Bass Services, Inc.

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

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,
*** ***

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 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

*** ***,The diagnosis has always been the same on this claim, as well as the policy CHW doesn’t cover the tanks as stated in Section DCoverage # Also, the failure that your unit had was due to rust and corrosion which is not covered in our policy as stated in Section FLimitations of Liability #1Thank 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 *** 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 *** ***,The diagnosis that CHW received was that the failure of the evaporator coil was leaking due to rust which is something that CHW would not cover Please review Section F#of the policy.The technician’s diagnosis that you provided to us stated that there was a badly clogged condenser, low on chargeHaving a condenser badly clogged does show a lack of proper maintenance however again, this claim was not covered per the policy for the rust.We do see that you have had the unit fixed already and our records show that we have offered to provide you with a goodwill gesture to assist Since the unit has been repaired without authorization, Section CService Calls #2, we will not reimburse for a claim that was completed without authorization and since this was not a covered claim we would not provide anything but the goodwill gestureWe will increase the offer to $however that would be the max amount that we would assist with a non-covered claim.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 *** 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

Dear *** ***,Once again, the maximum amount we will offer is $max to go towards a new unit To accept these funds, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm EST.Regards,CHW

Complaint: ***
I am rejecting this response because:
We are rejecting the response due to the continued unethical practices that CHW continues to practice underYou offered a "buyout" and continue to offer a "buyout" for an item that should be replaced by your companyHowever you refuse to take responsibility and stand up to your end of the bargainWe are filing a complaint with the NJ Attorney General's office as well as the AZ Attorney General's office to have them pursue for us at a different levelWe believe that this needs to be brought to the attention of a higher level The continued unethical practices of your company need to stop
Regards,
*** ***

I do apologize that you felt that I was refusing to answer your emails, as I stated to you I was trying to work with the Territory Manager to have the vendor refund you since your policy had been cancelled and we are in the process of an agreement with the vendor upon his account with
us. Also, I do apologize that no one returned your attorney calls or emails as I did send them to the attorney within our legal divisionAfter speaking with the vendor, he refused to release any money back to you. Our vendor did not invoice his work properly that unfortunately affected you and others. It is not that we refused to pay our vendor. Yesterday, 7/10/as you were speaking to Kyle I received the "ok" to be able to refund you the amount that the vendor had you pay and not invoice to us. You will be refunded the amount that you had to pay. This process as Kyle stated does take business days and will arrive to you as a check.I sincerely apologize that you felt that you were being ignored, as I was working on your issue with the other manager and billing department

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

*** *** Per our policy, this claim would not be covered; please see Section D#that states that will not cover tankless systems as well as valvesWe do understand your frustration however we are following the policy in which we do expect our customers to doThank 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.php Upon review of your claim for your Air Conditioning unit, I do see that we did offer you a buyout of the parts that we see is no longer available As our policy reads in Section FLimitations of Liability “we do reserve the right to offer cash payment for parts” Please see Section below: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.Per your statement that “A home warranty is essentially insurance.” CHW has made it very clear in our policy that we are not insurance and explain that customers should not affiliate us with insurance that CHW is a warranty company Please see Section ACoverage #"NOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty. We do apologize for any frustration with this claim; CHW is in full compliance with our terms and conditions of 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 providersWe will also look into the call that you had with Kyle, we do apologize if he came off as being rude, this will be addressed with him and his manager.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. 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 tank was leaking and needed to be replaced. Per our policy, Section Letter, D, Number 6, CHW does not cover “…Main, Holding or storage tanks…”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied but you understood Please understand that our policy states in Section Letter C, Number 4, that for every claim that is placed, the service call fee must be paid to the service provider You requested that your $service call fee be refunded to you therefore, as a goodwill gesture, we added a one-time free service call fee for your next claim.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.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 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 there are currently no issues with the unit does heat Please be advised that there is a dirty air dryer vent which has a substantial amount of dust in the back of the unit This issue should be addressed by clearing out the dust. Per our policy, Section Letter D, Number 1, CHW “…venting…” is not covered.We do regret your frustration, however CHW is in full 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

[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,
*** ***

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, it does show that you do need to have a new unit placed into the home however our policy does not cover the actual main holding tankWe do see that there was an offer per our policy, Section FLimitations of Liability #which states that we will offer funds towards labor and parts for items that are no longer available CHW did provide you with an offer of $which is the cost of the labor and parts which you did accept.Please note CHW did follow our policy guidelines stated in Section F#below: “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.”We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW