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 www.choicehomewarranty.com/useragreementA review of the claim that you placed for your refrigerator shows that there is a Freon leak on the sealed system and it caused the compressor to overheat and go badPer our policy in section Letter D, Number states that Freon is not a covered itemThe damage to the compressor is considered secondary damage, based on the Freon leaking in the sealed system causing the compressor to overheatThe secondary damage is not covered in accordance to the policy section Letter F, Number CHW’s policy does offer replacement, however, that is only applicable to claims that are covered which this claim is not per the terms and conditions of our policy.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 requested that the part that has failed again be replaced, you will be contacted by a technician for him to come out and replace this part for you again There will not be a service call fee, this is what we would call a “recall” and he should not expect any funds from you We do apologize that this part has failed again and do hope that we can resolve this issue for you.Please feel free to contact our customer service department for any additional questions.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 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 compressor’s windings failed causing internal damage This failure is caused by a lack of proper routine maintenance.Per our policy, Section Letter F, Number 8, CHW is not liable for repairs caused by “ failure to clean or maintain as specified by the equipment manufacturer ”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel as you did not agreePlease note, if you would like to further dispute this claim, please provide us with your proper routine maintenance; you can email them to [email protected] spoke with our Customer Solution Specialist who offered to sell you a compressor at a discounted rate, in which you stated you will reach back out to us to order the compressor.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

[redacted] ,Please review our policy, Section FLimitations or Liability and you will see all the wording that states that CHW can provide you with funds in lieu of repair, as stated in #16, or CHW can provide you with funds for a part that is no longer available, this is #In reference to cancellation of the policy, please review Section LCancellations and you will see that any amount that CHW has paid for the policy, you would then provide back to us plus an administrative fee.Your policy was purchased in the amount of $however CHW paid $in authorized claims; therefore you would not receive a refund on this policyThank you,CHW

I am rejecting this response because: The acceptance criteria for when something qualifies for repair is completely arbitrary and non-transparentFrom a consumer perspective, we have an appliance under warranty that has stopped workingWe were not aware of any pre-existing conditionsChoice arbitrarily and unilaterally decides that it wont be coveredWhy did it not pre-inspect all of my appliances and let me know up-front before signing me up for the policy? Maybe I would not have purchased the policy if I had more transparency...which it did not provide Regards,

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/useragreementWe regret to hear your frustration Please understand that the free months that were given to you, is not added when calculating the refund Your refund was calculated accurately as you are entitled to a pro-rated refund Please see our policy, Section Letter L of Cancellations, as it states:This is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturerThis is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty You may cancel within the first days of the order date for a refund of the paid contract fees, less a $administrative fee and any service costs incurred by UsThis contract shall be non-cancelable by Us except for:Nonpayment of contract fees;Nonpayment of Service Fee, as stated in Section III;Fraud or misrepresentation of facts material by You to the issuance of this contract;Mutual agreement of Us and YouIf 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 incurred by Us All cancellation requests must be submitted in writing.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted] ***,Your policy has been cancelled as of 10/3/2017.Any further issues or concerns, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST.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] , please ask the business to confirm in writing that I will receive free service fees They can email me at [redacted] Regards, [redacted]

***,Per our policy, Section ACoverage #states that all units must enter the policy in proper working order The fact that this unit had so many issues shows that the failures could not have happened within the timeframe of the policy Your policy had not been open for more than days before you placed the claim and a unit could not have the failures that it had within this timeframe.CHW does understand your frustration and since you have cancelled the policy, we cannot accept a second opinion as you have tried to provide however we are willing to provide you with a full refund of the paid policy and place it back onto your credit card that you used to sign up with us If you would like the refund of $67.50, please contact us and we will provide you with an agreement that we will ask for you to sign to settle this matter.Thank you,CHW

Complaint: [redacted] I am rejecting this response because:My equipment was in working order, per my conversation with ***You said it would have taken "over a month" to fail and my policy was in fact in place for over a month.I"m uncertain as to how you continue to state that September 14th to October 26th is not over a month Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: I would not have taking a full year contract if it was not for your salesperson telling me that I would be able to stop at any time and use the months that I did not use at the time of canceling my contractIf you guys record the conversations then you should be able to bring up that conversation because I was explicit on that point and he said he guaranteed that it would be that way!!!So you're telling me that your salespeople are trained to lie to the customer to get them to sign one year, year and even year contracts!! Then when they go to cancel because of your insufficient warranty promises you tell them that they are unable to get their money back!I only wish I would have read other comments about you guys on the Revdex.com because I see comment after comment about the same practice that you are doing to me!!The problem is not with the customers the problem is with your salespeople having your permission to lie to the customers! Regards, [redacted]

Dear [redacted] ***,Thank you for your response, I am truly sorry that you haven’t received a response from me A dispute of a claim take days for review I have reviewed the claim and I do see that the unit was stated to have shorted to ground A unit can short to the ground by many different ways, it can be a lack of proper routine maintenance, lighting strike, power surge or even acid burn out However none of the reasons for the short to ground are covered under our policy.Due to the fact that you disagree with the outcome of the claim, we can offer you a refund of the paid policy in the total amount that you have paid of $250.81.If you would like to accept this, please contact us at ###-###-#### and any of our reps can assist.Thank you,Tracy M

Dear [redacted] CHW dispatched the technicians to try and get a complete diagnosis of the system and to find out if the unit was duct or not The first technician stopped working with warranty companies therefore we had to find the next one and that is why we sent out Complete Comfort Systems to your home They provided us with the correct diagnosis and we do regret your frustration but this claim is not covered due to the fact that the part is not something that is covered by our policy it is a strict exclusionRegards,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] Section Letter A, Number of the policy indicates that CHW is responsible for repairs related to wear and tearThe diagnosis received was that the failure was with a shorted to the ground compressorAs this is not deemed to be wear and tear, it wouldn’t be coveredduring the call, the representative made an attempt to explain, however, the call was disconnected 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 Upon review of your policy that started on 5/22/15, I do see that you placed a claim for your AC unit on 5/24/ CHW sent out [redacted] Services LLC to diagnosis the unit and upon his diagnosis it was stated that the unit had a broken line inside the condenser unit and it leaked Freon out Due to the fact that the policy itself had only been days old, CHW deemed that this was Pre-existing to the policy start date We were advised that it could take years for this issue to happen and although you did purchase the policy on 4/22/15, it didn’t start until 5/22/15; giving you have days to make sure that all the units in your home were in proper working order Please see 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.I do see that you have cancelled your policy with CHW and that we gave you a credit of the last payment that you made to us We do apologize but we are unable to offer you the Service Call Fee that you had paid to the technician because that was for him to drive to your home and diagnosis the unit I do apologize for any frustration that this claim has caused and we are very sorry that you chose to cancel with CHW We do thank you for your feedback as this is always helpful for our customer service and service providers.Best regards,

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 for any confusion but our checks do take a process of days to dispense We have an automated system and checks are dispensed in the order that they were authorized Your check was authorized on the date that you accepted the offer on 1/21/ However, you stopped payment on your policy therefore the check has stopped the process of dispensing Once your policy is updated to a current status and not past due, we will be able to process your check You are currently past due $on your policy.We do regret your frustration however; CHW is in full compliance of our terms and conditions of the 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 see that you purchased your policy on 9/11/and the policy began on 10/11/ CHW provides days before the policy begins to review the coverage and to ensure that all units are in proper working orderWe also send an email when you sign up with the policy that you purchased This also includes ways to see the policy just as you did when you entered your first claim on 1/18/16.CHW does provide coverage for all units in the home and unfortunately as other companies do, we have exclusions to our policyAgain, this was presented to you when you purchased the policy also as stated above, anyone can view our policy as it is on our website for anyone to view.We do see that CHW has been able to assist you on previous claims for your air conditioning system on 11/2/15, Also, your plumbing system on two occasions once on 12/7/and then again on 1/2/16.On 1/18/16, we see that you had a claim for your heating system and that claim was not a covered claim because we do not cover the sub panel We also see that the electrical claim that you had with us has been suspended because we have not been able to reach you and find out if the technician assigned was able to resolve the issue you had in your kitchen.Per our policy, any time a technician is dispatched we do require a payment to that technician for the service call fee This payment is not paid to CHW but to the technician and then CHW does pay the remainder of the fee which is $plus their trip charge As a onetime courtesy we have added a free service call fee to your policy [redacted] for any inconvenience that you had endured Also, per the policy if you chose to cancel you would have to abide by the cancellations section of our user agreement You can find this in your policy in Section LCancellations This states that you will be provided a pro-rated refund for your policy and charged an administrative fee of $Please read the section before you chose to cancel.We do regret your frustration with this policy; however CHW is in full compliance with our terms and conditions.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 www.choicehomewarranty.com/useragreementUpon review of your claim, we did receive a diagnosis that the blower wheel was broken and the blades were also broken Our inside technical staff reviewed the diagnosis along with the pictures and stated that this is due to a lack of proper routine maintenanceYou are welcome to provide us with routine maintenance records as it states in Section FLimitations of Liability #and we will have our authorization department review them Please send them to [email protected] 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 for your AC system, we do see that the unit had a leak that caused Freon to leak out The leak was caused by corroded areas of the unit Per our technician it was advised to us that the copper does corrode and it causes pin holes in the copper which then will cause the unit to leakPer our policy Section FLimitations of Liability #and #state that CHW does not cover failures that are cause by rust or corrosionWe do see that we have offered you a goodwill gesture in the amount of $to assist with this claim however you have declined our offer stating that you believe this to be a covered claim In this event, you are more than welcome to provide a second opinion to us and we will review the new diagnosis We are not able to provide coverage for this claim with the diagnosis that we haveWe do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policyRegards, CHW

[redacted] Our policy was provided to you before the start date of your coverage We do expect all customers’ to review the terms and conditions and if they disagree with the terms and conditions they are then permitted to cancel with a refund however once the policy begins, you are not entitled to a refund, you are entitled to a pro-rated refund and if CHW has paid any claims of yours which we did, that amount comes out of the pro-rated refundThe items that you listed are not covered under our policyAlso, the offer that was provided to you in our prior response was before you had accepted the previous claim payouts The amount that you paid for this policy was $and CHW has now paid a total of $which leaves centsWe do regret your frustration however we are not able to provide you with a refund minus paid claims since there is nothing left of what you had paidIf you would like to accept a onetime free service call fee, we will add it to your policy Please contact us at ###-###-#### and you can speak to any of our customer service agents who will provide the onetime free service call fee for youThank you, CHW