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 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 *** Upon review of your claim we do see that CHW had a technician come to your home and diagnose the systemUpon trying to fix the unit, it was stated that the unit had an issue with the bypass valveThe bypass valve was working improperly and not creating proper pressure drop inside compressorPer our policy, we do not cover secondary damagesPlease see Section FLimitations of Liability #Per the technician the bypass valve caused the compressor to fail
CHW did offer you a goodwill gesture of $150, however upon providing you the goodwill gesture you stated that you were not happy with that amount, therefore we did not provide it to you
CHW is willing to provide you with a goodwill gesture for the non-covered claim however we are not willing to cover any claim that does not fall under our policy guidelines
We do regret your frustration with this claim; however we are in 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 the system was missing 3lbs Freon and the contactor relay needed to be replaced 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 detections” You did agree to the leak test.The results of the leak test stated that there was rust/corrosion found on the evaporator coil that caused the coil to form holes which led to the Freon leak.Per our policy, Section Letter F, Number 8, CHW is not liable for failures caused by “…rust or corrosion…”Due to your dissatisfaction of the claim outcome, you requested to cancel your policy Please note that our Customer Solutions Department hours are Monday-Friday 9am to 6pm EST; you reached out on the weekend, when the department was closed.We did receive your request to cancel and as of May 30, you policy has been cancelled with Choice Home Warranty.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 have reviewed your claim and have discussed this with youWe have together come up with a mutual resolution and sent you the proper paperwork to sign and send back to usIn the event you have any questions, please feel free to call our 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:
Apparently the business is not understanding my point. If failure of the compressor is related to the evaporator coil which was repaired by CHW assigned contractor, why was the compressor not tested and we the owners not informed in May that the compressor is weak due to problems associated with the evaporator coil and is certain to fail possibly within a few months Had we been better informed, we would have replaced the entire unit at that time, using the nearly $2,paid to replace just the coil itselfThis is not about maintenance but about the people who we rely on as experts in their field to better advise us so that we can make better informed decisions that are less costly to us in the long run. We have been informed by now outside contractors that to even change out to a better efficient unit, meaning a SEER 16, we will need to change out what we just paid for in May 2017. This unit is years old and to say that maintenance is or is not the problem is not my point. Just as I rely on medical professionals to give me their honest and unbiased opinions about my health, I did the same with CHW and their contractors and got screwed. What I continue to hear from reputable name HVAC companies is that you don't want to do warranties with home warranty companies on your HVAC because they cut corners and in the end, the owner bears the cost. The unit is years old, what do you expect!
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
I had another company look at the problem stating that the compressor failed and heat was not a factorAdding the wires got hot because the compressor seizedThey tech also told me that that compressors sometimes fail; it has moving parts which sometimes break prematurelyAdditionally, they had experience with Choice Warranty were they have been turned down requests for more expensive repairs regularly As for the original tech, while being a nice guy, he told he had never replace a compressor while the second opinion techs said the do them oftenFinally, the Choice Warranty tech’s is a teacher and does some home repair work on the sideThis casts doubt on the Choice Warranty tech’s experience and knowledge It is a shame a company make their money form cheating and not put forth an honest claimThey made $from deception from me shame on you!
Regards,
*** ***

*** ***,We are happy to hear that the technician was able to help you resolve your claim however the diagnosis that was provided to CHW stated that the condenser was in poor shape, this would be able to be replaced but not covered under CHW's policy.Thank you,CHW

Complaint: ***
I am rejecting this response because:The response from the business is not acceptedAs per their policy, I waited more for days during their "review" period and did not submit any claim as my washer was working absolutely fineI understand from the business that they do not cover pre existing condition, but this is an electronic equipment how can they say that washer had pre-existing issue and hence they are not obligated to repairIn machine anything can go wrong at any timeOn day one or on day or never- there is no guarantee of the timeIf they do not want to cover pre-existing condition, they should have come and checked all the appliance before on boarding clients on their home warranty program.To me this is a clear scam to rob people's hard earned moneyI signed up with them and paid them $and upon canceling I get $backI demand full refund of $because of the fact that service has failed to provide the services offered.I request Revdex.com to step in and help the consumer
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/user-agreement/. A review of the claim shows that it was processed according to the policy. This was a covered claim. Based on the diagnosis that we received, it stated that heat exchanger was cracked and needed to be replaced. Unfortunately, the part to repair the unit is no longer available. Per our policy, Section Letter F, Number 9, that “…If parts are no longer available, We will offer a cash payment in the amount of the average cost between parts and labor of the covered repair…”Our SrClaims Specialist advised you about the outcome of the claim and our policy, and offered you $377.00, the cost of the heat exchanger and labor. You declined this offer as you were not satisfied. We strive to provide the best customer experience, therefore as a goodwill gesture, we offered you $towards the replacement. You accepted this offer as of 11/10/2017. Please allow days to process before the check is mailed out. This claim has been considered settled. 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 will need more time to study my options I will get back with you guys on the next few days
Regards,
*** ***

Dear *** ***,Although your unit may have been working before you submitted the claim does not mean that the unit was not failing prior to the policy’s start date Please see section FLimitations of Liability #that states, CHW does not cover any known or unknown pre-existing issues The unit had multiple mechanical failures such as the pump would not pump water to discharge hose, the spin cycle was not spinning fast enough, the water sense device, pump and discharge pump all required replacement These failures could not have happened within days of the policy. The days that you have to wait for the policy to begin is the time period that we allow for you as the customer to ensure that all the units are in proper working orderThis time period is also the time that you are supposed to review over the policy and familiarize yourself with the policy and if you have any questions or concerns you are able to cancel at that time before the policy starts for a full refund.We do regret your frustration however you chose to cancel the policy and CHW followed Section LCancellations and provided you back the amount that you were entitled to for the pro-rated refund.Thank you,CHW

These are two separate policies and as I stated, the policy wasn't available when the policy was purchasedBad business and bad business practices is your fault because you choose the co tractorsYou never said your contractors doesn't show up for appointments and charge for services not renderedThis is poor customer service on your part AndroidAndroid I should not be penalized for it
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

*** ***,We are not able to provide you with a full refund plus the cost of the blower motor. Per our policy, Section F#states that CHW is not responsible for any negligence of the techniciansWe will be happy to provide you with one of the options, either the cost of the blower motor $or the full refund of $375.00. We have documented your policy, if you come to a decision we will be happy to provide you with a release agreement.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 *** A review of the claims show they were handled properlyThe claim initially wasn’t a covered claim, however, in the interest of customer service, CHW advised that a second opinion could be obtainedCHW has requested the documents to review in order to reimburseA receipt wouldn’t indicate what was done and allow CHW an opportunity to review the claimThere needs to be an invoice sent in that provides an explanation of the services performedWhen CHW attempted to explain this via the phone conversation on 1/6/17, a response of “nevermind” was given and the call was disconnectedAt this time, the policy is no longer active and has been canceled per customer requestPlease refer to section Letter L, Number of the policy for information pertaining to the cancellation of the policy We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, 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 claim that you placed on 5/31/for your Air Conditioning unit, the technician explained to us that the condenser coil is surrounded by vegetation outside at the homeThe coil seems to also have grass growing on the corners of the unit going threw it as well The technician stated that the unit was very dirty and the filter was clogged Having a clogged filter will make a restriction in the air flow and cause the unit to fail The hot air coming in has no place to escape to and causes the unit to overheat therefore seizing the unit This is considered to be a lack of proper maintenance; something that CHW does not cover per our policy.Please see Section FLIMITATIONS OF LIABILITY : 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.CHW does not cover units that are not properly maintained by the manufactures specificationsThis unit was not maintained properly as the filters being clogged is something that is done on a routine basis for maintenance. I do apologize for any frustration that this claim has caused and we are very sorry that you chose to cancel with CHW We do thank you for your feedback as this is always helpful for our customer service and service providers.Best regards, Tracy CHW Consumer Advocate

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 failure was due to the door lock, this is something that is not covered under our policy. We do see that the customer service department provided you with a free service call fee to assist with your next claim.Please see Section D# that will show you that doors, hinges etc are not a covered itemHowever, I do see that our customer service team was able to help you with this claim and cover the item for you.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

Complaint: ***
I am rejecting this response because: I want CHW to show me the written documentation that states there is rust and corrosion on my unit from the trained technicians who came out and inspected my unit. I have written documentation from them stating that there is no rust or corrosion. In fact, your representative wanted him to weld the pieces together, and he told them it couldn't be welded. So, if in fact it was rusted or corroded, why were you willing to have it welded?
Regards,
*** ***

Complaint: ***
I am rejecting this response because: Business is still not accepting that they did wrong by sending technician without asking me for model number and made me pay for diagnosis and then say this model is counter top which I myself would have provided the model number than paying for diagnosis personnel and then Rejecting my claim.Also I don't see Garage explicitly specified as EXCLUDED in your contract - Your Contract gave Excluded list which has Patio - Porch but NOT GARAGE - why you specified too many in exclusion list in your contract but didn't specify GARAGE? this means it is covered right
Regards,
*** ***

Complaint: ***
I am rejecting this response because:Purchade of your contract is verbally over the phone just as payment was taken and processed immediately, I didn't have a contract to reviewA call had to be made twoce to Phil Baker because the email copy of the contract nor the original were initially receivedPhil Baker gloated that CHW provides the best home warranty service and didn't mention anything about an administration feeI'm cancelling and eant a complete refund because of poor or no service by your contractorThis man was given payment information over the phone but wasn't to charge the deductible until the work was completeGor w days I made nyself available for his repair and he never showed upHe also charged his deductible immediately, before the work was done, in which he promised to return, which he didn'tI asked your staff for assistance n getting service and my refund on several occasions but you didn't assistI should not be penalized for poor contract and customer service on your partI am requestung a full refund of $400.Regards,
*** ***

Dear *** * ***We regret to hear your frustration. You are entitled to sending in any further invoices you may have for review, however there are no guarantees As a goodwill gesture, we can add a free service call fee for your next claim To accept this offer, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm EST. 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 policyWe value all of our customers and would hate to lose you but in the event you would like to cancel the policy, this can be done in accordance with section L, number which states Mutual agreement of Us and YouIf 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 Us. All cancellation requests must be submitted in writingPlease call our 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