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 it appears that it was processed in accordance with the terms of the policyCHW regrets the issues that you have endured regarding the fire, however, section Letter F, Number of the policy states, “You agree that We are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performanceYou also agree that We are not liable for consequential, incidental, indirect, secondary, or punitive damagesYou expressly waive the right to all such damages”As such, you will need to work directly with the technician and the assigned company to recoup your losses regarding this 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 your policy that started on 6/14/15, you placed your claim that same day We did advise you that the unit was a lack of proper maintenance as well as pre-existing to OUR policy Per our policy, you must enter the contract with all units in proper working orderPlease see Section A Coverage 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.We do apologize for any trouble that this claim has caused, we always urge our customers to read the policy and familiarize yourself with it. 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 the system was 3lbs low on Freon Your system being low on Freon indicates that there is a leak somewhere in the system When the leak is not visible, a technician must perform a leak test A leak test would determine the location and cause of the leak, and in addition, the technician would take pictures of the location of the leak, the indoor and outdoor coils, and the model and serial number of the unit Per our policy, Section Letter D, Number 4, we do not cover leak test.Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you agreed for the technician to perform the leak test.The technician reported that the unit is a sealed system and could not locate where the leak location Sealed systems do not leak from wear and tear Per our policy, Section Letter A, Number 2, CHW only covers failures that “Become inoperative due to wear and tear…”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 however, you are not entitled to a refund 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 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 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 policy was handled in accordance to the terms outlined in section F, Number 12, CHW is not responsible for repairs due to lack of maintenance 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 your claim, I do see that you had your own technician come to your home to assist with the plumbing stoppage that you had They provided a diagnosis to us that stated that the technician snaked the line 115ft, per our policy, CHW only will snake a line that is up to 100ft Also, the technician stated that there were roots blocking in both directions Again, per our policy, Section D Coverage states that we do not cover clogs due to roots.You stated that this was all completed in the amount of $ Also, please read our policy Section LCancellationsIf you would like to cancel the policy there would not be a refund on this policy as CHW has paid out $and your policy was purchased at $ As a good will gesture, we will be happy to place a onetime free service call fee under your account but we are not able to provide the funds to you due to the fact that the funds go to the technician for his diagnosis. We will add the service call fee and if you would like to cancel the policy, please contact our Cancellations department and they can further assist you with any other questions you might have.We do understand your frustration; CHW is in full compliance with the terms and conditions of our policy.Respectfully,CHW

Complaint: ***
I am rejecting this response because:
It is true that you did notify me to get someone to come out and then have them call you with what the problem is and the costThat part is true! Now the problem is when you call you are put on hold for at least minutes before a real person comes on the line and no service person is going to wait that long The Service Person that I got said they would not deal with you because you do not pay them I was told by the Salesperson that signed me up for your plan that all I had to do was call the toll free # and I would get someone that would dispatch a Serviceperson to my home I would not have to do anything but call that number That did not happen! That is the reason that I took this plan out I do not want to deal with all the calling myself and you were supposed to take care of itThat is a misrepresentation of Facts One of the listed reasons that I am entitled to a refund of my paid contract fees.I have read the warranty information booklet and no where did I find that if you could not find someone to come out that I would have to get someone myself My Built in Oven is a *** and that is a *** Brand so you could have called *** which is around miles away Could it be *** may not come out because they have to wait weeks for their money and may not ever get paid I also saw where I had days to cancel the Contract in order to get my money back My effective date of the Contract was Apr8thand I didn't have a problem till Apr22nd As I stated earlier, you have Misrepresentated The Facts of what you would do if I had a problem I think that your Company is just wanting the Money for Contracts and not fulfilling your end of the deal I just want the full amount that I paid you refunded.you certainly got your money up front(you made sure of that) and I want a refund of my money
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 with each air conditioning claim that was submitted it was dispatched to a technician within hoursOnce this is done the customer will receive an automated email as well as an automated voice message providing information with the technician’s name and telephoneThis provides the customer an opportunity to call the technician directly and schedule a mutually agreed upon appointmentWe are in receipt of your reimbursement forms, however we request that business days are allowed to us for processingThese forms were received on June 22nd We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

