Bass Services, Inc.

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 the system was low on Freon The leak was caused by a corroded evaporator coil. Per our policy, Section Letter F., Number 1, CHW is not liable for “…malfunction or improper operation due to rust or corrosion of all systems and appliances…”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied We strive to provide the best customer experience, therefore as a goodwill gesture, we offered you $towards the replacement You accepted this offer. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Our sales reps contact our customers because our customers' go onto our website to get a quote, on our website our policy is listed under user agreements and can be seen by anyone, not just customers that are currently with us. Also, after reviewing your policy, I do see that you were emailed a copy of your policy right after you had purchased it. From the date of sale, you have days to ensure that all units in your home are in proper working order. Please note sections F& CHW does not cover failures due to rust or corrosion.You currently placed a claim for your heating system again and we did advise you that since your last claim was not covered, if this is the same issue this too will not be covered. You chose to use your own technician on this current claimPlease see our policy that states that any work done prior to authorization will not be covered.For your convenience, I have emailed you a second policy-please check your SPAM folder incase you do not see it right away or you can visit our website again and look under user agreement. You can also go to the customers account center, place your email and your policy number to view your personal policy, if you had purchased extra coverage for any units in your home.Thank you,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 policyBased on the diagnosis we received, it stated that door seals are leaking and needed to be replaced Per our policy, Section Letter D, Number 11, it states that we do not cover “…doors…” Please note, that the door seals are a part of the door.Our SrClaims Specialist advised you the outcome of the claim, and because you were not satisfied with it, you were offered a onetime free service call fee for your next claim You accepted this offer.We strive to provide the best customer experience and as a goodwill gesture, we are offering to cover this claim for you Please contact us directly for details regarding this claim at ###-###-####, Monday-Friday 8am-8pm EST Saturday-Sunday 9am-5:30pm EST. Regards,CHW

Complaint: ***
I am rejecting this response because:
I have another claim for dryer repair that was completely ignored by choice home warranty The second opinion prove your technical dionigal was incorrect point out the repairs that were done a new compression was needI cancel my membership because of incorrect inspection on my claims.
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 ***
After reviewing your complaint, I agree the claim would not make any sense to be not covered however, upon reviewing the claim the reason that this claim was not covered was due to the fact that the first technician that went to the home stated that there was a clog in the condenser, he stated that there was “hair and debris all over the system”He also stated that the unit was freezing up causing a leak thought the freezer door
Per our policy Section DCoverage #states that we do not cover Refrigerators that have a “leak of any kind”
We do see that you had a second opinion due to the fact that the claim was not covered per the lack of maintenance that the technician statedThe second opinion stated that you had no issues with the unit is January but a few months later there was a leak and a clog in the condenserThis shows that the maintenance that you had done was improperly done
We do see that CHW offered you a full refund for the policy providing you sign the release agreement that we have sent to youThe agreement is because the policy itself is not entitled to a refund and as a goodwill, we are offering it to you
Please send the release back to us if you would like to accept the full refundIf not, we will be happy to continue your policy but please understand that this claim would not be covered due to the leak and lack of proper routine maintenance
We do regret that you are frustrated with this claim 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/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 the compressor shorted to ground This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor This failure does not constitute wear and tear as there are many safeguards that work to prevent these types of failures Per our policy, Section Letter A, Number 2, we cover failures that “Become inoperative due to wear and tear…”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied Please be advised that you were offered $1,towards the non-covered claim To accept this offer, please reply to the Consumer Advocate’s email directly.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

*** ***,We do regret that you feel this way however CHW is following the terms and conditions of our policy.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 I do see that you paid $for a year plan, you also broke the contract with CHW 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. By you breaking the contract with CHW prematurely, you are subject to paying the $administration fee as well as paying back to CHW whatever cost we paid out for you on any claimsWe do apologize but the calculation is correct per our policy We are not a car insurance company and we even state in our policy that we are not to be confused with an insurance companyPlease also see Section ACOVERAGE at the end it will state "... NOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty."We do apologize for any frustration that this claim and policy has caused you We do thank you for your feedback as it is always important for us to listen to feedback to help improve our customer service.Best regards,CHW

Complaint: ***
I am rejecting this response because: I had the furnace repairman call Choice Warranty as they told me to do they told Choice when talking to the repair person they would pay to have the furnace fixed and then sent me an email saying that they would only pay $of the almost $the repair man said it would cost to fix the furnace they said their repair man could fix it for $and but their repair person would not come for days and no matter how bad you needed them to fix it right away do to a the lady of the house having cancer they would not come any sooner and at that point they told me if I could find someone else to fix it go ahead and have them fix it just have the repair man fix it just have the repair person call choice before fixing it so I did that and they told him to go ahead and fix it than after he went for parts they emailed me and told me that they would only pay $being the told the repair man they would pay for the repairs they should pay the full amount if they were not going to pay the full amount they should have told the repair person that when he called them as he was told to doI bought this warranty so my repairs if needed would be taken care of I would think a warrant company like Choice would have more than one company that could fix a furnace they only offered to have this one company fix my furnace or for me to find someone to do it and just have them all Choice to tell them what it needed and how much it would cost I did this and Choice told the service person to go ahead and fix it they would pay and after he left to get the parts I just happened to lock at my emails and seen that Choice send me an email saying that Choice would only pay $of the almost $that the repair person said it would cost to fix it Choice told the repair person when he called Choice as I was told by Choice to have him do this to go ahead and fix it if they were not going to pay the full amount they should have told the repair person that when he called them

We will be happy to reissue you a check after business days or you can pay the fee of $to have the check cancelled We did our part and sent the check out, I have checked daily to see if a check has come back to us and it has not, therefore this check would be considered to be with the customer.Please advise if you would like to wait the days or pay the fee of $35.00Thank you,CHW

Dear *** ***We do regret your frustration and we do see that one of our Customer Service Specialist are scheduled to contact you however, please feel free to contact us at ###-###-#### and we will offer to provide you with a full refund of the paid policy.Once you have contacted us, we will send you a release agreement that will allow us to provide this to you.Thank you.CHW

*** ***,We regret to inform you that our offer does not come with the option of providing the technicianCHW has offered, per our records the amount of $ We do understand from reviewing the claim that you paid a total of $for your cooktop however we are not offering to provide that amount as stated before Our offer is per our policy, Section FLimitations of Liability #since the parts are no longer available, and we are paying as it states:“If parts are no longer available, we will offer cash payment in the amount of the average cost between parts and labor of the covered repair.”This amount is $at our rates; we are willing to increase the amount the extra $to match the amount that you have documented in the complaint as $ Kindly contact us at ###-###-#### and we will place the authorization for youPlease note that checks do take days to be sent to our customers and we do not want you to have to wait longer than you would have to.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 ***, and find that this resolution is satisfactory to me*** has completed the jobThanks for the help
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 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 purchaseIt may also be found on our web site for anyone to review before purchase at ***
In reviewing your statement made to the Revdex.com, you stated that “During the recent storms, our A/C failed”As we explained to you, our policy does not cover failures that are a result of storm damagesPlease see Section Of our policy where it 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.”
The unit also showed failures due to a lack of proper maintenance and rust/corrosion, which is not covered under the policy eitherPlease see Sections FLimitations of Liability #and #
We have as a goodwill gesture offered you a full refund of the paid policy with a signature on a release agreementIf you would like for us to provide the full refund to you, please send the form back to us
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy
Regards,
CHW

Dear Mr***,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. Upon review of your policy, we do see that your policy began on 3/22/and you placed a claim for your garbage disposal on 3/23/The technician advised us that the failure was that the unit was leaking from the canister and needed to be replaced This issue is wear and tear on the unit however this is pre-existing to the policy start date Per our policy all units must be in proper working order the day the policy begins It is also stated in Section FLimitations of Liability #that we do not cover any known or unknown pre-existing issues This failure could not have happened within the time frame that you had your policy.Per our policy, Section LCancellations, you are not entitled to a refund You chose to pay for the policy on a monthly basis If you had paid for a full year or more than we would provide you with a pro-rated refund minus claims paid and an administrative fee It is the customers’ responsibility to review the policy and ensure that all units in their home are working properly CHW paid the technician that came to your home for the service call fee We do see that you have cancelled your policy with us already as of 4/4/ We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy. Regards,CHW

CHW apologizes that the claim was not covered, however, CHW remained in the guidelines of the policyThe policy is sent to all customers to allow an opportunity to view the contract and present any questionsAs of now, the claim was processed in accordance with the policy Regards, CHW

Dear *** ***,We appreciate your feedback.Choice Home Warranty does not condone any rude behavior as we strive to provide the best customer experience We have brought this matter to the Director of Operations and the Quality Assurance Manager who will handle accordingly. Although Choice Home Warranty stands firm on the outcome of the claim, as a goodwill gesture, we are willing to honor you with a free service call fee for your next claim.Please note, that the $service call fee was not paid to CHW therefore we are unable to offer you the funds. Regards,CHW

Complaint: ***
I am rejecting this response because: I was promised a same day returned call from Jose on August It is now August and I have not received a call or a resolution.
Regards,
Andrew ***

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 *** Please accept the apologies of CHW for the aggressive marketing attemptsThe marketing executive team has been made aware so that your information can be removed from the database 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 *** Upon review of your claim it appears that your claim was processed in accordance with the policy section Letter F, Number 12, which indicates CHW is not responsible for repairs due to lack of maintenanceAlthough not required, we invite you send in your maintenance record for a more favorable review of your claimShould you wish you can send this to *** We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW