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 *** Upon review of your claim and in accordance with the policy, section number F, number 12, repairs are not handled as a result of lack of maintenanceHowever, in an effort to provide continued outstanding customer service, we have made provisionsWe will cover the cost of the coil that contained rust and you will have the responsibility of paying for the upgrade R410A Condenser UnitPlease call our customer service team directly to obtain all of the information at 1-888-531- 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/useragreementA review of the claim shows that it was processed according to the policy. Based on the diagnosis that we received, it stated that the unit arced because the cavity had exposed metal which caused the control board to fail Per our policy, Section Letter D, Number 9, we do not cover “…arcing…” Our SrClaims Specialist advised you about the outcome of the claim and our policy, and in turn, you disconnected the callWe do regret your frustration, however CHW is in full 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 our web site at ***Upon review of your policy that began with us on 1/8/16, you filed a claim for your heating system on 1/26/stating that the unit was making a loud noise and had a strong burning smell. CHW assisted and had technicians come to your home to diagnose the system because the first technician advised us that this issue was pre-existing to the policy We then send a second technician to your home to receive a diagnosis and they too advised us that the motor was burned out and that this issue was happening prior to the policy start date.I do see that CHW was able to assist you on this claim and that you were happy with the end results. We do regret your frustration however; CHW is in full compliance of our terms and conditions of the policy.Regards,CHW

Dear *** *** As explained, CHW is willing to provide you with a full refund of the paid policy however we are not able to provide any other funds that were paid to any other company If you would like to accept this amount, kindly contact us at ###-###-####.Thank you,Tracy

Complaint: ***
I am rejecting this response because: I had my AC unit serviced in April before the heat hitI sent a copy of the invoice to show it was doneThis may not show what you want but that is not my faultWhen I call a technician to service my unit I have no idea what they are supposed to be doingAfter having it serviced and hearing YOU determined it was lack of maintenance when the tech said it was due to age I got another tech (who is also contracted with you) to look at the unitHe also said it was due to ageI have had my unit serviced yearly before the heat for the past years that I have owned the homeYou stating lack of maintenance is only because you don't want to pay the claim which, after much research your company seems to be good at doingI would never have switched warranty companies if my parents wouldn't have said you have treated them goodI have NEVER had problems in the past with my previous companyI guess thats why you were so much cheaperCheaper doesn't always mean better as you have made that obviousI have done my part and am due the money owed to me
Regards,
*** ***

Dear *** ***
CHW is required to send out a letter to the customers that state why the claim was not coveredPlease check your email as we have sent it to youWe have provided it to you below as well
Dear *** ***,
Thank you for choosing Choice Home Warranty to be part of protecting your home from unexpected covered repairsWe appreciate your business
With reference to claim * *** for your Air Conditioning System, after careful review of the diagnosis, we have determined that the claim does not fall under the terms and conditions as a covered repairTherefore, we regret to inform you that we are unable to provide an authorization for the following reason:
Please refer to your home service agreement Section Letter F., Number CHW is not responsible for repairs related to lack of proper routine maintenance
Thank you,
Choice Home Warranty
Lastly, you are requesting that CHW provide you with a goodwill gesture or as you stated “a favor” since you would like to have us cover a unit that the failures are not covered per the policy
If you would like to send the records showing that the unit was maintenance, we will review them or if you would like to accept a full refund of the policy, we will provide that to you with a signed agreement
It is documented in your claim if you chose to accept the full refund, please contact us and we will provide the document for you to sign
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 *** Upon review of the claim it appears that claim was processed according to the policyThe policy outlines in section Letter D, Number that leak detection tests are not coveredIn order to isolate the problem, a leak test was neededThe result of the leak detection test was able to help with the decision of the claim being one that is not coveredThere was corrosion on the copper lines of the coil and the end plates were rustedThe coil leaking internally was caused by the corrosionIn accordance with the policy section Letter F, Number rust and corrosion are not covered We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear *** ***,We regret to hear your frustration. The records that we received did not prove that the unit was routinely maintained, lacked information and stated that the blower housing started to rust. The outcome of the claim stands. In response to your dissatisfaction, we have applied a onetime free service call fee onto your policy; this can be used on your next claim. Regards,CHW

Complaint: ***
I am rejecting this response because:Heating, ventilating, and air conditioning (HVAC) systems consist of several components that work in unison to create the desired comfort level for our homes and offices. A well- maintained system is designed to last about years, and my AC compressor is years, an I replaced the indoor AC coil in 2013, and I have maintained my unit very well, so for a 22-year old compressor, it has reached end of its life spanChoice Home Warranty hires capable technician for diagnosis, even *** (their own technician who checked into our failed compressor issue) (Tel: ###-###-####) acknowledges this is due to wear and tear and its old age (years), and our compressor lasts this long (years versus for well maintained system of years) is already amazing, and it now failed due to its shorting and this is happens a lot for compressor which is after years old due to its wear and tear and age. I am attaching the receipt from Choice Home Warranty technician's diagnosis (done on 10-14-16) and our indoor AC coil replacement receipt (done in 07-01-2013) for your info.Hope Choice Home Warranty can live up to its reputation for good customer satisfaction, and reach out to me to resolve this issue as soon as possibleThank you, Revdex.com and I wish to reach a satisfactory resolution
Regards,
*** ***

Dear *** ***,We do regret your frustration with the policy that you have chosen to purchase CHW does follow the advertising that we have online on our website We do in fact cover claims that are listed as covered items under our policy.CHW also is permitted to not cover claims for a lack of proper maintenance providing it is justifiable and in this case, it isA compressor that has shorted to the ground can only fail within four ways and all of the ways that they can fail is listed as exclusion to our policy.Since you clearly disagree with the terms and conditions of this policy, we are offering to provide you with a refund of the amount that you paid for this policy and subtract the amount that CHW has paid out for the claims that we have covered You paid a total of $for one year of service and CHW to date has paid $for claims We are offering to provide you with a refund of $which is more than what would be provided to you if you were to cancel the policy, If you would like to accept this offer, please contact us at ###-###-####.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
Regards,
*** ***

Complaint: ***
I am rejecting this response because:your practice and advertisement is deceptive Just because you have the rule not to replace older units due to rust and corrosion does not make it right As I stated before, what unit that is as old as mine not have rust? In your response, you clearly noted exclusions but did not outline when you would replace or repair an older unit I think you would be hard pressed to find a unit as old as mine that does not have rusts or corrosion Your response is unacceptable I contend that this is an unfair and deceptive rule and needs to be changed to specify when older units would qualify for repair
Regards,
*** ***

Records indicate that your account has received creditsOne for and one for both on July 28, for a total of In accordance with the contact section Letter L, Number If 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 UsThere was a claim paid on July 25, for $and the administrative fee of $was subtractedThe cancellation request was after daysRegards, CHW

Complaint: ***I am rejecting this response because:I understand how warranties work, however my complaint was that my a/c unit was not in poor condition I have had the unit serviced annually since having the home built in The unit is not leaking any kind of fluids or freon as reported by contractor When I called to ask contractor what he had reported to choice warranty he hung up on me but to my otter surprise showed up on my door step with a new compressor to install (see attachment) Now you tell me, if the unit was in poor condition why would he want to replace just the compressor? It holds up my theory that he reported fraudulent information to the warranty company in order to get full retail for the job Why would he think, even if what he said was the truth I would have him complete the job? Also the remedy for customer is not just fire me as a customer, it would be to further investigate the matter because unfortunately you can employ some scamming contractors.Regards,*** *** DNA .AOLWebSuite a { text-decoration: underline; cursor: pointer} .AOLWebSuite a

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 have sent you a release agreement that outlines the guidelines that have been established to provide you with a full refundPlease call our customer service team if you have any questions at ###-###-#### We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear *** ***, Upon review of your yearly policy, we do see that CHW has paid a total of $in authorized claims. The last claim that you placed, it was stated to us that the failure was due to the condenser coils having a leak and the valves in the compressor was not pumping, there was a restriction in the evaporator coilPer our policy CHW does not cover failures that are caused by a lack of proper routine maintenanceWe will be happy to review any records showing that you have had routine maintenance completed by a licensed technician. Please kindly send your routine maintenance records to our inside technical staff at *** and we will be able to review the claimIf you would like to go to mediation, please follow the steps it states in the policy 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.Please remember to stop any and all future automatic credit card debits
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 *** A review of the claim shows that the claim was handled properlyThe diagnosis received from the dispatched technician was that the unit was out of Freon, the condensing coil had multiple leaks, and the condensing coil also had rustBased on this diagnosis the claim was not covered according to Section Letter F, Number of the policy which indicates that CHW is not responsible for repairs related to rust and corrosionYou requested to have this information sent to you and it was emailed to the email address on file on 9/27/at 7:48am and 10/14/at 1:25pmPlease check your spam as it was sent at your request 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: I was insured when I filed the claim on 8/15/I cancelled because I could not get anything done on the claim for our Air ConditionerDays at over Choice and Excellant Air Conddid not care if we cooked or notThe claim for the pool was filed and a claim # *** if the coverage was not in ? why was it assigned a claim Number ?? CHOICE IS A PHONEY !!! I am this date filing a claim with the *** *** *** and the *** Chamber of Commerce *** DeptOf Insurance Fraud Dept *** *** Commissioner Enforcement & consumer Protection Dept of Banking & Insurance..Revdex.com of N.JIpaid for the Air Cond$because I could not get anything done thru Choice..The Service RepFrom Excellant said Choice is a Con Game..They wont pay anything..All they do is figure out a way.to not pay anything..BOY did he have Choice figuredI am going to try to file a complaint with the small claims court in ***I doubt if I will ever get any satisfaction from choice, but maybe I can keep someone from making the same mistake I made...Maybe someday CHOICE will pay another $fine or better yet , Maybe close them down..I have this date advise friends to not do Business with CHOICE The service man was right..CHOICE IS PHONEY
!!!!
Regards,

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 your claim has been done and it has been processed in accordance to the policy. The diagnosis from the technician indicates that the compressor was shorted to the groundThis is caused from excessive overheating of the compressor which occurs when there is a lack of proper routine maintenance on the unitAs indicated in the policy, section Letter F, Number 12, this is not coveredCHW doesn’t require that maintenance records are shared, however, in the interest of the claim, you are invited to submit the maintenance records to be reviewed in hopes of a more favorable outcomeIn the event you decide to submit this information please send it to [email protected] and be sure to include the claim numberAdditionally, it appears that although the claim is a non-covered claim, the CHW team has extended a goodwill gesture of providing $towards repairsIn the event you want to take advantage of the goodwill gesture that has been extended, please call the customer service team at ###-###-#### We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW