Bass Services, Inc.

Dear *** *** Thank you for your feedback and we apologize for your frustration 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
seriouslyChoice 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 for your water heater, we do see that the unit needed to be replacedPer our policy, Section DCoverage #states that we do not replace the tanks; however we did advise you that as a goodwill gesture we would provide you with a new unitWe have requested that you contact us to advise us if you were willing to accept the goodwill offer that we were providing
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy
Regards,
CHW

Dear *** ***, We regret to hear your frustrationAlthough our policy states in Section A, Number that all units must be in proper working order on the effective date, in which we found pre-existing conditions on your unit and based on Section L of Cancellations, you are not entitled to a full refund, we are willing to offer you the full refundYour policy was $425, in which out of 3, you paid installments of $141.67, equaling $283.34. We will honor the full refund of $In order for CHW to process these funds, you will need to sign paperwork. Please contact us directly at ###-###-#### Monday-Friday 9am to 6pm EST in order for us to start this processRegards, CHW

Revdex.com:
I have already paid my final payment on my CHW contract therefore I do not intend to cancel my policy prematurelyI do anticipate my reimbursement check to be cut on August 16th (days after July 17th) as indicated and to receive it in a timely manner after thatTherefore, I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is entirely what I expected them to say

*** ***CHW offered to review the invoice that you had since it was not a covered claim. We do regret that we are not able to provide you with a full refund of the amount that you paid for the oven however CHW does not cover failures that are of completed without authorization. We do regret your frustration whoever. I per our policy Section C#states that we do not reimburse for work done without autho.Thank you,CHW

Complaint: ***
I am rejecting this response because: They FABRICATED a phone call record from my wife (who was never involved or ever called) stating she called and cancelled the policy. Their response is a cookie cutter response based on their fine print of their policy that is no doubt is there to give them multiple angles to work themselves out of ownership and liability. But the cancellation is based on a FABRICATED LIEThat is my complaint not the policy itself. The policy has all the wiggle room and verbiage for them to not pay at their will. Under any circumstance there is a way out for CHW depending how they choose to classify it or how literal they will take the policy. Example all it takes is a part # change and that releases them of any liability because the part is not available so here is your money for that part you cant get. Its odd that the day after I had verbally accepted their good faith offer my wife calls to cancel but there is no record of my acceptance - very convenient especially when all the other conversations are well documented. There is no proof my wife called other than what they say - again how convenient. I checked my wife's phone records and there is no listing of CHWs number listed weeks prior or 3 after the stated date of the supposed phone call. This is an example of a large company fabricating lies and having all the power to release liability to a home owner who they know has no evidence
Regards,
Darin ***

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 *** It appears that you and CHW have reached a mutual agreement in which CHW is awaiting your signed documentIf you have any questions, please call the customer service team directly at 1-888-531- 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:
I'm not sure what u want me to give you, we have our monthly reminders set to change our filters monthly, we clean out the water drain as well, clean our vents, so again from what both companies have told us is that we've done our part and that the unit is years old and it's gonna have buildupI'm asking for my money period to just be done with you not just for the ac because again I'm no the first customers nor the last one, also one of the companies you used to deal with has also stated they stopped being one of yours vendor's for this very reason! You deny AC related claims point blank!
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
This business proves to be more dishonest each dayThe claim for the garbage dissposal was under a another policy year that was paid in full for another houseFor no reason whatsoever should they even mention it let along take funds away!! the disregard of this company to send a tech to fix the problem cause my home more harm and they should be liable to pay for the extra damage they cause for all the time they took and never sent anybody, also they acted in the most dishonest way when I got a tech myself they would not speak to him to authorize the job and kept me on hold for THREE HOURS!!!
Regards,
*** *** ***

Dear *** ***We regret to hear your frustration, however, you were given days to review your policy and if there were any discrepancies you were able to cancel without the charge of the administration fee.Please note, as of August 18, your policy has been cancelled and your prorated refund was credited back on to your credit card.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 *** Please accept the apologies of CHW in the delayLee Industries, Inc has been assigned to the claimYou have been provided the contact information to schedule a mutually agreed upon time for an appointment for the technician to diagnose the problemPlease also remember that CHW does offer the reimbursement option in which you can seek prior approval for the claim by having the technician call and you will be reimbursed at CHW ratesIf you would like more information, please call the CHW customer service team at ###-###-#### 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 COMPANY HOME CHOICE WARRANTY WAS NOT AGREED TO REPAIR MY ACI TOLD THEN THAT I WAS GOING TO PUT A COMPLAINT WITH THE Revdex.com AND THEY SENT ME AN AGREEMENT OF RELEASE OF RESPONSIBILITY WITH WHICH I WAS NOT AGREED, THE AGREEMENT SAID THAT IF I DID NOT MADE ANY COMPLAINT TO THE Revdex.com THEN THEY WOULD REPAIR MY AIR CONDITIONER
Regards,
*** *** ***

***, Per your conversation with ***, this complaint should be closed since they figured out the proper refund per our policy, Section L A full refund is not something that we can offer as it states in the policy as well. Thank you so much,Tracy

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 reviewing your account it appears that you have already canceledUnder the terms of the policy, section Letter F, Number we don’t cover repairs related to rust and corrosionA diagnosis we received indicated the Evaporator Coil was leaking Freon and there was rust and corrosion We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear *** * ***In a recent review of your policy, you requested to cancel your policy due to your dissatisfaction. As of 9/14/17, CHW has cancelled your policy and will process your pro-rated refunded in the amount of $252.68.If you have any further questions please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm EST.Regards,CHW

Complaint: ***
I am rejecting this response because:
We still have not heard anything from this businessI have attempted to contact *** M on a daily basisIt's as if she's refusing to contact mePlease tell me what I should doThey promised to take care of all of our home needs under wear and tear conditionsOur air conditioner is broken under wear and tear conditions and they are not covering itAnd now they're avoiding me. The company promised to protect against wear and tearThere is nothing to suggest that the unit was mistreated or abnormally usedTherefore using it to cool the home is wear and tearThey need to honor the claim$1,for the evaporator and $for the capacitor Total $1,750.
Regards,
*** ***

Dear *** * ***It was a please speaking with you today As per our conversation, after re-reviewing your claim, CHW has overturned the outcome of this claim and will be covering it to the cap of $ Please note that you would be responsible for any fees that is outside of the $1500.00If you have any questions or concerns, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM 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 claim, we do see that the unit was stated to not have been properly maintained per our inside technicians from the report that was provided by the technician that was out to the siteWe also see that we did offer you a goodwill gesture for this unit in the amount of $to assist you with this claimHowever, being that your account is past due in the amount of $we would not be able to process thisIf you would like a full refund of the paid policy, we will be willing to offer this to youYou have paid a total of $for this policyIf you would like to accept the full refund of the paid policy, please contact us and we will provide you with a release agreement for you to sign and then a refund of the amount
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:
How do you want me to get you maintenance recordsyou Tech visited me on September and he did not mention anything about any issue. At the end of the day you can use any workaround to reject claims, what I know, my peers with same problem and other insurance companies were covered. This problem will not be discovered by routine maintenanceThis maintenance is to check leak and obvious stuff, not discharge lifetime. I requested official copy of your rejection so I can move forward with my legal actions, Please send to me ASAPI requested them days ago.
Regards,
*** *** ***

Records reflect that you are working with a manager at CHW and a second opinion will be obtained and he will follow up with youThere is nothing more that can be done until that occursPlease feel free to call the CHW customer service team directly at ###-###-#### with any questions. Regards,CHW