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/useragreement. Upon review of your claim we do see that the unit has failed due to a lack of proper routine maintenance Please review section FLimitations of Liability #12. If you would like to provide us with routine maintenance records, please send them to [email protected] and we will have our authorization department review the claim.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 for a home warrant that cover all my appliance, not just some parts, no one told me only some parts was coverdon't know anything about part L of there guide
Regards,
*** ***

Complaint: *** am rejecting this response because: The unit was working fine when I dropped *** *** *** and signed on with Choice and the date that I signed on was 5/2/2017 Had I been having issues with the unit, I sure as heck WOULD NOT have dropped one warranty in place of another prior to getting it taken careI don't care how long the coverage was the warranty was in place I didn't start having issues until the day prior my claim and it got progressively worse
I am rejecting this response because:I am rejecting this response because: The unit was working fine when I dropped *** *** *** and signed on with Choice and the date that I signed on was 5/2/2017 Had I been having issues with the unit, I sure as heck WOULD NOT have dropped one warranty in place of another prior to getting it taken careI don't care how long the coverage was the warranty was in place I didn't
Regards,
*** ***

Complaint: ***
I am rejecting this response because:This is just false. The technicians have told me verbally and in writing that the "cause" of the problem / needed repairs is due to wear and tear. I have a copy of their report sent to CHW and no cause was listed. The CHW response to this Revdex.com complaint is misleading. They wrote using the word "related" to rust or corrosion. However, in the contract section F, verbatim below it uses the words "due to rust or corrosion" not "related to" meaning rust or corrosion must be the "cause" of the problem. The cause of the problem is wear and tear. CHW needs to provide documentation to support their claim that the technicians explicitly said what CHW claims they said because from my perspective they are falsifying a report. All information I have from the technicians is that the problems and repairs are caused from wear and tear. FLIMITATIONS OF LIABILITYThe following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii)known or unknown pre-existing conditions. *** ***
Regards,
*** ***

*** ***Our policy states that all units must enter the policy in proper working order. The unit had failed components that could not have failed within the short amount of time that you have had your policyThis would constitute as a pre-existing condition. If you would like to receive a refund of the paid policy, CHW will be able to provide you with the refund that you paid for the policy. We ask that you contact our office at ###-###-#### and we will send you a form to sign.We also requested that before the policy began that all units were in proper working order and come into the policy in proper working order. This is stated in Section ACoverage #2.Thank you,CHW

Dear *** ***,If you have maintenance records showing that you had maintained the unit, you could have sent the records into our office for reviewPlease note that an inspection does not constitute as maintenance nor does repairs.Considering that you have chosen to cancel the policy with us, we would not be able to assist you with any repairs or replacements of any units due to the fact that you are no longer a customer of ours. We do regret your frustration however CHW is in full compliance of the terms and conditions of our policy. 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 the cancellation department at CHW has been attempting to reach you but had a bad connectionYou can expect to hear from them todayIn the event you are not contacted, please call them directly at ###-###-#### to have your concerns addressed 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 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 claim, we did review the serial number and this unit does show as a counter top microwavePer our policy, we do not cover these types of unitsWe did try to advise you that if you went to the site for DACOR and you place the serial number of your unit (***), you will see that this unit is not a buiunit it is a counter top that was built into your cabinets
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy
Regards,
CHW

Complaint: ***
I am rejecting this response because:
After the useless repairman from your company came, I hired another plumber and he found the leak coming from a windowYour useless plumber wanted to tear down all the walls and did not even attempt to look for the leak
Regards,
* ***

CHW values the feedback of all customersThis is useful in assisting with assigning the next techniciansCHW offers a reimbursement process in which you are able to select your own technician and after seeking the necessary prior approval, can handle the work for you and you are reimbursed in up to daysCHW has contracts with select techniciansIf you would like to have your claim reassigned, please call the customer service team directly for assistance at ###-###-#### 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 claims were covered in accordance to the policySection Letter F, Number We are not responsible for any repair, replacement, installation, or modification of any covered system or appliance arising from a manufacturer’s recall or defect of said covered items, nor any covered item while still under an existing manufacturer’s, distributor’s, or in-home warranty 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 *** Please accept the apologies of CHW for the delay in locating a qualified service technician to diagnose the problem with your refrigeratorCHW offers to customers the option of utilizing the reimbursement service in which the technician is reimbursed based on CHW and claims are processed accordingly, provided the prior authorization needed is receivedHowever, based on a review of the claim, the claim as processed in accordance with the policy The diagnosis received from the technician was that the unit had a shorted compressorThe cost to repair the refrigerator was worth more than the actual unitAs such, per the policy section Letter F, Numbers and 16, CHW provided you with funds based on the current unit“We have the sole right to determine whether a covered system or appliance will be repaired or replacedWe are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or colorWe are not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governments”Additionally, “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 do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear *** ***,We do regret your frustration however CHW is not responsible for the negligence of the technician, Please review the policy Section F# Please feel free to contact the technician at ** *** *** ###-###-#### Due to the policy guidelines, CHW is in full compliance with our terms and conditions CHW has offered you a full refund providing you sign the agreement that we sent.Kindly submit the agreement to receive the full refund.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, we do see that the failure for the plumbing was not covered under our policy since we do not cover frozen pipes for any reasons as stated in the policy.Also, we did approve part of your claim for the heating system but we do not cover valves, as stated in Section DCoverage #5.CHW has done exactly what we state we do in our policy, please note that we are not insurance and we do state this in our policy in Section ACoverage.CHW is in full compliance with our terms and conditions of our policy, we urge customers to read the policy within the days that you have prior to the policy’s start date This time is provided for you to review the policy as well as cancel if you do not feel that this policy is something that you do not want Lastly, these days is the only time that you can cancel for a full refund as stated in section B Coverage Period. We regret your frustration and do wish you the best.Sincerely,CHW

We do understand the frustration with this claim, we do apologize but the technician stated that the issue was with the tub drain mechanism, this is not covered under our policy We did not give the technician authorization to complete the job due to the fact that it was not covered CHW will not be able to reimburse you for work that we did not authorize to have completed also, if there was an issue with a specific technician, they are responsible for their own work This is stated in our policy as mentioned before in Section F. LIMITATIONS OF LIABILITYYou agree that We are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performanceYou also agree that We are not liable for consequential, incidental, indirect, secondary, or punitive damagesYou expressly waive the right to all such damages.We received the diagnosis from the technician on 6/16/and the same day we sent you an automated email and phone call to contact CHW, which you did and we did explain to you that day that this was not a covered claimYou stated that Leaf Plumbing did a horrible job but they were harassing you for payment but you now want CHW to pay the new technician that you had come out to fix what this one didSince this was a non-covered claim, you would have to contact the technician at Leaf Pluming, explain to them that they didn't do a good enough job and then request for them to pay for the new technician since it was their fault (as you stated) that a new technician had to come out.We do apologize but this is the advise that we were given to assist you with this claim due to the fact that we did not authorize the claim and we are not responsible or liable for any of the technicians as they are licensed and have liability insurance to cover such.Thank you,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 Upon review of your policy, we do see that CHW has assisted you with the following claims:Claim # *** on 06/22/for your Garage Door Opener Claim # *** on 06/10/for your DryerClaim # *** on 11/20/for your Oven Stove Cook Claim # *** on 09/09/for your Air Conditioning SystemClaim # *** on 08/30/for your Water Heater: Claim # 4*** on 07/02/for your WasherClaim # 4*** on 12/06/11for your Garbage Disposal Claim # *** on 06/27/for your Ceiling FansClaim # *** on 04/19/for your Electrical System Claim # *** on 04/06/for your Electrical SystemWe do apologize that you’re disappointed in the outcome of this claim, per the technicians diagnosis that unit was not maintained properly He stated that the unit had defective compressor causing the circuit breaker to trip continuouslyPer our policy, Section FLimitations of Liability #states that CHW is not responsible for repairs that are related to a lack of proper maintained.As a good will gesture, we would like to offer you a $towards this claim We are not able to cover the claim in its entirety but we do request that once it is fixed you provide us with a proof of repair so that the unit will be covered under our policy We do hope that you accept this good will gesture of the $and we look forward to assisting you for you future claims.Best regards,CHW

Dear *** ***We regret to hear your frustration Please be advised that your unit was repairable, however, the parts needed to repair your unit are no longer available through our vendor Our policy states in Section Letter F, Number 9, “…If parts are no longer available, We will
offer a cash payment in the amount of the average cost between parts and labor of the covered repair…”Our cost of the repair and labor was $125.00, however, we offered you $towards a new unit You accepted this offer, the check was mailed to you and you cashed it on 10/2/17.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear *** J ***,We regret to hear your frustration and dissatisfaction with CHW. As a goodwill gesture will re-review your claim and the documents that you sent to us Once we have reviewed your documents and claim, we will reach out to you with an update. 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 *** We are awaiting the receipt of your reimbursement claim to move forward with the processing of your claimPlease call our customer service team directly if you have any questions 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 *** Please accept our apologies for thisIt appears there was a delay in receiving your partThe notes indicate that you have cared for this and a reimbursement form has been sent to you for reimbursement We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW