Bass Services, Inc.

Dear Anthony * ***, 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 has been covered in accordance with section Letter F, Number of the policy which states that CHW doesn’t provide coverage for malfunction or improper operation due to rust or corrosion of all systems and appliancesAdditionally, the policy outlines in section Letter D, Number that leak detection tests are not covered 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 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, it shows that the compressor had failedThe first technician that went to your home advised CHW that the compressor had failed due to the Freon leaking out of the unitPer the policy, Section Letter DNumber states that leaks of any kind are not coveredThe second technician that you had diagnosed the system stated that the refrigerant levels with the valves before removing the compressor and they were indicated to be lowThis diagnosis still shows the loss of the Freon damaged the compressorThe only way for the Freon to leave the system would be a leakThe compressor being damaged is secondary due to the loss of the Freon however as stated above per the policy, CHW does not cover leaks of any kind for this unit
Considering that the diagnosis was the same for each, the claim would not be covered per CHW’s policy
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 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 for your AC System we do see that the outcome was that the unit had failed due to rust and corrosion, there was a leak that came from the area of the rustPer our policy, Section FLimitations of Liability #states that CHW does not cover failures due to rust or corrosionIt also states that we do not cover failures due to a lack of proper routine maintenance
We see that CHW offered you a goodwill gesture of $towards this repairIf you would like to accept this offer, please contact us and we will provide it to youWe do apologize that we are not offering to reimburse you for the amount that you spent on the unit due to the fact that you had it completed without any authorization and due to the fact that the claim was not a covered claim
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy
Regards,
CHW

Complaint: ***
I am rejecting this response because: the unit was working properly and this happened from one day to another due to daily use of the unit and dealing to a more than 100F and being an old unitthis is something than could occurs to anyone at anytime (also the technician you send, told us that this problem is very common here in Las Vegas due to the excessive heat)Choice home warranty is rejecting this complain excusing over themselves stating that it was not a condition when it the unit was using properly and this problem occurs all of a suddenif you are excusing themselves over the policies, I can say I am over the policies tooAlso, no where in the policy states that you need to have certain amount of time with the company after the coverage become eligibleit does not matter if you have one day of coverage.
Regard
*** ***

dear, I RECEIVE YOUR EMAIL I am sanding they advertise copy if we can't fix it then replace ?? &and all so on tv says all age& any conditions we covered, so could you tell me whats covered?????, choice say compressor heats up so we not cover, how can possibles if ac works than compressor stay cool??only when conditions fan does not work then a long time then compressor go bed but my ac fan works well then how can they people say heat-up?? they say I didn't service units? but service man did-not goes in the sealed compressor?? I like to stop this kind hwy robber sued to stop the wrong advertise for people's, ALL so I paid for months for two house each total 2340.00$, now months left I decided to go to American home warranty so like to re fund my premium because $ per month should refund,I am sending copies to NJ consumer affairs .gov *** ***

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, I do see that you have been a customer with CHW since and have paid monthly $per month I also see that the claims that you had submitted, majority of them we did not receive a response from you when reaching back to you to make sure that the claim was satisfied Below are the claims that you had submitted.Claim # *** for your Air Conditioning System-was not a covered claim due to a lack of proper maintenanceClaim # *** for your Washer- CHW paid $300.00Claim # *** for your Limited Roof Leek-CHW paid the contractor $Claim # *** for your Air Conditioning System-CHW paid the contractor $and we did not hear back from you after several attempts via email and phoneClaim # *** for your Air Conditioning System- CHW paid the contractor $and we did not hear back from you after several attempts via email and phoneClaim # *** for your Limited Roof Leak-CHW paid the tech $Claim # *** for your Air Conditioning System-CHW paid the contractor $107.50Claim # *** for your Air Conditioning System-claim cancelled, you stated unit worked againClaim # *** for your Limited Roof Leak- claim was not covered due to improper install, your roof was not installed with flashingClaim # *** *or your Washer: -CHW paid the technician $and we did not hear back from you after several attempts via email and phoneClaim # *** for your Dishwasher- CHW paid contractor $and we did not hear back from you after several attempts via email and phoneThe entire amount that CHW has paid out of pocket for your claims covered or not was $ Again, even though you have paid a total of $864.00, you are monthly customer and CHW has paid out more for you in claims than you paid into the policy Therefore, CHW wouldn’t be able to give you a refund of anyI do see that you have cancelled your policy with us, unfortunately due to this I am unable to offer any money towards any claims.We are sorry that you disagree with the outcome of the claim; CHW is in full compliance with our policy that you signed up for.Best regards,CHW

Complaint: ***
I am rejecting this response because: what is the use of having a
home warranty that does not fix items as agreed upon. I am considering legal action. You need to train your sales representatives to not lie to prospective customers and choose vendors that will tell the policy holder when there might be an issue there AC, ie- the service in April. I plan on calling later today to cancel my service and expect a prompt refund of my prorated $350! You run a very deceptive company and should be out of business, I look forward to the class action lawsuit that is sure to come in the future!!!
Jack ***

