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 *** We will provide you with a full agreement of the policy in questionPlease contact our customer service department directly at ***They will provide you with a required release agreement that will allow us to provide you with a refund of 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 assetWe are committed to providing a positive customer experience and we take all feedback very
seriouslyChoice 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 the Air conditioning system was stated to be in poor condition, there was rust and corrosion, the filter was partially clogged and the compressor failedA compressor will fail if a unit is not maintained properly and having a clog in the filter will restrict air flowPer our policy, Section FLimitations of Liability #states that we do not cover failures that are cause by a lack of proper routine maintenance
What our sales and advertising states is correct, we do not care the age of the unit, we do not provide a home inspectionPer our policy, you are provided days prior to the start date to make sure that all the systems in your home are in proper working orderYou are also responsible to ensure that all the units in your home are properly maintained by the manufactures specificationsThis unit was not properly maintained, if it was and had preventive maintenance the unit would not be in such poor condition
We do see that our customer service department had offered you a full refund for your policy as a good will gesture however you chose to cancel the policy without the full refund
If you would like the full refund, we would be happy to provide you with the amount that you paid of $
We do regret your frustration with this claim; however we are in 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 We have reviewed your claim and do see that this was not a covered claim due to the fact that we do not cover sprinkler systems The technician diagnosed the unit and stated that this was for a sprinkler system, no water was pumping down and the pump was about ft into the ground.Your policy doesn’t cover sprinkler systems and when you requested to have the well pump removed; CHW did comply with your request to take that coverage off. We also see that you had chosen to cancel the policy with us CHW complied with your entire request pertaining to the claim that was not covered Since your policy has been cancelled there would be nothing further that we can do for you at this time.It is the customer’s responsibility to read the policy, it is provided to you days before coverage begins We make if very accessible for anyone to view the coverage and the customers can go to the customer portal to view their own policy.We do regret your frustration with this claim however; CHW is in full compliance with our terms and conditions of our policy.Best regards,CHW

*** ***,
Our Manager has been trying to reach out to you to assist you with this claimWe have agreed to pay the extra $ for the control board however since we are coving a non-covered portion of our policy; we are requesting that the policy be terminatedWe ask that you contact *** who is a Manager at our company who will assist you with this
Thank you,
CHW

Complaint: ***
I am rejecting this response because: Although they are within their legal rights I feel this is a bad business practice and lets them basically settle for any amount they feel is their costThe unit cannot be repaired or replaced for their cost settlementThe advertisement that they will fix or repair is not correct as long as the have the cash settlement at their costThis is a deceptive and bad practice Their settlement is less than half what it will take to replace or repair the item
Regards,
*** ***

Dear *** ***,If you would like to further dispute this claim, you can provide your proper routine maintenance records to [email protected] for review.Otherwise, the outcome of this claim stands as non-covered.Regards,CHW

Dear *** ***,
Your policy was purchased on 4/21/and on that day you paid $for the policy however the policy did not begin for daysOnce the policy begins, you then paid $and every month thereafter will be paid on that dateWe do see that a third payment was made again, on 6/21/in the amount of $This being said, when you purchase the policy, you pay for one month, this month is refundable providing you cancel within that first month that the policy has not startedOnce the policy has begun, then the payments are non-refundable due to the fact that you are paying monthly for each month as they go
We have offered you a full refund of the policy since you had disagreed with the outcome of the claim however if you would like to submit the invoice of the technician to *** to us we will review the failure and see if it is something that we do cover, otherwise our offer of a full refund does stand for you
We do regret the frustration you had with this claim; we have advised the Territory Manager that the technician misdiagnosed the unit for review
We do look forward to reviewing the diagnosis
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 our web site at ***Upon review of your policy, we see that you had a claim for the heating system and on 7/18/15; there was a claim for your Air Conditioning system that was not covered In order for us to move forward with the claim, we do need to see proof that the unit was fixed properly The papers that you had sent to us were receipts and nothing showing a serial number for the unit that was fixed If you can show that the AC system was fixed properly by a licensed technician, we will be able to move forward with the claim, if not then this claim would not be covered per the policy section ACoverage that states that all units must be in proper working order on the start date of the policy Being that this policy began on 7/3/you placed the claim on 7/18/15; this unit could not have come into the policy in proper working order. 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 *** M Pirzada,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 was in poor condition as all of the burners, switches, and the ignition kit needed to be replaced Due to the poor condition of the cooktop, CHW offered funds in lieu of the repair.Per our policy, Section Letter F, Number 16, “We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost…”Our SrClaims Specialist advised you about the outcome of the claim, our policy, and offered you the cost of the repair in the amount of $ You declined this offer.We strive to provide the best customer experience, therefore as a goodwill gesture, we will increase the funds to $towards a new unit. To accept this offer, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or 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:
I have repeatedly stated that the other contract belongs to my father not to me and should not be charged and as I explained to Andy numerous times the charge back was that Elliott told me that was my fathers account not mineI am entitled to a refund for being charged for a service you could not provideif you want to quote your own contract maybe you need to try to honor it not give your customers the run aroundI need my money back they never provided a service which they claim they would I do not have any accounts thereI have attached correspondence
Regards,
*** ***

