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 our web site at http:***Upon review of your claim, we see that the technician found a crack in the face place of the heat exchanger and the heat exchanger needed to be replacedThe unit was not leaking as the damage was not into the combustion chamber The air filter was missing when the technician arrived The crack caused minor air loss and poses no effects on the operation However, this is an issue caused by a lack of proper routine maintenance It was stated that if the system was properly maintained per the manufactures specifications, this would have been found Our policy states in Section FLimitations of Liability #that we are not able to cover failures that are cause by a lack of proper routine maintenance.Please note Section ACoverage states that CHW is not is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.If you have proof of maintenance, please send this information to *** Once you have submitted the records, we will be able to review the claim again.CHW does 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 *** Upon review of your claim it appears that your claim was processed in accordance to the policyAs outlined in section Letter F, Number 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 replacementCHW doesn’t require that maintenance records are submitted, however, customers are invited to provide the maintenance records that are done in accordance with the specifications of the manufacturer’s manual to have claims reviewed in hopes of a more favorable outcomeAt this time, your policy with CHW is no longer active so there can be nothing more done with the claimsAt your request the policy was canceled in accordance to section Letter L, Number A cancellation email has been sent We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy. Regards,CHW

Dear *** ***Please be advised that “soldering joints” does not occur from wear and tear, therefore the outcome of the claim remains uncovered.Due to your dissatisfaction, we have applied a onetime free service call fee onto your policy. This can be used on your next claim. Regards,CHW

CHW is attempting to work with you regarding the authorizationThe document would need to be notarizedBanking institutions provide free notary services. Regards, CHW

Complaint: ***
I am rejecting this response because: I am a professional HVAC Trane Technician I am very well aware of what it takes to maintain a condensing unit I would like to ask the technician making the decision on the excessive heat of this unit if it could happen due to bearings which I have no control of based on an hermetically sealed compressor Also the unit is years old Which I would also like to ask the technician making the decision if he sees many unit making it years and especially poorly maintained units And I'm not sure the compressor was grounded or if the windings were just open
Regards,
*** ***

Complaint: ***
I am rejecting this response because:A $good will gesture isn't nothing compared to a $bill to fix my ACI will not even cash the check and haven't got it yetChoice Home Warranty is a rip off companyI want my story to stay on line and will talk to mediaThanks you
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 for your dishwasher, the claim was placed days after the policy began, The technician that was at your home on 4/27/advised us that the door gasket was damaged and leaking, the element failed due to this however it was not electrically shorted The second technician that came to your home on 5/4/stated that the main control board was not sending enough power to the heater The heat has to no continuity, the mother board needed to be replacedThere were multiple failures on the unit in which showed that this unit did not enter the policy in proper working orderPer our policy, Section ACoverage #states that all units must be in proper working order for the start date of the policy The unit failing only days into the policy does not show that this unit was in proper working order.As a goodwill gesture, CHW offered to provide you with half of the cost of the repair which you declined and chose to cancel the policy. CHW does regret your frustration with this claim however we are in compliance with the terms and conditions of our policy.Regards,CHW

Dear *** *** ***We do regret your frustration and since your dryer claim is more than a month old, we would ask that you place a new claim in However, you will not have to pay the service call fee as we have added a free one to your policy for you in the amount of $45.00.Thank you,CHW

Dear *** *** We regret to hear your frustration. Please understand our policy where it states in Section Letter F, Number 19, that “We are not liable for the negligence or other conduct of the Service Provider.” This means that if a technician causes any damages or negligence, the technician is responsible, not Choice Home WarrantyPlease note, that all of our technicians are licensed and insured, therefore, if there were any damages caused by the technician you can contact them directly at ###-###-#### to resolve the matter. At this time, we are unable to assist on this claim as your policy has been cancelledRegards, CHW

[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,
*** ***

Dear *** ***,We regret to hear your frustration. Please note that your policy has been cancelled as of 8/11/and your refund of $has been refunded to your credit card. Regards,CHW

I am very sorry for your frustration and I do see that this is the second claim that you have had with our company but our policy is very clear and although you may not have had any issues with the unit, you must have had to have it maintenanced as the manufacture states All units that are covered under our policy should be maintained by the manufactures specifications; if not then the unit will not be covered by our policy As you stated in your comments that the unit is rusted; the technician also advised that this was the reason of the failure Please read our policy as we do state that we will not cover a unit if the failure is due to rust, corrosion or a lack of proper maintenance I do apologize but you have chosen to cancel your policy, therefore not allowing me to assist you with this claim.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. In regards to your ice-maker, please understand that we cover the major mechanical components that allow your system to run The ice-maker is not a major mechanical component of your unit, therefore it is not part of our inclusions We regret to hear your wishes to cancel your policy Please understand that you are not entitled to a full per our policy Section Letter L of Cancellations: This 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 wish to cancel your policy, 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. After re-reviewing this claim, we have determined that this is a covered claim We have contacted the technician and have authorized funds for the repair Once the technician receives the parts, you will be
contacted to schedule an appointment. If you have any further questions or concerns, feel to contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm EST. We value your business, therefore we have added a onetime free service call fee for your next claim.Regards,CHW

Complaint: ***
I am rejecting this response because:
You can see that in the complaints I filed, have one thing in common, your company refused itEven in the first complaint you refused initially saying that it was a pre-existing condition and you will not cover itOnly after calling you a number of times you said you will cover the labour partI dont know how much you paid, I have the Technician number, I can ask him how much you paidBut if you are saying that you paid, I have no knowledge about itI know that I paid for the new unit.The Dish-washer complaint, I spoke to your people on the phone and on phone you said that you dont cover it, So I told them on the phone itself to cancel the service request.This time my complaint was never that it is not cooling, I said that some rooms get freezing cold and others stay hotYou guys made me do an expensive leak test for nothing, I think only because you did not want to pay for the freonYour technician himself said that the coil is in very good condition and even if he were to put a new coil, it will look like this in a month's timeBecause there is freezing water running through it.And as I said, I bought the insurance from other company, and there was just a setting that they needed to adjust, and it works fine now.I am so glad I will not have to deal with you guys anymore as you have been nothing but a disappointment from the very first dayYou have deceptive business practices and always try to get out of repairing itThe other company that I am with right now and have been for years, have paid in the past, compressor of AC which costs $600, they never said it was old or pre-existing or any excuse and even now they said if there is an issue with coil, they will replace it, it is the same coil for them too, why they are not saying its rusted/corroded so they will not cover itEven last year at the time of my 2nd complaint, when you refused saying the new unit was not installed properly, so you will not cover it, I asked to cancel my contract, and you guys said only amount I will get back is $40, huh
Regards,
*** ***

*** ***,We do understand your frustration however this claim is covered per the terms of our policy as secondary damages If you would like to cancel the policy, please contact our cancellation team and they will provide you with the amount that you would receive per section L in the policy.Please contact us at ###-###-####, if you would like to cancel or you can send a letter to our team at *** *** *** *** **., Edison NJ 08867.Thank you,CHW

[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,
*** ***

*** ***,On 12/9/16, we have it documented that you did accept this offer Please understand that this is not for a new oven as the part was no longer available and CHW is not offering to provide a new oven, we are offering per our policy to provide you with the cost of parts plus laborPlease see Section F#9.We do show that you accepted this and that it has been mailed outWe do apologize for any frustration however since this was agreed to on that date, we cannot take the check back and we would not provide you with an oven.As a goodwill gesture, we will be happy to provide you with a onetime free service call fee and do look forward to assisting you on future claims.Thank you,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.phpAll of our information was sent to you upon your start date as wellYou did receive a hard copy and an email with the policy’s terms and conditions.Upon review of your claim for your Air Conditioning system that you placed on 7/10/15, the technician explained to our inside technicians that the unit was low on Freon and after doing a leak test, it was shown that the evaporator coil was leaking due to rust and corrosion.Per our policy, 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.Therefore the claim cannot be covered due to the failures that the technician stated the unit had that we do not cover.We do apologize for any frustration that this claim has caused you, we always urge our customer to read over the policy as it is always as said above available online for anyone to view. Regards,CHW

Complaint: ***
I am rejecting this response because: the business stated themselves that they covered the working appliance and that there were no KNOWN problems at the time, but they refused to honor that agreementThey are liars and criminals
Regards,
*** ***