Bass Services, Inc.

I am rejecting this response because:
Per the last conversation I had with the supervisor, account is on holdI expressed that I didn't want the money if all they could send was such a ridiculous amount and expect me to actually buy a refrigerator with $389! They offered to let me out of contract and that is when I said that I wanted to check into things and not make a decisionThat is the first time anyone said anything about a binding contract or auto debits out of my accountI never approved of eitherBeing dealt with like this is like being slapped and then being told you had the right.I just want a just amount to buy a fridge!

Dear *** *** We regret to hear your frustration. Please understand that based on the diagnosis that we received, the failure could not have occurred during the short lifespan of your policy, thus making the outcome pre-existing. Due to your dissatisfaction, if you choose to cancel your policy, CHW will honor your with a full refund. 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 been diligently working on locating a technician to assist with the claim that has been placed for your refrigeratorCHW understands how important your appliances is and would like to assist with the processing of the claim as quickly as possibleAn attempt was made to explain the reimbursement process, however the call was disconnectedIf you would like to obtain more information on this process, please call the 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

Dear Mr*** ***,We understand that the technician would say that this is however this is someone that see’s this type of issue all the time and to them it is a failure just as they would state rust or corrosion is.Upon reviewing your claim, we do see that you have accepted our goodwill gesture of the $that we offered to you.We do regret the frustration you have experienced however CHW is in full compliance with the terms and conditions of our policy. As a second good faith offer, we have placed a onetime free service call fee to your 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 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 tank was leaking which caused it to rupture.Per our policy, Section Letter D., Number 6, CHW does not cover the “…main, holding or storage tanks…”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel due to you dissatisfaction. Due to your dissatisfaction, CHW honored your request for a full refund. An agreement was emailed to you on 1/3/18. Please sign and return in order for CHW to start the process for your refund.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:
sorry, there is no goodwill in this caseyou have to follow the contract and the furnace was in the perfect working condition when the contract startedwhat does it mean "unknown" condition? any component that brakes has some condition that results in the break, and this condition deteriorates the item until it brakes, so, technically, all broken items have preexisting tendency to brake from the first moment they start to work I request full refund of my costs, not $I will have to seek the legal help in this case, it is not satisfied
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 *** We do regret any frustration with this claim, we were not informed of any other diagnosis as nothing was provided to us but the original diagnosis from CSS on Demand that we had sent out to your home However, CHW is willing to provide you with a goodwill gesture of a refund of the policy in the amount of $ We ask that you contact our company and we will email you a release agreement that we would request signed in order to bypass our Section LCancellations of our policyThe claim has been documented and once you do contact us we will send out the agreement.We do regret your frustration; and do look forward to a resolution.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 unit was low on Freon and the evaporator coils were rusted and corroded In addition to that, we received pictures that showed clogged coils, dirt, debris, and dents All of these issues 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 were not in agreeance We strive to provide the best customer experience, therefore, we advised you to provide your proper routine maintenance records You agreed to this. We received your paperwork, however, the invoice we received only confirmed that your unit was not properly maintained The outcome of this claim stands.As a goodwill gesture, CHW will offer you $to assist you with the non-covered claim and a onetime free service call fee for your next claim.To accept this offer, please find attached release agreementKindly sign, notarize, and return the documents to the attention of “Consumer Advocates” and also include your policy number You can return the document by email, fax, or mail Please note faxing does take hours to upload into our system The fax number email and mailing address are listed below.Email to: [email protected] to: ###-###-####Mail to: *** *** *** *** *** *** *** *** ** ***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 http://www.choicehomewarranty.com/user_agreement.php.Our records show that a check was authorized for you in the amount of $and it does take business days to process, once it has been processed it then will be mailed out the following Monday Your check was processed on 1/19/and we see that it was mailed 1/29/but it is possible that it was after USPS picked up the mail and if so, it would have gone out the following business day.If you have not received the check, please contact your local USPS office because our records show that it was mailed to you and we are not permitted to reissue a check unless the customer pays for the fee to stop the check in the amount of $ If you do not want to pay the $then we have to wait days for the check not to be active any longer Kindly contact us to ensure that the correct address is on your account for billing, which is where the check would go toThe check number for this check is 297141.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 *** A review of the claim indicates that the claim should not be covered in accordance with the policy, section Letter F, Number in which rust and corrosion are not coveredThe evaporator coils were leaking and showed rust and corrosionHowever, based on CHW wanting to assist you, there was an agreement initially made where they would allow you to use their discount to purchase the itemsThe $1,charge was charged on 9/and was voided on 9/If at this time, you don’t have the $1,you will need to contact your bank directly as CHW never received the funds, but instead it was pending and has been released 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 *** CHW values you as a customer and wants to be able to provide you with outstanding customer serviceA request has been sent to call you regarding your request to cancel your accounts 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 We received your invoice which confirmed that the work to your unit was already completed Per our policy, Section Letter C, Number 3, “…We will not reimburse for services performed without prior approval.” We strive to provide the best customer experience, therefore as a goodwill gesture, we reimbursed you our cost of the repair The amount totaled to $175, in which the service call fee was due therefore we offered you funds in the amount of $130.Please understand that we reimburse funds at our cost as it states in our policy Section Letter F, Number 16, that “We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost.” Please be advised that if you choose to have your own technician, they must call in their diagnosis to our Authorization’s Department as they would be advised whether or not the claim would be covered.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:
Number 1, you said that rust as per policy is not coveredThe pipe in question where the leak existed is a copper pipeEveryone knows that copper does not rust! Also, CHW representative did not explain the refund as per your interpretation They told me I could get a full refund at any time or I would have NEVER bought years in advance I was also told that I would receive 200, then when I called back they said I also did not decline the offerI spoke with your representative and am going to send in a invoice for repair to receive the Seems you can't believe anything from CHW representatives
Regards,
*** ***

I am rejecting this response because: The response did not address the portion of my complaint which actually triggered the Choice Home Warranty representative to become extra rude and obnoxious, and this was stated in my complaint whereas I stated that I was given information when I signed up for the warranty My complaint issues included the fact I was told that I would get month free if I add an additional property, I then added my rental property, I was then told by adding this property I would be charged $per month per property and I would get month free I was told that I had to wait days from the date I signed up for my warranty before I could file a claim, which was no problem It DOES NOT matter whether I received my money back or not, I signed up for this warranty based on the information that was given to me and expected Choice to honored what was told and explained to me originally vs a refund That is the bottom line, according to Revdex.com website, Choice has had over complains within the last months, basically the same as my complaint When I spoke with Markis (Choice Rep who stated that he was a supervisor) I told him about the complaint I found on the Revdex.com website, he stated that Revdex.com website and that I was going to file a complaint, he stated that it did not matter because Revdex.com has does not list their company and that Choice ratings are under some type of Consumers website

Dear Mr***After the response that we sent to you, more information was received and it does show that you had the coils changed without prior approval due to the fact that the wrong one's were placed onto the unit prior to you having the policy with CHWYou had a policy with a different company that used the same technician who did the work improperly. This would not change the outcome of the claim, per our policy Section F#states that CHW is not responsible for repairs that are related to an improper installation or repair.As we offered in the last response, CHW is willing to provide you with a goodwill gesture of $to assist with the claimIf you would like to accept this offer, please contact us and we will be happy to provide you with the check.Thank you,CHW

Complaint: ***
I am rejecting this response because:the heat pump technician wrote that the defective contactor didn't cause the condenser motor or bearings to go out! Our attorney reviewed the contract and said the $defective condenser motor should be covered under our deluxe home warranty! Choice Home Warranty is just a scam and doesn't pay legitimate warranty claims! They are a rip off when their technician said the motor should have been covered! Don't deal with Choice Home Warranty as they aren't honest!!
Regards,
*** ***

*** ***,We do regret that you disagree with the policy along with the terms and conditions As a good faith effort to assist you CHW is willing to provide you with a full refund of the paid policy Kindly contact us and we will send you a release agreement which will allow us to provide you with the refundPlease contact us at ###-###-####.Thank you,Tracy

Dear Ashwin ***, 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 *** Your information has been sent to the cancellation department who will reach out to youCHW values all customers and would love an opportunity to demonstrate the outstanding customer service that is provided as well as the peace of mind that comes with the policy. Regards,CHW

It appears that you have reached a mutual agreement with CHW and they are awaiting the return of the document that was sent to you on Monday, July 25thIf you haven’t received the document, please reach out to the customer service team at ***. Regards, CHW

Complaint: ***
I am rejecting this response because: while Choice Home Warranty may not be liable for the damage caused by *** *** * ***, they are responsible for the fact they sent an illegally operating company to repair our refrigeratorI work in the construction industryWe are responsible for what our subcontractors do while on our job siteIt is our responsibility to make sure that our subcontractors have insuranceIt is our responsibility to make sure our subcontractors are operating legally with both an MHIC license and a legally registered businessChoice Home Warranty failed to make sure they sent a legally operating business to my homeFor that, they are responsibleHad Choice Home Warranty taken one minute and gone to *** they would have seen that *** *** * *** was not operating legally in the State of MarylandIf Choice Home Warranty had done their due diligence and performed a one minute background check on their subcontractor, all of this could have been avoidedI hold Choice Home Warranty responsible for their negligence, their laziness, and their dismissal regarding their lack of action and irresponsibilityUltimately, since I was not given a choice of contractors, they are responsible for the choice they made to send *** *** * ***.
Regards,
*** ***