Bass Services, Inc.

I am rejecting this response because:
Per the last conversation I had with the supervisor, account is on holdI expressed that I didn't want the money if all they could send was such a ridiculous amount and expect me to actually buy a refrigerator with $389! They offered to let me out of contract and that is when I said that I wanted to check into things and not make a decisionThat is the first time anyone said anything about a binding contract or auto debits out of my accountI never approved of eitherBeing dealt with like this is like being slapped and then being told you had the right.I just want a just amount to buy a fridge!

Complaint: ***
I am rejecting this response because: The last working date of 3/was entered in errorIt was a typo from a management company who has several properties and confused I have explained this to CHW several timesPlease read all the notes of the claim.In addition to that date being a typo- the pool was diagnosed as "working" by the contractor that CHW sent out on 4/To which the contractor has emailed in a statement.We have two options here: 1) Admit that your contractor lied/ or misdiagnosed my pool on 4/and accept responsibility for the repair that was caused by an incorrect diagnosis or;2) Accept your contractors diagnosis that the pump was working on 4/and honor the warranty that I am paying for
Regards,
*** ***

Complaint: ***
I am rejecting this response because: As I have stated numerous times to CHW, the filter was only confirmed as clogged/not working on July 11, by a technician that I hired to conduct the preventative maintenance on my unit, per my warranty requirements. The technicians that CHW sent out to my home in the months prior to July never did a visual observation on my filtersI understand that CHW and their technicians are not responsible for CHANGING the air filters (which I am not complaining about) but they DID NOT even examine the filters to confirms that they had not been changed or that there was a problem with them that could have put undue strain on the compressor, to cause it to fail. There is only professional concurrence, by an HVAC company not even hired by CHW, for filter failure for a brief time on July I was having AC unit problems going back to April 2016, so CHW CANNOT argue that they are not responsible for my AC failure and now my subsequent replacement because of a faulty air filter for hours on July The refrigerant leak back in April put strain on my unitAt the time of the 2nd failure in June 2016, I had begun running my AC on a consistent, daily basisThis unit is years old, so I absolutely believe that there has been wear and tear on my AC system since I took possession of this home end of August 2015. There should not be any question about my warranty coverage, because a confirmed clogged filter for less than hours on day will not cause compressor failure. The AC unit is years and is showing its age. If this cannot be resolved to my satisfaction, I am absolutely pursuing legal action for breach of contractI have maintained my unit to the best of my ability but since it's years old (a very good age for any unit), this is not my responsibility
Regards,
Siobhan ***

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 indicates that the claim should not be covered in accordance with the policy, section Letter F, Number in which rust and corrosion are not coveredThe evaporator coils were leaking and showed rust and corrosionHowever, based on CHW wanting to assist you, there was an agreement initially made where they would allow you to use their discount to purchase the itemsThe $1,charge was charged on 9/and was voided on 9/If at this time, you don’t have the $1,you will need to contact your bank directly as CHW never received the funds, but instead it was pending and has been released 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, we do see that you have a tankless system in which CHW does not cover We also confirmed with the technician from *** *** that the unit failed due to the gas valve and cleaning of the unit Per Section DCoverage, CHW does not cover failures due to valvesAlso, per section FLimitations of Liability #states that we do not cover failures due to a lack of proper routine maintenance. We do see that you were provided with a goodwill gesture that you accepted in the amount of $towards this claim.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/useragreement. Upon review of your policy, you purchased the policy on 11/15/16, you were provided days for review of the terms and conditions Before the day period is up, if you do not agree with the terms and conditions of the policy, we will issue you a refund for the paid amount However you chose to keep the policy active and therefore it is understood that you have agreed to the terms of the policyThe policy began on 12/15/and you soon after placed a claim for your oven stating that the control panel was not working The failure seemed to be a pre-existing failure since the policy had just begun and offered you a goodwill gesture which you declined You requested that CHW send you a second opinion which is something that the customer should provide to us Regardless, CHW did offer you a goodwill gesture in the amount of $which you did accept however you did not pay the remainder of your balance for the policy; therefore you would not be able to receive the funds.Your policy was supposed to have monthly payments in the amount of $for the total of $ You made one payment on 11/15/and did not make any others leaving a past due balance in the amount of $ If a policy is past due, we are unable to provide the check Our systems will not allow a check to automatically be dispensed without proper payment for the policy Once you make the payment for the past due balance, the check will be released and the policy will then be placed back into active, as stated it is in past due balanceIf you do not wish to accept the goodwill offer and requested to cancel with the amount that you had already paid, you would receive a pro-rated refund of $because of Section LCancellations We are not able to provide you with a full refund of the policy as stated above, a full refund is only before the policy begins. We do regret your frustration however CHW is in full compliance with our 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 unit was low on Freon and the evaporator coils were rusted and corroded In addition to that, we received pictures that showed clogged coils, dirt, debris, and dents All of these issues 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 in agreeance We strive to provide the best customer experience, therefore, we advised you to provide your proper routine maintenance records You agreed to this. We received your paperwork, however, the invoice we received only confirmed that your unit was not properly maintained The outcome of this claim stands.As a goodwill gesture, CHW will offer you $to assist you with the non-covered claim and a onetime free service call fee for your next claim.To accept this offer, please find attached release agreementKindly sign, notarize, and return the documents to the attention of “Consumer Advocates” and also include your policy number You can return the document by email, fax, or mail Please note faxing does take hours to upload into our system The fax number email and mailing address are listed below.Email to: [email protected] to: ###-###-####Mail to: *** *** *** *** *** *** *** *** ** ***We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

*** ***,I do apologize, we do not “wire” money to our customers’ we do however send out checks and the check was authorized to you on 2/3/once we received the proof of repair of the unit Our checks do take business days to process We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy.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 from shows that it was processed according to the policy Based on the diagnosis that we received, it stated that corroded evaporator coil caused the unit to leak out Freon 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 declined this offer. Due to your dissatisfaction, CHW will still offer the $towards the repair To accept this offer 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 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 on the compressor which was caused by excess overheating of the compressor 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...”If you would like to further dispute this claim, you can send your proper routine maintenance records to [email protected] for review After your records have been reviewed, if necessary, we would adjust the outcome of the claim accordingly, based on our policy. CHW does not condone any rude or condescending behavior as we strive to improve our customer service We appreciate your feedback and have taken this information to the Director of Quality Assurance who will look further into this matterWe 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: The company is basing this information on a technicality that could be easily disputed with a law suite. The "leak" was NOT by any means CLEARLY visible; only visible to a PROFESSIONAL who has the skills beyond BASIC knowledge that we have to identify such a leak! The message/response is so disturbingly GENERIC (I'm sure because they Have an overwhelming amount of complaints that they have created a "template" to respond to all complaints with) that it is unacceptable. We had no choice but to replace the unit so I will be sure to spread this incident with ALL through social media including but not limited to family, friends, coworkers, and the 500+ *** friends. Please cancel my contract IMMEDIATELY and DO NOT I REPEAT DO NOT EVER CONTACT ME FOR A RENEWAL!!!!! Now I question the integrity of both technician and company. Do you have a side deal together to make money off of naïve hard working families?
I was not asking for something for free - we paid for their plan in full. We even LOST the $we paid to have someone fix the issue that was not fixed!!!! If you were not going to replace the unit you could at least FIXED the damn thing!!!!!!!! After reading all of the Revdex.com complaints about Choice Home Warranty - I CLEARLY SEE I WAS JUST ANOTHER VICTIM!!!! I even read about a law suite against the company that described my exact situation!! The company needs to get a conscience and stop ripping people off. Ethics is important in maintaining a strong POSITIVE business reputation
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 processIf you continue to receive
solicitations, please forward the email or phone number to us at *** so we could revisit the issue Regards, CHW

Complaint: ***
I am rejecting this response because: The response is not accurate Just today, I had another conversation with Choice - and their latest response was that they were told by repairman that something was dropped on the stove top and it was not "wear and tear" - their second excuse I told the repairman that a year ago, I dropped a salt and pepper shaker on the top and it cracked the glass - and that the unit is hard to repair Their main issue that components have failed is not substantiated - the repairman never opened up the unit - so hard to imagine he knew that parts were in need of replacement - their denial of claim is based on this - which is flawed - their repair man was not qualified to diagnose such a complicated unit and just assumed all parts associated with burner function needed to be replaced Not true. Dealing with CHS has been frustrating as they changed their story from yesterday to today I also filed a complaint with the NJ department of consumer affairs At a minimum, they should be offering me a refund of my policy - and cancel my coverage They should not be in business.
Regards,
*** ***

