Bass Services, Inc.

Dear *** ***, We have reached out to you in an effort to accommodate your request and we are awaiting your replyWe have covered your claims in accordance with the policyWe have offered to provide a refund to you and our customer service team will be more than happy to assist youPlease call at *** Regards, CHW

Complaint: ***
I am rejecting this response because:
The company offered a model which is the cheapest basic model available in the market and it is around $and even have a coil burner .I have a kitchen aid with glass top burner and white color .How can they replace a $product with $.This does not look good
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. Based on the diagnosis that we received, it stated that there was internal failure in the compressor. This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor. This failure occurred from a lack of proper routine maintenance.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. We strive to provide the best customer experience, therefore as a goodwill gesture we offered you $towards the non-covered claim. To accept this offer, please contact us directly at ###-###-#### Monday-Friday 9am to 6pm EST.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 the “disconnect” was the failureThis is something that is not covered per our policyBeing that you are a valued customer, CHW is willing to provide half the cost of the repair to the technician for youIf you would like to accept this offer, please contact us and we will send you a form to sign and you would be responsible for $of the claim
We do regret your frustration with this claim; however we are in 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, we do see that you placed a claim for your AC System. In accordance with the policy section Letter D, Number 4, the Thermal Expansion Valve is not coveredAdditionally, in accordance with section Letter A, Number 3, CHW is not responsible repairs related to unknown or known preexisting conditions 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. In review of your policy, you purchased our Total Plan Coverage for year, in the amount of $on June 8, You provided the proper paperwork, which allowed your policy coverage to start on June 28, which was before the “days waiting period.”A review of the claim shows that it was processed according to the policy You placed a claim on July 4, stating that your AC unit was freezing up Based on the diagnosis that we received, it stated that there were multiple failures on the unit; caused from a lack of proper routine maintenance These failures could not occur in the short lifespan of your policy.Per our policy, Section Letter F, Number 1, CHW is not responsible for any known or unknown pre-existing conditions Please understand that our policy also does not cover failures caused by a lack of proper routine maintenance as it states in Section 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 requested to cancel your policy due to your dissatisfaction As of July 11, CHW has cancelled your policy and has issued your refund in the amount of $400, as our policy states in Section L of Cancellations that are you entitled to a pro-rated refund“…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….”We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Complaint: ***
Please find letters from my attorneys that were sent to the company in attempts to solve an issueThe entire situation is being described in these letters
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 claim it appears that your claim was handled in accordance to the policy section Letter F, Number The blower motor failed as a result of an improper installation or repair of the control boardCHW is not responsible for repairs related to improper installation or repairWe do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

*** ***We do regret your frustration however CHW does not cover flange, we do not cover claims that were done without proper authorization.In reference to the AC claim, CHW does not cover failures that are of a lack of proper routine maintenance as well not being wear and tear We did offer a goodwill gesture to you for this claim however we are not willing to increase the offer more than $400.Please contact us at ###-###-#### and we will provide you with a release agreement to receive the goodwill gesture for the $which is close to half the cost for a non-covered claim.Thank you,CHW

Dear *** ***,After reviewing the claim, we do see that you stated you were going to have a second opinion provided to us Per the diagnosis that we received from the technician, this claim isn’t covered however we are willing to review the claim if the second technician that you have contact us, provides us with a different diagnosis.Once we have a second opinion, we will review the claim and hope for a better resolution. Thank you,CHW

Complaint: ***
I am rejecting this response because:You have offered this before and I have refused itI also refuse it this timeI will not take anything except what the agreement calls forThe repairman told you that the evap coil was bad and the hole was not any where near the spot of what you called rustSo how about this, You quit offering me the same thing over and over and I'll tell every person that asks me about home warranties (and some that don't) how Choice Home Warranty will make up things just to keep fro paying a claimJust keep your GOOD WILL and your REFUND and we will call it an even trade
Regards,
*** ***

CHW provides you with the technicians information so that you can reach out to the technician to schedule an appointment at a mutually agreed upon time as indicated in the policy section Letter CAdditionally, if the technician performs substandard work and there is an issue with the repairs that were done, section Letter F, Number indicates that, “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 damages” At this time, CHW is not able to determine an outcome of the claim as it is necessary to obtain the diagnosis from the technician that is scheduled to come out, as a result, until that time, nothing more can be doneWe ask that you patiently wait for the scheduled technician to come out to make the proper diagnosis and submit it to CHW to have the claim handled 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 pump that was put on originally was an above ground pool pump and there was leak in the connection in the supply line going into the pump.These failures occurred due to an above ground pool pump being installed to an underground pool Per our policy, Section Letter F, Number 11, CHW is not responsible for repairs related to “…improper installation…”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you advised that it was the technician CHW sent out to your home June of 2016.Per our policy, Section Letter F, Number 19, CHW is “…not liable for the negligence of the Service Provider…”Due to your dissatisfaction, you requested to cancel your policy; at your request, your policy has been cancelled as of June 5, 2017.If you would like to further dispute this installation, please contact the technician who installed the pump, *** *** at ###-###-####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 the claims were responded to accordingly in connection with the established policyIn section Letter F, number 12, we are not liable for repair of conditions related to lack of maintenancePer the technician, this is a result of electrical failure to windings of the compressorThis is from the compressor overheating and high pressure which is a result of lack of proper maintenance We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear Gregory Thomas,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 I do see that it had started on 4/19/and that you placed claims on 4/27/15; only days into your policy.The two claims that were placed were:Claim #*** for your Plumbing System Claim #*** for your MicrowaveUnfortenelty, both issues that you had were pre-existing to the policy start date This means that the issues could not have happened within the time frame that you had your policy CHW does expect that all units are in proper working order when the policy begins Please see section ACoverage #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 that your claims were not covered and that you did chose to cancel your policy with us. Best regards,CHW 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 pipe was rusted and or corroded; this is what caused the pipe to leak. 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 placed a onetime free 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 *** ***,
We do regret your frustration however CHW stated that the unit lacked proper maintenance and if you can provide documentation that the unit did have the proper routine maintenance as specified by the manufacture, CHW will review the claim againThis is stated in our policy as a requirement in Section FLimitations of Liability it states
“#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’s inside technicians’ have documented the failure that the unit shorted to the ground and the unit lacked proper routine maintenanceAs stated in the previous response, you can obtain these records from your maintenance technician
Please send the records to ***
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 web site at ***.Upon review of your policy that began with us on 1/16/16, we see that you placed a claim for your heating system on 1/30/ We also see that the claim was not covered due to the fact that the technician stated that the failures that you had “ blower wheel became misaligned and detached from the blower shaft, causing secondary damage to the motor”, could not have happened within the timeframe of which you had your policy It would take a longer period of time for your unit to have these types of failures We do apologize if anyone stated that they believed you to be a “liar’, that was never our intentions We were trying to explain that per the policy, Section ACoverage #states that all units must come into the policy in proper working order Also section FLimitations of Liability #states that CHW does not cover failures that are known or unknown pre-existing to the policy start date.We do regret your frustration however; CHW is in full compliance of our terms and conditions of the policy.Regards,CHW

Complaint: ***
I am rejecting this response because:
Your terms says following but I had none of the conditions listed belowCoil was not rusted as it is made of rust resistance metals - aluminum and copperYour service techwas not able to give me a report where the problem wasCHW should provide replacement coil if it was leakingIn my neighborhood most of the neighbors had some work done on air condition and all of them have good experience with their warranty companyThey had similar issue like mine loosing FreonMy systems are maintained well and we did regular maintenance work on them. I cannot believe CHW came up with excuses like this without any proof.
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 claim it appears that your claim has been handled in accordance with the policyAs indicated in section Letter F, Number repairs related to rust and corrosion are not coveredHowever, there are things that are covered under the terms of the policyThe policy is designed to be sure the customers are aware of the exclusions of the policyThe policy is available online and is also sent to the customers when they initially sign up for the policy to allow the customers an opportunity to thoroughly review the policyThe link is also included above for your convenience We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW