BASS Services

[redacted] ***< [redacted] >2:PM (minute ago)tomeDear [redacted] ,Thanks for responding to my complaint regarding Choice Home Warranty.In my complaint, I made a mistake in saying that there was a crack in the compressor, but it was a Crack in the Heat Exchanger.My unit had to be replaced by me because they denied my claim.This problem cannot be repaired and can cause carbon monoxide to enter the vents in the home..I have documentation from their sub contractor.I am sorry about this mistake,but my mom just passed away on 4/17/in Brooklyn NY and I just returnedI am not too well right now.Thanks for your help.Sincerely, [redacted] ***

[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

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

Complaint: [redacted] I am rejecting this response because:the offer was actually for $600, not $Either way, this offer does not satisfy the cost to replace the refrigerator with a refrigerator with similar featuresI asked for a replacement unit instead of the cash, or $in cash as that would be the cost to me to replace the damaged unit$is half of the cost, so I do not understand how this is "in lieu" when "in lieu" would be $or a replacement refrigerator Regards, [redacted] ***

Once again we apologize for the delay in having a technician assigned to your claimI have reviewed the claim and it appears that we have been able to locate a technician and you have an appointment scheduledWe are hopeful that we will be able to have this resolvedRegards,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 claims it appears that there hasn’t been a diagnosis submitted for either of the unitsThe air conditioning system claim needs to have a leak detection test needed to isolate the area where the leak isOnce this done, the results, including the pictures need to be submitted to CHW to make a claim determinationThe leak detection tests is not an expense that is covered by CHW as outlined in section Letter D, Number The claim for the furnace hasn’t received a diagnosis to date as the technician hasn’t submitted one to CHWThat claim remains in appointment statusIf you have any questions related to the claims please call the customer service team directly at ###-###-#### We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear , 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] After reviewing your account and in the interest of customer service, we would be happy to speak with you regarding a refund of your policyPlease 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

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 oven and do see that we have provided you with an amount per 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.CHW has authorized a check in the amount of $that will be sent to you in days of the authorized date We understand that sometimes the amount is less than what you had paid for your unit but your unit was also years old CHW has provided you with the funds pursuant to our policy When a customer signs up with our policy, they do have days to review the policy at that time they are able to cancel the policy and receive a full refund You have been with CHW since and we have covered $ in authorized claims, using the same policy that we have provided you with the funds for this claim.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

The cost to repair the dryer wouldn’t be worth the actual dryerAs such, in accordance to the policy, CHW has opted to exercise the policy limitations of liability, which is relative to the claimSection Letter F, Numbers and of the policy which states, “We have the sole right to determine whether a covered system or appliance will be repaired or replacedWe are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or colorWe are not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governments ..” and “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” Based on the diagnosis that was received the unit needed to have a new control board and wouldn’t be worth the repair Regards,CHW

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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] *

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, we do see that the motor is not working and this was discovered by replacing the other parts The unit had a failed diverter motor; when this failed it caused the control board to short outPer our policy, this is considered to be secondary damageWe do apologize if anyone in our company was rude to you in any way, CHW does not condone this type of behavior and we have reported this to the COO of the companyThe phone conversation will be pulled and the supervisor will be handled accordinglyAs a goodwill gesture, we see that you were offered either a free service call fee or a free one month’s serviceKindly contact us to advise us how you would like to proceedWe do regret your frustration with this claim; however we are in 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 claim, you stated that CHW did not dispatch a tech for days; our records show that we did in fact dispatch the technician the same day that you had called in the claimPer our policy, the technician has 24-hours to contact you to schedule an appointment If you do not want to wait for that provider you can hire your own but as per Section CService calls, you must have prior authorization for the work that is completed In this case, we are trying as a goodwill to reach out to the tech to receive diagnoses on your unit and if possible we will refund you at CHW rates.In the future if you would like to use your own technician or think that CHW is taking too long, please ask for our reimbursement option and the customer service will explain to you in detail of what to do and they will send you a form.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 If you would like to cancel your policy, please refer to Section LCancellationsYou are not entitled to a full refund but we can cancel your policy and provide you with a pro-rated refundWe do apologize for any rude behavior that was given to you.Best regards,CHW

This claim was processed in accordance to the terms of the CHW policyUnder the terms of section Letter F, Number 19, secondary damages are not coveredThe damage was already done since the compressor had failed and the Freon was lowNot only was the Freon low, but the unit was shorted, windings were badIf you believe there was an error on behalf of the technician, please contact that company directly as we are not responsible for any negligence done by the technicianRegards, CHW

Complaint: [redacted] I am rejecting this response because: That is the wrong claimI am referring to claim number [redacted] for a refrigerator not working in FloridaThe icemaker not working claim was for my house in ConnecticutTwo totally different claims 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, we do see that as of today 2/12/the claim has been taken care of and that the issue has been resolvedIf for any reason this was not completed, kindly contact us at our toll free number ###-###-#### and please let us know so we can contact the technicianWe regret your frustration and look forward to assisting you on future claimsBest regards, CHW

We are not able to cover the claim as we have stated several times We offered you a good will gesture not to cover the unit but to help you with the repairs or replacement We do not expect a customer to stay with a company that they do not feel is fair, therefore, we offered you your money backCHW is not obligated to offer anything to you for this unit because it is not a covered item The compressor shorted and that happens over a long period of time, longer than your policy was in place (less than a month) We have offered to refund you the amount that you paid for the policy $in total ($a month) or the $as a goodwill gesture It is up to you if you would like to accept either one or none at all CHW has gone above our guidelines to assist you with this claim.Regards,Tracy

On 3/17/15, you placed a claim for a Plumbing Stoppage at that time you had requested to use your own technician CHW advised the you that he may use your own technician but you have to have the technician contact our authorization department in order to receive an authorization for any work performed We explained to you that per our policy, Section CCoverage # We have the sole and absolute right to select the Service Provider to perform the service; and We will not reimburse for services performed without prior approval.On 4/29/15, we received an invoice along with the your reimbursement form from the technician stating that you did have the work completed the same day as the claim was placed We contacted the technician and we were advised that there was a broken pipe for an outside hose bib On 7/16/ We explained that we had spoken to the technician and per our policy, Section D#states that we do not cover Hose Bibs You stated that the technician did not use that terminology and wanted us to contact him back.On 7/29/15, we were able to reach the technician again and confirm that the issue was in fact a hose bib that had the failure We contacted you to call us and on the same day we explained to you that we had spoken to the technician and again, per our policy Section DCoverage #Plumbing Stoppages under Exclusions “ hose bibs ” are not a covered item.You again contacted us on 7/31/again to review the claim and we again provided the information from the technician and explained to you that if you felt that this is an error then you should have the technician contact our authorization team and provide us with a different diagnosis but as for the diagnosis that we had received the claim was not covered.We do regret your frustration with this claim however; Choice Home Warranty was in full compliance with its terms & conditions Thank you,CHW

Dear [redacted] ,Please understand that these funds were paid to CHW.If you would like to further dispute the service call fee that was paid to the technician, please contact the technician [redacted] at ###-###-#### Regards,CHW