Bass Services, Inc.

Dear *** *** We regret to hear your frustration, however, this is not a covered claim If it were a covered claim, please understand that the parts needed for repair are no longer available. Per our policy Section Letter F, Number “…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…” In this case, the cost of the parts and labor totaled in the amount of $ As a goodwill gesture we offered $400, which is more than the amount cost of parts and labor You stated that your washer cost $800, please see our policy where it states in Section Letter F, Number 16, “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.At this time, the goodwill offer of $to assist you on this non-covered claim stands Please contact our claims department at ###-###-#### if you would like to accept this offer If you accept the offer, you will be provided with a form to sign in order for us to provide the goodwill gesture Once we receive it back, the check will be sent directly to you.Regards,CHW

Complaint: ***
I am rejecting this response because:When the disputed claim was made, my account was open! I cancelled the policy after the fact because of this company's dishonesty! They requested the maintenance records and the were faxed to them After requesting that I fax the record again because I attached a note to it and I immediately faxed it as requested and again received a fax confirmation; Aaron the rude combative employee who identified himself as the manager claimed he didn't get ir, then went on to say that the records did not have the serial numbers of the units, just the service address If he never received the documents, then why was he asking about the units serial numbers.It is clear to me that Choice Home Warranty practice dishonest business and if I have to get my attorney involved, I will Choice Home Warranty did not uphold their end of the contract and that's the bottom line They asked for records and they got the records they just simply do not want to uphold their scam of a contract! In addition, from the research I've done in preparation to take them to court, the average A/C compressor last 12-years, my unit is years old and has lasted well past the average due to yearly maintenance I am still angry and will post this issue on every website available warning consumers not to do business with this dishonest company.Choice's standard BS letter sent to you does not resolve my issue
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
I do not accept this response The actual technicians they company sent out who looked at the unit in person said it had been maintained They are saying from miles away that it hasn't The unit is years old in a very hot climate, that is what is wrong with it As their slogan even says, "sometimes things just wear out".Please let me know what the next steps are
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 was processed in accordance to the CHW policy. Section Letter F, Number states, “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…..”. Based on the dishwasher that was previously installed, a check in the amount of $was sent to assist with the cost of the replacement dishwasher that is needed 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:A representative from the company that I spoke to on Friday 9/told me that this was covered, and told me to call *** *** to schedule a repair The service call back in June was not broken, but only a piece of PVC pipe that was missing, which was causing water to spray in the floorThe technician replaced the PVC pipe and sealed all connectionsNo water has leaked since he left The technician didn't even charge us the service call fee because he said it was such a simple fix CHW also told me that the evaporator coil was damaged due to lack of preventative maintenance When I called the repair company directly, they told me that there is NO WAY that preventative maintenance would have prevented this They said out of repair claims they go on for evaporator coils, CHW may only cover How is that the technician that came to my house is wrong, but an analyst for Choice (who has NEVER been to my house) is right??? At the end of the day, Choice has done nothing for me If they can not cover this issue (per their own "Claims Supervisor" who told me it would be no problem)...then I would like a full refund of any premium that I've paid monthly I'm sure all calls are monitored, pull the call from last Friday around 3pm CST.
Regards,
*** ***

*** ***,Due to this being a covered claim, this check should have been issued to you without any issues of cancellations. The state of *** does not take funds out for cancelled policies. We will reissue the check and do regret the mix-up. Please feel free to contact
me directly for any issues. T*** Thank you,Tracy M

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 claim, we do see that the units that you have had cracks in the heat exchanger The records you had provided stated on 12/15/15, your technician found the cracks and then you contacted us on the 17th to place your claim The invoices you have provided do not show routine maintenance, they show that you had repairs each time you had an issue, except for this issue that you contacted CHW when your technician found the issue This is not routine maintenance which is what our policy states must be done to have a covered claimPlease see section FLimitations of Liability #12. We do regret your frustration however; CHW is in full compliance of our terms and conditions of the policy.Regards,CHW

Complaint: ***
I am rejecting this response because:
The RUDE comtormer sevice person I spoke with refused to pay for the repair of my Heating and air system, only offering a mere " Good Will " payment toward the repair bill !Also I was not sent a copy of my service Contract till after a month and a half from the date I signed up
Regards,
A*** ***

Complaint: ***
I am rejecting this response because:
I ask this question when I purchased the warranty and the sell person told me that they will still cover the items and if this is CHW policy I would like a full refund and the reason why is majority of my items are still under warranty
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. CHW offers repairs or replacements for items that are covered under our policy If a unit does not fall under the covered portion of our policy, CHW will not cover the failures.We have reviewed you claim and do see that the outcome of the claim was that the unit had a failure that was caused by rust or corrosionOur policy does not cover failures that are caused by rust or corrosion. CHW does provide our policy online for anyone to view as stated above also, you do have days to review the terms of the agreement before the policy begins If you disagree with the terms of the policy within the first days, you are able to cancel the entire policy for a full refund but if you do not cancel within the first days, you are subject to Section LCancellations.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear James E Stewart, 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 claims show that the claim was handled in accordance with the policyThe diagnosis indicates that the blower wheel assembly came off and caused the motor to failThis is considered secondary damagesSection Letter F, Number of the policy states, “You 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 damages”This is also the case with the accusation that the reason for the failure was caused by the previous technician that handled the repairYou would need to contact the technician that completed the repair CHW doesn’t want to lose any valuable customersSection Letter L, Number of the policy 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 CHW”Based on the claims covered, there wouldn’t be a refund due at this timeShould you have any questions, please reach out to the CHW 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

Complaint: ***
I am rejecting this response because:
That is not trueThe a/c unit was maintained properlyThe repairman said that the compressor failed he did not say howAnything mechanical can fail at any given time due a whole list of reasonsChoice just uses there generic answer for denying a claimThe repairman did not have a reason for failure but he did state that Choice would deny the claim due to costWell the cost to have the unit replaced was $and yes I have the receiptThat’s what I want reimbursed for per there contract
Regards,
*** ***

Section Letter C, Number of the policy states, “Upon request for service, We will contact an authorized Service Provider within two (2) days during business hours and four (4) days on weekends and holidaysThe authorized Service Provider will contact You to schedule a mutually convenient appointment during business hours….”. The claim that you are referring to is a non-covered claim, however, in the interest of customer service, CHW offered to provide assistance with the $CHW didn’t offer excuses, instead referred to the policyPlease refer to the excluded as well as the included, there is no way to include all of the reasons something may not be covered in the contractThe contracts states in Section Letter A, Number that CHW is responsible for repairs related to wear and tearUnfortunately, your failures weren’t wear and tearThe policy outlines specifics, please refer to your policy Regards, CHW

We would like to look into this issue for you but you didn't provide any information that we can locate your policy The address that you have provided doesn't match anything in our system Could you please provide the policy number or the claim number for us to review the claim.Thank
you,CHW

I spoke with CHW today. They said they could not match the capacity or features of my covered front load washer. They asked me to hold to speak to another representative after holding for minutes I had to hang up. I read their response they would pay $toward the purchase of another front load washerI told them in the beginning I would have expected they would have offered the cost to repair the washer, which was around $They have insisted they would give me money toward the repair or toward the purchase of a new washer. That is not what is in their contract. If they do not honor their contract that is deceptive trades.Please flag them for not honoring their contractual agreement. Before I file a small claims case in the JP courtI will accept $which is more than a $below my current Damages If I win the small claims case for deceptive trades and breach of contract, please let them know I will be pursuing triple damages of $994.67 plus the cost I have been paying for the useless warranty Their contract in my opinion is fraud and a violation of the *** Deceptive Trades Act

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 claim for your AC system, it was advised to us that the evaporator coil was leaking due to rust Per our policy, Section FLimitations of Liability #states that CHW does not provide coverage for a unit that fails due to rust which is a lack of maintenance.You had stated that you had maintenance done on the unit and provided us with a record that was not a proper maintenance record This invoice was from 4/stating that the AC had maintenance but does not show what maintenance was done The invoice showed recommendations to do repairs It did not show anything was done hence not proper maintenance records The pictures that we receive show that the unit was rusted and corroded on the U bends on the evaporator coil This is where the leak was coming from.We do see that you have requested in the complaint that you would like to cancel the policy We are not able to refund you back the entire policy because CHW has paid $towards your claims for this property and you have paid in $for the policy There would not be a refund but you can reach our retention department and cancel your policy.We do regret your frustration however; CHW is in full compliance of our terms and conditions of the policy.Regards,CHW

Dear *** ***,
We do regret your frustration however per our policy Section LCancellations states:
“LCANCELLATION
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 warrantyYou 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 UsAll cancellation requests must be submitted in writing.”
We do see that you have already cancelled your policy with us and did receive the proper refund of $
Per our policy, Section L #4, also states that once the day grace period is over, you are not entitled to a full refund
We do thank you for your feedback however CHW is in full compliance with our terms and conditions of our policy
Choice Home Warranty

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 have reviewed your complaint and both accounts with CHWWe appreciate the loyalty of our customer’s and would love to have an opportunity to serve youBased on your request, both policies have been canceled 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 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.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 SrClaims Specialist advised you about the outcome of the claim and our policy, in which you disagreed stating you had maintenance records We advised you to submit your records for review We received and reviewed your maintenance records, and unfortunately it did not prove that your system was properly and routinely maintained as there was no model/serial number from the equipment, no pressures notes, and no notes of any issues or things found upon the inspection Please understand that this was not a valid maintenance invoice Due to your dissatisfaction with the updated outcome, you requested to cancel your policy We strive to provide the best customer experience, therefore, we have resubmitted your claim to our Customer Solutions Specialist for review Please allow 24hrs-48hrs for a specialist to reach out to you with the outcome 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: They gave me numbers to three technician that didn't work for them, it is scam, I report them to Channel news and two other people had already reported them so they working on during a story on themI paid these people $dollars a month and still no serviceMy toilet is still not working till this day
Regards,
*** ***