BASS Services

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 it was processed in accordance to the policy and not covered due to lack of proper routine maintenance as outlined in section Letter F, Number in the policyIt is stated 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 replacementThe documents that were sent to CHW doesn’t show proper routine maintenance was performed on the unit We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Although the garbage disposal claim was at another location, it was under this policy wish constitutes a paid claimAt this time, CHW has made the adjustment and apologizes for the oversightHowever, there is nothing more owed at this timeCHW did follow the guidelines outlined in the 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 www.choicehomewarranty.com/useragreementA review of the claim shows that it was processed according to the policy This was a partially covered claim Based on the diagnosis that we received, it stated that the ice maker overflows with water and fan motor needed to be replaced We covered the fan motor, however the icemaker was not coveredPer our policy, Section Letter D., Number 3, CHW does not cover “ ice makers ”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 cancel your policy, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST.Please refer to our policy, Section Letter L of Cancellations, in regards to our refund policy: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.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] Please accept the apologies of CHW for any miscommunication or confusion that has occurredRecords indicate that you currently have a one year agreementA credit in the amount of $was placed to the card on file on 8/18/Additionally, CHW had been billed for the completion of electrical work that was doneWe have since contacted the technician who has advised that there is an appointment pending to complete the workIf you have any questions, please call our customer service team 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:there was no mention of corrosionEvery tech thAt came out indicated that the clock would stop the oven from keeping proper temperaturesAs I explained how my chicken was rawMy Turkey or other meats we're not cooking thorough enoughAs my food has to be well doneIt cooks for about minutes to an hour when on The [redacted] technician did say if I turn it on instead of my it would probably cook done foodsBut I can't cook anything else after thatLong term cooking is outSo Christmas and New yearI were not able to cook big dinnerI asked company several times to cancelThey send me emails to call them and then tell me to sign a form waiving my rights for future actions against themI just don't want to deal with a company that is no Revdex.com ratedWant to end this ASAP.thank you 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 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 [redacted] Upon review of your claim, we do see that the technician that went to your home did place a hard start kit onto the unit, this made the unit run for a while, once it failed again, it was then determined that the unit had internal failures that were caused by a lack of proper routine maintenanceIt was stated that this failure could have been avoided if you had preventive maintenance done to the unit Per our policy, Section FLimitations of Liability #states that CHW does not cover failures that are caused by a lack of proper routine maintenance that is specified by the manufactures specifications If you have Routine maintenance records showing that you did in fact have maintenance done to the unit, we ask that you send them into our office for reviewPlease send them to [redacted] and our authorization manager will review to ensure that what you are providing is routine maintenance and not repairs If you disagree with the outcome of the claim and do not send in records of maintenance, please feel free to provide us with a second opinion from a different technicianPlease have them contact us to provide us with the details of how the unit failedWe would ask that you have the technician contact our authorization department to provide the diagnosis We do hope that you are able to provide one of the above in order to re-evaluate the claim We do regret your frustration with this claim; however we are in 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 it appears it was processed in accordance with the policy section Letter F, Number in which CHW is not responsible for repairs related to lack of maintenanceThere were records submitted to review for the claim, however the records sent do not demonstrate a breakdown of tasks completed during the breakdown but instead invoicesYou may send in a detailed breakdown of what was performed during the maintenance of the unit at [redacted] We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear Mr***,Per our policy, Section FLimitations of Liability states that all units must be maintained per the manufactures specifications This would mean that you would have to have a licensed technician come to your home once a year to ensure that preventive maintenance Our notes reflect that when this was stated to you that this claim would not be covered, we invited you to send in records reflecting differently, however we were declined by you stating that you would not provide them and chose to cancel the policy.We do understand your frustration however you chose to cancel your policy with us and therefore we are not able to assist with a goodwill gesture for a claim that is not covered.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 This was a partially covered claim Based on the diagnosis that we received, it stated that the blower wheel came apart causing damage to the motor shaft Per our Policy, Section Letter F, Number 19, CHW is not liable for “ secondary damages ”We received your paid invoice and stated we would cover blower wheel part and labor at our cost The total amount was $145, in which we deducted your $service call fee The total amount to reimburse was $ The check was sent to you on May 23, 2017.If you have any further questions or concerns please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST, Saturday-Sunday 9am-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 [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 the claim was handled properlySection Letter F, Number indicates 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”The replacement of the condenser fan motor was covered and that was $which was paid by CHWThe only issues that CHW received via diagnosis from the technician was that there was a failed condenser fan motor and dirty coilsCHW paid for the covered portion of the claimThe unit was replaced without authorization and is not payable by CHW 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 the claim for your air conditioning it has been determined that the claim was processed according to the policyThe policy was effective on 10/4/A claim was placed for the air conditioning system on 10/5/The technician provided CHW with a diagnosis that the motor is not responding and is not receiving the proper voltageThis is not something that would occur in such a short span of the policy, which was one daySection Letter F, Number indicates that CHW is not responsible for repairs related to known or unknown preexisting conditionsYou have also indicated that the technician wasn’t professional and had a smell of alcoholThis information has been provided to the proper team so that can be managedAt this time, the claim remains non-covered We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Records show that a determination has been made to offer you $for the repairHowever, it appears that CHW hasn’t been able to successfully meet your needs and the goal is to be able to accommodate all customersCHW can offer you a full refund of the policy that you have paid in the amount of $There will not be any administrative fees or pro rata refunds, instead a full refund in the amount of $with the signed agreementPlease call the customer service team if you would like to have this refund applied and the necessary documents will be sent to you for your review and signature Regards, CHW

Dear Ms [redacted] ,CHW provided you with the refund per the date that you completed a chargeback and we did provide you with a credit back onto the credit card for the amount for a total of $ Per Section LCancellations you are not permitted to “charge-back the credit card” since you disagree with the outcomeIf you review the policy, it does state that this is a contract, it states it at least times throughout the policy.This matter is closed as we did provide the proper refund to you.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 our web site at [redacted] Upon review of your claim for your refrigerator, we do see that it was originally a partial covered claim due to secondary damage and it was advised to us that the unit needed a control board and an inverter It did turn out that the part that you were charged for was not needed and therefore we have provided you with a return label to send the part back, once it is back we will be able to refund you the money that you paid for the part.We do regret the frustration that you encountered with the claim however; CHW is in full compliance with the terms and conditions of our policyBest regards,CHW

Dear [redacted] ,Our policy states in Section ACoverage #that all units must enter the policy in proper working orderWe also provide the customer with days prior to the start date of the policy to ensure that all the units or appliances that they want covered, to be checked An example would be your Air Conditioning System, prior to the start date the customer is to have maintenance done to ensure that the unit is working properly Once the policy begins, if claims are placed they are only covered if they have failed due to wear and tear that has happened within the timeframe of the policyAn electrical unit would be something that can happen within the timeframe, a plumbing issue could happen within the timeframe of the policy but an Air Conditioning system or even a Heating System takes time to fail and would be considered a pre-existing failure or as stated in Section FLimitations of Liability #an known or unknown pre-existing condition.We do see that your policy is in past due status, if you would like to continue with the policy, please contact us and we will as a goodwill gesture provide the last payment for youIf you would like to cancel this policy, we would as a goodwill gesture provide you with $which was the last payment that you had paid.Thank you,CHW

Dear [redacted] , Your claim wasn’t covered not only due to the policy, section Letter F, Number for rust and corrosion but also as outlined in the policy, section Letter D, Number which is that leak detection tests are not coveredThe leak that you experienced may have resulted in rust as there was water leakingIt appears however, that in the interest of customer service, you were offered an additional $to help with the non-covered repairsThis was done as we value you as a customer and want to be able to accommodate in some way, despite the uncovered repairs Regards, CHW

[redacted] ,We understand how frustrating that this is, we do apologize for the delay although the shipment is out of our control as we explained to you on the 23rd, we did re-order the part Thank you,CHW

Dear Mrs [redacted] ,As a good will gesture we will provide you back a refund of the one month that you have requested in the amount of $CHW is not a scam and we did our best to assist you with the claim that you had If you had disagreed with the outcome of what the technician advised us, you could have provided a second opinion rather than cancelling the policy.As we stated, you will receive a refund of the one month’s payment back that your credit card that we have on file.Thank you,CHW

Complaint: [redacted] I am rejecting this response because: I believe that the technician that Choice Home Warranty is referring to represents a conflict of interests since he is contracted by them I believe that the technician from [redacted] was reporting his honest evaluation of the reason for the failure of the unit when he stated that the leak was 'possibly due to vibration" If the unit was not maintained properly, why didn't the technician from [redacted] note this when he examined it on the unit and added freon on April 27, 2016? 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] Upon review of the claim it appears that the claim was handled in accordance to the policy section Letter F, Number which indicates that CHW is not responsible for repairs related to secondary damagesThere was a bad thermal expansion valve that caused restriction in the proper flow of FreonThis will cause the Compressor to overheat and run with excessive pressureAs a result this is not covered as it is secondary damages caused by the thermal expansion valve We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW