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 ***t. Upon review of your heating system, we do see that we had sent a technician to your home to diagnose the system He stated to us that the unit was not pushing enough heat due to the fact that the entire unit was rusted and corroded; the heat exchanger itself was cracked from corrodingThis is s specific failure that is not covered under our policy, even if it is due to age or wear and tear CHW per Section FLimitations of Liability #& #states that we do not cover failures that are caused by rust or corrosion. If you would like to cancel your policy, please contact our cancellation department and they will be able to provide you with the pro-rated refund amount since it has been past the day grace period for a full refund.We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy. Regards,CHW

CHW attempted to work with you and reach a mutual agreement by providing you with a full refundYou indicated that you were not interestedIf you should reconsider, please call the customer service team at ###-###-#### to have the necessary paperwork sent to have the monies refunded. Regards,CHW

Dear *** ***,Per the terms of the policy, as of today 9/13/CHW will place a request to have your policy cancelled Once this request has been placed, please allow 24-hours for the policy to be cancelled and then allow the refund to be placed onto the credit card that was used for purchase, another 7-business days However, we have placed the request and we do like to follow up to ensure that you do in fact want to cancel but there are notations not to contact you, and to just cancel per terms stated in Section L.Thank you,CHW

Complaint: ***
I am rejecting this response because: it is completely out of my control what the unit did I purchased the home warranty to ensure that I was covered for these types of events, however the warranty has not covered anything There are two other claims that were opened under my contract where nothing has been covered As a matter of fact, I am still awaiting after two weeks a decision on the washing machine pump that has now been broke for a month The home warranty that was purchased is not worth, nor works in the manner that it was described by your sales people Your customer service reps are rude and make trying to handle business impossible The least you could do is refund the money paid and we won't have to do business together again
Regards,
*** ***

Dear *** ***,Thank you for providing that information to us, I have reviewed the policy and I do see that there was an error and you are owed an additional $48.34, which I have requested to be placed back onto the credit card that you used to sign up with us. This error was because the second policy began in the middle of a month but the policy should have only been charged for the amount that you had it for and that was months You were charged for and that is our error, we have placed the $back as of today, 1/23/We do apologize for the error and thank you for advising us.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 was shot, the valves were not pumping, and the TXV was rusted, as well as the capacitor was weak and rusted These failures occurred from a lack of proper routine maitenanance 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 requested to cancel due to your dissatisfaction You spoke with our Customer Solutions Specialist who offered you a full refund of what you paid for the policy You declined this offer.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 there was internal failure in the compressor This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor This failure occurred from 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 show that the unit was properly and routinely maintained, we would adjust the claim accordingly. 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: First, they APPROVED the work by technicians and never even found a technician for me UNTIL I already had one! Not once was I told the technician was too high and that I MUST use there technicianIt would have been ten days waiting if I had used theirs!!! My house cold have burned down waiting for them! BEFORE technician did work while on phone with authorization CHW could have stated that I would NOT be paid the difference and offered to have me wait for "THEIR" technician but they did not do thatEach rep I talked to said it was Okay to use my own under the circumstances! And the billing per mon is and I only used TWO MONTHS = I PAID and want the difference back!! It is $164.34! AND how can they pay me for a claim and THEN TAKE IT BACK just because I do not ever want to use them again!!!! They cannot take the $that they think the service is worth and then take it back!!
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 *** CHW received a claim on 8/30/and was able to assign the claim on the same dayHowever, it appeared that you needed to have the services before the technician was able to get to youCHW does offer reimbursement services and the forms were sent to youCHW does cover reimbursement fees at the CHW ratesHowever, the claim in question was not covered based on the diagnosis that was received from the technician that the coil is leaking and the unit was missing approximately pounds of FreonThis is covered under the manufacturer’s warrantySection Letter F, Number states, “We are not responsible for any repair, replacement, installation, or modification of any covered system or appliance arising from a manufacturer’s recall or defect of said covered items, nor any covered item while still under an existing manufacturer’s, distributor’s, or in-home warranty”. CHW does cover claims, however, it needs to be in accordance with the policy that is provided We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Records indicate that you have contacted CHW to make them aware that the issue has now been successfully resolved and you are in receipt of your fundsPlease call customer service at *** if you have any questionsRegards, 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, we do see that the evaporator blower motor had failed, the unit had rust and corrosion on the coils and the condenser coils were dirtyThis causes restriction to the system and therefore failedAlso, per our policy, all units must enter the policy in proper working order, this policy began on 3/26/and you placed the claim with us on 4/28/This failure could not have happened within the timeframe of less than a monthPlease see Section ACoverage #Also, Section FLimitations of Liability #You chose to cancel your policy leaving CHW no options to assist with this claimWe 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: Attached is the *** washing machine picture with the Power Switch and controls 'On' with Green lightsAs an engineer , I understand that a Power Surge will destroy the entire washing machineHowever, I have a fully functional washing machine where the 'Drum' is not spinningWater enters the washing machine when switched on so this cannot be a 'Power Surge' problem as stated by Choice Home WarrantyTo restate my complaint, the first time , Choice said that is was a 'Mold' problem which was totally unexpected as there was absolutely not Mold or smell in the washing machine - the second time they came with the Power Surge excuse.Since the New Jersey Board of Consumer Affairs has won a legal suit against Choice Home Warranty for denying claims , I will also be submitted my information on this claim to the New Jersey Board.regards,***
Regards,
* ***

Complaint: ***
I am rejecting this response because: The technician has never received the $Do they have a copy of cancelled check? Technician: *** *** - *** *** *** ###-###-####
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
Please check the date that the final payment ,of was madeMy card was stolen and I was issued a new oneUpon receiving call from CHW I provided my new card info and final payment was madeI've been lied to and given various responses each time called thereafterFinally was told it should had been sent and it was an error it had not I was assured that day I should receive within seven business days and now told againRIDICULOUS business practiceCheck the time of each call and please pull any recordings of ALL the different lies and statements I've been givenI can also provide my bank statement with the final payment and wait to see the next excuseUnethical business practice of which I feel my hard earned money has been scammed from meAt the end of the day I am over months without a microwave from service I have PAID IN FULL
Regards,
*** ***

Complaint: ***
I am rejecting this response because: Revdex.com IS DOING NOTHING ABOUT THIS COMPANYTHE TECH CAME OUT ON 07/28/AND WANTED ME TO PAY $FOR A LEAK TESTI A/C WAS SERVICED ON 08/14/2016, NOT EVEN A YEAR AGOIF THERE WAS LOW FREON IT LOW THE TECH ON 08/14/2016, SHOULD HAVE BROUGHT THAT UP AND FIXED ITTHE TECH LEFT NO PAPERWORK SO I DO NOT KNOW WHAT HE DIDI AM NOT PAYING CHOICE ONE DIME I WANT MY A/C FIXED THE DEADLINE IS 07/05/I GOING TO CONTACT THE NEWS STATION INVESTIGATION LINE, LET THEM EXPOSE THIS SCAMDO YOUR JOB Revdex.com.
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 water heater you had was leaking and needed to be replacedPer our policy section D#states that we do not cover the actual tanks We did however provide you with a goodwill gesture of $which you did accept from us.We do regret your frustration however; CHW is in full compliance of our terms and conditions of the 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/useragreementA review of the claim shows that it was processed according to the policy. Based on the diagnosis that we received, it stated that out of the 10lbs of Freon your unit can hold, your system only had 6lbs. 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 testOur SrClaims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel as you were not satisfied with the outcomeYou spoke to our Customer Solutions Specialist who offered to pay for the leak test, as a goodwill gesture. You declined this offer as you insisted on cancelling your policyAs you per your request Choice Home Warranty has cancelled your policy as of April 19, Unfortunately we are unable to assist as you as this policy is no longer activeWe do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear *** *** ***, Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very
seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on our web site at *** We do see that you have resolved this with CHW and they have provided you with a CAP of $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 www.choicehomewarranty.com/useragreement. We do understand that the amount that was provided to you of $will not cover the entire unit however, our policy does state in Section FLimitations of Liability #CHW is providing you with the amount of the repair Please see Section below:“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.”We have already authorized the check and you should be receiving this within days. CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

*** ***We do see that the status of your account is current and we do see that the check is being processed We do see that it will be mailed out of our office within the week.Thank you,CHW