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 our web site at http://www.choicehomewarranty.com/user_agreement.php Upon review of your claim for your washer, the technician had stated that the unit failed due to debris stuck within the heat pump, he stated it was completely cloggedThis failure takes a while to occur and per our records, this policy has not been in place long enough for the unit to have failed within the lifespan of the policy Your policy began on 10/23/and your claim was placed on 11/3/ As a good will gesture since you disagree with the outcome of the claim, hence our policy; CHW is willing to provide you with a full refund of your policy but we cannot provide you with the service call fee as that was paid to the service provider.We have documented your claim and if you would like a full refund of the policy, please contact us and we will provide you with a form to sign You are a monthly customer and normally there would not be a refund also the day grace period has passed to receive the full refund but we are willing to provide it to you.We do regret the frustration with this claim however; CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW

Complaint: ***
I am rejecting this response because:
Regards,
*** *** You sent a HVAC TEC. To my Home who was under THE INFLUENCE Of ALCOHOLHe arrived Late alsoAnd how could he tell are know when my A/C had stop Being under the Influence of AlcoholMaking such Poor Judgment as thatHe has no right to say when My unit had stop WorkingHe Need to STOP DRINKING While driving. As a Retired Law Enforcement Officer I know when a Person is under the influence. With the STRONG Odor About his Person he had on him. Your Company should be Ashamed for sending out such and unprofessional HVAC TEC. to my home. Are to ANY HOME. If I could have Gotten his Tag Number I would have call him endHe was a DANGER to himself and the Community for being under Influence of ALCOHOL While driving a VehicleI want All my money REFUNED to me and I am Cancelling my Protection Plan with You because I am NOT Protected by Your Company in AnywayIn Are OUT OF MY HOME

Complaint: ***
I am rejecting this response because:
The statement to me that the coils were dirty had a reason. When a reputable Air & Heating company came to fix the problem they told me the coils were very difficult to access to do a good cleaning job. Because the tenants have two young daughters with serious health issues I was put in the position of getting a new air conditioner immediately so they would have the heat and air needed this time of year, it was an urgent situation. I believe Choice made the decision for their own benefit, not the customers
Regards,
*** ***

Dear *** ***Per our policy, Section ACoverage #states that all units must enter the policy in proper working order CHW does not cover any known or unknown pre-exiting conditionsYour unit could not have been in proper working order on 7/30/if you placed three claims for the unit on 8/3/ CHW has provided you with a goodwill gesture for a total of $for the claims If you would like to cancel the policy that you purchased, we would not be able to refund you the $that you spent on the policy however you will be receiving both checks.Thank you,CHW

Dear Ms***,We were able to find the part for the unit and we are in the process of ordering it Once the part has come in, we will have the technician come to replace the TSTAT.Kindly contact Mesha as she has more details and the process, please contact her after 1pm.Thank you,CHW

Complaint: ***
I am rejecting this response because:I had asked several times if there was a chance that it would not be covered before scheduling the technicianI told you repeatedly that I didn't want to dish out another $only to find out that it was not going to be covered while explaining exactly what the problem wasYou kept insisting that the diagnosis had to come from your technician and you didn't know if it was or was not going to be covered and I had to pay the additional money to the technician to hear the exact same diagnosis.If everything is so clear and you know so well what you provide and not provide, why do you make home owners go through the motion instead of saying it upfront WHEN SPECIFIC QUESTIONS ARE ASKED??? WHY DON'T YOU BE HONEST AND SAY THAT IT IS NOT GOING TO BE COVERED BECAUSE IT WAS PRE-EXISTING??? HOW MANY TIMES DID I SAY THAT AND YOU STILL INSISTED THAT I HAD TO PAY EXTRA MONEY FOR THE EXACT DIAGNOSIS THAT I TOLD YOU SEVERAL TIMES??? I could have saved the extra money toward the repairYou lied about it when I signed up also and that was the only reason why I signed up because I was told that you would repair or replace if there was any problem. I will let everyone know what you did so they avoid your companyAs you can see, my problem with you is the fact that I told you in advance and you still made it sound like you would cover it and made me waste extra money that I could have used toward repairIt is a lot of money for nothing
Regards,
*** ***

Dear *** ***Please be advised that “soldering joints” does not occur from wear and tear, therefore the outcome of the claim remains uncovered.Due to your dissatisfaction, we have applied a onetime free service call fee onto your policy. This can be used on your next claim. Regards,CHW

*** ***,We do apologize that this part was taking a long time CHW is willing to offer you the amount that the part would have cost us which was $to go towards this claim.If you would like to accept this offer, please contact us as this offer will be notated in your claim.Thank you,CHW

The response does not address how the conclusion of secondary damage was reached. While I appreciate the break down and their contention that they are paying more than they should through their GoodwillThe claim should never have been deniedI feel this was a repair that should have been covered in total from the startThe AC unit malfunctioned, there is no way to determine how it failed or what failed firstChoice Home Warranty cannot make a determination that the person inspecting the AC unit cannot makeI feel the claim was denied in Bad faith claiming secondary damage

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 policyBased on the diagnosis we received, it stated that door seals are leaking and needed to be replaced Per our policy, Section Letter D, Number 11, it states that we do not cover “…doors…” Please note, that the door seals are a part of the door.Our SrClaims Specialist advised you the outcome of the claim, and because you were not satisfied with it, you were offered a onetime free service call fee for your next claim You accepted this offer.We strive to provide the best customer experience and as a goodwill gesture, we are offering to cover this claim for you Please contact us directly for details regarding this claim at ###-###-####, Monday-Friday 8am-8pm EST Saturday-Sunday 9am-5:30pm EST. Regards,CHW

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 you paid $for a year plan, you also broke the contract with CHW Please see Section LCANCELLATIONThis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturerThis is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty 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. This contract shall be non-cancelable by Us except for:Nonpayment of contract fees;Nonpayment of Service Fee, as stated in Section III;Fraud or misrepresentation of facts material by You to the issuance of this contract;Mutual agreement of Us and YouIf canceled after days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $administrative fee and any service costs incurred by Us All cancellation requests must be submitted in writing. By you breaking the contract with CHW prematurely, you are subject to paying the $administration fee as well as paying back to CHW whatever cost we paid out for you on any claimsWe do apologize but the calculation is correct per our policy We are not a car insurance company and we even state in our policy that we are not to be confused with an insurance companyPlease also see Section ACOVERAGE at the end it will state "... NOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty."We do apologize for any frustration that this claim and policy has caused you We do thank you for your feedback as it is always important for us to listen to feedback to help improve our customer service.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 our web site at http:***Upon review of your claim, we see that the technician found a crack in the face place of the heat exchanger and the heat exchanger needed to be replacedThe unit was not leaking as the damage was not into the combustion chamber The air filter was missing when the technician arrived The crack caused minor air loss and poses no effects on the operation However, this is an issue caused by a lack of proper routine maintenance It was stated that if the system was properly maintained per the manufactures specifications, this would have been found Our policy states in Section FLimitations of Liability #that we are not able to cover failures that are cause by a lack of proper routine maintenance.Please note Section ACoverage states that CHW is not is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.If you have proof of maintenance, please send this information to *** Once you have submitted the records, we will be able to review the claim again.CHW does 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. 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 system was low on Freon The leak was caused by a corroded evaporator coil. 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 offered you $towards the replacement You accepted this offer. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

*** ***,We do apologize for your frustration however we cannot cover an item that is already covered by the manufacture as it is stated in our policy We understand that Trane is not willing to assist you with the unit since you did not transfer it into your own name however that does not change the fact that the unit is under manufactures warranty.As a good faith effort to assist you, we are willing to send you a check in the amount of $to assist with the labor that you would be charged for fixing the unit.If you would like to accept this offer, please contact our customer service department, we have documented your claim to reflect this offer.Thank you,CHW

*** ***,We do regret that you feel this way however CHW is following the terms and conditions of our policy.Regards,CHW

Our sales reps contact our customers because our customers' go onto our website to get a quote, on our website our policy is listed under user agreements and can be seen by anyone, not just customers that are currently with us. Also, after reviewing your policy, I do see that you were emailed a copy of your policy right after you had purchased it. From the date of sale, you have days to ensure that all units in your home are in proper working order. Please note sections F& CHW does not cover failures due to rust or corrosion.You currently placed a claim for your heating system again and we did advise you that since your last claim was not covered, if this is the same issue this too will not be covered. You chose to use your own technician on this current claimPlease see our policy that states that any work done prior to authorization will not be covered.For your convenience, I have emailed you a second policy-please check your SPAM folder incase you do not see it right away or you can visit our website again and look under user agreement. You can also go to the customers account center, place your email and your policy number to view your personal policy, if you had purchased extra coverage for any units in your home.Thank you,CHW

