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 policy that began on 10/18/15, we do see that you placed a claim on 11/2/for your Air Conditioning System The technician advised us that the unit had a large hole in the coil and that this issue could not have happened within the time period that you had your policy Per our policy Section ACoverage #states that all units must come into the policy in proper working order It also states in Section FLimitations of Liability #that we do not cover issue of pre-existing to the policy start date. CHW did try to assist you with a goodwill gesture of $towards a new unit but you chose to cancel your policy with us Since your policy has been cancelled and you did receive your refund, we are not able to assist you any further.We also regret the frustration that you have had however CHW is in full compliance with our terms and conditions of our policy.Best regards,CHW

Dear *** ***,We do regret your frustration with the policy that you have chosen to purchase CHW does follow the advertising that we have online on our website We do in fact cover claims that are listed as covered items under our policy.CHW also is permitted to not cover claims for a lack of proper maintenance providing it is justifiable and in this case, it isA compressor that has shorted to the ground can only fail within four ways and all of the ways that they can fail is listed as exclusion to our policy.Since you clearly disagree with the terms and conditions of this policy, we are offering to provide you with a refund of the amount that you paid for this policy and subtract the amount that CHW has paid out for the claims that we have covered You paid a total of $for one year of service and CHW to date has paid $for claims We are offering to provide you with a refund of $which is more than what would be provided to you if you were to cancel the policy, If you would like to accept this offer, please contact us at ###-###-####.Thank you,CHW

Dear *** *** We regret to hear your frustration and dissatisfaction. Please understand that rust and corrosion did contribute to the unit’s failure. Therefore, the outcome of this claim stands. Regards,CHW

Complaint: ***
I am rejecting this response because:
Regards,
*** ***This is not true! Out of all my claims for the same issue, only once was a tech assigned and over hours laterAnd when I contacted them, they refused as they were not licensed in my stateNo other time was a tech ever assignedI was told multiple times that nobody was available and that wasn't your problem but mine and I should try to find my own tech and be reimbursed even though you have completely refused to reimburse me for the initial I paid to my own tech the first time that never fixed the issue! I can't get a tech out here myselfMy contract states that the process should unfold as you stated wishing hours and you sending a tech and it is not being fulfilled!! Get someone here and get it fixed! And reimburse me for the money I'm already out of pocket on. Mad of now it's been hours since I filed the claim AGAIN and I Still have no contact from you about a tech!! You are not keeping your end of the contract!! Breach of contract!!

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 that the claim was handled properlyThe diagnosis received from the dispatched technician was that the unit was out of Freon, the condensing coil had multiple leaks, and the condensing coil also had rustBased on this diagnosis the claim was not covered according to Section Letter F, Number of the policy which indicates that CHW is not responsible for repairs related to rust and corrosionYou requested to have this information sent to you and it was emailed to the email address on file on 9/27/at 7:48am and 10/14/at 1:25pmPlease check your spam as it was sent at 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: Although Choice Home Warranty claims to have sent the check, they have no proof and have provided nothing to show that they actually sent it I did not receive payment per contract There was no check! They admit it has not been cashed nor can they provide any tracking information, so my assumption is that it was not EVER sent Then to asked me to pay for their check cancellation fee is ridiculous and unacceptable Thats not what I contratced for, so to do so should be to void the warranty and then they would owe me $for my contract fee. Again, I have not received the check for this claim My machine that was covered under warranty was said to be un-repairable by their tech on May 17th and today over days later, I still have not been reimbursed for the replacement costs of the machine Choice Home Warranty has not lived up to their side of the contract
Regards,
*** ***

Complaint: ***
I am rejecting this response because:your practice and advertisement is deceptive Just because you have the rule not to replace older units due to rust and corrosion does not make it right As I stated before, what unit that is as old as mine not have rust? In your response, you clearly noted exclusions but did not outline when you would replace or repair an older unit I think you would be hard pressed to find a unit as old as mine that does not have rusts or corrosion Your response is unacceptable I contend that this is an unfair and deceptive rule and needs to be changed to specify when older units would qualify for repair
Regards,
*** ***

Records indicate that your account has received creditsOne for and one for both on July 28, for a total of In accordance with the contact section Letter L, Number 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 UsThere was a claim paid on July 25, for $and the administrative fee of $was subtractedThe cancellation request was after daysRegards, CHW

Complaint: ***I am rejecting this response because:I do not understand how you claim to have paid someone when that person did nothing to resolve my plumbing issueHe made a giant hole in my ceiling for no reason, that now I have to pay out of my pocket to fix itI paid premium for years and months, for the service fee, and for access since your technician claimed that it was from the pipes and he needs to access them and you did not cover itThis brought my spending to and I received back that put me at loss of plus all the expenses of my ceiling patch upI have called my other companies and they all came and performed free assessment, versus your company of claiming the for the assessmentYou cannot claim it fixing, because the problem still remains and my ceiling got cut openYour sales rep talked me into signing up saying that there is no termination fee and then talked me into signing up for more than one year, but I guess I was an it for falling for the liesTo top all my losses, I experienced the worst customer service in my life, you have the most unprofessional and rude people working for your company. 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 www.choicehomewarranty.com/useragreement A review of your claim has been done and it has been processed in accordance to the policy. The diagnosis from the technician indicates that the compressor was shorted to the groundThis is caused from excessive overheating of the compressor which occurs when there is a lack of proper routine maintenance on the unitAs indicated in the policy, section Letter F, Number 12, this is not coveredCHW doesn’t require that maintenance records are shared, however, in the interest of the claim, you are invited to submit the maintenance records to be reviewed in hopes of a more favorable outcomeIn the event you decide to submit this information please send it to [email protected] and be sure to include the claim numberAdditionally, it appears that although the claim is a non-covered claim, the CHW team has extended a goodwill gesture of providing $towards repairsIn the event you want to take advantage of the goodwill gesture that has been extended, 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

Complaint: ***
I am rejecting this response because: The contractor you sent me from Topeka said he no longer did work for Choice Home warranty because he doesn't get paidIts funny they hab to send someone from *** **to Topeka Ksto look at my washer which he barely didHe rolled the drum and said it needed a tension bar and possibly a valvedidn't bring a tool in seemed like one of there minions with the outcome already decidedNo company vehicle or uniform no credentials
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 *** A review of the claims shows that the claim was processed properlySection Letter D, Number of the policy indicates that countertop microwave units are not coveredAlthough this unit has a trim kit, it is still considered a countertop unitHowever, as a goodwill gesture and in the interest of customer service, CHW agreed to purchase a new unitPlease accept the apologies of CHW for the delay that it has taken for you to receive the unitIt has been ordered and will be delivered directly to youIt appears that you have been working with a manager at CHW to have this resolvedIf you have any questions, please call the CHW customer service team directly at ###-###-#### 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:Yes, I certainly don't want stick with the warranty company who makes fun of the my issuesSecondly, thanks to CHW for letting me go.But the amount offered is far too lowIf you would look at some of the instances of our claims, you will notice that CHW had to send a technician times for the same issue/problemYes, I paid $almost everytime and CHW had to pay even more and I realize thatBut the question remains, why same company times for the same problemDon't you think, it's high time they realized that their contractors are not competitive enough to fix the problem in one go; then CHW had to pay them twice and now they are passing it on to us in there calculation of $1206. When I bought this warranty from CHW for both the properties, the sales man very conveniently mentioned that I could get out of the contract any time I like and get the refund which will be pro-ratedThe pro-rated he described was the amount paid during the contract period from the total $ amount paid to remain in contract for and years for both the propertiesi.e., $per year for both the homesThat's the sole reason why I bought this warranty for both the houses for and yearsNormally, a person will buy for a year if he/she is trying out a new company but I did for years in one goI totally trusted them. And now, most of them are rude and fighting over the phoneTrying and quoting my mistakes.
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 *** Upon review of the claim it appears that claim was processed according to the policyThe policy outlines in section Letter D, Number that leak detection tests are not coveredIn order to isolate the problem, a leak test was neededThe result of the leak detection test was able to help with the decision of the claim being one that is not coveredThere was corrosion on the copper lines of the coil and the end plates were rustedThe coil leaking internally was caused by the corrosionIn accordance with the policy section Letter F, Number rust and corrosion are not covered 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:I understand how warranties work, however my complaint was that my a/c unit was not in poor condition I have had the unit serviced annually since having the home built in The unit is not leaking any kind of fluids or freon as reported by contractor When I called to ask contractor what he had reported to choice warranty he hung up on me but to my otter surprise showed up on my door step with a new compressor to install (see attachment) Now you tell me, if the unit was in poor condition why would he want to replace just the compressor? It holds up my theory that he reported fraudulent information to the warranty company in order to get full retail for the job Why would he think, even if what he said was the truth I would have him complete the job? Also the remedy for customer is not just fire me as a customer, it would be to further investigate the matter because unfortunately you can employ some scamming contractors.Regards,*** *** DNA .AOLWebSuite a { text-decoration: underline; cursor: pointer} .AOLWebSuite a

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 section Letter E, Number 6, which indicates CHW is not responsible for flat or build up and part of the roof was not plastered properlyAdditionally, improper installation or previous repairs are not coveredThe leak would have been prevented had it been plastered properlyCHW is not able to send a copy of the diagnosis but you can reach out to the technician for more information We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear *** ***, Upon review of your yearly policy, we do see that CHW has paid a total of $in authorized claims. The last claim that you placed, it was stated to us that the failure was due to the condenser coils having a leak and the valves in the compressor was not pumping, there was a restriction in the evaporator coilPer our policy CHW does not cover failures that are caused by a lack of proper routine maintenanceWe will be happy to review any records showing that you have had routine maintenance completed by a licensed technician. Please kindly send your routine maintenance records to our inside technical staff at *** and we will be able to review the claimIf you would like to go to mediation, please follow the steps it states in the policy Thank you, 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 your policy that started on 5/26/15, I do see that you placed a claim for your AC on 5/28/days after your policy started The technician explained to us that the unit was completely out of Freon CHW does not cover a leak test and if you would have wanted one completed, you could have had it done CHW did not cover this claim because you did not come into the contract with you unit in proper standing order days after the policy started and your unit did not have Freon inside, shows CHW that you did not have it properly maintained as well Per our policy 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.Also please see 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 conditions.I understand that this is frustrating and I do apologize for any aggravation but the technician did do a diagnosis of the unit and called CHW to report the issue That is what you paid him the $service call fee for CHW does not receive that money, the technician does for coming to your home We cannot reimburse you for something that we did not collect.I do see that you were a monthly customer and that CHW did give you a goodwill and refunded back to you the last payment that you had made in the amount of $ Once again, I am very sorry for your frustration and that you chose to cancel the policy but CHW was in full compliance with the contract.Respectfully,CHW

Complaint: ***
I am rejecting this response because:It is the opinion of CHW's contractor that it was installed wrongMy house was built by a reputable builder Grand homes, and they went thru city inspectionThe furnace was inch, and the coil was I called the builder, and they told me although its better if they are the same size but if manufacturer allows the installation and the city then it can not be termed as wrong...so their first claim is entirely wrongI signbecause their advertisement said everything covered and if we can't repair we replaceThen in the fine print copy of the warranty, they have excluded almost everything which is costly, and this is totally wrongI was with another company, and they cover everything including coil I thought their add says A/C so it's covered...coil is one of the main components and if they don't cover that what else they can cover?it's not just me but there are plenty of people in numbers out there who were scammed by themNot only that in my research I found the CHW have been fined heavily for such practices in past, by the court, and that was after I signed up with them but I was not awareIt seems like they didn't stop scamming the consumers
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I have never rejected any offer A possible offer was made on 7-30-when the denial was for the reason of rust on the coil We have information that the amounts in the possible offer given was not correct They were to provide verification of an offer with the denial due to rust on coils and the picture showing the rustWhen we stated that we had the pictures, they stated their computer system went down and could not discuss the picture but would send email Then we get an email stating the denial is now due to lack of maintenance and nothing else If they will listen to the phone call on 7-and 7-we were told that email would be sent to us in regard to why the denial is now lack of maintenance and present the offer/offers so that I might review them with my husband In that phone recording I state to "leave all options and offers opened for us to review" and Allen stated he would leave open and send the email The unit has been fixed at our expense All we have ever asked for from Choice Warranty is to cover the repair and show without a doubt the reason for the denial They will not consider any of the proof we have to dispute their reason for denial or Choice states it will not affect the denial We were promised by different individuals on 9-25-a return phone call to discuss the circumstances No return phone calls were made but *** with Choice said he thought that meant we wanted the case closed We wanted return phone calls to resolve this We have sent an email from the current company that does yearly maintenance on the units since showing in perfect working order but are old The items we have to prove our side are as follows: we have lived in the home for years and can state the company and year they covered the yearly maintenance; yearly maintenance reports; written verification of the filters being changed every months as well as maintenance company changing; receipts showing filters purchased for the units that will cover the month the claim was filed and previous months; maintenance report in June, showing unit in working order, all levels correct and no freon needed (per AC distributors, servicemen and manufacturers no other maintenance is needed); statement from another company stating due to age; estimates on repairs; Choice serviceman stating no rust on coils; pictures from Choice serviceman showing no rust on coils; phone calls with myself and Choice representative that can be replayed verifying statements I have made; verification of the expense paid by us on the unit; verification of the costs incurred for 2nd and 3rd opinions; heat wave and Texas and expenses due to temperatures being well over 100, etc.
Regards,
*** ***