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/useragreement. Upon review of your claim, it shows that the primary issue was that the dual cap and the hard start kit These two parts damaged the fan motor by running harder with the failed cap Per our policy, CHW covers the primary failure of the unit Please refer to your policy, Section FLimitations of Liability #19.In reference to your plumbing system, the leaking pipe in your basement was caused by wear and tear however the wear and tear was rust and corrosion Please refer to your policy, Section FLimitations of Liability #and #which both state that we do not cover failures that are caused by rust or corrosion.CHW has authorized the replacement for the parts for the AC portion of the claim Please contact the technician and they will set up a time to repair the unit and you would then pay them directly for your portion.CHW does provide our customers with days to review the terms of the policy Within the days, you are able to cancel with a full refund however if you do not cancel, it is agreed that you do accept the terms.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear *** ***We regret to hear your frustration and dissatisfaction with CHW Please understand how our claim process works When a claim is placed, it is automatically dispatched to all of the available technicians in the area When a technician has availability, he/she will
pick up the claim work order In review of your claim, there were no available technicians at that very moment to accept your work order We understand a customer’s urgency when it comes to repairs, however, please understand that we are not an emergency service company We understand that there are failures that may need attention right away, therefore we have a reimbursement process that a customer can take advantage of in the meanwhile CHW did offer this reimbursement process to you You declined. Due to your dissatisfaction, you requested to cancel your policy Your policy has been cancelled as of July 10, and we have processed refund for the month of July in the amount of $35.83. 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, we do see that CHW did dispatch a technician to come to your home and they did need to come back to adjust a part however the time that they had available you informed us that you could not make due to a funeral Understandably CHW then reassigned the claim to a different vendor This vendor, (FIXX MY APPLIANCE INC) soonest available time is on Monday which we do see you were not happy with however the other vendor, the first one no longer has that time available since you had declined it.If you chose to use your own technician, you can contact us for a reimbursement form and make sure to follow the instructions on the form because any work completed without authorization will not be reimbursed. We do hope that you are able to keep the appointment that is currently scheduled and as stated if not, please contact us for the reimbursement form.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 your claim as handled in accordance to the policySection D, Letter indicates that leak detection tests are not covered under the terms of the policyIn order to determine issues with the units, there are time leak detection tests are neededThere was a leak at the service line portBased on the diagnosis and the photos received, the unit displayed rust and corrosion which was a result of lack of maintenanceSection Letter F, Number 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 replacement”We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear *** ***
We regret to hear your frustration.Please understand that the failure that occurred to your unit would not have failed within the short lifespan of your policy. The outcome of the claim stands.We strive to provide the best customer experience, therefore as a goodwill gesture, we have added a onetime free service call fee onto your policy. Regards,CHW

Dear Lisa ***,Per our policy, we expect that all units are in proper working order the day that the policy beginsThis is stated in Section A#Due to the timeframe of the policy and the failure that is what makes that issue pre-existing, a unit could not be lbs low on Freon within days Please see Section F#that will state that we do not cover any known or unknown pre-existing conditions.We do see that you have spoken with one of our supervisors who advised you that if you do not agree with the outcome of the claim that you can provide us with a second opinion however you did state that you have had the repair completedWe are not able to provide you with a covered claim since the only diagnosis we have on file is one that states that the failure is pre-existing As a goodwill gesture CHW has offered to provide you with a onetime free service call fee which you did accept.We do regret your frustration and we do hope that you have better outcomes on your other claims that you have with us.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 ***
A review of the claims shows it was handled properlySection Letter F, Number of the policy states,”… If parts are no longer available, We will offer a cash payment in the amount of the average cost between parts and labor of the covered repair…”As a result, the amount that is offered may be different from what the actual price is, which the case was with the claim referenced in this complaintCHW doesn’t want to lose any customers, however, if you request to cancel your policy, you are entitled to a pro rata refund, less the $administrative fee as indicated in section Letter L, Number of the policyYou will be entitled to a refundPlease call the CHW customer service team directly at ###-###-#### for any questions We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Our team is here to assist youThere are no notes on the account to indicate that we have received a call or any correspondence requesting to cancel the policy. Regards, CHW

Dear *** *** * ***,We do regret if any of our customer service reps were rude to you in any manner at all This is not condoned by CHW and we will request that the call be reviewed by our Quality Control department however, we do see that this claim was completed We received a message from the technician on 1/13/and we reached out to the tenant and they did confirm that the unit was fixed within the same week that the claim was placed.Please contact us if you have any questions or concerns at ###-###-####.Thank you,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, we do see that CHW has assisted you with previous claim:Claim # *** for your Oven Stove Cook in the amount of $142.78For the claim that you placed on 5/22/15, we had explained to you that since the condenser was located at the top of the 3rd floor, we were unable to have a technician go to the roof due to the steepness The technician would need some type of crane That is not something that is covered by our policy The technician also stated that there is something wrong with the “disconnect” but again would have to investigate and could not due to without the assistance of a crane The technician did inspect the service panel and found no issues. Per our policy, Section DCoverageAir Conditioning System- Excluded is cranes. We do see that you had already cancelled the policy that you had with us on 6/9/ We are very sorry that you chose to cancel your policy with us Due to this cancellation, CHW is unable to assist you with anything further with this claim.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

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 carpet was wet in the close next to the main bathroom and access is needed to determine where the leak is located. Per our policy, Section Letter F, Number 2, CHW is “…not responsible for providing access to or closing access from any covered item which is concrete-encased or otherwise obstructed or inaccessible.”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied and requested a refund of your service call fee Please understand our policy where it states in Section Letter C, Number 4, “You will pay a trade service call fee (“Service Fee”) per claim or the actual cost, whichever is less…The Service Fee is for each visit…”We strive to provide the best customer experience, therefore, we will offer you a one-time free service call fee for your next claim To accept this offer, please contact us directly at ###-###-####, Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm 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 your account with CHW has been canceled per your requestI apologize if you were threatened by any employees of CHWOur goal is to continue to provide outstanding service to our customers at all timesIt is never acceptable for a customer to be threatenedA review of your claims that have been submitted doesn’t indicate that there were any fraudulent claims made 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: You offer to charge me to cancel the policy that has done nothing but charge me additional money to be told me house cannot be fixed by your company. Now you want to withhold even more money for charges you incurred to tell me that you won't fix my problems. This is simply unacceptable and clearly not representative of what you advertise when you sell your product. Because you have continually refused to perform work on my home, I would like my money back, all of it. It is not fair to your customer to charge them for receiving nothing. You can hide behind all the fine print designed to embezzle from your customer you want, but at the end of the day, your company has provided me with nothing and wants me to pay you for that. I cannot accept that and will take nothing less than a full refund
Regards,
*** ***

*** ***You are welcome to have the technician provide us with an updated diagnosis or provide us with records of maintenance. As of now, the outcome stands from the diagnosis that was provided to us.Please have the tech contact us at *** option then option 1. Our offer for the full refund still stands, if you would like to accept this, please contact us at ***Thank you,CHW

Complaint: ***
I am rejecting this response because:
The response from CHW stating that exclusions include rust and corrosion is, at best, a way around paying claims made for payment During their advertising, they state that no home inspection is required, so they accept a certain amount of risk by accepting appliances "as is" Nonreasonable homeowner is going to know about existing rust/ corrosion on the inside of appliances or outside a/c units Unless the homeowner is a mechanic or technician, the homeowner is under a sense of security when purchasing a home warranty policy This is a well prepared, "canned" response in not paying a claim.Additonally, CHW did not address the issue of me calling and taking to *** (employee ***) and asking specifically about pre-existing conditions and *** replying that after 30-days, the policy becomes all-inclusive They were more than willing to sell me ANOTHER policy with the exact description of pre-existing conditions that they denied on the previous claim
Regards,
*** ***

Complaint: ***
I am rejecting this response because: this has absolutely nothing to do with the reason I am complainingI was LIED to about the parts and there wasn't even a leak nor was it low on freeon anywayI am not disputing the fact that we had a bad regulator and that the labor was not covered under the manufacturer's warrantyWe were lied to about the part being mailed, when it was never mailed at all and only when we called back days later were we told that the technician was given the approval to purchase the part on his ownWhen we called the technician back, he said he was told that the part was being mailed also and he was never contacted about purchasing the part on his ownWe were without AC for days and have a baby! I want a refund as this is the absolute worst customer service experience we've ever encountered
Regards,
*** ***

The paid claims that we have paid are for the following:Claim # *** for your Garbage Disposal in the amount of $20.00Claim # *** for your Water Heater in the amount of $189.25Claim # *** for your Water Heater in the amount of $179.28For claim # *** for your Septic System we advised you that once we receive the proof of repair that we will be happy to reimburse you $for that claimOn 06/15/15, you called and had spoken to one of our managers and he did advise this to you, you stated that you would send in the form. Once that has been received, you will receive a check in that amount.We do regret the frustration with the current claim that you have with your refrigerator. Since you have had your own technician out to your home to give a diagnosis, please have them call us as a second opinion for the authorization team. We will be happy to take the diagnosis and see if there is a different outcome for you.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 *** CHW regrets the loss of a valuable customerIt is never acceptable for CHW for a technician to do a less than outstanding jobThis has been noted in our records and the technician will be dealt with accordinglyHowever, records show that you did have a technician come to diagnose the problemThe technician advised that there was a leak in the tankSection letter D, number of the policy indicates that leaks are not coveredThe outcome was based on the diagnosis received by your technician We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Please just issue me a full refund for the policyI tried working it out with you but everything takes such a long timeI know you stated you had your own personal issues but I have not heard anything from you or your servicing company.I called ACE and they responded to the house and fixed the unit the same day. As you already know I have filed a complaint with the Revdex.com prior to speaking with you.I would just like a refund and end our relationship

[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,
*** ***