Bass Services, Inc.

Thank you for your response, I have documented your policy and advised the Manager in the correct department of your decision to downgrade. Please feel free to contact him during business hours Monday - Friday 9-and ask to speak with Aaron or please wait as I have requested him to contact you as well.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 has been noted that your claim was handled in accordance to the policyThe claim was not covered as indicated in section Letter F, Number 12, CHW is not responsible for repairs due to lack of maintenanceHowever, we wanted to be able to assist you and help with the cancellation of the policy and a goodwill gesture with the signing of a release agreementWe are prepared to provide a payment of $and a cancellation of the policyPlease let us know if this will meet your needsPlease 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

[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:I called in the ticket on the april 4th I talk to the warrnrty people on the 11th They had told me the part was on the way that it would take to days to get here after the days and it hadn,t gotten here I called the watrrinty people again and they told me that it had not been orderd and that it would get order and they would over night it however it took from the 11th april till the 21st for the tech to get the part which we had to go without a clothes washer for three weeks with out a washer this is not the first time I,ve had problem with this company November had a problem with them over a refridgerator they did,nt fix
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 *** We want to be able to assist you with your requestYou spoke with us on May 6th and we offered to review your fundsPlease 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

*** *** We regret your frustration and we do see that you did agree to the $to settle this claim. Please note that our advertising does state that if we cannot fix it we will replace for a covered claimThis claim was not covered therefore CHW did not have to fix or repair, we offered you funds as a goodwill which again you have accepted, received and cashedWe thank you for being a part of CHW and look forward to assisting you on future claimsCHW

Complaint: ***
I am rejecting this response because:We have the a/c serviced every years. The technician who came to check the a/c out said the coil developed a leak, which there is no way of us knowing and could be part of wear and tear on the coil. Yes, I did cancel the policy because you refused to honor the claim and have now gone to another home warranty company. Upon cancelling my policy, I was informed by my colleague that she also cancelled her insurance with you because you refused to honor her claim on her water heater because it was not due to "wear and tear"apparently this is how you get off on not honoring the claims, everything is "not caused by wear and tear"
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 our web site at http://www.choicehomewarranty.com/user_agreement.php Upon review of your claim for your Air Conditioning System, I do see that CHW dispatched Efficient Heating and Cooling Services to your home to diagnosis the unit They reported to CHW that there was glue around the stem valve but it was burned off and that caused the unit to leak Per our technician’s report this could have happened upon installation or a repair CHW’s policy does not cover units that have failures due to installation or previous repairs Please see Section FLIMITATIONS OF LIABILITY 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 appliance.We do apologize for your frustration with this claim, CHW is in compliance with our policyWe are unable to cover this claim due to the failures that were found and the exclusion in our policy.We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

Complaint: ***
I am rejecting this response because:I do not believe that you can tell that the compressor failed to to regular maintence or the lack their of I understand your policy but again, this is an electrical part I spoke to the technican you sent to my home the second time because the first person couldn't determine what was wrong with the unit The second company showed me the pictures and what they told you, none of which show why the part failed or that maintence was or wasn't done I would like to know exactly was not maintained that caused the part to fail What was dirty???We have been with your company for over two years, I think that warrants some kind of response as opposed to a total denial.
Regards,
*** ***

Dear Andrea ***, CHW is not able to provide you with the goodwill gesture that you are seeking due to the policy being cancelled and not covered under our policy; however we are willing to provide you with the remainder of the amount that you paid for the policy for a full refundYou paid a total of $for this policy and we did provide you back with $per the terms stated in Section LCancellations; we are willing to provide the remainder of $back to youPer the terms of the policy, this claim would not be covered since the diagnosis that we have stated that the unit lacked proper routine maintenance. The technician provided us at the time a diagnosis that we verbally take along with the pictures that were sent. This diagnosis does show to be true and per our policy, we do provide the customer with days prior to the policy start date to ensure that the units in their home are in proper working order, the failures that your unit had were only months into the policy. Please see Section F#that states that we do not cover any known or unknown pre-existing conditions for the unitsWe do apologize if anyone in our company was rude to you in any manner, this is not something that we condone and it will be brought to the Quality Control Managers attentionIf you would like to accept our offer, please contact us and we will have you sign a form that states that you accept the full refundThank 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 *** I have requested someone call you regarding the cancellation of your policyAlthough we don’t want to see you leave CHW and value you as a customer, we don’t want to hinder youIf you have any questions, please call CHW at *** 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 policy that began with us on 3/24/15, you placed an Air Conditioning claim with us on 5/8/ Upon diagnosis we received from the technician, we were advised that your unit was a Ton Rudd that was years old The technician stated that the unit’s compressor did lock up and no longer was working There are reasons of why we explained to you that this had happened One could have been a power surge, a manufacturer’s defect, a lack of proper maintenance or Acid Burnout that could be from an improper installation or previous repair We did advise you that the unit was too young to have such failures and you stated that you were going to provide us with maintenance records. Lastly, the reason that this unit was not covered is due to the fact that there would be no possible way that this failure could have happened within the last month that you had your policy This can take years to happen but shouldn’t happen at such a young age This is why we were giving you the chance to provide us with maintenance records showing that you did enter this contract with the unit in good working order and have had it properly maintained per the manufactures specifications.Please send your records to [email protected] and we will be happy to review them for your claim.Best regards,CHW 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.Upon review of your claim, we do see that you have placed claims that are not in accordance with the terms of our policy The last claim that you placed, the water heater tank had to be replaced, please reference the policy Section DCoverage #which will state that we do not cover the tank as it is a vessel that holds the water Before you chose to cancel, CHW offered you a goodwill gesture of $to assist with your claim however you declined and cancelled 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.phpUpon review of your claim, I do see that CHW has offered you a buyout of the unit in the amount of $450.00. We were trying to work with you because we do feel that the technicians’ pricing was a bit high and we were going to contact him to see if he could assist with a better price for the labor for the unit. I have done some research and do see that you can purchase a water heater for $300-$and you can use the rest of the funds for the labor. I have found this at the local Lowes and Home depot centersWe would like to assist you and if you are not comfortable with the buyout amount, please contact Russ as he is aware of the situation and will contact the technician to see what we are able to do for the labor cost. We might be able to use a different technician tooIf you chose to cancel the policy, we would not be able to assist with the labor cost. Also, if you chose to cancel the policy, please see Section LCancellations, you would be required to pay our company back for costs that we paid out during the contract term and an administrative fee of $as it would not be a mutual agreementWe do hope that you allow us to assist you and please again contact Russ as he is able to assistWe regret your frustration with this claim; CHW is in full compliance with our terms of our policy. Best regards, CHW

Dear *** ***, Per our policy, if you use any technician we will reimburse for the work providing it is covered at our rates and we do take out the service call fee that you would normally pay. CHW does not offer the payment of the service call feeAs a goodwill gesture, we have added a onetime free service call fee to your policy. Please note that we do not normally provide the service fee for any claim unless provided as a goodwill gestureThank you, CHW

*** ***Please review section FLimitations of Liability #as well as # This section of the policy will explain that we do not cover failures that are caused by rust or corrosion. We do regret your frustration and as a goodwill gesture we have added a onetime free service call fee to your policy.Thank you,CHW

Complaint: ***
I am rejecting this response because:
The toilet was in fact failing due to wear and tearAnd Choice sent out one incompetent company after another to my houseThere was a plumber at my house a total of timesProblem has not been fixed and the toilet was in disrepair since JuneThe last plumber spoke to someone from Choice stating he's been out there times and is recommending a new toiletI canceled my warranty plan because I refuse to pay any more money to these crooksChoice will continue to go back and forth with me instead of reimbursing me for the toilet as promised and the cost of installation which I had to do privately since they are crooks
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. If you would like to further dispute this claim, you may submit your proper routine maintenance records to [email protected] for review If your records show that the unit was properly and routinely maintained, we would adjust the outcome of the claim accordingly 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:Choice Home Warranty initially contacted Century Air Conditioning to service an air conditioning unit at *** *** *** *** *** ** *** on July 18, Choice Home Warranty utilizes Century Air Conditioning as a Third Party Contractor to troubleshoot air conditioning systems, assess which parts need to be replaced, and perform the required repairs. Century Air Conditioning visited the residence at p.mand troubleshot the system. Century Air Conditioning informed *** ***, the co-owner of the property, that the A/C Evaporator Coil had a leak and would need to be replaced. Century Air Conditioning called Choice Home Warranty to report diagnosis and await instructions for the path forwardMrs*** contacted Century Air Conditioning at least times the next day asking if Century Air Conditioning had called Choice Home Warranty to report their diagnosis. Century Air Conditioning told Mrs*** each time that I had and then called Choice Home Warranty after getting off the phone with her each time to find out what the issue was with logging Century Air Conditioning's diagnosis. Century Air Conditioning found out the next day that their work order had been cancelled with no explanation from Choice Home Warranty.Mr*** contacted Century Air Conditioning's dispatcher on July 22, at a.m. Century Air Conditioning returned Mr***’s call and he explained that he was still trying to secure a repair on his air conditioning systemHe told Century Air Conditioning that Choice Home Warranty had informed him that they re-assigned the work order because Century Air Conditioning had not contacted them with a diagnosis. Century Air Conditioning told him that was and explained that they had spent over an hour on the phone trying to get everything sorted out with Choice Home Warranty on July 18thMr*** explained that Choice Home Warranty had insisted that a leak check be performed on the unit before they would authorize any repairs. Century Air Conditioning agreed to help him move the process forward. Century Air Conditioning contacted Choice Home Warranty to perform repairs on the A/C Evaporator Coil at *** *** *** *** *** ** *** with the results of the leak testDuring their conversation with the Authorization Department Century Air Conditioning was asked if the failure was caused by rust or corrosion. Century Air Conditioning told Choice Home Warranty that they observed no rust or corrosion. Century Air Conditioning added that the unit looked new and they were surprised it had failed. Century Air Conditioning was not asked what the cause of the failure was. Century Air Conditioning requested an authorization to buy the required parts to perform the repairThat request was deniedAn hour later, *** *** contacted Century Air Conditioning with a Choice Home Warranty claims specialist (Desiree) on the line as wellHe stated that Choice Home Warranty had denied his claim because Century Air Conditioning had informed the authorization department that the coil was rusted and corroded. Century Air Conditioning informed both *** *** and the Choice Home Warranty claims specialist that statement was not true and Century Air Conditioning had clearly informed Choice Home Warranty that there was no rust or corrosion on the A/C Evaporator Coil.Mr*** contacted Century Air Conditioning later that evening stating that Choice Home Warranty had informed him that they would not authorize the repair because Century Air Conditioning did not provide information on exactly what caused the failure in his unitAt no time did Choice Home Warranty ask Century Air Conditioning what caused the failure or request Century Air Conditioning return to make an assessment of what caused the failureChoice Home Warranty only requested that Century Air Conditioning perform a leak test and did not ask for any further information. Century Air Conditioning never stated that the unit was rusted or corroded. Mr*** spoke with a claims manager (*** Employee ***) that told him Choice Home Warranty was denying his claim for rust and corrosionMr*** asked why they would do that when their third party contractor, Century Air Conditioning, had informed them there was no rust or corrosionShe stated that he did not provide a specific failure, so they would just call it rust or corrosion. *** was very rude, unprofessional, and claimed to work directly for the President of the company when asked for another manager.
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 policy, we do see that you have contacted your banking center and have placed a chargeback on this purchase of the policy Per our policy, your policy has been cancelled due to fraudulent practices and non-payment of the policy Please see Section LCancellations of your policy states LCANCELLATIONThis 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 acontract of insurance, residential service, warranty, extended warranty, or implied warrantyYou may cancel within the first days of the order date for a refund of the paidcontract fees, less a $administrative fee.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 $administrativefee.All cancellation requests must be submitted in writingYou did not do this and went directly to the banking center and they took the funds that you agreed to pay our company Therefore since you did not pay for the policy, we cannot provide any type of assistance.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy.Thank you,CHW