Dear *** ***We do understand your frustration and we have reissued your check You will be in receipt of the check within the next weeks Please feel free to contact us for any updates at ###-###-####.Thank you,CHW

Dear *** ***, We do regret the frustration that you had to experience, CHW has been dealing with phone issues for the past weeks and we are currently working on the repairs. We will process a full refund for you in regards to your policy ***. You will receive an email
conformation stating that the policy had been cancelled and the funds in full will be placed back onto your credit card that you used to sign up with us.Thank you for considering CHW again for your home warranty needs and once again, we do apologize for any and all frustrations. 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 tank was rusted and leaking from the bottom Our policy states in Section Letter D, Number 6, that CHW does not cover the “…Main, Holding or storage tanks…” however the unit has a year warranty on the tank and is only years old. Your water heater is still under warranty through the manufacture Per our policy, Section Letter F, Number 15, CHW is not responsible for repairs on “…any covered item while still under an existing manufacturer’s warranty…”Please contact the water heater manufacture Bradford White at ###-###-#### Your model number is *** and your serial number is ***.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 *** It appears that you have reached a mutual agreement with CHW in which an agreement has been emailed to youCHW is awaiting the return of the signed document at this timeIf you have any questions, please call the CHW 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

Please read our policy Section 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 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.You chose to cancel the policy therefore you agreed to the terms set forth above CHW did offer to pay half of the repair due to the fact that our policy stated that the unit was damaged and the part that we are able to cover was the main reason for the failure We are not responsible for any issues that happen after the original malfunction happens.We do apologize that you are upset with this policy and that you are upset with our cancellation process Unfortunately, we are unable to refund you any amount more than we have and we cannot change our policy We do thank you for your feedback and again, we do apologize but there is nothing more that we are able to do for you at this time being that your policy has been properly cancelled.Respectfully,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 policy it appears that there have been two payments madeThere was a payment declined on June 14, which was the sale date of the policyThis was rectified with a payment applied on June 15, with another card provided by youOn July 14, the second monthly payment was appliedThere have been no other payments removedWhile we would hate to lose you as a part of the CHW family, if you would like to cancel, please 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

I am rejecting this response because:I took this warranty because of their advertisement on their websiteNever pay anything for the breakdownsBut they are paying only one sixth of what it costsAs per the CHW , I took the 1st offers because they are reasonable offers to fix my Dish Washer and Microwave OvenI bought both Dish Washer and Microwave Oven and installed myself with the help of YoutubeI cannot install the AC unit on my own The price they are offering is very unreasonable for this repairI would rather ask the Warranty company to fix the issue instead of giving the money to meI attached the Home Warranty with their advertisement showing the customer need not pay anything for the repairsI am also attaching the Service technician estimate for the replacementThank you
Regards,
Krishna Athota

Complaint: ***
I am rejecting this response because I did perform routine maintenance on my heat pump prior to my home warranty with Choice Home Warranty and in February I paid for the leak test with the technician you sent This technician found a freon leak and supposedly fixed the leak This obviously did not occur resulting in my compressor burning up This is not my fault and once again I did everything I was told and paid every fee necessary to have the freon leak fixed in February I certainly appreciate your offer to buy out the rest of my policy minus what CHW paid out in February 2016, but I still feel the full cost of replacement heat pump (roughly $4,500) is warranted in this case Please mail me a check for $4,to my home address on file
Regards,
*** ***

Dear ** *** *** We do regret your frustration, however, based on the diagnosis your technician submitted to us, it stated that the evaporator coil was leaking and the pictures he submitted confirmed the corrosion and rust buildupAs per our policy, we do not cover failures caused by rust and/or corrosion. At this time, the outcome of the claim standsYou were not satisfied with the outcome of the second diagnosis, so you requested to cancel your policyPer your request, Choice Home Warranty has cancelled your policy, as of May 4, We wish the best in your endeavorsRegards, CHW

Dear *** ***,We regret to hear your frustration. Our Consumer Advocate reached out to you to assist you on this claim.Although CHW does not cover the storage tanks, as a goodwill gesture, please submit your paid invoice to *** for review. Once your invoice is reviewed, we will contact you with an update. Regards,CHW