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 *** A review of the claim shows that the claim was processed according to the policyCHW apologizes for the delays that you endured with securing an appointment to obtain the diagnosisHowever, it appears that a technician was there to diagnose the problemThe thermostat was not connected and the unit was three pounds low on FreonIt was also noted when the claim was initiated that the last time it was working properly was on 8/12/16, finally the location is on top of a business and would be considered commercialAs a result the claim wasn’t covered based on section Letter F, Number in which CHW doesn’t provide coverage for known or unknown preexisting conditionsThe policy was effective on 7/28/and the unit ceased working on 8/12/16, this is something that would not have occurred in such a short span of the policyAdditionally, Section Letter D, Number states that commercial grade equipment is not coveredPlease note that all condominiums aren’t considered commercial propertyYour location is as it is on top of a business, which is why it wasn’t deemed as a residence for this claim Offering outstanding customer service is something that should always be provided to all customers, regardless of the outcome of the claimIt has been noted that you received less than this from the representatives that you have spoken withAll of the calls are not recorded, however, it will be documented and the representatives spoken with regarding the information provided 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 ***
At this time, we are awaiting a response from the ContractorOnce we are in touch with the contractor, we will have the necessary diagnosis to determine the next step with coverage of the ductworkAt this time, we will be certainly to reassign this to another technicianIf you would like to have that done, please call our customer service team directly at 1-888-531- 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 response from the business sites policy disputes.my complaint is that their report is incomplete. Their report does not state that my A/C condenser was using an enormous amount of energy to function properly. Due to this malfunction several capacitors were replacedThe Fan Motor was also replaced recently at my expenseBecause the condenser ran on "High Amps" these repairs would continue. Due to the inconsistency and the extreme energy cost, the outside unit was replaced. They claim these components not covered by the warranty caused failureThis is untrueHad I repaired the capacitor for the fourth time, the unit would've cooled the homeFor a weekThen I would replace it again. As I have stated, in Houston TX central A/C units run ten months out of the year. For me to continually be faced with repair costs and high electric bills due to a warranty covered device is unnecessary. The company also stated that this type of unit in this type of climate should last or yrsThis is also untrue
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 it appears that the claim was processed in accordance to the terms and agreements indicated in the policyIn section Letter D, Number 7, CHW is not responsible for repairs broken or damaged wiresWe 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 have never received a refund of $as the response from Choice Warranty statesAre they in the process of sending it?
Regards,
*** ***

No funds have been placed into my account and she still does not return phone calls or emails Customer support says she is thereThey are all dishonest

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 was empty on Freon, after the technician performed a leak test, there was a leak found at the u bends and the evaporator coil We also received pictures that confirmed the rust on the evaporator coils and ubends.Per our policy, Section Letter F, Number 1, CHW does not cover failures caused by rust and corrosion. Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel due to your dissatisfaction. We strive to provide the best customer experience therefore we offered you fudns in the amount of $of goodwill funds to assist you on the non-covered claim You advised you would think about it and call us back. To accept these funds, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST 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

Complaint: ***
I am rejecting this response because: we have a contract that you will cover any item under the contract if it fails to operate Here is your motto from your website, "Choice home warranty is a service contract that covers the repair or replacement of many of the most frequently occuring breakdowns of home system components and appliances." My appliances were working fine and they failed while I was under a contract with your company.I am looking for a long term relationship with you so I need you to keep your word and fix my appliances today without a delay.
Regards,
*** ***

I am rejecting this response because:
I hope you had a great weekend! Unfortunately, I did not as my Air Conditioning Unit is still not fixed from my original complaint filed back on April 9thI did receive a call from Choice Home Warranty on April 17th saying they would not replace the unit, but wanted to offer me one part that I would need to replace it- completely unacceptableI spoke with their customer liaison *** and she understood my complaint and why it made no sense for them to send me the one part that they are saying was denying my entire claimI also told her that I expected them to uphold their agreement that I signed- no where in the entire agreement writing has any of the “excuses” they are using to deny my claim(The excuses to deny my claim have also changed multiple times.)I have called *** directly twice now and emailed again today since April 17th- not once have I received any type of communication backWith all that being said, this claim is not closed, nor resolved and I wanted to make you aware of the continuing issues I’m having with them.Please feel free to contact me with any questions
Regards,
Kirsten Williams

Complaint: ***
I am rejecting this response because: I have yet to receive a refund from company and believe their amount of $isnt correct
Regards,
*** ***

I spoke to the repair technician who CHW hired for a second opinion (he happens to be my client) and he said he never said such a thing - that CHW put words in his mouth and lied!He told me he spoke with the authorization department, explained the situation with my washer and they told him that it wasn't economically feasible to repair the unit so they would offer the customer (me) money to replace the unit.Then they called me and told me that the tech (my client) told them that I cracked the drain pump and thereby voided my warranty since it's no longer wear and tear!When I spoke to the supervisor on the phone and said that this is ridiculous to put words into the tech's mouth and blame this on the tech, she said that the tech never said that I sarcastically said that this must be why CHW has 20,000+ Revdex.com complaints She said, no, last I checked there are only 8,complaints - and she was proud of that number?!!This is one of those cases where I wouldn't believe it if it wasn't me that this was happening to! I would like CHW to pay for the new washer I just had to buy!***
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

[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,
*** ***

Complaint: ***
I am rejecting this response because:The company has provide the standard response for which I have seen on other complaintsThe company is trying to maintain their reputation and should not be allowed to retain that statusOther potential customers must be informed that items they may believe are covered with a home warranty with CHW are not covered as advertised and part of their sales pitchItems non-functional should be replaced but are notMy friend is the owner of an HVAC company who parted ways with CHW due to unethical behaviorThese warranty companies continue to take advantage of unsuspecting customers that go unreported.Secondly, if they truly backed their srevice they honor the prorated refundsas I was explained by the salesmanI was told that I could cancel anytime and would be refunded the amount of unused term of the year contract.I had my stepfather's nephew who owns a pool business come out Sunday and confirmed not only the malfunction of the motor due to loose bearings and minimized circulation, but the noise is so that it can not be operated without law enforement being called due to dissturbance.Due to size I am unable to load the video/audio but will surely be used for social media.Also discovered after talking to the agent to cancel and was told no prorated refund would be issued, he canceled the policy anywayI happen to get a call from CHW today explaining it was an accident but have nothing in writing nor can I access the account.Again, I request a refund of partail repair $or refund the prorated amount of the long term policy. Regards,
*** ***

*** & *** * *** ,Thank you for bringing this to our attention, we do have it in our system that the policy that you purchased is in process for a refund We do see that it has been cancelled and you will be receiving the funds back onto the credit card within 7-business days-
holiday’s excluded.If you do not see the refund back onto the credit card, please feel free to contact our cancellation department at ###-###-####.Thank you,CHW

I have reviewed your refund with our billing department and the refund that was given back to you was correct and we waived the administration fee of $50.00.You paid $a month for coverage for months, CHW paid out $in claimsThis total that you should have received would have been $but CHW waived the $cancellation fee providing you with the maximum refund that you could receive for your policy $1820.02.In regards to the cost of coils, CHW per our policy has the right to offer you what we would have paid for the parts We do work with a company that does provide coils to us at a wholesale price, $is exactly what we would have had to pay if we were to have purchased them.In regards to the NJ AG, we will be happy to explain to them our policy and the failure with your unit; also that we did try to offer you a goodwill gesture of $per coil equaling $for a non-covered claim, just as a good will and that you declined. We do apologize for any frustration that you have had to go through, your request to cancel your policy was done so and we gave you a refund and waived the extra fee.Regards,CHW

Complaint: ***
I am rejecting this response because:The initial analysis done by the technician was not correct and the technician had come out on February 1st, not the 15th as stated in the responsePlease get the facts rightCHW assigned a new technician (this is the 3rd one) that came out on 3/and said he will order the partsIn fact the freezer was working fine, but when he put things back together everything melted and he didn't attach the wires correctlyNow I have even more of an issue and it is over freezing. The amount that CHW is ready to pay is not the right amount if the diagnosis is not even correct
Regards,
*** ***

Complaint: ***
I am rejecting this response because: the merchant's response was not seeking a response
I called them several times and they refused to refund my money.
Regards,
*** ***

Dear Mr& Mrs***,In reference to your claims:1) Roof leak We were not able to reach the technician and we did ask if you wanted to have your own come to provide us with a diagnosis and you declined We have added a onetime free service call fee to your policy for you to be able to place a claim again for the roof and have a diagnosis sent to us.2) Refrigerator CHW was provided with a full diagnosis that stated that there was a mechanical failure and that the unit was leaking Freon If you do not feel that this is accurate, you are welcome to provide us with a diagnosisOnce we receive your diagnosis, we can review the claim again We do not have any reason to believe that the technician didn’t inspect or provide us with the correct diagnosis. 3) HVAC system- This claim was not covered per the policy, it is not wear and tear for a system to have a compressor short out Yes, we do expect all our customers’ to have their systems checked and maintenance on a routine basis Please see the policy Section FLimitations of Liability #12.You can view the policy online at www.choicehomewarranty.com/useragreement or you can see it in the customer account center.Again, we do see that one of the Managers’ is assisting you with this claim and he is trying to find a compressor however if you do not want his assistance, we willing to offer you a refund of the paid policy for the past year which would come to a total of $ If you would like to accept this offer rather than have our assistance with the claim, please contact us at ###-###-#### We will provide you with a release agreement to sign and once it is received back, we will place a credit back onto the credit card that you use to pay the policy.We look forward to hearing from you.Thank you,CHW

*** ***We do regret your frustration and understand your position however, per our policy Section FLimitations of Liability #states that you do not hold CHW responsible for the negligence of the technician We strongly suggest you contacting the technician to assist.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 Upon review of your claim we do see that your policy with CHW began on 12/7/and you placed a claim for your heating system on 12/13/16. Our technician advised us that the failure that your unit had could not have happened within the days that your policy had been active. Per our policy, Section ACoverage #states that all units must be in proper working order the day that the policy began This unit was not in proper working order if it had failed within this amount of time. If you disagree with this outcome you are more than welcome to provide us with a second opinion or you can contact us at ###-###-#### and we will send you a form to sign to receive a full refund of $67.50, which was for the payments that you made. We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy.Also, CHW does allow me, Tracy the customer Advocate business days for me to review the claimsI do regret if I did not respond with in that amount of timeRegards, Tracy MCHW