BASS Services

Complaint: [redacted] I am rejecting this response because I do not agree with the release agreement sent to me by Choice Home WarrantyThe compressor on the air conditioning unit is a covered part and did not fail due to lack of maintenanceThis is an old unit from and the technician did not say that the unit failed due to an internal failure caused by lack of maintenanceTo remedy this situation, Choice Home Warranty should reimburse me $for repair to my ac unitIf they are unwilling to reimburse this cost, I will take a refund for the full amount of the policy which is $430, but I will not sign the release agreement or pay to have it notarized Regards, [redacted]

[redacted] We are very happy that we were able to resolve this complaint with you Kindly, please close out this complaint as we have resolved the issue.Thank you,CHW

You had provided us with the serial number of the unit and we looked it up and did in fact come up as a tankless water heater Per our policy that is an item that we do not coverIf you have a different number for the unit, please provide that to us and we can look further into that claim.In regards to an electrical claim, you had placed a claim for the electrical system that was not covered on 9/25/ Claim # [redacted] Since this was a non-covered claim we would not be providing coverage for an electrical issue unless the first issue was resolved and we receive a proof of repair Please send the proof of repair to us at [email protected] and we will be happy to continue this current claim.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/useragreementUpon review of your claim, we do see that you have been with CHW since and CHW has assisted you in claims totaling $ CHW’s policy does show that this current claim that you placed would not be covered per Section F#19, we do not cover secondary damages however as a goodwill gesture, we would like to assist you with funds in the amount of $to go towards the units repair or replacement We do regret your frustration however, CHW is in full compliance with the terms and conditions of our policyRegards, CHW

Dear [redacted] ,We regret to hear your frustration.Please be advised that the invoice that we received, stated that there was a leak on the evaporator coil In order to properly proceed with the claim, we requested pictures of the leak location, indoor/outdoor coils, and data tag information We never received the requested pictures as you replaced the unit - therefore we were unable to proceed with the claimPlease be advised that CHW did not approve or advise you to purchase a new unit Our policy states in Section Letter C, Number that CHW “ will not reimburse for services performed without prior approval...”Due to your dissatisfaction, we offered you $and a onetime free service call fee To accept either offer, 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

[redacted] ,According to our policy, if a customer goes to their banking center and does a “chargeback” for the payment that they have made to our company, the customer is committing fraud by not paying for a policy in which they had agreed to and agreed to the terms and conditions listed below:LCANCELLATIONThis 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 UsThis 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.Your policy was canceled due to the fact that you did not ask for a pro-rated refund, you just went to your bank and stated that CHW took that amount out of your account for no reason Now the bank and CHW are in the middle of a dispute trying to prove that you did in fact request a policy with us so that you would have to pay the pro-rated refund.If you would like to contact your banking center and drop the chargeback, you can then send a letter to [email protected] or fax the letter to show that you have dropped the dispute in order for CHW to assist you with the cancelation of the policy.As of now, since there is a current charge back, we are not able to do anything furtherThe account is cancelled however the money is frozen Again, if you drop the chargeback, CHW can process whatever fees are due back to you if any and however if you do not, we are not able to do anything for you.Thank you,CHW

Complaint: [redacted] I am rejecting this response because:if you look at previous call records, you will see that I had a conversation with another Choice Home Warranty associate on the phone who says I should not have had to pay the $service fee for the second time the tech came out I am asking for my $money back - the problem was never corrected - not the first and not the second timeThe technician did not diagnose my problem correctly the first time and it was in turn coded as a secondary issue - it was not secondary, this was the original issue! I have reduced the amount of original request for refund - $is the request Regards, [redacted]

I am rejecting this response because: I received my contract almost days or more after talking to a sales representative who claimed that everything is coveredIf a pipe is busted because it was old, or due to pressureI was coveredany unforeseen things that happen to plumbing are coveredfrozen pipesThis is how it was presented to meMaybe you should send in your contracts before you sell it

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] t A review of your policy shows the claims were processed in accordance to the policyCHW regrets the issues that you have encountered with the technician that did not complete the repair in the correct mannerThe CHW policy states in section Letter F, Number 19, “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 damagesYou expressly waive the right to all such damages” A review of the claim shows that CHW has offered to assist by providing a goodwill gesture in the amount of $500, which is also the cap for this type of repair which is indicated in section Letter E, Number which states, “We will pay no more than $per contract term for access, diagnosis and repair and/or replacement”CHW would like to provide this payment to you, if you are willing to accept this, please call them directly at [redacted] We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy 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] A review of your claim shows that the claim was processed according to the policyThe compressor on the unit was shorted to the groundThis occurs from excessive overheating and with lack of proper routine maintenance and is not covered in accordance with the policy section Letter F, Number CHW doesn’t require that customers provide maintenance records, however, you are invited to submit the maintenance records to have your non-covered claim reviewed in hopes of a more favorable outcomeYou can submit the records to [redacted] and be sure to include the claim number on all documentsCHW has offered to provide a goodwill gesture payment in the amount of $to assist with the repairs of the non-covered claim and it has been acceptedCHW will be sending the paymentPlease call the customer service team directly at ###-###-#### if you have any questions We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

During my conversations with Choice Home Warranty, the preventatives always denied coverage of my claim by stating that my refrigerator had a fire that caused the damageNo fire ever existed...the internal thermal shield & light fixture were damaged by an electrical short The service technician from Tigerpaw HVAC told me in person that the damage was caused by an electrical short & I spoke with the service technician again after Choice Home Warranty refused my claim He told me nowhere in his claim were the word(s) fire or electrical fire ever usedWhen I spoke with the supervisor at Choice Home Warranty he told me my claim was denied due to fire When I Asked him to give me his definition of fire, he changed the subject & ignored my question He then stated that there was a an electrical fire, I told him no such condition existedNo open flame, no scorch marks, no smoke, and no fuel source existed Only melted plastic from a electric short Once he realized that I wasn't going to accept his explanation of the denied acclaim, he put me on hold When he came back on the phone, he stated my claim was denied due to a problem inside the internal thermal shield The electrical wires are not inside the thermal shield, they are between the internal thermal shield & the metal casing of the refrigerator The electrical short caused all the damage, not the internal thermal shield (plastic & insulation layer) Choice Home Warranty insisted that the internal thermal shield failed therefore they would not cover the refrigerator I did not accept this rediculous explanation then nor do I accept this reason now The service technician took picture while diagnosing the problem, but Choice Home Warranty didn't even want them when he tried to submit them So this shows their intent from the very beginning of the claim process They were going to deny the claim even before the had all the evidence

Complaint: [redacted] I am rejecting this response because:According to Choice Home Warranty, my A/C system had not been serviced which is untrueI have had a independent A/C service contractor come out and check the systemHe advised me that, the only way my coils will freeze up is if the Furnace went out firstAs I previously stated I purchased the home on Feb 2015, and paid to have a complete inspection in the A/C system before purchase the homeMY A/C HAS BEEN PROPERLY MAINTAINED, SINCE I've been residing their Choice Home warranty are a bunch of scam artist that prey on unknowing homeowners about their checkered past with claims and now I now why The refrigerator claim was placed on 5/31/and someone finally came out on 7/7/2016, and I paid the contractor his fee for coming out to fix the refrigerator and then days later I receive a email stating you will not pay for the services, because I dropped your company due to dissatisfaction with the service I received and your inability to honor your contract with the consumerYou have the audacity to state even though their was a delay in responding to my claim for the refrigeratorI HAVE PAID MAY AND JUNE PREMIUM WITHOUT FAIL, BUT YOU SEND THE CONTRACTOR OUT IN JULY; DAYS AFTER I CANCELLED YOUR SERVICE THINKING YOU WOULD ALEAST HONOR THE REFRIGERATOR, BUT A CROOK IS A CROOK Your company is the worst ever and I hope you get exactly what your headed forYour contract states we pay for furnaces....my furnace broke and you would not pay My contract states you pay for refrigerator my it broke you don't pay Thank you for nothing [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 our web site at [redacted] Upon review of your policy, I do see that you placed a claim for your dryer and that the service provider explained to us that the failure was due to a heating element that went bad and the heat sensor as well needed to be replaced this was a result from the lint buildup that was not cleaned Per our policy, CHW doesn’t cover failures that are a result of a lack of proper maintenance We also see that you have cancelled your policy with us and we would not be able to assist you on this non-covered claimWe do regret the frustration with this claim however; CHW is in full compliance with the terms and conditions of our policy.Best 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] CHW offers a reimbursement option for customers that aren’t able to received timely and efficient service in their areaUnder the guidelines of the reimbursement policy and as noted in the policy in section Letter C, Number 3, prior approval must be received before doing any repairsAdditionally, the reimbursement policy takes up to days for reimbursement and also reimburses at the CHW ratesThis is made clear to all customers before providing the information needed to seek the reimbursementThe claim that you are referring to had repairs done without obtaining the prior approval that was necessary for the repairs to be done We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy 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 for your water heater, it was advised to us that there was a lower heating element that caught fire and burned out all of the electrical There was a short in the wiring due to the electrical failure.Per our policy, we do not cover failures that are due to fire nor do we cover failures that are secondary failuresThis unit failed due to the element catching fire which would make the failure secondary to the main issue of the electrical fire.Although this was a non-covered claim, CHW did provide the technician with $towards the repairs of the unitWe do regret that there was negligence from the technician however per our policy Section FLimitations of Liability #states that CHW is not responsible for the negligence of the technician as well as the secondary damageWe do regret your frustration however; CHW is in full compliance with the terms and conditions of our policyRegards,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] According to our records, you purchased the policy with CHW on 2/12/16, the policy started on 3/12/ You placed your claim on 7/22/16, and due to the fact that this is a monthly policy, you are charged on a monthly basis for each month and can cancel without charges as stated in Section LCancellations however since you did not pay for the policy on a yearly basis there would not be anything to refund back to you.Since you placed the claim in July and our team did work on the claim, we are willing to provide you with one month of coverage back in the amount of $33.75.If you would like to accept our offer, please contact us and we will send you a release agreement to sign.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.php Upon review of your policy, I do see that you had placed a claim on 04/06/for your oven and we did send out [redacted] Technology Repair to diagnosis your unit We were advised that due to the issues that have occurred, the best solution would be to replace the unit We offered you cash in lieu of repair as per our policy statesSection FLIMITATIONS OF LIABILITY 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 declined the offer and insisted on the unit being fixed The technician did state that this would most likely happen again and still was insistent on fixing that oven CHW did as you requested and we did have the tech do his best to fix the unit On 6/22/15, we did enter a new claim for your oven as you stated it was still doing the same thing Because our policy states that if a failure happens within the days of the unit being fixed, that is when we will send out a technician at no cost but if it is after the days, we do have to charge for the service call fee Please see Section: CSERVICE CALLS If service work performed under this contract should fail, then We will make the ***essary repairs without an additional trade service call fee for a period of days on parts and days on labor.As a goodwill gesture, I have placed a onetime free service call fee on your policy but it will be for any future claims that you might have I am unable to place it towards this claim because it has been assigned to a technician already For any future claims, one free service call fee of $has been added to the policy.I do hope that the unit is fixed correctly and please check it before the days that you have to file a claim again for this unit.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us We do appreciate your feedback as this does help us with our customer service and service providers.Best 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 that your claim was processed in accordance to the policy and CHW has been attempting to speak with you regarding the payment for the itemsPlease call the customer service team directly at [redacted] We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

[redacted] We do understand your frustration and we do see that the check was mailed to you on 3/22/and if you haven’t received it, please contact CHW to verify the billing/mailing address After days, we can reissue the check for you without cost, if you would like to pay for the stopping of the check, then it will cost $Please call ###-###-####.We do appreciate your feedback and we have reported the customer service experience with our Quality Control department.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/useragreementUpon review of your cancelled policy, it shows that you purchased your policy on 5/18/and after days, the policy began on 6/18/ CHW provides our customers with days to review the terms of the policy and to ensure that all items come into the policy in proper working order as it states in Section A# On 6/22/17, only days after your policy began you please a claim that stated that your refrigerator stopped making ice on 6/20/which was days after the policy began This claim was not covered for different reasons.The first reason was that dual evaporator fan and the second fan had failed, this failure takes longer than days to happen, it cannot happen within the amount of time that you had the policy; therefore making this failure pre-existing to the policy start date.The second reason, you stated that the ice maker was not working Please note that CHW does not cover ice-makersPlease see Section DCoverage #which will show you in the exclusions.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW