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 *** Your information has been shared with the Customer Relations Manager who has reached out to you via emailHopefully this can be resolved in a very timely mannerCustomer service is key for CHW and we look forward to assisting you with this claim We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

A review of the claims that was placed shows that as a courtesy CHW added Freon for multiple yearsHowever, in CHW received a call to ask if Freon was covered as it was needed annuallyAt that time it was made known that a technician needed to come and diagnose the actual problem before a claim determination could be madeIf Freon needs to be added continually, there is more than likely a leak that needs to be detected in an effort to permanently repair the problemIn accordance to the policy section Letter D, Number 4, leak detection tests are not coveredOnce the leak has been isolated and the problem diagnosed a claim determination would be able to be madeAs indicated previously, CHW wants to be able to continue to provide coverage for the unit, however, proof of repair needs to be furnishedAlso, as you are a valued customer, CHW did offer a goodwill gesture of $to be used towards the non-covered claim as a courtesy 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 Upon review of the policy that you have with CHW, I do see that we have covered the following claims for you:Claim # *** for your Garbage Disposal in the amount of $250.00Claim # *** for your Washer in the amount of $133.13We do regret the frustration that you are going through with Claim # *** for your Air Conditioning unit Please see our policy, Section FLIMITATIONS OF LIABILITYThe following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditionsWe are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure.CHW does not cover units that fail due to rust or corrosion Also, we do require that all units have been properly maintained per the manufacture specifications. We always urge our customers to read our policy and to understand that all policies have exclusions and CHW does follow our policy We do our best to assist the customers and approve claims that are submitted to us We do apologize for your frustration with these claims CHW is in full compliance with our policy.We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

Complaint: ***
I am rejecting this response because: First: Choice originally accepted the claim advising your technician a $"fix." When the technician advised the problem could not be fixed for $100, Choice then denied the same claim as not covered. Either it was, or it wasn'tYou cannot pick and choose if the repair is more than you care to spend. Second: Choice's technician stated to us, verbally AND IN WRITING, that the problem was NOT DUE TO OVERLOADHe is YOUR tech(I previously submitted the electrical company's email stating this problem was specifically NOT caused from overloading.)
Regards,
*** ***

Dear *** *** Please be advised that your check# *** in the amount of $was mailed out on 2/7/via ***. Please allow 7-business days for delivery.Regards,CHW

I am rejecting this response because: The technician recommended from Choice Home warrantee stated that he NEVER told Choice that there was a short to ground. In fact he called Choice on May and explicitly stated that there was no short to ground. After I spoke with the technician, I again called Choice and they changed the reason they would not pay for this covered item. Now they stated it wouldn’t be covered because of secondary damage. (Due to the fan motor going out) The fan was replaced several days before and the system was working properly. The fan motor is a covered item and the system was turned completely off until it was replaced. The technician stated the following. There was no short to ground, Power surge, or lighting strike. The system was well maintained as it lasted nearly twenty years, when only designed to last between 12-years. There was no improper installation of any parts. If there was an improperly installed part it was by the technician Choice recommended. The system worked fine after the fan was properly installed. Choice’s own advertising states, ”Nothing lasts forever, eventually everything wears out. Get the peace of mind of a Choice Home warrantee”. Like Choice’s own ad says, the system simple wore out. Now they don’t want to pay. The Technician sent by Choice that worked on the system is willing to write a statement stating all parts where installed properly, there was no short to ground and the system was properly maintained

I am rejecting this response because: the inside attic coil is not part of the regular maintenance CHW is stating that because they do not want to pay for anything CHW is only interest in their bottom line

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 it was processed according to the policyThe diagnosis that was received by CHW indicated that the evaporator coils had small leaks in the system and wasn’t able to be repaired but needed to be replacedThere was corrosionSection Letter F, Numbers and indicate that CHW is not responsible for repairs related to rust and corrosionThis is not considered wear and tearCHW doesn’t provide routine maintenance as outlined in Section Letter F, Number of the policyThis is the customer’s responsibilityAs a courtesy, CHW provided Freon when you had a leak, however, an inspection of the unit during a routine maintenance check would have indicated that there was a problem 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 your policy, Section Letter F., Number 1, CHW is not liable for “…malfunction or improper operation due to rust or corrosion of all systems and appliances…”The offer of $refund is still available Please contact us directly to accept this offer. Regards,CHW

Complaint: ***
I am rejecting this response because:
The freon was covered the first time around Your technician did not fully address all of the leaks, hence the second freon leak a few months laterI'm not disputing rusted coils, I am however disputing the fact that the freon is not coveredYou covered the King Valve (not the coils)...therefore you are acknowledgment one of the leaks is covered under the warrantyTherefore the freon (which leaked as a result of the faulty king valve) should be covered 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/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 evaporator coil was leaking due to rust and corrosion. Per our policy, Section Letter F., Number 1, CHW is not liable for “…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 stated that you would get a second opinion diagnosis We received information from your technician, which was not a diagnosis, but an invoice for the full system replacement Please understand that CHW did not give prior approval for the change out of your system as this was a non-covered claim Per our policy, Section Letter C, Number 3, it states that “…We will not reimburse for services performed without prior approval.” You were satisfied due to the outcome of the claim not changing and requested to cancel your policy You spoke with our Customer Solutions Specialist who explained to you the reason why your claim was not covered, you stated that you understood You were also offered $to assist on this non-covered claim You accepted this offer.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

*** ***,We do regret that you misunderstood the offer that was provided to you CHW did not cover this claim and we did provide you with $as a settlement for the claim If we believed that a second opinion was needed, we would have sent someone to your home at no costHowever, CHW offered to provide you with half of the cost of the claim, in the amount of $which you did accept as the outcome. CHW cannot provide any further assistance at this time.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 www.choicehomewarranty.com/useragreementA review of the claim shows that it was processed according to the policyThe diagnosis that was received stated that the internal windings in the compressor shorted to ground due to the compressor overheating and needed to be replaced. Please understand that this failure does not constitute wear and tear as the compressor has many safeguards which prevent overheating. The compressor does not overheat from intended usePer our policy, Section Letter A, Number 2, Choice Home Warranty only covers failures that “Become inoperative due to wear and tear;….”Our SrClaims Specialist advised you about the outcome of the claim as well as educated you on how the compressor shorting to ground does not constitute wear and tear. You understood and thanked him for the informationWe 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: Actually since I have no recourse with this company, I will have to accept their response. Even though the following I submit:They received my cancellation request in writing, according to their contract back on Sept6. Once they received my request, they did not cancel my contract. They kept trying to contact my email and by phone. After weeks, I decided to return their attempts. As they told me then, they do not cancel a contract when a written request is received as per their contract!! They always contact the customer and try to talk them out of cancelling before they go ahead and cancel the contract. AND once this is done, which in my case was more than days after they got my written cancellation, then they finally cancel the contract.THEY NEED TO AMEND THEIR CANCELLATION POLICY AS STATED IN THEIR CONTRACT. THEY MISLEAD AND DECEIVE THE PUBLIC BY NOT FULLY DISCLOSING THIS ACTUAL CANCELLATION POLICY, WHICH IS WHY I AM NOT A HAPPY PERSON!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Regards,
*** ***

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 did speak with your technician as you had a second opinion come out to your home He stated to us that the unit was fixed and did it at no cost to you.Our policy does state that we do not cover units that fail due to a lack of proper routine maintenance We understand that you stated that the unit was properly maintained but the technician that came out to your home stated the condition of the unit and that it was in poor shapeHe stated fins were bent and the cap was bad The technician did replace the cap of the unit and CHW did pay for this part although this would be considered a non-covered claim.We urge all customers to read our policy and contact us with any questions.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 unit had a defective door lock mechanism and needed to be replaced. Per our policy, Section Letter D, Number 2, “…doors…” are not covered Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you not satisfied. We strive to provide the best customer experience, therefore we advised you that we would cover the claim as a goodwill gesture You agreed to this You reached back out to CHW to advise that your system was still not working properly Based on the information that the technician provided to us, it stated that the control board fail Please note that this claim is currently under review Once we have reached an outcome, our Customer Solution Specialist will contact you. 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:
First, my husband only replaced the fan because Choice does not have technicians that come out on the weekend He replaced the fan but did not cut any wires I am an honest person and he did not do that. The first technician came out and could not figure out what was happening so he thought it was the fan and capacitorHE rewired the A/C unit to get it working againWhen he was done there were wires hooked to the top of the unit that you could seeWe could not see any wires before he came out!!! As it turns out, he had to come out four different times and still could not fix itInstead of admitting, that he could not fix it he blamed it on us the homeownerAll he could come up with was tampered wires!! We do not expect to be reimbursed for the fan my husband boughtThe second technician that you sent out was greatHe took the time to examine the unit, look it up on the internet for model number, parts, and a wiring drawingYou would not pay for his time because the first technician said that we tampered with itIf the first technician was so bright, why could he not fix it? He was given four chances to do it The bottom line is that you do not believe your customers The only reason we had the warranty was that we could not fix everything in the houseThis was first reported to Choice on July 7th The A/C was finally fixed yesterday (August 20) We had been running two window units since July 7th, which drove, up our electric bill to $for the month We also reside in *** Some days the temperature was & 106 degrees I wonder how fast your A/C would be fixed in this situation Yes we canceled our warranty because we are not getting things repaired properly and I can put the money in the bank and call a real technician to fix my issues
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 claim, we do see that the technician stated that there was a line restriction in the liquid line, this is due to a contamination of Freon and the technician would have to do a blow out of the lineThis is caused by a lack of proper routine maintenanceWe do see that you submitted invoices to us however one invoice was for the technician coming out for the furnace and reported to you that the time that there were multiple code issues and improper work done by whomever replaced the furnace for you. This is not showing any maintenance being done for this systemThis shows that the furnace was condemned and not properly installedThe other invoices that were provided to us was one for June and the other was November 2015. “They state preformed annual tune up.” Once again this isn’t proper routine maintenanceThe records do not show the model or serial of the equipmentThe invoice sent for the one in November states the improper install on the heating systemAgain this is not routine maintenance however as a goodwill gesture, CHW will provide you with the $that you have requestedA check will be authorized to you today 5/14/and will be mailed to your home in days. Please note that our system is a computer generated system and we are not able to send the check any fasterWe do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policyRegards, CHW

*** ***CHW would not cover this claim because it is not certain that the unit itself would work again The motor has to be replaced, the pump would also have to be replacedThe water damaged both and made the unit fail We are willing to offer you funds towards the unit to assist with the purchase of a new unit Please understand that this is a goodwill gesture, not a covered claim We are willing to provide you with our cost for a basic dishwasher which is $ If you would like to accept this offer, please contact us at ###-###-#### and the claim will be notated with the offer.Thank you,CHW

Dear Mr***,The amount that was paid for this policy was $through escrow and the amount that CHW has paid to date is $99.18. Our cancellation process is to provide you with a pro-rated refund, minus claims paid and also minis an administrative fee of $50. That would then provide you back with the months not used. However, we are willing to provide you with the full refund minus claims paid for a refund of $430.82.If you would like to accept this offer, please contact our office and we will send you the proper paper work. Also, since this was an escrow that was not paid directly from a credit card by you, the refund will be processed in a check that is computer generated. Our checks are dispensed in the order in which they are received and they do take approxdays. Thank you,CHW