Bass Services, Inc.

Dear *** *** Our records indicate that this was an approved claim as of 1/4/2018. The funds were already authorized to the technician for the repair. Please contact the technician, *** *** *** *** (*** *** immediately to schedule an appointment. If you are unable to get in contact with the technician, please contact us directly at *** Monday-Friday 8am EST to 8pm EST or Saturday-Sunday 9am-5:30pm 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 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 compliant, we have reviewed the claim itself and do see that CHW has authorized a check to you in the amount of $We do believe that this has been resolved
We do appreciate your feedback in reference to the technician’s comments and we will address this with their Territory ManagerWe do apologize that a technician that works with CHW would state something such as that to you
We do regret any frustration that you dealt with and do hope that all claims going forward go smoother for you
Regards,
CHW

Dear *** ***,We regret to hear your frustration We did reach out to our Authorizations Department Director to re-review this claim He reached out to the technician and was advised that the shingles were improperly installed and needed to be adjusted properly.Per our policy, Section Letter F, Number 11, CHW is not responsible for “…improper installations…”We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear Mr*** ***It is abundantly clear that you do not agree with CHW’s terms and conditions of our policy, despite that we have paid out on several claims for you; we are offering to provide you with a full refund of your policy.If you agree to this, you would have to contact our customer service department and we would then send you a release agreement CHW is going above the terms of the policy to resolve this issue and as stated it is clear that you disagree with the terms of the policy.Please contact us and we will provide you with a form to send back to us to resolve any issues you might have with our company.Thank you,CHW

Dear *** ***,We understand your frustration and we do regret that you did not see that our policy does not cover ice makers or rust and corrosion.We can see that your policy will expire on 1/27/and although CHW has paid technicians for going to your home in the amount of $149.95, we are offering to provide you with a refund of the amount that you paid for this policy as a goodwill gesture If you are interested in receiving a full refund of $401.25, please contact our office at ###-###-####, please ask for our cancellation team and they will provide you with a release form to sign and send back to us Once received back, we will then credit your credit card that we have on fileIf for do not want it back onto the credit card, please advise us at that time to specifically send you a check that will take business days.Thank you,CHW

*** ***The name on the account is *** *** and that is whom the check would go to This is an escrow account therefore we are not able to put it back onto a credit card but it would go to the person's name that the policy is under As per the claim, CHW requires all units to be in proper working order at the time of the start date The service provider can tell by the diagnosis that the unit was failing prior to the start date of the policy This is considered to be a known or unknown pre-existing issue The new homeowners are not at fault and we are not stating that CHW is stating that the unit may have passed inspection but the unit itself had issues that an inspector would not check, only routine maintenance would have been able to see these things.The parts of the policy that I have referenced are Section A#Section F#and Section F#12.Again, if you would like to cancel the policy, you are permitted to do so, CHW would not want to force anyone to have a policy with us if they didn't want one The name on the policy is whom the check would go to I have documented the policy for you if you so choose to cancel and it would be in reference to the policy Section LCancellations. 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 your unit had two compressors and that the compressor for freezer failed. Per our policy, Section Letter D, Number 3, CHW does not cover “…Freezers which are not an integral part of the refrigerator…”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not in agreeance with. We strive to provide the best customer experience, therefore we offered to cover half of the cost of compressor You accepted this offer. If you would like to move forward with this claim, please contact the technician at *** *** ***, ###-###-#### to schedule an appointment for repair.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 policies, we show that CHW has assisted you in all of the claims that you have placed for this address however the claim that you placed for the AC would not be a covered claimIt was diagnosed and advised to us that the unit failed due to the evaporator coil rusting out and leaking the Freon outPer the policy, Section Letter FNumber 1, states that CHW does not cover failures due to rustHowever, we do see that one of our Managers is trying to assist you with this claim
We do hope that you chose not to cancel with us however, if you chose to, please refer to Section Letter LCancellations
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy
Regards,
CHW

Complaint: ***
I am rejecting this response because:
The assertion that there is a leak in the tank is untrue and I have discussed this with them at length and sent documentation to that effect, and the water heater company has also discussed it with them and has recordings of these conversations. Attached is the diagnosis that the regulator no longer functions which in turn causes the overflow discharge pipe (a safety feature) to be triggered. See attached documentation from water heater company and from AO Smith. Also when Choice Home Warranty gave the option to have the issue evaluated by a company of my choosing because they were unable to locate one, they did not state that this would disqualify me from having it repaired by one of their techniciansThey claimed that the problem could be corrected without replacement but refused to find someone capable of doing so under their coverage. The attached e-mail states that I have the option to have it looked at myself, but in no way states that I am waiving my right to have it repairedChoice Home has offered me less than half of what it cost to replace the water heater and I have yet to receive that and made it clear to them that I do not consider this resolved. I do not feel comfortable signing away my rights in order to get refunded prior to receiving (at least) the amount offered as I still believe that the entire claim should have been paid and a full refund is due
Regards,
*** ***-***

[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 meI tried to get them to send me the so I could fix it myself but they refused they said I would need to have the work completed them send them the invoice but I do not have the money to do thatI will accept the check made payable to myself so I can fix the problems the contractor has caused me
Regards *** ***

I am rejecting this response because: They are not being truthfulThe HVAC service was requested on 5/26/months after the Warranty was startedThe system has been maintained every year since I bought the building years ago. I also know this is a waste of time and will never do business with this company againI will be sending in the request for a full refund which by the way forces you to sign a "non-Disparagement" clause

Complaint: ***
I am rejecting this response because:
THERE WAS NO RUST AND you know itI have an e-mail from the first tech stating that and pictures from my guy backing that up so IT IS A COVERED CLAIM.We can go back and forth and if necessary go to small claims court.Your so called "goodwill" offer hardly seems fair considering it should be totally covered
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 processed in accordance with the policyBased on the technician that was received the claim was not covered due to rust and corrosionIn accordance to the policy section Letter F, Number rust and corrosion are not covered 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 dishwasher claim, we do see that the parts were no longer available and that we did offer you per our policy Section FLimitations of Liability #the cost of parts and labor in the amount of $that you did accept. As a goodwill gesture we would like to increase this offer by $to make the overall buyout $300.00. In reference to your washer, the funds that were offered to you were for the parts that we would cover. The initial failure was a seal, this allowed the water to leak and damage the rest of the inside bearings and basketThe offer that was provided to you that you accepted was in the amount of $since that is the amount we would pay for that partSince this claim was not covered completely, we would not be able to provide you with the remainder of the cost per our policy Section FLimitations of Liability #19. We urge all customers’ to review the policy within the day grace period that is provided before the policy begins. You have this time to ensure that all units are in proper working order as well as to cancel for a full refund within this time periodBest 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 policy, we do see that you have chosen to cancel with our companyWe do see that you had placed a few claims with us that we did cover:
On 9/4/15, CHW covered the claim for the second freezer in the amount of $
On 6/16/16, CHW covered the claim for the Oven Stove Cook in the amount of $
However, you did place a claim for the plumbing system was not a covered claim due to the fact that the diagnosis that was provided to us stated that the shower valves needed new cartridges and that is something that CHW does not coverWe do see that since you had the work completed, without authorization that this would not be a covered claim as it states in Section CService Calls #but CHW did state that we would provide you with a goodwill gesture in the amount of $100.00, which you accepted but then you cancelled the policy with us
Once a policy is cancelled a check does not go out, if it was a covered claim and you chose to cancel the policy, it would be a covered claim but since this was a goodwill gesture; it wouldn’t
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 www.choicehomewarranty.com/useragreement. Upon review of your claim, we do see that the claim was not covered per our policy Section FLimitations of Liability #which states that we do not cover failures that are caused by rust or corrosion This failure can be something that happens within a “normal” manner however it is a clear exclusion for our policy to cover.The unit that you have did fail due to the rust and as MsM*** explained to you, this is not covered per the policy Please see section listed below:“The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.”As a good faith offer, a one-time free service call fee was offered to you along with one free month however since you have declined this offer, we are willing to offer you a refund for this policy in which you have paid a total of $ If you would like to accept this offer, kindly contact us at ###-###-#### and we will send you a release agreement in order to process the refund back to you.We do regret your frustration however, CHW is in full compliance with the terms and conditions of our policy.Regards,Choice Home Warranty

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 *** As outlined in our policy, section Letter F, Number 12, CHW doesn’t cover repairs related to lack of maintenanceThe diagnosis we received by the technician indicates that the Condenser Coil was dirty and the unit was running off on high head pressuresThis resulted in short cycling the contactor and the thermostat and causing them to fail 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:
CHW writes: "Had the unit been properly cleaned, maintained or maintained this would not have happened" This a claim is by someone who has never seen the appliance and not by the technician who came to repair who will certify that the unit is kept as clean as it can be(still sitting in my Garage and can be seen)If CHW does not want to reimburse for the replacement refrigerator I have purchased from Sears, CHW must perform the repairOtherwise I will call a licensed repair company to perform the repair and send the invoice to CHW for reimbursementRegards,
** ***

Complaint: ***
I am rejecting this response because:I have documentation where I have has ac secured for passed for years since I bought house and ac came with it so I have documentation proving I have maintained proper maintenance on my ac unit every since I have owned it
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 This was a covered claim Based on the diagnosis that we received, it stated that your stove was leaking gas from the burners and per the gas company, the unit is no longer safe.Our policy states in Section Letter F, Number 16, that “We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (which at times may be less than retail) to repair or replace any covered system, component or appliance.”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied, however you accepted the funds of $towards a new unit.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW