BASS Services

[redacted] We do apologize for your experience that you have had, our only offer that we are able to provide you with is the remainder of the funds to provide you with a full refund If you would like to accept our offer, please contact us at ###-###-####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] A review of your policy shows that the claim was handled according to the policyThe parts that are needed to fix the unit are no longer availableIn accordance with section Letter F, Number of the policy, “If parts are no longer available, we will offer a cash payment in the amount of the average cost between parts and labor of the covered repair”As such, you were offered $towards the purchase of a new unitThe notes on the account indicate that at your request, the CHW Purchasing team is looking into obtaining the unit for youPlease call the CHW customer service team directly if you have any questions 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: technician didn't give us that comment and tried to cancel our policy and called several timesTransfer to cancellation department they said but never picked up and we can't cancel till today 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 our web site at [redacted] Upon review of your claim that you placed for your heating system, the technician that came to your home advised CHW that the evaporator coil was clogged and needed to be clean Having the coils clogged will not allow air flow threw and will cause the heating strips to seize Per our policy, this claim was not covered due to secondary damage The failure with the heating strips could have been avoided if you had the unit properly cleaned and maintained If the coils were clean, the failure would have been avoided.We show that your policy was purchased on 10/28/and began on 11/28/15, the claim was placed on 12/11/The failure takes time to happen; you placed your claim with us less than a month into the policy start date Coils take a lot longer than a month to clog and that lead to the failure of the heating elements Please see Section FLimitations of Liability #that states that CHW does not cover failures that are due to secondary damage.We urge all customers’ to review the policy within the day grace period that is provided before the policy begins You have this time to ensure that all units are in proper working order as well as to cancel for a full refund within this time periodBest 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 section Letter F, Number CHW is not responsible for repairs related to secondary damages 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/useragreementUpon review of your policy, we do see that the policy started on 3/23/and you placed your clam online on 4/5/16; days after the policy began.The technician that was at your home advised us that the unit had a defective spin basket and outer tubingPer our policy, Section ACoverage states in #that all units must be in proper working order on the start date of the policy CHW does not require a home inspection because we rely on our customers to ensure that all their units and appliances are in proper working order and properly maintained as per the manufactures specificationsCHW does not cover failures that are pre-existing to the start date of the policy Your unit had a failure that would take longer than the time the policy was in place to happen therefore it was not covered.We do see that you chose to cancel your policy with us and per the terms of the policy, Section LCancellations you were provided with a pro-rated refund of $293.75.We 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] Upon review of your claim it appears that the payment of $was processed and mailed to youWe ask when processing reimbursements that we are allowed business days for thisYour payment accepted on June 24, We 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 We have reviewed your claim for your AC and do see that we advised you that CHW would not be covering the cost of the repair You chose to use the technician that came to your home each time and per our policy, Section FLimitations of Liability #states that CHW is not responsible for the negligence of the technicians This was a non-covered claim and since you chose to use the technicians that came out, you are responsible for the issues that aroseIf this were to be a covered claim or not, we are not responsible for the technicians as they do warranty their work for days.We do see that you placed claims with us for this unit and all were not covered As a goodwill gesture we have placed free service call fees under your policy for any claims that you have for the future.We do regret your frustration with this claim however; CHW is in full compliance with our terms and conditions of our policy.Best regards,CHW

Complaint: [redacted] I am rejecting this response because: As previously stated your firm does not practice in Good Faith.I was initially told my claim was denied due to lack of service; this was after the $service call was paid and [redacted] was dispatched and had met with my step father How CHW made the decision that my unit was not serviced without asking me, "the homeowner" still is not clearI, later that same morning, disputed that I had my unit serviced and had receipts at home I was told to either scan the receipts or fax them to which I did.Based on CHW denying my claim on these pretenses I called a service company whom had serviced my unit in the past I had left work to meet a new technician at my home He went over the repair and stated the damage was not due to lack of maintenance Due to the higher cost associated with this company I called [redacted] to see if he could repair the unit same day; they agreed to do the job [redacted] was compliant and cooperative Upon arrival he had all the parts and repaired the unit accordingly It was again re-affirmed the damage was not caused by lack of service.I spoke with at least two representatives at CHW and I was advised at that time CHW would refund my service fee of $but would not cover the claim I specifically asked "why is that" the response repeatedly was because I did not have the unit serviced I did have the unit serviced and receipts emailed to CHW; receipt confirmed with a CHW representative on the phone with me I was told that CHW would review the receipts and call within an hour I received a call within 15-minutes and the claim was still denied due to lack of service In addition, furthermore I was told by CHW it was because a 19-pt inspection was not done This is 19-pt requirement is not listed anywhere in the warranty contract Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: The diagnosis did not indicate that poor maintenance was the causeCHW is making an incorrect assumption There was mud on the unit because it had rained for days prior to the diagnosisI would like a resolution and CHWs response is not only unacceptable because they are assuming, but also because they are not addressing the issues with the repair not being done correctly the first time and the issue with no shows 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, your policy began on 5/4/and you placed the claim for your AC System on 5/31/Based upon your statement, we understand that you had no other option but to place the last date that you remembered it workingHowever, per our policy Section ACoverage #states that all units must enter the policy in proper working orderCHW does not require an inspection of the home because we trust customers’ to read the policy and follow the guidelinesWe expect that all units to be properly maintained and for all units to enter the policy in proper working orderIf your unit stopped working the day that you placed the claim, it still did not enter the policy properly We have placed a request for our cancellations department to contact you as soon as possibleWe do apologize for the long hold times; we are experiencing high call volume 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] We regret to hear your frustrationIn review of the policy, it shows that we received an email from you on 12/13/stating that you wanted to transfer the policy to the new homeowner This request does require paperwork to be filled out and sent back to Choice Home Warranty for review Unfortunately, we did not receive the paperwork backPlease note, that monthly paying customers are not eligible for policy transfers, this would’ve been advised once we received the paperwork We were able to locate the new homeowner’s policy which confirms the purchase date of 12/16/ Your monthly withdrawal dates were the first of every month We received your request to transfer on 12/13/16, so the charge for 12/1/would not be refundable Choice Home Warranty has processed the refund for January, February, March, and April in the amount of $as of May 9, Choice Home Warranty does not condone any rude or condescending behaviorWe strive to better our customer service therefore we appreciate your feedback as we have taken this matter directly to the Director of Operations who will address this situation accordinglyWe wish you the best in your endeavorsRegards, 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 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 for your AC unit, the technician did a leak test and found that the unit was low on Freon; he stated that the leak was coming from an area of rustPer our policy, Section FLimitations of Liability #states that CHW does not cover failures due to rustAlso, this policy started on 5/7/16, the claim was placed on 6/4/a little less than a month after the policy beganThis area of a leak that was caused by rust could not have happened within the short lifespan of the policyPlease see Section A#that states “all units must enter the policy in proper working order”CHW isn’t responsible for repairs that lack proper routine maintenance howeverWe did offer to assist you in the amount of $which you declined CHW cannot cover a claim which is specifically from rust or corrosion We do regret your frustration with this claim; 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 started with CHW on 4/17/and placed a claim with us on 5/18/15; one month after your policy started According to the technician your unit was pounds low on Freon and the coils needed to be replaced due to the rust and leak Our policy clearly states in Section ACoverage that you must come into the policy with your unit in good working order You are given days prior to the coverage start date to ensure that all the units are in proper working order Also, per our policy we do state in Section FLIMITATIONS OF LIABILITY that we do not cover any known or unknown pre-existing issues; pre-existing to the policy start date CHW does expect all customers to have proper maintenance competed to their units as specified by the manufacture Please see below:ACOVERAGEAre 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.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 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.We do apologize for your frustration with this claim and that you chose to cancel your policy with CHW Since you have cancelled your policy with us, we are unable to assist you in any way with this claim.We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

