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 *** Upon review of your claim we do see that you placed a claim for your dryer and CHW dispatched a technician to your home The technician that went to your home explained to CHW that the vent was fully clogged and smashed; the unit was over heating from thisThe technician advised us that the collapsed and clog could be a fire hazard that he did explain to you This is a lack of maintenance and something that would not be covered per our policy, Section FLimitations of Liability #states that CHW does not cover failures that are a lack of proper routine maintenance.CHW does not have any reason not to believe the technician in reference to the claim, if you do not agree with the technician you are welcome to provide a second opinion to us and we will review over the claim againWe do not reimburse for work that has been already completed, we suggest if you disagree to provide us with a second opinion of the diagnosis. 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 properly in accordance to the policyOn 9/28/16, CHW advised that a leak detection test would be neededThis is not covered in accordance to section Letter D, Number of the policyIt was at that time that it was explained that customers that choose to use their own technician should be sure that photos are required as well as the name plate including the make, model and serial numbers on the unit as well as the location of the leak The invoice that was received by CHW indicated that the evaporator coil was leakingCHW made an attempt to phone the vendor on the invoice and was advised that there wasn’t a leak detection test performed and that the incorrect invoice had been sent which was why there were no pictures includedCHW explained again what was needed with the leak detection test informationUpon receipt of the information it was determined that the coil was leaking due to rust and corrosionSection Letter F, Number of the policy indicates that rust and corrosion aren’t covered 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 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

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 ***
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

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 current policy shows that you previously cancelled another policy Policy#***-***-***shows that it was a year policy which you purchased November 30, The sales representative offered to waive the waiting period from days to days, making you policy effective date, December 15, When purchasing a year policy upfront, to show our appreciation, we give an additional year free On the same day you purchased the policy, you gave us a call back stating that you were going through a divorce and could not “do it” and that your “your lawyer told you no.” You advised us that you needed to cancel your policy Per your request to cancel, our Customer Solutions Department worked diligently in providing you the cancellation with the refund, this was completed on November 30, 2016.On December 1, you gave our sales team a call back, this time speaking with another sales representative This representative sold you a year policy for half of what you purchased the year policy for He did not offer to waive the waiting to days, meaning you would have to wait days before your contract is effective Per our policy, Section B states “Coverage starts days after acceptance of application by Us and receipt of applicable contract fees and continues for days from that date…” Please understand that when purchasing a year policy upfront, to show our appreciation, we give an additional months free Based on your purchase date of December 1, which became effective on January 1, your policy end date is July 1, 2020.On March 24, you called to place a claim for you leaking water heater The system did not allow the claim to process due system reading your sale date as December 1, It was brought to a manager’s attention whom updated the policy purchase date to December 1, If you would like to upgrade your policy, please contact our Customer Solutions Department 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

[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 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 Mr*** ***,Thank you for your response.We regret to hear your frustration As a goodwill gesture, we will offer you a one-time free service call fee for your next claim Please contact our claims department at ###-###-#### to accept this offer. Regards,CHW

Complaint: ***
I am rejecting this response because: It has been daysWe still have not received any moneyWe had storms the night it went out Choice sent *** *** out and they said it could have been lightning that caused it and nothing about the maintenanceHow do Choice know what caused it when they were not hereThey refused to except the professionals wordWhy do they even have them if they don't trust their wordI accept the $cancellation fee but I should receive the remainder of my money which is $This was inspected in May before we purchased the home and it passedThat difference that they are claiming of prorate is them changing the policy from what we signed for
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 our web site at ***We do see that you have spoken with our Customer Advocate Tracy and she is providing you with a full refund of your policy in the amount of $725.00.We do regret your frustration and glad that Tracy could be of assistance to you.Best regards,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,
*** ***

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. We do see that *** has been assigned to your claim and they were supposed to be out to your home on 2/17/between the hours of 8am-12pm.Please kindly contact us at ###-###-#### if the vendor did not show or if you have any other issue As an apology for the time this claim took, we have added a onetime free service call fee onto your policy for the next claim that you might have to place CHW is going to reach out to *** today as well to ensure that they were able to go to the home and order the parts you had mentioned. We do regret your frustration and do hope that your next claim with us is not as difficult.Regards,CHW

Complaint: ***
I am rejecting this response because: I did what I am required to do and called in a professional HVAC company that normally do repairs on my unit for *** *** *** *** ***
Their dispatched tech, who called to check on what their decision was, told me he was asked to send them a picture, he did and they made their determination based on that and he did not tell them all that they included as excuse
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 *** It appears that you would like to cancel your contract and receive a refund in accordance to the terms of the policyYour policy can be canceled in accordance to section Number L, Number 4, If 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 UsPlease 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 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 is pulling the lock rotor and the heat pump needs to be replaced This failure occurred from a lack of proper routine 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 you were not satisfied We strive to provide the best customer experience, therefore, we have resubmitted your claim for review Once we have received an update, we will reach out to you.If you have any further questions or concerns please contact us directly at ###-###-####, Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm ESTRegards,CHW

*** ***
I am rejecting this response because:
As per the business response I called CHW customer service, they keep saying cancel your policywow ....very unprofessional response from the customer service, cant believe I have recorded whole call and will share it in couple of days. Why CHW want me to cancel my policy ? they dont want business ?

Dear *** * ***, We regret to hear your wish to cancel your policy with Choice Home WarrantyPlease understand that per our policy, you are not entitled to a refund. Please refer to our policy, Section Letter L of Cancellations: 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 UsThis 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 writingWe 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 *** We have reviewed your claim and at this time both of your contracts have been canceledWe have carefully reviewed the claim and based on the policy, section Letter B “coverage starts days after acceptance of application by us and receipt of applicable contract fees and continues for days from that date”Additionally, the policy outlines in section Letter A, Number 3, “this contract does not cover any known or unknown pre-existing conditions”Based on the technician’s diagnosis, the magnetron and transformer are parts that require time to become faulty, which resulted in the decision of the condition being pre-existing to the start date of the policy We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW