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 *** After review of your claim, we do see that CHW offered to assist you with the replacement of the unit since we were not able to secure a diagnosis We are offering to provide you with fund to go towards this unit due to the policy stating that we do not cover the actual tanks We do however cover the heating element that make the unit heat up the waterIf you would like to accept our offer for this unit, you are asked to contact us at ###-###-#### The funds are to assist if you would like to use your own technician and use to fix the unit however since we cannot find the technician and we do feel that the goodwill would help more than waiting for a tech to become available.Again, if you agree, please contact us.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 it appears that your claim was processed in accordance with the policy section Letter D, Number 6, which indicates CHW is not responsible for repairs of tanksThe policy agreement is located in the link above and can be located on our websiteOne can also be sent to you via email or by mail if you would like to review the terms and conditionsIt appears that your claims have been processed in accordance with the policyIn the event you find that you would like to have a different technician assigned to any of your claims, please feel free to call CHW directly and we will be happy to do thisAlso, we value your feedback as this assists us with the vendors that are selected to assist our customers when neededYou can provide this feedback to us directly via email at *** or you can call our 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:
My complaint is that I have been sold a policy, charged fees, and still am being billed for a policy they would have never covered The failure to tell me up front that I would never be insured while collecting premiums, charging fees, and not returning them I am still being billed for a property they will never cover This is poor business practice I've been taken advantage of due to complete transparency and providing all information during starting the policy I should have been told my equipment would not be covered and that my unit is uninsurable by them before they accepted, collected, or charged payments to me If I am uninsurable with this company why are they still billing me and don't they return my fees and premiums paid due to their lack of honesty, transparency, and due diligence?
Regards,
*** *** ***

Dear Mr***,We do regret your frustration however our policy does cover the internal components that make the water hot however we do not cover the actual water heater tank due to the fact that a holding vesselIf your unit needs to be replaced, our policy states in Section DCoverage #6.We
do urge all customers to review the policy before the start date and if you have any questions of concerns, please feel free to contact us. Thank you,CHW

Choice Home Warranty,Yes, we have a/c units for our home No, we do not have improper coverage One new unit was installed last year and still under manufacturer’s warranty therefore we do not need coverage by CHW This covered claim total is $4113.50. I expected CHW to honor this claim

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 was purchased on 11/13/12, it began days later on 12/13/ Within this time period are you allowed to cancel the policy for a full refund You chose to cancel the policy on 6/11/after CHW had paid out $of the claims that you had placed Although your payment was $1890.00, you broke the contract and you were charged for the months used, plus the amount that CHW paid for the claims and an administration fee of $ Your refund of $is correct Please see Section LCANCELLATIONThis 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 apologize that you are unhappy with the refund that you received but this was stated in the policy upon you signing up for it Our policy was mailed to you, you have it on email, could have viewed it by using your online ID or you could have gone to our site, as stated above.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 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. Upon review of your claim, we do see that you placed a claim for your AC system on 7/13/and although there was a technician assigned to your claim, we do see that you had to contact us back to have a different one dispatched As of now, there is a tech currently assigned at $service call fee Please contact *** *** *** *** *** at ###-###-#### If for any reason you are not able to schedule an appointment with this technician, you are welcome to contact us back or you can go through our reimbursement option We can send you a form, once you have a technician at your home, they would have to contact us to provide the diagnosis CHW will advise if the claim is covered and how much we are able to cover We do state in our policy that if you have the work done without having authorization, you will not be reimbursed.Kindly contact us at ###-###-#### and let us know if you would like for us to send you the form or if you would like to wait for the current tech that is available for you.As of now, CHW is not offering a refund of the paid policyYou are a monthly customer which means that at any time you can cancel however a refund is not something that we are able to offer at this time.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

*** ***
Our records show that you purchased your policy on 8/4/15, the policy began on 9/4/therefore your payments from the purchase date were always on the 4thThe last payment that we received that actually went through was on 4/4/16, the payment for 5/4/was in fact declined and we did try to charge the credit card again on 5/6/thinking it was an error however it was not and you had cancelled your credit cardNot cancelling the policy properly, you forfeit the policy as stated in the previous correspondence
In reference to the claim, the amount that was being offered to you was not to cover the entire unit; it was to go towards a new unitWe provided you with funds in lieu of repair as it states in our policy, Section FLimitations of Liability #that states
“We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (which at times may be less than retail) to repair or replace any covered system, component or appliance.”
Unless a payment is made to the company, the policy would remain as is which as of now is a past due balance of $We do regret that you are upset with our policy but CHW has to follow the terms and conditions of our policy
Thank you,
CHW

To Whom it May Concern: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 the policy that you are speaking about, we do see that the customer placed a claim for their Air Conditioning System on 8/14/and their policy began on 8/7/only days prior This unit clearly did not come into the policy in proper working order as our policy states that it shouldPlease see Section ACoverage #3, states “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 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.”Also, please note that an inspection for an Air Conditioner or any type of unit is not considered to be maintenance or any type of conformation that the unit itself is working properly It will tell the customer or the home buyer that the unit is working at that time, it is blowing cold or hot An inspection doesn’t consist of the maintenance routine that a contractor/technician would go through to ensure that the unit is working properlyPer our policy, Section F #States “The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.”Lastly, although we do not want anyone to cancel their policy, you are permitted to do so per Section LCancellations You do not have to send it in writing as you can call and request to cancel You would not receive a full refund as the policy is over the day grace period but you can receive a pro-rated refund of the money that was purchased for the policy.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 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 *** We have reviewed your claim and have discussed this with youWe have together come up with a mutual resolution and sent you the proper paperwork to sign and send back to usIn the event you have any questions, please feel free to call our customer service team directly 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: I know we could round on this and I have no way of winning However, just know I've talked to several contractor that say you treat them like crap as well I may never receive what is owed me, but this does not stop hereTell your criminal CEO we all know CHW is the biggest scamRegards
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 our web site at *** Upon review of your policy, we do see that CHW has assisted you in past claims in a total of $We do see that there was a claim placed for the heating system in your home and we do regret that our policy doesn’t cover failures due to rust or corrosion. Please see section F#as well as F#If you disagree with this diagnosis you are more than welcome to provide a second opinion at your own cost, per the diagnosis and the pictures that were sent to us this claim was non-covered per the terms and conditions of our policyWe do regret your frustration with this claim and do hope that we are able to help you in future claimsBest 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 *** A review of the claims shows that the claim was handled properlyThe diagnosis that was received, assisted CHW in making a determination of the claimThe diagnosis that was received was that the unit was leaking form the suction side going into the Evaporator CoilThere was also a vibration and pictures that were sentIt was determined by the pictures that there was rust and corrosionSection Letter F, Numbers and of the policy indicate that rust and corrosion aren’t coveredPlease call the CHW customer service team with 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 Cesar * ***, 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 claims it appears that your claims were processed in accordance to the policyFor the microwave and faucets they are both non-covered items in accordance to the policyIt appears that CHW has provided a goodwill gesture payment in the amount of $that was authorized on August 1, to assist with the claims 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: The company is obviously making an attempt to marginalize the issue and not standing up to their claim of quality customer serviceI have rejected the $offered by Choice Home warranty company, the rejection was in writingThis company need to replace my wall oven immediately
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 claims it appears that your claims were processed accordinglyWhen a claim is initially reported either online or by phone, the information is gathered by the CHW and within hours the customer is notified via email AND automated voice message with the name of the technician that has been assigned to your claimAt that point, the customer is welcome to call the technician to schedule a mutually agreed upon timeCHW does not schedule the time for you but instead provide you with the information to make the necessary arrangementsYour claims were called in on June 1st and this information was provided on June 1stPlease accept our apologies in the delay in reaching us, we have had an increased volume of inbound calls and are doing our very best to diligently serve all of our customers as quickly as possible 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 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 CHW had a technician come to your home and diagnose the systemUpon trying to fix the unit, it was stated that the unit had an issue with the bypass valveThe bypass valve was working improperly and not creating proper pressure drop inside compressorPer our policy, we do not cover secondary damagesPlease see Section FLimitations of Liability #Per the technician the bypass valve caused the compressor to fail
CHW did offer you a goodwill gesture of $150, however upon providing you the goodwill gesture you stated that you were not happy with that amount, therefore we did not provide it to you
CHW is willing to provide you with a goodwill gesture for the non-covered claim however we are not willing to cover any claim that does not fall under our policy guidelines
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy
Regards,
CHW

I received my refund check days agoThank you for your help

Dear Mr***, We do regret that the technician stated this to you. The technicians only provide the diagnosis to us and CHW’s inside technician’s determine if the claim is covered or notWe do see that after you cancelled you were provided with a refund of $for the pro-rated refund. Since we are not able to provide a covered claim for a non-covered issue and your policy is cancelled we are willing to provide you with a full refund for the remainder balance of $If you would like this goodwill gesture, please contact us and we will send you an agreement to sign and send backThank you, CHW

Complaint: ***
I am rejecting this response because:
I had another company look at the problem stating that the compressor failed and heat was not a factorAdding the wires got hot because the compressor seizedThey tech also told me that that compressors sometimes fail; it has moving parts which sometimes break prematurelyAdditionally, they had experience with Choice Warranty were they have been turned down requests for more expensive repairs regularly As for the original tech, while being a nice guy, he told he had never replace a compressor while the second opinion techs said the do them oftenFinally, the Choice Warranty tech’s is a teacher and does some home repair work on the sideThis casts doubt on the Choice Warranty tech’s experience and knowledge It is a shame a company make their money form cheating and not put forth an honest claimThey made $from deception from me shame on you!
Regards,
*** ***