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 *** Upon review of your claim it appears that there was a mutual agreement that was met that resulted in a goodwill payment of $Per your request the policy was then canceled in accordance with the agreement We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear *** ***,CHW does not cover any failures that are caused by fire; we do not cover the unit if the wires caught fire or any type of fireWe are very sorry if this was misinterpreted but our policy is not speaking about a house fireAny type of fire that happens in a home with a unit is not something that is covered.Thank you,CHW

Complaint: ***
I am rejecting this response because:It is clear that the response relies on records of a "history of maintenance". Choice Home Warranty is specifically forbidden to demand such information or proofs by the terms of the settlement with the New Jersey Attorney General in the recorded agreement of June 15, 2015.In the photographs taken by the technician the only "poor" conditions evident are rust from exposure to the exterior elements over yearsThis system is outside the residence, and was designed to be so. The system in question was installed in 1988. The term "windings" is a veiled and misleading reference to nonexistent elementsThe assertion of predictability of failure is irrelevant; system failure is what the warranty policy is engaged to deal with,and such failure is promised by the business. I refer you to the extensive advertising which aggressively assures that "You will never have to pay for expensive replacements" againAgain this is addressed by the June 13, settlement which directs attention to this promotional tacticI have copies of such email advertisements if they are desiredThese are available on the business web site as well.Further, Choice Home Warranty is required to provide reasons for a denial in writing as required in the settlement.. That document has still not appeared, as of May 11, 2016, since the verbal denial on 6/24/2016.I did not cancel the policy for the reasons stated (refusal to provide records of prior maintenance). I cancelled because they did not answer the questions asked, after giving them more than adequate time to do so The cancellation was on May 4, 2016.
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 for your refrigerator it appears it has been processed in accordance with the terms of the policyThere appeared to have been a struggle in locating a technician in the area to handle the issue with the repairThe claim was placed on 7/and a technician was assigned on 7/The technician didn’t come as scheduledCHW did advise of the reimbursement policy and it was declinedOnce the technician diagnosed the claim it was determined that the compressor is not pumping Freon and the compressor needed to be replacedAs the policy was effective on July 8, this is something that would take time that would occur and wouldn’t occur in such a short span of the policyIn accordance with the policy section Letter F, Number known or unknown preexisting conditions are not coveredIn an interest of customer service and because you are a valued customer, CHW offered to assist with the repairs by paying $towards the repairs of the refrigeratorIf you are interested in this please call our customer service team directly at *** Regards, CHW We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

At this time this account is not active which means there is nothing that can be doneHowever, in accordance with section Letter D, Number 4, leak detection tests are not covered by CHWAdditionally, if there are issues with the technicians that are assigned you are encouraged to call CHW to have the technician reassigned which is what was doneIf there are issues with the technicians in accordance to the policy section Letter F, Number is states You agree that We are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performanceYou also agree that We are not liable for consequential, incidental, indirect, secondary, or punitive damagesYour account has been cancelled per your request in accordance with section Letter L, number of the policy and a credit was placed on your card on fie on 7/19/ Regards, CHW

Complaint: ***
I am rejecting this response because: The contractor you sent me from Topeka said he no longer did work for Choice Home warranty because he doesn't get paidIts funny they hab to send someone from *** **to Topeka Ksto look at my washer which he barely didHe rolled the drum and said it needed a tension bar and possibly a valvedidn't bring a tool in seemed like one of there minions with the outcome already decidedNo company vehicle or uniform no credentials
Regards,
*** ***

The claim was processed in accordance with the policy section Letter F, Number which states that we are not responsible for repairs related to inadequacy, lack of capacity, improper installation, mismatched systems, oversized systems, undersized systems, previous repair or design, manufacturer’s defect, and any modification to the system or applianceAlthough CHW doesn’t required that routine maintenance records are submitted you are invited to do so to have your claim reviewed in hopes of a more favorable outcome You indicated that you wanted to cancel your policy and in accordance to section Letter L, Number If 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 UsIn an effort to work with you however, CHW has provided a release agreement that will allow a full refund of the price paid for the policyThe only way to honor the request for the full refund is to have it signedIf you would like to cancel your policy without the agreement, please call our customer service team at ###-###-#### Regards, CHW

Complaint: ***I am rejecting this response because:I do not understand how you claim to have paid someone when that person did nothing to resolve my plumbing issueHe made a giant hole in my ceiling for no reason, that now I have to pay out of my pocket to fix itI paid premium for years and months, for the service fee, and for access since your technician claimed that it was from the pipes and he needs to access them and you did not cover itThis brought my spending to and I received back that put me at loss of plus all the expenses of my ceiling patch upI have called my other companies and they all came and performed free assessment, versus your company of claiming the for the assessmentYou cannot claim it fixing, because the problem still remains and my ceiling got cut openYour sales rep talked me into signing up saying that there is no termination fee and then talked me into signing up for more than one year, but I guess I was an it for falling for the liesTo top all my losses, I experienced the worst customer service in my life, you have the most unprofessional and rude people working for your company. Regards,*** ***

Dear *** ***As our previous responses to you state, we are not able to provide coverage for a unit that does not fall under our policy guidelines, also you have chosen to cancel your policy with us Our only offer to you is a refund in the amount of $112.50.If you would like to accept this offer, please contact us at ###-###-#### and you will have to sign an agreement that the CHW rep will send to you upon acceptance of the funds.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 *** A review of the claims shows that the claim was processed properlySection Letter D, Number of the policy indicates that countertop microwave units are not coveredAlthough this unit has a trim kit, it is still considered a countertop unitHowever, as a goodwill gesture and in the interest of customer service, CHW agreed to purchase a new unitPlease accept the apologies of CHW for the delay that it has taken for you to receive the unitIt has been ordered and will be delivered directly to youIt appears that you have been working with a manager at CHW to have this resolvedIf you have any questions, please call the CHW customer service team directly 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 and dissatisfaction. Please understand that rust and corrosion did contribute to the unit’s failure. Therefore, the outcome of this claim stands. 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 started on 5/26/15, I do see that you placed a claim for your AC on 5/28/days after your policy started The technician explained to us that the unit was completely out of Freon CHW does not cover a leak test and if you would have wanted one completed, you could have had it done CHW did not cover this claim because you did not come into the contract with you unit in proper standing order days after the policy started and your unit did not have Freon inside, shows CHW that you did not have it properly maintained as well Per our policy 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.Also please see Section 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 conditions.I understand that this is frustrating and I do apologize for any aggravation but the technician did do a diagnosis of the unit and called CHW to report the issue That is what you paid him the $service call fee for CHW does not receive that money, the technician does for coming to your home We cannot reimburse you for something that we did not collect.I do see that you were a monthly customer and that CHW did give you a goodwill and refunded back to you the last payment that you had made in the amount of $ Once again, I am very sorry for your frustration and that you chose to cancel the policy but CHW was in full compliance with the contract.Respectfully,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 Please accept the apology of CHW for the delay in processing the claimThe claim was dispatched in accordance to the policyHowever, it appears that one of the issues preventing the claim being processed quickly is the need for CHW to obtain pertinent information pertaining to the make and model number of the unitThe manufacturer of the unit has been sold a number of times which is causing a delayIn order to be able to assist and ensure it is accurate, there is information that needs to be obtainedCHW is working as diligently as possible to locate the information to process the claimPlease call the CHW customer service team directly with 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 drain mechanism was leaking.Per our policy, Section Letter D, Number 9, it states that CHW does not cover “drain mechanisms” are not covered. We strive to provide the best customer experience, therefore we can offer you a onetime free service call fee for your next claim To accept this offer, please contact us directly at ###-###-####, Monday-Friday 8am-8pm EST or Saturday-Sunday, 9a,-5:30pm 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 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 was dead, due to the internal windings failing and causing it to overheat This failure occurred to do a lack of proper routine maintenance.Per our policy, Section Letter A., Number CHW only 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 If you would like to further dispute this claim, you may get a second opinion at your own expense. If you decide to get a second opinion, please submit the detailed diagnosis invoice to [email protected] for review If the outcomes differs, we would adjust the claim accordingly, based on our policy.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: Their story's on refunds are inconstantI was first told I would receive $for marchs payment backThen I never received it so I called back and they told me I would have to wait business days for the refundI never received it and called back again and then they told me I would only receive back $That is when I caontacted Revdex.comI called today to cancel so I would not be billed for April and they at first told me they could not give me any refund and then they told me that I would receive $backI do not understand how they run a businessI would like to receive the full refund back due to the massive inconvenience and all the back and fourth with their answersClearly they to not refer to a policy due to all the different answers I receivedI would like my $that I paid back.
Regards,
*** ***

The reason there wasn’t a goodwill gesture was because there was a lot of name calling and other disrespectful comments that prevented anything from being offeredIn order to be able to compose themselves, the representative needed to place the call on hold and the call was disconnected before a goodwill gesture could be extendedThe goal is to be able to provide outstanding customer service at all times, however, it isn’t acceptable to be offensive when the outcome is less than favorableCHW apologizes for the long hold times, they are working diligently to be able to accommodate all customers quickly and thoroughlyIn order to successfully place a claim there is an option of being able to do this onlineAt this time, the account is no longer active so there are no actions to be taken 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 with the terms and agreements of the policy as writtenThe first technician arrived on June 14th and didn’t collect a service call fee as they felt as though you were inconveniencedCHW was informed on June 21st that the technician failed to respond again at which time, we immediately dispatched another technicianWe informed you that there was no clear access to the Air Conditioning unitAs outlined in the policy, section Letter F, Number we are not responsible for providing accessWe have worked diligently to find a technician that would be able to accessWhile working on the claim, the policy was in default as payments weren’t receivedAt this time, we are not able to continue to work on claims or provide service if the policy isn’t updated 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: When the company offered me the service, his representative told me that all my major appliances are covered after one month of coverage At that time, the washer machine was working fine, and there was no issued with it It leaked water to the floor just once on Monday, evening when my wife was washing some clothes at night, which was about two weeks after the second payment to the company. Second, the company promised me that I would have received a policy within one week by mail after I signed up for the service As of today, I have not received any policy from the company The above statement made by company has never been explained or said anywhere during our conversation to purchase the service plan Based on my recent review on line, I noticed that this company has a very bad reputation how it is conducting its business It is very likely that the company failed to issue a policy knowing that it will not adhere to its terms and conditions of its policy I requested my credit card company to stop all payments to this company, and I filing this complain against it
Regards,
*** ***

*** ***Our records show that this claim was paid and authorized to the technician. Please confirm.Thank you,CHW