Dear *** *** ,Upon review of the policy, we do see that CHW has cancelled the policy for you and you did receive a pro-rated refund per the terms and conditions of the policy as stated in Section LCancellations. The refund has gone back onto the credit card that you used to sign up with CHW in the amount of $1658.32.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 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 policy, we do see that you placed a claim for your Refrigerator the same day that the policy did beginThis would make the issue a non-covered claim due to the fact that it did not come into the policy in proper working order as stated in Section ACoverage #
We do understand that you paid *** *** for a repair however per our policy Section FLimitations of Liability #states that CHW is not responsible for the techs negligence
Although CHW is not responsible for this issue, we are willing to provide you with a full refund of the paid policyPlease contact our customer service department and they will provide you with a release agreement that we do need for you to sign in order to process a full refund of $for you
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. 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 condenser coil was dirty and the unit was missing 2lbs of Freon This 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 in agreeance If you would like to further dispute this claim, you can send your proper routine maintenance records to [email protected] for review If the records show that the system was properly and routinely maintained, we would adjust the outcome of the claim accordingly You also have the option of getting a second opinion at your own expense If you choose to take this route, please submit the detailed diagnosis invoice to [email protected] for review.If you would like to cancel your policy and/or inquire about a refund, please contact our Customer Solutions Department 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 *** ***We regret to hear your frustration. We reviewed your policy and see that the claim you placed for your air conditioning unit in May was not covered due to the compressor having pre-existing issues before your policy coverage start date Due to your dissatisfaction, we
offered you $towards the non-covered claim as a goodwill gesture You accepted the offer and cashed the check on June 20, 2017. A review of the most recent claim shows that it was processed according to the policy Based on the diagnosis that we received, it stated that the unit was low on Freon. In order to move forward with the claim, you must provide “proof of repair”, an invoice showing that you have replaced the compressor Please submit your paid invoice to [email protected] for review Once we have reviewed and uploaded your paperwork, will move forward with the claim accordingly We regret to hear about your wish to cancel If you would like to move forward with cancelling your policy, 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 *** A review of the claims that was placed on your account was done and they were all handled according to your policyThere were two claims that was placed in which there were funds provided to assist with a new purchasedThis was the dishwasher claim on 5/16/and the water heater claim on 11/7/The diagnosis received for the dishwasher was that the hose connection was broken and the inlet valve was bad on the frame and couldn’t be repairedYou were provided with a dishwasherSection Letter F, Number states, “We have the sole right to determine whether a covered system or appliance will be repaired or replacedWe are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or colorWe are not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governments” Upon reviewing the claim for the water heater, it was also processed properlyThe issue with the water heater was the wiring harness and it is not economical to repair this failureSection Letter F, Number of the policy states, “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”You were offered $towards the purchase of a new unitIt takes days to process any reimbursements or other funds that will be received by CHW as it needs to go through the internal accounting procedureAs such, please allow days to receive the fundsPlease feel free to 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 *** ***,We regret to hear your frustration.Due to you disagreeing with our diagnosis, we advised you that you were entitled to get a second opinion at your expense. Please understand that getting a second opinion would mean that your technician would give us a call with their
diagnosis before proceeding with any repair. In this case, your technician made the repair without consulting us. Our policy states in Section Letter C, Number that CHW “…will not reimburse for services performed without prior approval...”However as a goodwill gesture, CHW will honor the reimbursement in the amount of $185.00.To accept this offer, please contact us directly at ###-###-#### Monday-Friday 9am to 6pm EST.Please note, that in order to move forward with any processing on your claims, you must bring your policy up to date by making a payment. Regards,CHW

Dear *** *** We regret to hear your frustration 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 your unit was properly and routinely maintained, we would adjust the outcome of the claim accordingly. Regards,CHW