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 Your claim has been reviewed and it was processed in accordance to the policyAs the claim was not covered, CHW did extend a goodwill offer of $550, however it was declinedThe offer is still available to assist with offsetting the repair costs CHW doesn’t want to use a valuable customer and wouldn’t want you to cancelHowever, it has been requested that someone from the cancellation team reach out to you to assist with your needs 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 policyThis claim was approvedBased on the diagnosis we received stated that the evaporator fan motor shorted out Our technician has confirmed that he has replaced the fan motor We have received your paid invoice for your duct assembly and have authorized your reimbursement funds of $180.00In regards to your food spoilage, this would be considered secondary damage Our policy states in Section Letter F, Number 19, that we are not responsible for secondary damage.As a gesture of good faith, please accept our offer of a one-time free service call fee for your next claim. If you would like to accept this offer, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST and Saturday & Sunday 9am-5:30pm EST.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

CHW apologizes for the marketing attemptsYour information has been provided to the marketing executives to have the information removed. Regards,CHW

Dear *** ***,We do understand the frustration with this claim however an inspection report does not prove that a unit had been properly maintained An inspection report will show that the unit turns on and off This unit had multiple failures, the compressor and the start relay cannot stop working within one day It would take time for these failures to occur and therefore did not come into the policy in proper working order Per our policy we do not cover failures that are known or unknown to the policy and Section Acoverage, all units must enter in proper working order.As a goodwill gesture, we can provide you with a onetime free service call fee to add to your policy for any future claims that you may have.We are not able to provide you with any coverage for this unit and in order to have it covered under the policy again; we would need you to submit proof of repair.We regret your frustration and hope that you accept the goodwill gesture of the onetime free service call fee.Best regards,CHW

Complaint: ***
I am rejecting this response because:
they haven't done anything only said sent a email interially to someone in there company , I haven't hear a word from this companyCalled company times , each time they said someone would return the call and haven't returned any calls
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 rust and corrosion caused the evaporator to form holes and leak out the Freon Per our policy, Section Letter F, Number 1, CHW does not cover “…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 requested to cancel due to your dissatisfaction Per your request, your policy has been cancelled as of June 1, 2017.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Once a policy is cancelled, there is nothing that can be done with CHWAdditionally, monies are only refunded that are paid to CHW, not to the technicianCHW values all customers and would like each experience to be one that is extremely pleasantHowever, there will be instances where customers will not pleased with the results of their claimsThe details of the policy are included in great detail Regards, CHW

Complaint: ***
I am rejecting this response because: CHW should stand by their home warranty, and they do not It is clear that "Coverage starts days after acceptance of application" means days after May 9, 2017, which is June 9, My AC fan bracket failed after June 9th, The HVAC company, that I have used for the last years and they installed the AC in the original build does believe that this is the responsibility of Choice Home Warranty What it seems is that CHW does not cover failures up to days after the acceptance of the application The HVAC company that came out for CHW and also my HVAC company believe that CHW should pay for this claim, it was not a pre-existing condition that could be seen or fixed until it had complete failure The bracket broke, it didn't not have a pre-exiting condition, it had complete failure after the days had passed CHW should stand by their home warranty, and they do not Because CHW doesn't honor the first days of their warranty I want my full $back They want to keep $because they say they covered the first days, after the day grace period, but they obviously did notEither they have a day grace period, or they don't cover AC parts and unitsI still haven't received any portion of a refund
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/useragreementUpon review of your claim, we do see that the unit was low on Freon and needed to have a leak test. You hired your own technician to have this competed and provided CHW with the outcome of the leak test. The diagnosis shows that the unit failed due to rust. Per our policy, Section FLimitations of Liability #and #8, CHW does not cover failures that are caused by rust or corrosionWe do see that you were offered a goodwill gesture in the amount of $which you did acceptWe do regret your frustration; however CHW is in full compliance with the terms and conditions of our policyRegards, CHW

Complaint: ***
I am rejecting this response because:This is their standard answer for any AC that quitsI will get full records from *** *** *** *** showing that the AC was maintained just because it leaks doesn't mean it wasn't maintained it just means it started leaking it was a twenty-one-year-old unit where most AC units last on average to yearsThis is been there practice for years and they need to be stoppedPeople who buy these warranties buy them for a reason they want assurance that should something break their Warranty company will cover itI've only lived in this house for one year therefore everything I did was per manufacturer's recommendationsThe previous owners had *** *** *** *** take care of their unit for many many yearsSo their practice of stating it doesn't matter of age they'll cover it is a lie they want you to have an old unit so they can say you didn't take care of it because it doesn't look brand newI will also be opening up a case with the attorney general and I will go as far as I have to goI will hopefully have all of the paperwork needed next week
Regards,
*** ***

Complaint: ***
I am rejecting this response because:Contract says included: are components and parts for units below seer, when we are unable to repair failed covered equipment replacement will be peformed.This does not say only if you have a service contract.If this had been a requirement I would have had one in place.I still contend you did not honor your contract
Regards,
*** ***

Dear *** ***,We do understand your frustration however per our policy, not only does our company not cover the tanks themselves, we do not cover the technician’s negligence Please see Section F, #that will explain that we do not cover any damages that the technician’s might cause All of the technicians that are sent to homes are insured and they are responsible for the damages and negligence that they cause We do ask that you contact the technician and if you need a number to reach them, we will provide it to you.As a good faith offer to assist you, even though this policy has been expired, we are willing to provide you with $to assist.If you would like to contact us and accept this offer, we will send you the proper paperwork however this is the only amount that we are willing to provide due to the policy’s exclusion that we are not responsible for this issue but we are willing to assist.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 policy Based on the diagnosis that we received, it stated that the system was 5-6lbs low on Freon and your compressor was locked up 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.Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you agreed to the leak test. Based on the leak test results and pictures, there was physical damage to the fin area and where the condensing coil and u bends rest; this is also where the leak was found.Per our policy, Section Letter A, Number 2, CHW only cover failures that “…Become inoperative due to wear and tear…”At this time, the outcome of this claim stands.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

I am rejecting this response because: Im rejecting this because *** dosnt state how much refund, and that they are in the the wrong for doing people like thisI received a report from my insurance company, ***l ins of *** ***There were no reports any bad weather and the compresser just failed on its own recognasince, they told me that if I had a policy like this that they should have covered itI went a week witout any aircondition and with my COPD and Hypertention it makes it very very hard to breathI had to borrow money to cover this and on a fixed income it realy hurts I will pay my Brother back a little each monthJust be aware that this company isnt out for the well being of anyone except themselves and I find it hard for people like this to sleep at nightI have deleted this company from E Mailing me and realy dont want nothing but other folks not to make the mistake I didIT HURTS!!!! P.S even the sevice guy that came to my home before he even called into choice home warranty he told me that they probly arnt going to pay for this and they shouldI think he knows what kind of company this is too
Regards,
Jim Arnold

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. We regret to hear your wishes to cancel your policy If you would like to cancel your policy, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST to process your request.Regards,CHW

Dear *** ***Please understand that this claim is not covered and the funds being offered to you is of goodwill to assist you on the non-covered claim In order for CHW to process these funds for this claim, we would need your signature on the paperwork that was presented to you.If you decline to submit a signature, you are declining the offer of goodwill funds If you decide to sign the paperwork, please follow the instructions on the email that was sent to you and will proceed accordingly. Regards,CHW

Complaint: ***
I am rejecting this response because: : I want Choice Home Warranty to look at the report submitted by the AC company- and re-examine the claim, I was told a rusting coil on the indoor air handler- *** I am STILL WAITING to get a copy of this report for my records ***and the issue was NOT caused by me or any negligence on my part- and the Choice book says AC unit-Covered-all parts and components -Yes I know about the wiggle out clauses at the back but this is a genuine issue that they need to fix
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 *** The policy has an effective date of 9/9/Since this date there have been claims placedThe claims for electrical system, ceiling fans, plumbing stoppages, garbage disposal and another plumbing stoppageThe policy effective date is days after the sale dateThis time is designed to allow the customers an opportunity to ensure that everything is in working condition when the policy becomes effectiveSection Letter A, Number states that systems and components, “….Are in place and in proper working order on the effective date of this home warranty contractThis contract does not cover any known or unknown pre-existing conditionsIt is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components….” 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 Upon review of your claim, we do see that the unit has been fixed We see that you had contacted us on the 23rd to inform us that the icemaker was not working We do regret to inform you that the icemaker is not covered per the policy The technician confirmed that the unit is working properly and if it is leaking from the icemaker that would have to be something that would be out of pocket expense.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy.Best 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 shows that CHW offered to provide you with the amount that it would have cost to repair at our ratesCHW does not reimburse for a leak detection test as stated in D#and the Freon would was secondary damages to the hole in the discharge line, CHW does not cover Secondary damages as stated in Section FLimitations of Liability # CHW did reimburse you for the cost of the repair of the coil which was $minus your service call fee of $The reimbursement is accurate per the policy CHW will fix a unit rather than replace if we can however, as you stated, you chose to change the unit and CHW did not provide any authorization for that to happenPer our policy, Section CService Calls states that CHW does not provide any authorizations for items that were not authorized by our company CHW did provide you with the amount that we agreed to however if you choose to upgrade the unit, we are not responsible for those upgrades or the fact that you wanted to change the unit out.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy.CHW