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 *** Upon review of your claim, we do see that once you placed the claim online we did contact you to advise you that the claim that you placed was not a covered claim we did however dispatch a technician to your home who advised us that there was a clog which was enabling anything to run through, the drain needed to be snaked and cleanedPer our policy, this is not something that we would cover.We did request that the tech come back to your home as a good faith offer however they did not have the staff to do so We did advise you once we have a technician in that area we will send them to your home However if you are requesting that we provide you back with the service call fee, we will place it back onto your policy and when you place your next claim, you will not have to pay the service call fee.This has been placed onto the policy for you as of today, 12/12/16.We do regret your frustration.Regards,CHW

Complaint: ***
I am rejecting this response because:I paid for a leak test, the technician said that the leak was in the evaporator coreWhen I spoke to a Choice Rep about if they would cover the leak fix and add Puron, they told me that "it depends." Furthernore, they couldn't tell me what it "depended" onThis is what is most frustratingAlso, in the link provided in their response, I can find absolutely nothing that addresses the specific issueAlso, this reply doesn't address the fact that one tech left a major component of heater disconnectedTheir reply only addresses their policy of what they "don't" cover, which is part only of my complaintWhen they advertise the fact that they cove the AC, they don't explain that it's limited and is based on componentsIn other words, it is advertising, plain and simpleThis reply by the company is typical of their business practicesFurthermore, anyone reading this can plainly see that they totally ignored the most frustrating part of this ordeal.
Regards,
*** ***

Hello, There have been payments made on claims since joining CHWCHW doesn’t want to lose any customers, however, if you would like to cancel as indicated in the last response you may do soHowever, it would be in accordance to the policy agreement section Letter L, Number If you would like to cancel please call directly at *** Regards, CHW

Complaint: ***
I
am rejecting this response because: The business, Choice Home Warranty (CHW), did not respond directly to this Revdex.com complaint. My complaint referred to providing me with contact information on their contracted service technician they sent to my home. This technician defrauded me of approximately $1095. CHW must have definitive contact info on him if he were vetted properly as their contract representative. If CHW does NOT have contact info on him, they are guilty of unfair business practices in sending a fraudulent person to my home. If CHW does not feel responsible for his actions in any way, they are simply wrong. In any case, CHW's response did not address my request-for-contact complaint directly and chose to discuss a payment they made me which is irrelevant to this Revdex.com submission
Regards,
*** ***

*** ***We do apologize for your frustration and we do urge all customers to review the policy before they purchase it and we urge the customers to contact us with any questionsWe may cover the item but it is the failure that has to be covered.We do regret the aggravation with the claim that you had.Sincerely,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 *** Please accept the apologies of CHW for any miscommunication or level of service that you received that wasn’t outstandingA review of the claim shows it was handled according to the policySection Letter F, Numbers and indicates, “We have the sole right to determine whether a covered system or appliance will be repaired or replaced….” 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”However, based on your feedback, CHW has agreed to repair the existing unitBased on the information, the reason the time was scheduled on your behalf was that it was an attempt to provide you with the soonest next available appointmentHowever, if the time doesn’t work for you, you may call either CHW at ###-###-#### or *** directlyThe reason the technician was dispatched again is because the work order was closed by the technician and in order to resolve the issue, CHW is in need of a current work order and diagnosisCHW values all customersYou have indicated that at the resolution of this claim you would want to cancel your policy, please refer to section Letter L, Number of the policyYou may call the customer service team directly with questions We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

CHW *** ***,Our policy is open to anyone that wants to visit our website and review the terms of the agreement as we stated prior to this responseIf you go to www.choicehomewarranty.com/useragreement you are able to view not only the coverage but the Limitations of Liability exclusions which are very much a part of our policy Your policy was also provided to you days prior to the start date for you to review After receiving the complaint that you placed with the MO Attorney General, we have explained our policy and the outcome of this claim. We do understand that you are frustrated however, CHW does state not only in our policy but in our advertisements that we will repair or replace COVERED claims (systems) This is not a covered claim since the failure was caused by a lack of proper routine maintenance You stated in the Attorney General that you are a licensed technician that did not feel a need to keep track of any of the readings from the maintenance that you had done to your unit Being a licensed technician, you should understand the importance of having the previous readings. At this time we will not provide authorization for this claim due to the lack of proper routine maintenanceHowever, you have paid CHW a total of $for this policy and CHW has paid a total on claims $593.00, as a goodwill gesture we are willing to provide you with a refund minus the claims paid which would be $262.00.We have provided the Attorney General of MO this information and explained to them as well that the unit is not covered per the terms of our policy and that we are offering a goodwill gesture.Thank you,CHW

Dear *** ***,We have reviewed the claim and we do see that Jose did contact you back and tried to reach you on both of the numbers that we have on file with no success, this was on 9/7/16, and he also contacted you on the 9th of September as well with no successThe notations of the claim state that he was to offer to assist you with a goodwill gesture and that offer is available for you at this time CHW is offering to provide you with the amount that you paid for the policy $minus any costs that CHW has paid for $and provide you with the remainder $188.47.We do understand your frustration however; the diagnosis that we received does not fit the criteria for a covered claim under our policy. 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 claim shows the claim was handled according to the policyInitially, the control board needed to be replacedThis was handled and the technician found the drive motor to be burned outThis is a result of secondary damageThe shorted out control sent the surge to the motor resulting in a short outThis is considered secondary damageSection Letter F, Number of the policy indicates that CHW is not responsible for repairs related to secondary damagesCHW did offer to provide free months of the policy based on the issues with the delay in obtaining the initial part and diagnosis and it was declinedThe policy is no longer active 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 ***
A review of the claims shows that the claim was handled properlyBased on the diagnosis that was received by CHW the claim is not covered due to rust and corrosionThe diagnosis that was received was that the heat exchanger was cracked and there was rust and corrosionSection Letter F, Number of the policy indicates that CHW doesn’t provide coverage for rustThere was rust build up and failure, which also indicates this was a preexisting conditionSection Letter F, Number of the policy states that CHW is not responsible for repairs related to known or unknown preexisting conditionsPlease call the CHW 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 *** ***We regret to hear your frustration. The information regarding your dishwasher was accurate. The heater and pump that failed in your unit does take time to fail. Your policy coverage start date was 8/27/and you advised us that your unit was last working on
8/31/2017. This failure would not have occurred in the short lifespan of the policy. The outcome of the claim remains uncovered. 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 ***. We do show that the diagnosis that was provided to us showed that the unit lacked the efficiency If a unit has had the proper maintenance and all coils were cleaned and serviced so the heat in the unit could be dispersed effectively, even though the unit has aged the life expectancy could have pro-longed Per our policy, we ask that you send routine maintenance records, per manufactures specifications for a more favorable resolution Please send the records to [email protected] and please place your claim number of *** so that we can match to the proper claim.We do look forward to trying to resolve this issue with you.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 our web site at *** Upon review of your claim, it was stated that the unit had a failure due to rust. Per our policy, Section FLimitations of Liability #& state that we do not cover failures due to rust. If the unit had any of the failures that you stated “a manufacturing defect, tubes rubbing together due to vibration, the installer did not properly solder the line set to the coil, dissimilar metals touching eating each other, or contaminants in the air that can eat the copper and cause a leak (exdrywall dust, formaldehyde used to make new carpet, bleach or ammonia, etc.)” these are not covered as well. Please see our policy Section F#as well as 15. CHW does not cover failures due to manufacture defectWe do apologize that anyone in our company was rude to you in any way; this is not condoned by any means and will be addressedWe do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policyRegards, CHW

Dear *** *** ,We do see that the check had been authorized for you and it does take business days to process through our automated system to be released. We do see that the check is due to mail shortly, if it has not been mailed out yet.Please feel free to contact our Customer Service department to follow up on the status of the check.We do regret your frustration with the policy.Thank you,CHW

Dear Mr*** ***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 this claim was not covered per our policy Section A#that states all units must enter the policy in proper working order The fact that your policy began on 10/9/with the proof of coverage and the claim was placed on 11/11/15, this failure could not have happened within the few weeks that the policy was in place.CHW offered you many goodwill gestures however you had declined all of them We offered a goodwill gesture of $to assist with the unit and when that was declined we offered to provide you with a full refund however with a full refund we do need to have our standard release agreement signed If you sign our agreement this is our company standard document and we cannot place changes or add on any additional information and since you sent this back to us with your own conditions it was voided.We will be happy to provide you with a full refund of your policy since this claim is not covered per our policy however in order for us to release the funds we do have to have the release back not editedThis agreement would mean that you agree to the resolution since we are not offering to cover the claim because it is not covered in our policy.We do regret any frustration that you have endured and are happy to assist with the goodwill gesture.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/useragreement. Upon review of your policy, you have a different policy that is specifically for our real estate customer’s This policy does in fact need to have an inspection report provided Upon review of the inspection report, it was found that a golf ball was the reason for the failure in the unit.Our policy does not cover failures that happened prior to the start date, this is considered to be pre-existing to the policyWe do see that you paid the service call fee for this claim and as a goodwill gesture, CHW is offering to provide you with a onetime free service call fee that will be added to the policy for the next clam that you might have. 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:
Regards,
*** ***

Dear Mr*** ***,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. Choice Home Warranty strives to provide the best customer experience so we regret to hear that you had less than experience On behalf of our technician, we apologize for them missing your appointment We were able to dispatch another technician for you, who did come to your home to diagnose your unit The details of your situation in regards to our staff, are not representative of the CHW customer experience Please accept our apology for any inconvenience this may have caused We appreciate the feedback as it gives us the opportunity to improve our services.Please accept our offer for a free service call fee for your next claim. 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 a manager has taken over your claim and is working to assist you with having the issue resolvedIf you have any questions, please call the customer service team at ###-###-#### We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Having glue on the unit is not and having it burn off is not normal, this was not a proper installation therefore, this is not wear and tear We are very sorry that you disagree with the outcome of the claim Choice Home Warranty is in full compliance with our policy.CHW