[redacted] Our customer service agent explained to you that CHW only covers mechanical failures and when they were described the failure, they stated that to you Also, since our policy only covers failures that are caused by wear and tear, this does not fall under the terms.We do see that a check has been processed for the refund Our processing time is daysThank 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 policy, I do see that you have placed a claim for your Air Conditioning System on 11/1/15; you stated that the unit was not cooling properly and the compressor was not running.CHW dispatched a technician to your home who provided us with pictures of the unit and stated that the compressor had stopped working and it trips the breaker right away The pictures that were provided to us show that the unit was in poor shape and had debris inside the unitThe debris along with the statement that was provided to us upon entering the claim – the last time the unit was serviced and filter change of months, shows that the unit was not properly maintained.Per our policy Section FLimitations of Liability #states that CHW will not cover a unit that has a failure resulting from a lack of proper routine maintenance.We do see that you have chosen to cancel your policy with us rather than providing a second opinion as we had agreed to allow you to provide Due to the policy being cancelled, CHW cannot assist with the claim and offer any goodwill gestures for a non-covered claim.CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW

A review of the claim shows that CHW requested that a proof of repair be submittedHowever, what was submitted was a temporary fix to secure a leakAn invoice was sent to CHW indicating that Freon was added to the system which is not a valid repair as it will leak out againThe leak was obvious when the Freon was addedWhat was requested was documentation that would indicate that the leak had been secured, fixed properly and would result in further coverage Regards, CHW

Complaint: [redacted] I am rejecting this response because:After being contacted by Choice yesterday, with no resolution, I decided to wait to cancel because they still only offered me less than half of what I paid originally I didn't want to lose that much money, $1,vs $refund for the four remaining years, and supposedly an additional sixth year I let them know that I waited until one whole year has passed, and felt like I should be refunded the remaining four years They told me since I had multiple years that there was a different contract that I could find online (different from the booklet that they originally sent me) I went online, and it was the exact same service agreementWhich says "the term is days from the time I bought the policy It says nothing about five year policies In the cancellation section that they told me to look at, L It says that after day, "you shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a 10% administrative fee and any service costs incurred by usAgain, since I kept the contract for the whole year, I feel like the cost they incurred on our behalf should not be deducted from my refund If I had only taken out a one year contract, they would not be able to deduct any service costs incurred.I told the man I talked with that I would keep the policy for now, instead of being given the ridiculous amount that they were offering me, but that I had no confidence that if I did have a claim, they would come through on their end of the warranty, and therefore they were a scam! On the Revdex.com website they had negative comments posted to only positive Most of which were for not following through on their agreement I would still appreciate your help in getting me the fair amount of the refund that is fair, $1,divided by 4, which equals $1,Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: I have a contract stating repair of an item not working properlyThe item, a furnace, did not work until I had to pay the tech additional moneyThis is not repair of the household product, it is do as little as possible but claim somewhere in the contract there is an escape clause allowing for less than promised.Regards, [redacted]

As stated in our previous response, you are able to view our policy online at www.choicehomewarranty.com/useragreement, you can also go online to your own coverage by placing the policy number as well as the email address to view You were provided days before the coverage began to review your policy and to have all units in proper working order.We do have a check that has been authorized for you and it will be mailed to you as stated We do apologize that you are unhappy with the amount that was agreed upon, CHW is in full compliance with our policy.Regards,CHW