BASS Services

Complaint: [redacted] I am rejecting this response because: Rejecting because it does not pay me dollars which I paid to your plumbing guy and dollars for my minor roof leak These are already paid under your fine print excuses This time AC guy is quoting me dollars Regards, [redacted] ***

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 I do see that you had a claim for your Oven and that CHW did send a technician out to diagnosis the unit and he was authorized to repair that unit You stated to us that he had hit a switch and did something to “mess up” your AC We then placed a claim for your AC and had the same technician come back to your home I do see that he has been working with you in regards to this event.I do apologize although we have filed a complaint against the technician with our Territory Managers, there is nothing that we would be able to do for you This would be between you and the technician from A to Z Appliance and Plumbing Services.Per our policy, Section FLIMITATIONS OF LIABILITYYou 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 damagesYou expressly waive the right to all such damages.We do regret any frustration that you dealt with CHW strives to help our customers with all of their home needs We do follow our policy and we do expect our customers to as well.Thank you for your feedback as it is always helpful for us; it allows us to improve our customer service.Best regards,CHW

Dear *** [redacted] ,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 to us at [email protected], so we could revisit the issueRegards,CHW

Initially the Thermal Expansion Valve was discussed based on the original diagnosis that was sent to CHWAs they are not covered, it was mentioned throughoutHowever, once additional documents had been shared with CHW the claim remains non-coveredThe unit was extremely dirty and had a lot of rustThis caused the unit to freeze up and when the ice melted, water got into the blower motor control board and burned the board and motor up which caused the overall system to failIt is indicated in the policy section Letter F, Number that rust and corrosion are not coveredIn section Letter F, Number it states 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 replacementFinally, in section Letter F, Number 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 damagesIf there was an issue with the technician, that will be documented by CHW but needs to be addressed with that companyAdditionally, CHW is not responsible for secondary damagesHowever, as it is clear that you are not happy CHW has offered to provide you with a full refund of the amount that you have paid for your policy even though it is canceledIf you would like to have this refunded, please call the customer service team at 1-888-531- Regards, CHW

Dear [redacted] In review of this claim, the parts have been delivered as of April 21, If you have any further issues or concerns, please contact the technician directly at [redacted] *** ###-###-#### We regret to hear your frustration; as a goodwill gesture, kindly accept our offer for a one time free service call fee for your next claimIf you would like to accept this offer, you can contact us directly at ###-###-#### Monday –Friday 8am-8pm EST or Saturday and Sunday 9am-5:30pm EST Regards, CHW

Dear Julian [redacted] 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 [redacted] A review of the claims that you have placed with CHW indicates that there were payouts made to the technicians for the claimsThere was a claim placed on 12/21/for the washer in which a payment madeThere was another claim for the plumbing system made on 4/16/which resulted in a payout of as wellCHW will cover claims in accordance to the policy as indicated aboveSection Letter L, Number of the policy states 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 UsCHW values all customers and wants to be able to provide the peace of mind promised to customers, however, if you would like to cancel your policy, please call customer service at ###-###-#### We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Complaint: [redacted] I am rejecting this response because:We purchased the house in April and had a FULL inspection of the property by a licensed property inspector He made recommendations for the A/C and we had the A/C company come out and make the necessary adjustments and maintenance per the inspectors requests The technician you sent, that came out for this call NEVER once said the damage to the unit was caused by any dirt or debris I was there when he contacted your office with his recommendations for replacement He stated that the unit was old but never said anything about it being dirty We put in month filters and checked them monthly and did not wait for months just because the filter said it was a month filter Also, the reason we called for service was because the system was vibrating the walls in the house If the wheel was out of balance, and caused the unit to fail, that is why we called We did not have any issues with the A/C unit until the vibration started which is why we called right away The technician said that the unit was old and that the outside unit was over-amping and was going out as well We kept our unit clean of debris and cleaned everything when needed, inside and outside The technician even called back and told them that the unit was going out due to age and nothing to do with the upkeep This is just an excuse to not cover the unit and it is unacceptable I have spoken to several people that have stated that Choice Home Warranty has done this same thing to them to prevent from paying to replace units and that is not right We pay for a service and that service should be honored I am more than willing to get a statement from the technician and the A/C company that came out if needed as well as the A/C company I had come out since on my own Regards, [redacted]

Dear [redacted] , 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 [redacted] A review of the policy shows that any fees have been voided Regards, CHW

Dear [redacted] 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 [redacted] Upon review of your claim it appears as if it was processed in accordance to the terms of the policySection Letter F, Number states, “rust and corrosion” are not coveredThe policy with CHW doesn’t require an inspection be done, however, the policy is not effective until days after the date of sale to allow customers an opportunity to be sure that all covered appliances are in proper working condition as outlined in section Letter A, Number This states that “systems and components are in place and proper working order on the effective date of this home warranty contract”Additionally, there were questions related to the maintenance of the unitThe warranty is not a maintenance contractSection Letter F, Number states, “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 replacement” CHW apologizes for the ordeal you endured regarding a lack of communication and less than positive attitudesThis is not the level of customer service that CHW provides to their customersThe goal is to not only provide peace of mind but also a positive customer experienceThe reason your refund would be less than what is expected is based on the terms of the contract indicated in section L with the cancellation as stated, “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 Us” We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Complaint: [redacted] I am rejecting this response because:No offer was ever made to compensate me for anything number oneMaintenance records were sent to Choice Home Warranty and they still rejected the claimsThere are over Complaints against Choice Home Warranty for similar rejection by themChoice has made it a common thing to blame any breakdown on poor maintenanceEven the contractor they sent out to my home stated that the Unit was in good shape and it was well maintainedI have the report from him that states this and they still reject their own contractors reportI am a Real Estate Agent with Realty Executives Associates and have found this action by Choice to be very common claim by Choice Home WarrantyI have other similar situations and the customer service is very poorWhen you call them with a claim they put you on hold for 25-minutes then transfer you to another agent and somehow you always get hung up onThey are one of the worse companies I have ever dealt with and frankly as the Manager said we are a multi million dollar company and we really do not care what you doHe went on to say they have attorney to handle any complaint against them and if you took them to court they would make it a hardship for the owner Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because stating the washer was overused/stuffed doesn't suffice This is basically some reason someone made up to not cover the washer I took the $buyout after complaining and complaining to get something I still can't believe this was the reason they rejected it I currently have different policies with Choice Home Just today, I had another furnace problem rejected at another property Why? They said it had some rust and corrosion causing a heat exchanger to go out Guess what? Not covered Are you kidding me? An year old unit and you don't expect to find some kind of age (rust etcetc) in the unit? This unit was even serviced mid I called the technician and they couldn't believe CH wouldn't cover a dime of it either They said, Why do you even have insurance on your HVAC system then? They won't ever fix it The best one to date, was an issue with a garbage disposal Guess what? It wasn't covered either when it died Why? It wasn't properly maintained over the life of the unit Who carries an annual maintenance policy on a garbage disposal? The only thing Choice Home is good for are plumbing stoppagesThat is it Hard to reject a hairball in a PVC pipeFurthermore, Every time I call to complain, they said, Mr [redacted] , we show we have covered some of your issues Well thank you, Choice Home but you never cover anything that gives you peace of mind The Major appliances and HVAC systems They even know what $ amount they said they have covered It is a made up number that basically WILL NOT go over the amount you paid up front I am totally convinced this is how they run their books I have been told on the E 17th by numerous customer service people that they have paid out $since the inception of the policy Guess what, I paid a total of $ Now I can't get anything approved.Revdex.com needs to check into the company and read the numerous complaints on *** The rating is just over one star out of I finally just starting to do some digging and my complaints are NOT unique The warranty they provide is fraudulent and misleading Even the ads they have while you are on hold, lie to you They say basically they cover all units no matter the age Yes, they probably do cover all old units as long as they aren't older than a year Please help Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: I attempted to get a second opinion while the policy was active but was advised that I could notThis is why I canceled the accountI could not rationalize paying for a product that provided poor service from a vendor and customer service experienceI am not surprised by the response from CHW and will ensure that I aware and family members or friends of my experience with them Regards, [redacted] ***

Dear [redacted] ,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 microwave was not heating due to a burned out magnetron Please note that your model and serial number confirm that this is a countertop microwave Your model number is for the “GE Profile Series [redacted] *** Countertop Microwave”Per our policy, Section Letter D, Number 9, CHW only covers “BuiMicrowaves.”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you stated we covered your microwave before Please understand that your microwave claim dating back in was for a different model and serial number in which we offered you funds to purchase a new unit.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Mr [redacted] ,Please see our policy, Section EOptional coverage #4, the sump pump is an extra add on for the policy You chose not to purchase the extra coverage for the policy As a goodwill gesture CHW will offer to provide you with $towards this claim however if you chose to renew the policy, you can then add the extra optional coverage.If you would like to accept this offer, kindly contact us at ###-###-#### and we will provide the authorization to you or to the technician in the amount stated above of $200.00.Thank you,CHW

Dear [redacted] [redacted] ,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 [redacted] 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 not spinning as the rear bearing and spin tub broke Please be advised that your policy coverage start date was 10/22/and you advised us that the last time your unit was working was 10/23/ This failure would not have occurred in the short lifespan of your policyPer our policy, Section Letter A., Number 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 were not satisfied We strive to provide the best customer experience, therefore as a goodwill gesture you offered you $towards the repair If you would like to accept this offer, please contact us directly at ###-###-#### Monday-Friday 9am to 6am EST.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,

Complaint: [redacted] I am rejecting this response because: it has been months since we left choice home warranty and they made numerous attempts to my checking accountThen somehow got through and pulled this money outThis to me is a criminal actThey were notified because I received numerous call trying to bring us back and I said I still wanted to cancelTheir are no signatures or is this a binding contract only month to month and Thats how they charge.Why did they wait almost a year to pull this criminal act! Regards, [redacted]

Dear [redacted] ***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 [redacted] 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 Please be advised that the pictures we received confirmed this failurePer 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 In an effort to dispute the claim, you sent in your maintenance records for review Unfortunately, the records were insufficient as there were no amp draws, no pressure readings, etc The outcome of the claim uncoveredWe do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

r,We would like to investigate this complaint but in order to move forward you will need to provide one of the policy numbers of the locations that you have stated in your response Thank you,CHW

Dear [redacted] 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 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 ”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 have added a onetime free service call feeWe do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.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 began on 5/17/I do see that you placed a claim days later on 5/19/for your Air Conditioning unit We were advised that the units compressor was not pumping refrigerantThere is an internal malfunction of the compressor and it does need to be replaced Unfortunately, per our states that all units must be properly maintained and enter into this contract in proper working order Please see 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.Being that your policy started days prior to you placing the claim, shows CHW that the unit did not come into the policy in proper working order CHW does not cover known or unknown pre-existing conditions to the policy start date We do apologize for the trouble that you are having and we do look forward to assisting you in your future claims.Best regards,CHW