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 your claim shows that the claim was processed according to the CHW policyThe claim was placed on 7/29/for the air conditioning system that wasn’t cooling properlyA request was made for a specific technician and when CHW reached out to that technician they weren’t able to accommodate the request on that dayIt was at that time that CHW also advised that they aren’t an emergency service and explained the reimbursement process in the event you wanted to use your own technicianSection Letter C, Number of the policy indicates that prior approval is required from CHW to approve a claimOnce a technician was able to diagnose the issue it was determined that a leak detection test was required to isolate where the leak was coming fromSection Letter D, Number of the policy indicates that leak detection tests are not coveredIt was explained also over the phone on 7/29/that if a leak detection test was conducted by a technician other than a CHW technician, pictures would be required along with the identifying information that included the model and serial number on the unitOn 8/3/16, CHW received an invoice for work that had been completed without receiving a prior authorizationThe invoice indicated that there was a ton evaporator coil replacement that was performedThis wasn’t covered as there was no prior authorizationCHW had explained the procedure with getting the leak detection test done and the requirements of submitting the diagnosis of the leak detection test as well as the required pictures to obtain the authorization neededThis was not done We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear *** ***,
We do apologize for the inconvenience in regard to the AC claim, we do see that we offered to allow you to use our reimbursement processIf you use this process, we ask that the technician that you chose contacts CHW before ANY repairs are completedIf we are not contacted
prior to the repairs being completed, we will not authorize for any repairs
However, if you would like to cancel the policy we will be willing to provide you with a full refund of the paid amount of $to youIf you chose to cancel for a full refund please contact our customer service department and they will provide you with the release agreement that we would need signed and sent back to us
Thank you for your feedback
CHW

Complaint: ***
I am rejecting this response because:
It was not the belts or chains it was the gear that I was waiting on to be replacedHowever even though he finally came out weeks later it once again messed up a few days laterI called the technician and he never called backI called the call center and they placed a call to the technician and he never respondedI had to call the call center twice before they finally assigned another company to come outHe is coming out today so I will see what happens from here
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 ***. After review of your policy, we do see that you signed up online for this coverage for auto renewal for a monthly policy In order for your to stop the payments from coming out, you would have to contact CHW to cancel the policy since there is a continuation for the policyWe will be happy to wave the past due balance that you have in the amount of $and cancel the policy however the amount that has been charged was due to the auto renewal for the monthly customers and it shows that you are on your 3rd year with us.Please kindly contact us and advise if you would like to cancel as it states in the policy, Section LCancellations.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

I talked to a resolution manager at Choice Home WarrantyThey have increased their repair offer to $of cancel offer to just under $1, I paid $1, I reject both of these offers as unacceptableI want the complete amount of the warranty amount that I paid $1,reimbursed back to me, and will accept nothing less Once again, they are in violation of the Magnuson-Moss Federal Warranty Protection Act rule on misleading and hidden statements in warranties, and not having the warranty visible for previewing before the time of sale onlineIf I have to take this further to get what is right by this company, in both New Jersey and Texas courts, I will, but I hoping that I do not have toI hope that you can help me resolve this matter.My desired outcome at this point is to cancel the policy and get a full refund of all monies paid for this policy $1,

Dear Gladys ***, 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 to the CHW policy section Letter A, Number which states that CHW is responsible for repairs related to wear and tearBased on the diagnosis that was received the compressor of your system had failed due to the internal windings shorting to the groundThis failure occurs from the compressor overheating, which causes damages and the shorting of the compressorThis is not a result of wear and tearYour policy was canceled at your request 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 feeA request will be sent to review your refund to be sure it is accurate 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 the compressor shorted to ground This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor This failure does not constitute wear and tear as there are many safeguards that work to prevent these types of failures Per our policy, Section Letter A, Number 2, we cover failures that “Become inoperative due to wear and tear…”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you stated you understood.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear *** ***,Our policy as we stated before is online for anyone to view Once you had purchased the policy, you then had days to review the terms and conditions that are provided to you If you disagreed with the terms and conditions, then you could have cancelled then for a full refund However, since you continued to stay with us after the policy’s start date, we believed you understood the terms and conditions as stated in Section FLimitations of Liability # CHW does not provide coverage for failures that are caused by rust or corrosion and we do not cover any known or unknown pre-existing failures When you called your claim into our office, you were not speaking with a technician and therefore, your claim was submitted You paid the $service call fee because that is required in the policy in Section C Service CallsLastly, per section ACoverage, #we do expect all units to enter this policy with all units in perfect working order By entering the policy, you had agreed to this and yet did not do so since the unit failed only days into the policy.As a goodwill gesture, regardless that you have cancelled the policy, we will be happy to provide you with a refund of both payments that you made in the amount of $however since the service call fee was not provided to CHW we cannot offer that amount of $45.If you contact our customer service department, they will provide you with the refund of the policy.Thank you,CHW

Dear *** ***,We regret your frustration Please be advised that your unit failed shortly after your policy coverage started Due to your dissatisfaction, you requested to cancel your policy. As of 10/19/17, your policy was cancelled and your full refund in the amount of $
is currently processing. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

I am rejecting this response because: my dryer stopped working suddenly There was a sudden failure that did occurred after my contract start date. If you allege it was prior to my contract, I am requesting a written statement of when these items failed

*** ***,The notations in your claim do not reflect that you were advised that the heat exchanger is an excluded portion of the policy because it is not It would only be excluded if the exchanger had failed due to something that was exclusion in our policy as stated in Section F Limitations of LiabilityIn this case the exclusion was a lack of proper routine maintenance as specified by the manufactures specification. We received a picture of label on the unit which shows you had previous repairs completedFirst was A Board issue in and a new board was installed in , new condensing fan motor along with washing of condensing coil done in 2012.The second and third invoice was for a service agreement and service that was done where your technician found cracks on 12/15/which is right before you called in claim to usThere was no records showing consistency only when you had a repair to complete. Our policy specifically states that you would have to have routine maintenance done on your unit and the records do not show as such. We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy.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 *** Upon review of your claim it appears that your claim was processed in accordance with the policy section Letter F, Number 12, which indicates CHW is not responsible for repairs due to lack of maintenanceThe technician was initially there to make a repair to the control board which was covered but once there found that compressor had shorted to the ground which indicates a lack of maintenanceHowever, it appears that a supervisor with CHW did offer $to assist with the purchase of a new refrigerator or repairs as a good will gestureThis payment is on the way to youCHW values all customers and apologize regarding the wait you endured while the part was being shipped We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Complaint: 10652740I am rejecting this response because:Due to the climate in *** rust is common on AC unitsThe Evaporator Box Coil did not have any corrosionTwo squares of shingles was an estimate from the Roofing ContractorMy house is more than square feet, two squares of shingles covers about feet! There were only three separate area that required shinglesI submitted the pictures to CHW for reviewCHW has a replacement policy as wellHonor your policy!!!

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 *** There have been numerous claims placed and approved under the policy with this contract which shows that CHW does pay on the warranty as indicated in the policyThe claim in question is the claim placed on 9/11/for the air conditioning unitThe diagnosis that was received from the technician indicated a leak in the condenser coils, the valves in the compressor were not pumping and there was also a restriction in the evaporator coilAs a result of the multiple failures the claim was not coveredThe failures are due to lack of proper routine maintenance which is not covered as outlined in section Letter F, Number of the policy 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:
When I initially contacted the CHaw sales agent, I specifically asked about cancellation before the full term and the sales guy said it will be only the prorated amount and $documentation feeThere was never even a single word about the deducting the service costsIf this would have been the case, why would anyone buy a multi-year policy? When closely looking at the contract, it also states the fees will be deducted but not the full costs.Also, I did not ask you guys to cancel itI told the customer representative that I'll need sometime as I was in a total shock with the way I was cheatedI even called CHW to reinstate the policy(as I was losing som much money) and spoke to the sales manager but he was rude and did not even try to help
Regards,
*** ***

[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 spoke to Choice Home Warranty yesterday and we came to a mutual agreement. Please close my complaint. Thanks
*** ***

Dear Mr*** * *** 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 claim itself was not covered due to a lack of proper routine maintenance There was out of Freon and did a test for a leak, after the test was completed, it showed that there was a leak on the line set The tech pumped down the Freon in the condenser and welded the line set to fix the leak He did have it up and running however the unit was not installed properly and also the condenser coil was % clogged and started to leak again The tech stated that the coil was repaired at the line set leading to the coil and the screen at the evaporator coil was clogged. Per our policy, Section FLimitations of Liability #12, CHW states that we do not cover failures that are caused by a lack of proper routine maintenance and also Section FLimitations of Liability #which states that we do not cover any type of failures that are related to an improper repair or installation However, despite the exclusions that our policy states, CHW did provide you with a goodwill gesture in the amount of $to help go towards the claim Sam did authorize the payment for you and our records show that the authorization was completed on 4/28/and it does take days for our system to generate the checkWe do see that the check will be going to you home shortly.If you would like to contact us for an update, we will be happy to update you however we did process the goodwill gesture and the funds will be on its way.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 assetWe are committed to providing a positive customer experience and we take all feedback very
seriouslyChoice 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 reviewing your policy with CHW, we do see that you have paid $for a one year policy and CHW has authorized $in claims for you
Per the diagnosis that was provided to us, the failure is within water lines and the valve to the ice-makerPer our policy, Section DCoverage #states CHW does not cover failures that are due to this specific reasonHowever, if you do not believe that this is the failure, please provide us with a second opinion
Once we receive the second opinion, CHW will be happy to review the diagnosis
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 reading about multiple complaints for the same issue and realizing that the State of New Jersey Consumer Affairs Division received a settlement from them and is monitoring their shady business practices for the same complaints and misrepresentations, I refuse to drop this complaint The section in the contract they are referring to is very vague and the technician that the "company" hired to inspect the unit stated that due to the age of the unit (almost years old) that yes it was wear and tear The company states that the unit was being overused and overheated May I remind them that this is winter and the use of the unit is minimal It most certainly is not being overworked, however, the unit is old, but their warranty states that the age of the system is not a factor This is stated in their advertising They continue to use the same deceptive business practices that cause the State of New Jersey to go after them advertising, denying claims unjustly, and asking for service records This company needs to be shut down I have paid for a service that I have not received
Regards,
*** ***

Complaint: ***
I am rejecting this response because:I hired *** *** *** *** from Spindale, NC to examine my heat pump and its componentsAfter inspection, they replaced a blower motor that showed motor bearings were wearing downThe motor was replaced and my system is functioning properlyThree technicians from *** *** *** *** concluded the unit and its components were and the cause not as a result of poor maintenanceFurther, RHVAC, stated the technician from CHW's vendor did a poor job of analyzing the problemAdditionally, CHW's vendor also overcharged our unit with R-coolant and had to be drawn downI believe CHE paid the vendor $222? For charging and inspecting the unitHad the unit continued to operate under those conditions the unit would have failed requiring a total replacement They indicated the problem could have been resolved in hours by replacing only the blower motor and no other partsTotal cost fro *** *** *** *** was $for service call and $for the blower motor and labor I request CHW reimburse me for all charges from *** *** ***, plus the $contract service charge. *** *** ***