Bass Services, Inc.

*** ***,On 12/9/16, we have it documented that you did accept this offer Please understand that this is not for a new oven as the part was no longer available and CHW is not offering to provide a new oven, we are offering per our policy to provide you with the cost of parts plus laborPlease see Section F#9.We do show that you accepted this and that it has been mailed outWe do apologize for any frustration however since this was agreed to on that date, we cannot take the check back and we would not provide you with an oven.As a goodwill gesture, we will be happy to provide you with a onetime free service call fee and do look forward to assisting you on future claims.Thank you,CHW

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.phpAll of our information was sent to you upon your start date as wellYou did receive a hard copy and an email with the policy’s terms and conditions.Upon review of your claim for your Air Conditioning system that you placed on 7/10/15, the technician explained to our inside technicians that the unit was low on Freon and after doing a leak test, it was shown that the evaporator coil was leaking due to rust and corrosion.Per our policy, Section FLimitations of Liability #The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.Therefore the claim cannot be covered due to the failures that the technician stated the unit had that we do not cover.We do apologize for any frustration that this claim has caused you, we always urge our customer to read over the policy as it is always as said above available online for anyone to view. Regards,CHW

*** ***,We do understand your frustration however this claim is covered per the terms of our policy as secondary damages If you would like to cancel the policy, please contact our cancellation team and they will provide you with the amount that you would receive per section L in the policy.Please contact us at ###-###-####, if you would like to cancel or you can send a letter to our team at *** *** *** *** **., Edison NJ 08867.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 our web site at ***Upon review of your claim for your dishwasher, the claim was placed days after the policy began, The technician that was at your home on 4/27/advised us that the door gasket was damaged and leaking, the element failed due to this however it was not electrically shorted The second technician that came to your home on 5/4/stated that the main control board was not sending enough power to the heater The heat has to no continuity, the mother board needed to be replacedThere were multiple failures on the unit in which showed that this unit did not enter the policy in proper working orderPer our policy, Section ACoverage #states that all units must be in proper working order for the start date of the policy The unit failing only days into the policy does not show that this unit was in proper working order.As a goodwill gesture, CHW offered to provide you with half of the cost of the repair which you declined and chose to cancel the policy. CHW does regret your frustration with this claim however we are in compliance with the terms and conditions of our policy.Regards,CHW

[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 have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Complaint: ***
I am rejecting this response because:A $good will gesture isn't nothing compared to a $bill to fix my ACI will not even cash the check and haven't got it yetChoice Home Warranty is a rip off companyI want my story to stay on line and will talk to mediaThanks you
Regards,
*** ***

The policy states in 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 replacementWe are working under the manufacturer’s information and what a proper routine maintenance would entailAlthough CHW doesn’t require that the documents be sent, an invitation is sent to send them in to allow CHW to review the documents to reconsider the claimIt is not mandatory but an option provided to the customersIf you would like to submit records you may do so to ***At this time, the claim has been processed 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 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 claims it appears your claim was processed in accordance with the policy section Letter F, Number in which CHW is not responsible for repairs related to secondary damagesWe have also taken the information you have provided us to share with our vendor relations team and Territory Managers to research the claim regarding the first technician that visited your home We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear *** *** After further review, we found that the tankless water heater coverage was supposed to be added onto your policy as “optional.” We apologize for the inconvenience. We have added the tankless water heater optional coverage for you and have dispatched *** *** at ###-###-####, scheduled for Wednesday November 8th, between the hours of 11:AM and 03:PM.In addition to that, we have waived the service call fee of $for this claim. Regards,CHW

Dear *** ***,
We do see that since the last response that we stated to you, it was advised to us that the parts that were no longer working and were not maintained properly we have offered to assist as a goodwill gesture
CHW has tried numerous times to reach out to you for you to sign the release that states that you agree to this mutual resolution to have the unit fixed
Thank you,
CHW

Complaint: ***
I am rejecting this response because:They are liars, when I purchased this home warranty I was assured that they would honor such thingsNorth Carolina is a humid state and all coils on HVAC units have some degree of rustIt is impossible to not have some rust and corrosionWhen water and metal unite there will always be corrosion. I worked for an HVAC company and have seen many units, they all have rustWhen they offered me the $I had to promise to not tell the truth about their deceitful business practicesI also had to promise to not contact the Revdex.com or an lawyer. When their own service technician tells me that they never honor claims something is wrongOut of all the HVAC service calls they have never replaced a condemned unit because they know how to wiggle their way out of giving their clients the peace of mind that they promiseThis tells me that all of the other units had rust or corrosion alsoIf CHW knows this why do they cover HVAC unitsThey steal our money with promises.I never received a contract from them stating anythingI would never have done business with this company if I knew that they would not cover my HVAC unit because I know that every unit has rust
Regards,
*** ***

Dear *** * ***,We sincerely apologize for any frustration that this has causedWe have advised our IT department to kindly remove your email from our advertisementsIf for any chance you do continue to receive them, please forward them to *** so we can see where they
are coming from and we will make sure that it stops.Thank you for advising us of this, please allow a few days for the emails to stop.Thank you,CHW

[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 have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Because it is more of the mumbo jumbo they give when a claim is submittedThis home had NO PROBLEMS for an entire year prior to my buying ANOTHER year of protection...so everything was in fine working orderThey tried to say it was lack of maintenance...so I submitted proof of maintenance on the systemThen they said it was because no leak was detected...but it was too low on freon , so I paid $out of pocket to have the system chargedWhen it failed, they said it wasn't going to be covered because we didn't make a "repair", we just put a "band-aid" on itThis is utter nonsense! The system failed, while under warranty, and they need to cover the repairI have gone ahead and paid OUT OF POCKET again to have the system repaired at a cost of $1,800...they need to pay itI will speak to an attorney and the Attorney General of North Carolina to start an action here as wellThey are using the same disallowed business practices from NJ and now employing them here in NC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and I contacted them for the payment of $as instructed by Choice Home WarrantyThey asked me to sign and notarize a release agreementI did so and sent it to themHowever, no payment has been made to me by them so farSo, please keep this case open until they resolve the issue and send me the payment of $as they offered.
Regards,

Complaint: ***
I am rejecting this response because: There is no apology as to how I was treated*** *** yelled laughed at me and tried to bully me into keeping this policy for which I never received a hard copy of. Is this the way businesses in N.Jare allowed to do business? I sent a letter to the attorney general of N.Jand I hope their business practices are investigatedIt remains to be seen if I will get my down payment of $back
Regards,
*** ***

Complaint: ***
I am rejecting this response because: My concerns was not in reference to the Leak TestI paid to have that performedThe Technician did not indicate the issue was due to rust or corrosion, he stated it was due to wear and tearYou came up with your own conclusion and I find you always find a way to deny a claim.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
You can see that in the complaints I filed, have one thing in common, your company refused itEven in the first complaint you refused initially saying that it was a pre-existing condition and you will not cover itOnly after calling you a number of times you said you will cover the labour partI dont know how much you paid, I have the Technician number, I can ask him how much you paidBut if you are saying that you paid, I have no knowledge about itI know that I paid for the new unit.The Dish-washer complaint, I spoke to your people on the phone and on phone you said that you dont cover it, So I told them on the phone itself to cancel the service request.This time my complaint was never that it is not cooling, I said that some rooms get freezing cold and others stay hotYou guys made me do an expensive leak test for nothing, I think only because you did not want to pay for the freonYour technician himself said that the coil is in very good condition and even if he were to put a new coil, it will look like this in a month's timeBecause there is freezing water running through it.And as I said, I bought the insurance from other company, and there was just a setting that they needed to adjust, and it works fine now.I am so glad I will not have to deal with you guys anymore as you have been nothing but a disappointment from the very first dayYou have deceptive business practices and always try to get out of repairing itThe other company that I am with right now and have been for years, have paid in the past, compressor of AC which costs $600, they never said it was old or pre-existing or any excuse and even now they said if there is an issue with coil, they will replace it, it is the same coil for them too, why they are not saying its rusted/corroded so they will not cover itEven last year at the time of my 2nd complaint, when you refused saying the new unit was not installed properly, so you will not cover it, I asked to cancel my contract, and you guys said only amount I will get back is $40, huh
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 *** CHW does provide protection and coverage for appliances regardless of the age, however, it needs to be a covered repairCHW does offer coverage for heating systemsA review of the claim for your heating system was processed according to the planThere is a crack in the heat exchanger which is a result of rustSection Letter F, Number of the policy indicates that rust and corrosion aren’t covered under the terms 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: I am a professional HVAC Trane Technician I am very well aware of what it takes to maintain a condensing unit I would like to ask the technician making the decision on the excessive heat of this unit if it could happen due to bearings which I have no control of based on an hermetically sealed compressor Also the unit is years old Which I would also like to ask the technician making the decision if he sees many unit making it years and especially poorly maintained units And I'm not sure the compressor was grounded or if the windings were just open
Regards,
*** ***