Bass Services, Inc.

Dear *** ***, We do see that you have contacted our customer service department and had spoken with a manager who informed you that the unit was covered under manufactures warranty. Per our policy, a manufactures warranty does supersede oursWe do see that you stated that you would contact the manufacture to assist you with the claimAs a goodwill gesture, we have added a onetime free service call fee to your policyThank you, CHW

Dear *** ***,We do apologize for any inconveniences you may have encountered Again, we have added one free service call fee to your policy Per our last conversation, the technician has been scheduled to come to your home on June 30, between 3pm and 9pm Please understand that we are experiencing higher call volume, therefore the best time to call is early in the morning, 8am EST.Regards,CHW

Complaint: ***
I am rejecting this response because: It's PURE fiction! Choice warranty company send another service man, " first guy said the AC unit needed to be replaced", Choice Home Warranty rejected our claim saying it was a pre-existing condition! The second guy that Choice sent out says its in perfect working order and in excellent condition for its ageHe emailed me a condition report below!!!
Hi ***,***, the technician who was out to your house yesterday, called me and said that you wanted us to send you an e-mail stating that your A/C system looked goodIf you want something more than whats below, just let us know. Thanks, Tabetha"We were called out by Choice Home Warranty to *** *** *** *** *** *** *** ** *** on 6/16/When the tech arrived, he inspected the system and found everything to be running within manufacturers specsIt was cooling with a degree temperature splitThe coils and the filters were both cleanThe system appeared to be very well maintained." That is the email from *** ** ***! Now, who do we believe?? Surely NOT Choice Home WarrantyPlease follow through with our complaint against, Choice Home WarrantyBoth of the service companies have boldly stated that, " Choice does not pay claims!!"Respectfully, *** ***
Regards,
*** ***

*** ***,Attached is the reimbursement form that you sent into our authorization department It shows that you chose to have the work completed before we provided an authorization number; it also shows that you chose to pay for the work without knowing if the claim was a covered claimYou paid a total of $for this claim and if this were to be a covered claim, you would have been reimbursed under our rates CHW would not have paid for this type of repair, and if we did as a goodwill gesture, we would not have paid this amount.Since you disagree with the terms and conditions of our policy, we are offering you a one-time chance to cancel this policy with the refund of the amount that you paid, minus the amount that we have paid for the claims You paid a total of $for the policy and CHW has paid a total of $for claims We are offering you a refund of $to cancel your policy If you were to cancel the policy per the terms, you would not be entitled to a refund.We have documented your policy to reflect the offer, if you would like to contact us at ###-###-####.Thank you,CHW

That was an estimated refund, however, there is a $administrative fee that is indicated in section Letter L, Number of the policyThe refund amount was $and has been appliedYou purchased the policy for $There was a $administrative fee, less $in claims that were paid, you had the policy for months at $(which was a discounted cost)This leaves the balance that was returned Regards, CHW

*** ***,As a goodwill gesture CHW will provide you with the funds as we stated upon receipt of the invoice The documents do state $however we will increase the offer for you to $ Please note that the copper tubing has another tub inside that causes pin holes which lead to the failure Per our policy, rust and corrosion is not covered As we stated, we will be more than happy to provide you with $upon receipt of the invoice. Thank you,CHW

Dear *** * ***We regret to hear your frustration. You are entitled to sending in any further invoices you may have for review, however there are no guarantees As a goodwill gesture, we can add a free service call fee for your next claim To accept this offer, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm EST. Regards,CHW

Complaint: ***
I am rejecting this response because: I will need more time to study my options I will get back with you guys on the next few days
Regards,
*** ***

Complaint: ***
I am rejecting this response because:The response from the business is not acceptedAs per their policy, I waited more for days during their "review" period and did not submit any claim as my washer was working absolutely fineI understand from the business that they do not cover pre existing condition, but this is an electronic equipment how can they say that washer had pre-existing issue and hence they are not obligated to repairIn machine anything can go wrong at any timeOn day one or on day or never- there is no guarantee of the timeIf they do not want to cover pre-existing condition, they should have come and checked all the appliance before on boarding clients on their home warranty program.To me this is a clear scam to rob people's hard earned moneyI signed up with them and paid them $and upon canceling I get $backI demand full refund of $because of the fact that service has failed to provide the services offered.I request Revdex.com to step in and help the consumer
Regards,
*** ***

When I purchased this policy this was never discussed and it was discussed that if my appliances and boiler is having problems to call and I pay and they would fix it or give me a new oneThe representative never said anything about if its old or is rusted that it would not be coveredSince I was not told about that I feel like I brought the policy without the appropriate information to make an appropriate decision. Complaint: ***
I am rejecting this response because:
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 our web site at http://www.choicehomewarranty.com/user_agreement.php Upon review of your claim that you placed on 5/31/for your Air Conditioning unit, the technician explained to us that the condenser coil is surrounded by vegetation outside at the homeThe coil seems to also have grass growing on the corners of the unit going threw it as well The technician stated that the unit was very dirty and the filter was clogged Having a clogged filter will make a restriction in the air flow and cause the unit to fail The hot air coming in has no place to escape to and causes the unit to overheat therefore seizing the unit This is considered to be a lack of proper maintenance; something that CHW does not cover per our policy.Please see Section FLIMITATIONS OF LIABILITY : We are not liable for or routine maintenanceWe will not pay for repairs or failures that result from the Contract holder’s failure to perform or routine maintenanceFor example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement.CHW does not cover units that are not properly maintained by the manufactures specificationsThis unit was not maintained properly as the filters being clogged is something that is done on a routine basis for maintenance. I do apologize for any frustration that this claim has caused and we are very sorry that you chose to cancel with CHW We do thank you for your feedback as this is always helpful for our customer service and service providers.Best regards, Tracy CHW Consumer Advocate

Complaint: ***
I am rejecting this response because:Your company is impossible to deal with, you have yet to once actually fully pay one single claim It a hassle to ever get paid You just dont want to pay this claim and using some gray language in the agreement to not pay, what kind of Customer Service and peace of mind is that How could anyone ever actually recommend to get a warranty from your company? I have even request meditation on the agreement and have had ZERO response
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/user-agreement/. A review of the claim shows that it was processed according to the policy. This was a covered claim. Based on the diagnosis that we received, it stated that heat exchanger was cracked and needed to be replaced. Unfortunately, the part to repair the unit is no longer available. Per our policy, Section Letter F, Number 9, that “…If parts are no longer available, We will offer a cash payment in the amount of the average cost between parts and labor of the covered repair…”Our SrClaims Specialist advised you about the outcome of the claim and our policy, and offered you $377.00, the cost of the heat exchanger and labor. You declined this offer as you were not satisfied. We strive to provide the best customer experience, therefore as a goodwill gesture, we offered you $towards the replacement. You accepted this offer as of 11/10/2017. Please allow days to process before the check is mailed out. This claim has been considered settled. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

We received the diagnosis from your technician as your email to CHW stated “the Heat Pump inside the attic was discovered to have several major leaksLikewise, the outside condenser coil also had at least two leaks. Our inside technicians have advised us that this is a premature failure due to a lack of proper routine maintenance Condenser coils are built to be very durable being designed to withstand weather and temperature extremes and with proper installation, care and routine maintenance the can last decades normally outlasting every other part in a condenserSo that being said, Non-repairable leaks in condensing coils are caused mainly due to a lack of proper routine maintenanceCHW does not cover repairs that are related to a lack of proper routine maintenance as per section FLimitations of Liability #states CHW has paid out a total of $for your Air Conditioning claims Since you have blandly disagreed with our policy, CHW will offer you a refund of the amount that you paid for the coverage minus what we have paid out for claims This will end your policy and you will be provided with a refund of $If you agree to this and would like to cancel the policy with us, please contact us and we will provide you with a form to sign and provide your funds back to you.There is unfortunately nothing further that can be done for this claim.Respectfully,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 received your request for cancellation and have reached out to our team to reach out to you to handle the request 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 policy Based on the diagnosis that we received, it stated that the unit is undersized for the home, which he stated was square feet The unit needs to be tons in order to service the home properly Per our policy, Section Letter F, Number 15, is not responsible for modifications.Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not in agreeance If you would like to further dispute this claim, you are entitled to getting a second opinion at your expense If you choose to get a second opinion, please submit the detailed invoice that shows the diagnosis to [email protected] If the outcome is different, then 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

Dear Mr***,Per your request, CHW has cancelled your policy per the terms and conditions of the policy as stated in Section LCancellations. Please see below:LCANCELLATION This 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 UsThis 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. The refund has been processed and has been refunded to your credit card that you used to sign up with the companyPer the terms stated above, the refund was $due to $authorized claims also minus the administrative fee of $50.We do regret that you chose to cancel, however the refund as stated is complete. 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 claim shows that it was processed according to the policy. Based on the diagnosis that we received, it stated that the pool motor was rusted/corroded which caused it to failPer our policy, Section Letter F, Number 1, “…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 with. We advised you that you are entitled to getting a second opinion at your expense, however you declinedWe strive to provide the best customer experience, therefore we reached out to the technician again to confirm the cause of failure. Please understand the technician did confirm that the motor failed due to corrosionAs a goodwill gesture, we offered you $to assist you on this non covered claim; you accepted this offer. The outcome of this claim standsWe 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 and wishes to cancel. Please be advised that you are able to place a claim online at www.choicehomewarranty.com. All you need to do is enter your email address and policy number. We have reached out to an Escalation
Manager, who will contact you in regards to your request to cancel. If you wish to contact an Escalation Manager right away, please contact us directly at ###-###-#### Monday-Friday 9am to 6pm EST.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 F, Number 12, which indicates CHW is not responsible for repairs due to lack of maintenanceThe information provided to CHW doesn’t reflect preventative maintenance but does show a checkup of the system, it doesn’t indicate a cleaning be performed or pressure tests or any other components of preventative maintenance We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW