Bass Services, Inc.

Dear *** ***,We regret to hear your frustration. Please note that we found a unit: Hotpoint 30” Freestanding Electric Range Black or White Model# RB525DHWWIf you would like to accept please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday
9am-5:30pm 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 *** Upon review of your claim, we do see that you have spoken with Russ one of our managers who did state that he was helping to resolve this issue with you.Please feel free to contact Russ at any time for any type of updates 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 www.choicehomewarranty.com/user-agreement/. 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 was no Freon in the system due to a corroded evaporator coil. 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…”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:Our units are being maintained annually and I've attached the last maintenance that was done back in MarchTo claim that this is due to lack of routine maintenance is completely falseSo when you said "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...” is one deceiving way to reject our claim.
Regards,
*** ***

Dear Mr*** ***, Please note that our policy is available online at www.choicehomewarranty.com for public viewingYou are given days to review your policy and if you do not agree, you could cancel with no penalties during that time period. Please see our policy where it states in Section B of Coverage Period: BCOVERAGE PERIOD Coverage starts days after acceptance of application by Us and receipt of applicable contract fees and continues for days from that dateYour coverage may begin before days if We receive proof of prior coverage, showing no lapse of coverage, through another carrier within days of the order datePlease note, that Choice Home Warranty has given you a breakdown of the amount your pro-rated refund as per our policyIf you would like to cancel your policy, please contact our Customer Solutions Department at ###-###-#### Monday-Friday 9am to 6pm EST

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/useragreementA review of the claim shows that it was processed according to the policy. This was a partially covered claim. Based on the diagnosis that we received, it stated that the timer failed and the control panel was cracked. The control panel cracking is not caused by wear and tearPer our policy, Section Letter A, Number 2, we cover failures that “Become inoperative due to wear and tear…” Choice Home Warranty is covering the timer, but unfortunately, that part is no long available. Our policy states in Section Letter F, Number that “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.” Our SrClaims Specialist advised you about the outcome of the claim, and our policy. You were not satisfied with the amount of $115, our cost of the part and labor, therefore as a goodwill gesture, we increased your funds to $towards a new unit. You accepted this offer and we started the process in sending you the funds as of May 10, We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

*** ***,Per our policy, we do not cover the discoloration that is called corrosion The failure was a cracked heat exchanger that takes time to get to the point that it will crack, you are supposed to come into the policy with all units in proper working order The rust on the unit was there but majority of the issue from the diagnosis we were provided was the unit was dirty, rusted and corroded. We understand you did not want to accept a full refund of the policy, unfortunately there would be nothing more that we could do.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 *** Records indicate that you have reached a mutual agreement with CHW and have been sent documents to indicate thisIn the event you have questions regarding the agreement that was sent please reach out to 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 *** *** , Per our policy, you did agree to a pro-rated refund the day you had signed up with us You were provided days to review our policy and if you had disagreed with any part of it you were able to cancel for the full refundYou had CHW as a warranty company and although you may not have used the services, you were able to Our policy clearly states 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. If you would like a pro-rated refund kindly contact us and we will be happy to provide it to you.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 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 unit had multiple failures that were caused from a severe lack of 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 decline this offer. CHW will honor the goodwill funds that were offered to you, therefore, if you would like to accept these fund please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:pm EST. If you choose to continue to dispute this claim, you can submit your proper routine maintenance records to [email protected] for review If the records show that your unit has been maintained, we would adjust the outcome of the claim accordingly. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

That is what we told him when his tech came out because we cannot fix a unit that is not broken. This is the screen shot that I sent to you yesterday of the diagnosis of the tech’s statement. He told us that the unit is not leaking anymore and we did tell him that there is nothing we can do if it is not leaking anymore to call us when it is and we will send a tech or he can have his comeback but we did not give authorization to buy a new unit. He chose to do that by himself and now wants CHW to pay for the new one. I did explain to him in the response that we cannot pay for a unit that he chose to replace. Per our policy Section CSERVICE CALLS We has the sole and absolute right to select the Service Provider to perform the service; and We will not reimburse for services performed without prior approval.So he did not get our approval because we would not approve a replacement for a unit that is still workingShould I explain this to him again? Thank you for your help!!

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 compressor failed and could not be replaced Our policy states in Section Letter F, Number 16, that “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.”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you declined the offer for funds to go towards a new unit.We strive to provide the best customer experience therefore we offered to purchase you a new refrigerator unit After hearing the details of the unit CHW was going to purchase for you, you declined that offer as well.Please note that the maximum amount of $towards a new refrigerator is still available These funds are at “Our actual cost” which may be less than retail To accept this offer, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm 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 http://www.choicehomewarranty.com/user_agreement.php Upon review of your claim for your heating system, we do see that the claim was not covered per our policy for the fact that we do not cover valves as stated in Section D#under the excluded portion of the policy.We do see that you had a second opinion come to provide us with a diagnosis and the outcome was the same He stated that the gas valve was bad; heat exchanger was cracked due to rust and corrosion Per our policy Section FLimitations of Liability #states that CHW will not cover failures due to rust or corrosion.We also state in our policy that all units do not have to be new but they do have to be in proper working order on the start date of the policy All units have to be properly maintained and in good working order once this policy begins If a unit has failed due to wear and tear but the policy has not been open with us for that certain amount of time that the failure could take place, this would not constitute as a covered claim.We do regret your frustration with this claim however CHW is in full compliance with our terms and conditions of our policy.Best regards,CHW

Complaint: ***
I am rejecting this response because: what CHW advertise is misleading and advertisements and I feel it's unlawful
Regards,
*** ***

Complaint: ***
I am rejecting this response because:First they where NO previous problems with the furnace, Second I never cancel the warranty and been paying on time for the last monthsThird the tech indicated that CHW owes him money and to contact them directly, he never call us back or gave us an estimate of the repairs neither what was wrong with the furnace in writingForth if you look at the volume of complains against CHW you can see this is a common practice for themFirth they are still on promotions from the 6/lawsuit.They want to refund the full amount we pay to remove the reviews, we will continue posting the honest truth and reject there offer, furthermore we reserve our legal rights and we like to mention that http://www.consumeraffairs.com/homeowners/choice_home_warranty.html is part of CHW and any truthful negative review is NOT posted
And again there is a trend by this company and other to target senior citizen like us, promise and promise call after call day and night, discounts because we are seniors every is great as long you do not file a claim, once you do is a whole deferent ball game, rude, try to bully you and nastyAnd if you request a supervisor forget it, they put you on HOLD forever, and if you call again they hang up. The reviews STAND and will be a lot more, they should honer the warranty
Regards,
*** ***

Per our policy, any unit that fails due to rust/corrosion would not be a covered item as stated in Section FLimitations of Liability # 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.We did advise you that the unit had failed due to this issue and therefore we would not be able to cover this claim.As a goodwill gesture, we would like to provide you with an extra month of service free of charge due to the fact that you are not happy with the outcome of this claim. We are also willing to provide you with a onetime free service call fee for any next claim that you might have.We do regret the frustration with this claim and do hope that you accept our offer as we cannot provide coverage for this claim but do value you as a customer and would like to offer you this as a goodwill gesture. If you would like to accept this offer, please contact us as it is noted on the policy and we will add the extra month and service call fee for you.Respectfully,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 claim, we do see that the outcome that we have is a failure due to a lack of proper routine maintenanceIf you disagree with this outcome, you are able to send a second opinion to usPlease send the information to *** and our inside technical staff will review
Please note that in reference to contacting our Consumer Advocate, she has business days, not including holiday’s to respond to a customer’s email
We do regret your frustration with this claim; however we are in 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 shows that the claim was handled properlyThe diagnosis that was received was that the electronic board needs to be replacedThe heater is not lighting also, because a new control board is neededSection Letter E, Number of the policy states that this is not coveredOnce this is repaired, the technician will be able to determine if there are other failures that are covered under the policyHowever, at this time, the claim remains non-covered 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 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 both of your policies, we do see that the first policy that you purchased with us you paid $towards the $that was dueYou did cancel the policy before the day timeframe and CHW did refund the funds back to you
Upon review of the second policy that you purchased with us, you paid $in total and the day your policy began you placed a claim for your Air Conditioning SystemWe did advise you that per our policy, section ACoverage #states that all units must enter the policy in proper working orderYou requested that CHW still send a technician to your homeWe did as you requested and did dispatch a technician however before the technician came to the home, you requested to cancel the policy
Per the terms of Section LCancellations you were not entitled to a refund however as a good faith effort, CHW provided you with the last payment of $that you paid
We do regret your frustration with this claim; however we are in 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 claim for your water heater we do see that the actual tank itself needed to be replacedPer our policy Section DCoverage # states that we don’t cover the actual tank, the tank has no mechanical function and is the holding vessel for the waterCHW repairs the heating element for the water heater to ensure that the unit does get hotIf the entire unit has to be replaced, this would not be covered per termsWe do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy Regards, CHW