BASS Services

We do apologize that you are upset with this claim, our records show that this policy has been cancelled and due to that fact we are unable to approve this claim that we deemed as not covered On 6/11/15, you spoke to one of our Managers here and you did confirm that your technician explained to us that the unit failed due to rust, again or policy doesn't cover failure with rust.Regrettably, this claim and policy have been closed per your request.Respectfully,CHW

Complaint: [redacted] I am rejecting this response because: Regards, [redacted] This does not address the issue of the 1st company assigned to my case and did not show up and I called CHW to state my dissatisfaction with the company assigned The 2nd company assigned [redacted] showed up on 6/7/and resolved the issued So I did not call any technician or company on my own

Dear Sarah [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 has been determined that your claim was processed in accordance to the policyThe policy states in section Letter D, Number that leak detection tests are not covered 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 claim, we do see that the Air Conditioning claim was not covered due to the diagnosis that was given to us We were advised that the unit had a Freon leak that caused the compressor to failA leak in the unit causing the compressor to overheat is considered to be secondary damage and that is not something that is covered under your policy Please see Section FLIMITATIONS OF LIABILITY 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 damagesYou expressly waive the right to all such damagesYour sole remedy under this agreement is recovery of the cost of the required repair or replacement, whichever is lessYou agree that, in no event, will Our liability exceed $per contract item for access, diagnosis and repair or replacement.We understand the frustration with this claim and we do not want you to feel as though we are in any way falling short of our policy We would like to offer you a goodwill gesture of $towards the claim, we are also offering to place a free service call fee onto the policy for any future claims that you might haveWe always urge our customers to read the policy as stated it is online for all to view on our websitePlease advise is you would like to accept this offer as this claim is not covered but we are willing to assist with a good faith offer of $200.CHW is in full compliance with its terms & conditions Respectfully,CHW

I am rejecting this response because: I am not going to go back and forth with this company because it is a waste of my time It is more beneficial to me and more damaging to this company's reputation if I just place this complaint on the Revdex.com's website After all, it is just $People use the Revdex.com to search whether a company is reputable or not These types of complaints against a company weigh heavily on a person when doing their research No company wants complaints showing up against them That was evident when I spoke to Russ, the Manager, and after not getting any satisfaction of settling this claim from him, stated that I would report them to the Revdex.com, and voice my complaint via social media He then started doing back flips in order to prevent me from doing this He stated that they would like to avoid this if possibleTHat is why he offered to pay for half of my claim However, I just can't end this dispute without getting a few things straight regarding their response to my complaintFirst, as stated by Choice, I filed this same claim three different time with them The first claim submitted on 5/7/was for a cracked pvc pipe leakIt took Choice several days and many phone calls later for them to even find a pool company that would work with them (their words not mine) From the beginning they stated that if I didn't want to wait for them to find someone I could hire my own company and they would reimburse me for my cost That is what I did and had ***'s [redacted] companycome out and repair the leak which cost me $ When I turned it in, they stated that it could not be covered because it was pre-existing This company needs to quit making customers pay for a 30-day wait period (which I did) if after that day wait period which I was told was for the sole purpose of preventing pre-existing conditions, they would still consider a claim a pre-existing condition As to the technician stating that my equipment was not maintained properly, this is the first time I have heard that They also are stating now in their reply that their technician stated that the original leak in the pipe was not fixed properlyTheir technician never came out originally to see the leak in the pipeIf you remember correctly, because he was taking forever to get out here, I opted to use another pool company to diagnose and fix the problem Choice is just making up things now to make their case I don't know what you can do to maintain above-ground pvc pipes As stated previously, I run my pool year-round and my pump, pool filter and pool heater, as well as my above ground pipes were working fine I further noted that I had another home warranty up until the day before my contract took effect, so I would have turned it into them if there had been a problemSince I paid for the repair I did not know I needed to send a copy of the repair costs into Choice The claim on 5/25/was for a totally different problem The control valve on my pool filter was not working properly When you would put it on different settings, such as backwash, or recirculation, it would cause [redacted] to leak out of the pool's waste pipe which is not normal when I called and reported the problem, it took me minutes to get the representative to understand that this was a totally different problem The word 'leak' was causing her problems The first claim was a leak caused from a crack in the pvc pipe on a different area of my pool pipesMaybe I should have used the word run out of the end of the waste pipe when I reported the faulty control valve Honestly, Choice needs to hire competent agents who can understand compaints better, especially in the pool complaint area They are very inadequate when it comes to pool and spa equipment When I called back on 5/27/to check on the status of when the pool company would be coming to my house she said I would need to send a copy of my priior claim's repair receipt which I did immediately She must have assigned me another claim number at that time for this same compaint, the control valve problem, because I never had three claims during that time period To my surprise, I was shocked when they said they would not cover this totally different claim because it was considered pre-existing also This company needs to get their facts straight on my claims and quit reporting information Lastly, you state that a policy cannot be cancelled at will during the policy periodI asked specifically, when I signed up if I could cancel my policy at any time during the contract period, I was told yes Maybe you need to give your agents a refresher course on this also Bottom line, file my complaint with the Revdex.com, and I will wash my hands of this dishonest company These type companies don't last That will be satisfaction to me Thank you for your time!

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 in which CHW is not responsible for repairs related to 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 damagesYou expressly waive the right to all such damagesIf the technician caused damages to your garage door, you will need to discuss this with the technician 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: Just as I stated in my complaint, the system had to be taken apart in order to see the coils and the technician did not take the system apart in order to do that, and I requested the pictures and no one has sent them to me yet And whoever wrote that response is only going by what they were told, I was here with the technician and I know for a fact that he did not take the system apart to even see the coils and I will continue to stand on what I know happened and what did no happen This company is flat out avoiding the truth 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 https://www.choicehomewarranty.com/user-agreementAfter reviewing your claim, we do see that you were offered half of the cost Due to the form not being sent to you, I have reimbursed you for the full $that you spent on the part We would not provide the service call fee and we would subtract our service call fee Please note that you will be refunded the $in days from today 2/13/18.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Thank you for your response, we are very sorry for the frustration with this claim We are not able to approve the amount that you have listed as it does exceed our maximum amount that we would offer for a covered claimWe did offer you a goodwill gesture for the unit as it is a non-covered claim per our technicians diagnosis and the pictures that we were given by him of your unitWe did ask that you sign a form because if we are to pay any money towards a claim that we feel is non-covered we feel as though you disagree with our policy therefore request that you cancel the policy with us I am sure that you would not want to have a policy with a company that you disagree with the terms and conditions.The pictures show the pad that the unit sits on can barely be seenMost of it is buried under the dirt, this dirt is also as high as the grills, causing a lack of airflow on the unit this caused the compressor to over heat and failI do understand that you feel as though this claim is a covered claim, per our policy it is notPlease see our policy Section FLIMITATIONS OF LIABILITY 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.Since you have had the unit replaced, CHW does not pay for claims completed without prior authorization and this claim was not authorized as it is a non-covered claimOur offer of $stands as a goodwill gesture for a non-covered claimRespectfully,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 This was a partially covered claim Based on the diagnosis that we received, it stated that the condenser fan motor and the capacitor failed and needed to be replaced CHW covered this repair In addition to that the electrical sub panel also failed and needed to be replaced Per our policy, Section Letter D, Number 7, CHW does not cover “ disconnects/sub-panels ”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 have applied a onetime free service call fee onto your policy, for your next claimWe 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: I'm contacting you in reference to the pool as well as if I choose to cancel, what my refund would beIts very clear if you look at the correspondenceAlso, I did not spell it incorrectlyI responded directly to the email you sent meFurthermore, once it bounced back, I emailed Tamar and stil have not received a response from her Regards, [redacted] ***

Dear [redacted] ,The technician stated that you had someone come to clean the condenser before he arrived the second time but by that time the unit had a leak in the coils and a bad compressorHaving the condenser will not stop the rusted area that the leak was coming from This leak is from not maintaining the unit properlyThe unit was out of Freon due to this issue as wellCHW cannot pay or assist for a claim that the policy is past due and the other policy you did the same thing, you stopped paying and are behind payments The first policy is cancelled due to this non-paymentIf you would like to cancel the policy, we would be able to do so for you but we are not able to do so without your approvalAgain, you have policies and one has been cancelled already for the missed paymentsIf you intend to do this again, we can make it easier to just cancel the policy for you.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 [redacted] A review of the claims shows it was handled in accordance to the policyThe diagnosis that was received from the technician was that the heat exchanger was rusted and in accordance to the policy, section Letter F, Numbers and 8, rust and corrosion aren’t coveredHowever, the heat exchanger was covered under the manufacturer’s warranty and section Letter F, Number of the policy indicates that CHW is not responsible for repairs that are covered under the manufacturer’s warrantyCHW provided you with the contact information for the manufacturer as well as your model and serial number to reach out regarding the repairYou made a request to cancel the policy and although it was after days and you weren’t entitled to a full refund, in the interest of customer service, you were provided with a full refund which was credited to the card on file on 10/31/in the amount of $ We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards,

I do see that you placed a claim for your AC days after your policy started Per the policy you must come into the policy with all units in proper working orderThat is the reason for the day wait period I do see that you have cancelled your policy and we did give you a pro-rated refund as stated in the policy I have also added your number and email to the unsubscribe listPlease 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.Also, Section LCANCELLATIONThis 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 writingAs I mentioned, we have processed the refund to your credit card on file in the amount of $374.00Thank you for your feedback,CHW

Dear [redacted] ***,Upon review of your policy, it shows that CHW has provided you with a refund of the paid policy CHW’s policy does state that we do not cover failures that are caused by a pre-existing issue The failures that happened to the unit could not have happened within the time frame of the policy.We do regret the frustration of your claim however CHW is in full compliance with the terms and conditions of the policy.Due to the fact that we have provided back the funds, there would not be anything that we can do for this claim.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 the unit had a clogged coil and clogged drain line; which was caused by a lack of 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...” 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 $towards the repair You accepted this offer Please note that your check was mailed out on 8/29/17; check# [redacted] Please allow 7-business days for deliveryIf you would like to cancel your policy, please contact our Customer Solutions department 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

Dear [redacted] ***,You stated in your response that “The unit worked perfectly for months before the day it quit Due to the unit not working due to short to ground, the only reason that it could have happen due to the information is the age of the unit which your policy states is covered.” This is not accurate; the unit could have shorted to the ground due to four reasons, one being a lack of maintenance, electrical failure, manufacture defect and improper previous repair We do not consider age to be a reason for a failure because if a unit has been maintained properly, age would not be a reason for failureWe advised that the reason for the unit to have failed was due to a lack of proper routine maintenance.CHW offered to provide you as a goodwill gesture $which is the max amount that we would pay for any claim such as this or we were offering you a full refund that you have paid for the policy In either choice, we would then cancel the policy because you disagree with the terms and conditions of the policy We do not want to have a customer that disagrees with the outcome of a claim therefore disagree with the policy itself We also offered you the condensing unit to assist with the repair of the unit of 7/28/which you had declined.If you were to cancel the policy without any funds being paid out as of today 2/15/your refund without any claims paid would be $ You would be receiving a refund of the remaining months and you would be paying an administrative feeIf you chose to have a full refund, we would provide you a full refund of the policy as a good will gesture If we do pay for a claim that is not covered, we would not provide any further services and cancel the policy.Please advise us how you would like to proceedBest 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 claim shows that it was processed according to the policyBased on the diagnosis we received, it stated that the gas heater burner and cabinet were rustedPer our policy, Section Letter F, Number and 8, it states that we do not cover failures that are due to rust and corrosionOur SrClaims Specialist advised you about the outcome of the claim, in which you were not satisfied and requested to cancel We attempted to assist you, however, you insisted on cancelling your policy.Our Customer Solutions Specialist advised you that you were not eligible for a refund and in turn, you decided to keep your policy open 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 your claims shows that the claims that were mentioned were handled according to the policyThe claim for the air conditioning unit that was placed on 7/4/16, CHW provided a goodwill payment to assist with the payment towards your new unit of the non-covered claimThe diagnosis that was received was the system was missing FreonThere was a leak test performed to isolate where the leak was coming from that allowed the Freon to escapeIt was also noted that the unit was rusted and corrodedSection Letter F, Number of the policy indicates that rust and corrosion are not covered under the terms of the policy On 11/5/a claim was placed for the electrical system in which the circuit break and fuses were trippingThe issue was with the main panel outside of the homeThe panel could only be worked on by the cityCHW doesn’t provide coverage for issues outside of the confines of the home, which is indicated in Section Letter A, Number Please call the CHW if you have any questions on these or other claims that have been handled at ###-###-#### 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: When we bought the policy, it was made clear to the Salesperson NATHAN, he sold it knowing the square footage of the house and knowing the number of ac units, we have not made any addition to our house since the policy start date Also that info is PUBLIC on City of Phoenix website out and openAlso being it a FIRST A/C unit complaint, the claim was denied We paid out of our pocket since it was Saturday F temperature, when the technician came and waited for almost min for authorization Regards, [redacted] ***