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 *** A review of the claim shows that the claim was processed according to the policyThe technician provided the diagnosis that the panel was burned and that bus bar was burnedThere were photos that were submitted that assisted in the outcome of the claimThe photos that were submitted showed that there was oxidation and corrosion, which caused the bus bar to burnSection Letter F, Number indicates that corrosion isn’t 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 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 and policy it appears that your claim was processed in accordance with the policy, section Letter F, Number in which repairs due to lack of maintenance aren’t coveredYour air conditioning system wasn’t excluded from your policy and is covered, however, there are limitations to the policy as indicated in the reason for the non-coverageWe have also sent you in writing the reason the claim wasn’t covered and we are currently awaiting a call from the technician that you requested we received in order to review the claim We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Revdex.com:DEAR SIRS:I ALREADY DISPUTED CHARGESWith my bank,and I already got my money back,not that choice decided to give money back,this company says there was a pre-existing problem because they are trying to avoid system repair @1200.00.CLAIM WAS GENERATED DURING EFFECTIVENESS OF POLICY,AND HOW CAN THEY KNOW A PRE-EXISTING PROB.IF THEY DIDNT SEND INSPECTOR TO TEST EQUIPMENT OUT BEFORE ACCEPTING POLICY?GOOD QUESTION RIGHT!THEY HAVE A MAGIC CRYSTAL BALL THAT TELLS CONDITION OF EQUIPMENT!I DONT BUY IT!THIS COMPANY IS REPORTED TO FTC!

CHW has authorized the $for you on 10/28/and you will receive the check in business days from the 28th I do apologize that I was not able to return your call but I am happy that we were able to assist you on this claim

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 this claim is not covered per our policy, Section FLimitations of Liability #12, we do see that CHW had offered you $as a goodwill gesture for this claim which you did accept You are welcome to provide us with routine maintenance records to show that there was maintenance done on the unit If you do send them, please send them to our authorization department at [email protected] and they will review the routine maintenance We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

We do apologize for your frustration Again, we are unable to assist with this claim due to the fact that it was not a wear and tear issue. Unfortunately there would be nothing for us to do for you at this time. CHW

Complaint: ***
I am rejecting this response because: Technician company sent to repair a/c unit charged me $to do the repairCompany is a scamThey promise to repair or replace but always choose the cheapest solution for themselves and the heck with the customer who actually believed their advertising
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 policy that began on 9/17/15, you placed a claim on 10/1/not a month into the policy CHW provides customers days to ensure that all units in their home are in proper working order on the start date of the policy If a unit breaks or has an issue, depending on the type of failure it is it could be pre-existing to the policy’s start date.Your Air Conditioning system was leaking, this is a sealed system and the technician could not locate the leak without a leak detection test completed Also, the technician stated that the reversing valve had failed on this unit Per our policy, Section DCoverage #states that we do not cover the reversing valve Also #states that we do not cover leak tests Also the failures that had happened could not have happened within the timeframe of the policy, it takes longer to develop than a few days. Please see Section ACoverage #3 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 see that you have chosen to cancel your policy with us and since you had paid the fee of $a month, you did not pre-pay for the year or more you are not entitled to a refundOnly customers that cancel within the grace period of days prior to the coverage starting and the customers that have pre-paid for the service are able to receive a pro-rated refund Please see below: 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 All cancellation requests must be submitted in writing.We do regret your frustration with this claim however CHW is in full compliance with our terms and conditions of our policy.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 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

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

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:First I am surprised by this decission.When choice sent the first technician to my home my ac was blowing but not really coldThey sent Icon mechanical to my home, the technician was hours late, when he came He inspected my unit and said everything was fine and it just needed freonI asked him to look at everythingafter about minutes he said everything looked good and I could leave as he did not have to re-enter my home, just the outsideI called him hours later and he said everything was workingWhwn I returned home that evening, the unit was not blowing at allI left messages with Icon and they never returned my callI called choice and they said he was not returning there calls eitherAt that time choice stated that if I had another technicain come out they would re-imburse mewhen the other one camehe showed me where Icon had hit a wire and caused a fuse to blow, That cost me $135.00.When I spoke to choice about the multiple inconveniences there technicians have caused my family, all they said was "sorry".The next weekI called again and they said I would have to pay $and another $service feeWhen I did that the new technician stated that there was a leak despite what the first guy saidHe at that time stated it should be covered by choice.When I spoke to choice, they said it was not due to rust and corrosionAs I stated beforethe technician they sent out stated on the phone with them from my house that it was not caused by corrosion or rust and it should be coveredAt that time choice stated they would call me that afternoon and I did not hear anything until days later when I contacted them.choice gave me a price of $to replace my coilThey took out $for the coil and $1000. The $was returned yesterdayI told choice that after all the inconvenience and even though the technician told them it was not rust or corrosion that I would help and pay for some.I already paid $for the coil and $for a leak test their first technician stated was not needed and $plus another $service fee1000-200-200-135-= $420.I think it is more than fair that I am willing to pay $420, which I am offering now to pay their technician that they sent to my home.If this is not acceptableI will terminate my contract and choice can pay their technician that they scheduled and sent to my home
Regards,
*** ***

Based on the diagnosis provided from the technician, the compressor failed due to lack of maintenance which is what led to the determine of section Letter F, Number of the policy that indicates that CHW is not responsible for repairs due to lack of maintenanceHowever, although maintenance records are not required by CHW, we invite you to submit the maintenance records to us at [email protected] to be used in a review of your claim. 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,
*** ***

*** * ***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 covera** 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 we have covered the cost of all the claims that you had placed If you are unhappy with the amount that was offered to you, you do have the right to request more and if possible CHW will grant that for you I have tried to reach out to you to go though each claim and see how I can help with the amounts that you are requesting The claims that I see you:Claim # *** for your Dishwasher- we gave you a buyout of $450.00 Claim # *** for your Clothes Washer- we paid the technician $150.00Claim # *** for your Water Heater- we paid you $and the technician we paid $150.00You have paid in total $for your policy, $for the past months and CHW has paid $so far in your claims As I stated, I will be happy to review the claims with you and see if we can assist you with a higher amount Please return my email that I sent to you to *** and we can go over the amounts and see if we can come to a better amount for you.Thank you,Tracy M***CHW Consumer AdvocateOffice of the President***

CHW covers claims in accordance with the established policyThe policies are effective days after the sale dateThis allows customers an opportunity to read the policy and present questionsCHW apologizes if there were miscommunications which is why the information is sent in an effort to allow the customers an opportunity to understand the policyYour claim was covered in accordance to the policy, section Letter F, Number which states “We are not liable for or routine maintenanceWe will not pay for repairs or failures that result from the Contract holder’s failure to perform or routine maintenanceFor example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement”As indicated previously, you are not required to submit maintenance records, however, you are invited to send in the records and as a valued customer, CHW will review the records in an effort to provide a more favorable outcome of the non-covered claimYou may submit this at ***You have indicated that you would like to cancel your policyAll customers are valued and CHW doesn’t want to lose any customers, however, you may call the customer service team at ###-###-#### Regards, CHW

*** ***We will provide you with a reimbursement of $back onto your credit card and we will remove the Limited Roof Coverage from your policy. Please allow a few days for this to take effect and for the credit to be added back onto the credit card you have on file.Thank you,CHW

Mr. *** ***,If you place a claim with our company, we will send a technician out to the home to diagnose the systemWe inside the office who take the claims and dispatch are not technicians; that being said we do not know what the issue is therefore we send out a technician to advise us of what the problem is Once we have the diagnosis, it goes to the inside technicians and they compare the problem to the policy to see if it is covered.Any claim that you submit will be dispatched.We are not able to provide any assistance for this claim since you have cancelled your policy with us but we do regret your frustration and wish you the very best.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 *** A review of the claim show it was handled properlyThe diagnosis that was received was that the unit had major failures as well as rust and corrosionSection Letter F, Number states, “We are not liable for or routine maintenanceWe will not pay for repairs or failures that result from the Contract holder’s failure to perform or routine maintenanceFor example, you are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement”CHW values customers, and will handle claims in accordance with the policyIf you wish to cancel, please refer to section letter L, Number of the policy and call the CHW customer service team 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:
This company continues to terrorize our family by calling all hours or the day and night. They are definitely terrorists and should be locked up by the FBI, Homeland Security, etc
Regards,
*** ***