Bass Services, Inc.

Dear *** ***We regret to hear your frustration. After further review of the claim, the “waste and overflow” is the drain that is a part of the bath tub drain mechanism, which is excluded in our policy, Section Letter D, Number 8. We do apologize for the misunderstanding. The outcome of this claim stands.Regards,CHW

Dear *** ***We regret to hear your frustration and declining our offer. Please be advised that rust and corrosion are a clear exclusive in our policy, therefore the outcome of the claim remains the same. 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 your unit was missing 6-7lbs of Freon The technician did perform a leak test and confirmed that the cause of the leak was a rusted/corroded evaporator coil The pictures we received also confirmed that rust/corrosion was the cause of failure.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 advised that our Escalations Manager stated that you had a “No exclusion policy.” Please understand that an “all-inclusive policy” would not be found in the home warranty industry In response to your statements, our VP of Quality Assurance and Processing reviewed the recorded call between you and our Escalation Manager In this call dated 8/11/16, the Escalation Manager advised you that we would be covering “pre-existing conditions.” This information is also noted profusely in our system. Due to your dissatisfaction, CHW offered you $1,towards the non-covered claim and cancel your policy You declined to sign the paperwork. Please understand that CHW has been diligently working with you to come to a resolution, however, due to your decline to sign the paperwork, there is nothing further we can do as this is clearly a non-covered claim. This case is considered closed.Regards,CHW

*** ***CHW cannot cover a unit that we were advised was full of egg and cockroach droppingsIf you would like to provide us a second opinion from a different technician, please have them contact us at ###-###-####Please have them speak to our authorization department. As a goodwill gesture we are willing to provide you with one free month of service If you would like to accept this offer, please contact us at the number above and we will send you an agreement, once that is signed we will then be able to skip the following month of service payment for your policy.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.Upon review of your claim, we do see that you have placed claims that are not in accordance with the terms of our policy The last claim that you placed, the water heater tank had to be replaced, please reference the policy Section DCoverage #which will state that we do not cover the tank as it is a vessel that holds the water Before you chose to cancel, CHW offered you a goodwill gesture of $to assist with your claim however you declined and cancelled the policy.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 began with us on 3/24/15, you placed an Air Conditioning claim with us on 5/8/ Upon diagnosis we received from the technician, we were advised that your unit was a Ton Rudd that was years old The technician stated that the unit’s compressor did lock up and no longer was working There are reasons of why we explained to you that this had happened One could have been a power surge, a manufacturer’s defect, a lack of proper maintenance or Acid Burnout that could be from an improper installation or previous repair We did advise you that the unit was too young to have such failures and you stated that you were going to provide us with maintenance records. Lastly, the reason that this unit was not covered is due to the fact that there would be no possible way that this failure could have happened within the last month that you had your policy This can take years to happen but shouldn’t happen at such a young age This is why we were giving you the chance to provide us with maintenance records showing that you did enter this contract with the unit in good working order and have had it properly maintained per the manufactures specifications.Please send your records to [email protected] and we will be happy to review them for your claim.Best regards,CHW CHW

Complaint: ***
I am rejecting this response because: At the time of my claim I was current on my payments to choice home warrantyIt took them over weeks to deal with this issueAfter having them send me out at least contractors who refused to even come out I hire my own company to do the repairsI had the repairs done in daysChoice home warranty is calling 2-times a day not to help with my claim but to try and get a new credit card number to bill monthlyI receive a email a day requesting a new credit cardThe bottom line is for weeks we sat in the hot Arizona heat while choice did aboustly nothing to help usMy account was current at the time my repairs were done therefore choice is responsibleThis company has one priority and that is to take in funds while doing nothing to settle claimsThey cannot even get repair techs to come out to handle callsEvery firm they gave us refuse to come outEither they said they no longer work with choice or our roof was to highThe biggest lie these company's told was there's no access to to AC unitThere is a 8foot single path that leads to and surrounds the unitI spoke to someone from choice who called a service company while I was on the phone and provide them with a google link that clearly shows the roof with the shingle accessBecause I was covered at the time the repairs were made choice is responsibleFor them to refuse to accept this claim until the account is current is a jokeIf you want me to get my account current and continue to use you as a warranty company deal with my claimI was covered at the time and that's the bottom lineReviews of this company only prove what I'm sayingI paid choice roughly $over two years for nothingI had company's they referred me to tell me they no longer did work for choiceI assume because they refuse to pay on claimsI would like the harassing calls and emails to stopI refuse to work with this companyThere standard answer has been get you account current if you want us to process this claimHello it's your responsibility to process this claim due to the fact I was coveredI only stopped paying after I was given company's over a week period with no help from choiceWe spent a week in a hotel before returning home to degree days in the Arizona heatHow about you just send me my minimum $claim payment because I'm sure that's the best I'm going to get from you and we end this nonsenseI have attached a Google satilite picture which clearly shows the shingle access areas on the roofs of each unit.
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 policy, we do see that you have contacted your banking center and have placed a chargeback on this purchase of the policy Per our policy, your policy has been cancelled due to fraudulent practices and non-payment of the policy Please see Section LCancellations of your policy states 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 acontract of insurance, residential service, warranty, extended warranty, or implied warrantyYou may cancel within the first days of the order date for a refund of the paidcontract fees, less a $administrative fee.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 $administrativefee.All cancellation requests must be submitted in writingYou did not do this and went directly to the banking center and they took the funds that you agreed to pay our company Therefore since you did not pay for the policy, we cannot provide any type of assistance.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy.Thank you,CHW

Complaint: ***
I am rejecting this response because:Number 1, there is no Rust or Corrision because the coil is all aluminm and aluminm dosen't Rust! I was standing next to the Techician when he was talking to you and he never mention that, he told you the unit failed and caused a leak due to old age and I have that on his reportNumber you are back peddling because you don't want to repair or replace the unitNumber the fan motor is also leaking oil and the capacitor is failing and you didn't even mention that and I have that on the reportyou are the ones that came up with that crap about Rust, I was there and heard the conversationStop lieing to the Revdex.com and your customers and keep to your contract! I have the report in my hand and it states the unit needs to be repaired or replaced and you are the ones that sent these people to fix the A/C not meRevdex.com these people will do anything not to honor there contract
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 condensing coils were leaking; this was caused from a lack of effective routine maintenance. Please be advised that the pictures we received confirmed the condition of the unit.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. As a goodwill gesture, we offered $+ one free service call fee for your next claim. You declined this offer. 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.phpUpon review of your claim, I do see that CHW has offered you a buyout of the unit in the amount of $450.00. We were trying to work with you because we do feel that the technicians’ pricing was a bit high and we were going to contact him to see if he could assist with a better price for the labor for the unit. I have done some research and do see that you can purchase a water heater for $300-$and you can use the rest of the funds for the labor. I have found this at the local Lowes and Home depot centersWe would like to assist you and if you are not comfortable with the buyout amount, please contact Russ as he is aware of the situation and will contact the technician to see what we are able to do for the labor cost. We might be able to use a different technician tooIf you chose to cancel the policy, we would not be able to assist with the labor cost. Also, if you chose to cancel the policy, please see Section LCancellations, you would be required to pay our company back for costs that we paid out during the contract term and an administrative fee of $as it would not be a mutual agreementWe do hope that you allow us to assist you and please again contact Russ as he is able to assistWe regret your frustration with this claim; CHW is in full compliance with our terms of our policy. Best regards, CHW

Complaint: ***
I am rejecting this response Because I called and logged the claim and was told everything was covered if not fully replaced with a new oneI am NOT asking for the retail priceI am asking for a fair priceI am simply asking the company have it repaired! I also have a bit network of realtors due to the nature of my business and once I recommended choice to many of them, going forward I'll make sure to not only purchase my next home warranty with American Home Shield but also ensure everyone I know understands the frustration I have been throughThe company doesn't understand that settling my claim at the fair price of $would keep them from loosing at least my business next year let alone other potential clientsIf you do the math, the company is willing to lose min$rather than increase my payment and only lose $I am sure this wasn't escalated properly because any customer service business would rather come to an agreement than have their reputation tarnishedI DO NOT agree to the $I'll be sure to review you on every site there is and rate you with star or give the lowest rating and encourage anyone with issues to escalate all complaints as far as possible such that you fall and others have an opportunity to serve us

Thank you for your messagePlease note it takes business days to receive your checkPlease call our customer service team directly at ###-###-#### if you have any questions

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 *** I have requested someone call you regarding the cancellation of your policyAlthough we don’t want to see you leave CHW and value you as a customer, we don’t want to hinder youIf you have any questions, please call CHW at *** 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 http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claim, we see that the tank of the water heater needed to be replacedPer our policy, Section D#6, tanks are not covered however, we did authorize you the amount of $to assist with the purchase or the repair of the unitThis is the only cost that we are able to provide considering that the tank itself needs to be replaced and that would be the only part that would be covered per the policy.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW

Complaint: ***
I am rejecting this response because:First, you claim that you offered a goodwill gesture is incorrectThe adjustor indicated that the $is for the install of the gas valve and that they would not cover the power vent and the gas valveYou paid that amount because you did not have a choice but to cover for the part in which you indicated was part of the water heater unitin addition, you found a small disclaimer within your contract that stated that you do not cover "secondary parts"After speaking to multiple licenses plumbers, they were completely surprised and disagreed that they considered the part in question as a secondary partPlease see the email correspondence from *** *** Plumbing:My second issue is that I requested for my membership to be cancelled in my previous response to Revdex.com and you have yet to process this and in fact, you charged my card an additional $I am requesting this to be refunded as well. ***Mar 16tomeHi Mr***!The following are the costs that I quoted to Choice Home WarrantyI'll wait to hear from you before we order the parts.*** *** *** ***Repair Cost:Service call: $55Gas Valve: $500.50PowerVent: $574.60Low voltage wire: $110.60Parts Total: $1,185.70Labor x hrs: $330.00____________________Grand Total: $1,570.70 Again, all I am asking is that you take responsibility for the what your website states and that is you would repair the water heater or replace it if it is not repairable. I have already bought a new water heater; therefore, I ask that you pay for the the additional part
Regards,
*** ***

Complaint: ***
I am rejecting this response because: The unit failed due to wear and tear It is yrsold and failed Choice Home Warranty just arbitrarily made a determination stating it was not due to use Whatever reason or excuse they gave, give, for the units failure was strictly for the purpose of not honoring the contract and replacing the unit
Regards,
Michael ***

Complaint: ***
I am rejecting this response because:We have the a/c serviced every years. The technician who came to check the a/c out said the coil developed a leak, which there is no way of us knowing and could be part of wear and tear on the coil. Yes, I did cancel the policy because you refused to honor the claim and have now gone to another home warranty company. Upon cancelling my policy, I was informed by my colleague that she also cancelled her insurance with you because you refused to honor her claim on her water heater because it was not due to "wear and tear"apparently this is how you get off on not honoring the claims, everything is "not caused by wear and tear"
Regards,
*** ***

Dear Ms***,In reference to your cancellation of the policy, you requested to cancel on 7/14/16, as a courtesy CHW provided the cancellation for you You received a refund per the policy in the amount of $ You were provided days prior to the policy start date to review the policy and ensure that you understood all the language that it stated Once the policy began, you were subject to all the terms and conditions It if the customers’ obligation to review the policy and if you had disagreed with the terms and conditions within the days, you would have been able to cancel at that time with a full refund.Since your policy has been cancelled which you did request, we are not able to reactive it.We do regret your frustration however there would be nothing further that we can do at this time.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 *** We want to be able to assist you with your requestYou spoke with us on May 6th and we offered to review your fundsPlease 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