Bass Services, Inc.

Dear Mr***,We have as you stated had different technicians out to your home The first technican 4/& 4/*** *** *** replaced the control board and advised you that the gasket needed to be replaced CHW explained to you that we do not cover the gaskets per our policy On 4/& 5/we sent out ** *** to your home per your request and again, we explained to you that the gasket needed to be changed and that was not something covered under our policy Lastly, we sent *** *** and TV to your home and they too expressed to you that the gasket needed to be replaced and CHW did advise you that is something per our policy we do not cover.There were different technicians that have advised CHW of the same exact thing that needs to be changed/replaced with your unit If you feel as though this is not the correct diagnosis, please have a technician of your own come to your home and call us with the diagnosis and we will be happy to assist, providing it is something covered under our policy.Best regards,CHW*** A ***

Complaint: ***
I am rejecting this response because: I have never rejected any offer A possible offer was made on 7-30-when the denial was for the reason of rust on the coil We have information that the amounts in the possible offer given was not correct They were to provide verification of an offer with the denial due to rust on coils and the picture showing the rustWhen we stated that we had the pictures, they stated their computer system went down and could not discuss the picture but would send email Then we get an email stating the denial is now due to lack of maintenance and nothing else If they will listen to the phone call on 7-and 7-we were told that email would be sent to us in regard to why the denial is now lack of maintenance and present the offer/offers so that I might review them with my husband In that phone recording I state to "leave all options and offers opened for us to review" and Allen stated he would leave open and send the email The unit has been fixed at our expense All we have ever asked for from Choice Warranty is to cover the repair and show without a doubt the reason for the denial They will not consider any of the proof we have to dispute their reason for denial or Choice states it will not affect the denial We were promised by different individuals on 9-25-a return phone call to discuss the circumstances No return phone calls were made but *** with Choice said he thought that meant we wanted the case closed We wanted return phone calls to resolve this We have sent an email from the current company that does yearly maintenance on the units since showing in perfect working order but are old The items we have to prove our side are as follows: we have lived in the home for years and can state the company and year they covered the yearly maintenance; yearly maintenance reports; written verification of the filters being changed every months as well as maintenance company changing; receipts showing filters purchased for the units that will cover the month the claim was filed and previous months; maintenance report in June, showing unit in working order, all levels correct and no freon needed (per AC distributors, servicemen and manufacturers no other maintenance is needed); statement from another company stating due to age; estimates on repairs; Choice serviceman stating no rust on coils; pictures from Choice serviceman showing no rust on coils; phone calls with myself and Choice representative that can be replayed verifying statements I have made; verification of the expense paid by us on the unit; verification of the costs incurred for 2nd and 3rd opinions; heat wave and Texas and expenses due to temperatures being well over 100, etc.
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 claim has been reviewed and the claim was approvedThe exhaust fans are covered, however, upgrades are notBased on the information received from the technician the fan needed to be upgradedSection Letter F, Number of the policy indicates that CHW will provide coverage for builder’s grade, and the customer would be responsible for any overage chargesCHW made a payment to the technician for the diagnosis and repairs, however, it is the responsibility of the customer to pay any overages CHW doesn’t want to lose any valued customers, however, there is a request for the cancellation team to contact you at your requestIf you need to speak with them prior to them calling you, please call the team at ###-###-#### 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:It is the opinion of CHW's contractor that it was installed wrongMy house was built by a reputable builder Grand homes, and they went thru city inspectionThe furnace was inch, and the coil was I called the builder, and they told me although its better if they are the same size but if manufacturer allows the installation and the city then it can not be termed as wrong...so their first claim is entirely wrongI signbecause their advertisement said everything covered and if we can't repair we replaceThen in the fine print copy of the warranty, they have excluded almost everything which is costly, and this is totally wrongI was with another company, and they cover everything including coil I thought their add says A/C so it's covered...coil is one of the main components and if they don't cover that what else they can cover?it's not just me but there are plenty of people in numbers out there who were scammed by themNot only that in my research I found the CHW have been fined heavily for such practices in past, by the court, and that was after I signed up with them but I was not awareIt seems like they didn't stop scamming the consumers
Regards,
*** ***

Complaint: ***
I am rejecting this response because: Although Choice Home Warranty claims to have sent the check, they have no proof and have provided nothing to show that they actually sent it I did not receive payment per contract There was no check! They admit it has not been cashed nor can they provide any tracking information, so my assumption is that it was not EVER sent Then to asked me to pay for their check cancellation fee is ridiculous and unacceptable Thats not what I contratced for, so to do so should be to void the warranty and then they would owe me $for my contract fee. Again, I have not received the check for this claim My machine that was covered under warranty was said to be un-repairable by their tech on May 17th and today over days later, I still have not been reimbursed for the replacement costs of the machine Choice Home Warranty has not lived up to their side of the contract
Regards,
*** ***

Dear *** and *** *** ***, 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 was not covered in accordance with the policy section Letter F, number 12, which is a result of lack of maintenanceWe will be happy to review your maintenance records if you send these to us to review the claimYou can send them to us directly at ***Please feel free to reach out to our customer service team directly in the event you have questions at *** 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 our web site at *** Upon review of your policy that began on 10/18/15, we do see that you placed a claim on 11/2/for your Air Conditioning System The technician advised us that the unit had a large hole in the coil and that this issue could not have happened within the time period that you had your policy Per our policy Section ACoverage #states that all units must come into the policy in proper working order It also states in Section FLimitations of Liability #that we do not cover issue of pre-existing to the policy start date. CHW did try to assist you with a goodwill gesture of $towards a new unit but you chose to cancel your policy with us Since your policy has been cancelled and you did receive your refund, we are not able to assist you any further.We also regret the frustration that you have had however CHW is in full compliance with our terms and conditions of our policy.Best regards,CHW

Mr*** ***We do regret your frustration however we do see that CHW did provide you with an email and hard copy of the policy and if you did not receive it for any reason, our policy is online for anyone to view Also, you could have gone into the customer account center to view the terms of the policy.If you would like to view our policy, please go to www.choicehomewarranty.com/useragreement.Again, thank you for your feedback.Choice Home Warranty

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 this claim was not covered, the CAP was melted brunt up on the contractor, this is a failure that CHW does not cover per our policy Section F#8, we do not cover failures that are related to fire damages and also a lack of proper routine maintenance. The unit lacked total maintenance, the Freon was low and the unit would not run, it began to weld itselfWe understand the condition of the unit however we did not receive any type of records showing that the unit was properly maintained per the manufacture specifications. Also, you did request to cancel which CHW did complyWe do regret your frustration however there would not be anything further that we could do for you at this timeCHW is in full compliance with the terms and conditions of our policyRegards, CHW

Complaint: ***
I am rejecting this response because:
Regards,
*** ***This is not true! Out of all my claims for the same issue, only once was a tech assigned and over hours laterAnd when I contacted them, they refused as they were not licensed in my stateNo other time was a tech ever assignedI was told multiple times that nobody was available and that wasn't your problem but mine and I should try to find my own tech and be reimbursed even though you have completely refused to reimburse me for the initial I paid to my own tech the first time that never fixed the issue! I can't get a tech out here myselfMy contract states that the process should unfold as you stated wishing hours and you sending a tech and it is not being fulfilled!! Get someone here and get it fixed! And reimburse me for the money I'm already out of pocket on. Mad of now it's been hours since I filed the claim AGAIN and I Still have no contact from you about a tech!! You are not keeping your end of the contract!! Breach of contract!!

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 that started on 8/4/and the claim that you had placed on the same day we are unable to approve a claim that is pre-exiting to our policy All units must come into the policy in proper working order The technician stated that the unit had a bad condenser, there was a bad ran and start cap, motor was burned, wiring was deteriorated and the TSTAT waring was burned He stated that the unit was missing pounds of Freon. All the things that are wrong with the unit shows CHW that you did not follow our policy Section ACoverage #of our policyAre 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 componentsThis contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,square feet, unless an alternative dwelling type (i.eabove 5,square feet or multi-unit home) is applied, and appropriate fee is paidCoverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homesThis contract describes the basic coverage and options availableCoverage is subject to limitations and conditions specified in this contractPlease read your contract carefullyNOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.All these failures cannot happen on the start date of the policy, they do take time to occur Also, we show that you have already cancelled the policy with us, therefore CHW is not able to assist you with any repairs.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us We do appreciate your feedback as this does help us with our customer service and service providersChoice Home Warranty was in full compliance with its terms & conditions.Best regards,Tracy M

Complaint: ***
I am rejecting this response because:Yes, I certainly don't want stick with the warranty company who makes fun of the my issuesSecondly, thanks to CHW for letting me go.But the amount offered is far too lowIf you would look at some of the instances of our claims, you will notice that CHW had to send a technician times for the same issue/problemYes, I paid $almost everytime and CHW had to pay even more and I realize thatBut the question remains, why same company times for the same problemDon't you think, it's high time they realized that their contractors are not competitive enough to fix the problem in one go; then CHW had to pay them twice and now they are passing it on to us in there calculation of $1206. When I bought this warranty from CHW for both the properties, the sales man very conveniently mentioned that I could get out of the contract any time I like and get the refund which will be pro-ratedThe pro-rated he described was the amount paid during the contract period from the total $ amount paid to remain in contract for and years for both the propertiesi.e., $per year for both the homesThat's the sole reason why I bought this warranty for both the houses for and yearsNormally, a person will buy for a year if he/she is trying out a new company but I did for years in one goI totally trusted them. And now, most of them are rude and fighting over the phoneTrying and quoting my mistakes.
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 E, Number 6, which indicates CHW is not responsible for flat or build up and part of the roof was not plastered properlyAdditionally, improper installation or previous repairs are not coveredThe leak would have been prevented had it been plastered properlyCHW is not able to send a copy of the diagnosis but you can reach out to the technician for more information 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:Choice Home Warranty sells you a product over the phone with promises of protection that they do not follow through on when there is a problem, I will be going to court over this matter and post the outcome. They were fined by the government over $770,a couple of years ago for doing what they did to me and so many others, hopefully there will be a class action lawsuit soon and put them completely out of business. 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 at ***
Upon review of your claim, we do see that you chose to have a technician come to your home and diagnose the issue; however you had the repair completed without authorization which is against our policy as stated in Section CService Calls #Also, the paperwork that you provided us with showed that maintenance needed to be done for the unitPlease review our policy, Section F#that states that CHW does not cover the cost for maintenanceBeing that the failure on the motor was due to a lack of proper maintenance and was dirty at the time of service, confirms that the unit was not maintained properly
Please note, CHW is not an emergency service and this is also stated in our policyIt states in Section CService Calls:
Upon request for service, We will contact an authorized Service Provider within two (2) days during business hours and four (4) days on weekends and holidaysThe authorized Service Provider will contact You to schedule a mutually convenient appointment during business hoursWe will determine what repairs constitute an emergency and will make reasonable efforts to expedite emergency serviceIf You should request Us to perform non-emergency service outside of business hours, You will be responsible for payment of additional fees and/or overtime charges
We do regret any frustration that you dealt with and do hope that all claims going forward go smoother for you
Regards,
CHW

Dear *** * ***,We regret to hear your frustration and dissatisfaction with CHW. Please understand that CHW never received the diagnosis for your Heating System, therefore, we were unable to process the claim the claim accordingly. Please be advised that our policy states in
Section Letter C, Number that CHW “…will not reimburse for services performed without prior approval...”However, CHW will review your detailed invoice that shows the diagnosis and the reason your unit failed. Please submit your invoice to [email protected] for review. Once we have reviewed your invoice, we will contact you. 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 *** Section Letter L, Number of the policy that was sent states, “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 us”A copy of the policy was emailed on 1/18/ A review of the claim for the dishwasher shows the claim was handled properlyThe diagnosis provided to CHW was that the lower support of the washer arm as well as the assembly for the wash arms needs to be replacedThis was a result of something hitting the assembly and breaking itThis is something that occurs when the dishwasher is loaded improperly which causes damageSection Letter F, Number of the policy indicates that misuse and abuse is not coveredThere was a previous claim placed for the dishwasher 6/1/and CHW spoke with a representative at Aimson who indicates that there was a foreign object stuck in a drain pumpThis was repaired by GE, not CHW as this is not covered in accordance to the policy section Letter A, Number 2, in which CHW is only responsible for repairs related to wear and tearThe spray arm was repaired only We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards,

Complaint: ***
I am rejecting this response because:
I have paid several years on this so called warranty I had to fight with ya'll to get my dishwasher repaired because ya'll wanted to replace it Yea right, a $unit and I was offered $to replace it I went to the upper management and finally got it covered and fixed Simply cancelling my policies would be asinine since either way I am out good money I would be better off taking the monthly fee to ya'll and putting it in a "in case my appliance fries" fund You always seem to find a way out of paying for any claim I deserve satisfactionThere are thousands of negative comments about this company and I would have been much better offhad I read them and heeded their warning
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 it was processed according to the policy. Based on the diagnosis that we received, it stated that the unit suffered from a lack of effective maintenance. The gas valve, burner assembly, hot surface ignitor, flame sensor, gas burners, clogged nozzles, and manifolds all needed to be replaced. In addition to that there was heavy corrosion on the burner back.Per our policy, Section Letter F, Number 12, CHW is not responsible “…for repairs or failures that result from the Contract holder’s failure to perform or routine maintenance...” 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 in agreeance. In attempt to dispute the claim, you provided us with maintenance records. The records you provided did not prove that your unit was routinely and effectively maintained, therefore, the outcome of the claim remained uncovered.Due to your dissatisfaction, you requested to cancel your policy. As of 11/7/your policy has been cancelled and a refund in the amount of $is currently processing.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 our web site at ***Upon review of your policy, we see that it started on 2/28/16, you placed the claim for your washer on 3/1/ This was only days after the policy beganThe technician stated that the failures of the unit were multiple component failures that could not have developed within the time frame that your policy had started.Per our policy, Section A#states that all units must be in proper working order on the start date that the policy beginsIt also states in Section FLimitations of Liability #that CHW does not cover failures that are known or unknown pre-existing to the policy.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy. Thank you,CHW