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 www.choicehomewarranty.com/useragreement. Upon review of your policy, we do see that there are two claims placed and we have provided you with a goodwill gesture in the amount of $towards one of the claims However, the claim for the Heating system, we are not able to cover considering that the failure cause was rust and corrosion.We do regret your frustration with the claims that you have placed, we urge all customers to review the terms of the policy before the day grace period is up Once your policy has begun and you want to cancel, you would follow Section LCancellations Regards,CHW

Dear *** ***The outcome of this claim stands As we stated previously, you have accepted the goodwill funds in the amount of $75.00.Please see our policy Section Letter L of Cancellations in regards to our refund policy:LCANCELLATIONThis 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

Complaint:
I am rejecting this response because: I ASKED FOR THE PICTURES WHERE THE PART WAS RUSTED AND I WAS TOLD THE LEAK IS THEREIF THE PIPE OF JOINT WAS RUSTED....IT WOULD HAVE EXPLODED AND MY BASEMENT WOULD HAVE BEEN FLOODED BY THE TIME I HAD TO WAIT FOR YOUR DEPARTMENT TO APPROVE MY CLAIM.THE LEAK ON THE JOINT WAS NOT RUSTED BUT WEAR AND TEAR PROCESSTHERE WAS NO RUST WHICH YOU CLAIMI TRIED TO GIVE THE BEST PICTURE POSSIBLE AS THE PIPE IS LOCATED IN BASEMENT WHERE LIGHT IS NOT THAT SUBSTANTIALIT IS NOT THAT I AM TRYING TO HIDE ANYTHING OR TRYING TO CHEAT INSURANCE COMPANY WITH CLAIMALL I WANTED...WAS AMICABLE RESOLUTION TO MY CLAIM WHICH CHW ALWAYS BOASTS THAT YOU DO NOT HAVE TO WORRY ABOUT HOW OLD THE HOUSE ISAND WHEN ISSUES HAPPEN YOU GIVE CLIENTS A RUN AROUND FOR THEIR MONEY THEY SPENT ON MINIMIZING THEIR LOSS.BUT THIS IS NOT THE CASEIT IS JUST CHEATING HONEST CUSTOMERS AND WALKING AWAY FROM YOU...I MAY BE ONE OF THEM IN THE BIG POOL OF CLIENTS WHO WOULD BE LIVID WITH YOUR COMPANY.YES MY POLICY EXPIRED ON 8/20/and I DID NOT RENEW THIS BECAUSE OF THE WAY YOU TREATED MY CLAIM IN DUE HONESTYI AM HONEST AND LOYAL CITIZEN OF THIS COUNTRY AND DO NOT LIKE TO PLAY UNFAIR GAMES OR PRACTISE WHICH ILLEGAL IN ANY CASE.YOU VERY WELL KNOW TO GET THIS KID OF ISSUE FIXED...PLUMBER DOES NOT CHARGE $YOU SHOULD CHECK WITH YOUR *** OWNER *** *** HOW MUCH HE WOULD HAVE CHARGED ME TO FIX THIS JOB.TO BE HONEST HE WAS CLAIMING MUCH MORE THAN WHAT YOU ARE OFFERING ME AND HE TOOK $AS DEPOSIT CHECK...BUT NEVERY RETURNED MY CALL OR CLAIMHE IS ANOTHER WHEELER DEALER I AM FED UP WITH.
Regards,
Dinesh ***

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 the liquid and suction caps were missing, there were shrubs in the unit, the breaker was off at the electric panel, and there was a wasp infestation. Please note that the blocked shrubs inside of the unit made the system not able to breathe properly All of the issues found were due a proper routine maintenance Per our policy, Section Letter F, Number 8, “…CHW is not responsible for repairs due to failure to clean or maintain as specified by the equipment manufacturer…” Also please note that our policy also does not cover “…pest damage…” per Section Letter F, Number 8.We regret to hear your wishes to cancel Please understand that based on our policy you are not entitled to a refund Please see Section Letter L of Cancellations where it states: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 our Customer Solutions Department at ###-###-#### Monday-Friday 9am to 6pm EST.Regards,CHW

Complaint: ***
I am rejecting this response because: Services were not rendered and he claimed that the air conditioning unit stop working due to the coils being clogged by the installation in the attic. After getting a second opinion that was not true. Also, he gave me a quote over the phone of $380.00, but refuses to give me a receipt or invoice of his findings. So, am I suppose to keep trying to contact this contractor that CHW provided, I am sure the contractors are held by some type of binding agreement as well
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/useragreementUpon review of your claim, we do see that the claim was covered under manufacture warranty by the manufacture of the unit. Please note that our policy states in Section F#that a manufacture warranty supersedes our WarrantyCHW will not cover any part of the claim due to the manufacture having the parts covered. We do regret your frustration however, CHW is in full 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 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 your claim, we do see that it was not covered because the part was under manufactures warranty and that supersedes our policy
We did receive an email from you stating that you wished to cancel the policy and you expressed your feelings about this policyPer our policy, if you would like to cancel, you have to provide it in writing in which you did and therefore we did cancel it for you
CHW would not be able to provide you with any funds towards this claim since it was a covered claim under manufactures warranty
We do regret your frustration with this claim; however we are in 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 our web site at http://www.choicehomewarranty.com/user_agreement.php Upon review of your claim for your dishwasher, I do see that CHW had offered to purchase you a new unit rather than sending you out a check for $ I do see that you did call back and accept the check as well We do apologize if anyone in our company was rude to you in anyway CHW does NOT condone that type of behavior and they will be spoken to about this complaint CHW has offered to provide you with the funds in lieu of repair as stated in the policy in Section FLimitations of Liability 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 appliance.We do apologize that you are not happy with the amount that we have provide to you and if you would like for us to purchase a new unit for you, we would be happy to do so but we were advised by the technician that a repair would not be worth the money as the unit is not in good condition. We do regret your frustration with this claim however, CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW

Complaint: ***
I am rejecting this response because:As I mentioned in the beginning, I never recieved any call back from the service company choice provided meAlso my claim was denied! Due to lack of maintenceI have and had since a service contract on my unitin addition ! No ck was sent, cashed! And you ignored my request to refund my monies for this policyAnd cancelEffective immediatelyThis company has not served my needs at all ...Linda * ***
Regards,
Linda ***

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
seriouslyChoice 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 http://www.choicehomewarranty.com/user_agreement.php
Upon review of your claims, we do see that you placed claims and one was not covered, the others were not permitted to be placed due to non-covered reasons
CHW provides our customers days to review the terms and conditions before the policy begins if you chose to cancel the agreement within this amount of time; you are then permitted to have a full refundAlthough your policy did begin before the day grace period, you could have canceled providing there were no claims within the first daysYou chose to keep the policy and placed claims all in April when your policy began September of which did provide you enough time to review the terms and conditions of our policy
Also, please note CHW is not an insurance company as it states this in Section ACoverage #
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy
Regards,
CHW

Complaint: ***
I am rejecting this response because: The technician that worked on the AC unit told me that they had seen multiple instances of CHW coming up with reason not to replace AC units. I was told that the leak was not the cause of the compressor not working properly and that CHW should be held responsible for at least replacing the compressor. The technician, who worked for MrTech, said that they were having so many issues dealing with CHW and dealing with angry customers due to CHW's lack of willingness to fix AC unit issues for tenants that their company was going to stop doing business with CHW. As for the electrical issue, the box is the original, which is inside the house, under to roof as it was originally constructed. The only box outside of the house is the main power from the electric company. That was tested by the electric company and was fine. The breaker box, inside the house, is having the issue. Because the breaker box can be located from either inside the property, or through an outside doorway, it is absolutely internal to the house. This is yet just another excuse to not cover work that needs to be done. Not acceptable
Regards,
*** ***

When Choice Home Warranty reaches out to people to purchase a policy one of the main reasons is because that customer went to our website and requested information CHW is one of very few companies that offer to the public our user agreement online for anyone to view The policy that you had with CHW was the same that can be found on the website as the sales representative explained to you on 2/4/when you purchased the policy Our records show that once you had purchased the policy, an email went to your email with a copy of the policy along with a hard copy mailed to your home Also, if you went to the website and placed your policy number into the account section with your email address, you could have viewed your policy as well CHW does state in our policy that we expect all units to be in proper working order the day that that unit comes into effect We also state that we do not cover any known or unknown pre-existing conditions This does not mean that we think you are lying, it means that if you did not know that this unit was going to fail and it did but it is only a few days after the policy started; CHW would not cover this unit because it was breaking down prior to the policy start dateThis is stated in Section ACoverage 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.Again, when your policy began on 3/4/and you placed a claim for your unit on 4/10/15, a little over a month into the policy; CHW gave you a goodwill offer that you did accept This was a good faith offer that we gave to you because we were not able to completely cover the claim but we wanted to be able to assist you After your unit was fixed, you decided to cancel your policy with CHWYou stated in your response that you had a copy of your policy at that time, you were aware that cancelling the policy would be breaking the contract and we would therefore deduct the money that we paid out for your claim and also an administration fee of $50.I do apologize but since we did give you a very generous goodwill gesture of a compressor, we would not be able to break the contracts policy and give you a full refund as you have requested CHW did endure other costs for this claim that we did not charge you for that we had to provide to the service provider. CHW has gone above and beyond for you with this claim and we apologize that our good faith efforts were not satisfactory to you Unfortunately, there would be nothing more that we would be able to do for you at this time.Best regards,CHW

Your policy with CHW started on 3/13/and you placed the claim for your unit on 4/20/2015, this is a little over a month CHW cannot cover failures that are pre-existing to the policy The failure that your unit had could not have happened within the timeframe that you had your policy We understand that units fail but we also require you to come into the policy with all units in proper working order, we do not cover any issue that is known or unknownPlease see Section ACOVERAGE 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.Lastly, your policy has been cancelled and you were given the proper refund of $ This is the pro-rated amount that you agreed upon when signing up with CHWPlease see Section LCANCELLATIONThis 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 are very sorry that you are upset with this claim, unfortunately we are not able to do anything as it is a non-covered claim and your policy has been cancelled and refunded to you.Regards,CHW

Complaint: ***
I am rejecting this response because: This is completely untrue. The diagnosis that the technician gave me was completely different than the reason for the denial of the claim provided verbally by Choice. He did not mention anything about rust. He said that the problem was the condenser and he said he did not know whether or not the coil was good and that he would have to examine it in the future if I agreed to hire them to do the repairs. Contrarily, Choice said that the technician said the coil had rust on it, which they claimed was the problem, but the technician told me he did not examine the coil. Furthermore, the technician punched holes in the unit, which can be confirmed by my son, who witnessed it and my AC technician who serviced the unit in early summer 2016. Service is completely unacceptable. I request that Choice pay to have the unit repaired and that I get a full refund for the 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 Freon was leaking from the reversing valves Per our policy, Section Letter D, Number 5, CHW does not cover “…valves…”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 we offered you funds in the amount of $of goodwill funds to assist you on the non-covered claim You accepted this offer and requested the funds be authorized to the technician to repair the unit Please note, if you would rather the funds to be authorized to you in a form of a check, 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, we do see that you have chosen to cancel your policy with CHW The outcome of your claim shows that the unit was not a covered item under our policy per Section D number which states that CHW does not cover any type of leak in the refrigerator. Also, we were advised that the unit might still be under manufacture warranty which would help you replace the issues that has happenedOur policy does not cover units that are still covered under manufacture warranty however you will be able to contact the maker and have them assist.We do regret your frustration however CHW is in full compliance with the terms and conditions of the policy.Regards,CHW

We apologize that you are so upset with this claim, our technician refused to go back to your home even after your last response due to the mold You are more than welcome to have a second opinion come to your home and submit the findings to our claims department Please have the technician contact us and have them speak to our authorization team I will document the notes in the system that the tech will be calling to give us a second opinion for your claim If there is a difference in opinion, our authorization team will review.Please note our policy states that all units must come into the policy in good working order We will not cover any unit that has failed prior to the start date of your policy also we do not cover any unit that has failed due to rust, corrosion or mold as stated before You can reference our policy online at www.choicehomewarranty.com/useragreement and we have also sent you a second policy through email.If your not satisfied with the outcome of the claim after you submit the second opinion, you are still able to receive the full refund that has been offered to you.Please have the technician reference your claim number for the second opinion.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 *** A review of the claims shows that all of the claims that were submitted were handled in accordance to the policy termsThe policy link is included above and there was a copy sent via mail and email upon purchaseThe items are covered in accordance with the policySection Letter D, Number of the policy indicates that expansion tanks and the plumbing for the expansion tanks aren’t coveredFollowing up on the claim for the oven stove cooktop, CHW has authorized a payment in the amount of $towards the purchase of a new unitBased on the information submitted from the technician, the unit is not worth the repairSection Letter F, Numbers and indicates, “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 governments” and “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 appliance” Please call the CHW customer service team if there are any questions at ###-###-#### 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. Please refer to our policy, Section Letter C, Number 4, as it states “…You will pay a trade service call fee (“Service Fee”) per claim… including but not limited to those calls wherein coverage is included, excluded, or denied…”Due to your
dissatisfaction of your most recent claim, our Customer Solutions Department has authorized the funds you paid for your service call fee - $45.00; this was authorized on August 3, 2017.Please allow days for the processing time before the check is mailed out 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:
The ac unit ran just fine the last time we used it - - Sep Your response is what we expectedI noticed that CHW has over Revdex.com complaintsIf I'd known CHW was so shady I'd never signed onRest assured all our friends and family will know about this.
Regards,
*** ***