Bass Services, Inc.

*** ***Thank you for your feedback, we do regret the frustration that you have endured We have documented all the comments and hope that your next claim will go betterAs a goodwill gesture, we have placed a onetime free service call fee onto your policy for the next claim that you place.As always, we urge all customers to review the policy and the terms of the agreement before placing a claim.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. Upon review of your claims, you placed one for your dryer which was not covered per our policy however as a goodwill gesture CHW offered to have the unit repaired for you In reference to the second claim that was placed for the Refrigerator, this claim could not be process due to the fact that the unit is leaking water and per our policy, Section DCoverage #3, CHW does not cover leaks of any kind.Our customer service agent provided you with a goodwill gesture to assist you with the Oven claim however we are not able to provide you with a covered repair for the second claim.As another good faith offer, we will be happy to place a onetime free service call fee onto your policy however please note that the Refrigerator will not be a covered claim per the guidelines of the policy.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 kitchen faucet was leaking from the base and needed to be replaced.Per our policy, Section Letter D, Number 8, CHW does not cover “faucets”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 may get a second opinion at your expense If you choose to get a second opinion, please submit your detailed invoice with the diagnosis to [email protected] for review If the outcome is different, we would adjust 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: The service provider was the person that did not have time for us He never returned phone calls, never made an attempt to contact us We expressed this to choice home warranty numerous timesThey had trouble contacting this service provider In no way did we cause the delay My wife does not work so someone can always be at the home for a service person There response is untrue
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. 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 on the compressor which was caused by excess overheating of the compressor 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...”If you would like to further dispute this claim, you can send your proper routine maintenance records to [email protected] for review After your records have been reviewed, if necessary, we would adjust the outcome of the claim accordingly, based on our policy. CHW does not condone any rude or condescending behavior as we strive to improve our customer service We appreciate your feedback and have taken this information to the Director of Quality Assurance who will look further into this matterWe 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: As I have stated numerous times to CHW, the filter was only confirmed as clogged/not working on July 11, by a technician that I hired to conduct the preventative maintenance on my unit, per my warranty requirements. The technicians that CHW sent out to my home in the months prior to July never did a visual observation on my filtersI understand that CHW and their technicians are not responsible for CHANGING the air filters (which I am not complaining about) but they DID NOT even examine the filters to confirms that they had not been changed or that there was a problem with them that could have put undue strain on the compressor, to cause it to fail. There is only professional concurrence, by an HVAC company not even hired by CHW, for filter failure for a brief time on July I was having AC unit problems going back to April 2016, so CHW CANNOT argue that they are not responsible for my AC failure and now my subsequent replacement because of a faulty air filter for hours on July The refrigerant leak back in April put strain on my unitAt the time of the 2nd failure in June 2016, I had begun running my AC on a consistent, daily basisThis unit is years old, so I absolutely believe that there has been wear and tear on my AC system since I took possession of this home end of August 2015. There should not be any question about my warranty coverage, because a confirmed clogged filter for less than hours on day will not cause compressor failure. The AC unit is years and is showing its age. If this cannot be resolved to my satisfaction, I am absolutely pursuing legal action for breach of contractI have maintained my unit to the best of my ability but since it's years old (a very good age for any unit), this is not my responsibility
Regards,
Siobhan ***

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 you have a tankless system in which CHW does not cover We also confirmed with the technician from *** *** that the unit failed due to the gas valve and cleaning of the unit Per Section DCoverage, CHW does not cover failures due to valvesAlso, per section FLimitations of Liability #states that we do not cover failures due to a lack of proper routine maintenance. We do see that you were provided with a goodwill gesture that you accepted in the amount of $towards this claim.We do regret your frustration however; CHW is in full compliance of our terms and conditions of the 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/useragreementA review of the claim shows that it was processed according to the policy. Based on the most recent diagnosis that we received, it stated that there was a failed main control board which shorted out. The failed control board was caused by transformer failing due to low voltageThe main control board failed as secondary damage which per our policy, Section F, Number 19, we do not cover “secondary, or punitive damages” Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied as you stated that first technician who was dispatched to your home damaged your unit’s transformerPlease note, that Section Letter F, Number 19, of our policy also states that “We are not liable for the negligence or other conduct of the Service Provider” 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 *** After reviewing your claim, we do see that it was placed on 5/22/and CHW dispatched a technician to your home on 5/24/16, two days laterPer our policy, Section C Service Calls #states that “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 holidays.” CHW was in compliance with the terms of our policy by dispatching the technician to your home within days
Per the diagnosis of the claim, we do see that there were two failures, the motherboard and the heaterOur inside technician’s reviewed with the onsite technician when receiving the diagnosis and it was stated that the one part, the heater did make the motherboard stop workingPer our policy, as you had stated in Section FLimitations of Liability #does state that we do not cover failures of a secondary nature; meaning that if one part fails due to another, we will cover only the first part, the initial failureHowever, as a good faith effort to resolve this for you, we are willing to provide the technician with half the cost for the motherboard and still cover the initial failure of the heaterYou will be responsible to still pay the technician for the remainder of the cost
If you would like to accept our offer, please contact us to advise us and we will place the authorization for the claim for the technician
We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy
Sincerely,
CHW

Dear Mr*** ***,We do regret the frustration that you had with our company, we do see that you have received a full refund of the paid policy. This credit went back onto your account today. Please check with your banking center to see how long it will take for the credit to show in your account.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 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 ***
We do see that *** came to your home and provided us with a diagnosis however we do not have any other information that you stated you havePlease provide us with the diagnosis that you have for the part that is needed, please send this information to *** and we will be happy to review for reimbursement for you
Thank you,
CHW

Complaint: ***
I am rejecting this response because: Corrosion of coils is not from non-maintenance We have been is this home less than a year and we have maintained the system as best as we could We have had a company look at the problems and they were addressed and they have never said it was a maintenance issue They stated the system is old and needs replacement
Regards,
*** ***

Dear A*** ***,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 policy that began on 1/1/16, you canceled the policy on 2/16/CHW provides a pro-rated refund per the terms and conditions of the policy This is stated in Section LCancellations LCANCELLATIONThis 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 warranty You 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 Us All cancellation requests must be submitted in writing.According to our records, you paid an administrative fee and you were pro-rated back the months that were not used.We do regret the frustration that you encountered with the claim however; CHW is in full compliance with the terms and conditions of our policy. Best 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 as if it was processed in accordance to the terms of the policySection 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 replacement” Based on the diagnosis that was received the evaporator coil appeared to be new, however the issue wasn’t with the evaporator coilThe condenser coil was leaking, the system had severe rust and corrosion, debris was throughout and needed to be properly maintained to prevent failuresCHW doesn’t require customers to provide maintenance records, however, if you would like to, you are invited to send them to *** to have them reviewed in hopes of a more favorable claim outcomePlease include the claim number on the correspondence Please accept the apologies of CHW for not returning the call if you haven’t received a call as requested by the management teamA note has been sent to handle this request 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: The company is basing this information on a technicality that could be easily disputed with a law suite. The "leak" was NOT by any means CLEARLY visible; only visible to a PROFESSIONAL who has the skills beyond BASIC knowledge that we have to identify such a leak! The message/response is so disturbingly GENERIC (I'm sure because they Have an overwhelming amount of complaints that they have created a "template" to respond to all complaints with) that it is unacceptable. We had no choice but to replace the unit so I will be sure to spread this incident with ALL through social media including but not limited to family, friends, coworkers, and the 500+ *** friends. Please cancel my contract IMMEDIATELY and DO NOT I REPEAT DO NOT EVER CONTACT ME FOR A RENEWAL!!!!! Now I question the integrity of both technician and company. Do you have a side deal together to make money off of naïve hard working families?
I was not asking for something for free - we paid for their plan in full. We even LOST the $we paid to have someone fix the issue that was not fixed!!!! If you were not going to replace the unit you could at least FIXED the damn thing!!!!!!!! After reading all of the Revdex.com complaints about Choice Home Warranty - I CLEARLY SEE I WAS JUST ANOTHER VICTIM!!!! I even read about a law suite against the company that described my exact situation!! The company needs to get a conscience and stop ripping people off. Ethics is important in maintaining a strong POSITIVE business reputation
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. Upon review of your claim, we do see that the unit was not able to be repaired, therefore CHW offered per our policy to provide you with the funds in lieu of repair which would be around $300.00.Please see our policy, Section F#which states “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 are offering to provide you with the funds of $per our policyPlease also note that CHW does not offer the amount that you have requested We will be happy to provide you with the copy of the policy for your records.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 the claim was processed in accordance to the policySection Letter F and Number indicates that CHW is not responsible for repairs related to lack of proper routine maintenanceThere was an internal issue with the compressor which was caused from excessive overheatingThis is something that could be avoided with proper routine maintenanceYou explained to the representative during the conversation that although the filters had been changed, the unit was not maintained by a certified professionalCHW doesn’t cover routine maintenanceCHW received several invoices which demonstrated previous repairs not maintenance 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/user-agreement/. 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 failed and needed to be replaced. Please be advised that your policy coverage start date was 12/5/and you advised that the last time your unit was working properly was 12/10/17. The failure of the compressor takes time to occur and would not have failed in the short lifespan of the policy. Per our policy, Section Letter F, Number 1, CHW is not responsible for any “…known or unknown pre-existing conditions.”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied. 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:Freon is not covered by the manufactures warranty nor is the cost of laborYou assigned a technician that was not able to take calls or even able to call back when promisedAfter calling you several times the technician agreed to come at a time that I am unavailableI am at home everyday after 1:PM(business hours) that your technician was able to provide an appointment.
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. Upon review of your policy, you purchased the policy on 11/15/16, you were provided days for review of the terms and conditions Before the day period is up, if you do not agree with the terms and conditions of the policy, we will issue you a refund for the paid amount However you chose to keep the policy active and therefore it is understood that you have agreed to the terms of the policyThe policy began on 12/15/and you soon after placed a claim for your oven stating that the control panel was not working The failure seemed to be a pre-existing failure since the policy had just begun and offered you a goodwill gesture which you declined You requested that CHW send you a second opinion which is something that the customer should provide to us Regardless, CHW did offer you a goodwill gesture in the amount of $which you did accept however you did not pay the remainder of your balance for the policy; therefore you would not be able to receive the funds.Your policy was supposed to have monthly payments in the amount of $for the total of $ You made one payment on 11/15/and did not make any others leaving a past due balance in the amount of $ If a policy is past due, we are unable to provide the check Our systems will not allow a check to automatically be dispensed without proper payment for the policy Once you make the payment for the past due balance, the check will be released and the policy will then be placed back into active, as stated it is in past due balanceIf you do not wish to accept the goodwill offer and requested to cancel with the amount that you had already paid, you would receive a pro-rated refund of $because of Section LCancellations We are not able to provide you with a full refund of the policy as stated above, a full refund is only before the policy begins. We do regret your frustration however CHW is in full compliance with our terms and conditions of our policy. Regards,CHW