Bass Services, Inc.

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

We are very sorry for your frustration with this issue, our website has our policy as well as when you were a customer you could have logged onto the portal in the customers account center to view your policy CHW is one of many few companies that do post their policy online for anyone to view at anytime I do see that you were emailed the policy as well as sent the hard copy; I do apologize if you did not receive it but our policy does state in LCANCELLATIONThis 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. Your refund was correct, the claim that you had submitted was not a covered claim not due to price as you suggested but due to the failures and time frame that the policy was in effect.Regards,CHW

*** ***,We do regret any frustration and we do have the policy cancelled CHW will request that the call be found and listened to.Please allow sometime for the refund to be placed back onto your credit card.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 *** 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

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:Thanks for your response to my Washer repair/replacement dated Aug 11, The model offered by you is not having similar features & efficiency of my old repair WasherMy existing one is transparent front door feature with lot of dryer cycles and better efficiency.I give below links of similar washers of Capacity (near by capacity to what you offered), features & effciiencyGE Front load washerModel#: GFWN1600JWWGE cuftFront Load Washer in White, ENERGY STAR-GFWN1600JWW - *** *** ***GE Cu.Ft Front Load WasherModel#: GFW450SPKDGGE cuftFront Load Washer with Steam in Gray, ENERGY STAR-GFW450SPKDG - *** *** ***Samsung Cu.Ft Front load washerModel#: WF42H5200AW Samsung cuftFront Load Washer with Steam in White, ENERGY STAR-WF42H5200AW - *** *** *** Hence I reject your offer of $since the item you offered itself will cost $499+Tax 8%+Shipping+Installation+OverhaulAll put together the total cost will be $625-$650.Please respond with the right price for a replacement at the earliest as we are facing the problem without the washer for past monthsAppreciate your response ASAP
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 claim, we show that the unit was not covered due to a lack of proper routine maintenance The technician’s diagnosis along with the pictures provided was the proof that the unit was not maintained properly Per our policy, Section FLimitations of Liability #states that CHW is not responsible for repairs that are related to a lack of proper routine maintenance. On 12/31/15, you sent us an invoice that showed a previous repair, this is not maintenance The difference with maintenance and repairs are: A technician will come to your home for routine maintenance at least once a year to following the *** approved maintenance performanceThey will make recommendations that the customer should follow. A repair is done only when there is an issue/problem• The record that you provided was not preventive maintenance. You had chosen to cancel your policy with us and we did agree to stop the Warranty and did agree not to charge you the $monthly This claim has been cancelled since December 23rd and has not been charged since.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy.We urge all customers’ to review the policy within the day grace period that is provided before the policy begins You have this time to ensure that all units are in proper working order as well as to cancel for a full refund within this time period. Best regards,CHW

Dear *** ***We emailed you at *** this morning stating that we received your paperwork As stated in the release agreement, you will be refunded in days. 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, it was brought to our attention that the units compressor as you stated had failed, shorted to the ground Our internal technician’s review these types of claims and come to the outcome that the unit was not properly maintained as per the manufactures specifications.Per our policy, Section FLimitations of Liability #states that “ 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 routine 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 replacementIn the event a claim is denied, and a customer seeks to have CHW review that denial, CHW has the right to request routine maintenance records in reviewing its decision.”If you would like to provide us with the routine maintenance records, please submit them to [email protected] and they will be reviewed However, if you would prefer a refund of the funds you have paid for this policy, we will offer that to you as well If you would like a refund of the paid policy, please contact us at ###-###-#### and we will send you an agreement to sign that states that you are in agreement to allow us to cancel the policy and refund the funds.We look forward to either assisting with the refund or reviewing the routine maintenance records.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 ***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

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,
*** ***

Complaint: ***
I am rejecting this response because:The box of tampons says they are flushable How are they a foreign object?
Regards,
*** ***

Dear *** ***,We regret to hear your frustration and dissatisfaction with CHW. In a recent review of your policy, per your request, we have cancelled your policy as of 9/15/and your refund in the amount of $1,is currently processing Please note that you agreed to the
refund amount with the Director of Sales.Regards,CHW

Dear *** ***We regret to hear your frustration and apologize for any inconveniences this may have caused you.Please note that Sears has been assigned to your claim and you have a scheduled appointment on September 7, between 8pm and 5pm; your service call fee has been waived for this
visit.If you do not want to wait for this appointment, you are entitled to hiring your own technician and go through our reimbursement process The reimbursement process is as follows:• We reimburse at OUR rates if the claim is a covered failure• You must pay the technician up front, in addition to the SCF• Your technician MUST call authorizations prior to doing any work to complete the repair for approval• Authorization Hours are as follows: Mon-Fri 8AM-7PM; Saturday and Sunday 9-5:30PM.• It takes days to process the reimbursement upon receipt of form• It takes days to process the check FOR COVERED CLAIMSIf you choose to hire your own technician, please contact us directly before your appointment at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm EST.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 meBut had better not see any more Spam emails AT ALL!!
Regards, *** ***

Complaint: ***
I am rejecting this response because: although communicate with the choice warranty supervisors promise me repairs for my air conditioners and microwave I am not in receipt of sameI want ALL my money back that was charged to my account as well as the check for replacing my microwave as my air conditioners are not repaired and its been OVER a month we are in florida so u can only imagine the suffering my family has enduredall I get is a big run around. the so called technicians have told choice that I need a new motor on the one side and the other side of the house ac probly needs Freon or a regulator of some sort. the technician is *** *** out of bell florida and they have repeatedly contacted choice to identify what needs to be done. I cannot wait any longermy family and animals are ill from the heat. choice has clearly and intentionally violated their contract with me and I have given them way too much time to make the matter rightplease assist AT ONCE>
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,
*** ***

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 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 that began on 5/19/16, we see that you placed a claim for your Air Conditioning System on 6/10/You stated that the unit was last working on the 9th however per the diagnosis it shows that contactor was bad causing a failure in the capacitor and condenser fan motorThe unit was also low on Freon which happens within timeThis failure cannot happen within the time frame of the policy’s start datePer our policy, Section ACoverage #states that all units must enter the policy in proper working orderIt also states that in Section FLimitations of Liability #that we do not cover for any know or unknown pre-existing issueHowever, we do see that one of our Senior Managers Mr*** is assisting you with a resolution for this claim
We have reached out to him to contact you to settle this matter
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy
Regards,
CHW

*** ** ***We do regret your frustration however due to the fact that you have cancelled the policy with CHW, we can offer to provide you with a refund of the paid policy in the total amount that was paid You have already received a refund of $and we are offering to provide you with the extra $50.The claim that you placed cannot be covered under our policy since the time period that you had the policy, this failure couldn’t have happened Our policy does not cover failures that are pre-existing to the start date and the unit had many failures that were caused per the technician by a lack of proper routine maintenance. We do hope that you accept our offer, if you do please contact us at ###-###-#### and we will send you the proper form.Thank you,CHW