BASS Services

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 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 claims it has been noted that there are three claims in questionYour most recent claim was an air conditioning claim that was not covered in accordance with the policy, section Letter D, number where water leaks are not coveredThere are two other claims, one for your water heater and another for your electrical system that we have been making attempts to reach you to discussWe would like an opportunity to have these issues corrected for youPlease call our customer service team at 1-888-531- 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, we show that you purchased this coverage on 3/22/which means that your policy had begun on 4/22/You placed your claim for your Air Conditioning System days after the policy began Per the terms of the policy, it states in Section A#that all units must enter the policy in proper working condition It also states in Section FLimitations of Liability #that CHW does not cover failures’ that are known or unknown pre-existing issue to the policy.Your unit had a failure that could not have happened within the time frame of the policy; therefore the claim was not covered.If you disagree with the terms and conditions of the policy, CHW will be happy to provide you with a full refund of the policy in the amount of $77.50.We have documented the account, if you would like to cancel the policy and receive this onetime offer of a full refund, we will be happy to provide you with the refund.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 our web site at [redacted] Upon review of your policy that began on 2/6/16, we see that you placed a claim for your washer on 2/18/ It was explained to us that the failures that your washer had (transmission leaking) were failing prior to the policy’s start date This failure could not have happened within the timeframe of the policy therefore the unit did not come into the policy in proper working order Per Section ACoverage #states that all units must enter in proper working order as well as Section FLimitations of Liability #state that CHW does not cover failures due to a known or unknown pre-existing conditionWe 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 Mr [redacted] ***,Our records show that this policy is under a different name Please have the policy holder contact us with their questions or concernsOur 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 first diagnosis we received, it states that the control board failed and needed to be replaced We approved this claim and our technician replaced the control board You advised us two weeks later that your system was once again having issues We resent the claim back to our technician, and advised that he would need to revisit your refrigerator We received the second diagnosis which stated that there was a slow leak around the filter dryer which then caused the compressor to fail, making it a secondary failure Per our policy Section Letter D, Number we do not cover “ Leaks of any kind ” and Per Section Letter F, Number of the policy, we do not cover failures due to “ secondary damages ” We strive to provide the best customer experience, if someone is not in agreeance to the outcome of a claim, we welcome our customers to get a second opinion, at their expense, and submit the diagnosis to our authorization department In this case you mentioned you got a second opinion, however, we did not receive a diagnosis from your technicianPlease have your technician contact our Authorizations Department at ###-###-####, with their diagnosis for further review Please note that if you replaced your refrigerator, it was at your discretion as Choice Home Warranty did not approve this claim Our policy states in Section Letter C, Number 3, “ We will not reimburse for services performed without prior approval.”We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policyRegards,CHW

Dear [redacted] ***,To accept the goodwill gesture of $200.00, please sign the paperwork that was emailed to you by our Consumer AdvocatesRegards,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 most recent diagnosis that we received, it stated that compressor failed due the result of a bad relay The damaged relay caused extra strain on the compressor which led to its failurePer our policy, Section Letter F, Number 19, CHW is not liable for “ secondary damages ”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel your policy, due to your dissatisfactionPer your request, your policy has been cancelled as of May 25, 2017.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 in the delayCHW works to ensure there are qualified technicians that can perform the diagnosis for all customers, in all areasYou were offered the reimbursement option to assist with thisYou will be reimbursed at the CHW rates, the technician will need to call in to seek prior approval before performing the work, and this will allow you an opportunity to know if the claim will be coveredThis is an option that is offered to provide great customer service for the rare instances where a technician can’t be dispatched quicklyThe team continues to work to find a technician that will meet your needsThe notes indicate that you are aware of the reimbursement option and may choose thatPlease call the CHW customer service team if there are any questions at ###-###-#### We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

HelloThan you for paying for my dishwasher repairI will make sure to update any social media accounts that I have linked to this situation and make sure I inform everyone of the outcome of this situationThat's all I ever hoped to be able to get when I signed up for this warranty serviceI would recommend you make that liability a little more visible for customers so they don't feel cheated after getting denied for the service they thought they had signed up forI emailed [redacted] multiple and was told [redacted] would call me backI will try to call [redacted] back on June 6th to arrange thisThank You [redacted] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me 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 Upon review of your claim I do see that CHW has offered you a buy out and is providing you with $towards a new unit Please review our policy Section FLimitations of Liability #that states “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.”We do apologize if any customer service rep was rude to you, this will be addressed with their supervisor and they will be reprimanded and if needed retrained.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] ***,We regret to hear your frustration As previously stated, your claim is currently under review Once we receive an update, we will contact you with the results If you have 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: Choice Home Warranty sent incompetent companies to my house to fix a problem that was NEVER fixedI spoke with Tucker from Choice Home Warranty (employee ID [redacted] ) that not only personally spoke to the plumber who recommended a new toilet for my property but I also spoke to a supervisor who sent me a reimbursement formWhen it came time to actually installing the toilet ALL OF A SUDDEN Choice is not covering my toilet or installationEven though a plumber that has been out to my house FOUR times says I need a new toiletHow completely unprofessional of Choice Home Warranty and robberyI pay $a month for monthsThat's $I paid Choice, for what? To pay for a plumber myself to fix the problem?? I absolutely reject their email response and the fraudulent claims they make Regards, [redacted]

From: [redacted] [mailto: [redacted] ] Sent: Friday, May 12, 9:AMTo: Revdex.com Subject: Re: You have a new message from the Revdex.com of New Jersey in regards to your complaint # [redacted] I am not aware of how to respond to the business online I do not see an option I am still totally unsatisfied with the response from CHW They have since denied my washer claim a second time and forced me to pay out of pocket for another covered appliance I cancelled my service They never paid me any of the money back that I paid out or resolved any of our issues That response is just a slap in the face! Nothing was resolved I am seeking legal action against this company

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 main holding tank of your water heater was leaking and needed to be replacedPer our policy, Section Letter D., Number 6, CHW does not cover the main, holding or storage tanks.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 offered you $to assist you You agreed to settle this claim by accepting the $on 11/8/ Please allow days to process before the check is mailed outWe do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

CHWDear [redacted] ***,We regret to hear your frustration, however, please understand that the failure to the compressor and relay would take time to failYour policy coverage start date was May 17, and you stated the last time your system was working was May 27, This failure would not have occurred in days Please note that your policy has been cancelled, therefore we are unable to further assist on this claimRegards,CHW

Dear [redacted] We regret to hear your frustrationBased on the diagnoses that we received from both our technician and your technician, your heating system is currently operating and suffers no mechanical failures.At this time, no further action will be taken as there are no failures reportedWe 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] CHW billed you two payments of $for the policyOne payment was credited on 8/1/and another on 8/31/ In accordance to the policy section Letter L, which 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 incurredCHW also made an attempt to provide a goodwill gesture and assist with $towards repairs but the offer was declinedAt this time the policy is canceled in accordance with the policy 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 our web site at [redacted] We do apologize that you stated the technician misdiagnosed the system, he reported to us that the evaporator coil failed due to rust and corrosion He stated that there was a leak as well You advised us that the technician took pictures along with a video and upon review that is what we did see You also stated that the technician left the screws out but you had your own technician come and diagnose the system who stated it was a $part The diagnosis that we received by you per the second opinion was that there was a drain line stoppage and we did inform you that this would be considered maintenance which CHW does not coverPer section FLimitations of Liability #Since you had a complaint against the first technician, it is documented in your file with CHW not to send that technician back to your home Also, per our policy Section FLimitations of Liability #states that CHW is not responsible for the technician’s negligenceCHW did add a onetime free service call fee to your policy for the inconvenience however we are not able to send the technician back to your home to place screws back into the system since this was a non-covered claim You however can reach back to the technician if you would like for him to come back and replace the screws Please note that the leak test confirmed that there was a leak in the unit that was caused by rust or corrosionPer our policy CHW does not cover failures due to rust, section F#You are welcome to provide us with a different diagnosis to [redacted] Since leak detection tests are not covered but it was needed, CHW would not be able to reimburse for that test Again, you feel that it was not done properly you can reach out to the technician and speak with him about receiving those funds back The service call fee and the test for leaks, those funds do not come to CHW, they are paid to the technicianWe have provided a goodwill gesture to reimburse you for the service call fee for your next claimWe do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policyRegards, CHW

[redacted] ,We do see that you are working with one of our Managers in regards to resolving this issue for you Please contact Harry as he will be able to assist you with the resolution for this claim.Thank you,CHW

Dear [redacted] We do regret the frustration that you have had, we do see that there was a goodwill gesture offered and accepted in the amount of $as a settlement for this claim.Please note that our checks take days for receipt We are glad that we could assist you on this claim.CHW