Bass Services, Inc.

Dear *** *** ***, Our telephone system doesn't allow for outgoing callsWe are working diligently to accommodate all of our customers as quickly as we canThere has been a recent heat wave that has impacted our customer in many geographical areas which has caused for a significant increase in our call volumeYou can attempt to reach us at various times of the day or email us directly at ***. 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 that your claim was processed in accordance to the policyCHW apologizes that you had an unpleasant experience with the technicians that were there to assist with the issueCHW will gladly re-assign your claim at any timeThe feedback provided by our valuable customers is very helpful with our selection of technicians and the information provided will be sent to our Vendor Relations team to address with the techniciansA review of your claim shows that there was a delay in your ordered part arriving initiallyThis is something that CHW is not responsible for and in accordance with section Letter D, Number 3, the gasket is not covered as outlined in the policyAnother diagnosis was made and you purchased a thermometer and your refrigerator still wasn’t working properlyThis part still didn’t allow the refrigerator to work properlyRecords show that you made a decision to purchase a new refrigerator and the representatives advised that you are able to send in your invoice for a review and to check reimbursement optionsIf you have any questions, please call the customer service team 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 our web site at http://www.choicehomewarranty.com/user_agreement.php Upon review of your claim for your AC claim, I do see that your policy started on 6/12/and you placed your claim on 6/14/15; days after the policy started Although you are not a technician as you had stated in your complaint, we do require all units come into the policy in good working order You have days before the policy starts to ensure that all the units are in good working condition CHW does not cover any unit that has a known or unknown pre-existing condition Please see our policy below: FLIMITATIONS OF LIABILITYThe 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.Section ACoverage#Are in place and in proper working order on the effective date of this home warranty contractThis contract does not cover any known or unknown pre-existing conditionsIt is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or componentsThis contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,square feet, unless an alternative dwelling type (i.eabove 5,square feet or multi-unit home) is applied, and appropriate fee is paidCoverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homesThis contract describes the basic coverage and options availableCoverage is subject to limitations and conditions specified in this contractPlease read your contract carefullyNOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.We regret the frustration that this has caused you, we did however approve for the technician to add the pounds of Freon into the unit and although it is not a covered claim, CHW did have to pay the technician $for this claim We are unable to provide you with a new evaporator coil as stated this would not be a covered claim as per our policy.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

Complaint: ***
I am rejecting this response because: I am rejecting this because the Company that Choice Home Warranty sent out is telling me one thing, and Choice Home Warranty is telling me anotherI stood in my kitchen with the technician and he stated that the unit had been properly maintained. I have sought legal counsel and will be taking Choice Home Warranty to court. They will have to bring their proof to court that it was not maintained as they stated. These people are liars, and this is one reason why they have had so many complaints. After careful research I found out that I am not the only one that they've treated this way. I believe it was in they were sued by the State of New Jersey for the exact same practices they are doing now. They had to pay the State of New Jersey and make full restitution to the customers. As of my cancelling my contract with them, that was done on the 24th, after speaking with the New Jersey State Attorney Generals Office and filing a formal complaint with them. My contract was in full effect when my air conditioner went out. Yes, you have a contract with Wynne Air, but it will all come out in court about who's lying. You are nothing but thieves, and this is one disabled Veteran that is not going to back down. I will see you in court!
Regards,
*** ***

Complaint: ***
I am rejecting this response because: they are denying the claim based on a technicality. This is not good business and contrary to what other home warranty companies provide
Regards,
*** ***

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 I do see that you had placed a claim for your Refrigerator and CHW did dispatch ***’s Appliance to your home to diagnose the unit. We do apologize for the trouble that you had with them and the length of time that it took for your unit to be fixed. I do see that we were able to have Imperial appliance service come out to your home and give us a correct diagnosis for your unit. I have placed a complaint against ***’s Appliance in regards to this claim and I am happy that you were able to speak to Russ to resolve this issue. I do see that we are sending you a check in the amount of $to go towards the replacement of a new unit. On behalf of CHW we do apologize for any and all trouble that this claim has caused youThank you for your feedback as it is always helpful to improve our customer serviceBest regards, CHW

*** *** We do regret your frustration however CHW is in full compliance with our policy guidelinesCHW

I am rejecting this response because:Although we will accept the $cash offer. However, I have not spoken to Tracy by phone as she indicated in her response. In addition, we are disappointed in CHW for not being more forthcoming with their analysis in how they derived their offer.With all that said, we do accept their cash offer in an effort to move on from this issue. We would appreciate CHW expediting the funds to my home address.Regards,Tom Bacarella

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 the claim was covered properlyThe claim was placed on 8/12/Section Letter C, Number of the policy states, ” 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 holidaysThe authorized Service Provider will contact you to schedule a mutually convenient appointment during business hoursWe will determine what repairs constitute an emergency and will make reasonable efforts to expedite emergency serviceIf you should request us to perform non-emergency service outside of business hours, you will be responsible for payment of additional fees and/or overtime charges”It was also explained that CHW does offer the reimbursement option as any customers, choose not to waitWith this process however, prior authorization is needed in order for CHW to reimburse, additionally, the technician is reimbursed at the CHW rates and it takes up to days for the reimbursement to occur Additionally, based on the diagnosis that was received, the claim was not covered in accordance with section Letter F, Number of the policy in which CHW is not responsible for repairs related to improper installationThe previous repair line wasn’t welded properly which caused a crack and Freon leak 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 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 maintenanceHowever, it appears that in a goodwill payment was offered for $which was declinedThere were maintenance records that were submitted to CHW for reviewThe records displayed a report of the monies paid or a receiptIt didn’t reflect a preventative maintenance that was completed on the unitIf you do have this information and would like to send it to CHW you may do so via *** 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 *** Upon review of your policy, we do see that you purchased the policy with us on 5/23/and as a goodwill gesture we did start the policy earlier for you, however we do recommend that you read the policy terms and conditions before you enter the policyPer section ACoverage #states that all units must be in proper working order the day your policy comes into effectWe do see that you had requested that the policy begin early because you had an issue with your AC System and Allan agreed to send a technician for you however he did explain that you would be required to pay the technician for the service call no matter if it was a covered claim or notPer the policy, Section CService calls states that you will have to pay for the service provider to come to your home if it is a covered claim or notYou refused to pay the provider for his time leaving this for CHW to pay
Per the policy, Section LCancellations CHW has the right to cancel your policy for non-payment to the technician however we did not do so and we did permit you to cancel per the terms of the policyYou were subject to pay the administrative fee of $and you had to pay back to CHW what we paid out on your claim, and in this case it was the service call fee that you chose not to pay the technician
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy
Regards,
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.php Upon review of your claim for your AC, I do see that we did offer you goodwill of $for the air handler due to the fact that we are unable to approve the entire claim for you Our technician stated that the evaporator coil was completely rusted and did not recommend replacement Due to the policy that you have with CHW, we do not cover any unit that fails due to rust or corrosion We did explain this to you on 6/17/and advised you, once you have the unit repaired to please send us the invoice and we would place the check in the mail for you of the $as a goodwill gesture.Please see our policy below:FLIMITATIONS OF LIABILITYThe 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.We do apologize for your frustration with this claim; we urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us We do appreciate your feedback as this does help us with our customer service and service providers.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 www.choicehomewarranty.com/useragreement. Upon review of your claim, we do see that CHW has covered the cost for the oven to be fixed however the burners needed to be cleaned before the repair was completed and we do see that the technician stated it was completed on 3/14/ We did ask him to send an invoice to show that the work was completed If you have any questions or concerns please contact us and we will be more than happy to assist.Thank you,CHW

A check was issued to you on the 16th of June Our checks are computer generated and do take business days to dispense out of the machineAs *** explained to you, you will receive your check business days from 6/16/15.Thank you,CHW

Complaint: ***
I am rejecting this response because: the check should’ve been mailed to me for receipt PRIOR to October I am being made to wait almost days for the company’s inability to follow through and had I not called Oct 16, it still wouldn’t have been processed
Regards,
*** ***

*** ***,You are more than welcome to contact the technician and request this information from him as our system cannot produce this for you Also, since the dryer caused the breaker to go out, that would not be a covered claim under our policyThat would be considered to be secondary damage which is not covered per Section F#19.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. In recent review of your policy, you purchased the Total Plan policy on July 5, which became effective on August 5, 2017. 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 understand that the failure to the compressor could not have occurred in the short lifespan of the policy. Per our policy, Section Letter A., Number CHW requires all units to be in proper working order on the effective date of this home warranty contract.Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied We strive to provide the best customer experience, therefore as a goodwill gesture, we offered you $ You accepted this offer and requested the funds be authorized to the technician As of August 8, 2017, CHW authorized the funds of $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 *** Please accept our apologies for any miscommunicationAlthough the sale date of the policy was June 22, 2016, the policy is not effective until July 22, This allowed you to take advantage of the rate presented on that dayIf you are not interested in this policy with the effective date of July 22, 2016, please call our customer service team directly at ***. Regards, CHW

As per our phone conversation, CHW being a warranty company has the ability to purchase units from various places We can purchase a unit from a store that you would purchase from but it would be sold to us at a discounted rate; a national wholesale rate As explained to you, we have the
ability to purchase a unit for you or we can offer to give you the funds that we were to use to purchase that unit Our policy states Section FLimitations of Liability 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.In your case we have given you the option of the cost of the unit or the new unit, you have declined both CHW is not obligated to make you take our offers but these are the offers that we have for you We can send you a check in the amount of $or send you a new unit that we had found in a local store by you to purchase.Your question of where we shop for our units so that you can purchase the unit there yourself, you would not be able to due to the fact that we deal with companies on a national wholesale bases Meaning we can go to the local Sears or Home Depot and purchase a unit for a national wholesale cost.Please advise us of your decision of the funds of $or the unit being placed in your home.Thank you,Tracy

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 *** It appears that you were able to work with CHW successfully to reach a mutual agreement and accept a goodwill gesture for assistance on the non-covered claimPlease call the CHW customer service team directly at *** should you have any questions We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW