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/user-agreement/. A review of the claim shows that it was processed according to the policy. Based on the diagnosis and pictures that we received, it stated/showed that the deteriorated condensing unit, there was a lack of proper air flow due to a lack of effective 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 were not satisfied and requested to cancel. We strive to provide the best customer experience, therefore as a goodwill gesture, we offered you free months and a onetime free service call fee for your next claim. You declined this offer and proceeded with your request to cancel. Per your request your policy was cancelled on 11/16/17. Per our policy Section Letter of L of Cancellations you are not entitled to a refund, however, CHW will honor your request and issue you a full refund in the amount of $200.00. 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 Ms*** Our offer to you originally which you did accept was $and this amount was mailed to you. In your complaint to the Attorney General and through the Revdex.com, you had requested $592.00, which we then added the extra amount of $to provide you with a total of $592.00. This amount is more than we would provide for a unit due to the fact that we can purchase a unit for less than this. Per our policy, Section 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 applianceWe do regret that you are upset with this outcome however CHW is in full compliance with our terms and conditions of our policy We do regret that there is nothing more that we would be offering to you at this timeThank you, Choice Home Warranty

The credit went back to the card that has the last four numbers of 3093, the credit was placed on 8/16/16, you should be able to see the refund within 7-business days from the date stated.Thank you,CHW

Complaint: ***
I am rejecting this response because:
I wrote about MY COMPLAINT but they chose to say I was writing about A FRIEND'S COMPLAINT. That is an example of how Choice chooses to evade the issue. My concern was that this is they did not repair my appliance. I referenced that my friend and my daughter have both cancelled due to the fact that Choice denied them repairs - as with my appliance - Choice has told me, the friend and my daughter that the parts needed to make the repairs are not COVERED. Yet, the technician collects the $and goes on without follow-up. Again, Choice sent a technician out, he took a look, then said he would send someone out to make the repairs because he was only making the diagnose. Five days went by so I called to speak with the supervisor who said they would then call the technician. After long waits, I was referred to the technician myself to see what could be done. I spoke with the lady in charge of the company who said her technician said the parts were not covered. There I was back to the initial issue: no repairs, no communication and out of, $- which Choice should refund, or repair the appliance.Thank you for contacting Choice on my behalf. Maybe this will help prevent others from entering into what seems to be a "sham"
Regards,
*** ***

Dear *** ***, We regret to hear your frustrationPlease submit your detailed paid invoice of repair to [email protected] for review. Please include your claim number *** on the subject lineOnce our Authorization’s team review your invoice, we will contact you with the outcomeRegards, CHW

Dear *** ***,As per the diagnosis, the failures that were done to the unit were advised to us as such:The system being low on Freon caused the hard start kit and capacitor to over AMP and burn out The hard start kit and capacitor is a secondary damage to the Freon loss.CHW is not responsible for secondary failures to the unit If you feel as though this diagnosis is not correct, please provide us with a second opinion of your own Please have a technician contact us, provide the information and if the information is different than what we have the claim will be reviewed However, if the information that is provided is the same we will not process the claim any differently.Please have a technician contact us at ###-###-#### and speak with the authorization department Please note that any technician that contacts us must be a licensed technician and have their information ready and available to provide to us Please have the technician reference your claim number for faster service.Thank you,CHW

Hello, A check in the amount of $was mailed out for the ovenA check in the amount of $was mailed for ceiling fansThe claim for your air conditioning service was processed in accordance to the policy in which drain lines are not covered Regards, CHW

Complaint: ***
I am rejecting this response because: I think you are missing the point of major complaint I was able to schedule the date and time of technician appointment Scheduling inefficiency is one of the issues only of your company Anyway, the technician came and said the he cannot repair the COVERED and damaged appliances, and recommend to replace the appliances He said that CHW approved the claim after he processed it then after week, the claim was denied Since then Ive been trying to communicate with your company with regards to this, and I was unable to get hold of you The hold time is to mins The bottom-line is you didn't approve my claim despite the recommendation of the licensed contractor, and you basis is because "upon your discretion." I want this to be processed ASAP, its been over a month now since I filed it Your service claim processing should be as fast as when your making a sale of this product and you've been calling me everyday to sign up.
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 cus***er 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 *** We do see that you have settled this dispute for the amount of $500. CHW has authorized the check and it will be sent to you within business daysWe do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy Regards, CHW

CHW has qualified technicians that are used to provide the diagnosis that is used to make a claim determinationThe compressor was shorted to the ground and the reading levels were offThe compressor caused the capacitator to overheat and swell upit has been deemed that this is not wear and tear Regards, CHW

Dear Mr*** ***,We do see that you are working with one of our Managers to better assist and come to a more favorable resolution for you.We look forward to assisting you and do regret the frustration that you had gone through.Respectfully,CHW

[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 me
Regards,
*** ***

Thank you for your feedback, per the notations in the claim, I do see that you have spoken to *** and this claim is resolved We appreciate your patience and explaining the situation to us and that we were able to come to a mutual agreement. 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 ***
* We have been attempting to reach you via telephone to handle your request to cancel your policyWe are still awaiting a reply from the technician in response to your claim, we will make every effort to continue to contact the technicianPlease 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

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 purchased the policy on 4/13/and that your policy then began on 5/13/CHW provides you with days prior to the start date to ensure that all the units in your home are in proper working order
We see that you did place a claim on the 16th of May and CHW did cover that repair under authorization of $However the second claim that you placed on the 19th of May although it was wear and tear did not come into the policy properly workingThe unit’s failures were too extreme to have happened within the days that the policy was active
Also, per the policy Section CService calls states that if you place a claim, if it is covered or not you must pay the technician for going to the homeWe do see that you have already cancelled your policy with us
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 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 a tech was out to your home on 6/7/and did diagnose the systemWe do see that we are waiting on the remainder of the diagnosis
Please keep in mind our reimbursement process for any emergency that you may have since CHW is not an emergency serviceIf you chose to use your own technician, we will send you out a form to fill outBefore the technician does any repairs to the unit, they must call us to receive authorizationWe will not reimburse for any work done without approval
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/user-agreement/. A review of the claim shows that it was processed according to the policy. This was a covered claimBased on the diagnosis that we received, it stated that the inducer motor locked up and failed. You opted to use your own technician; and we received the paid invoice for the repair. Our SrClaims Specialist advised you about the outcome of the claim, our policy, and informed you that the reimbursement amount would be $225.00. You accepted these funds as of 11/28/17. The check was mailed and cashed on 12/29/17.This claim has been considered settled.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 unit is not worth the repair and the cost exceeds the potential lifespan of the unitHowever, in the interest of customer service, we want to offer funds for assistancePlease 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

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 the claim was handled in accordance with the CHW policyCHW dispatched a technician to diagnose the problem once a claim was placedThe technician indicated that there was no mechanical failure at that timeThe technician explained to the customer how the thermostat worked and it was understoodShortly after, CHW was notified that the unit wasn’t working properlyDuring this call with CHW, it was explained to CHW that although a technician had been there twice, the unit wasn’t working and that the customer would seek their own technicianCHW explained how the reimbursement process works and that the customer would be reimbursed at CHW rated and that prior approval would need to be sought before handling repairs CHW received a diagnosis that the compressor was the main failureThe compressor was breaking down internally, which was causing the unit to shut off from being overworkedThis was a result of lack of proper routine maintenance and wouldn’t be coveredSection Letter F, Number of the policy 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 replacementIn the event a claim is denied, and a customer seeks to have CHW review that denial, CHW has the right to request maintenance records in reviewing its decision” CHW received documents relating to the second opinionOne of the documents received was an estimate for replacing the unit and the other was a letter stating that the failure was wear and tear but nothing moreAs requested an explanation of the non-covered reason was sent via email to the email address on file CHW then received a letter from a company that the valves on the compressor have failed and that this was a result of age and Freon pressuresThe unit was failing to keep up with maintaining temperaturesCHW informed that age is not a failure and that the Freon pressures being off will cause the compressor failure, which is a result of lack of proper routine maintenanceAlthough CHW doesn’t require that maintenance documents are submitted, you are invited to submit the maintenance records to be reviewedYou can submit this information to *** and be sure to include the claim number on the documents We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear *** ***,
We do understand your frustration with all of the claims and although we are not able to cover units that are not covered per our policy and we will agree to provide you with a full refund of the paid policy in the amount of $
If you would like to accept this full refund that you paid for the warranty, please contact us and we will provide you with an agreement to sign in order to receive the refund
Please also advise us if you would like the full refund provided back to the credit card or in a checkWe only ask since we do see that the last payment was in a check
Thank you,
CHW