Bass Services, Inc.

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

Complaint: ***
I am rejecting this response because: it was based on a pictureNo second opinion came to my honeEven the technician that YOU sent saif it WAS NOT THE RUST!!!!!!! YOU HAVE PROFILED ME BASED ON A PICTURE!!!! You originally gave him permission for a new evaporator but then you rejected itCall him and adk him yourselves!!!!!
Regards,
*** ***

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 *** ***,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 evaporator coil was leaking due to rust/corrosion. 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 were not satisfied We strive to provide the best customer experience, therefore as a goodwill gesture we offered you $towards the repair You accepted this offer. 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: ***Thank you for prompt response. I am rejecting this response because:
Policy has so many disclosures, but does not mention any criteria that might be considered for the decision. For example Section F, point mentions "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 color......"Agent does not mention all these loop holes at the time of purchasing the policyI am not asking for complete replacement cost either (new refrigerator with similar feature will cost at least around 950$ including tax and not considering the disposal of the old unitI have already paid $for the technician visit)I am not requesting the whole replacement amount either. I did requested the resolution manager multiple times to increase the amount, which was rejectedI had even asked for other option if any I have to escalate my concernFirst denial of the claim frustrated our family the most. I request you again to increase cash amount in lieu of replacement / repair that you are offering. Thanks for the considerations.
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 *** 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 *** * *** ,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

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 *** The cancellation was handled properlyAt your request, the policy was canceledHowever, there is no refund due as there was a chargeback to the bank, which results in there being a dispute of the funds that were already dispersedPlease refer to your bank We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy 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 claim, we show that the technician stated that the unit was leaking due to rustPer our policy, CHW doesn’t cover any repairs related to rust Please see Section FLimitations of Liability # The 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.We do see that you have chosen to cancel your policy; therefore we are not able to provide you with any type of refund as you have received your pro-rated refund alreadyPer Section L.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 providersChoice Home Warranty was in full compliance with its terms & conditions.Best regards,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

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,
*** ***

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

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

Complaint: ***
I am rejecting this response because: it doesn't fulfill my reques for Choice Home Warranty to cover the repair costIt's irrelevant at this point as I've already paid for the repairs myself.
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

Dear *** ***,Our policy has a different cancellation status in different states, Florida you are correct and you do only have days to decide if you want to keep the policy or not After you spoke to the sales person, I am sure they went over the pricing for you That is something that I personally cannot provide to you as I am not sales and it does seem as though you have received a deal for the amount of years that you had purchased I am sure that you did go to the website and review the policy as it is there for you to view before the policy is purchased You can view the policy before you purchase the policy and once you do purchase the policy, you do have a certain amount of time to receive a full refund Also once purchased, if you didn’t receive the booklet, you would see the email that you did receive that again has the policy.We do apologize that you are very upset with the claim however CHW has followed all of the policy’s’ terms and conditions. Sincerely,CHW

Dear *** ***, Thank you for your feedback and we do apologize for any inconveniences this may have caused youWe are always working to improve our business practices and services, therefore, we appreciate your feedback. CHW does not approve of technicians not following through
with their appointments or no call no shows. We will report this to our Vendor Relations Manager who will speak with the technician and address this issue accordinglyFor the inconvenience, please accept our offer of a one-time free service call for your next claimTo accept this offer, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday and Sunday 9am-5:30pm ESTRegards, 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, we do see that the technicians diagnosis was that the roof was damaged not to a wear and tear as per Section A#states that we only cover for Also, he stated that the roof had nails that popped that need to be tapped down and resealed Per Section E#this is not something that we cover We did ask the technician what had caused this failure and he advised a storm Per section F#8, this is not a covered failure eitherPlease note that this coverage is Limited Roof Leak, we do not cover the entire roof.As a goodwill gesture CHW did provide you with $to go towards the repairs You agreed to this amount on 12/24/and we did advise that all our checks do take business days to dispense We did receive your email on 1/7/asking when the check would be arriving and again we advised you via email that it would arrive days from 12/24/15.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy.We urge all customers’ to review the policy within the day grace period that is provided before the policy begins You have this time to ensure that all units are in proper working order as well as to cancel for a full refund within this time period. Best regards,CHW

I would be happy to get $from Choice Home WarrantyBut all they offered over the phone was $300. Also, the first communication regarding this case was your email, stating that case was closed. Please, let me know how to reopen that case.Thank you!