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 condenser failed due to heavy rust and corrosion as well as the compressor failed and needed to be replacedThese failures occurred from a lack of proper 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…”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...” Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied If you would like to further dispute this claim, you can send your proper routine maintenance records to *** for review If the records show that the unit has been routinely and properly maintained we would adjust the claim accordingly. 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 web site at http://www.choicehomewarranty.com/user_agreement.php Upon review of our claim for your Air Conditioning unit, you stated that “CHW refused to honor tour service agreement to repair a defective air conditioner covered by our home warranty for none of the exclusions documented in our service contract.” We are very sorry that this was not apparently communicated to you properly when we advised you of the claim not being covered on 6/9/ We did advise you that the unit had a lack of proper maintenance, the compressor failed and could be one of the reasons below but majority of the time it is due to maintenancePower Surge/Lighting StrikeElectrical Failure or surgeManufactures defectAcid burnoutImproper installation, improper repair or designLack of proper maintenancePlease see our policy Section FLIMITATIONS OF LIABILITY 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 pressureWe are not responsible for repairs related to inadequacy, lack of capacity, improper installation, mismatched systems, oversized systems, undersized systems, previous repair or design, manufacturer’s defect, and any modification to the system or appliance.I do see that we did offer you a good will gesture of $towards the replacement of the condensing unit would cost CHW $to be replaced You declined the offer stating that you wanted it fixedWe do apologize the offer is as it stands, we will be able to offer you $to assist you with this non-covered claim. We always want our customers to understand that all policies have exclusions and CHW does follow our policy We do our best to assist the customers and approve claims that are submitted to us We do apologize for your frustration with these claims CHW is in full compliance with our policy.We do appreciate your feedback as this does help us with our customer service and service providers.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 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 ***p
Upon review of your claim and of your complaint, we do show exactly as you have statedCHW does not cover rust or corrosionThis is stated in our policy in Section FLimitations of Liability #
Also, Section DCoverage states in NoDISHWASHER
EXCLUDED: Door gaskets
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy
Regards,
CHW

Complaint: ***
I am rejecting this response because:please note that I am in no way accepting the $as a goodwill gestureYou are in violation of the warranty contractAs I have stated many times because you keep referring to non available parts - there were no parts that were bad on my claim! NONE! It was a troubleshooting issue The $I am "accepting" is not the total you owe me Give me a specific name and extension to callI do not have time to wait on hold and go through several departments before I get the run aroundIf I'm going to get the run around, I prefer to speak with the supervisor with final authority Better yet, please have that individual call me as you stated you would do last week. before I talk with any representative, please e-mail me the form you want me to sign.
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 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 Due to your dissatisfaction, you requested to cancel your policy. As of July 17, your policy has been cancelled Please understand no further action will be taken as this policy is cancelled. 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 Please note that your check in the amount of $was reissued and mailed on 10/3/ Please allow 7-business days for delivery 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 compressor stopped running after power surgePer our policy, Section Letter F, Number 8, CHW is not liable for “…electrical failure or surge…” Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you understoodYou reached out to us stating that you got a second opinion who stated that he made a terminal repair and added Freon to the unit. Per our request, you submitted the paid detailed invoice of the repair; we did not receive the diagnosisPlease understand that a disconnect terminal disconnect can be caused by a power surge. At this time, the outcome of the claim remains the sameWe strive to provide the best customer experience, therefore we offered you funds in the amount of $of goodwill funds to assist you on the non-covered claim. You accepted this offerWe do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear *** ***, The outcome of this claim remains non-covered. As stated previously, we have offered you a goodwill in the amount of $250.00. To accept this offer please contact us directly at ###-###-#### Monday-Friday 9am to 6am EST. Otherwise, no further action will be taken. 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 your claim was processed in accordance with the policy section Letter D, Number CHW isn’t responsible for repairs related to water heater tanks 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 was told that wear and tear is apart of my contractThis is no per-existing situation it just so happen to need new valves after the plumber took a look at each toilet because of the links My home is years old and there was NOT or different claims there was two different claims1st claim was ELECTRICAL, which consist of outlets and a ceiling fan going out, 2nd claim was all due to Plumbing which consist of the kitchen sink clogged and needed a new garbage disposal, toilet stopped up and from wear and tear the other toilets needed a new valve and stopper which is all under plumbing. Also these things are all due to wear and tear! The problem is this company wants the customer to make payments and never file any clamsThis is the very reason your company has so many complaints filed against you! NO! I am not satisfied with that lam excuse of a reason as to why your company didn't do the job my contract stated it was suppose to doI have sent an attachment to prove my payment! Thank you REFUND PLEASE!
Regards,
*** ***

CHW values all customers and regrets the cancellations of any customersIf you would like to cancel your policy please call *** Regards,CHW

*** ***,We understand your concerns however; if a technician is dispatched to your home by us they are not to perform any maintenance on a unit They are strictly there to do a repair and that is all CHW does not pay nor cover any maintenance for any type of systems. We do apologize for your frustration in regards to the policy but since it has been cancelled there would be nothing further we can do for this claim.Respectfully,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 meAs long as I receive the $that I was told was the prorated refund then that will be fine, but my unit had no broken parts or any holes in it before I contacted your company to come out to reply to my service request.I would also like to state for the record that if you cant even fix a problem on the very first service call after a consumer pays for their policy in full to you, that in itself is very unprofessionalPlease send my refund asap as I will now have to find someone to fix this problem immediately since I am now left after this experience with your company and cold weather already here in my area
Regards,
*** ***

Dear *** *** ***We regret to hear your dissatisfaction in our response. Please understand that once a technicians goes to the home and gets the diagnosis, they should be sending the diagnosis to our in-house technicians right away. In this case, we reached out to the technician a few times until we received the diagnosis on 10/30/2017.We thank you for bringing this issue to our attention as we have forward this matter to our Vendor Relations Manager. We are always looking for ways to better our service, and your feedback is an invaluable part of that process.Regards,CHW

A check in the amount of $was mailed on July 11, via US postal mailThe check number is *** Regards, CHW

*** ***,If you could please advise us of what you are seeking since you are not contacting us in reference to your pool, which is why the complaint was placed I am Tracy M and will be happy to assist you as I stated in my email I do not know why you would receive that it was undeliverable unless it was mistakenly spelt incorrectly Regardless, you are more than welcome to email me or Tamar and we are willing to provide you with the remainder of the CAP for the pool and if you have a different issue with a different claim, please kindly let us know If you would like to accept our offer, email is the best way for us to respond.Thank you,Tracy M

Complaint: ***
I am rejecting this response because: If the unit was burned out it would have never turned onIf you know anything about how electricity works you would have not said thatHave you ever heard of what they call a fuse? or a breaker fuse? it would have trip it first before it burned the motorI think if you would hire people that understand how an AC unit works we would not be going thru this BS todaySince I replace the fan motor unit is working like a champNo thanks to your servicesYou can do what ever your sec 1,2,3,4,5, has on the contract but this is bad businessI will never tell anyone to buy a home warranty from First ChoiceAs for me not worried about it for others who rely on a company like yours to protect them I fill so sad for the others customers you have left hanging that have no other way to help them selfsYou should be a shamed of your self for taking advantage of peopleThis is America and we need to protect one and other, not take advantage of each other.
Regards,
*** ***

*** ***CHW has the policy that you purchased online for anyone to read. You do not have to be a customer to review our policy. Also, before the policy begins it is stated in Section Lcancellations that you have days after the purchase date to cancel the policy for a full refund of your funds.We do regret your frustration with this claim. 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 there was internal failure in the compressor This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor This failure occurred from a lack of proper routine maintenance.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...” 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 repair You declined this offer. Due to your dissatisfaction, CHW will honor the $goodwill funds and add a free service call fee to your policy To accept this offer, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or 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

Complaint: ***
I am rejecting this response because: Yes I did cancel the warranty because I did not want this to happen again.The supervisor that I talked with said $was the most so I had to take it.I have talked with other warranty companies and they told me they would have paid the full amount for my replacement.Also they would not have let me be without a washer for daysYou need to tell people in large print that you only pay wholesale for replacementThe lady even told me to look for one on the internetYou call that serviceIThink $is fair.I'm only asking what's fair
Regards,
*** ***