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 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 advised that you would hire your own technician to perform the leak test. Based on the leak test results and pictures we received, it 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 1, CHW is not liable for “…malfunction or improper operation due to rust or corrosion of all systems and appliances…”Due to your dissatisfaction, our SrClaims Specialist offered you $towards the repair You accepted this offer as of 9/15/ Please allow days for check to process before it is mailed out. This matter has been 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 spoke on Oct with Andy, a Choice manager, and we agreed that Choice will refund me $ I received an email from Choice containing a release agreement that I signed, had notarized and faxed to Tamar ***, Manager Customer Relations The document advised they have business days to reimburse me Until I receive that check, it is deposited and cleared, I do not consider this matter finalized
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/useragreementA review of the claim shows that it was processed according to the policy. Based on the most recent diagnosis that we received, it stated that the compressor shorted to ground and the wires were melted on the compressorThis failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor. This failure does not constitute wear and tear as there are many safeguards that work to prevent these types of failures. Per our policy, Section Letter A, Number 2, we cover failures that “Become inoperative due to wear and tear…” Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which were not satisfied, therefore you requested to cancelYou were transferred to a Customer Solution’s Specialist who offered a goodwill gesture of $to assist you on the non-covered claimYou declined this offerWe increased the goodwill funds to $to assist you, however, you declined and requested to cancel your policyPer your request, Choice Home Warranty has cancelled your policy and processed your pro-rated refund. Please note that based on our policy you are not entitled to a full refund. Please refer to Section Letter L of Cancellations in our policyWe do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear Mr*** ***,CHW is trying to provide you with a resolution that would best fit both partiesDue to the claim not being covered under our policy, we have offered to provide you with a full refundIf you would like to accept this, please contact us at ###-###-####.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 was purchased on 7/22/15, it did start on 8/22/and you placed your claim for your garbage disposal on 9/26/CHW dispatched *** The Plumber to go to your home and diagnose the unit Upon his diagnosis he stated that there was a leak from the bottom and this leak was from rust.We advised you of this and since you disagreed with the outcome, you had requested for CHW to send out a 2nd opinion at no cost to you As a good faith effort we do so and on 10/2/15, CHW dispatched Prestige Plumbing LLC to diagnose the unit This technician confirmed that the unit was leaking due to rust and that is not covered under our policy Please see Section FLimitations of Liability #that states: “The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.”We do regret your frustration with this claim and although this claim was not a covered claim, we do look forward to assisting you with future claims.Please feel free to contact us at our toll free number ***Respectfully,CHW

Complaint: ***
I am rejecting this response because: According to the contract under paragraph A, it states that things covered need to be within the confines of the main foundation of the home, or attached or detached garage "with the exception of the exterior pool/spa, WELL PUMP, septic tank pumping and air conditioner" which implies that these items are covered regardless of where they are. So if you mention well pumps, and mine is even within the foundation of the home in the crawl space, then why wasn't it covered? The vendor came out to the house last night and spent a good amount of time troubleshooting the fridge, I have no doubt that he was trying as best he could to get it running for us last night. However, he said that there was a lot wrong with it and it would require a lot of parts and labor to repair. I am still waiting to hear back from CHW to see how they will get this resolved
Regards,
Bradley ***

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 records indicate that we have offered to refund your moneyPlease call our customer service team directly at *** to discuss the details of the Release Agreement that was emailed directly to you 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 claims shows that the claim was handled properlyBased on the diagnosis that was received by CHW the claim is not covered due to improper installationThere was an improper installation of the duct line feeding into the upstairs bathroomThe line is also pinched, restricting air flowSection Letter F, Number states that CHW is not responsible for repairs related to improper installationPlease call the CHW customer service team directly if you have any questions 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:
I have not heard from this company since accepting their offer to per their contact purchase a washer of the same compacity and features as my washer. They have declined to have any farther contact. This issue is not satistactory or should be closed
Regards,
L** ***

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. Based on the diagnosis that we received, it stated that the compressor shorted to ground This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor This failure does not constitute wear and tear as there are many safeguards that work to prevent these types of failures Per our policy, Section Letter A, Number 2, we cover failures that “Become inoperative due to wear and tear…”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 resubmit your claim for review Once your claim has been re-reviewed by our Authorization’s manager, we will reach out to you with the update.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear *** ***, We were advised that you contacted our customer service department and did accept the full refund of the paid policy. We did ask and require that you sign the agreement in order for us to provide the refund. We do regret that you chose not to sign the agreement and we will document the policyWe do regret your frustration and if you change your mind, please contact us or send the form back to us at *** or feel free to fax it to us ###-###-#### Thank you 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 NOT satisfactory to me
However, I will accept it because I prefer to never do business with your poorly run company again
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 request it appears that it was cancelled in accordance with the policy terms of section Letter L, Number which states 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 Us We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW