Bass Services, Inc.

Dear *** ***We understand your frustration however all of the diagnosis were the same, they all ended with the outcome of rust and corrosion On 1/27/17, CHW offered to provide you with $which you declined however you did contact us on 1/24/and stated that you would like to accept the offerWe advised once we receive the invoice we would provide you with the funds As promised, on 2/7/we received the invoice and we provided you with the authorization and the check will be sent to you days from that date.We do regret your frustration however we cannot provide more funds than what we have for this claim since it is not covered per our terms of the policy.We have added a onetime free service call fee to the policy for the next claim that you might haveYour policy now reflects free service call fees.We do hope that your next experience with us is much better.All our best,CHW

*** ***.We do regret your frustration and the number that you are contacting is incorrect Please visit our website or contact us at ###-###-####, not ***.CHW has already provided you with the goodwill gesture of $which has already been mailed to you We are not able to provide you with more funds towards this claim.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 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 compressor rotors were locked up and there was failure on the internal windings due to the unit overheating These failures occur as a result of a lack of proper routine maintenance.Per our policy, Section Letter F, Number 8, states CHW is not responsible “…for repairs due to failure to clean or maintain as specified by the equipment manufacturer…”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not in agreeance. If you would like to further dispute this claim, you may get a second opinion at your expense Please submit your detailed invoice with the diagnosis to [email protected] 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. 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 Your system being low on Freon indicates that there is a leak somewhere in the system When the leak is not visible, a technician must perform a leak test A leak test would determine the location and cause of the leak, and in addition, the technician would take pictures of the location of the leak, the indoor and outdoor coils, and the model and serial number of the unit Per our policy, Section Letter D, Number 4, we do not cover leak test.The results of the leak test stated that there was a stress crack on the copper at the liquid line, this portion of the claim was covered However the crack led to the system leaking Freon making it a secondary failure Per our policy, Section Letter F., Number 19, CHW is not liable for “…secondary damages…”Our SrClaims Specialist advised you about the outcome of the claim and our policy, which you requested to cancel due to your dissatisfaction At your request, CHW cancelled your policy as of July 18, 2017.Please see Section Letter L of Cancellations as you are not entitled to a refund. This 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.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,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,
*** ***

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 is a partially covered claim. Based on the diagnosis that we received, it stated that spark module failed and needed to be replaced, this was covered. In order to do this, the technician would have to obtain access.Per our policy, “We are not responsible for providing access to or closing access from any covered item which is concrete- encased or otherwise obstructed or inaccessible.”CHW also offered another option to provide funds in the amount of $towards a new unit. 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 can increase the funds to $towards a new unit. 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 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 were able to work with CHW successfully to reach a mutual agreement and accept a goodwill gesture for assistance on the non-covered claimPlease call the CHW customer service team directly at *** should you have any questions We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear Mr*** ***,
CHW had explained to you that you cannot provide routine maintenance to your own unit as you stated you had, you then stated you did not do them, a friend did maintenance but they could get into trouble if their company knew and that is why you did not have proper routine maintenance records
Per our policy we do require all units to be maintained by the manufactures specification which does state a licensed tech should go to your home once a year to clean the unit and check all the levelsThis failure was not a wear and tear; this failure was caused by not having the unit maintained properlyWe did request documents however we understand you stating that you cannot provide them since you did not keep the recordsA licensed technician would have done so for the customer
As a goodwill gesture, we are willing to offer you what you had requested, a full refundPlease contact our customer service to receive the proper paperwork for us to cancel the policy with the full refund and not pro-rateCHW

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 it was processed according to the policyThe claim was placed and CHW received a diagnosis from the technician indicating that the board shorted out and caught fire and was not repairableSection Letter F, Number of the policy indicates that fire damage and fires are an exclusion of the policyYou have indicated that you hadn’t heard from the Consumer AdvocateIt is requested that customers allow days for the claim to be reviewed if it is disputedAt this time, the claim remains non-covered 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: its not my fault the 1st company messed upCHW should do a better job at screening companies for serviceHad the 1st company done the job right the 2nd company wouldnt of been needed.
Regards,
*** ***

Dear Cortney Avel,We regret to hear your frustration and apologize for any inconveniences this may have caused you For your convenience, please note that you are able to place a claim online at www.choicehomewarranty.com.As goodwill gesture, we have applied a onetime free service call fee
onto your policy that can be used on your next claim.Regards,CHW

We are very sorry that our policy confused you and you did not realize that you did not have a built in microwave but a counter top unit For your inconvenience, CHW would like to offer you a good will gesture of a one time free service call fee since you had to pay a technician to come out and diagnose something that we do not cover.If you accept, we will place this upon your policy for you if you should have another claim.Thank you,CHW

*** *** We do regret your frustration however CHW is in full compliance with our policy guidelinesCHW

Dear *** ***We regret to hear your frustration. We have reached out to our Customer Solutions Specialist, and you will be contacted regarding your request. Once again, if you would like to cancel your policy please contact us directly at ***##-###-#### to speak with a Customer Solutions Specialist. 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://www.choicehomewarranty.com/user_agreement.php Upon review of your claim for your AC claim, I do see that your policy started on 6/12/and you placed your claim on 6/14/15; days after the policy started Although you are not a technician as you had stated in your complaint, we do require all units come into the policy in good working order You have days before the policy starts to ensure that all the units are in good working condition CHW does not cover any unit that has a known or unknown pre-existing condition Please see our policy below: FLIMITATIONS OF LIABILITYThe 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.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 regret the frustration that this has caused you, we did however approve for the technician to add the pounds of Freon into the unit and although it is not a covered claim, CHW did have to pay the technician $for this claim We are unable to provide you with a new evaporator coil as stated this would not be a covered claim as per our policy.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

Complaint: ***
I am rejecting this response because:I did not see the emails come through and I am so upset with the way they handled this thank you
Regards,
*** ***

*** ***,Please contact CHW to cancel the policy, there is no fee for cancellations for a monthly customer however, we do need to have you contact us with a call or an email for documentation purpose, please either email *** and request to cancel the policy, or callus and we will cancel the policy The notes are in the claim for the claim to be cancelled. Thank you,CHW

Complaint: ***
I am rejecting this response because:The total plan states that it covers Water Heaters...most homes water heaters have tanks! What the Heck? Furthermore, this policy was not sent to me when I called at got this plan with ChoiceChoice total plan should not state that it covers Water Heaters because you are staying you don't cover tanks? Crazy....It is a complete lie that I declined the $250.00! I have yet to receive it and I told the representative for your company that I was too angry that you guys were Not holding up your end of the agreement and were coming up with any loophole to Not have to payYou could not have thought I cancelled as you Just on 1/8/took you monthly fee out my account! Have you sent the $250.00? No, lies again! Totally disappointed in your Company!!!
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, we do see that CHW has covered the cost for the oven to be fixed however the burners needed to be cleaned before the repair was completed and we do see that the technician stated it was completed on 3/14/ We did ask him to send an invoice to show that the work was completed If you have any questions or concerns please contact us and we will be more than happy to assist.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 www.choicehomewarranty.com/useragreement There was a claim placed on 6/15/for the air conditioning unit which wasn’t coolingThe claim was not covered per the policy section letter F, Number in which misuse and abuse had caused damage to the evaporator coil beyond repairThe evaporator coil had been physically damagedAs a result, the claim was not coveredAnother claim was placed for the same air conditioning unit on 9/5/16, CHW requested a document indicating that proof of repair had been done in an effort to assist with the coverageAs a courtesy, CHW called the previous repair company in an effort to receive the proof of repair as you indicated that you weren’t comfortable callingThere was no proof of repairThe diagnosis of the unit for the visit on 9/5/was that the evaporator coil was clogged, there was a restriction in the coil and there was rust on the unitAs a courtesy, CHW provided you with a free service call, however, CHW can’t cover something that was previously not covered without the required proof that it had been repaired and this is a new instancePlease call customer service directly at ###-###-#### if you have any questions We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW