Bass Services, Inc.

Dear *** ***We regret to hear your frustration. Please understand that the inspection report stated that the golf ball caused damaged to the fins This not being taken care of caused air flow issues with the system which resulted in the failures in which your system is currently having now The outcome of this claim stands. As a goodwill gesture, we have placed a onetime free service call fee for your next claim. Regards,CHW

I had been going back and forth with Choice Warranty by phone, including having another technician look at everything, take videos and call Choice, and when I went to respond to the case I saw it was closed I'd like to reopen it. I have had two technicians, one they sent and another I hired (as mentioned above), that both said the same thing - my furnace and a/c are broken and need replacing Choice continues to quote obscure "fine print" clauses in their contract saying things like "if one thing broke down that caused another problem we only cover the first." Both technicians said there's no way to know what happened first and regardless, that's what breaking down is (and their marketing promotes that they fix furnaces when they breakdown) With my a/c, it is leaking freon among other problems (again, my technician sent in a video showing all the issues and explained it in detail by phone) The warranty company doesn't cover a leak test so I said I'd pay for it but I can't get any assurance about what they'll pay after I doBoth technicians said there is obviously a leak problem and that fixing anything with an old freon ac will cost thousands - as much or more as a new one. I realize Choice isn't going to fully pay what they should - the contract and their advertising says they'll pay $ 1,each - but their offer of $ is terrible. I'd like to be compensated properly - at least $ 2,000. I noted they recently settled a lawsuit for this same issue - clearly the way they do business. Thanks for reopening the case and any help you can provide

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 claims it appears that the claims were both processed in accordance with the policyRegarding the water heater, section Letter F, Number states that CHW doesn’t cover repairs related to lack of maintenanceThe hot water heater had a blackened burner assembly compartment and poor combustionThe claim for the air conditioning system was processed in accordance to the policy, section Letter F, Number in which rust and corrosion are not coveredHowever, you are definitely a valued customer which is why the goodwill gesture was offeredOur goal is to maintain all of our customers and handle any questions or concernsIf you do choose to cancel please call our customer service team at *** and they will provide you with the policy terms We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

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

I do see the confusion and I have left you a voice message CHW doesn't cover failures that are a result of a fire but you are stating that this is not the reason for the failure I have requested that CHW cover this claim and do need to find out if you have had it repaired already or if
we are to use our technician and authorize the repair Please respond to us as soon as possible and I can place the authorization and reach out to the tech if needed. I have documented the notes and you can reply to me at *** or you can speak to any of our reps as they are aware that this will be covered.Regards,

*** ***,We are have contacted our purchasing the director to advise us of what type of unit he could provide to you Once they have the available unit, they will send you an email and then you can confirm.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 our web site at http://www.choicehomewarranty.com/user_agreement.php Upon review of your claim for your Oven, I do see that we had a technician out to your home to diagnosis the unit We see that the technician stated that the burners and control switches were burned out and the tech stated that this is a year old unit and it would not be worth the repair CHW did agree to provide a check to you in the amount of $to assist you with the purchase of the new unit This is pursuant to Section FLimitations of Liability #We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (which at times may be less than retail) to repair or replace any covered system, component or appliance.We also regret the frustration that you have had however CHW is in full compliance with our terms and conditions of our policy.Best regards,CHW

Dear ** ***Could you please provide your policy number as we cannot locate your policy to see how we can help.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 main tank for the water heater was leaking and needed to be replaced. Per our policy, Section Letter D., Number 6, CHW does not cover the main, holding or storage tanks.Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not in agreeance We strive to provide the best customer experience, therefore we offered you funds in the amount of $to assist you on the non-covered claim You declined this offer Although this is a non-covered claim, please note that we will still honor the $and also add a onetime free service call fee for your next claim This free service call fee has been added to your policy. To accept this offer, please find attached release agreementKindly sign, notarize, and return the documents to the attention of “Consumer Advocates” and also include your policy number You can return the document by email, fax, or mail Please note faxing does take hours to upload into our system The fax number email and mailing address are listed below.Email to: [email protected] to: ###-###-####Mail to: *** *** *** *** *** *** *** *** ** *** We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear *** ***We regret to hear your wishes to cancel your policy If you would like to cancel your policy, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST.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

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 In addition to that, the reversing vales were damaged 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 policy also states in Section Letter D, Number 5, CHW does not cover “…valves…”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not in agreeance If you would like to further dispute this claim, you can submit your proper routine maintenance records to [email protected] for review If the records prove that your claim has been properly 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:
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,
*** ***

Complaint: ***
I am rejecting this response because:
The response did not respond to the complaint. The complaint is clearly references the lack of customer service by the reps only reading sympathy scripts and not really listening to what the concern is or how to resolve, no supervisor support meaning they do not have authority to make any decisions or assist in resolving any issues they need to transfer you up and then transfer you up, contractors used by CHW, lack of CHW noting the account for years as was directed on whom to contact when contractors need to callThe only supervisor found to engage in real conversation beyond a scripted line is the Issues and Cancellation departmentClear point - I did not cancel the policy, but its important to see they were the only one to engage.
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. In review of your policy, you purchased the Total Plan Coverage for the year in the amount of $ In addition to that, you also purchased the Sump Pump, Stand Alone Freezer optional coverage.You made this purchase on July 1, in which we gave you days to review your policy which became effective on August 1, Our policy is also available on our website at www.choicehomewarranty.com for public viewing In regards to your claims, CHW covers major mechanical failures that are due to wear and tear Please understand that the failures you units encountered were not covered under our warranty or did not fail due to wear and tear. Due to your dissatisfaction, you requested to cancel your policy and as per your request, we have cancelled your policy as of July 3, 2017.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 paid in advance for a year long contract with Choice Home Warranty the amount of $If they refuse to reimburse me for the claim to fix my air conditioner, I want the entire amount of $to be refunded and the account cancelledThis is the onlyclaim I have made during the contract, and I have received nothing in return
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 ***
A review of the claim shows that the claim has been processed according to the policyThe diagnosis that was received by the technician indicated that the motor had failedThis is something that takes time to occurThe policy was effective on 10/5/and the claim placed on 10/9/This wouldn’t have occurred in such a short span of the policy and in accordance with section Letter F, Number of the policy, CHW is not responsible for repairs related to known or unknown preexisting conditions CHW offered to provide you with a full refund less the costs of the claims that had already been incurred and you declinedThis claim is not covered, if you would like to have the refund that was offered, please call a CHW customer service representative at ###-###-#### We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, 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 your claim appears that the claim was processed in accordance with the policy section Letter F, Numbers and The compressor is shorted to the groundThis was caused by excessive overheating of the compressor which is from a lack of proper routine maintenanceThere was also rust and corrosionThe policy states in Letter F, Number We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressureSection 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 replacementIf you would like to cancel your policy you may do so in accordance to the policy 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 Usby calling the 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

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 ***
* The diagnosis received from the technician was that the unit had an internal failure on the compressor which was caused due to excess overheating of the compressorThis is a result of lack of proper routine maintenance which is not covered in accordance to the terms of the policy outlined in section Letter F, Number CHW doesn’t require that maintenance records be sent, however, customers are invited to send in the maintenance records to have the claim reviewedYour records were sent in and reviewed and the outcome of the claim still standsThe documents that were sent in were not maintenance records, they were invoices that didn’t provide the proper information such as model and serial number, pressure readings or drawingsAs a goodwill gesture, CHW provided a goodwill payment in the amount of $which will be sent to you directly We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW