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. 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 system was low on Freon Your system being low on Freon indicates that there is a leak somewhere in the system When the leak is not visible, a technician must perform a leak test A leak test would determine the location and cause of the leak, and in addition, the technician would take pictures of the location of the leak, the indoor and outdoor coils, and the model and serial number of the unit Per our policy, Section Letter D, Number 4, we do not cover leak test.Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you advised that you would hire your own technician to perform the leak test. Based on the leak test results and pictures we received, it stated that there was rust/corrosion found on the evaporator coil that caused the coil to form holes which led to the Freon leak.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…”Due to your dissatisfaction, our SrClaims Specialist offered you $towards the repair You accepted this offer as of 9/15/ Please allow days for check to process before it is mailed out. This matter has been settled.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,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 Upon review of your policy that began on 05/22/15, I do see that you placed a claim the same day as the claim started This claim was not covered due to the fact that the unit could not have failed within the same day that the policy started Although we did advise you of this, section Acoverage Are in place and in proper working order on the effective date of this home warranty contractThis contract does not cover any known or unknown pre-existing conditionsIt is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or componentsThis contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,square feet, unless an alternative dwelling type (i.eabove 5,square feet or multi-unit home) is applied, and appropriate fee is paidCoverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homesThis contract describes the basic coverage and options availableCoverage is subject to limitations and conditions specified in this contractPlease read your contract carefullyNOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.W did go a head and give you a goodwill gesture of $that you accepted.On 06/09/I do see that you placed a claim for you for your second Freezer and we did advise you that it was not covered due to Section ACoverage #3, stated above You had requested to cancel the policy and that is what we did We gave you per the policy a pro-rated refund Per the policy Section 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. The amount that you paid CHW has a deduction of paid claims and an administration fee I do apologize you are unhappy with this refund but it is correct per the policy.I have requested that our Quality team review the recording of the conversation and this will be handled as well Thank you for your feedback.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 for your AC System we do see that the outcome was that the unit had failed due to rust and corrosion, there was a leak that came from the area of the rustPer our policy, Section FLimitations of Liability #states that CHW does not cover failures due to rust or corrosionIt also states that we do not cover failures due to a lack of proper routine maintenance
We see that CHW offered you a goodwill gesture of $towards this repairIf you would like to accept this offer, please contact us and we will provide it to youWe do apologize that we are not offering to reimburse you for the amount that you spent on the unit due to the fact that you had it completed without any authorization and due to the fact that the claim was not a covered claim
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy
Regards,
CHW

Complaint: ***
I am rejecting this response because: According to the contract under paragraph A, it states that things covered need to be within the confines of the main foundation of the home, or attached or detached garage "with the exception of the exterior pool/spa, WELL PUMP, septic tank pumping and air conditioner" which implies that these items are covered regardless of where they are. So if you mention well pumps, and mine is even within the foundation of the home in the crawl space, then why wasn't it covered? The vendor came out to the house last night and spent a good amount of time troubleshooting the fridge, I have no doubt that he was trying as best he could to get it running for us last night. However, he said that there was a lot wrong with it and it would require a lot of parts and labor to repair. I am still waiting to hear back from CHW to see how they will get this resolved
Regards,
Bradley ***

[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 me
Regards,
*** ***

I am rejecting this response because: This is exactly what I said. This company did not fix or send me any check for a new microwave which was agreed upon. After I figured out the cost to have this company comply with the contract, I would have to continue to pay $per month, which I had paid for this month; wait t days to get a $check for a over the counter microwave which I would have to also pay someone to put it back on the wall. When I totaled the cost of me getting this $200, it would cost me more to stay in CHW and still get nothing fixed or replaced. I would be replacing all the service myself and paying them for my own service.This is the way this company has this service. I ask to cancel my service by phone because there is no address to write to. How can you get out in writing if there is no address? When I called to ask how to get out, Stephenie threatened me with my not receiving the check for the $200. She stated that if you cancel, you will not get your check, yet I would not get a check within to days anyway but still paying the $monthly fee. I had paid the repair man $per his visit where he took the microwave out of the wall, left it on the chair in my kitchen and I have to pay someone to take it out or when I purchase another microwave, pay $for the next company to take it out. If this company did not know of any replacement part, why did they offer me $then change it to $as per our agreement which did not include remaining in this company!!!

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. Based on the diagnosis that we received, it stated that the compressor shorted to ground This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor This failure does not constitute wear and tear as there are many safeguards that work to prevent these types of failures Per our policy, Section Letter A, Number 2, we 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 will resubmit your claim for review Once your claim has been re-reviewed by our Authorization’s manager, we will reach out to you with the update.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

dear, I RECEIVE YOUR EMAIL I am sanding they advertise copy if we can't fix it then replace ?? &and all so on tv says all age& any conditions we covered, so could you tell me whats covered?????, choice say compressor heats up so we not cover, how can possibles if ac works than compressor stay cool??only when conditions fan does not work then a long time then compressor go bed but my ac fan works well then how can they people say heat-up?? they say I didn't service units? but service man did-not goes in the sealed compressor?? I like to stop this kind hwy robber sued to stop the wrong advertise for people's, ALL so I paid for months for two house each total 2340.00$, now months left I decided to go to American home warranty so like to re fund my premium because $ per month should refund,I am sending copies to NJ consumer affairs .gov *** ***

Dear *** ***, We were advised that you contacted our customer service department and did accept the full refund of the paid policy. We did ask and require that you sign the agreement in order for us to provide the refund. We do regret that you chose not to sign the agreement and we will document the policyWe do regret your frustration and if you change your mind, please contact us or send the form back to us at *** or feel free to fax it to us ###-###-#### Thank you CHW

Complaint: ***
I am rejecting this response because:They do not fulfill compliance and currently NJ has issued a $million dollar charge against Choice Home Warranty for not honoring its customers but instead fine ways to avoid paying them as they did to me
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/useragreementA review of the claim shows that it was processed according to the policy. Based on the most recent diagnosis that we received, it stated that the compressor shorted to ground and the wires were melted on the compressorThis failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor. This failure does not constitute wear and tear as there are many safeguards that work to prevent these types of failures. Per our policy, Section Letter A, Number 2, we 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 were not satisfied, therefore you requested to cancelYou were transferred to a Customer Solution’s Specialist who offered a goodwill gesture of $to assist you on the non-covered claimYou declined this offerWe increased the goodwill funds to $to assist you, however, you declined and requested to cancel your policyPer your request, Choice Home Warranty has cancelled your policy and processed your pro-rated refund. Please note that based on our policy you are not entitled to a full refund. Please refer to Section Letter L of Cancellations in our policyWe do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear *** ***If you received a second opinion with a different diagnosis, please submit it to [email protected] for review Once it has been reviewed and the outcome is different, we will adjust the outcome of the claim accordingly, based on our policy. We will then follow up with you, with the updated outcome.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 claims shows that the claim was handled properlyBased on the diagnosis that was received by CHW the claim is not covered due to improper installationThere was an improper installation of the duct line feeding into the upstairs bathroomThe line is also pinched, restricting air flowSection Letter F, Number states that CHW is not responsible for repairs related to improper installationPlease call the CHW customer service team directly if you have 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 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 control panel was worn out and not functioning properly Due to the failure, CHW offered funds in lieu of the repair. Per our policy, Section Letter F, Number 16, “We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost…”Our SrClaims Specialist advised you about the outcome of the claim, our policy, and offered you $towards a new unit You declined this offer. As a goodwill gesture, we will increase this offer to $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.We regret to hear your dissatisfaction with CHW, therefore, please understand that you are entitled to cancel your policy at any time You can contact our Customer Solutions Specialist at ###-###-#### Monday-Friday 9AM to 6PM EST to cancel. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,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 Upon review of your policy, I do see that you have been a customer with CHW since and have paid monthly $per month I also see that the claims that you had submitted, majority of them we did not receive a response from you when reaching back to you to make sure that the claim was satisfied Below are the claims that you had submitted.Claim # *** for your Air Conditioning System-was not a covered claim due to a lack of proper maintenanceClaim # *** for your Washer- CHW paid $300.00Claim # *** for your Limited Roof Leek-CHW paid the contractor $Claim # *** for your Air Conditioning System-CHW paid the contractor $and we did not hear back from you after several attempts via email and phoneClaim # *** for your Air Conditioning System- CHW paid the contractor $and we did not hear back from you after several attempts via email and phoneClaim # *** for your Limited Roof Leak-CHW paid the tech $Claim # *** for your Air Conditioning System-CHW paid the contractor $107.50Claim # *** for your Air Conditioning System-claim cancelled, you stated unit worked againClaim # *** for your Limited Roof Leak- claim was not covered due to improper install, your roof was not installed with flashingClaim # *** *or your Washer: -CHW paid the technician $and we did not hear back from you after several attempts via email and phoneClaim # *** for your Dishwasher- CHW paid contractor $and we did not hear back from you after several attempts via email and phoneThe entire amount that CHW has paid out of pocket for your claims covered or not was $ Again, even though you have paid a total of $864.00, you are monthly customer and CHW has paid out more for you in claims than you paid into the policy Therefore, CHW wouldn’t be able to give you a refund of anyI do see that you have cancelled your policy with us, unfortunately due to this I am unable to offer any money towards any claims.We are sorry that you disagree with the outcome of the claim; CHW is in full compliance with our policy that you signed up for.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 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 compressor valves were leaking Freon causing internal failure and for it to overheat, causing the compressor to go into thermal overload This failure is caused by a lack of proper routine 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 If you would like to further dispute this claim, you can submit your proper routine maintenance records to [email protected] for review If the records prove that the system was properly and routinely 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

Dear Mr*** ***,CHW is trying to provide you with a resolution that would best fit both partiesDue to the claim not being covered under our policy, we have offered to provide you with a full refundIf you would like to accept this, please contact us at ###-###-####.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 awaiting information from the technician that you hired to fix your systemOnce we receive this information, we can review the information and provide a response accordinglyIn the event the technician that was there didn’t do an accurate job, please feel free to reach out to that technician’s company directlyHowever, we thank you for the information that you provided regarding the technician that was sent to your home and will elevate this to our Territory ManagerAdditionally, based on the notes provided to CHW, we want to be sure we provide an accurate diagnosis which is why a leak detection test is requiredThis will isolate the problem and hopefully prevent any additional damagesBased on the policy, section Letter D, number 4, leak detection tests are not covered We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, 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/useragreement.com.Upon review of the policy that you have with us, CHW does see that the following claims were placed and we have assisting with all of them except for the last one placed for the Air Conditioning System: On 06/24/15, Claim # *** for your Air Conditioning SystemOn 6/18/, Claim # *** for your DishwasherOn 4/2/15, Claim # *** for your DishwasherOn 8/11/14, Claim # *** for your RefrigeratorOn 5/6/14, Claim # *** for your MicrowaveOn 1/23/14, Claim # *** for your Heating System We were not able to cover the cost of the repair or replacement of the Air Conditioning System as stated to you due to a lack of proper maintenance The records that you had sent to us are not maintenance records, they are repair recordsThere is actually an invoice that states unit was very dirty and needed a cleaning and no note of that even being done.Per our policy, Section FLimitations of Liability #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.We do regret your frustration with this claim and that we are not able to assist.Please feel free to contact our supervisors to assist you with your claims as we do value you as a customer.Regards,CHW

the air conditioner was not fixed It is not reasonable that you hide behind a policy that does not satisfy a customer It is usual and reasonable that both those repairs should have been covered In almost all situations where the fan motor fails the compressor dies Your policy is your policy I am going to make my neighbors and friends aware of how my claim was handled I have since moved to American home shield I explained the situation to them and under their policy both items are covered Am giving the whole situation to my family to post on Facebook