*** ***Thank you for your response, we are aware of the issue and due to the fact that the policy was cancelled we are resending the check however this check is in the amount of $ CHW does not refund for the service call fee and we reimburse at our rates. If you have any questions, please contact us at ###-###-####.Thank you,CHW

Dear *** ***,We regret to hear your fursttioan and apologize for the any inconveniences this may have caused you. Please note that *** *** *** *** *** has been assigned to your claimPlease contact them at ###-###-#### to schedule an appointment. Regards,CHW

Complaint: ***
I am rejecting this response because: choice home representative stated that no matter what paper work I submitted, three warranty claim would not be honored Even though I maintained the system for two years, they were uninterested and just needed a reason not to honhonor the claim They have a dishonest business practice Their own repair tech stated that the system has been regularly serviced and in great shape
Regards,
*** ***

*** ***,We are not able to provide you with a full refund plus the cost of the blower motor. Per our policy, Section F#states that CHW is not responsible for any negligence of the techniciansWe will be happy to provide you with one of the options, either the cost of the blower motor $or the full refund of $375.00. We have documented your policy, if you come to a decision we will be happy to provide you with a release agreement.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,
*** ***

*** ***We do understand your frustration however, our policy is specific and we do not cover specific items that are listed under the terms and conditions Please also review the Limitations of Liability specifically #which states that CHW is not responsible for the negligence of the techniciansWe highly suggest that you contact the technician that was at your home They are licensed and certified for any issues that may arise from their own negligence. CHW has charged you for the policy which you purchased As it states in the policy, we are not an insurance company and do follow all the terms and conditionsIf you cancel your policy with us, we are not responsible for any repairs or replacements since you no longer have a policy with usIf we are offering a goodwill gesture it is to retain your services, we do not provide goodwill gestures for non-customers.You also refund you received did not reflect the goodwill that we offered when you were a customerDue to the capacity of your claims and complaints, we ask that you contact our Director of Resolutions ( Jose ).Thank you,CHW

These are two separate policies and as I stated, the policy wasn't available when the policy was purchasedBad business and bad business practices is your fault because you choose the co tractorsYou never said your contractors doesn't show up for appointments and charge for services not renderedThis is poor customer service on your part AndroidAndroid I should not be penalized for it
Complaint: ***
I am rejecting this response because:
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 thermal expansion valve (TXV) was clogged and needed to be replaced. Per our policy, Section D, Number 4, CHW does not cover “…thermal expansion valve…”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied We did receive the invoice from your technician, which stated that it was the cap that failed along with missing Freon We strive to provide the best customer experience, therefore we offered you $of goodwill funds to assist you as well as a one-time free service call fee for your next claim You accepted this offer. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

I am so disappointed in home warranty companies in general I have done nothing but pay premiums from the time we had our house built and they never want to cover what they claim I have thought about seeing a lawyer on a class action lawsuit I still have the unit with the wrong compressor in it in my backyard I am a teacher with second job waiting for summer break to pursue that I have sent several emails to the customer representative *** *** with no response Wrong spelling on that last name.Thank you so much, Here is her email and you can reach me at ###-###-####.*** ***

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 your unit was low on Freon 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 satisfied.We strive to provide the best customer experience, therefore, as a goodwill gesture we have applied a onetime free service call fee onto your policy 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 there was physical damage from door being slammed Per our policy, Section Letter F, Number 8, CHW is not liable for caused by “misuse” 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 will offer a onetime free service call fee for your next claim This free service call fee has been placed on your policy.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear *** ***,Although your unit may have been working before you submitted the claim does not mean that the unit was not failing prior to the policy’s start date Please see section FLimitations of Liability #that states, CHW does not cover any known or unknown pre-existing issues The unit had multiple mechanical failures such as the pump would not pump water to discharge hose, the spin cycle was not spinning fast enough, the water sense device, pump and discharge pump all required replacement These failures could not have happened within days of the policy. The days that you have to wait for the policy to begin is the time period that we allow for you as the customer to ensure that all the units are in proper working orderThis time period is also the time that you are supposed to review over the policy and familiarize yourself with the policy and if you have any questions or concerns you are able to cancel at that time before the policy starts for a full refund.We do regret your frustration however you chose to cancel the policy and CHW followed Section LCancellations and provided you back the amount that you were entitled to for the pro-rated refund.Thank you,CHW