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 *** A review of the claims show they were handled properlyThere were claims that have been placedof the claims have been covered in which there was a payment authorized, even if a goodwill payment for a claim that shouldn’t have been covered under the guidelines of the policySection Letter A, Number indicates that CHW is responsible for repairs related to wear and tearThe recent claim for the oven stove cooktop doesn’t fall under this as based on the diagnosis that was received the buttons on the control board collapsed, which were shorting out the panel and the board CHW values all customers and regrets to lose any customersSection Letter L, Number of the policy states, “If 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” The service call fees that have been paid will not be refunded as those funds are secured by the technicians that are sent to diagnose the problem as indicated in section Letter C, Number of the policyPlease feel free to call the CHW customer service team directly with any questions 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 *** The cancellation was handled properlyAt your request, the policy was canceledHowever, there is no refund due as there was a chargeback to the bank, which results in there being a dispute of the funds that were already dispersedPlease refer to your bank 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 *** A review of the claim show it was handled properlyCHW offers the reimbursement option in accordance to the guidelines establishedCHW will reimburse at the CHW rate, less the service call fee and prior approval is needed as indicated in Section Letter C, Number of the policyAs requested, please submit the invoice for reimbursement at CHW rates and allow days for processingPlease call the CHW customer service team with any questions 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 that we are still working on having this resolved for youPlease call the customer service team directly at *** as we have been hoping to speak with youYour time is very valuable and we apologize for the long delaysYou may also email us directly at ***
* We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

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,
*** ***

Complaint: ***
I am rejecting this response because when the warranty was purchasedWe was told that as long as everything was working at the time of purchase, a claim could be filed after days after for any failure.
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 do see that the technician that was dispatched did mis-diagnose the system CHW has taken actions against that specific technician; their company will ensure that they do not send that specific technician out to any of our customers again Per our policy, Section F#does state that CHW is not responsible for the technician’s negligence We did receive the diagnosis that you had provided from your technician, *** and the pictures of the unit The pictures and the technician confirmed that the unit had failed due to rust and corrosion CHW does promise to either repair or replace units providing the failures are not part of the excluded portion of our policy All units must be properly maintained per the manufactures specifications and the failure cannot be due to rust or corrosion Per the policy, Section FLimitations of Liability #states that we do not cover for a lack of proper routine maintenance The records that you sent to us do not show that the levels were check on the unit that the technician checked It did not show the serial number or model of the unit that was being checked A *** maintenance was not completed for this unit and the failure being rust or corrosion is not a covered claim, per section FLimitations of Liability #1, which states that CHW does not cover for failures due to rust or corrosion The pictures that were sent to us clearly show that the heat exchanger was rusted and that caused it to crack.CHW does abide by the terms and conditions of the policy We would be happy to cover the claim if the failures were within the guidelines of the policy unfortunately, this failure was notIf you would like to cancel your policy, as you had stated you wanted a refundPlease see Section LCancellations of the policy You chose to be a monthly policy holder and therefore you pay for the policy each month We have provided you our services for those months and there would not be a refund If you chose to cancel you would not owe anything as we normally would charge a $administrative fee but you would not receive a refund,We do see that CHW has assisted you in prior claims that you have had and we do look forward to assisting you with future claims.Sincerely,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 valve to drain the water heater was physically damaged Please note that the technician informed our Authorizations Department Director about the failure in which he advised it was better to replace the unit vs repairing it due to the unit’s condition This failure did not occur from wear and tear 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, therefore, you requested to cancel your policy. As of May 31, 2017, your policy has been cancelled and your prorated refund in the amount of $was processed and mailed out on June 6, 2017.Please understand that no further action will be taken as this policy has been cancelled. 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 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 evaporator coil was leaking due to rust/corrosion. Per our policy, Section Letter F., Number 1, CHW is not liable for “…malfunction or improper operation due to rust or corrosion of all systems and appliances…”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 $towards the repair You accepted this offer. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

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

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

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 it was handled properlyCHW dispatched a technician when the claim was placedIt is clear that CHW doesn’t require home inspections and will provide coverage in accordance to the guidelines of the policyBased on the diagnosis that was received from the technician there are multiple components failures of the unit which include incorrect wiring, failed valves and low FreonThese are all things that wouldn’t have occurred if the unit was maintained properlySection Letter F, Number of the policy indicates that CHW is not responsible for repairs related to improper installation and Section Letter F, Number indicates that CHW is not responsible for repairs related to improper routine maintenance We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear Traci ***, 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 it has been covered in accordance with section Letter F, Number which 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 maintenanceAlthough CHW doesn’t require maintenance records, you are invited to send in your records to indicate proper routine maintenance for a review of your claimIf you choose to send this information you may send it to *** and ensure the claim number is indicated on the informationYour claim will be reviewed at that time We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, 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 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: it was based on a pictureNo second opinion came to my honeEven the technician that YOU sent saif it WAS NOT THE RUST!!!!!!! YOU HAVE PROFILED ME BASED ON A PICTURE!!!! You originally gave him permission for a new evaporator but then you rejected itCall him and adk him yourselves!!!!!
Regards,
*** ***

I would be happy to get $from Choice Home WarrantyBut all they offered over the phone was $300. Also, the first communication regarding this case was your email, stating that case was closed. Please, let me know how to reopen that case.Thank you!

Complaint: ***
I am rejecting this response because:I haven't asked Choice to pay for maintenance I always have taken care of that, you are not understanding what Me and the technician have cleared up to your supervisor, me being on the phone call on a way callThe refigerant added has nothing to do with this a/c, by the way that ton a/c is cleared of any cracks and is in perfect working condition technician specified ducts are more than usually long thats why he adjusted refigerant anyways the broken ton a/c has never had refrigerant added as the technician stated to your supervisorSo your excuse not to fix this a/c unit is not valid since you are talking about a completely different system that is not in this claim, technician has clarified this in several ocassions and on the receipt I sent you from Augstates it very clearly that refrigerant level was adjusted to the second story ton unit not downstairs ton unit that is on this claim
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 there were multiple failures that occurred to the unit causing it to run over pressure These failures occurred due to a lack of proper maintenance. Per our policy, Section Letter F, Number 12, CHW is not responsible “…for repairs or failures that result from the Contract holder’s failure to perform or routine maintenance...” 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 $towards the repair You declined this offer. Due to your dissatisfaction, CHW will increase the goodwill funds to $towards the repair To accept this offer, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST.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 ***.Upon review of your policy that began on 2/12/16, you entered a claim for your washer on 2/22/ The technician advised us that the unit had multiple mechanical failures that could have been prevented if checked prior to the policy’s start date Per our policy, Section A#states that all units must be in proper working order on the start date of the policy It also states that CHW doesn’t cover failures that are due to a pre-existing issue CHW provides days prior to the start date to ensure that all their units are in proper working order Also, you can use this time to read the policy to understand that if you chose to cancel after the policy begins, CHW will provide you with a pro-rated refund minus an administrative fee of $ You paid $for this policy and you received a refund which was correct in the amount of $for your remaining months not used.We do regret your frustration with this policy; however CHW is in full compliance with our terms and conditions.Thank you,CHW