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 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 policy, we do see that you placed a claim for your Refrigerator the same day that the policy did beginThis would make the issue a non-covered claim due to the fact that it did not come into the policy in proper working order as stated in Section ACoverage #
We do understand that you paid *** *** for a repair however per our policy Section FLimitations of Liability #states that CHW is not responsible for the techs negligence
Although CHW is not responsible for this issue, we are willing to provide you with a full refund of the paid policyPlease contact our customer service department and they will provide you with a release agreement that we do need for you to sign in order to process a full refund of $for you
We do regret your frustration with this claim; however we are in 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 leads were laying on the copper pipe This improper contact caused the copper pipe to develop a hole and release all of the Freon If this unit had been properly and routinely maintained, this issue could’ve been addressed. 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...” Please note that the pictures that we received confirmed the lack of proper routine maintenance. Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel.Upon your request, your policy has been cancelled as of 9/7/and your prorated refund of $will be processed back onto your credit card. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

The claim in August for the air conditioning was not for serviceThat was for a repair needed on the system as it wasn’t responding to the thermostatThe repair was completed CHW doesn’t offer routine maintenanceCHW offers the peace of mind by assisting with covered repairs when needed in accordance with the policyAs outlined in the policy section Letter F, Number 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 replacementAs a goodwill gesture, CHW can provide you with a free service call to prevent you from paying a service call fee for your next claimIf you would like to take advantage of this, please call the customer service team at *** Regards, CHW

I am rejecting this response because: Choice Home Warranty presents itself as a WARRANTY company, yet when I filed a legitimate claim in accordance with the provisions of the policy I received from Choice Home Warranty they denied the claim and have now written the Revdex.com saying they are NOT A WARRANTY company! Talk about FRAUDHere's a textbook exampleNew Jersey ought not allow them to operate out of their State
Regards,

*** ***, CHW provided you with a check in the amount of $which we did not have to do. The claim was not covered as stated by an improper previous repairDue to the fact that you have accepted the $to assist with the repair, there is nothing more that we are able to do for you at this timeThe goodwill check has been mailed and it shows that you are in receipt of itWe do hope that you have a better experience with us on your next claimThank you, CHW

Per the agreement that we have, you agreed that you would accept a check for the amount of $ The agreement was sent back to me and authorized on 5/29/15, the process does as stated take busniess days, making the date for the check to leave our office July 10th This is a computer generated system and we are unable to put some before others, they are dispensed in the order that they are received.Thank you,Tracy

Hello, Our records indicate that a payment was made on this claim in the cap amount of $This was authorized on 7/11/ Regards, CHW

Complaint: ***
I am rejecting this response because:
T professional that you assigned to this claim reported back to ou informing you that the only way the leak can be fixed is to drain the heating pipesThat becomes part of the process of fixing the leak that you cover in my policyTo say you cover fixing a leak, but not the process of fixing the leak is contradictoryThis is the ONLY process to fixing this leakIt should be coveredIf you dont cover it, you should find a procedure that is covered by your policy and dispatch a plumber who will comply with this procedure
Regards,
*** ***

For security purposes, please contact CHW to receive this information.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 review of your policy, we see that it began on 5/19/16; you began placing claims on that same dayCHW did provide service for you and paid for a repair however the claims that you placed were not covered claimsPer our policy, Section ACoverage #states that all units must enter the policy in proper working orderBeing that you placed a claim for the units on the start date and shortly thereafter, shows us that the units did not enter in accordance with the policy
You chose to cancel the policy and as it states, it has to be a mutual agreement, CHW did agree to the cancellation and provided you back the remaining months of services minus any funds paid by us along with an administrative feePlease see Section LCancellations
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:I received no service from this company, so the company should receive no money from meThis company is a scam and it should be not allowed to steal money from consumers in the way that it was stolen from meI will continue to share my experience with friends, family, and on social media and I will encourage every person that I know to also share this experience with their friends, families, and on all social media outletsChoice Home Warranty is a scam
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 *** Upon review of your claim it appears that it was processed in accordance to the policy, section Letter F, Number in which CHW states that 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 colorAs we realize you weren’t happy with the results of the claim, we offered a goodwill gesture of $500, which you declined 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:I Prepaid $3,in for years of servicesIt has only been year and you are now refusing to fix our broken air conditioning unit which was originally coveredWe have emailed proof that the unit had maintenance done for it every year by a profession technicianSo there was clearly no lack of maintenance regarding the air conditioning unit. Since only year of your service has gone by we should be refunded for the other years that we paid for$3,for years comes out to $per yearWe should be refunded for years for a total of $3,

Hello, CHW did receive the documents that were sent in to review for the claimHowever, what was received was an invoice from that noted there was a need for the technician to pull and clean the coil and a quote attached, however there was no record this was completedThe documents received from 2011, and were also invoices that showed there was an Air Conditioner check as opposed to a routine maintenance document that would demonstrate and outline each item that was maintained as well as levels, etcas explained during the call on June 6thThe documents that were submitted were not documents that demonstrated routine maintenanceCHW doesn’t require maintenance records but invite all customers to send them in for the record when there is a need to review a claimIf you have other maintenance records that clearly demonstrate the routine maintenance that was performed, you may send themHowever, at this time, a review of the claim and the documents that were submitted indicate a lack of routine maintenance Regards, CHW

Dear *** *** We regret to hear your frustration If you would like to further dispute this claim, you can submit your proper routine maintenance records to [email protected] for review If the records prove that your unit was properly and routinely maintained, we would adjust the outcome of the claim accordingly. 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
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 review of your policy, we do see that the current policy is past due in the amount of $We also see that you placed a claim for your electrical system and it was diagnosed as the outlets had failed and you needed to have wire tracing donePer our policy, Section DCoverage # states that CHW does not cover wire tracing
We do see that our customer service department did offer you a goodwill gesture that you did accept in the amount of $175.00; however this check cannot leave the system until the policy is in good standing
Please pay the balance on your account for the policy to be in good standing
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy
Regards,
CHW

I am rejecting this response because:I am sure that you wouldn't say something like, "this failure could not have occurred on the 08/28" unless you could document the exact time and date of failure supporting your claim...The AC unit failed on the day that I reported it, 08/28, ONE Month AFTER I purchased coverage from your company...If you are not going to cover this claim I am cancelling this policy due to your lack of honoring your contractual agreement and therefore demand and expect a FULL REFUND of the $I paid for said contractual terms that you are not honoring

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 indicates is has been processed according to the policyCHW had ensured that a technician was there when the claim was initially placed and was unaware that the issue hadn’t been resolvedOnce receiving information that the issue wasn’t resolved, CHW did quickly respond and reassign the claim to another technician to determine a diagnosisThe optional coverage that has been purchased is for a refrigerator ice makerThe diagnosis that has been received is that the freezer inside of the door panel is warped, which is causing the dispenser not to workSection Letter D, Number indicates that doors and dispensers aren’t coveredPlease call the CHW customer service team directly with 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 *** Upon review of your claim the repair of your refrigerator wouldn’t benefit you as it will cost more to repair than the unit is worthAs a result, in accordance with the policy, section Letter F, number 9, we offer equipment of similar features, capacity, and efficiencyAs a result we offered you a cap of the policy amount for $We would love an opportunity to assist you with thisPlease call our customer service team directly to obtain all of the information at 1-888-531- We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear *** ***We regret to hear your frustration. We reviewed your policy and see that the claim you placed for your air conditioning unit in May was not covered due to the compressor having pre-existing issues before your policy coverage start date Due to your dissatisfaction, we
offered you $towards the non-covered claim as a goodwill gesture You accepted the offer and cashed the check on June 20, 2017. A review of the most recent 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. In order to move forward with the claim, you must provide “proof of repair”, an invoice showing that you have replaced the compressor Please submit your paid invoice to [email protected] for review Once we have reviewed and uploaded your paperwork, will move forward with the claim accordingly We regret to hear about your wish to cancel If you would like to move forward with cancelling your policy, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW