Bass Services, Inc.

The claim was processed in accordance with the policyAs indicated in the previous reply, you are invited to submit the maintenance records to have the claim reviewed in hopes of a more favorable outcomeThe other option that was presented was to provide you with a full refund of your policy since CHW has been unable to meet your needs as you have indicatedIf you would like to have this done, please call the customer service team at ###-###-#### to have the necessary paperwork provided 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 we are able to provide you in November for a buyout of the parts that were no longer available in the amount of $ I do apologize that you were not happy with this amount We offered you money for the parts and for labor since the units parts were no longer available Per our policy Section FLIMITATIONS OF LIABILITY #We have the sole right to determine whether a covered system or appliance will be repaired or replacedWe are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or colorWe are not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governmentsIf 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 repairWe reserve the right to locate parts at any time For the first days of the contract period, We are not liable for replacement of entire systems or appliances due to obsolete, discontinued or unavailability of one or more integral partsHowever, We will provide reimbursement for the costs of those parts determined by reasonable allowance for the fair value of like partsWe reserve the right to rebuild a part or component, or replace with a rebuilt part or component.We do apologize that you were under the assumption that this was a buy out for the unit; again it is our cost of the part along with the labor as we explained to you upon your agreement to accept this offer on 11/18/14.We do appreciate your feedback as it will help us improve our company to benefit our customers.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 *** In review of your complaint, CHW request maintenance records due to the fact that we expect all customers to follow Section FLimitations of Liability #12; which states that all units will be maintained per the manufactures specifications. Since you placed a claim for your Air Conditioning System and the failure that was found was a lack of proper routine maintenance, CHW did request to see that you did in fact have records of maintenance. However, the only records that you produced were the records showing that CHW dispatched a technician for repairs. These are not maintenance records; these are records showing repairs of the systemPer the manufacture, all units are recommended to have routine maintenance done at least once a year to maintenance the system and prevent it from failing. Since you did not provide us with this type of record, the claim was not covered due to the failures that showed 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 *** * ***, 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 the claim it appears your claim was processed in accordance to the policySection Letter F, Number 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 repairSection Letter F, Number states we reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (which at times may be less than retail) to repair or replace any covered system, component or applianceYou have located parts however they are replacement parts and not original parts which is what CHW uses to fix unitsAdditionally, we have the sole right to determine whether a covered system or appliance will be repaired or replacedWe are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or colorBased on this information you were offered $to cover the stove 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, however, you are were only entitled to a pro-rated refund in the amount of $75.Please 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 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

Dear Mr***,The technician that came to your home provided a verbal diagnosis to us that we did document and it was stated that “the pool has algae in the water meaning there was no chlorine, algae was in the filter meaning over working the pool pump.” The technician also stated that the motor for the circulation pump was out it was humming not spinning”This diagnosis was provided to us by *** ***It was also stated that the problem is with the breaker outside and that disconnects are not covered per our policy We do see that you have had this unit fixed without authorization and have provided us with an invoicePer our policy, Section CService Calls, CHW does not cover claims that have been completed without authorization.As a goodwill gesture, since we are not able to provide coverage for this claim, we are willing to provide you with a full refund of the paid policy in the amount of $ If you would like to accept our offer, please contact us and we will send you the proper form to sign and send back as a mutual agreement.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 your claims shows that CHW was able to assist with getting the Freon paid for and that $was being sent to address this concernCHW values all customers and apologizes for any miscommunication that may have taken placeWe are hopeful this will rectify the issue and look forward to a continued successful relationship 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:I did not complain that policy and that polycy does not cover the kitchen faucetMy claim was about kitchen faucet leakageOne more time: the problem is that after filing the claim about kitchen faucet leakage, the customer service representative should inform me that the faucet is not covered by my policyIt was not done. If I knew it, I would not make this claim.During my conversation with CHW Customer Service supervisor, I was told that if I make a call during the weekday (not weekend), I would be advised that the kitchen faucet is not covered. She told me that during the weekend the calls are handled by different group (call answering center)I do not except the CHW answer and requested apology and refund of $45.00.
Regards,
*** ***

Dear *** * *** ,Upon review of your claim, we do see that the policy with CHW began days prior to the claim being placedPer section letter A3, CHW requires all units to enter the policy in proper working order. We have since provided you with the full refund of the paid policy
which was payments in the amount of $35.83.We do regret your frustration with this claim however CHW is in full compliance with the terms and conditions of our policy.Thank you,CHW

Your claim has been processed accordinglyA review of the records that you sent in were not deemed as sufficient because there is no indication of routine maintenance that was performedThere were documents provided for and Maintenance record would indicate the model and serial number of unitsThe one from shows that Freon needed to be added to the unit prior to the start of the policy which indicates that there had to be an issue with the unitThe documents that you submitted also shows that the fan motor was replaced and the heat exchanger was crackedThese are failures that are a result of lack of maintenance, which resulted in a non-covered claimHowever, in the interest of customer service and as a valued customer, CHW can offer to assist you with the payment of your repairs that are needed by providing a goodwill gesture of $to assist with the repairs of the non-covered claimIf you would like to have this payment sent to you, please call our customer service team at ###-###-#### and they can assist with the goodwill payment 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 for your AC System, it was stated that the unit failed due to rust or corrosion, per our policy Section FLimitations of Liability #states that CHW does not cover failures due to rust or corrosion.We do see that the unit had no Freon and the coils were rusted through and they need to be replacedThis would not be a covered item per our policyCHW received all the emails that you provided to them stating that how upset that you were and CHW did offer you a goodwill gesture of $for this claim however you chose not to accept this offer because you felt that it was not enoughThis was the amount that you paid for the policy subtracting the amount that CHW paid for the Freon.We will not cover the cost of a part that had failed due to the failure that is strictly against our policy such as rust or corrosion. Our offer does stand for your to receive the refund minus the cost we paid for the Freon.We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy. Regards,CHW

I do apologize for any frustration or trouble that this has caused Per our last correspondence and the communication that you had with our customer service reps, if you feel that the Air Conditioning unit was in any way damaged from another technician, please call that technician to have them come to fix your unit We spoke with the technician from *** *** and they stated that they did not do anything to your unit but again if you feel as though they had any fault in the unit shorting to the ground and having the compressor stop working; please call them as CHW is not responsible for the work or damage of any technicians This is stated in our policy in Section FLIMITATIONS OF LIABILITY # 19.You agree that We are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performanceYou also agree that We are not liable for consequential, incidental, indirect, secondary, or punitive damages.This can be found on our website at www.choicehomewarranty.com/useragreement The technician ((Brent & Steve) that was out to your home for your oven was * ** * *** and Plumbing Services they can be reached at ###-###-####. Best regards,CHW

Complaint: ***
I am rejecting this response because:
On 12/15/16, *** *** of CHW told me via email that there was an error made by their billing department that caused the delay in my receipt of the refund check within the business days. She said they corrected the error and the check would be mailed tomorrow which was 12/16/16. When I hadn't received the refund within the agreement's time frame, I figured something was amiss considering what we had gone through with CHW that lead to us having to come to the agreement, but I knew something was amiss when I hadn't received a piece of mail that was supposedly mailed 12/16/by 12/24/16. We did finally receive the refund check on 12/27/16, but it couldn't possibly have been due to an issue with the delivery of the mail as was stated by CHW in their response since the check was dated 12/22/16.
Regards,
*** ***

Dear *** ***, We are willing to still offer you the goodwill funds of $and accept your request to cancel your policyAlthough we did advised to contact us directly to accept the goodwill funds, we will have a Customer Solutions Specialist contact you in regards to cancelling your policyFurthermore, we appreciate your feedback and will forward this to our Marketing DepartmentRegards, CHW

*** ***,We do understand what the issue is and it is that there is a Freon leak in the unit which caused the compressor to go outHowever, our policy states that if a unit is leaking, that is not a covered item and we will not replace any part of the unit.Please see Section DCoverage that states under excluded "...LEAKS OF ANY KIND..."As a goodwill gesture, CHW is offering to provide you with $towards the repairs that are needed for the unitIf you would like to accept, please contact us and we will provide you with the paperwork. 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. CHW does not condone any rude behavior as we strive to provide the best service We have taken your feedback directly to the Vendor Relations Director who will address the technician accordingly We do apologize for any inconveniences this may have caused you. In review of your claim, it shows that we reassigned this claim to *** *** ***, at no cost If you have not already set up your appointment, please contact them directly at ###-###-#### 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 most recent diagnosis that we received, it stated that there was no mechanical failure to your unit.Per our policy, Section Letter A., Number CHW only cover failures that “…Become inoperative due to wear and tear…”If you are currently still having an issue with your unit, 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 ***. Upon review of your claim that you placed on 5/14/16, we do see that the unit was said not to have had Freon inside the unit Without Freon, the unit would not be able to run properly if at all The technician also stated that the coils were rusted out and corroded, per our policy, Section FLimitations of Liability #& #states that CHW does not cover failures that are a result of rust or corrosion.We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy.Thank you,CHW

Complaint: ***
I am rejecting this response because: When I signed up for the warranty everything was working properly with NO PROBLEMSI informed Paul J*** that my appliances were over years old and he said that was not a problem as long as they were working when I signed up for the warrantyAgain, every appliance was working fine and the refrigerator going out was a real inconvenience for meBreakdowns and repairs are normally unexpectedI did get the refrigerator repaired and it cost me $He replaced the condenser motor (which is what you denied) and also the gasket because it was torn at the bottom and the magnet was hanging downI used the same company that you originally sent outHe wrote on my invoice the he could not determine why the motor was making noise or when it startedHe said he would write a sworn statement to the Revdex.com regarding this issueI will close this complaint for a reimbursement of the $that I paid for the repairs or I would like my original $back minus the month that I have had itI believe you deny most claims according to the reviews I have readI feel I paid for a useless warrantyThe repair company said that most of the calls he goes on for Choice are deniedAgain, I will close this complaint for the $paid for repairsI am not asking for the original $I paid for the first service call and he did not charge me a service call for the visit to repair.
Regards,
*** ***

*** ***CHW cannot overturn a claim that is not covered by our policyWe understand that the cost of the unit to replace or repair is going to cost you an out of pocket fee We are trying to provide you with a goodwill gesture since we cannot overturn this claim due to the restrictions of the policy.If you would like for us to provide you with the one time free service call fee, we would be able to provide you with that to you however we cannot provide it to you in cash as you have requested.Thank you,CHW