Bass Services, Inc.

The claim was processed in accordance with the policy section Letter F, Number which states that we are not responsible for repairs related to inadequacy, lack of capacity, improper installation, mismatched systems, oversized systems, undersized systems, previous repair or design, manufacturer’s defect, and any modification to the system or applianceAlthough CHW doesn’t required that routine maintenance records are submitted you are invited to do so to have your claim reviewed in hopes of a more favorable outcome You indicated that you wanted to cancel your policy and in accordance to 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 UsIn an effort to work with you however, CHW has provided a release agreement that will allow a full refund of the price paid for the policyThe only way to honor the request for the full refund is to have it signedIf you would like to cancel your policy without the agreement, please call our customer service team 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 www.choicehomewarranty.com/useragreementA review of the claim shows that it was processed according to the policy. Based on the diagnosis that we received, it stated that compressor stopped running after power surgePer our policy, Section Letter F, Number 8, CHW is not liable for “…electrical failure or surge…” Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you understoodYou reached out to us stating that you got a second opinion who stated that he made a terminal repair and added Freon to the unit. Per our request, you submitted the paid detailed invoice of the repair; we did not receive the diagnosisPlease understand that a disconnect terminal disconnect can be caused by a power surge. At this time, the outcome of the claim remains the sameWe strive to provide the best customer experience, therefore we offered you funds in the amount of $of goodwill funds to assist you on the non-covered claim. You accepted this offerWe 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: First of all you as a company are responsible for the service you provideThe Tech that was first sent to my home do not do anything to solve the problemMy air unit was cooling at night by was not cooling during the dayThis is why I called for serviceThen once the first tech came out my air stop working completely I did not give a date the customer service gave estimated dateWhat kind of company would try to fault the customer.No your company should refund the money back as requestThe company you sent was not even a known company both times. So I pray if you continue to do business like your doing that some one cease your businessNo good will come from trying to con people. The large amount of complaints on Choice in the reviews tells the truth about your customer service
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 there was internal failure in the compressor This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor This failure occurred from a lack of proper routine maintenance.Per our policy, Section Letter F, Number 12, CHW is not responsible “…for repairs or failures that result from the Contract holder’s failure to perform or routine maintenance...” Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied We strive to provide the best customer experience, therefore as a goodwill gesture, we offered you $towards the repair You declined this offer. Due to your dissatisfaction, CHW will honor the $goodwill funds and add a free service call fee to your policy To accept this offer, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm EST.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. A review of the claim shows that it was processed according to the policy Based on the diagnosis that we received, it stated that condenser failed due to heavy rust and corrosion as well as the compressor failed and needed to be replacedThese failures occurred from a lack of proper routine maintenance 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…”Per our policy, Section Letter F, Number 12, CHW is not responsible “…for repairs or failures that result from the Contract holder’s failure to perform or routine maintenance...” Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied If you would like to further dispute this claim, you can send your proper routine maintenance records to *** for review If the records show that the unit has been routinely and properly maintained we would adjust the claim accordingly. 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 your claim shows that the claim was processed in accordance with the policyThe diagnosis received by CHW is that the evaporator coil was leaking and there was rust on the coilSection Letter F, Numbers and of the policy indicates that CHW is not responsible for repairs related to rust and corrosionCHW did offer to provide assistance with the non-covered claim by providing $to assist as a goodwill gesture, however it was declinedA request was forwarded to the Disputes Team at your requestA response was sent via email on 10/4/from the Disputes Team to the email address on fileIf you would like to take advantage of the $assistance, you can call the customer service team directly and upon receipt of the paid invoice, they will make arrangements to have the funds sent to 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 dissatisfaction in our response. Please understand that once a technicians goes to the home and gets the diagnosis, they should be sending the diagnosis to our in-house technicians right away. In this case, we reached out to the technician a few times until we received the diagnosis on 10/30/2017.We thank you for bringing this issue to our attention as we have forward this matter to our Vendor Relations Manager. We are always looking for ways to better our service, and your feedback is an invaluable part of that process.Regards,CHW

The reply of Choice home warranty is all false.They have the records that last year their assigned contractor checked theA/C system for proper maintenance and they even loaded free on gas.They should abide by their sales pitch, " Nothing lasts for ever, normalwear and tear can create problems and we take care of it without any hassleto you,"Now their attitude is like a con-man.Thanks indeed for your intervention.Regards,Jasbir *** ***Houston

Complaint: ***
I am rejecting this response because: If the unit was burned out it would have never turned onIf you know anything about how electricity works you would have not said thatHave you ever heard of what they call a fuse? or a breaker fuse? it would have trip it first before it burned the motorI think if you would hire people that understand how an AC unit works we would not be going thru this BS todaySince I replace the fan motor unit is working like a champNo thanks to your servicesYou can do what ever your sec 1,2,3,4,5, has on the contract but this is bad businessI will never tell anyone to buy a home warranty from First ChoiceAs for me not worried about it for others who rely on a company like yours to protect them I fill so sad for the others customers you have left hanging that have no other way to help them selfsYou should be a shamed of your self for taking advantage of peopleThis is America and we need to protect one and other, not take advantage of each other.
Regards,
*** ***

*** ***,If you could please advise us of what you are seeking since you are not contacting us in reference to your pool, which is why the complaint was placed I am Tracy M and will be happy to assist you as I stated in my email I do not know why you would receive that it was undeliverable unless it was mistakenly spelt incorrectly Regardless, you are more than welcome to email me or Tamar and we are willing to provide you with the remainder of the CAP for the pool and if you have a different issue with a different claim, please kindly let us know If you would like to accept our offer, email is the best way for us to respond.Thank you,Tracy M

[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 meAs long as I receive the $that I was told was the prorated refund then that will be fine, but my unit had no broken parts or any holes in it before I contacted your company to come out to reply to my service request.I would also like to state for the record that if you cant even fix a problem on the very first service call after a consumer pays for their policy in full to you, that in itself is very unprofessionalPlease send my refund asap as I will now have to find someone to fix this problem immediately since I am now left after this experience with your company and cold weather already here in my area
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 claim shows that the claim was handled in accordance with the policyThe diagnosis that was received was that the tank is leaking and requires replacementSection Letter D, Number of the policy indicates that water heaters are covered, however, the exclusions include the fuel, storage or holding tankThe leak is coming from the tank so it is not covered 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: THe company never actually sent me teh transfer paper and I was told to read teh fine print on my bill, whcih is paperless and on autodraftMy emails to the sales rep and teh email tehy recived shoudl have prompted a custoemr service call as not all companies hav eteh same temrination or transfer policies.
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
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 claim shows it was handled accordinglyThe technician that was dispatched provided a diagnosis to CHW that there is no mechanical failureHe indicates that he tested the motor and it is running and just making a winding noise due to fluctuating weather changes that causes the bearings to swell, other than that, there was no mechanical failure foundCHW values all customers and wouldn’t want to lose any customers, however, if you would desire to cancel your policy, please refer to section Letter L, Number of the policy and call the CHW customer care team directly at ###-###-#### 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
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 your claim, we do see that you placed a claim for your AC System. Per the diagnosis from the technician it was explained to us that the unit lacked proper routine maintenance. The compressor was over amping and overheating and cutting offIt was reported to CHW that the unit was found to be in poor condition with a clogged filter on the first visitWe did speak with the technician to ensure we had an accurate diagnosis and it was reported that the first visit the filters were clogged, this was changed and during the second visit the issue was that the compressor was short cyclingCHW doesn’t record proof of routine maintenance, however based on the non-covered claim, you were invited to submit the records for a review of the claim and hope to overturn the outcome, however you disconnected the callIt was requested that the policy be canceled so it hasThe claim was not covered in accordance with the policy section Letter F, Number that 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 We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

*** ***,Thank you for advising us about the dryer, we will contact the technician sine we did provide authorization for the unit to be fixed You will hear back from us in a few days to find out what the delay is.CHW

Complaint: ***
I am rejecting this response because: I have not received the emails that you mentionedI have checked my inbox and even checked my spam folderGo ahead and mail the letter of declination to my mailing address on file: *** *** *** *** ** ***Furthermore, please stop referring to me as being frustruatedI am not frustruated in any wayI'm not asking for any special favors or for you to even bend the rules for meThis is a matter of principle and there will be no negotiatingMy repair costs incurred will be reimbursed back to me in fullYour other customers may roll over let you get over on them, but not this one.Make sure that your letter of declination is on your letter head, is dated, specifically states you are refusing to repair my air conditioner, and the specific reason as to why notNo generic lettersOnce I receive your letter of delcination, I will try then submit my rebuttal to youOne thing at a timeLet the record reflect that Choice Home Wareanty has failed to send my letter of declination within the time frame of their own guidlinesSubmit convincing proof that you emailed me.Regards,
*** ***

A check in the amount of $was mailed on July 11, via US postal mailThe check number is *** 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 claim shows that the claim was handled in accordance with the policySection Letter C, Number of the policy states, “Upon request for service, we will contact an authorized Service Provider within two (2) days during business hours and four (4) days on weekends and holidaysThe authorized Service Provider will contact you to schedule a mutually convenient appointment during business hours”CHW doesn’t offer emergency service, but repairs of covered claimsBased on the diagnosis that was received from the technician there was an issue with a rusted and corroded leaking coilSection Letter F, Numbers and of the policy indicates that CHW is not responsible for repairs related to rust and corrosionAs a result, the claim wasn’t coveredAt this time, in compliance with your request, the policy has been cancelled We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW