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 our web site at ***Upon review of your claim we do see that the issue with the plumbing was the pressure valve did need to be replaced We do understand your frustration however; our policy doesn’t cover pressure regulators If the leak was caused by another means, something that our policy does permit we would have been able to provide the coverage for this claim.Since this is the first claim that you have placed, we are willing to offer you a goodwill gesture of $towards this claim We will also place a onetime free service call fee onto your policy. We do regret the frustration that you encountered with the claim however; CHW is in full compliance with the terms and conditions of our policy. Best 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 the system was 50% lbs 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.Based on the pictures we received, it shows that the rust and corrosion caused the evaporator coil to leak 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…”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: CHW needs to provide evidence that the HVAC is under factory warranty because there has been other work completed on the HVAC system by CHW and at that time no factory warranty was mentioned CHW needs to provide evidence of how/why and who to contact regarding the factory warranty they claim is in place since Carrier is denying that it is in fact under warrantyIt appears as though CHW is just making up dates regarding a warranty and actual knowledge whether the warranty is still in effect CHW's response is unacceptable unless they can provide in writing from Carrier that the unit is in fact still covered under my name
Regards,
*** ***

Complaint: ***
I am rejecting this response because:The first invoice was simply an invoice not the detailed print out from a HVAC certified tech that performed the workI provided the detailed report from my HVAC certified tech that described the maintenance that was performed on my unit and it was above and beyond the recommended maintenanceThe report listed the serial number and address to my homeMy HVAC tech and the tech that Choice sent out to my home do not agree with your statement that a lack of routine maintenance caused the compressor to failThis is simply Choices way of avoiding payment for an expensive item that should be covered according to their warranty contractAlso, at no time did I request to cancel my coverage that is the last thing I want to do while attempting to get Choice thandle their responsibility
Regards,
*** ***

Complaint: ***
I am rejecting this response because: in my attempts to go through the reimbursement process, as CHW states is an option if one of their technicians can not properly diagnose the problem (which happened for this unit on MULTIPLE occasions), I was met w/ hostility and the complete refusal to accept the 3rd parties diagnosis; as this diagnosis provided a long term solution and naturally was more costly CHW has no respect for it's customers as I experienced when working w/ the customer service "Manager" whom yelled at me and hung up on me on several occasions I was forced after weeks of back and forth to come fully out of pocket ($5K+) This I'm convinced is what they are trained to do and it, in my opinion is an utter scam This is the exact reason why 89% of the reviews on Revdex.com are negative and they currently have 2,complaints I've also wrote a letter to the Office of the Attorney General Consumer Protection Division This type of customer relations and business practice is not acceptable and I will make sure it does not happen to another customer
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 I do see that our customer service department did advise you that the access was not covered, I did listen to the phone call that you had with Lakita and I did not hear her state that the replacement would be a covered item but as a goodwill gesture I will authorize this for you and you will receive a check in business days from today 11/13/ We do regret the frustration with this claim however; CHW is in full compliance with the terms and conditions of our policy.Best 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 has been noted that your claim was handled in accordance to the policyThe claim was not covered as indicated in section Letter D, Number 5, CHW is not responsible for repairs to dampers 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 it has not addressed the inconsistent information that has cost me funds. Also, due to the inconsistency of information, the service fee of $for the refrigerator needs to be waived
Regards,
*** ***

Dear *** ***, We last spoke with the technician on June requesting that he email a statement of what was repaired He confirmed that he has in the past and will send another one We also sent him a reminder email Please understand that there was a chance he was not available during the holiday weekend At this time there is nothing further we can do as we have already advised you to contact the technician directly as this is a statement/request we do not offer Once again, you can reach the technician directly at ###-###-####.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 with the policy as outlined in section Letter F, Number due to rust and corrosionThis information is outlined in the policy terms and conditionsAlthough we would hate to lose you as a customer, we can make the necessary arrangements to cancelHowever, please make a note that your policy will be canceled in accordance to the terms of the policy outlined in section Letter L, Number which states If 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 UsPlease call our customer service team at 1-888-531-and they can assist you with your request 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 www.choicehomewarranty.com/useragreement. We do regret your frustration however in review of your claim, we do see that the claim requires access which is not covered per our policy To date CHW has provided you with $in paid claims, as a good faith gesture rather than going through Section LCancellations, we are willing to provide you with the refund of the paid policy of $with the subtraction of $for a refund of $ However if you chose to keep the policy, CHW is offering a goodwill of$ We ask that you either reply to this email or contact us at ###-###-#### and let us know which you decide to take of the offers.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

*** ***,We do apologize that the postal service misplaced the check and we are happy that you did receive it We have documented that you received the check and that the claim is closed.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 *** It appears that we have had the opportunity to work with you regarding your claimPlease feel free to call us directly in the event you have any questionsOur customer service team can be reached at 1-*** We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy 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
However, employees of the company misrepresented coverage, stated I would get calls that were never made and the policy itself is misleading at best. Choice needs to review their method of doing business. As an example, Pool Coverage actually doesn't cover much, if any, salt water pool equipment. Most warranty companies have Pool Coverage and Salt Water Pool Coverage so that the proper coverage can be purchased. Choice doesn't, charges the cheaper non-salt rate and doesn't tell the consumer up front. There are many instances of this throughout the policy and that is why there are so many consumer complaints
Regards,
*** ***

Dear *** ***We do apologize for the inconvenience this may have caused you. We have contacted our IT department to remove your information from our do not call or email list. Please allow one week your information to process. If you continue to receive solicitations,
please forward the email to us at [email protected], so we could revisit the issue. 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 ***
We do apologize although we do not have control over the shipment for the time that this has takenThis claim shows to be completed as of the 20th
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy
Regards,
CHW

*** ***We do apologize for any delay; we cannot provide any information about the date that the part will be delivered, you would have to contact CHW’s customer service for assistance Please contact them at ###-###-####.For your inconvenience we have added a onetime free service call fee to your policy for the next claim that you might have to place.Thank you for your understanding and for being a valued customer of CHW.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 is diligently working on locating a technician that will be able to correct the issue with the water softenerBased on the notes, CHW was informed by you that there is only one technician in your area that works on this particular water softenerWe will continue to work diligently in an effort to have this fixedPlease be advised that the Reimbursement option that was presented to you is still an available option in expediting the fixing of your unitIf you would like to take advantage of this option please call the customer service team at ###-###-#### to have the form sent to you 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: Based on the response Choice Home Warranty provided the Revdex.com, the diagnosis has changed from what I was told by the technician at *** *** ***The diagnosis I was given is that the compressor failedI was told the AC Freon was fully charged and the technician did not indicate there was any sort of leakOn the receipt provided by *** *** *** there is no mention of the Evaporator Coil leaking Freon During my interaction with the technician, he also never indicated rust and corrosion nor did he say the Evaporator Coil was leaking FreonIt's bad enough Choice Home Warranty did not cover any of this repair, but now the company is saying something contrary to what's on the report I received.I previously stated that Choice did not respond timely after diagnosis. I was advised the reason was due to there being a mix up between another customer and my reports which was due to us having similar namesChoice also mentions I cancelled the policy after they denied my claimOf course I cancelledI was given an ambiguous reason for denial of coverage and no one spoke to me personally, explaining the rationale behind the denial, which to me is dismal service. I was just said refer to line 12, failure to maintain the unit, with no explanation of how they came to this conclusion.My unit is extremely old and has been well maintained for its many, many years of serviceIt worked great when I purchased my home and provided excellent coolingI stand behind my belief that the denial is due to Choice not wanting to pay for any repairs and the age of the ACI firmly believe Choice should not claim that age doesn't matter when consumers purchase their home warranty policies if they are not going to honor the policy.The only satisfactory resolution to this matter is to repair the ACMy family is living in Phoenix, AZ with no central airRegards,
*** ***

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 ***t We are definitely sorry for the ordeal you have enduredWe have reported this information directly to our Territory Manager as well as our Vendor Relations team to handle thisYour claim is still open and we are currently awaiting the diagnosis from the technician to determine your coverages We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW