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 compressor rotors were locked up and there was failure on the internal windings due to the unit overheating These failures occur as a result of a lack of proper routine maintenance.Per our policy, Section Letter F, Number 8, states CHW is not responsible “…for repairs due to failure to clean or maintain as specified by the equipment manufacturer…”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not in agreeance. If you would like to further dispute this claim, you may get a second opinion at your expense Please submit your detailed invoice with the diagnosis to [email protected] do regret your frustration, 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/useragreementUpon review of the claim, we do see that the original check that was sent to your home was cashed as our banking center shows that it was cleared. We are not able to resend a different check if that check has been cashedWe do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards,Choice Home Warranty CHW

We show that on 9/28/a goodwill gesture was offered to *** *** in the amount of $to assist with this claim We show that the customer did accept and was happy to have the assistance We do apologize for the frustration with this claim and even though we have provided
assistance with $200, we have also added a onetime free service call fee to the policy.Thank you for your feedback and we look forward to assisting you with future claims.CHW

Complaint: ***
I am rejecting this response because: This complaint has absolutely nothing to do with my dishwasher, I paid out of pocket for that expense; because I understood that it had not been within the day waiting period. Now to the issue of why I have contacted the Revdex.com, first off please stop continuously stating that my Thermostat TXV VALVE was broken, when your technician has clearly ruled out that the Thermostat TXV valve was not brokenRemember I've submitted the $1500.00 receipt which clearly states it was the furnace that was broken. As I stated in our previous correspondence, I paid a $dollars fee from another independent contractor to come out and educate me on why my furnace went out and the possible causes. Mr*** stated I have been taken advantage of by this company and the technicianHe also stated when my furnace went out it could have been repaired with a simple motor replacementMR. *** further stated "Mr*** where is the old furnace, did it go in the trash and I replied " no the Technician put it on his truck and took it with him". He then stated "yeah That Technician screwed you", if there was something wrong with the furnace that was removed from home, The technician would've put it outside the road for trash. because there is nothing you can do with a broken furnace. I HAVE BEEN FRAUDED by Choice Home Warranty and the Technician that was sent to my homeThe technician knew exactly what to report to Choice Warranty to make sure they wouldn't cover it and then tried to pull the wool over my eyes by explaining to me what was wrong the furnace by saying to me in was just a bad motor Then telling Choice Warranty the Coils caused the motor to go badMr*** educated me on how A/C and Heating works." Mr*** further stated then stated that A/C coils cannot and will not freeze up unless the following issues occur; furnace goes out or you're significantly low on Freon. So please stop with TXV VALVE being the issue. Remember the technician initial assessment was the Coils had went out on my A/C. After coming back out on that Saturday to repair the Coils he went in the attic for minutes and said its not your Coils that failed its your furnaceThen he relayed to me why my furnace failed and it was because the motor failedMe being a client with no knowledge of how A/C AND HEATING works, all I could do was so ask "OKAY HOW MUCH TO FIX IT AND ACCORDING TO CHOICE MY FURNACE IS COVERED" he then states to me, he already contacted Choice and your company had already denied the claimWhich I knew was a absolute lie, because the technician just found out the problem 10 minutes earlier So at this point the Technician asks me to take the COILS to a warehouse distributor and EXCHANGE THE COILS FOR A FURNANCE. I bring back the furnace and attempt to call the authorization department to clarify that the Technician got a prior denial for the service that is clearly covered by Choice Warranty (it even states we cover furnaces it while your on hold) waiting for a representative. The only time I lapsed on my coverage is after your company refused to pay for the furnace, that you initially stated that your were going to pay forYour clerks had me fax and email a copy of the receipt, because I was told that YES, MR *** WE WILL COVER THE FURNACE and tone changed when the Technician called authorization after they installed the furnace with a frivolous report on why my Furnace went out. Now to the Refrigerator, once again I placed a claim on 5/31/and your company sends someone out on 7/7/16, after I get upset about the previous issue with the FurnaceMy premium was paid for the months of March, April , May and JuneI did not pay my premium for the month of July (DO YOU BLAME ME) then I pay the Technician $dollars op top of coming out to fix the refrigerator and you Don't honor that claimNow I'm out of total of $1555.00, because of your companyIn my years on this earth I have never witnessed such terrible customer service from (ANY COMPANY) In the Air Force we go by core values Integrity, Service before self , and Excellence in all we do
Your company should really make this rightI purchased in good faith and that faith has been highly tarnished by the Company itself and the Technician it uses
Regards,
*** ***

Dear *** *** ,We do regret your frustration, we do see that you are in contact with our Customer Advocate and are receiving a refund for the funds. We have received the agreement that you have provided us with and the refund will be completed within 7-business days. Thank you,CHW

Dear *** ***
We regret to hear your frustration. As per your request, your policy was cancelled as of 11/13/and your refund in the amount of $was credited back to your credit card. Regards,CHW

At this point I just want to be done with Choice Home WarrantyI called and they tried to rectify the problem by stating they would issue me a check for the additional fee for the service repair, however now the repair company will not return my call so I can't make an appointment for the repair to
be completedplease close

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***.We do see that you are working with one of our managers with your claim; they have offered to assist with the purchase of a new unit. Since we do see that there is help being assisted to you, please cancel this complaint.We do thank you for your feedback and very sorry for any rude behavior.Thank you,CHW

Complaint: ***
I am rejecting this response because:a $goodwill gesture is unacceptable! I have a year contract on properties & you need to replace my ac unit!
Regards,
*** ***

Dear *** A ***, 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 *** Upon review of your policy, we do see that you have paid $per month and CHW has assisted in $in covered repairs since the start date of 9/18/Upon review of your claim for the Air Conditioning System it was stated to us that the unit lacked proper routine maintenance. Please see Section FLimitations of Liability #Regardless that you have lived in your home for years, you should have had proper records for the past few years per the manufactures specifications. Without this, we would not be able to see if the unit did have proper maintenance. Also, since you cancelled your policy with us, we cannot provide any type of goodwill gesture towards the repairs of the unitWe do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policyRegards, 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 foreign objects got into the garbage disposal which caused it to jam Please be advised that the technician just replaced this garbage disposal one month prior to this jam.Per our policy, Section Letter D, Number 12, CHW does not cover “…Problems and/or jams caused by bones, glass, or foreign objects other than food…”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not in agreeance If you would like to further dispute this claim, you may get a second opinion at your expense If you choose to get a second opinion, please submit the detailed diagnosis to [email protected] for review If the outcome differs, we would adjust the outcome of the claim accordingly. We do regret your frustration, 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 *** We apologize if you weren’t able to cancel your policy as requestedA member of our team will reach out to you to handle your request We do regret your frustration; however CHW is in full compliance with 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 records indicate we are working with you on a mutual agreement related to your claimWe have sent you an email and are awaiting your reply We do regret your frustration; 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 system was low on Freon Your system being low on Freon indicates that there is a leak somewhere in the system When the leak is not visible, a technician must perform a leak test A leak test would determine the location and cause of the leak, and in addition, the technician would take pictures of the location of the leak, the indoor and outdoor coils, and the model and serial number of the unit Per our policy, Section Letter D, Number 4, we do not cover leak test.The results of the leak test stated that there was a stress crack on the copper at the liquid line, this portion of the claim was covered However the crack led to the system leaking Freon making it a secondary failure Per our policy, Section Letter F., Number 19, CHW is not liable for “…secondary damages…”Our SrClaims Specialist advised you about the outcome of the claim and our policy, which you requested to cancel due to your dissatisfaction At your request, CHW cancelled your policy as of July 18, 2017.Please see Section Letter L of Cancellations as you are not entitled to a refund. This 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.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Complaint: ***
I am rejecting this response because: I did not contact this company when I purchased the policyThey contacted me and I was told that they would replace any item that they could not fixI was not told that there would be excepions to that statenebtI was simply told that they would replace it
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 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 tank ruptured and was leaking everywhere Per our policy, Section Letter D, Number 6, CHW does not cover the main, holding or storage tanks.Our SrClaims Specialist advised you about the outcome of the claim and our policy; due to your dissatisfaction, as a goodwill gesture we have applied a onetime free service call fee onto your policy This can be used on your next claim We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Hello, A review of your claim has been conductedThe Lift Station Pump is a non-covered appliance so there would be no coverage on the claimAs a courtesy the technician was providing the cause of the failure of the pump which was the foreign objectWe aren’t able to answer how although the tampons are flushable a failure was causedAs a courtesy and goodwill gesture, CHW still agrees to assist with the non-covered claim in the amount of $Please call our customer service team if you would like to have this sent to you at *** Regards, CHW

Dear *** ***We understand your frustration however all of the diagnosis were the same, they all ended with the outcome of rust and corrosion On 1/27/17, CHW offered to provide you with $which you declined however you did contact us on 1/24/and stated that you would like to accept the offerWe advised once we receive the invoice we would provide you with the funds As promised, on 2/7/we received the invoice and we provided you with the authorization and the check will be sent to you days from that date.We do regret your frustration however we cannot provide more funds than what we have for this claim since it is not covered per our terms of the policy.We have added a onetime free service call fee to the policy for the next claim that you might haveYour policy now reflects free service call fees.We do hope that your next experience with us is much better.All our best,CHW

Dear *** *** We regret to hear your frustration and apologize for the inconvenience. CHW does not condone rude behavior as we strive to provide the best customer experience. We have taken this issue to the Director of Operations who will address this matter immediatelyOur records show that your refund was processed May 4, at 4:24pmWe wish you the best in your endeavorsRegards, CHW

Complaint: ***
I am rejecting this response because:Unfortunately you are referring to the first claim I submitted I have no issue with that one, other than your poor response time and the fact that I had to schedule the repair myself, outside of your referral process, due to slow response time. The second claim you have no idea about because your technician never made it to my house to assess the repair needed I tried many times to get you to call the number I provided, but you never did I sought the repair, again, on my own due to terrible response time and horrible customer service In fact, if you were thorough in what you did, and took the time to read the original complaint, you could have figured out that I was referring to the leaking AC system But again, that would require you to pay attention to detail and provide satisfactory customer service I know that is outside your capability.I expressed a desire to call you to discuss possibly terminating my contract I never said cancel my contract - you did that unilaterally Again, learn to read and you'll figure out a lot! I actually had reconsidered cancelling, thinking I might just speak to you, give you a chance to explain and make it right, and see where we were I submitted a claim, as per your prior instructions, for the repair I had to schedule on my own and pay for on my own, due to your lack of customer service and evidently ability After you received my claim in the morning, that afternoon I rec'd an email stating you decided to cancel my contract I then called and you couldn't help me, or reimburse me for any reasonable amount, because I had no current contract Poor, poor customer service leads to frustration All I want is some fair and equitable compensation for my claim - or for the refund of my premiums that I paid to you all, for what turned out to be a terrible decision to switch home warranty companies to yours After settling this claim by reimbursing me, I would like nothing to do with your company ever again
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 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 to send in maintenance records for a more favorable outcome of your claim We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW