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 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 policy, we do see that CHW has assisted you in a total of $in claims We do see that you have not accepted the offer for the unit that we have provided to you in the amount of $however you advised us that you will not accept anything less than $and disconnected the phone.We do understand that at times customers’ do not review the policy however our policy states in Section F#that if parts for a unit are no longer available, we will offer you cash in lieu of the cost of the parts and labor That is what we have done If we were to provide you with a new unit, per our policy, Section F#9, it states that we do not have to match the same brand, color or dimensions The majority of our customers prefer to purchase their own unit due to this CHW does explain in Section F#our terms of the agreement that you did accept which states “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 colorWe are not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governmentsIf parts are no longer available, We will offer a cash payment in the amount of the average cost between parts and labor of the covered repairWe reserve the right to locate parts at any time For the first days of the contract period, We are not liable for replacement of entire systems or appliances due to obsolete, discontinued or unavailability of one or more integral partsHowever, We will provide reimbursement for the costs of those parts determined by reasonable allowance for the fair value of like partsWe reserve the right to rebuild a part or component, or replace with a rebuilt part or component.”CHW does provide our policy to our customer’s days prior to the start date for you to review and understand If before the policy starts you disagree with the terms, you are able to cancel with a refund however since you have been with us on a monthly basis, and we have paid out on claims, there would not be a refund of the policy CHW does reserve the right to offer cash back as stated above for the parts and labor for this unit and that is what we have done.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy. Regards,CHW

Dear *** ***We do understand your frustration however please note that CHW is not an insurance company as you stated It does state in our policy Section ACoverage #“This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.”We have explained to you that our policy does not cover for repairs that are completed without authorization however you sent us a letter stating what you intentions were Again, we do understand that this is frustrating however CHW is in full compliance with our terms and conditions We do not cover the valve which is the failure of the unit Due to this being the failure, our policy will not cover any other failures for this claim.It is very clear to us that you do not agree with the terms and conditions of our policy by you stating “your practice sucks”, therefore we are willing to provide you with a refund of the amount that you paid for this policy and we will waive the amount that we have paid for the other claim that we did cover.We have notated the claim and the policy with this offer, if you would like to accept this offer, please contact us at ###-###-#### and we will send you a release form to sign and send back to us for processing of the refund.Kind regards,Choice Home Warranty

Complaint: ***
I am rejecting this response because: Per the policy things not covered are "the door glass, the door seal, and the door hinge"The door lock is a safety device essential to the machine runningOnce this was replaced and the machine still did not work, the technician in talks with LG technical department, determined the motherboard was also failedHome Warranty failed to cover thisThey explained to me that their "home warranty" was a "maintenance contract for the replacement of parts related to maintenance"From my research, this is the same thing their law suit was aboutDenying claims for unknown reasons not stated in the contract as well as imitating their "maintenance policies" as an all-inclusive "home warranty" saying it doesn't matter how old your equipment is, that they will cover itMatter of fact, when the technician called he was in my kitchen on speaker phoneOnce he gave Choice Home Warranty my claim number and before he could even tell them that he found the motherboard was bad as well, they said "I hope you are not calling for more parts or money for labor because we aren't paying for anything else on this claim"My technician proceeded to say, "you didn't even let me explain what was wrong"However, they did not care to hear what was wrong and regardless of what was said about the contract, they made up their mind they would not pay for anything else before they heard what was wrongThe part required to replace was $plus hours of maintenance for the technician which would have been $190, all coming to a total of $My policy is a $service fee, which I paid and Choice Home Warranty after all of this said they would give me $towards this repairMy question is why did they try to buy me off with the $100? Seems like they knew the part and services should have been coveredI canceled my policy so I could afford to cover thisI want to recoup my $they would have paid if they followed through with the contract and what I paid for, a home warrantyI received only ~$of my ~$policy because they said I had to cover the price for the technician to replace the door lock as well as pro-rated for months I had the policy (of which I was not allowed to make a claim in the first month), plus cover the $administrative feeI would like to recoup the rest of the $I lost on canceling the policy because they misrepresented their product as a home warranty, when in-fact it is not and they did not even follow their contract
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 our web site at ***Upon review of your policy with Choice Home Warranty, we do see that we were able to assist you on the following claims:Claim * *** on 01/20/for your Dryer/ Electric in the amount of $188.30Claim * *** *n 06/18/for your Plumbing System in the amount of $260.00Claim * *** on 06/18/for your Plumbing System in the amount of $80.00We do see that you placed a claim for your Air Conditioning System on 4/and we did send a technician to your home to diagnose the issue Upon diagnosis it was explained to us that the unit had failed due to rust and corrosion The accumulator was leaking Freon and the leak was caused by rust and corrosionPer Section FLimitations of Liability #& #state that CHW does not cover failures that area result of rust or corrosion, therefore your claim was not covered.We do see that you chose to cancel your policy on 4/11/and then on 4/20/you contacted us back with a second opinion as to the failure of the unit We do regret that this information that you have would not be relevant because you chose to cancel the policy with us CHW only provides coverage for customers that have a current policy We cannot provide coverage for anyone without a policy with us.We do regret your frustration with this claim; however CHW is in full compliance with the terms and conditions of our 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 *** A review of the claim shows that the claim was handled properlySection Letter F, Number indicates 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”CHW doesn’t require that maintenance records are submitted, however, customers are invited to submit the maintenance records to have the claim reviewed in hopes of a more favorable outcomeTo date, there has been no documentation received regarding your claim We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear Mr*** ***,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. We regret your frustrationOur records indicate that your email has been removed from our mailing list. The details of your situation are not representative of the CHW customer experience Please accept our apology for any inconvenience this may have caused We appreciate the feedback as it gives us the opportunity to improve our services.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 *** First please accept the apologies of CHW for the rude behavior of any employee of CHWBeing rude and not listening is something that CHW doesn’t tolerate and will definitely addressUpon review of your claim it appears that your claim was processed in accordance with the policyBased on the diagnosis that was received your unit was leaking Freon from the Evaporator CoilThe coil was rusted and that contributed to the rustSection Letter F, Number in the policy states that rust and corrosion aren’t covered under the terms of the policyAdditionally, prior to the second unit being diagnoses, as indicated running the unit low on Freon will cause the capacitor and contactor to fail which is secondary damages, which also aren’t covered under the terms of the policy stated in section Letter F, Number During your conversation with CHW a free service call was offered and that offer is still available as a valued customerRecords indicate that during the conversation it was stated that previously after speaking with a manager regarding a non-covered claim, it was coveredthis claim is not a claim that will be covered based on the rust and corrosionIf you would like to have the free service call added to your account to be used in the future please call the customer service team 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 Ross Cramer ,We do regret the calls that you have been receiving and we have reached out to our IT department to request that they take your number out as well as your email just in case you were receiving them as well.If it continues after 4-business days, please send an email to
[email protected] .Thank you,CHW

*** ***,You are given days prior to the policy's start date to ensure that all units in your home are in proper working order as well to ensure that you understand and agree with the terms and conditions of our policy If you disagreed with our policy, you would have been able to cancel it within the day grace period for a full refund CHW is in full compliance with the terms and conditions of our policy; we do regret that you disagree with our policy but we cannot change the outcome of the claim due to the policy's guidelines. 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,
*** * *** ***

You have been emailed the agreement that will provide you with a full refund of the fees paid directly to CHWThere will not be a refund offered for fees that were not collected directly by CHW as we are not able to provide a refund for those feesIn the event there are any questions, please reply to the email accordingly. Kind 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 ***
* We apologize for the marketing attempts madeWe have requested to have your information removed from the marketing distribution list. 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 your claims shows they were processed in accordance with the policyThe claim placed for the microwave in October provided funds for you to assist in purchasing a replacement microwaveThe magnetron needed to be replaced and the parts were no longer availableSection Letter F, Number states, “…..If parts are no longer available, we will offer a cash payment in the amount of the average cost between parts and labor of the covered repair…..”The next claim placed was for a heating system in which the zone component needed to be replacedThe relay is not sending proper voltage to the valveSection Letter D, Number of the policy indicates that this is not coveredRecords indicate that you are currently awaiting a call for a representative from CHW to call you regarding the cancellation of the policyThis call is scheduled for today when the team opens, however, if you would like to call, you may call CHW 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 ***,Per our policy, CHW expects our customers to ensure that all units are in proper working order on the start date of the policy In your original complaint, you stated that you filed a claim after your day grace period You waited until the policy began to place the claim and stated to us that the unit did not work on the start date of the policy which goes against our policy as per Section ACoverage #that states “ ALL UNITS MUST BE IN PROPER WORKING ORDER ON THE START DATE OF THE POLICY”.Being that you placed a claim on the start date of the policy, this would say that the unit was not in proper working order on the start date which is against the policy.CHW did try to offer you a goodwill gesture of $to assist with the repairs of your unit you however declined our offer of assistance.We are willing to provide you with a refund of the paid policy minus the amount that CHW has paid out on your claims You paid $for this policy and CHW has paid $206.92, if you would like to cancel the policy and receive a refund in the amount of $288.08, we will be willing to provide this for you We ask that you contact our customer service department and they will provide you with an agreement that states that you have agreed to either the $and keep the policy or the $to cancel the policy.Thank you,CHW

Complaint: ***
I am rejecting this response because: You are not abiding by your obligation per contract to fix my pool motor cause you say it is not installed correctly; my answer to that is that is your fault because your the one who sent out the last pool repair company to fix the leaking seal in the motor and if it was not installed properly, that is not my fault! That is your fault! because your the Home Warranty that sent out the pool repair company that put the motor on with the vent holes to high; there fore that is not my responsibility to inspect equipment that you repaired previously
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 our web site at *** CHW provides customers with a day grace period to review the terms and conditions of the policy, we also provide this time to ensure that all your units in the home are in proper working order. Please note that an inspection report does not constitute as maintenance since it shows only if a unit turns on and off, it will not provide the levels of the Freon or the AMP readingsPer our policy we do expect all customers to be responsible for the maintenance of their units; CHW does not take responsibility for the customer’s routine maintenance. This is stated in Section FLimitations of Liability #We have reviewed your policy and do see that CHW has assisted with previous claims but this claim is unfortunately not a covered claim due to a lack of proper routine maintenanceWe do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policyRegards, CHW

Dear *** ***We do apologize for the inconvenience this may have caused you. We have contacted our IT department to remove your information from our do not call or email list. Please allow one week your information to process. If you continue to receive solicitations,
please forward the email to us at ***, so we could revisit the issue. Regards,CHWRegards,CHW

Complaint: ***
I am rejecting this response because: They continue to say thingsIts part of there game. I filed claims on separate components in my homeAn AC unit is 1, A plumbing issue is another, and the well pump is the third by they way you need water in your home to surviveAll we were in working order prior to the policy startingAll claims were deniedIf you look at the history of Choice warranty services and the thousands and thousands of complaintsThey are designed to deny all claims and tag them as pre existing conditionsWithout seeing the item in question how can you say that? Thing is you cantAlmost all claims are deniedThe company is designed to be a scam to innocent customersAgain I am in the process of creating a Choice home warranty complaint boardI am sure I will get 500+ posters a day with complaintsSecond, I already field complaints with the State attorney general in NY and NJThird I am in the procees of retaining council to begin a class action suit against them for the second timeYou messed with the wrong guy on this one.
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 ***
* A review of the claim shows that the claim was processed in accordance to the CHW policy. CHW is only responsible for repairs related to wear and tear according to section Letter A, Number Additionally, based on the diagnosis received from the technician, there was a foreign substance covered the compressor and the electronics causing the thermal to short out We do regret your frustration; however CHW is in full 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,
*** ***i