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/useragreementUpon review of your claim, we do see that the technician stated that the unit had no Freon left in the system. It was explained to us that an outdoor coil is a heat transfer deviceThe outdoor coil draws the outdoor air across the coil to absorb the heat from the refrigerantAn outdoor coil should be cleaned periodicallyAny dirt and dust in the air can be trapped on the coil and restrict its airflow and reduce its performance. Per our policy, Section FLimitations of Liability #states that CHW does not cover failures that are caused by a lack of proper routine maintenance. Also, our policy states “In the event a claim is denied, and a customer seeks to have CHW review that denial, CHW has the right to request routine maintenance records in reviewing its decision.” Please kindly send your routine maintenance records to [email protected] for our inside authorization to reviewWe do regret your frustration however, CHW is in full compliance with the terms and conditions of the policy Regards, Choice Home Warranty

Complaint: ***
I am rejecting this response because:
This didn't satisfy what I was told is wrong, please cancel my policy with immediate effect so that I dont' suggest others to buy and save what ever I can as I was dumb to buy it for years in advance!
Regards,
*** ***

Upon review of your policy, I do see that you and CHW have come to a mutual agreement and we have refunded you your policy Kindly close out this complaint as resolved.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 claims shows that it was processed properlySection Letter F, Number of the policy states, “We are not responsible for providing access to or closing access from any covered item which is concrete-encased or otherwise obstructed or inaccessible”The claim has been covered, however, you are responsible for providing the access needed by the technician to correct the issue that is coveredThe service call fee of $is payable to the service provider and remains different from the other feePlease call the CHW customer service team at ###-###-#### if there are any questions We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear *** ***,We regret your frustration Please be advised that your unit failed shortly after your policy coverage started Due to your dissatisfaction, you requested to cancel your policy. As of 10/19/17, your policy was cancelled and your full refund in the amount of $
is currently processing. 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 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, in which you stated you understood.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear CHW offered this amount to you when your policy was active, since you chose to cancel the policy we would not provide you with a goodwill gesture. Choosing to cancel the policy you forfeited the offer of the goodwill.We do regret the frustration that you went through with this claim however CHW did as you requested and cancelled the 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 *** Our goal is to continue to provide outstanding service to all of our customersWe have continued to make an effort to have a technician come to assist with getting the issue fixedAs indicated, we have reached out to you with the information for various techniciansIn the event, you do have a technician that you would prefer, please call our customer service team directly to obtain the necessary information at *** At this time, we currently have provided you with information on a technician in the area to assist in having your issue resolved 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 our web site at ***Upon review of your claim, we do see that CHW had offered to provide you with a new unit, not a used unit We purchase all of our units new from either a ***, *** or *** Our policy states in Section F#that we “are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color.”CHW last spoke to you they offered you one of the two options for your unit We can either offer you the unit that we found that matches yours or a buy out of what it would cost us to replace said unitPlease see below:*** Model # *** Internet #***-***-***cuftElectric Range in Stainless Steel OR $BuyOut.Please feel free to contact us and advise us of your choice.We do regret the frustration that you encountered with the claim however; CHW is in full compliance with the terms and conditions of our policy. 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. A review of the claim shows that it was processed according to the policy Based on the diagnosis that we received, it stated that internal windings in the compressor shorted to ground This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor This failure occurs due to a lack of proper routine maintenance. Per our policy, Section Letter F, Number 8, CHW is not responsible for “repairs due to failure to clean or maintain as specified by the equipment manufacturer.”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you did not agree with We strive to provide the best customer experience, therefore we offered you funds in the amount of $to assist you on this non-covered claim You declined this offer as you insisted to further dispute this claim. If you would like to further dispute this claim, please email your proper routine maintenance to [email protected] for review After your records have been reviewed, if necessary we will adjust the outcome of the claim.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear Gladys ***, 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 to the CHW policy section Letter A, Number which states that CHW is responsible for repairs related to wear and tearBased on the diagnosis that was received the compressor of your system had failed due to the internal windings shorting to the groundThis failure occurs from the compressor overheating, which causes damages and the shorting of the compressorThis is not a result of wear and tearYour policy was canceled at your request in accordance to the policy section Letter L, Number which states If canceled after days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $administrative feeA request will be sent to review your refund to be sure it is accurate We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

I am rejecting this response because: my dryer stopped working suddenly There was a sudden failure that did occurred after my contract start date. If you allege it was prior to my contract, I am requesting a written statement of when these items failed

Complaint: ***
I am rejecting this response because:
I did accept funds, but not for the oven, but for the microwave that you didn't cover. The oven should have been replaced at your expense since you could not get the part necessary to make it work. As for the dishwasher, the tech's were out here at least three times and did what you would allow them to do. They replaced a filter. That did not solve the problem, the dishes were still not coming out clean. I finally gave up on you people and replaced the oven and the dishwasher at my expense. I still think your "warranty" was mis-represented by your sales person by telling me that everything would be covered and I wouldn't have to worry about my appliances any more at all because Choice would fix or replace them. What a crock!!!
Regards,
*** ***

Dear W*** ***,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 do see that the policy began with us on 2/7/and your claim was placed on 2/9/for your refrigerator We do see that the technician stated that the unit had a leak, our policy clearly states in Section DCoverage #that we do not cover leaks Also, this leak was due to the coils being dirty Per section ACoverage #we require all units to enter the policy in proper working order Lastly, all units should be properly cleaned and coils for a unit such as this should not be dirty or the failure will occur. We do see that you chose to cancel your policy before providing us with a second opinion We do regret that we are not able to provide you with any funds towards this claim because your policy has been cancelled and you were provided with a refund per the terms of the policy in Section LCancellations. 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 terms of the policy section Letter F, Number in which CHW is not responsible for repairs related to lack of maintenanceAlthough it is not required, CHW invites you to send in records of routine maintenance performed in accordance with the policy section Letter F, Number that demonstrates that 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 replacementA review of these records may result in a more favorable outcome of the claim 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 central air was serviced different time in the past months techs sent my choice home warrantythe unit exceed average life span it not only that the their tech sent out said it was time for a new one chw decided only to pay for the condenser that why the tech was fired as well as the secretary sounds like a lot of bull or communication see you in courti am retired one I cant not stand is misreprentation
Regards,
*** ***

I will accept the business response to have someone call me as long as they do and I receive my payments for the service work which was provided *** ***

CHW expresses sincere apologies if there was a misunderstanding about the policy and what it entailsThe reason for making the policy effective days after the sale date is to allow customers an opportunity to read in detail the information of the policy to be sure it meets their needsThe sales team is trained to be sure to highlight the many benefits of the policy and those things that are coveredCHW covers more than 90% of the claims that are filedThe font on the CHW policy is consistent with print on a standard policyThe policy is also available online to provide an opportunity to maximize the settings to accommodate the actual viewerThe goal of CHW is to offer continued peace of mind and not financial burdens to our customers and this has been successfully done in many casesAs a goodwill gesture, CHW will provide you with a free service call fee to be used on a future claim placedPlease call the customer service team directly at ###-###-#### if you have any questions Regards, CHW

Dear *** ***,
We do apologize for the inconvenience in regard to the AC claim, we do see that we offered to allow you to use our reimbursement processIf you use this process, we ask that the technician that you chose contacts CHW before ANY repairs are completedIf we are not contacted
prior to the repairs being completed, we will not authorize for any repairs
However, if you would like to cancel the policy we will be willing to provide you with a full refund of the paid amount of $to youIf you chose to cancel for a full refund please contact our customer service department and they will provide you with the release agreement that we would need signed and sent back to us
Thank you for your feedback
CHW

Complaint: 10652740I am rejecting this response because:Due to the climate in *** rust is common on AC unitsThe Evaporator Box Coil did not have any corrosionTwo squares of shingles was an estimate from the Roofing ContractorMy house is more than square feet, two squares of shingles covers about feet! There were only three separate area that required shinglesI submitted the pictures to CHW for reviewCHW has a replacement policy as wellHonor your policy!!!