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 claim shows that it was handled in accordance to the policyYour coverage was effective on 2/9/17, you placed a claim for your sump pump on 2/13/It was determined that the failure that occurred with the sump pump isn’t something that would have occurred in days of coverageSection Letter F, Number of the policy indicates that CHW is not responsible for repairs related to known or unknown preexisting conditions 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: I had to call the next day and Sam cancelled my account, I paid for a service and never received honest help, if I call CHW and ask my options then I excoect honesty by reps, I don't carry my policy in my pocket I need every month I paid refunded and the $deductible I paid because I was giveinformation by CHW
Regards,
*** ***

Complaint: ***
I am rejecting this response because:This is a total ripoffI have even filed a complaint with the Attorney General of Florida and New Jersey regarding this.Please explain things:1) Your policy states all Cancellations need to submitted in writingDid I do that? Also, when I got the Cancellation email from your side, I immediately replied back asking to reinstate itI even have proof of that.2) If your Sales agent clearly explains the Cancellation policy to anyone, will anybody buy a multi-year policy? If the Cancellation policy was explained properly, everyone will buy only a yearly one since there is no way for you to recuperate the costs since the customer paid only for that specific yearIts blatant CON you are playing on multi-year customers like us. Regards,
*** ***

Dear *** ***We do apologize for the inconvenience this may have caused you. We have contacted our IT department to remove your information from our do not call or email list. Please allow one week your information to process. If you continue to receive solicitations,
please forward the email to us at [email protected], so we could revisit the issue. Regards,CHW

Dear Mr*** ***,Upon signing up with CHW, we provide you days prior to the start date to ensure that all units are in proper working orderThis time is for you to also review the policy that was emailed to you, mailed to you and that you can sign onto the customer portal to review If you could or did not see any of the above, our policy is located online for anyone to view.Our policy states that Tanks themselves are not coveredIf the tank itself has to be removed and replaced, we do not cover themThe tank is a holding mechanism that holds water; there is no mechanical function for this part CHW will only cover the heating elements that heat up the system.We do understand your frustration however upon review of this claim; we do see that you have accepted a goodwill gesture towards this claim in the amount of $paid directly to you and $that was paid to the technician.We thank you for your feedback and we are happy that we were able to assist you with this non-covered claim.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 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…”Please note that you purchased your policy on June 27, 2017, which became effective on July 27, (as it states in Section B of Coverage Period “…Coverage starts days after acceptance of application...”) You stated the last time your unit was working properly was August 4, Please understand that it takes time for the compressor to short to ground, and would not have failed in the short lifespan of your policy. Our policy states in Section Letter A., Number 3, CHW requires all units to be “in proper working order on the effective date of this home warranty contract…”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel due to your dissatisfaction If you would like to process your cancellation, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM.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 ***
In reference to your Air Conditioning System claim, it was determined that the failure was due to rust and corrosionPer our policy Section FLimitations of Liability #states that we do not cover failures due to rust or corrosion
In reference to the Pool claim that you placed, it was stated by the technician that the failures were due to storm damagePer our policy Section FLimitations of Liability #states that we do not cover failures due to storms
We do regret that you are frustrated with this claim however CHW is in full compliance with the terms and conditions of our policy
Regards,
CHW

Complaint: ***
I am rejecting this response because: We had the unit serviced by choice home warranty in April so why weren't we informed then of the issue. Plus my complaint is also with the supervisor that was so very disrespectful, yelling, and trying to talk over me when I was talking. I believe I would have not been so inclined to report this to the Revdex.com if not for the irate employee/supervisor. I work in customer service and there are times when customers are upset but you need to be patient and respectful even when issues arise that are out of your control. It is very sad to think our future is full of cold people that you basically have hired to help you
Regards,
*** ***

Complaint: ***
I am rejecting this response because: First of all thanks for all your efforts in helping us with this claimI cannot accept this offer because the folks at Choice Home Warranty fail to understand that our Cooktop is multifunctionalIt included an exhaust systemThere is no way for us to replace a cooktop, buy an exhaust and have both installed for $We would have to add over $out of Pocket which we should not for something that is under warrantyWe have done all the homework on our end and the absolute best price we can find locally with install is about $Normally the unit sells for $and install is $but we have found a company that will sell us a floor model for lessThe name if the company is *** *** They can be reached ###-###-####Our sales reps name is ***When making further decisions please keep in mind that we filed our claim over weeks agoWe are without a functional cooktopWe have spent hours on the phone and are beyond frustratedThe company needs to do further purchasing research and make a better offer or pay for a technician to come out and fix the issues with a guarantee on the work performedWe will not settle for less as wePurchased a warranty! If you can do this on your end then please do so, but do not go on to tell me that your will not gurantee the work of your technicians but discontinueing the policy on this applianceWe have done all the homework on our end the absolute best price we can get on this cooktop locally is about $which includes $for laborThey company has a floormodel which they are willing to discount, otherwise the unit costs $with $laborThis is the least expensive opton on our endIf we accept your offer we have to pay $out of pocket which we do not have nor were we expecting to pay for an appliance that is under warrantyThe merchant infor is below;*** ***###-###-####our contact is ***
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 *** Upon review of your claim we do see that we have authorized the check in the amount of $and our company, our checks take business days and we see that the check has been sent out to you It left our company on 4/8/ You should be receiving it shortly. 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 policy we do see that the policy began with us on 2/8/and we do see that you placed a claim for your heating system on 2/8/16, you stated that the last time the unit was working was on 2/1/this was before the policy began We agreed to send a technician out to the home but the failure that was found was something that CHW could not approve since the failure happened prior to the coverage date As stated in Section ACoverage #states, all units must come into the policy in proper working order We also state in Section FThe 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 do see that you have cancelled your policy and that you did receive a full refund of $back to your credit card that you used to sign up with us with.We do regret your frustration however, CHW is in full compliance with out policy.Best regards,CHW

I am rejecting this response because: At the point of sale there is no mention of any "age" of the appliance effecting the replacement value of the unitThe amount that CHW has paid on other claims for other appliances has no bearing on this issueThe fact remains of how the "buy out" is never mentioned at the point of sale, in fact they make a big point on how any covered appliance will be replaced if it can not be repaired and they even make the point that they do not inspect or care the age of the appliance in there commercialsHowever, now it seems that age is a factorThe point being that the stove may be years old but it has only been used for two years does not seem to be a factorI'm still curious as to there "wholesale guide" that is used to determine the number of $590, where is this info coming fromThe stove is a top of the line model for KitchenAid and as I stated in the original claim, their buy out is not even a quarter of the replacement cost

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 was leaking Freon due to the evaporator coil being severely rusted and corroded 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 with the outcome We strive to provide the best customer experience, therefore as a goodwill gesture we resubmitted your claim for review We received an update from the technician who stated that he added a stop leak to the system, which stopped the leak, however based on the pressure reading, there was restriction in the thermal expansion valve Per our policy, Section D, Number 4, “…thermal expansion valves” are not coveredWe do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear *** ***We do apologize for the inconvenience this may have caused you. We have contacted our IT department to remove your information from our do not call or email list. Please allow one week your information to process. If you continue to receive solicitations,
please forward the email to us at [email protected], so we could revisit the issue. 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 We do apologize that this has taken so long for your unit to be fixed, this is not the time that it would take for CHW to have a technician repair a unit for our customer. Upon review of your policy that started on 05/26/15, I do see that you have placed a claim for your Air Conditioning unit on the same day as your policy started 5/26/ Per our policy, we state that your unit must come into the policy in proper working order We do not cover any known or unknown pre-existing conditionsYou are given days to have every item in your home properly inspected and are supposed to have your unit maintained per the manufactures specifications Please see Section ACoverageAre 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.FLIMITATIONS OF LIABILITYThe 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 conditionsWe are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressureWe 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 understand that this is frustrating and we are very sorry but being that you placed a claim the first day of the policy; even though you did have a policy with us and canceled it at a different time, this is not a covered claim You ended your other policy prematurely on 04/09/and then signed back up with us a month later Your policy is still new and all items would have to be in proper working order There would not be any possible way that the unit could have failed the same day that the policy started We do agree that you may not have known but again this is an exclusion to our policy being that it is an unknown failure that happened before the policy began.I do apologize and per your email, that I had received I did notify the VP of Operations about the employees that were rude to you CHW does not condone that behavior, they have been spoken to I personally have pulled the calls that you advised me about and went over them with the reps.We do appreciate your feedback as this does help us with our customer service and service providers.Best regards, Tracy M CHW Consumer Advocate

Dear *** ***We regret to hear your frustration, however, we were in full compliance with the terms and conditions of our policy. Please refer to Section Letter A, Number 3, of our policy where it states that our policy is not a “…warranty…”Choice Home Warranty covers mechanical failures due to wear and tear, in which 85% of our customer’s claims are covered In this instance, your failure falls under our exclusions Please understand that the water tank does not serve a mechanical function as it is the holding cell/storage tank for the water The outcome of this claim stands. Once again, if you would like to cancel the policy with us, we ask that you refer to Section L Cancellations in our policy to cancel per the terms.Regards, CHW

Complaint: ***
I am rejecting this response because: Information from choice home warranty is not accurateIn see attachments from contractor clearly showing equipment is clean in an excellent conditionAny contact to *** *** *** *** will confirm what I have statedThey have told me twice by phone that choice home warranty falsifies information given to them. You can see by the pictures that the equipment has been very well maintainedPlease call *** *** and heating at *** and ask for ***
Regards,
*** ***

Complaint: ***
I am rejecting this response because:The microwave was operative when entering in the policy and stopped working when communicated to the insurance as a claimAlleging it is was damage before the signing up the policy is inappropriateItems are operative until they are not, no body can plan when things are going to have a failure. To avoid this type of back and forth company should conduct a inspection before signing up otherwise everything it is going to be presume existing according to this non sense allegation. this is a SCAM, I am glad I cancel it, this policy and company are thieves, they will do anything not to cover any repairs
Regards,
*** ***

Dear *** ***, As stated previously, we issued you goodwill funds in the amount of $to assist you on the non-covered claim The check was mailed and we have confirmation that you have cashed the check This matter has been resolved as of June 30, 2017. 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 policy it appears that you were erroneously charged the $Administrative FeePlease accept the more sincere apologies of CHWThis will be refunded to your card We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW