Bass Services, Inc.

Dear [redacted],             Our policy states in Section D. Coverage # 8 that CHW doesn’t cover slab leaks.  If you would like to have your technician contact us to provide the second opinion that you have had, we will be **re than happy to reopen this claim however the pictures provided along with the diagnosis was that this unit has corrosion and rust both of which we do not cover per our policy Section F. Limitations of Liability #1 as well as #8. We do regret the frustration that you are experiencing however; CHW is in full compliance of our policy.CHW

Complaint: [redacted]
I am rejecting this response because:
That is incorrect. We have had a second opinion come out and service our HVAC and found that the Compressor failed for no known reason. There is nothing showing it was due to a shortage and Adam from [redacted] has called your Authorization department and given his diagnosis which then your representative Ike said "so it was do to a short to ground" Which Adam never said those words or even implied that and kindly told him the diagnosis he received which should all be notated on there. I assume your calls are all recorded so you may go back and listen to conversation. Ike also asked Adam if the felt our HVAC was clean and well maintained to which he told him yes it was and we have it serviced regularly. We have owned this house for 2 years and have always had it serviced. Our HVAC is 13 years old so yes things are going to fail in it over time. This was due to normal wear and tear and I have had 3 technicians inform us of that and that it did not fail due to a shortage from the compressor. I will NOT accept $142 as money to "keep us quiet" I have also read online that this is another way of you guys getting out of paying out claims that should be paid out. I will only accept the full refund of the compressor that we are being charged for which is $1500. I will literally go as far as getting a lawyer and suing your company because you are refusing to pay for something that is covered and should be covered due to normal wear and tear. No matter which way you reword what is told by the Techs and managers who have been in this business for 20+ years it is due to normal wear and tear. Your staff has been very rude each time we have called and cuts us off each time. Choice Home Warranty has been sued about a year and half ago for this exact reason and forced to pay out so I find it crazy that you still will not cover our compressor when 3 different technicians have stated this is due to normal wear and tear and should be payed out by the warranty company. We are entitled to our denial letter which still has not been emailed though Joe claims it has please send us the denial letter because we will be taking everything to a lawyer and taking legal action since you still stand by the fact it is not normal wear and tear despite multiple technicians giving you a diagnosis that shows normal wear and tear. 
Regards,
[redacted]

Dear [redacted]Tubing that is rubbing together is not a normal failure, also the area that it is rusted is where the unit is leaking.  As we stated in our prior response, we do not cover failures that are caused by rust or corrosion.  Also, we only cover failures that are caused by normal wear and tear. However as a goodwill gesture, CHW has offered to assist you with the replacement of the part in the amount of $200.If you would like to accept this offer, kindly contact us at ###-###-#### and accept the offer for the funds to be sent to you.Thank you,CHW

The facts provided in the response below are not true. I hired J[redacted], one of the CHWcontracted plumbers to fix the problem today. I had to spend 90 dollars to fix this problem after waiting for more than a month and causing leaking damage to my basement. Also, per Jakeen, he hasstopped working with CHW as they have a bad practice of rejecting genuine claims after diagnosis just to savemoney. I need my full money back. The plumbing issue was already covered under my warranty plan.    Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

CHW apologizes for your frustration, however, CHW sent the technicians to provide a diagnosis. The issues with the leaks were not covered.  You made a decision to use the technicians and you were provided with substandard service. You will need to follow up directly with the technician in question as that is not an issue with CHW. Section Letter F, Number 19 of the policy states, “You agree that We are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performance. You also agree that We are not liable for consequential, incidental, indirect, secondary, or punitive damages”. However, the issues at hand were not covered via CHW. CHW regrets losing valuable customers, however, if you would like to cancel your policy, please call the customer service team at ###-###-####.   Regards, CHW

I am rejecting this response because: G. MediationIn the event of a dispute over claims or coverage you agree to file a written claim with Us and allow Us thirty (30) calendar days to respond to the claim. The partiesagree to mediate in good faith before resorting to mandatory arbitration in the State of Nevada. I hope this safisfies the mediation clause in your contract.Furthermore you have not addressed the fact that your contract states
6. WATER HEATER (Gas and/or Electric)INCLUDED: All components and parts,Therefore, I contend that you can't exclude the Tank of the water heater because the tank is the water heater. I believe the exclusion would be for any extra holding tanks.
Regards,

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].   The system needs to be bled and this is a part of routine maintenance. The policy with CHW is not a maintenance policy. The air tube is a part of the system that is responsible for bleeding and wouldn’t be covered, however, it needs to be replaced. When you called CHW, the representative advised that you may seek a second opinion and have it submitted to CHW for review, however, at this time, the claim is not covered according to the policy. Please refer to section Letter F, Numbers 8 and 12 of the policy. Section Letter F, Number 8 states, “We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure”. Section Letter F, Number 12 states, “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”. Please call the customer service team at CHW directly at ###-###-#### if you have any questions. We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

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 only if they match the features, capacity, and efficiency of my existing frontload washer 5.2 capacity with Steam treat and vibration guard, electronic control with pedestal per their contract section F item 9:9. HWA has the sole right to determine whether a covered system or appliance will be repaired or replaced. HWA is responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color. HWA is not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governments.I will not accept anything other than a Front Load Washer with a capacity of 5.2 cu. ft. with steam treat and vibration guard.
Regards,
Lou Hopkins

Complaint: [redacted]
I am rejecting this response because: what is the purpose of a warranty? I  thought it was for unforseen events such as this.I would like a refund of the warranty and the $60 SERVICE FEE please. 
Regards,
[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 policy that started on 3/13/15, you placed a claim for your AC/Heating system on 4/20/15.  The technician explained to us that the unit stopped working because it shorted to the ground, the compressor failed to work.  Being that you had your policy for less than a month, this issue could not have happened within that timeframe of your policy.  It takes year for this to happen and a lack of proper maintenance, a power surge, improper install or improper repair could have all contributed to this issue. A compressor failing within a month of having our policy clearly shows that you did not come into the policy with the unit in good working order. Per our policy, we do not cover any known or unknown pre-existing conditions. Please see Section F. LIMITATIONS OF LIABILITY1. The 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.We also do not cover routine maintenance that we do require that the customer have completed by a licensed technician per the manufactures specifications.  We do apologize that this claim was not covered and that you chose to cancel your policy;  Unfortunately there would be nothing that we would be able to do for you. Your credit card has been given our prorated refund as you requested to cancel.CHW was in full compliance with the policy.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because:  I knew this particular business would try and cover their as. The wholesale price for the microwave doesn't cover the microwave I will have to replace above my stove. Furthermore nothing in the contract said I had to settle for wholesale crap. This contract was not paid by me  at a wholesale price. That's fine I will be cancelling my contract and never ever do business with CHW ever again.It is also my duty to inform other customers of the wholesale prices they will receive if they have an item that cannot be fixed. For 2 years my contract was for and only used it 2x was good. I shutter to think if I had to go through this often. I am not requesting an answer because u people suck. All I am awaiting is the check which I was told would arrive on the 15th of April. Now I am hearing the 27th of April. And CHW takes pride in their business! GO FIGURE! I definitely will be cancelling my contract June 2016 for sure. This is an unprofessional company that cheats people out of their money then quote that bull crap contract. Get some customer service people who have an understanding of English speaking people also.
I am totally appalled at CHW!!!!!!!
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I received the actual contract in February and I was told I had 30 days to review it, and I was also paying the contract in 4 payments for the entire year, whereas I could have chosen to make the lower monthly payments so I disagree of a refund of $58.12 after I have paid you all 223.12; I paid the technician $45.00 which was required.  I paid the contract and then you want to deduct and deduct that is incorrect. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:On recorded lines their management stated that it was covered. Also I am owed money because the service call costed more than $45.000 which violated the warranty contract. I sent a receipt in for $120.00 per managements request  for which I have yet to  be refunded.
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 the dryer was a claim that CHW provided you funds towards a new unit.  We do see that it was originally a repair but the technician was not able to repair the unit properly. We spoke with you on 4/4/16 and advised you that you will receive a check from us in the amount of $300 which you agreed to.We do apologize for the technician not being able to repair the unit to the way it was, but we are happy to be able to provide you with a resolution and funds towards a new unit.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. Please understand that the technician is unable to properly diagnose the unit due to the dryer being stacked on the washer.  In order to proceed, access will need to be provided for the technician.  Our policy states in Section...

Letter F, Number 2, CHW is “...not responsible for providing access...”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:
It should be covered as the licensed contractor confirmed that the appliances are not repairable and should be replaced by your warranty. What's the purpose of sending a licensed contractor when claims are determined by your own discretion?  Your business is unfair.  Filing a claim in your company is like getting though the hole of a needle but when you're selling this products, your calls are nonstop saying all these tremendous advantages.  
Regards,
[redacted]

Dear [redacted] Please be advised that our Consumer Advocate has emailed you regarding your request, please refer to the email and follow the instructions as advised. RegardsCHW

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 you paid $325 for the repair/replace of the condenser fan motor and the capacitor.  Please note, that we received a typed word document.  Please submit a detailed invoice from the technician to [email protected] in order for us to process your reimbursement at our cost in the amount of $180.For 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 AC claim, I do see that the technician advised you that you had a cracked heat exchanger.  Also, per your conversation with [redacted], he advised you that this is considered to be a lack of proper maintenance, a pre-existing issue to our policy and lastly, CHW does not cover valves.  Your policy started with us on 2/25/15 and your claim was a month later.  An issue such as this happens over time and not within a month of a policy.  I do see that you had spoken to [redacted] and he did offer you a full refund of your policy since you were in a disagreement with the outcome of the claim.  We do apologize, we are not able to cover the claim but if you would like the full refund, we are still offering it to you.  We would not want someone to have a policy with us if they disagree with the policy.We do apologize for any frustration that this has caused and we do appreciate your feedback as this does help us with our customer service and service providers.Best regards, CHW

Dear [redacted]You recently spoke with our Customer Solutions Specialist who advised you that we will send out an Electrician and plumber to upgrade the system and cap off the gas line. For any further issues or concerns, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST.Regards,CHW