Bass Services, Inc.

Dear ** ***We regret to hear your frustration, however, per a conversation you had with one of our managers you did advise that you were doing the maintenance on your own. Proper routine maintenance can only be performed by a licensed HVAC technician. You are entitled to get a second opinion at your expense If you choose to do so, please submit the detailed invoice with the diagnosis to [email protected] for review. If the outcome is different, we would adjust the claim accordingly. Regards,CHW

*** ***,Per the technician that was out to your home, he stated that the vent was clogged which prevented the clothes from drying properly This is not something that would be covered due to the fact that it is a maintenance issue Please review the policy section Fnumber Also, any claim that is placed and a technician comes to the home, a service call fee is due to that technician if the claim is covered or not As a goodwill gesture, CHW has placed a onetime free service call fee one to your 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 *** Upon review of your claim, we do see that the hot water heater was installed with the wrong breaker, per our policy, Section FLimitations of Liability #states that we do not cover failures that are from previous repairs or replacements. 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 ***As explained to you, this failure was due to the tank and CHW doesn’t provide coverage for the actual tank Please see Section DCoverage #under the exclusions Also, as we explained if you felt that this was not a proper diagnosis, you can contact the technician or another technician to provide a second opinion.CHW had offered you a full refund of your policy regardless that we had paid for $of in claims We are offering you a full refund due to the fact that you do not agree with the outcome of the claim, hence the policy We have provided options for you and once you have decided what option you would like to use, please feel free to contact us as it is documented in your claim that the offers were made. We do regret the frustration that you have experienced with this claim however we do look forward to assisting you with future claims.Sincerely,*** **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 We have reviewed the policies that you had with our company and we do see that on 8/5/you were provided a credit to the credit card that you purchased the policy with in the amount of $2805.00.Please contact us if you should have any issues.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 our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your policy, we do see that you did receive the email that was sent to you upon signing up for your policy and also if you wanted to review the policy you could have gone online to our customer service center and log into the customer center to view your policy.Also we do see that you place a claim for your unit less than a month into the policy stating that the unit last worked on 3/1/which was only days prior to the start date of the policy.Our policy states in Section ACoverage that CHW expects all units to come into the policy in proper working order Also in Section FLimitations of Liability #states that CHW does not cover failures that are known or unknown issues that pre-exist the policy.The technician stated that the unit was in poor shape but he said that there was water leaking though the transmission and the tub Lastly, he said that the unit is completely rusted and this also caused failures.Our policy states that we do not cover failures that are due to rustSection F#8.Per the terms in Section LCancellations, you are more than welcome to cancel the policy however you are not entitled to a refund You pay for your policy on a month to month basis, paying for each month as they come. As a goodwill gesture, CHW will provide you with a full refund of the policy Respectfully,CHW

Dear *** ***,CHW advised you since you stated in your last comment that you had a storm and that is what you believed the issue was from, that we do not cover storm damages.CHW has stated from the beginning that this claim was not a covered claim per the policy as a lack of proper routine maintenance. This claim is non-covered as we stated to you, Section FLimitations of Liability #12.In order for CHW to review the claim again, please submit routine maintenance records to us. You can submit them to *** .We look forward to reviewing your records and hopefully they will help with a more favorable outcome for you.CHW

Dear T*** ***,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, we do see that we covered the previous claim that you had for the washer We were advised that there were washers on site and that would not be a covered claim since you do not have the coverage for unitsHowever, since you are stating that there was only one washer and it was a new washer that you had just purchased used, we still would be able to cover the unit under our policy The failure that you had with the washer is something that would not be covered because it was purchased in this condition Per the technician the unit was not in good condition and it would not have been covered per Section F#states that we do not cover any known or unknown pre-existing issuesSince the unit was purchased with the failures The cost of the repair for this unit would be $if gone through our technician As a goodwill gesture, we are willing to provide you with $towards the repair If you would like to go through our technician, we will provide him with the authorization or if you wanted to use your own, we will send you a check.In regards to the dryer, since there was dryers in the home at that time it would not be covered There is no proof that you did borrow this unit and that you truly only have one, however we do value you as a customer and are willing to provide you with a goodwill gesture for the repair of this unit The cost for repair through our technician would be $283.32, CHW is willing to provide you with half of the cost in the amount of $141.66.If you decline both of the offers, we could provide you with a pro-rated refund as per the terms of the policy Section L CancellationsIn this case, you have paid $for a year policy and CHW has paid $in covered claims Unfortunately, there would not be a refund based upon this.In reference to the customer service rep, we do apologize This is not something that CHW condones and this will be brought to the VP of Operations. We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy. Thank you,CHW

Dear Nate Q Seaman, 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 *** The claim that was submitted for your refrigerator was processed properlySection 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 hours”Your claim was placed on 9/11/and the first technician that was dispatched was on 9/11/16, which was a SundayYou made an attempt to reach the technician and he made an attempt to reach you, however, the calls were missedCHW reassigned the claim to JB Services on 9/13/Please accept the apologies of CHW if you thought it would be resolved in hours, as indicated in the policy, an authorized service provider would be contacted and they were Based on the diagnosis that was received from the technician, a part needed to be ordered to complete the repairThere was a delay in the part, however, that wasn’t the fault of CHWThe part was ordered and CHW and the technician were awaiting deliveryCHW had made several attempts to reach you but was unsuccessfulPlease 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 *** ***,We regret to hear your frustration.If you would like to further dispute this claim, you submit your proper routine maintenance records for review: [email protected] If the records show that the unit was properly and routinely maintained, we would adjust the claim accordingly 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 the claim indicates that the claim was not covered due to lack of proper routine maintenanceCondensing coils are manufactured to withstand extreme conditionsThe diagnosis received indicated that the condenser coil was leaking and there were multiple oil spotsThe compressor was running but not pumping properly due to refrigerant loss and the unit was very low on chargeThese are all results of lack of proper routine maintenanceCHW doesn’t require customers to send in maintenance records, however, you are invited to send the records for another reviewThis information can be sent to *** and please place the claim number on the documentsIf 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 *** Upon review of your claim it appears your claim was processed in accordance with the policy Section Letter D., Number CHW will only cover accessible ground level clean outWe do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear CHW,While I appreciate your offer, I am rejecting your response as it is based on premiseI understand various sections of contract you have pointed out and also the fact that the claim was raised days after policy came into effectI am completely aware that CHW is not a service provider and my query was not related to any 'service' issuesHere are a few things for CHW to consider:Our current residence is the only and primary residence for us and we have been living there since June 2012. Our heating system worked fine all these years including 2014-winter season which in NJ extended all the way into April of this yearOur heating/electricity bill can easily show thatWe have toddlers visiting our home on weekends and our thermostat is set to 75F throughout the yearTemperatures in South Orange, NJ and surrounding area dropped considerably end of May and our heating system came onThat is how we discovered the problem with heating systemI understand that it is hard to determine if the unit failed on that day or a few days before but one thing is for sure, it worked up until April of this yearWhen I spoke with CHW representative in relation to this claim, I got a feeling that CHW had already made a determination that it was a preexisting problemThe representative also identified himself as a manager at CHW (sorry, I couldn't catch his name)When I asked him how the determination was made, he mentioned that in my complaint I had written an error codeI am trained as an engineer, though not a practicing one and almost anyone with slight understanding of these systems can make a quick determination of the error codeThese error codes are listed right on the heating unitThen he shifted his attention to spring and why should a heating unit come on nowThis can be easily settled by looking at historic temperatures in South Orange NJ (07079)Then he shifted his argument to maintenance and said the heating system hasn't been working since December(!) - heating unit was serviced by PSEG (a reputable name) in December and I change filters quarterlyAt that point the rep didn't have anything else to say other than CHW's offerThe technician who came home told me that this is one of those things 'that can go bad anytime' and it is not related to maintenance or any other issuesI am sure you will agree that we buy any insurance (car, health etc) to deal with uncertaintiesThis is precisely why I bought CHW's year coverage (not a monthly one) based on a colleague's recommendationI am very disappointed at the service I have received so far especially the attempts to prove that it was somehow this is a pre-existing conditionFrankly, I don't know whether it is preexisting or not since it is not possible to determine when exactly the said part failed but it was working until winter ended and inside temperature was above 75FCHW's determination of preexisting condition, at best, is based on incorrect assumptionsI would urge you to resolve this issue as it is promised in the contract.Thanks for looking into this

Complaint: ***
I am rejecting this response because:
On 12/15/16, *** *** of CHW told me via email that there was an error made by their billing department that caused the delay in my receipt of the refund check within the business days. She said they corrected the error and the check would be mailed tomorrow which was 12/16/16. When I hadn't received the refund within the agreement's time frame, I figured something was amiss considering what we had gone through with CHW that lead to us having to come to the agreement, but I knew something was amiss when I hadn't received a piece of mail that was supposedly mailed 12/16/by 12/24/16. We did finally receive the refund check on 12/27/16, but it couldn't possibly have been due to an issue with the delivery of the mail as was stated by CHW in their response since the check was dated 12/22/16.
Regards,
*** ***

Complaint: ***
I am rejecting this response because: It is no different from their original telephone offer to me. In fact, I was offered $and then $in the VERY FIRST CONVERSATION I HAD WITH THEM. I don't know where this figure of $is coming from. I was offered $from the very start. Then I said I was unwilling to take that and they said they would offer $since that was the cost to repair the problem--in the same telephone conversationThis was the amount they offered when they thought it was a single oven. I pointed out that it is a DOUBLE oven, not a single oven as they thought. They still did not offer any more than $The actual cost to replace my double oven is about $2000. In the contract and the Choice Home Warranty Website it states that they repair or provide payment to the insured so that I can "simply replace" the appliance. However, $or even $is only 1/of the actual cost. The disclaimer made--that "our replacement cost may be less than retail" suggests that their may be SOME discrepancy between the appliance the customer chooses and their payment. But a reasonable person would expect that the payment would be CLOSE to the actual cost of replacing the appliance, not 1/of what the appliance actually costs. Please ask them to stop sending me the same offer they sent me on day one. I am not satisfied by that and that is why I made this complaint to begin with. Restating their original offer is making absolutely no concession to me. PLEASE STOP OFFERING THE SAME THING AND EXPECTING ME TO SUDDENLY BE SATISFIED WITH 1/OF WHAT IT WILL COST ME TO REPLACE MY DOUBLE OVEN!In addition, when they have something reasonable to offer, they should contact me by phone or by email, not ask me to go through their terrible voicemail system
Regards,
*** ***

Dear Mr***,The technician that came to your home provided a verbal diagnosis to us that we did document and it was stated that “the pool has algae in the water meaning there was no chlorine, algae was in the filter meaning over working the pool pump.” The technician also stated that the motor for the circulation pump was out it was humming not spinning”This diagnosis was provided to us by *** ***It was also stated that the problem is with the breaker outside and that disconnects are not covered per our policy We do see that you have had this unit fixed without authorization and have provided us with an invoicePer our policy, Section CService Calls, CHW does not cover claims that have been completed without authorization.As a goodwill gesture, since we are not able to provide coverage for this claim, we are willing to provide you with a full refund of the paid policy in the amount of $ If you would like to accept our offer, please contact us and we will send you the proper form to sign and send back as a mutual agreement.Thank you,CHW

Dear *** ***,We do regret that you have not received the check as of yet The account was paid for in July by CHW and due to the past due balance again for August, the check did not go out CHW has now paid again for August on this account, now providing you with free months of service and the check will go out as soon as possible We do appreciate you being patient and understanding that our system does stop a check once the account is in past due status We are processing the past due balance again for you to receive the check.Thank you,Choice Home Warranty

CHW provided you a refund as per our policy that you did receive in the mail and via email. You can also see it on our website under user agreement as can anyone. It clearly states that we do not provide maintenance for our customers, our customers are responsible to do their own maintenance as per the manufacture specificationsAs stated before in Section F#12Also, per our policy Section LCancellations CHW did provide you with the correct refund in the amount of $956.25. If you feel as though this is incorrect please contact our Cancellations department and they can explain to you the breakdown of the policy's refund as it is correct.Thank you,CHW

Complaint: ***
I am rejecting this response because: As I said in the complaint CHW got the whole amount back from my bankWhen I called the customer service, they acknowledged that they had the money, and the reason why they refused to return the premium was because the bank charged them to get the money backSo I really don't understand what Ms *** is talking aboutI have my statement indicating that the bank returned $to CHW
Regards,
*** ***

Dear *** ***,Our responses are delayed due to the order in which complaints are received I have looked at the claim and do see that the technician is assigned to your claim I have requested an update as of today 2/8/16, to contact you and advise you of the status.Thank you,CHW