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 www.choicehomewarranty.com/useragreement. In review of your policy, you purchased the Total Coverage Plan on April 4, 2017, which became effective on May 4, 2017, as it states in our policy in Section B of Coverage, “Coverage starts days after acceptance…”A review of the claim shows that it was processed according to the policy Based on the diagnosis that we received, it stated that motor failed and needed to be replaced This failure would not have occurred within the short lifespan of the policy Per our policy, Section Letter F, Number 1, CHW is not responsible for any known or unknown pre-existing conditions.Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel due to your dissatisfaction We strive to provide the best customer experience, therefore as a goodwill gesture, we offered $towards the repair of the claim You accepted this offer. We received a call from you two days later stating that the unit was not cooling, and in turn, we dispatched to the technician to go back to your house for another diagnosis Based on the new diagnosis that we received, it stated that there was a bad thermal expansion valve and it needed to be replaced Per our policy Section Letter D, Number 4, CHW does not cover “…thermal expansion valves…”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel your policy Per your request, your policy was cancelled as of June 28, 2017.Please refer to our policy, Section Letter L of Cancellations as you were entitled to a pro-rated refund, not a full refund.This is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturerThis is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty You may cancel within the first days of the order date for a refund of the paid contract fees, less a $administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:Nonpayment of contract fees;Nonpayment of Service Fee, as stated in Section III;Fraud or misrepresentation of facts material by You to the issuance of this contract;Mutual agreement of Us and YouIf canceled after days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $administrative fee and any service costs incurred by Us All cancellation requests must be submitted in writing.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear *** ***Please refer to our policy sections listed below as it states that we do not cover failures that occur from rust and corrosion. Section Letter F, Number 1, “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.”Section Letter F, Number 8, “We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure.”The outcome of the claim stands; please note that we did receive the pictures for of your unit. We have provided you with a free service call fee that can be used on your next claim. No further action will be taken.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. We do understand your frustration however, regardless that you did not pick the technician, CHW states in the policy, Section F#that we are not responsible for the negligenceYou would have to contact that specific technician to assist you Please feel free to contact us and we will provide you with the number.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 did not say the ac stop working the day before I said was working the When I went to bed about and it was actually cooling the lower level I sent the email requesting service at am on the 21st n I called the morning of theto confirm someone would come outMy home was still cooling at that pointYour representativeConfused the time because of what time I placed the follow up callIf you read my initial email and the time I submittedthe email it was on the 21st which my ac was still working until that eveningI see that your company is refusing toHonor the warranty which is not good business practiceWhy was I given several excuses prior to or whenI spoke to you representative she should have told me it wasnt going to be cover why did they want to send someone outThe following dayThese are clear sign your company simply dont want to pay for servicePlease read my email
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. A review of the claim shows that it was processed according to the policy Based on the diagnosis that we received, it stated that unit was low on Freon and caused the compressor to fail. Per our policy, Section Letter A., Number CHW only cover failures that “…Become inoperative due to wear and tear…”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 $to assist on the non-covered claim You accepted this offer on 8/2/17.Please allow days to process before the check is mailed out.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

The determination was made based on the documentation that was provided that indicated that in January there were pound of Freon added to the unitA need to add this much would indicate there is a leakAdditionally, dditionally, MOFreon was used which is not one that is recommended by the manufacturerIn section Letter F, Number We are not responsible for repairs related to inadequacy, lack of capacity, improper installation, mismatched systems, oversized systems, undersized systems, previous repair or design, manufacturer’s defect, and any modification to the system or appliance. 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 claim shows that the claim was processed according to the policyThe diagnosis received from the technician was that the internal failures of the compressor is a result of improper routine maintenanceSection Letter F, Number of the policy 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”Please refer to your manufacturer’s guidelines for proper maintenanceCHW offered to provide you with a full refund of the policy as it didn’t seem to meet your needs and you declinedPlease call the customer service team at ###-###-#### if 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

Hello, After reviewing your claim, it appears that the condensing fan motor had failed and the compressor had shorted to the ground causing an internal failure of the compressorThis is a lack of proper routine maintenanceCHW is very concerned with all customers and want to do the best to provide outstanding serviceClaims are processed in accordance with the policyCHW received a request on July 13th requesting to cancel, which was done in accordance to the terms of the policy Regards, CHW

Complaint: ***
I am rejecting this response because: NO email confirmation was ever sent or received (I do not use spam filters, so it did not go to a junk folder)The printed policy arrived day ago (week+ late) - 10/- and had the wrong coverage dates on it along with other possible errors.Once I gave my credit card number, there was no further contact or response to emails FROM me to Choice until I threatened to take actionMy contact attempts were ignoredAs I look at other complaints about this company, ignoring customers seems to be the status quo of the companyAnd actually may be one of their better qualities compared to some of the complaints I read.I have not got the time or patience to have to result to ultimate action every time I require something from a vendorEspecially not one that couldn't complete the most basic function of enrolling a customer smoothly
My complaint stands. I have disputed the charge with my credit card company, I have an email from Choice saying refund issuedShould I find any additional activity occurring on my card, I will take further action
Regards,
*** ***

Complaint: ***
I am rejecting this response because:The failure of the compressor was stated to be “wear and tear” by the independent HVAC technician assigned to my case by CHWHis exact words were that the compressor grounded out due to ageI even went to such lengths as to bring out another HVAC technician (with a mechanical engineering degree and registered Professional Engineer license, no less) to take a look at the compressor at my own expense and he too stated that the failure was by wear and tearWhen I signed up for your home warranty, I was not given any documentation of what “wear and tear” for each system and appliance in the house consisted of nor is any such documentation listed on your websiteCHW is using vague contract language to systematically deny any repair that they do not wish to repair because it is too costly for themI understood that the contract I was entering into included the phrase “wear and tear” and trusted that CHW would honor an HVAC industry professional’s judgment of wear and tear. As for the $that CHW offered, the money was only offered to me by the SrClaims Specialist after I told her that I would be filing a complaint with the Revdex.com and State Attorneys General of New Jersey and TexasI stated that I would be happy to take the money, but that I would still be filing my complaintsAfter telling her this, the SrClaims Specialist stated that she could not give me the money if that was the caseIf I am not mistaken, that is the exact definition of a bribeI assume all of your phone calls are recorded and encourage you to check the recording to verify. While I appreciate my claim being resubmitted, it was again deniedThis time, at first, it was not denied based on wear and tear but rather they asked for my home inspection and upon reviewing my home inspection, they said they were denying it because the air conditioning system was not properly maintainedI informed the agent that the issues from the inspection report were unrelated to the grounded out compressor (one of them was for the downstairs air conditioner, one of them was not an operational issue, and the other we fixed ourselves as soon as we moved into the home)After putting me on hold for minutes, the agent came back and said that regardless of the home inspection issues that my claim was still being denied because it was not wear and tearI fail to understand why CHW went through such lengths to try to deny my claim for another reason if upon proving those reasons were invalid they were just going to come back and deny it for the original reason.
Regards,
*** ***

[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 meBut had better not see any more Spam emails AT ALL!!
Regards, *** ***

[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:Choice Waranty has sent me the email with the dishwasher they plan on installing at my house and it is acceptable as long as these are the correct specs and we are not fooled by company then we accept the unit:FEATURES Style: BuiTub and Door Liner: Plastic Tub Type: Standard Tub Control Type: Turn-To-Start Dial with Rocker Dishwasher Control Features: Cycle Progress Indicator Dial Wash System Features: Piranha™ Hard Food Disposer Wash Arms: 1,Lower, Middle Tower Water Filtration System: 2-Stage Self-Cleaning Filtratrion with Extra Fine Filter Dispenser: Rinse Aid Cycles: Dishwasher Cycles: Wash, Rinse Only, Heavy Wash, Plate Warmer, Water Saver Number of Options: Dishwasher Options: Heated Dry On/Off Rocker, Hot Start Rack Features: Deluxe Silverware Basket Upper Rack: Standard, Removable Lower Rack: Standard Leveling System: Leveling Legs Latch: Center Throw Exterior Style: Traditional APPEARANCE Color Appearance: White Door Style: Flat Door Installation: Hard Countertop GPFDoor Appearance: Standard door CLAIMS & CERTIFICATIONS Made in America: to 90% U.SContent ECONOMICAL / QUIET Quiet Package: dBA Motor Type: QuietPower™ Motor WEIGHTS & DIMENSIONS Width: 24" Shipping Weight: lbsWeight: lbsHeight: 34" Height w/Legs Extended - Maximum Height: 35" Depth: 25.75" POWER / RATINGS Calrod Heater Watts: 500W Volts: Volts Frequency: 60Hz Amps: 6.2A ACCESSORIES Non-Wood Countertop Kit: GPFOptional Heavy Door Spring Kit: GPFWARRANTY Parts Warranty: Limited 1-year entire appliance Labor Warranty: Limited 1-year entire appliance Warranty Notes: See written warranty for full details
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Please leave this claim open until the unit is completely installedAfter that, if we are fully satisfied, we can close it and I do not want to make this claim public
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
At no point was compensation made or approvalTheir was talk about, but nothing was done to make it workI requested a callback for a approval and it was not doneTHIS COMPANY YOU DOES NOT CONTACT CUSTOMERSYOU HAVE TO CONTACT THEM AFTER THEY SEND YOU AN EMAIL! This whole rust thing is ridiculousI had the unit serviced a couple tInes over the last yearAfter talking to the technician they said the unit was in good condition and the coils/filtere were cleanThe bottom line is the unit is years old and any unit that age will have some rust in itDoes not mean that the rust was the failure of the coilThis section F in your policy is used as a get out of free jail cardWhich is why you had a lawsuit against your company last year with itThis is even mentioned on the Revdex.com before you post a complaint! You guys just do not want to pay the claim and I get itThe average customer pays 400$ a year and an ac unit costs 6500+ to replace even to fix a unit costing 2000$ would stake years to pay back the claim So as a business move it's better to just refuse to pay anything to save moneyThe issue I have is the lack of contact and the disrespect from your companyI had to sit in degree heat for days before getting a claim rejected that should be coveredYour company did nothing to help during an emergency situation and now is trying to refuse a claim to save money even though it is coveredYou are literally looking to find anything to not pay the claim including a form where technicians have to anwhere if their is rustSo even if their is a little bit of rust you just auto reject the claim and state the policy to save money.
Regards,
*** ***

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 [email protected], so we could revisit the issue. 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 as if it was processed in accordance to the terms of the policySection Letter D, Number indicates that Freon and leaks of any kind are not coveredBased on the diagnosis submitted, running the unit with a leak will cause the compressor to failAs a result, the primary issue is the leak and the compressor failing is secondaryUnder the terms of the policy, section Letter F, Number CHW is not responsible for repairs relate to secondary damages We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear Ms***,You are welcome to contact your technician that provided the diagnosis and the picture that we received is attached The diagnosis was reviewed by our inside technicians as well as the picture and it is clear that the failure of the leak came from the rusted and corroded area of the unit.We do see that you have cancelled your policy with CHW and we do regret that you are frustrated with this claim however, CHW is in full compliance with the terms and conditions of our policy Please again review Section FLimitations of Liability #and #which state that we do not cover failures that are caused by rust.Due to the failure being a non-covered failure and your policy has been cancelled per your request, there would be nothing further that we can do at this time.CHW

Dear *** *** We regret to hear your frustration Please note that your policy coverage started on 6/2/ Based on the claim placed on 7/21/17, you stated that the last time you unit was working was 6/13/ Please understand that the failure that occurred to your compressor: shorted to ground takes time to develop as the internal windings gradually overheat, which eventually causes the compressor to fail While your unit may have been working prior, the internal windings were gradually failing Your unit would not have shorted to ground in the matter of days. As a goodwill gesture, we have offered you one free month and in addition to that, we will add a free service call fee to your policy To accept this offer, please contact us directly at: ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm EST.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 ***We do see that your policy has been canceled and we also see that we have offered to reissue you a new check, we do apologize but the check does take time to processPlease correct us if we are wrong and a need the check still sent out, we ask that you kindly contact our customer department.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 www.choicehomewarranty.com/useragreementUpon review of your claim, we do see that the unit was stated to have a leak and in order for CHW to process the claim in full, it was stated by the technician that a leak test needed to be completed. Per our policy, we do not cover leak detection tests and we are not able to process a credit to you for something that was paid to the technician. However, we are able to provide you with free service call fees which is the value of $If you would like to accept our offer, please contact us at ###-###-#### and you can tell our customer service department that you do accept our offerI do apologize for not being able to return your call, our policy does allow me to have days for review. All calls and or emails are responded within the order that they were receivedWe do regret your frustration; however CHW is in full compliance with the terms and conditions of our policyRegards, Tracy M 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, I do see that CHW has offered and you did accept a goodwill offer of $to go towards your claim for your washer The claim was not a covered claim due to the fact that all units must come into the policy in proper working order Your policy began on 10/21/and you placed your claim days later Please review Section ACoverage #3, that does state that upon the start date of the policy, all units must be in proper working order The days that you have to wait for the policy to begin is the time that we expect all units to be checked before the policy begins That time is also to ensure that you have read the policy and understand and accept, if not you can within those days receive a refund for the full amount that you had paid After the days, you are no longer able to receive a refund since you are paying monthly ($40)for the policy therefore you are paying each month for that month.We are happy that we were able to assist you on this claim and that this matter is resolved.Best regards,CHW