BASS Services

Complaint: [redacted] I am rejecting this response because:You did not provide me with what do you think is "routine maintenance", this can take many interpretations and Choice may take advantage of it to reject claimsYour technician, the one choice sent to my house, says it's well maintained and looks newHe called again last week to report again on AC conditionHe did maintenance a week to days before "failure" and he says it was working well at that time per his reportWe did not use it till a week later when it was noisyPlease review claims as I had to do two claims back to back Regards, [redacted]

Dear [redacted] We do apologize if anyone in our company was rude to you in any way CHW does not condone that behavior Also, we would not respond to complaints from the Revdex.com if we did not feel as though it is worth it to our customers and company As far as paying for ratings, I can assure you, CHW does not pay for the ratings In response to your claim for the water heater, we cannot process a claim that is a non-covered failure however we would like to offer a goodwill gesture to you in the amount of $to help with the repairs.If you would like to accept this, please contact us and we will send you out a release agreement that allows us to provide you with the goodwill gesture.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 [redacted] Upon review of your policy it appears that we are awaiting information to be able to provide coverage as a goodwillIn accordance with the terms of the policy, section Letter A, number 3, the policy doesn’t cover any known of unknown preexisting conditionsHowever, in an attempt to provide continued great customer service, we are offering a goodwill paymentPlease call our 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

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/useragreementPlease note that this policy is under another name Please have the policy holder contact us directly with their questions or concerns 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 failed internally, and there were Freon leaks coming from the line sets These failures occurred due to a lack of proper routine maintenance Per 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...”Please note that policy has been cancelled and not eligible for a refund, per 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 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 www.choicehomewarranty.com/useragreement Section Letter L, Number of the policy indicates that, “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”Upon receiving your request for cancellation, you were provided with a credit in the amount of $666.60, which was the pro rata refund A review of the claim shows that the claim was handled properlyThe claim placed for the heating system was not covered in accordance with section Letter F, Numbers and 8, which indicate that CHW doesn’t cover rust and corrosionThe technician found that the heating system had a rusted, corroded and cracked heat exchangerFinally, section Letter F, Number 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 damagesYou expressly waive the right to all such damages”Please work with the technician if there is an issue with the work that was doneThere is not an active policy with CHW at this time 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 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 you paid $for the repair/replace of the condenser fan motor and the capacitor Please note, that we received a typed word document Please submit a detailed invoice from the technician to [email protected] in order for us to process your reimbursement at our cost in the amount of $180.For any further questions or concerns, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm ESTRegards,CHW

Complaint: [redacted] I am rejecting this response because:If that is the case and that is what I should have been told from the beginningBefore we started to work on the unit I was told by a manager it was approved in the work will be done and it would be fixed no matter what I even specifically asked if there was another problem besides what the first problem with the fan would be fixed and I was told yesThat was the only reason I proceeded with the workThe issue is the complaint I had was that unit was not schooling that problem is still not fixed that was seeing if your complaint that was the first problem not a secondary problem as you keep trying to stateYou also are trying to make it out like it's a second company that comes out and that's what is a secondary problem which is not the truthThe second company came out because after weeks of waiting for the first company to come back out and finish the job and fix the problem of the unit not cooling you decided to let me get a second company out there because the first one we don't respond and had set up for different appointments and which they missedAnd they did not ever contact me I had to contact them and you also contacted them twice and still no one else was sent outI have discussed all of this over and over and still getting that it's a secondary problem which it is notThe initial complaint was the unit is not coolingThe unit is still not cooling which means it is not fixedThat was the first and only problem then it had when I have recorded it and made this claim Regards, [redacted]

Hello-- I hope all is well I have an issue with my previous complaint against Choice Home Warranty According to the email documents, I read the complaint I had with Choice was a closed matter The email also states that they will offer me a full refund upon cancellation of the policyWhen I called Choice yesterday, I talked with a representative who told me the policy was cancelled and I would be receiving an email confirmation I never received an email from Choice, so I called them back today The representative that I spoke with today said the policy was not cancelled (and will not be cancelled) and there was no record of my previous phone call regarding the cancellation When I asked them why, I was told it was because of my filing a complaint with the Revdex.com Because I made the payment through a debit card, my bank told me the only way I could stop payments back to Choice was to cancel my current debit card and apply for a new one Although that is an option, I was wondering if there are other measures I can take to get my policy with Choice Home Warranty cancelledAny help would be greatly appreciated

Being that you had been with CHW for such a long time, we felt as though we could help you with your claim by offering you a goodwill gesture Per our policy, we do not cover OVER THE COUNTER MICROWAVESPlease see Section D COVERAGE- WE ONLY COVER BUILT INBUIMICROWAVEINCLUDED: All components and parts, except:EXCLUDED: Doors – Hinges – Handles – Doors - Door glass – Lights - Interior linings – Trays - Clocks - Shelves - Portable or counter top units – Arcing - Meat probe assemblies - Rotisseries.Again, if you are to cancel your policy with CHW prematurely you would have to pay back the funds that we had paid out for any claim Since you are a monthly customer, you chose to cancel the same applies We are not paying a goodwill gesture on a claim that is not covered and that is cancelled.Our checks take business days to generate in our system This is how our systems work and once a policy is cancelled the system will not generate that check I did listen to the phone conversation with you and Stephanie and I do apologize if you took her wording as a threat, she was trying to advise you that if you do cancel then the goodwill gesture that was offered to you would no longer be I have spoken to her about her tone and explained that it came off as offensive.Unfortunately , since your policy is cancelled I would not be able to process a check for a non-covered claimRegards,CHW

Dear [redacted] ***,Please be advised that we only received the diagnosis from our technicians at [redacted] IF you would like to further dispute this claim, please submit your technicians diagnosis to [email protected] for review If the outcome is different, we would adjust the claim accordinglyRegards,CHW

Dear [redacted] ,We regret to hear your frustrationOur 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 the purchase of your policy, you were given days to review the policy Please note, that our policy is available for public viewing on our website.We regret to hear your wishes to cancel your policy Please contact us directly at ###-###-#### Monday-Friday 9am to 6pm EST to speak with a Customer Solutions Specialist.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: what is the purpose of a warranty? I thought it was for unforseen events such as this.I would like a refund of the warranty and the $SERVICE FEE please 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 claims shows that it was handled according to the policyThe diagnosis that was received by the technician that was used to make the claim determination was that the unit had major failures that demonstrated lack of proper routine maintenanceThe unit was out of Freon and had a major leak in the coilsThis is something that would have been caught and addressed during regular routine maintenance of the unitCHW is not responsible for repairs of cosmetic defects or performance of routine maintenanceSection Letter F, Number of the policy 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”As indicated when you spoke with the CHW representative, you are invited to obtain a second opinion at your expense and CHW will review the claimAt this time, CHW did offer a goodwill gesture of providing a payment of $to assist with the repairs of the non-covered claimPlease call the customer service team at CHW if you would like to have the funds sent to you at ###-###-#### We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

I am rejecting this response because: What they are saying is not trueThey weasel out of their obligations using the pre-existing condition excusethey have settled lawsuits admitting the sameBuyer beware, I guessIt's a shame because not only does it show them in a bad light but I am now reluctant to get any home warranty with any company as I worry that the same situation will occur whenever I try to file a claim on anythingYou will hear from my lawyer

[redacted] When placing a claim with our company, you are placing it with a reprehensive who believes that you did review the policy and terms that are there We are not technicians and if you tell us that you would like a tech to come to your home, you believe it to be something that might not be covered; we will send a tech out since we do not know the issueWe will place a onetime free service call fee onto your policy for you however we do request that you review the policy that you purchased to ensure that you fully understand what is and is not covered Thank you, CHW

We regret your frustration, however, CHW did pay for the portion of the claim that was coveredAs a goodwill gesture, CHW will be happy to provide you with a onetime free service call fee which will be applied to your account 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 Based on the diagnosis that we received, it stated that the system was low on Freon Your system being low on Freon indicates that there is a leak somewhere in the system When the leak is not visible, a technician must perform a leak test A leak test would determine the location and cause of the leak, and in addition, the technician would take pictures of the location of the leak, the indoor and outdoor coils, and the model and serial number of the unit Per our policy, Section Letter D, Number 4, we do not cover leak test Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you agreed on having your technician perform a leak test.We received the invoice from your technician, which only stated that there was a leak in the system; this was not a proper leak test In order to move forward on the claim, a proper leak test must be performedWe received another invoice from your technician that there were “no major leaks” found Please understand that the system losing a lot of Freon does not occur from wear and tear.Per our policy, Section Letter A., Number CHW only cover failures that “ Become inoperative due to wear and tear ” The outcome of this claim stands as non-coveredOur SrClaims Specialist advised you about the outcome of the claim and due to your dissatisfaction, we offered you funds in the amount of $to assist you on the non-covered claim You accepted these fundsWe 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 our web site at http://www.choicehomewarranty.com/user_agreement.php Upon review of your policy, I do see that CHW has assisted you in the following claims:Claim # [redacted] for your Oven Stove Cook in the amount of $300.00Claim # [redacted] for your Dryer in the amount of $152.65Claim # [redacted] for your Heating System in the amount of $340.00Claim # [redacted] for your Air Conditioning Unit in the amount of $For the claim that you had placed on 06/08/for your Air Conditioning system, you had your technician come back to your home after we had ours and we were explained the same thing That the system has a leak in the cap tube in the condenser, the coils are dirty on the outdoor system and the evaporator was rustedThe restriction with the air flow made it so the system leaked CHW does consider this to be a lack of proper maintenanceYour technician called us on 6/19/and we explained to him the reason of denial and he did agree that this would be the reason.Per our policy, SectionFLIMITATIONS 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 conditionsWe are not responsible for the repair of any cosmetic defects or performance of routine maintenanceWe 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.Lastly, you stated that you had maintenance records and you were going to send them to Kyle, one of our managers here at CHW, He never received the records nor did our claims department Therefore, we were unable to review the claim with the records that you stated you had If you would like to send them in to our office, please send them to my attention Tracy and I will give them to our autho department for review If you do not have any records, we would have to close this claim as non-covered.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

Complaint: [redacted] I am rejecting this response because:The claim is false I have found the recite that it clearly says my unit was service and in great condition back in May I have called them on Last Sunday after I had found my reciteI told the representative that I got the paperwork that shows the service after they were denying over not being service They still denying it over what basis after I my document of service the unit and it good condition! The unit has been service and cleaned in May of and it clearly says my unit was in good conditionI can fax the recite to them They first respond was that I have not service it and that why they denyingNow I have found the recite that shows it was service and good condition by a licence and bonded company back in May they still clamming on what on their word instead of prove of service! It's motor has gone bad over wear and tear and it's in their contract to be coveredIf they think my unit has as contract says it's not cover why and in what basis their representative offer me $to fix it myself! There was no reason they would have offer me any money if they were in believe that what are they claiming! their voice is taped when they have told me that they offer me $just in case Regards, [redacted]

[redacted] CHW does regret the frustration that you are going through and we have requested that our Vendor Relations Managers contact the technician to contact you as soon as possible If you do not hear back you are welcome to contact us and we will send a different tech to your home at no cost.Thank you,CHW