Bass Services, Inc.

[redacted]CHW received an email from you on 1/27/17 that states that you are requesting to cancel your policy with us.  As a goodwill gesture, we are offering to provide you with a full refund of the one policy for [redacted]. in the amount of $330.00. If you would like to accept this offer, please contact us at ###-###-#### and we will provide you with an agreement to have a refund go back to your credit card. If you do not wish to cancel this policy, then you are welcome to provide us with a second opinion that shows a different outcome.Thank you,CHW

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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, as long as they keep their part of this resolution and I receive my $200.00 as promised.
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] Upon review of your claim, we do see that you have had several claims not only for the Air Conditioning System but others as well to equal the amount of $838.82.  However, reviewing this claim, we do see that the failure that occurred showed to be a lack of proper routine maintenance.  CHW will be happy to review the claim again if you can provide us with records showing that you have had routine maintenance as specified by the manufacture; which is per our policy that you do.  Please see Section F. Limitations of Liability #12.Please kindly send your routine maintenance records over to [redacted] for our authorization team to review claim.We do regret your frustration; however CHW is in full compliance with our policy. Thank you,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 calcium and sedimentary building inside causing restriction in the line.  Per our policy, Please refer to your home service agreement Section Letter F., Number 8, CHW is not liable for repair of conditions caused by “…sedimentary build up…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel due to your dissatisfaction. As of 11/3/17, your 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

I do see that you had 3 policies with CHW, I also see that you had placed this claim for your pool 3 times: the first time the claim was # [redacted] on your start date of 5/07/15, the second one was # [redacted] on 5/25/15 that we could not process because the previous claim was not a month old and we expect the customer to have it fixed and not call it in later.  The last claim that you placed for the pool was# [redacted] on 5/27/15, you stated it was for something different and you provided a proof of repair so we did process the claim.  We did advise you that this was a non-covered claim, the technician advised us that the unit has not been properly maintained and it was also pre-existing to the start date of the policy.  Per our policy, Section A. Coverage All units must come into the policy in proper working order. 3. Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or  multi-unit home) is applied, and appropriate fee is paid. Coverage 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 homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE:  This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.Also, Section F. Limitations of Liability #12 states that all customers should maintain their units according to the manufacture specifications.12. We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement.The technician also stated that this issue was the same as the first claim that you had placed and it was not correctly fixed.  You did speak to Russ and as a goodwill gesture CHW was going to offer you the amount of $60.41.Once a customer cancels the policy and breaks the contract with CHW as stated in Section L. Cancellations, they are to pay back the amount that was paid on claims, CHW would not send you a check for the goodwill because it would be deducted regardless. Please see Section L.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.CHW will not be sending a check for a policy that has been cancelled as per the policy, we do regret your frustration with this claim.Regards,CHW

[redacted],We do regret your frustration and that the outcome of the claim was not covered due to a lack of proper routine maintenance as specified by the manufacture however we do see that you have spoken with our Customer Service Agents who are assisting you as a goodwill gesture for this claim. CHW is paying a total of $1050 to the technician and you are to pay a total of $550 for a mutual resolution. Thank you for taking time to work with our customer service department to resolve this matter.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 Upon review of your claim, we do see that a check in the amount of $180.00 was authorized for your unit as a buyout.  Our checks do take 30 business days from the date of the authorization.  We also see that the check should be mailed out this week and you will receive it shortly.If a check does not reach you after it has been mailed out of our home office, we can reissue a check but the customer will be charged $30 for the stop payment on the previous check.  If it has been 90 days or more, CHW will then reissue the check at no cost.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW

[redacted],Please see our policy Section D. Coverage 10. OVEN/RANGE/STOVE/COOKTOP (Gas or Electric; Built-in, Portable or Free Standing).INCLUDED: All components and parts, except:EXCLUDED: Clocks (unless they affect the cooking function of the unit) - Meat probe assemblies - Rotisseries - Racks - Handles - Knobs - Door seals – Doors – Hinges - Lighting and handles – Glass - Sensi-heat burners will only be replaced with standard burners.In the excluded portion of the policy, it does state that we do not cover the 'glass".  Also, CHW states in the policy that we will replace for similar systems, but do not state that we can match exactly.  In the case for your oven, since we do not cover the glass, we would not provide you with a system that has that feature.Regards,CHW

On 3/17/15, you placed a claim for a Plumbing Stoppage at that time you had requested to use your own technician.  CHW advised the you that he may use your own technician but you have to have the technician contact our authorization department in order to receive an authorization for any work...

performed.  We explained to you that per our policy, Section C. Coverage # 3. 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.On 4/29/15, we received an invoice along with the your reimbursement form from the technician stating that you did have the work completed the same day as the claim was placed.  We contacted the technician and we were advised that there was a broken pipe for an outside hose bib.  On 7/16/15.  We explained that we had spoken to the technician and per our policy, Section D. #8 states that we do not cover Hose Bibs.  You stated that the technician did not use that terminology and wanted us to contact him back.On 7/29/15, we were able to reach the technician again and confirm that the issue was in fact a hose bib that had the failure.  We contacted you to call us and on the same day we explained to you that we had spoken to the technician and again, per our policy Section D. Coverage #8 Plumbing Stoppages under Exclusions “ … hose bibs…” are not a covered item.You again contacted us on 7/31/15 again to review the claim and we again provided the information from the technician and explained to you that if you felt that this is an error then you should have the technician contact our authorization team and provide us with a different diagnosis but as for the diagnosis that we had received the claim was not covered.We do regret your frustration with this claim however; Choice Home Warranty was in full compliance with its terms & conditions.  Thank you,CHW

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Again,  CHW is not addressing the issue of chafing statements to avoid paying claims.  This is the real issue.  The company is consistently changing statements and will not address that issue.  Company is a fraud and should not be permitted to do business.  Lawsuit in 2014 where they had to pay monies for not paying warranted claims and still persists to this day.
Regards,
Claude [redacted]

Complaint: [redacted]
I am rejecting this response because: They are not telling the truth. The a/c company did not resolve the issue they made the issue worse and caused the unit to need to be replaced. They approved replacement and I have all the document to prove it. They sent out a plumber charge me the $45 and they didn't and couldn't fix the problem and then made me pay out of pocket to fix it and now won't honor covering that expense. The company has charged me for coverage for the months that are refusing to pay for the money I had to lay out and for thier vendors breaking my a/c and the plumbing. This company has numerous complaints for just what they did to me. They can't charge me for coverage and then deny coverage. If they don't want to cover what they are responsible to cover than they can't charge me and then say they won't pay because I cancelled my service.  They need to repair and replace what they comment to repair and replace or credit me back the months they charged for the coverage.  They can´t have it both ways and based on the hundreds of negative reviews they continue to steal from consumers with no one stopping them. If they do not cover my expenses or issue a full refund I will be having my attorney contact consumer affair and file a suit. They can´t be allowed to treat the elderly this way and get away with it. 
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 our web site at [redacted]Upon review of your claims, we do see that the technician came out to your home for your dishwasher and he stated that he found no failures.  We also see that you had your own technician come out and he stated that there were failures and the cost of the repairs would be $$254.39.  We can see that CHW approved a check for you in the amount of $299.39 which means that we did provide you back the service call fee that was given to the first technician that came to your home. We have placed a complaint against this technician and the Vendors Managers will speak with him, we can assure you that he will not come back to your home if you chose to keep your policy.We cannot cancel the policy through the Revdex.com but we do ask if you are still requesting to cancel your policy, please contact us and speak to our Retention Department.  They will be able to provide you with the amount that you would receive as a pro-rated refund that would be in accordance with our policy Section L. Cancellations.We do regret any frustration with this claim and do hope that you chose to stay with CHW as you are a valued customer.We urge all customers’ to review the policy within the 30 day grace period that is provided before the policy begins.  You have this time to ensure that all units are in proper working order as well as to cancel for a full refund within this time period. Best regards,CHW

Complaint: [redacted]
I am rejecting this response because: The company lied to us concerning the repair and stated that they would not cover due to rust and corrosion, that is not reason air conditioner needed repair and they read the report to my husband and said it was due to pressure the same reason the technician who checked our unit said it needed to be repaired due to pressure.  WE spoke to the technician several times and he stated they never called him to clarify when they said they had this company is a scam and we want to cancel and would like our money refunded.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: $300 does not seem fair nor reasonable. I have approximately $600 documented out of pocket expensessince filing the claim on 02/25/17. The hours I have spent exchanging emails and telephone calls with the claims department has accomplished nothing to have my A/C repaired. The reason I purchased a home warranty from CHW was to protect against this very thing.
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 have re-reviewed your claim, and have come to a more favorable outcome you.  Based on the diagnosis that we received, it stated that pool motor seized and failed.  It also stated that previous gasket leaking caused the motor to fail.   Per our policy, Section Letter F, Number 19, CHW is not responsible for secondary damages. After further review, CHW has overturned the outcome and will cover this claim.  Your pool policy had a cap of $500 in which $201.16 has already been used.  We have authorized $300 to the technician to repair your unit.  The out of pocket expense for this repair will cost you $30.  Please note that this repair has capped out your pool coverage until the next term.Please contact [redacted] at ###-###-#### to schedule an appointment for the repair.Regards,CHW

Dear [redacted] [redacted],We regret to hear your frustration and dissatisfaction with CHW. Please refer to 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 would like to cancel your policy, please contact us directly at ###-###-#### Monday-Friday 9am to 6am EST.Regards,CHW

I am rejecting this response because:Yes, I did receive the $1290.00 as a reimbursement settlement.  However, I spoke with Aaron [redacted] two days after my contract went into effect and the day after my first claim was put in.  It was my full intention at that time to cancel out of my contract because of the misrepresentation on Robert [redacted] ( sales associate). At no time did Mr. [redacted] nor Mr. [redacted] state any cancellation fees would I incurr only that they would refund my $1875.00 by prorating.  Not to mention that Mr. [redacted] said that they were the only company to reimburse with no hesitation. He made it sound that easy and professional, lol!   We discussed cancellation throughly especially because of previous experiences that was what I wanted at that time.   Regarding the AC repair or not, that was the final deceit regarding your company.  When a reapir is called in I am aware that I must pay the initial co-pay of $45.00 and if the "same" issue occurs within a three month period the customers co-pay would then be waived.  You guys adamantly demanded that I pay another $45.00 for the same problem a week later.  Yes, I was waived 2 co-pays but that is all irrelevant.  (It was offered as manipulation when I attempted to cancel by Mr. [redacted], therefore keeping me aboard. )  Never did I receive a hard copy of my contract and I did request that as well.  Why should I pay more than an annual contract that of $450.00 for the same service that I would receive but instead you charged me $585.00, more than an annual contract. Not only did you deny claims from the start and make this process extremely stressful and frustrating but what would happen if I used up the $1875.00 that I was billed for a 6 yr contract in just 2 years???  Its clear to see that you would deny all claims for some ridiculous reason as you attempted to from the onset.  My dryer claim that was initially denied because your customer rep. said, " that it was to much money to pay out considering that I only just began my contract approx three weeks prior."  I don't recall reading that in your contract via email  or telephone conversations with Mr. [redacted] or Mr. [redacted].  I don't even believe that I should have to pay $450.00 of an annual contract.  The company CHW made my experience with them a horrible one.  Their own contractors that they use told me how terrble they are when it comes to paying claims.  My intention was not to arguing each time when placing a claim nor should I have to contact Mr. [redacted] for approval.  I could simply call contractors myself for all my appliances but thought that by contracting with CHW the experience would be much less stressful when it clearly was not!  At not point tdid they live up to THEIR mission statement!

Complaint: [redacted]
I am rejecting this response because:I received an e-mail to call them and then a verbal"claim denied" BEFORE they had even received the photo's of my furnace!    There is no way they could have denied my claim stating my furnace was neglected BEFORE they had seen pictures, but they did.  Their contractor who took and sent the photo's of the cracked heat exchanger said it was NOT neglected and they still rejected my claim.  As a result of their horrible customer service, this contractor told me he is withdrawing his association with CHW!!!  I stand firm that they are a VERY dishonorable company and had no intention of ever paying for any of this claim.
Regards,
[redacted]

Some of our questions still remains. Choice Home Warranty Technicians report is not yet received, we need to consult another technician for repairs. of our refrigerator  Also we need the name of the person to contact for our refund.  Choice Home Warranty"s advertisement for enrolling in their program misguided us.