Bass Services, Inc.

Dear *** ***We regret to hear that you were not satisfied with our response, however, based on the diagnosis that we received, the outcome stands. As a goodwill gesture, we have added a onetime free service call fee onto your policy which could be used on your next claim. 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. We have reviewed your covered claim Based on the diagnosis, the condenser fan motor and the rum capacitor failed We approved and authorized the technician to make the repair, in which the technician did make the repair If your system is currently still not working, please contact us directly at ###-###-####, Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm EST. We regret to hear your dissatisfaction with the technician Please understand that not all technicians carry every part with them when they come to make a diagnosis When a technician makes a diagnosis and the claim is approved, but the part is not available, either the technician or CHW will order and have the part delivered The turnaround time for a part to be delivered is approximately 3-days We appreciate your feedback in regards to the technician, as we strive to better our business practices We have taken this information to the Vendor Relations Director to look into it immediately Per our policy, in Section Letter C, Number 4, “You will pay a trade service call fee (“Service Fee”) per claim.” However we will honor your request and add a onetime free service call fee for your next claim Please note, that our policy states in Section Letter F, Number 19, that CHW is not liable for “secondary damages” therefore we would not reimburse you for hotel and boarding costs.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: Even talking to other repairmen and the one who initially inspected the item, they have deemed that the failure was caused by the compressor Had it been replaced soon enough it wouldn't have gotten as bad as it is. And also the company is using extortion to send a check to me for $ They are refusing to reimburse for the months time where the fridge was waiting for service And they are also demanding a payment to "keep the account active so the check can print" Saying it takes days for a check to print And if I cancel the plan or refuse to make payment then they will not send the $ Every time you talk to a department they give you different answers When I was told that the $check was being sent to me it was by a Claims Supervisor at no time during the call was it disclosed that I had to keep the account current Then when I called and talked to *** in the Cancellation Department she told me I HAD to keep it active And even threatened to cancel the check if I were to cancel the plan
And calls can be reviewed as to what was said during the conversations
Regards,
*** ***

Complaint: ***
I am rejecting this response because:What they are stating us not true because we had just gave maintenance to the unit in June I spoke to the tech about what they had stated for not covering the charges and he stated that that is not what he said He never told them that it was due to corrosion and not keeping with the maintenanceI can even get a statement from him that that is not what he saidThey are just saying that because they don't want to pay bottom line I feel that they should pay They are just lying The tech guy will provide me with proof that that is not what he said. Sincerely,*** ***

Complaint: ***
I am rejecting this response because:The response given by the business does not justify the misleading nature in which they lead their customers to believe that they are covered for items that they in fact are not
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 your claim, we do see that you have been in contact with the Customer Advocate who did explain to you that on 11/21/16, our company spoke with you or your husband, we explained that we would be replacing the unit with the one we have available which was a chain unit and the response was “okay to proceeded” CHW did insure to receive the approval from you to replace the unit with the one that we had.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 has been determined that your unit is not working properly due to secondary damages which aren’t covered under the policy, section Letter F, Number The reason for the secondary damages is that your unit is low on Freon, per the technician’s diagnosis this is considered secondary damage due to the unit to constantly runAs you indicated, you paid for the leak detection test in February as leak detection tests aren’t covered under the policy as outlined in section Letter D, Number The policy is sent to all our customers and you are given a 30-day period to review the policyWe have at attached a link to the policy for your review 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: take water heaters off your websiteWater heaters all have takes and you just wrote me you do not cover the item you have checked being covered on your siteKeep the 30bucks your gonna need it.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
This an illegal and abusive practiceI have already filed complaints with The Attorneys General of New Jersey and TexasI reserve all my rights including the right to litigate in the US Courts
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 there was internal failure on the compressor which was caused by excess overheating of the compressor from a lack of proper routine maintenance.Per our policy, Section Letter F, Number 8, CHW is not liable for repairs caused by “…failure to clean or maintain as specified by the equipment manufacturer…”Our SrClaims Specialist advised you about the outcome of the claim and our policy in which you requested to cancel as you were not satisfied. At your request, CHW has cancelled your policy as of May 19, 2017.Although you are not entitled to a full refund, per our policy, Section Letter L of Cancellations, CHW is willing to provide you the amount you paid for the policy. Please contact our Customer Solution Department at ###-###-#### Monday-Friday 9am to 6pm EST to fill out the necessary paperwork therefore we can move forward with providing you a full refund.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's not correct and will just cancel this warranty and take my business elsewhere!
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 your claim it has been noted that the claim was processed in accordance with the policy, section Letter F, number in which we reserve the right to offer cash back in lieu of repair or replacement in the amount of our actual cost to repair or replace any covered system, component or applianceWe would like to continue to work with you and offer the maximum of $which was previously offeredPlease reach out to our customer service team at 1-888-531-to accept this offerWe do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear *** ***,CHW is not obligated to pay you back any amount since you paid on a month to month basis however we are willing to provide you with the total amount that you paid, minus the total amount that we paid to provide you with $as a refundYou paid a total amount of $and we have paid $ If you would like to accept this offer, we ask that you contact us and we will send you the paperwork to be signed for the refundIf you would like to provide us with maintenance records, please send them to ***. Thank you,CHW

Dear Mr***,Due to the fact that you and CHW cannot come to a mutual resolution, we are offering a full refund of the paid policy CHW would not be able to move forward with your claim until you provide a record of repair for this unit and since you cannot do so, we will offer to provide you with the full refund of $since you disagree with our policy.If you would like to accept this offer, kindly contact us as it is documented.Thank you,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 *** ***,We regret to hear your frustration and apologize for any inconveniences this may have caused you Please note that *** *** *** *** *** *** has been dispatched and advised to reach out to you to go back to your home to check your unit
again. For further information, or to schedule an appointment, please contact the technician at ###-###-####.Regards,CHW

Complaint: ***
I am rejecting this response because: We have informed Choice Home Warranty on September 14th, that the serial number my technician provided to CHW was incorrect, he actually by mistake gave the unit next to mine in the condo complex. He was using that unit as a gage of what to order for my unit, and mistakenly gave that to Tracy at CHW. In fact my heating system does not have serial any longer we estimate due to age, the company who made my unit, stopped producing them in the 1970's, which is when the condo was built. The property manager and the technician went back and took pictures of the unit and research the vendor, and the assessment is that the heating unit is at least years old! Which of course means, we have taken amazing care of it to last that long and certainly CHW can not claim that the issue is due to "lack of maintenance". Most certainly it is due to "wear & tear", and the technician has told this directly to Tracy at CHW. We also have sent CHW pictures of the unit. AS I have repeatedly told CHW, we must get this unit replaced ASAP as there is a year old man living there who must have heat. Since the correspondence with CHW goes back to August 11th, we have more than covered CHW's day working window. We have an appointment to install next week, which CHW knows very well, so we need CHW to agree to pay for the heating system install by Monday Sept18th. They sent an e-mail offering to pay $for a $repair, which I have rejected
Regards,
*** ***

Complaint: ***
I am rejecting this response because:They finally did contact me several days after this with a ridiculous offer around dollarsI spent a solid months arguing with them, countless hours of my time, a lot of frustration, rude treatment, not to mention two months without air conditioningI continued to argue and finally got them to offer a cash settlement of 1500. I settled at that simply to end the battle and frustration, however I still think this is criminal the way they operate. there is no reason a customer should have to spend countless hours arguing to get a settlement from a warranty company that advertises to repair or replace an appliance. After this settlement, I still have to pay to replace the AC. As part of the settlement, I had to agree to drop all complaints against them, so I willI am just responding to the open complaint. I just think their business practice is criminal.
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. Upon review of the claim, we do see that there is a technician dispatched to the home * * * *** has been dispatched on the 24th of the month CHW’s dispatch department is reaching out to the technician to ensure that they contact you as quickly as possible Please note that our techs have days to contact you to make an appointment You are always welcome to use the reimbursement option which means that you can use your own technician however before any work is completed, we require the technician to contact our authorization department to have the diagnosis provided Once the diagnosis is provided, CHW will advise if the claim is covered and to what amount The number is ###-###-####, option then option Please also contact us for a reimbursement form that will provide the information for the reimbursement as well.We do regret your frustration however, CHW is in full compliance with the terms and conditions of our policy.Regards, CHW

I am rejecting this response because:In the sales presentation, it was never covered that there were exclusions, only that if "anything goes wrong, CHW will cover the cost of repair or replace". The contract containing all the exclusions was sent days after the purchase of the contract. As far as the specific AC unit, it was installed in and has been serviced twice yearly by the company that installed it. I have all the records of the servicing and no where did they indicate that there was a rust problem with the evaporative coil, so to mention that it could be pre-existing is ridiculous. This unit came with a ten year warranty that CHW could have attempted to use to get the part replaced had they spent more time checking into all the information available rather than making a quick decision that fit some exclusion.All the information that is available on-line about CHW and it's business practices shows me they are a rip-off and as soon as my contract ends, I will not renew. I also will share my experiences with as many of my family, friends and coworkers as possible
Regards,