Complaint: ***
I am rejecting this response because: I had the furnace repairman call Choice Warranty as they told me to do they told Choice when talking to the repair person they would pay to have the furnace fixed and then sent me an email saying that they would only pay $of the almost $the repair man said it would cost to fix the furnace they said their repair man could fix it for $and but their repair person would not come for days and no matter how bad you needed them to fix it right away do to a the lady of the house having cancer they would not come any sooner and at that point they told me if I could find someone else to fix it go ahead and have them fix it just have the repair man fix it just have the repair person call choice before fixing it so I did that and they told him to go ahead and fix it than after he went for parts they emailed me and told me that they would only pay $being the told the repair man they would pay for the repairs they should pay the full amount if they were not going to pay the full amount they should have told the repair person that when he called them as he was told to doI bought this warranty so my repairs if needed would be taken care of I would think a warrant company like Choice would have more than one company that could fix a furnace they only offered to have this one company fix my furnace or for me to find someone to do it and just have them all Choice to tell them what it needed and how much it would cost I did this and Choice told the service person to go ahead and fix it they would pay and after he left to get the parts I just happened to lock at my emails and seen that Choice send me an email saying that Choice would only pay $of the almost $that the repair person said it would cost to fix it Choice told the repair person when he called Choice as I was told by Choice to have him do this to go ahead and fix it if they were not going to pay the full amount they should have told the repair person that when he called them

[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*** has completed the jobThanks for the help
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. Upon review of your claim, the technician stated that the chain, sprocket were broken, and the limit switches were also The gear and sprocket caused the limit switch to fail, per our policy Section FLimitations of Liability #states that this is a covered claim however it would be considered secondary damages If one part of the unit failed and made the other fail, that is what we consider secondary damages.CHW offered to provide the gear and sprocket repair at the cost of $and subtract the amount of your service call fee of $to provide the portion of the claim of $and you would be responsible for the remaining cost.According to our notes, we are waiting for you to provide us with the paid invoice showing that you did pay the technician the service call fee that is due and once we receive that invoice, you will be reimbursed for the $which is the cost of our portion of the claim.Please email this invoice to *** or you can mail it to *** *** *** *** *** *** *** *** ** ***Once it is received, your funds will be sent.Thank you,CHW

I am rejecting this response because:
I was told that my records were recieved and reviewed and not sufficient I can resubmit them, but need time to gather the information again I had a second opinion done That was submitted with I asked the contractor repeatedly for a copy of what he submitted to youHe made promises to bring it to me,but never showed up I am entitled to a contractor that has a valid license I was not provided with this information from either Choice or the technician The reciept I got was hand written with no lisense numbers present I did a thorough search on Georgia license websites and could not find the technicians name or his company name listed anywhere I called the office of the Secretary of State and verified that they did not have the technician listed If he is not licensed, then his opinion is not valid Further, the contractor told us something different than he told Choice This is the first time I was given a detailed reason why the unit failed I asked specificially what caused the compressor to fail as there are four reasons and never until now have I been provided with that answer There was NO debris in the unit when the technicial took his pictures NONE Your technician before introducing himself told my husband that we would not get this claim paid because "Choice never pays for big items at the end of the summer....NEVER" He told all kinds of stories of the things that were done He did not know what he was doing and diagnosed the unit wrong twice before he found the right thing My AC unit it the ONLY one that is still original in my neighborhood The other houses that were all built the same year and contain the exact same units all had to be replaced yo years ago Mine lasted so long because I took such care with it My technician called and asked to speak to someone about the unit and you would not speak to him I did have him come out and look at the unit both before and after your technician came Honestly, the way this was handled was wrong When I first called I was told it was the capaciter that was bad, then I was told it was struck by lightening and then finally came the real deal, the compressor I asked what the reason was given for the compressor to fail and was told because it was dirty I said that is not a proper reason I need the reason The tech that was here told us how clean the unit was and he really thought it looked great, etc He took photos and showed the photos to us and they looked fine I was not furnished with those or any other documentation If an reputable technician came to my home to make a repair that I called about, I would not let him in my home with no documentation We trusted that he was licensed at the very least, but now I have no idea if that is true I asked both your office and him to provide the copy of what he submitted to you and his state license number Proper business procedures call for those to be produced If you meet the requirement of telling me what is wrong with that letter you gave me, then I think that is a disservice to every client you have You have me a letter with some numbers in it that referred back to items in the contract about mainitaining the unit and never once offered me further explanation until today I have used two other home warranty companies in the past on other houses I never once recieved the poor level of service I have gotten with Choice, and I point out that they did not pay every claim either From taking years of payments up front that was not authorized to this, shows me you do not have my interest at heart
Regards,