Bass Services, Inc.

In accordance with the policy, section Letter F, number 19 if there are damages that were caused by the technician you will need to follow up with that company to seek a resolution. The policy indicates, We are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performance. 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:there was no mention of corrosion. Every tech thAt came out indicated that the clock would stop the oven from keeping proper temperatures. As I explained how my chicken was raw. My Turkey or other meats we're not cooking thorough enough. As my food has to be well done. It cooks for about 45 minutes to an hour when on 400. The [redacted] technician did say if I turn it on 400 instead of my normal 350 it would probably cook done foods. But I can't cook anything else after that. Long term cooking is out. So Christmas and New year. I were not able to cook big dinner. I asked company several times to cancel. They send me emails to call them and then tell me to sign a form waiving my rights for future actions against them. I just don't want to deal with a company that is no Revdex.com rated. Want to end this ASAP.thank you.
Regards,
[redacted]

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

Complaint: [redacted]
I am rejecting this response because:I was instructed by your customer service lady to have it fixed because of the elderly people with respratory problems and the extreme heat inside home. She could not get a claim number assigned to us as she kept saying the computer would not allow her to do it and she Did not know why. We did as she instructed us to do. We were also informed by her to submit the invoice for reimbursement, which we did . We have no control over computers on your end , it was not our fault that s claim number was not assigned . Elderly people's lives were at stake and she realized the danger , knowing it would be at least a few days till a repair was done seeing that it was a holiday weekend ! We are not at all satisfied customers as we do as instructed by your representatives and you don't stand behind them ! We will Pursue this in court if we can't come to an agreement ! 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Please be aware that we know the paragraph that Choice is citing.  This rule does not negate the fact that the Choice should be held liable for the substandard repairman.  The reality is We now have to spend money to repair a problem cause by someone they hired.  We can keep going backward and forward to no avail.  We will continue to pursue in another way.
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]

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 policy that began with us on 3/9/16, you placed a claim for your Air Conditioning System on 3/17/16 stating that the unit did not work since the day prior; 8 days after the policy began.CHW dispatched a technician that came to your home and advised us that the unit had a bad condenser fan motor that burned out due to the motor winding.  The failure that happened could not have happened in the amount of time that you had the policy open.  Per our policy, Section A. Coverage states that all units must come into the policy in proper working order. It also states in section F. Limitations of Liability #1 that we do not cover any known or unknown pre-existing issues.  Being that the unit failed within the short time of the life of the policy, this would not be a covered claim.We do see that you chose to cancel the policy with us after 2 payments of $37.92; CHW did abide by the user agreement Section L. Cancellations and agreed to cancel the policy. We do regret the frustration you experienced; however CHW is in full compliance with our terms and conditions of 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/useragreement. A review of the claim shows that it was processed according to the policy.  This was a partially covered claim.  Based on the diagnosis that we received, it stated that the run capacitor failed and needed to be replaced, we covered this replacement.  It also stated that the coils were dirty and needed to be cleaned.  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...”You advised us a few days later that the system was not working again, therefore we sent our technician back to your home to diagnosis the issue.  Based on the second diagnosis that we received, it stated that due to the dirty coils, it caused the capacitor to fail.   Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied.  In order of properly clean your unit, you will have to hire a licensed HVAC technician to perform service maintenance on your unit. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

, CHW dispatched a technician because we are not technicians and do not know what the issue actually was.  Once we found out that the tank itself was leaking, we advised you that it was not covered per our policy.  We also offered you a onetime free service call fee as a goodwill gesture to refund you for the service call that you had to pay for with the water heater claim.CHW is not scamming you as you stated and if you feel this way, we would be happy to provide you with a pro-rated refund as we would not want a customer that would think that we are a scamming company.I have documented you policy to show that I have advised you of our Cancellation policy, please see Section L. Cancellations and if you would like to cancel, we will do so.CHW

*** *** We see that you have chosen to cancel your policy with CHW and we do see that when you signed up with our company you were provided the same 30 day grace period that all of our customers are provided to review the terms of the policy. Although it is stated in our policy that specific items are not covered, in reference to your refrigerator, CHW had provided you a check in the amount of $144.79 and we paid the technician along with the part.   We do see that as a goodwill gesture, CHW offered and provided you with 2 free months of coverage and covered a total of $418.91 in authorized claims.  Due to the fact that your policy is cancelled, you are a monthly customer which means that you would not be charged the administrative fee since you pay month to month, we are unable to process any refunds either. We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy. CHW

Complaint: [redacted]
I am rejecting this response because I have done the correct maintenance as per [redacted] since I have acquired the Home in 2015 and the Purchased the Choice Warranty.[redacted] has stated that the units have had normal wear and tear and have exceeded it's life expectancy ONLY because the maintenance has been done regularly.I have done / honored my part of the agreement since I purchased the home warranty starting in 2015.If we need to go to court and bring A/C & Heating experts to prove / justify that I have done the correct maintenance and the units have normal wear & tear, we can do so.Choice Warranty should propose something in return / good faith.
Regards,
[redacted]

Dear [redacted]We regret to hear your frustration and dissatisfaction with CHW. Please note that you were only entitled to a pro-rated refund, as it states in your 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 acontract 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 paidcontract fees, less a $50 administrative fee.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 administrativefee.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

[redacted]We do see that this refund was going to go back onto your credit card however due to the fact that you are no longer a customer of ours, we will be sending you a check for the amount. You will receive a check in the amount of $45.00 in 30 business days.Thank you,Choice Home Warranty

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 the claims that are referenced shows that the claims were handled in accordance to the policy. The diagnosis that was received related to the water heater is that the water is leaking from the tank. Section Letter D, Number 6 of the policy indicates that CHW is not responsible for repairs related to main, storage or holding tanks. There was another claim that was placed for the plumbing system in which there was a leak in the bedroom wall. Section Letter F, Number 2 of the policy states, “We are not responsible for providing access to or closing access from any covered item which is concrete-encased or otherwise obstructed or inaccessible”. The actual leak itself was covered. Please accept the apologies of CHW if you were led to believe that the water heater would be replaced on the website. The policy has this outlined. A direct link to the policy is included above and has been mailed previously upon purchasing of the policy. Please call the CHW customer service team directly if you have 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 [redacted]   Upon review of your claim it shows that the claim was processed according to the policy. In order to diagnose the problem, access was needed, which was granted to the dispatched technician. The technician’s diagnosis provided to CHW was that there was a ¾ inch copper line that was leaking and that there was a pinhole causing the leak. There were also many spots and the pipe was oxidized and corroded. Section Letter F, Number 1 of the policy indicates that rust and corrosion are not covered.   CHW values all customers and doesn’t want to see any customers leave, however, if you would like to cancel the policy as indicated, please refer to section Letter L of the policy and call the team directly at ###-###-####.     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 need to see the actual check, until then I will keep rejecting your responses. And by the way, it's not a Good will gesture from your side. it's your company's duty to take care of the customers on demand. It's very unfortunate that I have to follow my complaint through through the third party. So it's my good will gesture to stay patient and still not receiving the check.
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 the account shows that the policy was cancelled prior to the 30 days in which you are entitled to a refund. The information has been submitted to the CHW customer service team to apply to the card on file. Please call the CHW customer service team at ###-###-#### with any questions.  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 [redacted]  Per our policy CHW does not cover non-ducted wall unit as stated in Section D. Coverage #4 AIR CONDITIONING/COOLER Exclusions-non-duct systems.  We do see that you had disagreed with this information that was provided to us by the technician.  If you would like to have your own technician come and provide us with a diagnosis, we would be happy to review the claim again.  As for now, we cannot provide coverage for this claim due to the diagnosis that was provided.  You state that you have ad 3 technicians look at the unit, we would be happy to take any of their diagnosis to review.Lastly, we do thank you for trying to reach out to [redacted]. before filing the complaint, per our policy we do ask that you allow 30 days for a dispute of a claim. All claims are handled in the order that they are received.We regret your frustration with this claim however CHW is in full compliance with our terms and conditions of our policy. Best regards,[redacted].CHW

Complaint: [redacted]
I am rejecting this response...

because: As of 7:54 P.M. on the 25th of August (16 days0, is no where to be found. Talk is cheap and the response from CHW is just that. I suspect it is  being shuffled around within their system.  They appear to be a sad, sad organization with a flawed business model.
Regards,
[redacted]