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 policy, I do see that it was cancelled on 4/19/16, the next day after the purchase and CHW did provide you back with a full refund of the funds you had paid to us Please see below, this is the email that you did receive from CHW. We do apologize for any frustration that this has caused you. Regards,CHW_______________________POLICY ** ***Dear *** ***Please be advised that your Choice Home Warranty policy covering the property located at *** *** *** ***, Philadelphia has been cancelled in accordance with the User Agreement located a www.ChoiceHomeWarranty.comAn applicable credit of fees associated in Section XI of the User Agreement will be issued to you within 15-days.Keep in mind; when your Choice Home Warranty account is cancelled, you will be responsible for all repair costs that ariseTo reinstate your service, please contact our customer service department toll free at ***Thank you for allowing us to assist you.Sincerely,The CHW TeamChoice Home WarrantyToll Free: *** ***www.ChoiceHomeWarranty.com

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,
*** ***

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,

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 policy that had begun on 10/17/15, your claim for your microwave was placed on 10/26/and you had stated that the unit had not worked since the Friday that had past (10/23/15) that would make the unit not working only days into the policy.Per our policy Section ACoverage #states that all units must come into the policy in proper working order on the start date of the policy The technician state that the touch pad and control board had gone bad; these things take time to wear out and could not have failed within the time frame of the policy.We do see that you have cancelled your policy with us and although we do regret your frustration; CHW is in full compliance with our terms and conditions of our policy. Respectfully,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 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: I've already paid for the repairs out of my own pocketAlthough CHW states that there has been $2,paid on claims for my policy, I'm unable to confirm this as my request for detailed documentation about CHW's costs paid on my policy was deniedJust as CHW requested documentation confirming that I had properly maintained my system, I've requesting the same type of documentationAs they wouldn't just "trust" that I was being accurate in my statements regarding maintaining my system why would they expect me to just "trust" that they are being accurate in their statements about the service costs paid on my policy
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 system was low on Freon Your system being low on Freon indicates that there is a leak somewhere in the system When the leak is not visible, a technician must perform a leak test A leak test would determine the location and cause of the leak, and in addition, the technician would take pictures of the location of the leak, the indoor and outdoor coils, and the model and serial number of the unit Per our policy, Section Letter D, Number 4, we do not cover leak test.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 to cover the cost of the leak test You accepted this offer. Please note that the check in the amount of $was mailed out on August 8, to your address Please allow 7-business days for the check to deliver Based on the leak test results, it confirmed that the evaporator coil deteriorated 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...” 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 properlyOnce the claim was placed, there was a technician dispatched to diagnose the problemThe diagnosis that was initially received was that the fill valve was making noiseNoise is not covered under the policyCHW then received a notification that the toilet was leaking and the noise began after the technician provided a temporary fixCHW needed to then obtain the proper diagnosis from the technicianThe fill valve needed to be changed on the toiletCHW needed to dispatch another technician to complete the repairsThere were issues with scheduling an appointment with the technicianCHW did work according to the policy and dispatch the technicianThe customer and technician should work together to determine a mutually agreed upon appointment timeThere were issues with this so CHW did intervene to ensure there was an appointment scheduledCHW apologizes that you encountered these issues with the scheduling, however, CHW did make an attempt to have the issue resolved, however, the account was in a past due statusAs such, there was nothing that could be doneAdditionally, the charges were charged back and the policy is no longer in existence We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

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
Although I am deeply disappointed with the company's service and overall customer care, I will accept their option/offer to refund our payment in the amount of $450.00. We also ask for the release agreement that states that we are agreeing to a full refund as a mutual agreement. It's unfortunate that they prefer to increase the turnover of customers OVER customer loyalty and retention. I appreciate the final efforts of the company to bring this to some sort of resolution.
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 http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claim for your sprinkler system and your water heater, we do regret that both issues are not something that CHW covers CHW provides coverage for the units that are in the confines of the home, this is stated in the policy Section ACOVERAGE # 1.Also, your second claim states that the unit was leaking water from the tank itself Per the policy, Section DCOVERAGE # under exclusions states that we do not replace the actual tank We do see that you chose to cancel the policy with usCHW does regret your frustration with this claim however we are in compliance with the terms and conditions of our policy.Regards,CHW

Dear *** ***,We do understand your frustration however our policy does not cover failures that are caused by rust CHW is offering to provide you with a goodwill gesture to assist with the cost of the repair in the amount of $ Please see our policy Section FLimitations of Liability #as well as # It will explain that any type of failure that is caused by rust, even if it is wear and tear will not be covered.If you would like to accept our offer of $to assist towards this claim, please contact us at ###-###-#### and we will process the goodwill for you.Thank you,Choice Home Warranty

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,*** ***

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

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 our web site at ***Upon review of your statement to the Revdex.com, I have reviewed your claim and I do apologize A technician should never diagnose over the phone I have contacted you and did leave you a voice message If you would like to have a different technician come to your home and properly diagnose the system, you would not have to pay a service call fee as I have placed a free one onto your policy for you.We have spoken with the technician that contacted you and we explained that we always have to have a physical diagnosis from the technicians We do expect the technicians to go to the customers’ home and provide us with the accurate diagnosis We also apologize if you were treated in any rude manner, CHW does not condone this type of behavior. We have documented your account, if you would like to have a different technician come to your home.CHW does regret your frustration with this claim.Regards,*** *. CHW

Complaint: ***
I am rejecting this response because: The Job Invoices for the past years in complete detail of the maintenance performed and each time the unit was in complete working orderThere are work notes made on each receipt such as, " Blew out drain line, flushed out drain line, cleaned coil pan, added pan tabs, tightened high voltage wires, checked all low voltage tooTook Amp draw on blower motor was in factory specsCleaned inside coil, washed outside unit until water ran nice and clearChecked Duel cap, it was good at this timeContactor was good at this timeCond fan motor is good at this timeCooling mode was at 18' degrees, SPD system is running fine" This invoice was dated 5/3/When Choice Home Warranty come out on 8/8/to fix the unit that was not cooling we were not given any paperwork at all nor on 9/22/when their repairman said the A/C compressor was shotNothing for us to sign or anything for our records, just write a check for the deductible, that's allI will gladly fax over all maintenance invoices to the Revdex.com if needed.
Regards,
*** ***

Dear *** ***We regret to hear your frustration Please understand that the failures of your unit also pre-dated the start of your policy coverage You purchased the Total Plan for a year on May 31, which became effective on June 30, as it states in our policy, Section Letter B of Coverage “Coverage starts days after acceptance of application…”You stated the last time your unit was working properly was July 17, Please note that your unit had 0% of Freon available This could not occur during the short lifespan of your policy Our policy states in Section Letter F, Number 1, CHW is not responsible for any known or unknown pre-existing conditions.The outcome of this claim stands as non-covered, however, as previously stated we have added a onetime free service call fee for your next claim Please note that we already offered you goodwill funds in the amount of $on July 19, 2017, in which we authorized to the technician for your repair Regards,CHW

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 *** ***We regret to hear your frustration and dissatisfaction with Choice Home Warranty. Per your request, your policy has been cancelled as of August 9, 2017, and we are processing your full refund in the amount of $1,350.00.If you have any further questions or concerns, please
contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST. 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 policy we do show that CHW has covered all but one of your claims and have paid a total of $for all the claims The last claim that you placed, we do see that it was not a covered claim due to the fact that we do not cover faucets.We urged all customers to review the terms of the policy and if they have any questions, please contact usDue to the fact that the policy has paid our claims and it is a monthly policy, we are not able to provide you with a refund.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW