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. A review of the claim shows that it was processed according to the policy Based on the diagnosis that we received, it stated that he Freon leaked out of the system due to bad shadder valves, making the Freon leak secondary damage.Per our policy, Section Letter F, Number CHW is not liable for repairs related to “…secondary damages…”Our SrClaims Specialist advised you about the outcome of the claim and our policy in which you understood.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:this is a paragraph from there booklet you get when you take out a policyThe air conditioner section seys they will replace the unit if it is not fixable No where in this paragraph does it say you must keep detailed records of serviceAll I ask is honor there contract and fix it or replace it
Regards,
*** ***

Complaint: ***
I am rejecting this response because:This ductwork has been in place and working since with no problems, it suddenly stopped working on Dec and Choice Home No-Warranty corefuses to stand by their agreement
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 ***. We do regret the frustration that you have experienced with CHW, we do see that you have placed claims with us and the prior claims have been approved claims that CHW did pay out on Since you are so upset with the company and the way the claims are processed, the customer service, and the hold times, we are willing to offer you a refund of the paid policy and subtract the amount that we have paid in claims to provide you with a refund of $420.00.If you would like to accept this offer, please contact our customer service department at ###-###-####, please advise them that you would like to accept our offer and then a release agreement will be sent to you Once you have signed and returned the agreement, we will process the funds back onto your credit card or place it into a check for you.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 be advised that refunds may take up to business days from the cancellation date, however, we have put in a request to expedite your refund.For any further questions or concerns, please contact us directly at ###-###-####
Monday-Friday 9AM to 6PM EST.Regards,CHW

I am happy to report that CHW and the Mr*** was able to successfully resolve this claim Regards, 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, on the condition the repair is made in a timely mannerI reseverve the right to resubmit if CHW continues to not follow thru with their promises
Regards,
*** ***

Dear Ms***,The claim was not covered because the technician stated that the unit lacked proper routine maintenanceThis would be the yearly date that there is a technician that comes to the home and cleans the unit, checks all the levels and makes sure that the unit is working properlyThat is what CHW is stating that the unit is lacking.In reference to any kind of money, CHW does not have a buy-out offer for this claim because it was not coveredWe will only provide a buy-out for a covered claim and again, this claim is not covered.We do regret your frustration however if you can show that you have had routine maintenance by the a technician, please kindly send that to us and we will be able to review.Thank you,CHW

Complaint: ***
I am rejecting this response because: how can there be a dollar cancel fee on a month to month contract, bottom line is they took my payment in advance so no matter if I cancelled or not they should have covered me for the mobth I paid for
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 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 policy, we do see that you paid $for a year and during that time, not a month later you submitted a claim for your Air Conditioning System in which CHW did assist you withCHW covered a portion of the claim due to secondary damages as stated in Section F#The initial failure was with the blade which caused the motor to failCHW did provide the technician with the funds to pay for the initial failure
The second claim was not covered due to the fact that rust and corrosion is not a covered portion of our policy; rust and corrosion is the failure, if it is or not, we do not cover this type of failurePlease note Section FLimitations of Liability #as well as $
Your technician provided us with a diagnosis that stated that there was severe rust and corrosion on the unit which caused the evaporator coil and condenser coil to leakThis is not a frivolous reason for not covering a claim; it is a legitimate reason which is a non-covered failure of the policy
In reference to the refund of the policy, you are subject to pay an administrative fee, plus back what CHW has paid for the claims in the policy and then provided back the amount of months that you have leftThis can be found in Section LCancellations of the policyThe only difference is your administrative cost is not $as you stated however it is $which would be deducted and you would be refunded the amount of the months not used and charged for the months used
If you would like to cancel the policy, we ask that you either contact CHW or write a letter for cancellations
We have documented the fact that you would like to cancel and ask that you review your policy
CHW is in full compliance with the terms and conditions of our policy
Thank you,
CHW

Dear Linda ***, 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 it was handled in accordance with the policy section Letter F, Number which states, “We are not liable for or routine maintenanceWe will not pay for repairs or failures that result from the Contract holder’s failure to perform or routine maintenanceFor example, you are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement”Records indicate that the compressor shorted to the ground causing an internal failure and you were able to have this replaced under the manufacturer warrantyCHW values all customers and would not want to lose any customers, however, a request has been placed for the cancellation department to call you to resolve your request 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:While I did speak with a CHW manager over the phone, and he did call the tech to "prove" that the charge was $145, there were no documents provided to me, and yes I did ask for them, to prove that was what the charge for the service wasI asked multiple times for something in writing, but the manager insisted that your systems weren't capable of providing that informationAfyer reading this response, I continue to be dissatisfied with Choice Hone Warranty's poor customer serviceIt turns out it was the dryer that caused the breaker to go out in the first place but I had already been so frustrated with your service that I cancelld the policySo now something else I could have made a claim on I had to buy out of pocketThough I'm sure you all would find a way to worm your way out of approving a claim on my appliance.
Regards,
*** ***

*** ***,Your policy was purchased on 1/20/16; your policy began on 2/20/ Per our policy Section ACoverage #states that all units must be in proper working order the date that the policy begins It also states in Section FLimitations of Liability #that we do not cover any known or unknown pre-existing conditions whether known or unknown There was a piece of metal in the inducer motor; the technician advised CHW that this is not wear and tear.As a goodwill gesture CHW is willing to provide you with a full refund of the policy that you purchased We are offering this to you because this claim is not a covered claim and we cannot overturn a non-covered claim Our policy clearly states that we do not cover failures that have started before the policy had.If you would like the full refund, we are willing to provide it to you even though CHW did spend money to have a technician come to your home.Please contact us and we will provide you with the proper paperwork.Thank you,CHW

,I do apologize, I am having trouble finding your policy numberCould you please provide me with the number? How did you sign up with us? Are you sure it was with Choice Home Warranty? I will be happy to provide you with the $but I do have to have an account to close to do that with
CHW cannot take anyone's money out of an account without the customer signing up with usCan you please tell me when you signed up?

Complaint: ***
I am rejecting this response because: we have since received our credit card bill to pay the $and still no refund. Very poor customer service.
Regards,
*** ***

Complaint: ***
I am rejecting this response because: this is a repeat of the same statements your people have made before and nothing changed hereYou are clearly lying about the part and clealy shrugging off the responsibilty based on the contract you made with me
The paragraph you quote.....does not say that you do not need to pay for the repairUnlike what you told me that part is not available it is availableAnd you should have fixed it. And worse yet is even if the part were to be unavailable (which I wrote is a lie) you are required by your paragraph to pay for the PART + THE COST TO INSTALL IT....$Would not cover that either that would have been around $500.The paragraph you quote says.. We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color..in order to replace it, I am not asking for color or measurements...but I am asking for replacement of similar features, capacity..the fisher pakel is a dual bin dishwasher, with many features....and the only replacement would cost approximately $1,200.It is only in the forst days of the contract that you have more wiggle room, we have had the contrract a long time more than that.So it should have been repaired but now it will need to be replacedPlease issue a check for the dishwasher to be replaced.
Regards,
Abe ***

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 *** We are happy to hear that you have spoken with a manager and have reached a mutual agreementPlease call our customer service team directly if you have 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 *** ***, 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 ***
* It appears that you have already canceled your agreement with CHWWe value all of our customers and had been waiting for your return call in an attempt to have the claim processedWe regret that you have decided to end your relationship with CHW 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 CHW did reimburse you at our ratesPer our policy, if you use the reimbursement option, CHW would speak with the technician and receive the diagnosis Once they receive the diagnosis we advise the technician of the pricing that we have and we will reimburse our customer at our rates The amount that we would have paid would have been for parts $215, labor $97.50, =$minus the service call fee of $would be a reimbursement for the one claim at $which CHW did send to you.The other claim in which you used your own technician that was placed first, CHW did provide you with the reimbursement at our rates: $62.97, $and $minus the service call fee would be a balance of $in which CHW did reimburse you with.Our reimbursement pricing was explained to you on 8/10/when you requested to use your own technicianThis is also stated in Section FLimitations of Liability #“…We will provide reimbursement for the costs of those parts determined by reasonable allowance for the fair value of like parts.”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: The technician onsite did not indicate that the condenser unit had failed due to rustingThe only rust evident was found on the inside coilThe company failed to address the fact that the condenser unit is a separate covered item and had a leak that they failed to have repaired or the unit replaced