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 claim for your heating system, it was explained to us that the unit had a bad compressor that burned out This is condidered to be a lack of proper routine maintenance It was also explained to us that the system needed to be upgraded to the newer units that are using a different type of Freon, per our policy Section FLimitations of Liability #states that CHW is not responsible for upgrades as well as Section F#that states we are not responsible for failure that are a result of a lack of proper routine maintenance per the manufactures specificationsThe technician advised that the filters were partially clogged and the unit was only about years of age.We had explained to you that the unit would not be covered and explained that the failures were due to a lack of proper routine maintenance We do not see anything about a leak test that was asked to be done and we do not see that the failure is with the heat pump The failure with this unit is the compressor and that it was durned up with an internal failure.We do regret the frustration that you have experienced with this claim however we do look forward to assisting you with future claims.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 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 physical damage from door being slammed Per our policy, Section Letter F, Number 8, CHW is not liable for caused by “misuse” 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 will offer a onetime free service call fee for your next claim This free service call fee has been placed on your policy.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 *** Upon review of your claim it appears that it was processed in accordance with the terms of the policyCHW regrets the issues that you have endured regarding the fire, however, section Letter F, Number of the policy states, “You agree that We are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performanceYou also agree that We are not liable for consequential, incidental, indirect, secondary, or punitive damagesYou expressly waive the right to all such damages”As such, you will need to work directly with the technician and the assigned company to recoup your losses regarding this 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 the unit is undersized for the home, which he stated was square feet The unit needs to be tons in order to service the home properly Per our policy, Section Letter F, Number 15, is not responsible for modifications.Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not in agreeance If you would like to further dispute this claim, you are entitled to getting a second opinion at your expense If you choose to get a second opinion, please submit the detailed invoice that shows the diagnosis to [email protected] If the outcome is different, then 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 *** ***,We regret to hear your frustration and wishes to cancel. Please be advised that you are able to place a claim online at www.choicehomewarranty.com. All you need to do is enter your email address and policy number. We have reached out to an Escalation
Manager, who will contact you in regards to your request to cancel. If you wish to contact an Escalation Manager right away, please contact us directly at ###-###-#### Monday-Friday 9am to 6pm 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 policy was handled in accordance to the terms outlined in section F, Number 12, CHW is not responsible for repairs due to lack of maintenance 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 claim shows that the claim was handled properlyCHW did dispatch a technician to diagnose the problem with the refrigerator and there were no mechanical failures found when the technician wentYou indicated to CHW that the failure was occurring intermittently and that the technician would need to be there when the failure was occurring in an effort to diagnose it properlyCHW did dispatch the technician again who wasn’t able to find a mechanical failureCHW dispatched another technician and the appointment time that was available wasn’t one that was mutually agreed on as the technician wasn’t able to accommodate your scheduleYou indicated that you weren’t pleased with the diagnosis that was being made and CHW informed you of the reimbursement option that was offered in which you would be able to secure your own technician to provide a diagnosis and repair, upon receiving prior approval from CHWCHW received a diagnosis from your technician that the compressor had failedSection Letter F, Number of the policy states, “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”. CHW initially offered to provide $based on the value of the unit, however, in the interest of customer service, this amount was increased to $You did call CHW and accept the $which is to be used towards either the repair or replacement of the unitPlease call the CHW customer service team at ###-###-#### if you have any questions 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 fursttioan and apologize for the any inconveniences this may have caused you. Please note that *** *** *** *** *** has been assigned to your claimPlease contact them at ###-###-#### to schedule an appointment. 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,
*** ***

Complaint: ***
I am rejecting this response because:Please refer back to my original email regarding what the repairman did when he finally got to my houseThis is not a secondary issue but is still the firstThe dishwasher was getting NO water before and after he was thereHe admitted that he made the wrong diagnoses and it wasn't the water inlet valveI'm getting a complete run around with this claim and very discussed with the way the company is treating meIf they're not going to fix my dishwasher then I want a full refundThis Company has a very bad reputation for customer service and now you can add my experience to the many thousands of unsatisfied customersThese people should go to jail for breach of contract and deception
Regards,
*** ***

Dear *** ***,Our agreement states that CHW will repair or replace covered systems This is stating that the unit has to be covered under the policy to be replaced or repairedHowever our policy also states that we can offer cash back in lieu of repair CHW did provide you with a policy days before the start date to ensure that you entered the policy with all units in proper working order It states in Section F#- For the first days of the contract period, We are not liable for replacement of entire systems or appliances due to obsolete, discontinued or unavailability of one or more integral partsCHW did just this and offered you funds towards this unit.If you would like to accept the amount that has been offered, please contact us at ###-###-#### and we will authorize the funds for you.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 6/14/15, you placed your claim that same day We did advise you that the unit was a lack of proper maintenance as well as pre-existing to OUR policy Per our policy, you must enter the contract with all units in proper working orderPlease see Section A Coverage 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.We do apologize for any trouble that this claim has caused, we always urge our customers to read the policy and familiarize yourself with it. Thank you,CHW

Dear *** ***,We do regret your frustration, this is the very 3rd claim that you had with our company and we do see that all claims that you placed were covered and paid to the provider Please review the policy, Section FLimitations of Liability #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.CHW has not gone outside the policy guidelines of the policyAs a good faith effort to show goodwill towards this claim, we will be happy to provide you with a onetime free service call fee onto your policy Thank you for your feedback, we do take all feedback very seriously and we do understand your frustration however; CHW is in full compliance with the terms and conditions of our policy.CHW

Complaint: ***
I am rejecting this response because:Your company is impossible to deal with, you have yet to once actually fully pay one single claim It a hassle to ever get paid You just dont want to pay this claim and using some gray language in the agreement to not pay, what kind of Customer Service and peace of mind is that How could anyone ever actually recommend to get a warranty from your company? I have even request meditation on the agreement and have had ZERO response
Regards,
*** ***

Dear *** ***,We regret to hear your frustration however, you are not entitled to a refund This is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturerThis is not a contract of insurance,
residential service, warranty, extended warranty, or implied warranty You may cancel within the first days of the order date for a refund of the paid contract fees, less a $administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:Nonpayment of contract fees;Nonpayment of Service Fee, as stated in Section III;Fraud or misrepresentation of facts material by You to the issuance of this contract;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 writing.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 your unit was missing 6-7lbs of Freon The technician did perform a leak test and confirmed that the cause of the leak was a rusted/corroded evaporator coil The pictures we received also confirmed that rust/corrosion was the cause of failure.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…”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you advised that our Escalations Manager stated that you had a “No exclusion policy.” Please understand that an “all-inclusive policy” would not be found in the home warranty industry In response to your statements, our VP of Quality Assurance and Processing reviewed the recorded call between you and our Escalation Manager In this call dated 8/11/16, the Escalation Manager advised you that we would be covering “pre-existing conditions.” This information is also noted profusely in our system. Due to your dissatisfaction, CHW offered you $1,towards the non-covered claim and cancel your policy You declined to sign the paperwork. Please understand that CHW has been diligently working with you to come to a resolution, however, due to your decline to sign the paperwork, there is nothing further we can do as this is clearly a non-covered claim. This case is considered closed.Regards,CHW

I am rejecting this response because: Goodwill? You have made me pay for countless technicians to come out to my house and tell me they won't do the work. I haven't called your company in months due to your failure to address any of my issues. You made no mention of a possibility of a change to the refund amount until I asked for the refund and of course, you want to pay less. If some "claim" came through, it must have been back logged, because I've learned that I've got better things to do with my time than to call your company, be put on on hold, hung up on, just so the job can still go unperformed. YOU AGREED TO PAY ME $432.82. I expect you to do that, it's the least you can do after what you've put me through. There were no conditions, just an agreement to pay me $432.82. So please, do that

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 3lbs low on Freon 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 test.Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you agreed for the technician to perform the leak test.The technician reported that the unit is a sealed system and could not locate where the leak location Sealed systems do not leak from wear and tear Per our policy, Section Letter A, Number 2, CHW only covers failures that “Become inoperative due to wear and tear…”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:
It is true that you did notify me to get someone to come out and then have them call you with what the problem is and the costThat part is true! Now the problem is when you call you are put on hold for at least minutes before a real person comes on the line and no service person is going to wait that long The Service Person that I got said they would not deal with you because you do not pay them I was told by the Salesperson that signed me up for your plan that all I had to do was call the toll free # and I would get someone that would dispatch a Serviceperson to my home I would not have to do anything but call that number That did not happen! That is the reason that I took this plan out I do not want to deal with all the calling myself and you were supposed to take care of itThat is a misrepresentation of Facts One of the listed reasons that I am entitled to a refund of my paid contract fees.I have read the warranty information booklet and no where did I find that if you could not find someone to come out that I would have to get someone myself My Built in Oven is a *** and that is a *** Brand so you could have called *** which is around miles away Could it be *** may not come out because they have to wait weeks for their money and may not ever get paid I also saw where I had days to cancel the Contract in order to get my money back My effective date of the Contract was Apr8thand I didn't have a problem till Apr22nd As I stated earlier, you have Misrepresentated The Facts of what you would do if I had a problem I think that your Company is just wanting the Money for Contracts and not fulfilling your end of the deal I just want the full amount that I paid you refunded.you certainly got your money up front(you made sure of that) and I want a refund of my money
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 *** CHW does offer coverage for air conditioning units as well as plumbing systemsThe claims that were placed with CHW were processed according to the policyA review of the claims show that the claim that was placed for a leak under the sink was not covered based on improper installation as indicated in section Letter F, Number The diagnosis that CHW received was that the unit was too big for the sinkThe garbage disposal was of restaurant grade and not coveredA claim was placed for the air conditioning unit which was reportedly leakingIn order to isolate the leak a leak detection test was needed to determine the outcome of the claimThis is not covered as outlined in section Letter D, Number of the policyIt appears that when the CHW representative made an effort to explain, the call was disconnected by the customer We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW