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 *** CHW provides customers with a day grace period to review the terms and conditions of the policy, we also provide this time to ensure that all your units in the home are in proper working order. Please note that an inspection report does not constitute as maintenance since it shows only if a unit turns on and off, it will not provide the levels of the Freon or the AMP readingsPer our policy we do expect all customers to be responsible for the maintenance of their units; CHW does not take responsibility for the customer’s routine maintenance. This is stated in Section FLimitations of Liability #We have reviewed your policy and do see that CHW has assisted with previous claims but this claim is unfortunately not a covered claim due to a lack of proper routine maintenanceWe do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policyRegards, CHW

Dear *** ***,CHW is currently re-reviewing this claim based on the information that you provided Once we receive an update, we will contact you with the outcome.Regards,CHW

Dear *** * *** ***We do apologize if anyone again was rude to you in our company, we do not condone that type of behavior In reference to your claim, you can use your own technician but you must make sure that they contact us before any repairs are completed If they charge you an emergency fee, that will not be covered under our policy If the technician does not contact us before any repair is completed, we will not authorize any work as stated in section CService Calls #2.If you would like to use your own technician, please contact us for a reimbursement form.We are also offering you a full refund on your policy since this has been such a trying experience for you, we would wave any fee’s that you are to pay for the cancellations as stated in Section LCancellations and provide you with a credit of $back to the credit card that you had purchased the policy under.Kindly contact us to advise of what option you would like to use. We do regret your frustration with this claim however CHW is in full compliance with our terms and conditions of our policy.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./useragreement. Upon review of your claims that you placed with CHW, we do see that you have had covered claims with CHW CHW has paid for this policy a total amount of $for this policy If you chose to cancel this coverage, you would be charged for the months that you used for the service, minus an administrative fee and minus claims paid for the policyThe remaining months, you would be provided back however you do not receive the extra free months that CHW provided to you as a goodwill gesture upon signing up with us You would be provided a refund totaling $ In regards to contacting our Customer Advocate, we do apologize if you have sent her an email we do provide business days for a response. 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:
It was never determined it was rust because the initial technician did not even open the unit to make that assumptionI had to wait over a week (in Texas heat) and still never heard anything about the rustYour response is not valid or the premise that you had contacted me is not correct
Regards,
*** ***

Dear *** ***,We do understand that you have had CHW for years and have paid for the policies that you had with us After reviewing the policies it shows that CHW has assisted with the repairs in your home for one policy in the amount of $and the second policy in the amount of $also, out of this amount, goodwill gestures were provided.In reference to your Air Conditioning system claim, it is not that CHW does not value you as a customer; we did when you were with us however CHW has to abide by the terms of the policy just as you do You had work completed without authorization which is against our policy Section CService Calls#2.The work that you had done to the unit, you chose to have completed without prior approval and now your policy is cancelled with our company and we are not able to provide you with a goodwill gesture.We do apologize for your frustration and we do thank you for your feedback as this will help us with our future customer and customer services.All our best,CHW

Dear Ms*** *** 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 the claim was processed in accordance with the policyThe diagnosis that was provided states that the water heater was leaking from the main tank, and the recommendation was to replace the tank Section Letter D, Number of the policy states that the “…Main, Holding or storage tanks” are not covered. You insinuated that you thought you were purchasing a home warranty, however Section Letter C, Number of our policy states that this “…is not a contract of warranty…”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 the condenser coil was leaking due to rust and corrosion The pictures we received also confirmed the rust and corrosion on the 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 requested to cancel due to your dissatisfaction. Per your request, your policy has been cancelled as of May 30, and your refund has been processed Please note that no further action can been taken on this claim as this policy has been cancelled We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

*** ***,We have emailed you a conformation of the policy showing that it was cancelled We have also provided you back one month of payment that you paid for the policy We are not able to provide you with a full refund of the policy due to the fact that CHW has assisted you with $in claims.We do regret your frustration however because the policy is cancelled and we have provided the payment back to you, there would not be anything more that we can do for you at this time.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 our web site at ***We do not see that you had tried to contact our company to cancel the policyWhen contacting our company, we do not ask for your policy number but we do ask for the street address You could have gone online and emailed us to cancel or follow the policy and contact us in writingYou signed up with us and you had days to cancelWe have followed the policy and provided you with a good will gesture and did not charge you for the administrative fee of $and provided you back one month.There would not be anything further that we could do for you at this time. 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 ***. CHW does not tolerate nor do we condone anyone in our company being rude to our customers Since you stated that Luis was rude to you, we pulled the call that you had with him and we did listen to the conversation We did not hear our Manager being rude to you but stating that you are not entitled to a full refund, which you are notPer the policy, Section LCancellations is what you are entitled to He stated exactly why the claim was a non-covered, advised you what the pro-rated refund would be, he even offered a goodwill gesture of $to go towards the non-covered claim and you screamed profanities at him and you ended the call by calling him a liar If anyone in our company was rude to you, we would have taken action against this person; however this Manager was not short with you and did maintain himself in a professional manner.Our policy states in Section DCoverage #that galvanized piping is excluded Our policy has included and excluded portions and we provide our customers days after purchase date to review the terms and conditions to ensure that you agree with them, if not at that time you are permitted a full refund Within the days you are to ensure that all units are in proper working order since we do not cover pre-existing issues.We do regret your frustration with this claim and the other claims that you had that were not covered We strongly urge all customers to re-view the policy and contact us with any questions or concerns If you would like to still cancel this policy with us, please contact us and we will provide you with a pro-rated refund, As stated above you are not entitled to a full refund of the policy You have used months of the policy already and the remainder of the moths refund for you would be $ We again ask you to review the policy and Section L. 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 our web site at ***.Upon review of your claim for your heating system, it was found that the unit stopped working due to a lack of proper routine maintenance The technician advised us that the coils were dirty, clogged and unit was on a pad that was full of dirt and debris on the bottom The compressor stopped due to an overload Per our policy, Section FLimitations of Liability #states that CHW is not responsible for repairs related to a lack of proper routine maintenance specified by the manufacture.We do see that you had spoken to the head of customer service and they did offer to provide you with a full refund of the policy, since you disagreed with the outcome and hence the policy.We do regret your frustration however; CHW is in full compliance with the terms and conditions of the policy.Sincerely,CHW

Complaint: ***
I am rejecting this response because: I have never received an email from you or your company, please resend the cancellation email to [email protected] is the email listed on the accountAfter this is received, I will gladly accept your response through this site.
Regards,
*** ***

Hello. I have received my $check from Choice Home Warranty and would like to cancel this complaint. Thank you

Dear *** ***Our records show that there were claims that were paid out by our company within the timeframe that you are stating and we do show that our refund is correct however as a good faith offer to settle this complaint, we are willing to provide you with the refund in the extra amount that you are requesting CHW has already placed a refund to you in the amount of $and we will add the additional $and this will be placed back onto the credit card that we have on file within 10-days.Thank you,CHW

CHW has licensed technicians that are performing the work and providing the diagnosis to CHWOnce CHW receives the diagnosis a determination is made based on the information presentedInformation received from the technician included that the unit was pulling too many AMPs (which would have been detected with proper routine maintenance), there was compressor was bad, both condensers were on one breaker and the technician advised that there was a lack of maintenanceHowever, in an attempt to help with the repairs, CHW provided a goodwill payment of $ 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 CHW received feedback from the technician that there was an issue with the water level and he repaired it at no chargeHowever, based on the feedback received from you, the claim has been reassigned to another technician to diagnoseAdditionally, there was a delay because the technician that was assigned, you requested that there be a changeCHW honored this requestAs indicated, CHW does offer the reimbursement option in which you would have the ability to secure your own technician that would be reimbursed at CHW ratesPrior approval is needed should you choose your own technician and you will be reimbursed of the covered claim in days CHW values all customers and wouldn’t want to lose any customersHowever, if you would like to cancel as indicated, please call the CHW 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

Complaint: ***
I am rejecting this response because:
If the technician stated that the compressor was bad I believe since I have coverage with chw it should be fixed by you.You tell me that it could not have went out during a short period of timeI nor you are in control of equipment that goes outIm sure that I was not expecting nor wanting my unit to stop workingThere again I can'tcontrol thatYour company is not worthy of advertising because chw is not a company that stand by your wordChw promises that you can be worry free about any of the covered items going out then you denied the claim.No one should deal with choice home warranty under any circumstanceFind a reputable warranty company that will stick to what they sayNo I am not pleased with themI advised family and friends to seek other companies for a warrantyHave a interview set up with my local news station soon.Will also be making my fbf aware of what the company has put me through No $is not enough for the repairs nor is it enough to shut me up from complaining I want chw to repair my unit as promised
Regards,
Sandra & Mic ***

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 that you placed for your AC unit, our records show that the technician stated THE CONDENSING UNIT IS FULL OF DEBRIS AND COB WEBS-THIS SHOWS THAT THE UNIT HAS NOT BEEN PROPERLY AND ROUTINELY MAINTAINEDTHIS IS ONE CAUSE OF COMPRESSOR FAILURE"I have attached the records that you had sent to us stating that they are maintenance records As we have advised you these are not maintenance records but records of repair The records actually show improper service being done on the systemOne states that you added Freon and the second states that "everything is good, blew out condensing coils." These show that by adding Freon to the unit was a maintenance issue and blowing out condensing coils as well shows this A maintenance record would have a check list of the items that the tech checked and verified that the units were working properly.We do apologize for your frustration with this claim but we are unable to process a claim that we do not cover per our policySection FLIMITATIONS OF LIABILITYWe are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressureWe 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 always want our customers to understand that all policies have exclusions and CHW does follow our policy We do our best to assist the customers and approve claims that are submitted to us We do apologize for your frustration with these claims CHW is in full compliance with our policy.CHW

Complaint: ***
I am rejecting this response because:
This is a "canned" response they are offering to their customers still not addressing the individual issue identified by the customer.
Regards,
*** ***