Bass Services, Inc.

Dear [redacted]We regret to hear your dissatisfaction with CHW. If you choose to move forward with cancelling your policy, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST.Regards,CHW

Dear [redacted],We do apologize for the inconvenience this may have caused you.  We have contacted our IT department to remove your information from our do not call or email list.  Please allow one week your information to process. If you continue to receive...

solicitations, please forward the email to us at [redacted], so we could revisit the issue. Regards,CHW

Thank you for providing the maintenance records to CHW for review. The documentation that was submitted is not sufficient as it does not validate that the unit received the proper routine maintenance. The routine maintenance records should display information that includes amperage readings, pressure levels, etc. the check list that doesn’t have any unit information or address information is not sufficient. The policy outlines in section Letter F, Number 12 that 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.

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 appears that your claim is being processed in accordance to the terms of the policy. Based on the repairs needed, the unit is not worth the repairs. As agreed, a check in the amount of $150.00 has been processed to be mailed to you. If this information is not accurate, you can call the customer service team at [redacted].   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:
Emails forwarded to [redacted] are rejected as undeliverable. The emails continue to come. 
Regards,
[redacted]

Choice Home Warranty (CHW) sent two worthless mechanics to supposedly repair my Air Conditioning (A/C) unit. The first one was 118 miles from my house. He said the air-handler needed a circuit board. We never heard back from him and he never contacted CHW to my knowledge. I paid him the $45...

copayment.The second technician, who was also paid the copayment of $45, said the condenser unit outside needed a defrost circuit board and both the boards were wired haphazardly and probably wrong. He could not find a matching circuit board, had a death in the family, and a marriage as well of his daughter I think. After nearly four weeks without A/C we were desperate in trying to get help from CHW.My wife finally called a local "reputable" firm who sent a technician the very next morning. He repaired the A/C unit in one hour. The problem? A weak contactor on the condenser unit and a loose wire nut in the air handler unit. Both circuit boards are perfectly fine, the wiring on the unit is fine with both the air-handler and outside unit.We're out $90.00 in copayments and the cost of the actual repair from a non-CHW contractor. If Choice Home Warranty isn't embarrassed by this situation, they aught to be. A CHW manager offered to pay $250 toward our repairs but we haven't seen a cent from them. I think we should also be reimbursed for the two shoddy workmen we made copayments to without satisfactory repairs.

Dear [redacted] We do regret your frustration, however, your refund was based on a prorated amount as per our policy which states in Section 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.   Please note that CHW did not charge you for a leak test and as stated in Section Letter D, Number 4, we do not cover “leak detections.” Per your request, Choice Home Warranty has cancelled your policy as of April 19, 2017 and processed your refund.    Regards, CHW

I am rejecting this response because:this response is something made up to sound good and to try to cover the scams that this company is committing on its customers. When I spoke with the customer service representative I told her that the water was running, not leaking, but running from the bottom of the tank. That clearly states that the problem was the tank itself. Besides, why did the manager state that he would credit me my next service fee, if he did not feel that a mistake was made on their part. The refund is not as important to me as putting a stop to the way this company is treating its customers. I have contractors that have stated how unfair this company is when it comes to servicing its customers for certain repairs. Now I am in search of other customers that has had similar experiences with this company. I am rejecting their response because this company is not only scamming people of their hard earn dollars but the customer service is also horrible. Once the recordings from my calls are exposed, the truth will come out for sure.

Complaint: [redacted]
I am rejecting this response because:
The company that did the maintenance on the unit called choice and tild them in detail the work he preformed. He said that proper maintenance was preformed on unit. The Choice rep. Admitted that the coils going out was due to the age of the unit. It states clearly in the contract that they do not refuse warranty due to the age of the unit. We did proper maintenance on unit as asked by Choice. Now that there is an issue with the unit because unfortunately no unit lasts forever, they are refusing to fix it.
Regards,
[redacted]

Dear [redacted],We do regret your frustration however we are not able to change the outcome of the claim with the diagnosis that we were provided with.  We are willing to provide you with a refund of the policy and subtract the amount that CHW has paid out to provide a refund of $260.00.If you would like to accept this offer, kindly please call us at ###-###-#### and we will provide you with the agreement to receive the funds back.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 [redacted]   A review of the claim shows that CHW did process the claim accurately. Section Letter C, Number 2 of the policy states, “Upon request for service, we will contact an authorized Service Provider within two (2) days during normal business hours and four (4) days on weekends and holidays. The authorized Service Provider will contact you to schedule a mutually convenient appointment during normal business hours”.  The claim was placed on 11/19/16. On 11/21/16, CHW made you aware of an alternative option that is offered that will allow you to secure your own technician and be reimbursed according to the guidelines provided that include:  CHW reimbursing the technician at the CHW rate, the technician being paid upfront for the work completed, prior authorization sought from CHW before work completion, 2 days to process the reimbursement form and it takes 30 days to process the check. However, at this time, it appears that a technician has already provided a diagnosis to CHW. The failure is being caused by a leak from the tank. Section Letter D, Number 6 of the policy indicates that CHW is not responsible for repairs related to the storage or holding tank, as a result, the claim is not covered. CHW attempted to reach out to you via telephone at 2:41pm on 11/21/16 to provide the diagnosis but didn’t receive an answer. An email was also sent. Please call CHW customer service team 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

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]I have reviewed your claim and I have emailed you and also tried to call you on both numbers that were provided to us.  I do apologize for any trouble that you have gone through with this claim.  It appears that the unit is under manufacture warranty.  If you contact the manufacter with the serial number and the model number that I have proved to you, they will send you the part for no cost.  Once you have the part, please contact us and we will provide the technician to put the unit in for you and cover the labor portion of the claim as well as the access.  Although the labor and access would not be something that CHW would cover, we are happy to assist you in this claim.  If for any reason you find out that this unit is not under manufacture warranty, please contact me directly and I will make sure to have the technician come to your home and fix the unit at no cost to you.For your trouble, we have added a onetime free service call fee to this policy and do hope that we have this resolved as soon as possible.Please feel free to email me with any questions or concerns. [redacted]Respectfully,[redacted]

I do apologize for the time frame of the parts being ordered.  This is out of our control but I have contacted the technician Scott and he is on his way to your home today 6/17/15 to repair the unit.  Also, I do apologize for not returning your call that quickly, I do respond to customers...

in the order in which I receive the claims.  You had requested a "break down" that Russ did provide to you and I will place it below:Customer responsible for Dryer - $85Recovery - $50Disposal - $50Disconnect Installed - $125Evap Coil cleaning - $150Labor - $300Total - $760CHW is covering:CFM - $250GW - Run Cap - $65, Compressor - $295, Labor - $175Total auth - $785GW -$535.00The total of this is $1545 and all of the payments that CHW is paying out for is out of GOODWILL.  This was not a covered claim and out of good faith, we have covered the portion for you.Respectfully,Tracy

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.   The cancellation department has been made aware of your request. CHW doesn’t want to lose any valued customer and although the claim is not covered due to rust and corrosion as outlined in section Letter F, Number 1 of the policy, it appears that the team wanted to assist you. That assistance was denied and there has been a request received to cancel the policy. Please expect a call to handle this. You may also call directly at ###-###-####. We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

The cancellation email has been sent again to the address on file which is the address listed in the complaint. The account is no longer active.  Regards, CHW

[redacted],Upon review of your claim, it shows that the control board shorted out causing the wire harness to melt.  The wire harness shorting out caused the control board to fail; this is considered to be secondary damages which per our policy we do not cover. Please review Section F. Limitations of Liability #19.  We do however cover the main failure of the wire harness and the labor and you would be responsible for the remainder of the claim.We do understand your concerns and if you have any further questions, please feel free to contact us at ###-###-####.Thank you,CHW

Complaint:...

[redacted]
I am rejecting this response because: There policy states that the funds would be back in my account within 7 to 10 buisness days after I canceled. Not 7 to 10 buisness days after 7 to 10 buisness days after being canceled. I  have been on the  phone for hours waiting for them to take me off of hold to be told that I would have my funds in my account within 7 to 10 days of my cancelation. This is one mismanaged and discieving company that has no intention on refunding any funds once you read their warranty and insist that you don't need your concerns in writing. That they will make notes on your account and they will remember their notes 5 to 6 years later with the owner of the policy not having a copy. Plus it took 45 minutes on the phone to get my warranty canceled. They kept insisting that I had no need to cancel no matter what I thought.
Regards,
[redacted]

Your previous claim (that CHW did pay) the condensing fan motor was replaced but it was too late because by that time the compressor had already had the damage and that is the reason that the replacement did not work and the compressor failed.  The condensing fan motor being bad causes the compressor to overheat and fail. Secondary damage from the condensing fan motor failure caused the compressor to stop working.  Again, per our policy we do not cover a lack of maintenance, secondary damage, We did advise you that the unit shorted to the ground and of the secondary damage.  You called our office today and we did explain to you the failure that happened. We have offered a refund to you and you have declined any offer that we gave.  I do apologize, there would be nothing more that we could do for you at this time as this claim is not covered under our policy.  Please see Section F.  19. 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. You expressly waive the right to all such damages. 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]We do apologize for any confusion but our checks do take a process of 30 days to dispense.  We have an automated system and checks are dispensed in the order that they were authorized.  Your check was authorized on the date that you accepted the offer on 1/21/16.  However, you stopped payment on your policy therefore the check has stopped the process of dispensing.  Once your policy is updated to a current status and not past due, we will be able to process your check.  You are currently past due $41.67 on your policy.We do regret your frustration however; CHW is in full compliance of our terms and conditions of the policy.Regards,CHW .

Complaint: [redacted]
I am rejecting this response because: by their own admission they did not cover a legitimate claim after the 30 day wait period. I called back to the technician and he said this is a normal repair for the age of the washing machine and is not unusual.
Regards,
[redacted]