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 Upon review of your claim, we do see that a check in the amount of $was authorized for your unit as a buyout Our checks do take business days from the date of the authorization We also see that the check should be mailed out this week and you will receive it shortly.If a check does not reach you after it has been mailed out of our home office, we can reissue a check but the customer will be charged $for the stop payment on the previous check If it has been days or more, CHW will then reissue the check at no cost.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW

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 meShould the business continue to call after this time I will reopen or send another complaintThank you for your assistance Regards, [redacted]

Dear [redacted] ,Upon review of your policy, we do see that there had not been any payments that were made since March 2, After we advised you that the policy was past due, you did not attempt to contact us to make a payment, therefore the policy would be cancelled.In reference to the claims that you placed, CHW did provide service at no cost for the claim that was placed on 5/6/for the refrigerator however we are not able to provide coverage for the water heater due to the fact that the claim is not a covered claim and the policy is now cancelled.We do regret your frustration however CHW is in full compliance with the terms of the agreement.Thank you,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 However, your contract states that i"We have the sole right to determine whether a covered system r appliance will be repaired or replace WE ARE RESPONSIBLE FOR INSTALLING(I N S T A L L I N G) replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color." I am quoting #under "Limits of Liability" I did not accept your replacement because [redacted] has several recalls for units catching fire and the reviews of that model are not good, particularly stating not getting dishes clean I chose the $$ instead of replacement and am having a unit delivered that is comparable to mine, not a unit with less features and bad reviews Nowhere does it state that if I choose to have my own unit purchased to replace one YOU COULD NOT REPAIR that you would not cover installation of that unit I have worked with other warranty companies and had to have an appliance replaced and I paid for anything above the cost of replacement(bringing it up to code) however they had the unit installed and had I bought my own unit, they would have installed it and given me $$ towards the new unit up to a certain amount Regards, [redacted] ***

Dear [redacted] and [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 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 out of 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 were not satisfied We strive to provide the best customer experience, therefore we offered to pay $towards your leak test You accepted this offerBased on the leak test, it stated that the condensing coils and fins were dirty and clogged up This is what caused the unit to lose air flow and restrict the unit This failure occurred from 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...”If you would like to dispute this claim, you can submit your maintenance records to [email protected] for review If the review proves that the system was routinely and properly maintained, we would adjust the outcome of the claim accordinglyWe do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

[redacted] ,CHW does not cover failures that are caused by an improper installation or an improper repairSince you clearly disagree with the outcome of this claim, you are more than welcome to provide us with a second opinionPlease have the technician contact us at ###-###-#### and we will be happy to review the new informationThank you,CHW

Complaint: [redacted] I am rejecting this response because: They are lyingThis so called manager was the absolute WORST experience the whole timeShe is the one that enjoyed my frustrations and basically treated me as if I were at her mercyAnd yes, I wasI still am and I just don't have the strength to do this song and dance with themFine I dont get a washerwhateverI do NOT want to ever deal with these people againNeither will any of my friends and familyI dont want their service after an experience such as this oneI want out of this and want a refund for the remaining months Regards, [redacted]

The CHW policy indicates that in section Letter C, Number that, “Upon request for service, We will contact an authorized Service Provider within two (2) days during business hours and four (4) days on weekends and holidaysThe authorized Service Provider will contact you to schedule a mutually convenient appointment during business hours” The claim was placed online at 3:am on 8/30/16, a technician was assigned on 8/30/at 7:07amLeaks are not covered under the terms of the policy so the Freon leak wouldn’t be coveredHowever, as this is a new unit, CHW doesn’t cover it, the manufacturer should Regards, CHW

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 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 internal windings in the compressor shorted to ground This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor.Per our policy Section Letter A, Number 2, CHW covers failures that “Become inoperative due to wear and tear ”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfiedWe strive to provide the best customer experience, therefore we offered you funds in the amount of $to assist you on this non-covered claim, however you declined this offer.You spoke with our Customer Solutions Specialist who informed you as a goodwill gesture, we would cover the cost of the compressor however you would be responsible for the laborPlease contact our Customer Solution’s Department at ###-###-#### Monday-Friday 9am – 6pm EST to discuss the details of this claim We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted] ,After reviewing your claim, we did advise you that you were permitted to send in records of maintenance however you chose not to do so Per our policy, Section FLimitations of Liability #states that all units must have proper routine maintenance as specified by the manufacture If you could provide us with routine maintenance records, CHW would be willing to reopen your claim However, if you are not able to provide such records, CHW is willing to provide you with a refund of the policy’s amount minus the amount that CHW has paid on claims You paid CHW $for one year and CHW has paid $390.21, being that the policy will end on 11/28/16; we are willing to provide you with the difference of $137.79.If you would like to accept our offer, please contact us If you have routine maintenance records, please send them to [email protected] 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 claim it appears that your claim was processed in accordance with the terms of the policy section Letter A, Number CHW is not responsible for repairs related to known or unknown preexisting conditions We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy 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 upon receipt of a full refund as offered by Choice Home Warranty Until the refund is in my possession, my complaint is unresolved 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 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 do see that the failure that occurred was caused by rust and corrosion Per our policy, Section FLimitations of Liability #and #state that even if the rust is normal, CHW does not cover this failureAs a good faith offer, we have added a onetime free service call fee to your policy for the next claim that you might have to place.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] Upon review of your claim it appears that your claim was processed in accordance to the policy section Letter D, Number which indicates that leak detection tests are not coveredAlso in the policy Letter F, Number which states “ .malfunction or improper operation due to rust or corrosion ..” is not covered by CHWCHW doesn’t require inspections before providing coverage as there is a day period between the sale date and the effective date which is meant to allow the customer an opportunity to be sure that everything is in proper working orderContinued proper routine maintenance of the unit would expose leaks and other issues of the systemSection 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”Based on the coverage that is provided and the exclusions outlined in the policy, rust and corrosion aren’t coveredPlease accept the apologies of CHW as it is not a practice to have representatives that are rude and this is not acceptable at allAlthough all of the calls are not recorded, many calls are and CHW will review the records in an effort to locate the call and handle the matter accordingly We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear *** ***, Per the diagnosis that we were provided it does show that the leak happened due to rust or corrosionWhich although may happen as wear and tear but it is an excluded portion of our policy If you disagree with the outcome, you are welcome to provide us with a second opinionKindly have your new technician contact our authorization team at ###-###-#### and they will review the claim Thank you, CHW

Complaint: [redacted] I am rejecting this response because:I agreed to the $when I was told by a CHW representative the out of pocket cost to replace my unit would be a total of $After speaking to the owner of the HVAC company, the representative at CHW asked for the quote if CHW were to supply the equipment for them to replaceThis information was withheld from meThe HVAC owner emailed me the invoice which is $which adds $from what CHW originally told meWhen I questioned the $the owner advised me that CHW is refusing to purchase the equipment and that I am being billed for itI agreed to the amount from CHW under pretensesAs I stated before, my entire AC unit is covered under page of my contractIt has been three weeks that my family has been living with no Air Conditioning, and that is the only reason why I agreed to such a heinous amount of "good will credit" so I could get the ball rolling with getting my unit replacedThis company provides its customer with a sense of direction in every aspect of their businessIt is completely insane that I have to go through all of this when CHW sent an HVAC company to me for them to turn around their diagnosis to get out of paying for the replacement since it cannot be repaired, as stated in my contract! 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 claim for your Oven, we have reached out to our authorizations team to find out how to assist The oven itself was very old, in poor condition however we are willing to assist but we do need to review this again with our authorization team.You will hear back from CHW in reference to this claim shortly.Regards,CHW

Dear [redacted] ***, We regret to hear your frustration and your wish to cancelIf you would like to cancel your policy, please contact our Customer Solutions Specialist directly at ###-###-#### Monday-Friday 9am to 6pm EST.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

[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] All of our information was sent to you upon your start date as wellYou did receive a hard copy and an email with the policy’s terms and conditions.Upon review of this claim, I do see that it was a non-covered claim and CHW has agreed to provide you with a goodwill offer in the amount of $ We do apologize for the mishap that had happened but unfortunately we are not able to cover the cost of the non-covered claim due to the check not being sent out on time We do see that the check has been mailed and you should be receiving it shortly.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 Best 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 that began with us on 9/26/15, we do see that you placed a claim for your oven and we did advise you that it was not a covered claim due to the fact that all four heating elements went out and the technician advised us that this was a known or unknown pre-existing issue to the policy’s start dateThis would be under Section FLimitations of Liability #1.You did request a full refund of your policy and CHW had provided it to you in the amount that you had paid for this policy, $ We are not able to refund you for the policy that you had with us prior to this one that stopped months prior to you signing back up with us The previous policy had stopped due to non-payment and we cannot provide you a refund on a cancelled policy We again did however provide you with the full refund of this current policy.Respectfully,CHW