Bass Services, Inc.

Dear *** ***,
We actually did not receive the request that you sent to us until after we authorized the claim for youHowever, since this has been longer than days, we are able to resend the check for you at no costPlease allow business days for receipt for the new check
Thank you,
CHW

Dear *** ***We regret to hear your frustration Please see our policy 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.If you would like to cancel your policy, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST.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 Per our conversation, I did advise you that the claim that was placed on 04/08/was a non-covered claim due to the fact that your policy had started not but a month prior on 3/12/ Your unit did not come into the policy in proper working order Per our policy Section ACoverage #3 Are in place and in proper working order on the effective date of this home warranty contractThis contract does not cover any known or unknown pre-existing conditionsIt is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or componentsThis contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,square feet, unless an alternative dwelling type (i.eabove 5,square feet or multi-unit home) is applied, and appropriate fee is paidCoverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homesThis contract describes the basic coverage and options availableCoverage is subject to limitations and conditions specified in this contractPlease read your contract carefullyNOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.Also, on 04/16/I personally offered you a full refund of your policy seeing as you were very upset and that you disagreed with the outcome of the claim, therefore disagreeing with our policy You declined my offer and advised me that you "wanted something more"On 4/20/15, I offered you the amount that CHW would pay for the part that needed to be repaired in the amount of $and you advised that me again that you would "get back to me" I explained that per our policy, we do have the right to offer cash in lieu of repair and that this was a goodwill gesture.I have not heard from you in regards to the offers that were made to you You stated in your complaint that "CHW refused to offer you a refund of your monies", I am offering it to you again Please advise us of what you would like to do with this claim.Thank you,Tracy

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, I do see that on 6/16/we advised you that this claim was not a covered claim, we advised you that "ANY ISSUE WITH THE TUB DRAIN MECHANISMS ARE NOT COVERED" At that point, you had requested to cancel you CHW policy and did so You also stated on 6/16/that you had another technician complete the job that we sent the tech out to diagnoses Before any work is completed, it must be approved by CHW and this claim was not In addition to this claim not being covered, we did advise you that we are not responsible for the technicians work or lack there of Please see Section FLimitations of Liability #19You 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 damagesYou expressly waive the right to all such damagesYour sole remedy under this agreement is recovery of the cost of the required repair or replacement, whichever is less. We do apologize that this has happened to you and urge you to speak with the technician for reimbursement of the cost that you had to payBeing that you have cancelled your policy with CHW, we are unable to assist with anything further in this matter.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 out of the 4.5lbs of Freon your system holds, it was down 3lbs of Freon You currently have a real estate policy, therefore, we requested to review your inspection report You were unable to provide the report, therefore CHW was unable to properly process this claim Please understand that the technician added Freon without authorization and our policy states in Section Letter C, Number 3, CHW “…will not reimburse for services performed without prior approval...” However as a goodwill gesture, we advised you that we would reimburse $ To accept these funds, please contact us directly at ###-###-#### Monday-Friday 9am to 6am EST.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

I bought a home owner insuranceI have supplied receipts of my maintenance and picturesThe way the clause read it doesn't matter what is wrong they are not going to pay for itor if part one is broken and they have called for upgrades they want pay for it even if it doesn't match and it want make your appliance workThey have take over $for my warranty for homes and have not fixed either AC unitI have given them everything they want but every time they keep coming up with something newMy unit has stopped working because its old and just burned outNOT from over heating, not maintaining just old and burned outWhen I tried to cancel my contract it says there is a $feeThey told me its a $fee per houseWe cant come to any agreementThey told me they would pay for the compressor at $but I would have to have pay for the installment, labor and refrigerant that cost over $700! Why would I do that! I might as well pay for it all my selfEvery time I email something to them they say it takes 24hrs for them to reply and send you an email that they received your informationThey send absolutely nothingEveryone is a supervisor so they want allow you to talk to upper management. Refund full amount paid for Warranty for both homes, oer $without any fees being taken outI have been without AC in over degree humid weather at both homes with each senior citizen parent being over suffering as well as putting stress on the other units that are not cooling the home

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 we do see that you provided CHW with records and the records that were provided were not records of maintenance, they were records of repairsThe one showed that the unit was low on Freon, second one for the same date showed that there was an replacement for the CAP, the third one was the invoice for the technician diagnosing the system and that the unit was grounded. The record that you provided today is not a record of maintenance it doesn’t tell what the AMP readings are, the Freon levels doesn’t show anything that can justify that the unit was maintained properly. The picture that you provided does show a unit that was rusted however I am not a technician and I cannot explain or state if the unit was in proper shape when it was disconnected Our inside technicians spoke with the technician that was at your home and with the diagnosis and the lack of records, this does show us that the unit was not maintained properlyWe 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 our web site at http://www.choicehomewarranty.com/user_agreement.php Upon review of your policy, I do see that you had placed claims with CHW and that we did approve to assist on your Air Conditioning claim We do see that the claim for the washer was not a covered claim due to the fact that the pump drain and hose were clogged and that caused the unit to fail This is a lack of proper routine maintenance The tech stated that any time you are about to wash you should clean out the debris within the unit for it to not build up.If you would like to cancel your policy, you would have to review the terms and conditions pursuant to Section LCancelations: 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 also regret the frustration that you have had however CHW is in full compliance with our terms and conditions of our policy.Best regards,CHW

Dear *** ***We do understand your frustration however CHW is abiding by our terms and conditions of our policy Please review Section LCancellations If you have any questions or concerns, please feel free to contact our Cancellation Department at ###-###-####.Thank you,Choice Home Warranty

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/useragreementA review of the claim shows that it was processed according to the policy. Based on the diagnosis that we received, it stated that rust and corrosion caused the evaporator coil to form holes which led to the system leaking FreonPer our policy, Section Letter F, Number 1, CHW “…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 satisfiedWe strive to provide the best customer experience therefore we offered you funds in the amount of $to assist on this non-covered claim. You declined this offerYou spoke with our Customer Solution Specialist who advised that they could assist on getting a discounted prices for a new coil or unitPlease note that once our Customer Solution Specialist gets more information you will be contactedWe do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Often times as a courtesy to the customers if there is minimal Freon needed, CHW will cover the FreonSection Letter D, Number indicates that leak detection tests are not coveredSection Letter F, number states that rust and corrosion are not covered and section Letter F, Number states that secondary damages are not coveredFreon is not covered, however, as it was minimal amount of Freon it was covered as a goodwill gesture in the previous claimThis claim was processed correctly Regards, CHW

Complaint: ***
I am rejecting this response because: Choice home warranty has failed to mention in their response that my dryer is still without repairI was informed after I called choice home that my claim would need to be reassigned yet again, for the fourth timeI need help as I believe this has gone longer than it should haveI appreciate your help and assistance towards this matter.
Regards,
*** ***

Dear *** *** We regret to hear your frustration As a goodwill gesture, CHW will resubmit this claim for review, however, we cannot guarantee the claim will be overturned In the meanwhile, considering you were offered funds to assist you on the repair for the previous claim, please submit a proof of repair showing that this failure was fixed.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 strive to provide the best customer experience, therefore we have resubmitted your claim to be reviewed again Once your claim has been re-reviewed, we will reach out to you with the updated information Regards,CHW

:Thank you for your update and I have placed a complaint with our Territory Managers in regards to this technician. I do appreciate you advising us of this technicians miss-diagnosis as we will investigate all of this technicians claims.For your inconvenience, I have placed a onetime free service call fee on your policy for any future claims that you might have.Thank you again for your feedback, our customers are our eyes and ears with our technicians.Best regards,CHW

Complaint: ***
I am rejecting this response because:
You continue to miss the point hereYour claim of lack of maintenance is bogusThe tech you sent there along with others ousode of our dispute, combined with common sense and knowledge of copper lines on my party, disputes the fact that a leak in a copper cool is caused by lack of maintenanceThe tech YOU sent out found it laughable that you were Denying based on "lack of maintenance" I continue to maintain that this is a loop hole that you use to cheat your customersOf course I cancelled my account!! I wasn't about to let you take anymore of my money after I discovered how you do businessI don't expect you to honor your contract, all the reviews I have seen on line along with my experience with you shows me that you are dishonestLesson learned on my part and I will be sure to add to the list of bad reviews I found on you onlineMy mistake for not digging deeper on you before signing upI can only hope that no one else gets ripped off the way I did
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 sump pumps have failed and need to be replaced Please understand that sump pumps that are not permanently installed, requires the purchase of our option Sump Pump Coverage Our policy states in Section Letter D, Number that we cover “…Permanently installed interior sump pump…”If you would like to purchase this optional coverage for future claims, or if you wish to cancel your policy, please contact our Customer Solutions Department directly at ###-###-#### Monday-Friday 9AM to 6PM 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, it appears that your claim was processed in accordance to the policy section Letter F, Number it 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 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 partsYou were offered $for repairs which based on the terms of the policy is an accurate amountThis amount has been mailed and the claim was processed accordingly 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 assetWe 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 purchaseIt may also be found on our web site at ***
Upon review of the claim you placed, the diagnosis was provided to us that the unit had a leak due to rust and corrosionPer our policy, Section FLimitations of Liability #states that CHW does not cover failures due to rust or corrosion
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy
Regards,
CHW

I was told that a refund of $was approved and mailed on July 13, 2016, as of today August 24, 2016, I have not receivedanything and I am still waitingCan you please find out how long it will take for me to receive thisThank you