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 www.choicehomewarranty.com/useragreementWe do regret your frustration, however CHW is in full compliance with the terms and conditions of our policyA review of the claims show that it was processed according to the policyThe diagnosis that was received for your air conditioning claim stated the primary failure to the fan motor caused strain on the compressor and made it overheat and fail. Making the failure to the compressor secondaryPer our policy, Section Letter F, Number 19, Choice Home Warranty does not cover “…secondary, or punitive damages…” Please note, that if a technician finds an issue that is out of his/her trade, a new claim must be placed in the that trade. Per our policy, Section Letter C, Number 4, states that “You will pay a trade service call fee (“Service Fee”) per claim.” In regards to your first washer claim, the diagnosis stated that there was an issue with the drum. The technician fixed the drum and the unit was working properlyIn regards to your most recent washer claim, we regret to hear that the technician did not show for the schedule appointment. Choice Home Warranty does not condone such behavior and have taken this issue to the Vendor Relations Manager who will handle accordingly. For the inconvenience, we have added a free service call fee for your next claimPlease note, that we have dispatched another technician for you at no service call fee charge. Please contact *** *** *** at ###-###-#### to schedule an appointmentRegards, 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 policy with CHW we do see that we were able to assist you with previous claims totaling $ However we do see that you placed your claim for the AC System and in reviewing that claim, we do see that there were two different technicians that came to your home and both provided us with the same informationThey both stated that the unit had a compressor that failedThis is caused from excess overheating of the compressor which is from a lack of proper maintenance on the system
We spoke with you and you did state that you had believed that this outcome was incorrectWe advised you to provide us the records of your previous maintenance that you had for the system and we would have our inside technicians review the informationWe asked that you provide this information to us per our policy Section FLimitations of Liability #that states that all units must be properly maintained per the manufactures specificationsYour unit is a Lennox system which requires a yearly preventive maintenanceIf you did have preventive maintenance done to your system then this failure is highly unlikely
CHW is willing to re-open your claim and review the records that you state that you haveIf you do not have the actual records, you can contact your technician that did the preventive maintenance and they can provide you with their recordsOnce you have your routine maintenance records, please send them to [email protected] for review
We will be happy to review the records and hopefully come to a more favorable outcome for you
We do regret your frustration with this claim however CHW is in full compliance with the terms and conditions of our policy
Sincerely,
CHW
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 satisfactory to me
Regards,
I will review my records and try to find receipts for work that has been done on the A/C unit. Thank You, *** ***

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 the policy has been canceled per your request and your refund has been processed and returnedIf you haven’t received this, please call our 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

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/useragreement.com.Upon review of your policy that began on 8/2/15, you placed a claim for your Pool/Spa system on 8/28/ The technician stated that the unit has a bad motor capacitor that it was burned out and the pump seals were worn down leaking These are multiple failures that could not have happened within the timeframe of the policy Per our policy Section ACoverage all units must enter the contract in proper working order Your pool/spa did not and therefore, we are not able to cover the repairs.As per your Air Conditioning System, that claim was placed on 8/23/and again this claim is pre-existing to our policy The technician provided us with pictures of the unit that showed us that the unit was very dirty and the condenser coil had restricted air flow that made the unit fail Per our policy, Section FLimitations of Liability #states that CHW will not cover repairs related to a lack of proper maintenance These failures could not have happened within the time frame of your policy.We do apologize for any frustration that this has caused you We urge our customers to read our policy , if you should have any questions or concerns please contact us.Thank you,CHW Dispute Processing Team

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 with the policy as outlined in section Letter F, Number due to misuseThere were foreign objects found in the pump which caused the pump to failHowever as a goodwill gesture, CHW offered to provide $to assist with the repairsThat offer still remains and you can call us directly at *** if you have any questions 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 our web site at ***Upon review of your Air Conditioning System claim, we do see that the diagnosis stated that the compressor thermal blew out and Freon leaked out, the unit needs a new compressorIt was advised to us that this unit was lacking routine maintenance The second unit that you had, the technician fixed a wire and it is working Had you had routine maintenance this failure would not have happened with a unit that was only years old.We do see that CHW offered you a goodwill gesture in the amount of $however this offer was declined and you stated that you wanted the unit fixed We do understand that this would be the reason that you filed the claim however we do follow the policy and when failures such as lack of routine maintenance arise, we cannot cover those failures If you have maintenance records, you can submit them for review and we will be able to provide them to the authorization team Please send your records to ***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 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 polices we do see that you paid $for one policy and $for another however you contacted your credit card company and disputed the charges for both the policies By doing charge-back you violated the agreement that you had with CHW and that was why they were cancelledHad you cancelled the policy’s the proper way, you would have received a pro-rated refund minus the administrative fee.CHW does not have the funds that you paid for the policy since the charge-back was completed and you would have to contact the banking center for the money.We do regret your frustration however CHW is in full 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 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***

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 the claim, we do see that the failure that you had in the home was caused by a faulty pipe, CHW did cover the failure for the one issue however we are not responsible for the faucet.If you are not happy with the technician that was dispatched to your home, you are always able to request a different one however if you agree to the technician then you are required to provide the service call fee for each claim.As a goodwill gesture, CHW has added a onetime free service call fee to the policy for the next claim that you might have We are not able to provide you with the funds due to the fact that the funds were not provided to us.We do hope that you continue with our company however if you chose not to, you would need to contact our Cancellation department at ###-###-#### and speak with one of our customer service agents to cancel.We do regret your frustration however, CHW is in full compliance with the terms and conditions of our policy.Regards, CHW

The policy was sent via mail and emailThe policy wasn't effective for days from the sale dateThis is the time for the customer's to have an opportunity to read the policy and cancel the policy for a full refundThe coverages are detailed and outlined in the policy that includes all that are included and excluded. Regards,CHW

Dear *** ***,CHW cannot provide you with a full refund because we have paid out on claims however, we are willing to provide you with a refund minus the amount that we did pay out for the claims This would be $that you paid, minus $which would be a refund of $for this policy (***).In regards to your other policy, you are entitled to a pro-rated refund per section LCancellations.Please contact us at ###-###-#### and we will send you the form for cancellations.Thank you,CHW

Dear *** ***Please be advised that your check# *** for the amount of $was mailed out on 10/17/17. Please allow 7-business days for delivery via USPS. Regards,CHW

we refused the offer of the stove they suggested because it had minimum featuresOur understanding was our stove was repairable, which is a Kenmore Elite with numerous features, but Choice Warranty opted to buy out and initially offer $toward the stove since we rejected the stove they suggestedThey then rescinded $and said they made a mistake it should have been $We ask they send the check to us and was told it would take days to processWe've yet to receive the checkWe called Friday, April 22nd to cancel the service and was told if we cancel we will not receive the checkWe are more or less forced to keep the service and pay for it awaiting a check we need to go toward purchasing another stoveThis seems so unfair

Complaint: ***I reject the response from Choice Home Warranty because:1) On what information do they base their conclusion that the failure of my unit was due to a lack of proper routine maintenance?The service professional that you assigned to my claim reported my unit as clean and evident that it had been maintained The telephone reason that I was given was my unit was "dirty and covered with debris".2) I suggest that my claim was declined after a Choice Employee called to ask if I had receipts for yearly maintenance I told her that my unit had been serviced every spring since I have owned my home (8years) and the unit is years old I added that I do not keep receipts for routine maintenance on anything, only if something is repaired When Choice felt safe that I did not have receipts, they used this as an excuse to reject my claim knowing that I had no way to prove the unit had been maintainedA unit would not run for years without problems if it had not been maintained.3) Choice states in their contract that items listed are covered as long as they are installed properly and been properly maintained They should add to this statement that receipts/proof would have to be provided, as most people would avoid paying for a warranty with your company I you are allowed to require proof when this fact is not mentioned, then you have allowed me to pay you $over the past months when NOTHING in my home has PROOF of routine maintenance .4) it would be helpful if you would state that your consumer advocate has day excluding holidays to respond or even acknowledge they have received the customers e-mail when you post a request for customers to contact her before filing a complaint Just another example of you making up rules/changing rules without the customers knowledge.*** ***

Complaint: ***
I am rejecting this response because:CHW REFUSES TO HONOR THEIR CONTRACT AND TAKE RESPONSIBILTY FOR FULLFILLING THEIR COMMITMENTI STAND BY MY PREVIOUS STATEMENT THAT CHW IS NOT A REPUTABLE COMPANY TO DO BUSINESSI HAVE NOT FURTHER COMMENTSI LEAVE IT IN GOD’s HANDS AND CHW’s CONSIOUS
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*** ***,Choice Home Warranty is not an insurance company, we state this in the policy in Sections A.Coverage #and in Section Lit states " This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty."JM & F LLC, advised that after the installation of the parts, they noticed that the wrong starter was installed previously and had already damaged the unit so when they tried to start the unit, the compressor ran for a short while then went off The compressor damage was due to the wrong starter being previously installed prior to the technician from Choice Home Warranty and it made the compressor seize.Although you do not believe that this is of no fault of the technician that CHW sent to your home, please read Section FLimitations of Liability #where it states that CHW is not responsible for the negligence of the technicians If you believe that this happened from that specific technician we advise you contact them and they will assist you with the matter.Regards,CHW

Dear *** ***We regret to hear to hear your frustration and any inconveniences this may have caused you As a goodwill gesture, we have applied a onetime free service call fee onto your policy that can be used on your next claim In a recent review of this claim, the technician was
scheduled to come to your home on 10/16/2017.Any further questions or concerns regarding this claim, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST.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 *** CHW has a range of managers that are able and willing to assist youYou may ask for a manager when calling the team directly at ###-###-####Please accept the apologies of CHW that you haven’t been receiving a return telephone call and this information has been forwardedSection Letter F, Number of the CHW policy 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”Additionally, section Letter D, Number of the policy indicates that leak detection tests are not covered so that is something that would not have been covered We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Well the air conditioner guy told me that it could go out just as easy on a new one as it didn't mind that it doesn't have to be pre-existing so I'm not going to accept that answer it's a bogus answer and you can say that on any part on any machine so it's just an excuse and I am not satisfied with the answer or how are you guys are treating me in the situation