make sure I rate your company on as many sites as possible just like you can hide behind your policy I can utilize the power of the Internet to make sure no one makes the same mistake by choosing your companyYou cannot say that we cover the product but not the internalsImagine if I went to the doctor and they say yeh we cover you but not your heart or you lungsThanks for nothing

Dear *** *** Thank you for your response. Once we receive your second opinion and it has been reviewed, we will contact you. If you have any further questions or concerns, please contact us directly at ###-###-####, Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm EST. Regards,CHW

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 we do see that we were able to assist you with the following claim for your garbage disposal: Claim # *** on 4/10/ This unit stopped working due to wear and tear.Unfortunately, the claim that you placed for your dishwasher the issue that was diagnosed was that the motor is going bad Upon entering the claim you stated that the unit hadn’t been working properly in the past weeks That would put the date to around 3/27th Your policy began on 2/18/a little longer than a month prior to Per the technician’s diagnoses, the motor cannot go within a month Per our policy, your unit must enter into the policy in good working condition.Please see section ACoverage # Are in place and in proper working order on the effective date of this home warranty contractThis contract does not cover any known or unknown pre-existing conditionsIt is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or componentsThis contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,square feet, unless an alternative dwelling type (i.eabove 5,square feet or multi-unit home) is applied, and appropriate fee is paidCoverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homesThis contract describes the basic coverage and options availableCoverage is subject to limitations and conditions specified in this contractPlease read your contract carefullyNOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.We understand that you may not know that the unit was going badly when you purchased the policy but per our policy Section FLIMITATIONS OF LIABILITYThe following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.You have requested a full refund of the policy; unfortunately we are unable to provide that to you Our contract with you states that you will be charged a $administration fee and also since you have broken the contract, we will deduct the amount that we have paid out on claims that you have had You are always able to cancel your policy but because we paid out on a claim, you would not be entitled to a full refund.Please see Section LCANCELLATIONThis 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 thank you for your feedback as it helps us improve our policy and our customer experience.Best regards,CHW

Dear *** ***,
We do regret the frustration that you have encountered, if you would like for CHW to review this claim again for a more favorable outcome; we ask that you provide us with records showing that the unit was properly maintainedThe pictures that we did receive show that the heat exchanger to be in very poor shapeAlso, per the diagnosis we have received stated the sameThe technician that was out to your home last stated that this system was not in good shape, this along with the pictures was proof that the unit was not maintained
Please understand that the outcome of the claim is based upon the diagnosis as well as the policyWe compare the two and our inside technical staff are the person’s that decide the outcome
We also see that CHW has offered a goodwill gesture to assist you with this claim in the amount of $in which you declined
If you can provide us with records showing that the unit has been properly maintained, we are sure that we can offer a better resolution for you
Thank you,
CHW

Complaint: ***
I am rejecting this response because:
The response that CHW have put as the reason that they have denied the claim saying the company had said the heater exchange had failed due to rust and corrosion is not trueThe company that serviced and took pictures said that there is no rust and will go on record to state that I will furnish contact information to you so you may contact them directly (Right Now Heating and Air) telephone number *** also the technicians that came out at different times, *** *** *** *** *** * *** the told me that's why there company won't work with home warranty plans because they force them to be dishonest toward the customer, why they can't cover the problemThe company they sent out to inspect my system did not inspect the system properly and said it was okay to use the system even though it was a dangerous to me and my familyAnd as far as getting a contract of CHW I never did receive one, I had to download it when they denied my claimI am very disappointed with there business practices and standards it could have cost deaths!! So no I am not satisfied with there reply
Regards,
*** ***