BASS Services

Complaint: [redacted] I am rejecting this response because:I WAS NEVER ASKED TO PROVIDE PROOF OF MAINTENANCE AND NEVER RECEIVED A COPY OF THE CALL REPORT WHICH I ASKED THEIR CONTRACTOR.THE PROBLEM WAS FIXED BY ANOTHER CONTRACTOR BY REPLACING A CAPACITORCHOICE HOEME WARRANTY IS NOT A LEGITIBLE COAND SHOULD NOT BE ALLOWED TO TO DO BUSINESS ANY WHERE 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 it appears your claim was processed in accordance with the policy section Letter F, Number CHW isn’t responsible for repairs related to lack of maintenance We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

According to the manufacturers specifications indicated in the units documentations, it specifies what preventative maintenance isSection 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”CHW doesn’t maintain any records of maintenance that has been performed due to this exclusion in the policyConsumers also do not have to use the technicians that are sent to CHW to do repairs that aren’t coveredThe technicians aren’t referred for anything other than what they are assigned to diagnose during the claimSection Letter F, Number of the policy 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 damages” 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 it was processed in accordance with the policy section Letter F, Number in which CHW is not responsible for repairs related to lack of maintenanceHowever, although it is not required, CHW invites you to submit your maintenance records indicating your unit has received routine maintenanceThe policy indicates that 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 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: Work would have been completed had choice warranty homered the agreement rather then making stuff up to avoid payingYou claim the drain si rusted and corroded, yet its plastic, how can it rust? You claim the shower pan is cracked , but I see no visible cracks simply surface scratchesYou make stuff up to avoid payingAgain I request a refund for the service charge Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: Company didnt offer to pay for leak test as courtesy thats a lieThey offered a free service call for next claimWhich is $If the leak test was going to be covered then why would I cancel? You all didn't want to fix the AC and that is how you didnt honor your contract Regards, [redacted]

The following are the claims that you had placed with CHW:Claim # [redacted] on 5/28/for your ACClaim # [redacted] on 5/26/for your ACClaim # [redacted] on 4/21/for your Plumbing System Your policy started with CHW on 5/13/15, we are not able to cover the claims due to the fact that all systems must come into the policy in good working order Per Section ACoverage Are 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.Thank you for coming to a mutual agreement with us and sending us the form as you stated We have received the signed statement and you will be refunded for both of your properties in full For policy [redacted] you will receive $and for Policy #: [redacted] you will receive $680.00.Respectfully,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/useragreement.com.I do see that there was a claim placed for a plumbing issue and I do see that the service provider stated that he did diagnose the unit Upon your request we did attempt to dispatch a different technician and also advised you that we have a reimbursement option for our customers We advised you that we would send you a form that you would have the technician fill out and upon his diagnoses he would have to contact us before any work was completed You stated that you did not want to find your own technician that you would like for us to continue to look for one in your area, as we did Before we were able to provide one to you, you cancelled the policyBeing that you have already cancelled your policy, CHW would not be able to provide a full refund We do apologize for any frustration that you have had with this claim.As per the claim, CHW is in full compliance with its terms & conditions We do urge customers to read the policy to fully understand what is and isn’t covered If you should have any questions or concerns, please feel free to contact us You can always view the policy online as stated above.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 for the misunderstanding and miscommunication regarding your policy and the limited roof leak coverage that is offered as an optional serviceThe policy was purchased on 3/18/with an effective date of 4/18/and the policy was sent for reviewThe policy that was sent indicates all of the coverages that are effective including the additional optional coverage on the septic tankNotes indicate that you have spoken with a manager at CHW that provided you with the information needed regarding the limited roof leakPlease call the customer service team directly at ###-###-#### if you have any questions, however, at this time, this is an optional coverage that wasn’t on 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 [redacted] CHW received emails from you indicating that you were initially waiting for the technician to come out and evaluate the unitAnother email was received indicating that the technician provided you with a quote to submit to CHW, however, he refused to cooperate so the work was never doneEach time, CHW acknowledged your emailsOn 8/11/16, CHW received a diagnosis that the heat exchanger was cracked due to rustSection Letter F, Numbers and state that rust and corrosion are not coveredHowever, CHW attempted to work with you, however, you declined any offers to assistAt your request, the policy was canceled 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: As is perfectly understandable, the story you are given about a product or service when you are being swayed towards purchasing the same is much more loosely presented than when you are trying to use the service you paid your hard earned money for To begin with the salesman on the phone explicitly told me that he would lower my technician charge to $in stead of $ Lies to start with and then he stated that "everything" in my condo would be covered (appliance wise)Also, what about that one month free...of course that month is to be used at the end of the year not the first monthNow I wonder why that is..HUMMMMM Are all of us sheep supposed to accept the way some company's conduct their inappropriate business? I DON'T THINK SO!!!!!!!!!! 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 seriouslyChoice 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 www.choicehomewarranty.com/useragreement A review of the claim shows that it was processed according to the policyThe initial diagnosis that we received on January 11, stated that your heating system needed a high limit switch, in which we did coverWe received a call from you on January 25, stating that your heating system was continuously running; we then resent the work order to the technician The second diagnosis received January 25, stated that there was a short in the wire that required wire tracingSection Letter D, Number of the policy states that we do not cover “ wire tracing ” Due to the primary failure, the short in the wire, it caused the new high limit switch that was recently installed, to melt, making it a secondary failurePer our policy, Section Letter F, Number of the policy states that we do not cover “ secondary damages ” as well as “technician’s negligence” Since you chose to replace the unit rather than have the wire tracing completed or provide CHW with a second opinion, per our policy Section C#3, CHW would not provide the funds of the new unit since it was replaced without authorization 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 claim, we do see that the failure of the unit was due to a lack of proper routine maintenance The diagnosis stated that the filter was dirty, there was an excessive amount of dirt, debris buion the motor and wheel which caused the unit to fail Per our policy, Section FLimitations of Liability #12, CHW does not cover failures that are caused by a lack of routine maintenance.The pictures that we had received show a unit that was neglected and again, we do not cover failures that are due to lack of maintenanceWe 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 www.choicehomewarranty.com/useragreement A review of the claim shows that the claim was handled properlySection Letter C, Number of the policy indicates that authorization is required to be reimbursed for repairsWhen CHW does provide reimbursement, it is done at the CHW ratesBased on the information that was received, you were reimbursed on the CHW ratesThe diagnosis that CHW received from the technician that was initially sent was that there was a sediment build up and the water heater needed to be flushedThis isn’t covered as it is considered maintenanceSection Letter D, Number of the policy indicates that this is not coveredWhen a claim is a non-covered claim, customers are invited to obtain a second opinion at their costsThis information needs to be submitted to the authorization team at CHW, in which an approval will be provided for repairThis wasn’t doneHowever, in the interest of customer service, CHW did make a decision to provide a payment in the amount of $150, which is comparable to the CHW ratesThere is no reimbursement for time missed from work or hotel accommodations that were madeIf there are any questions, please call the CHW customer service team at ###-###-#### 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 http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claim, I do see that we had resolved this issue with you and have provided you with a buyout in the amount that you had agreed to of $ We do apologize for any frustration with this claim and do value you as a customerYour check was authorized on 10/16/and does take business days to process.Respectfully,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 do see that you have had several claims not only for the Air Conditioning System but others as well to equal the amount of $ However, reviewing this claim, we do see that the failure that occurred showed to be a lack of proper routine maintenance CHW will be happy to review the claim again if you can provide us with records showing that you have had routine maintenance as specified by the manufacture; which is per our policy that you do Please see Section FLimitations of Liability #12.Please kindly send your routine maintenance records over to [redacted] for our authorization team to review claim.We do regret your frustration; however CHW is in full compliance with our policyThank 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 to the policy Section Letter F, Number CHW is not responsible for repairs related to any repair, replacement, installation, or modification of any covered system or appliance arising from a manufacturer’s recall or defect of said covered items, nor any covered item while still under an existing manufacturer’s, distributor’s, or in-home warranty 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] A review of the claims shows that the claims were handled in accordance with the policyThe claim for the dishwasher, although a non-covered claim, CHW did pay for the repairs as a goodwillSection Letter D, Number indicates that doors, hinges, handles and door gaskets aren’t coveredThe diagnosis was that the door springs needed to be repairedThe claim placed online for the water heater indicated that the tank was leaking waterSection Letter D, Number of the policy indicates that CHW is not responsible for repairs related to the main, holding or storage tanks of the water heaterCHW will handle those repairs that are covered under the policy CHW values all customers and wouldn’t want to lose customers, however, in the event you would like to cancel please reference section Letter L, Number of the policyYou may call the CHW customer service team directly at ###-###-#### for assistance 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 refer to our policy, Section Letter D., Number 6, CHW does not cover the main, holding or storage tanks.CHW values your business therefore our Consumer Advocate will contact you directly via email to assist you with your requestsWe 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] Upon review of your claim, we were advised that the failure was caused by the evaporator coil rusted out causing a leak, this caused the system to run continuously and burnt out the variable speed motorPer our policy, Section FLimitations of Liability #states that CHW does not cover failures due to rust Also, Section F #states that we do not cover failures that are caused by secondary damageRather than cancelling the policy, you could have had a second opinion but you did chose to cancel the policy and therefore we are not able to provide any assistance for this claimWe do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policyRegards, CHW