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 the policy that you purchased on 3/10/16, your policy then began on 4/10/Per the terms and conditions of the policy all units must be in proper working order on the start date of the policyPer Section FLimitations of Liability #states that we don’t cover for failures that are known or unknown to the policy or that are pre-existing issues
The pool claim that you placed was days after the start date and the washer claim we do see that we did cover for you
We do see that you chose to cancel this policy and unfortunately we are not sure what exactly you are stating about a $feeYour policy has been cancelled per the terms of the policy Section LCancellations and you were not charged the administrative fee of $
We do regret that you are frustrated with this claim however CHW is in full compliance with the terms and conditions of our policy
Regards,
CHW

Complaint: ***
I am rejecting this response because: After speaking with the Air Conditioning repair company today they were confused to why my warranty wasn't covering the complete repairThe words were "The whole unit failed, can't guarantee what failed first but these are the items broke" Feel free to call them if you like.. ###-###-####
Regards,
*** ***

Dear *** ***,On 5/3/16, we spoke with the technician and he stated that he had the control board and was trying to reach out to you at the number that was provided to us (***) however he was unsuccessful in reaching you to complete the repair CHW did send you an email on 5/3/that advised you that the technician had the parts and was trying to reach you, we provided you with their number as well.We do regret the timeframe of which this claim took although we do not have control over the amount of time parts take to order.As a goodwill gesture, we have added a onetime free service call fee to your policy.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 www.choicehomewarranty.com/useragreement. We regret to hear your frustration and your dissatisfaction with Choice Home Warranty. Please understand that we cover mechanical failures that are due to wear and tear Upon the purchase of your policy, you were given days to review our policy which shows our inclusions and exclusions Our policy is also available online for public viewing at www.choicehomewarranty.com. We regret to hear your wish to cancel Please contact our Customer Solutions Department directly at ###-###-#### Monday-Friday 9AM to 6PM EST to process your request.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: at the time I agreed on that $150, the contractor was still scheduled to come out on that same day to fix the remaining leaks,(three to be exact) and two that is still leaking, that they created from the repairs that they supposedly had fixed, and to this day I still haven't seen the contractorsThey never showed up, so no, that $ offered won't cover my lossAnd he had already received my payment (5) days before I had gotten word from you telling me that I wasn't coveredand that was because I call youAlso, I think that you should have ask me when I file the claim, whether or not did I have copper pipesThen there won't have been a need to even send out a contractor
Regards,
*** ***

Dear *** N ***,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 we do see that you had placed a claim and requested to use your own technician to complete the repairs CHW advised you that we believed that the part was under warranty still from the manufacture and if it was, it would not be covered by us In the meantime, while reviewing the information, we received a document from you stating that you had this already repaired Per our policy, Section CService Calls #states that CHW will not cover any repairs that have been done without their authorization.We do regret your frustration however, CHW is in full compliance with the terms and conditions of our policy.Thank you,CHW

Dear *** ***,We regret to hear frustration.Please see our policy Section Letter L of Cancellations as you were only entitled to a pro-rated 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.Regards,CHW

Complaint: ***I am rejecting this response because:
Thanks for showing good gesture .Since you mentioned as per your technician it is not worth repairing it then as per warranty plan you should replace my electric rangeIf not then please send your technician to replace defective parts -receptacles,elements, and or infinite switch.Since you are ready to pay me for parts then I have to pay some body to install them.Although I already paid the service fee to your technician why should I pay other technician to install it?I will appreciate your action
Regards,
*** ***

Complaint: ***
I am rejecting this response because: my account it's not past due, in December or January I had updated my payment card and it was your department that credit the wrong card, because as soon as Choice Warranty send me the e-mail I logged in to my bank and the payment had gone throug, I have the e-mail and bank statement to prove itYou guys are just making excuses
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 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.Please be advised that your policy is currently expired, however, if you would like to further dispute this claim, you are entitled to get a second opinion at your own expense If you choose to get a second opinion, please submit the detailed diagnosis to [email protected] for review If the outcome of the claim is different, then we would adjust the outcome accordingly.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 your claim was processed in accordance to the policy section Letter B in which Coverage starts days after acceptance of application by Us and receipt of applicable contract fees and continues for days from that dateYou purchased this policy on June 6, which an effective date of July 6, You placed a claim on June 12, There was no coverage at this timeWe apologize for the long wait times that you have had to endure, please know that we are working diligently to provide outstanding service to all of our customers 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 properlyBased on the diagnosis that was received from the dispatched technician was that there lines were improperly installed, which resulted in multiple gas leaks being foundSection Letter F, Number of the policy states, “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”When the Authorization Team at CHW spoke with the technician performing the second opinion, the diagnosis was that the line wasn’t sealed properly or installed properlyAs a result, the outcome of the claim standsThe pictures that were received show a new gas valve that was installed onto a flex pipe, when this isn’t done properly, this will cause black piping that is very old to start leaking from all of the connecting jointsThe pictures that were shown displayed improper previous install to the stove, which caused the gas piping, the claim is not covered 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 received the release agreement from "CHOICE" stating that they do not want me to talk or contact any agency concerning my problem, nothing was mentioned about them paying the money because of my food spoiling I asked them to correct the release agreement and they refusedMy refrigerator was not fixed until 9/9/at 9:PM I am disabled and live on a fixed income I had to throw away alot of food, I asked if they wanted to see a picture, they said no I was asked what I wanted I stated $and they offered $150.00, which I accepted Nothing was said about a release requiring me to be silent on the way I was treated I have attached a copy of the release
Regards,
*** ***

Dear *** ***CHW did not receive a diagnosis from the first technician that went to the home, *** *** repair. Therefore we were not able to take into consideration of the outcome you had provided us with. This being stated, per our policy Section F#does in fact state that CHW reserves the right to obtain a second opinion at Our expense.The diagnosis that we did receive stated that the unit had multiple issues which were all caused from calcium/sedimentary buildup. Please see Section F#of our policy.We do see that your policy has been cancelled, we do regret your frustration however there is nothing further that CHW can assist you with.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 worked with MsTracy M*** and she has offered a very good settlement to close this matter Within days of the signing of the release, I will be receiving the settlement offer
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 appears that it was processed in accordance with the policy section Letter F, Number in which CHW is not responsible for repairs related to rust and corrosion We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear *** ***,
Although you state that rust and corrosion is normal, per our policy, we do not cover this failure. CHW is willing to assist you and provide the amount that we would have paid for the parts and laborThis cost comes to $however since the failure per the diagnosis is rust/corrosion which is not something that we cover; CHW then would request to cancel the policy
Please contact us at ###-###-#### if you would like to accept this offer
Thank you,
Choice Home Warranty

Dear *** ***,We do understand your frustration however we are not able to cover this claim We would like to make an offer for you since we are not able to cover this claim and if you chose to cancel the policy with us you would not receive a refund according to our policy, Section LCancellationsOur offer to you is to provide you with the amount that you paid for the policy of $minus what CHW paid for the policy, which is $and provide you with the remainder of $445.76.If you would like to accept this offer, please contact our customer service department at ###-###-#### and they will provide you with a release agreement stating such.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 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 condenser was partially clogged as there was a line restriction.Per our policy, Section D, Number 3, CHW does not cover …”Line restrictions…”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which due to your dissatisfaction, you requested to cancel your policy. As per your request, we cancelled your policy on 10/11/and your refund in the amount of $is currently processing. 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 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 requested to cancel your policy, due to your dissatisfaction You spoke with our Customer Solutions Specialist who offered you funds in the amount of $to assist you on the non-covered claim, however you declined the offer as you insisted to cancel your policy.Per your request, your policy was cancelled as of June 23, Please note that our records show the last time you were charged was June 18, If your account shows otherwise, please contact our Customer Solutions Department directly at ###-###-#### Monday-Friday 9am to 6pm EST.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW