BASS Services

[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 I hope that you guys will reach out to me by the end of today as tomorrow afternoon im planning to file a court case against you guysAlso please reach out to me via my email that you guys have on file and dont bother calling me anymoreAnd only reach out to me if you guys are going to cancel my policy or else dont bother as im done playing phone tag with you guys Regards, [redacted] ***

[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 meI will wait until the check is really in our hands, without further delay, before I will completely accept this resolutionThanks n [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 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 compressor shorted to ground This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor This failure does not constitute wear and tear as there are many safeguards that work to prevent these types of failures Per our policy, Section Letter A, Number 2, we cover 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 requested to cancel due to your dissatisfaction You spoke with our Customer Solutions Specialist who offered you $towards the repair; you declined this offer as you insisted on cancelling your policy.Per your request, your policy has been cancelled as of July 18, 2017.No further action will be taken as this policy is no longer active.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear Claude [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 policyAs outlined in section Letter F, Number 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 replacementAdditionally, section Letter F, Number indicates we are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosionThe compressor was shorted to the groundThis is caused from excessive overheating of the compressor which is a result of lack of proper routine maintenanceThis is based off of the third diagnosis that was received by CHW, not the first one based on the information provided by the customer 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] Upon review of both of your claims, we advised you and it is on the reimbursement form that CHW requires the technician to contact CHW before any work is completed We did advise you that if the work is authorized, CHW will provide you the amount that we would pay for the unit to be fixed Please refer to your policy and note that CHW is not an emergency service and therefore we do not pay for pricing for one.For the AC claim, we do see that CHW is reimbursing you at our rates regardless that the work was completed without authorization as it is stated it needs to be in Section C Service Call, # CHW did reimburse you and as a good faith offer they did not charge you for the $service call fee of $ However, since this would have been a covered claim, as a goodwill gesture CHW is offering to provide you for the full amount that you paid for on the Air Conditioning System claim We will authorize the check for you today ( 6/27/16) for the total amount that you paid $276.85, however we are not able to provide you with a reimbursement for the Refrigerator due to the fact that the invoice that was provided to us showed that maintenance was done to the unit Per our policy, CHW does not cover any maintenance The condenser fan motor needed to be replaced and rewired due to the dirt and debris that was found inside the unit.We are happy to assist on any claim that is covered per the terms and conditions of our policy.Thank you,CHWWe 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] Upon review of your claim it appears that your claim was processed in accordance with the policy as outlined in section Letter F, Number due to lack of maintenanceAlthough not a requirement, we invite you to send in your maintenance records for review and perhaps a more favorable outcome of your claimYou can submit this information to [redacted] We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Hot water heaters have a relief pressure valve in place so that when they get too hot they drain the water out of the drain That was the problem with the heater The plumber did not come when he was supposed to so I could show him what was going on When I spoke to the person on the phone at Choice Home Warranty, they went over everything they didn't cover with a hot water heater This just happened to be anything that can happen to a hot water heater This company is nothing but a scam They want your money but do not want to fix anything that happens They find ways around it There were many negative reviews of this company and I see why now Based on an experience I had with another company, I just assumed these places were legit I guess they are not I want my money back from these people It is Fraud and Theft at best

Complaint: [redacted] I am rejecting this response because: Again, CHW is not addressing the issue of chafing statements to avoid paying claims This is the real issue The company is consistently changing statements and will not address that issue Company is a fraud and should not be permitted to do business Lawsuit in where they had to pay monies for not paying warranted claims and still persists to this day Regards, Claude [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] .We do apologize for any confusion that the customer service rep had caused, she felt badly that the claim would not be covered and wanted to be able to provide you with a goodwill gesture The diagnosis is verbally provided to us the technician stated that the ceiling fan was wobbling and the down rod was the issue, the treads were worn causing the fan to make that movement The technician did not have the pricing at the time we had spoken to him but per our policy, Section DCoverage #“rods” are not something that is coveredPlease see below: CEILING AND EXHAUST FANSINCLUDED: Motors - Switches - Controls - Bearings, except:EXCLUDED: Fans - Blades - Belts - Shutters - Filters - LightingNote: Builder's standard is used when replacement is necessaryAs a goodwill gesture, our rep provided you with the service call fee to assist and it was authorized to you on 2/1/ All of our checks do take days to process Also, CHW would only replace as the policy states with the builders grade fans and would not cover more than $per fanWe do regret your frustration however; CHW is in full compliance of our terms and conditions of the policy.Regards,CHW

Complaint: [redacted] I am rejecting this response because: payments has not been refundedMy bank is investigating dispute charges as wellWe are awaiting for my refunds Regards, [redacted] ***

The refrigerator has been fixed now, but what is mentioned by CHW is falseThere was no power surge and the technician never said soThe technician they are following up with is the third technicial who actually fixed the issue, not the other two they assigned previouslyThey can't even keep their story straight[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]

I am rejecting this response because: first the comment that a 'few things were fried in the unit' was untrue as I was able to have it fixed with a simple fuse So with that first assessment being untrue the conclusion of a power surge and pre-existing condition become less credible What I really have issue with is the switching of the denial reasons First it was a power surge Then after that issue was disputed as to how they could possibly know that (I asked several techs who agreed that it could not be a diagnosis unless they had meters on the unit or saw the surge) and they simply could not defend it they change to pre-existing And the reason given to me was that an AC breakdown could not have happened in days So the CAUSE is really NOT the issue it is time until it breaks? Curious what if anything they would cover after days given that rational But OK If that's your defense fine use it on day one or the next day Don't waste my time with denials based on causes (power surge) Time is money My wife and daughter both have asthma which is aggravated by the humid warm condition created by the lack of AC and we have a two year old at home Don't appreciate the run around.Keep the money I want it on record of the poor handling of the claim Note also I was offered a full refund by Choice if I agreed not to complain

Dear Russell [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 policyThe claim was placed online on 7/31/and there was no coverage provided for this claim as it is not covered in accordance to the policy water pressure is something that is not covered in the policyPlease feel free to call the customer service team directly at ###-###-#### if you have any questions 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: This unit has been evaluated by an outside licensed HVAC contractor who determined that the leak was not caused by rust or corrosion Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: Please be aware that we know the paragraph that Choice is citing This rule does not negate the fact that the Choice should be held liable for the substandard repairman The reality is We now have to spend money to repair a problem cause by someone they hired We can keep going backward and forward to no avail We will continue to pursue in another way 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] A review of the claims shows they were handled properlyCHW provided you with the reimbursement forms to have the dryer claim processed and the information was not receivedThe claim for the air conditioning unit was not covered according to the policyBased on the diagnosis received, the compressor on your air conditioning system failed due to the internal windings that had shorted to the groundThis is a failure that occurs from overheatingThis is not something that occurs from wear and tearSection Letter A, Number of the policy indicates that CHW is not responsible for repairs related to wear and tear 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, it states that the unit failed due to rust or corrosion Per our policy, failures due to rust or corrosion are not a covered itemPlease see Section FLimitations of Liability #The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.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 We do appreciate your feedback as this does help us with our customer service and service providersChoice Home Warranty was in full compliance with its terms & conditions.Best regards,CHW

Complaint: [redacted] I am rejecting this response because: There was no miscommunication your manager [redacted] said to me verbatim "companies can just pay the Revdex.com to raise their ratings" please go back and listen to the recordingPlus I sent you exactly what you asked me to at the time of the incedent and now you are asking for more requirements and I am sure you will continue to ask for them so you can keep denying the claimChoice home warranty is proving to be a dishonest business that does not cover what is in their paperwork even after the AC company tells them it has nothing to do with maintananceI am going to spread the word of the dishonesty of your program and your failure to cover claims as explained in your add and your documentationI will submit one years worth of maintainer records like you said you originally asked for and are no where in your email to me asking for such itemsSo once again the big company that promises the consumer a safety net for help is getting away with a lie after they have been paid for three years of coverage Horribly disappointed Regards, [redacted]

[redacted] , We are very sorry that you disagree with the outcome of the claim and our policy.We do regret your frustration with this claim and do see that you have cancelled the policy with usRegards,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 D, Number of the policy indicates that access to drain or sewer lines and zone components aren’t included in the policyHowever, the leak portion of the repair is coveredAs a goodwill gesture, CHW did offer to provide you with $towards the non-covered portion and it was declinedIf you would like to accept this, please call the CHW 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