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 our web site at [redacted] Upon review of your claim for your heating system, it was advised to us that the unit had debris within tubing from the switch to the inducer, once the technician removed the debris the unit started to work again You had advised the technician that the unit did not work again and he discovered that the unit had multiple cracks With both of the diagnosis that the technician provided us with shows the unit to have had a lack of proper routine maintenance Per our policy, Section FLimitations of Liability #12, states that CHW does not cover failures that are a result of a lack of proper routine maintenanceIf you would like to have CHW review your claim again, you can have a different technician provide us with a second opinion and we would review the claim If you have had routine maintenance completed on your unit, you can always send the records in to show that the unit had this completed From the pictures that were sent, to diagnosis of the claim, it clearly shows us that this unit was not maintained properly.We do apologize that this claim is frustrating and we have documented what you had stated the technician said about CHW as this is not something that is a practice of ours CHW bases our decisions off of the technician’s diagnosis and the pictures that are provided We also rely on the customers to enter into their policy in with their units in proper working order as well as having their units maintained per the manufactures specifications We do look forward to assisting you on future claims and if you would like to provide us with a second opinion that would overturn this decision; we look forward to reviewing it.Please note, CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW

Complaint: [redacted] I am rejecting this response because: One of the worst company which I never saw.Lot of bad reviews.I don't want to accept they are offering.I want to give Revdex.com a negative review for your records.May be If I can save some of the customers not going to Choice warranty,I feel I won Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: A compressor shorting to ground means that one of the electrical windings inside the compressor has broken This is a common wear and tear failure for compressors that are years oldThe age is just about right for this failure to happen plus in my case where the unit is used with a heat pump, the lifespan for compressor is less than years because the unit runs year round Also, as I stated in my complaint, MrD [redacted] from Anthony and Son who serviced the unit has stated the compressor's failure is due to wear and tear He saw that the unit was well maintained and clean Regards, [redacted] i

Complaint: [redacted] I am rejecting this response because: The response of the shortage based on the internal wiring overheated was disputed and also not supported by your tech of whom you sent out to review and service the compressorHe also stated to me that that was also information shared with CHW that conflicts with the reason for denial 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 www.choicehomewarranty.com/useragreementA review of the claim shows that it was processed according to the policyThe diagnosis that was received stated that the compressor locked up and failedThis occurs when the internal failure on the compressor overheats, which is caused by a lack of proper routine maintenance Per our policy, Section Letter F, Number 12, we do not cover failures from a lack of “or routine maintenance.” If you would like to dispute this claim, please submit your proper routine maintenance records to [email protected] Once we receive your records, our Authorization’s Team will review it and if necessary, adjust accordingly Until then, the outcome of the claim standsWe 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 see that the policy had started with CHW on 06/04/15, when you placed your claim on 6/19/15, you stated (as you placed the claim online) that " Ac constantly runs and has massive air leakage in air handler closetRepair man found condensation in closet where black mold is developing on sheet rockRepair man states system is very inefficient and putting massive load on power bill along with 50% of the air flow being lostRecommended system replacement and duct work repair asap."We advised you that this claim is not covered due to issues, one is that this failure could not have happened within the life time of the policy and we do not cover anything that has moldPlease see our policy 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 FLIMITATIONS OF LIABILITYThe 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 conditionsWe are not liable for service involving hazardous or toxic materials including but not limited to mold, lead paint, or asbestos, nor costs or expenses associated with refrigerant recovery, recycling, reclaiming or disposalWe are not liable for any failure to obtain timely service due to conditions beyond Our control, including, but not limited to, labor difficulties or delays in obtaining parts or equipmentWe are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure.The technician that came to your home added that the unit was rusted and corroded Our policy states that we are not responsible for failures due to this.We are very sorry that you are frustrated with this claim but as we stated to you, we are not able to cover the claim and we would be happy to give you a refund of your policy, since you disagree with the outcome therefore our policy If you agree to the refund please email me directly and I will send you the paperwork.Thank you,

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/useragreementIn review of your policy, you purchased the Total Plan policy with the Pool-Spa optional coverage on March 14, Please note that per our policy, Section Letter B of Coverage Period, “Coverage starts days after acceptance of application ” Your coverage starting date was April 14, 2017.A review of the claim shows that it was processed according to the policy You called in April 24, stating that the line to the filter pump was clogged and the last time it was working properly was March 7, This predates the start of your coverage period, making the failure to your unit pre-existingPer our policy, Section Letter F, Number 1, CHW is not responsible for any known or unknown pre-existing conditions.Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you advised that the last time the system was working properly was April 25, Please note, that the failures to your unit took time to develop and would not have occurred in the short lifespan of the policy The outcome of this claim standsWe 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 stated it's set up to make you moneyWe were told it was a small leak requiring 2lbsvsa large leak with almost all freon low, but that's what you are suppose to say [it's part of covering your company]Yes we will be cancelling both contracts & expect to get back the $charged 7/15/plus $from the initial $charged 6/[as stated in your policy that we would be charged $admin.] We are expecting no more deductions from our acctand $since no services were rendered and we paid tech $which he disclosed is his service call fdon't try to come up with something else, as I'm sure you willAs an offer of good faith you should also include the $service call in the $I will be calling to cancel today and hope not to get the run-a-round about funds due backThanks for this lesson that others tried to tell me about 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 me Can you please confirm the amount of $is for the first claim I filed which was in regards to a leak in the ceiling, directly below the blower in the attic The initial offer of $by CHW was to cover part of the claim, not the entire amount of repairs CHW is now offering $which is a very pleasant surprise and greatly appreciated, but I want to make sure this is accurate and correct Regards, [redacted]

[redacted] spoke to them today )John) 10/5/ has stated they will not pull out the dishwasher to examine itI spoke to Andres at Choice Home Warranty who stated theycannot get anyone to move itActually I am on the phone with Andres a supervisor 10/5/@2:pm discussing the matterI advised him that the dishwasher was installed by *** on 9/30/and it is bolted in and needs to be moved by a professional appliance person*** was not able to run a test on the dishwasher because of the electrical issuesHe stated that they are not sending an appliance repair person out unless I pay $I stated that appliance repair person would have to be here with the electrician to coordinate the move out repairs and the move back of the dishwasher and to check to see if it is workingI advised him that I am not able to get the dishwasher he stated they are not moving forward with this complaint at this time as quoted by Andres employee number ***/ So I am left with a new non working dishwasherI spoke to Joel who advised me to send the receipt from *** which I faxed over the receiptSo I called corporate office at [redacted] now speaking to Andy who stated he cannot send the appliance repairman to work with the electrician to fix the electrical problemsAgain I advised him that I do not have anyone to move the applianceComplaint: [redacted] I am rejecting this response because: Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because:We have had yearly maintenance by a trane authorized air conditioning company every year and advised choice of that So for choice to even add that as a possible cause makes me believe choice may be re using language from prior responses from other people clearly u disagree with the way you do it provide specifics in advance of what is not covered I also submit that your sales team embellish what is covered and advise this policy will avoid the unplanned large repair if choice truly believes in full disclosure you would commit to providing very clear examples of what is not covered rather than hiding behind a general comment about only covering wear and tear Regards, [redacted] ***

Dear [redacted] ***,Unfortunately, CHW will take no further action with this claim as this policy has been cancelled Your prorated refund in the amount of $is currently processing and will returned to the credit card you had on file.If you are still have an issue with your unit, please feel free to contact the technician who repaired the dishwasher The technician can be reached at DDB Services ###-###-####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 that you placed o 10/8/15, we see that the air conditioning system was not a covered claim due to a lack of proper routine maintenanceWe received photos from the technician showing that the unit had a dirty blower motor which caused the unit to failPer our policy, Section FLimitations of Liability #states that CHW does not cover failures that are cause by a lack of proper routine maintenance as specified by the manufacture.We received what you stated to be your maintenance records however they were not maintenance records, they were records of repairsThe difference with a repair and maintenance is that a record of a repair is when something breaks and the customer has to contact the technician but a record of maintenance would be a check list of things that the technician does to a unit to properly maintain the levels, cleanliness; overall preventive actions for failure.On 10/20/15, we did offer to assist you with a goodwill gesture of $towards the repair or replacement of the unit but we were declined in our offer Instead of accepting our goodwill gesture you chose to cancel the policy with us We agreed to the cancellation and the policy was cancelled.On 10/26/15, you contacted us to dispute the outcome of the claim again and at that point, we advised you that the claim would remain not covered and there would not be anything we could do since you cancelled the policy.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policyRegards,CHW

Complaint: [redacted] I am rejecting this response because:Maintenance:a) I change the Filter every months...it's on my Calendar.b) I have a AC Company come and inspect every spring.c) I spray the outside of the unit occasionally.d) Not sure what else I am supposed to do to meet you guidelines of maintaining my unit.Some Facts:I don't understand how you close tickets without verifying the customer is satisfiedNothing that either of your vendors did accomplished anything to solve the issues that I opened the claims forIf you are in the Customer Service business I would think you would touch base with you customers to validate I am satisfied before closing a ticketThe largest issue was the exterior fan was "occasionally" running in reverse and causing the unit to heat up even moreHow does a fan running in reverse become a "maintenance issue" on my part??When I finally paid someone who knows what they were doing out of my own pocket....problem fixed in minutes with a Capacitor instead of a Fan Motor/Compressor like [redacted] was stating I needed....total up selling on someones part I am a [redacted] Realtor and have talked to several other Warranty companies since this started.....none of them claim they would have put me thru the delays or testing charges, or denial of further service on my AC unit like Choice has.....I am fully willing to admit when I am the cause of something, but mechanical failures (Fan Running in Reverse, a Capacitor that needed replacing, etc) really cannot be cited as lack of diligence on my part Regards, Guy [redacted]

I have had Choice Warranty two different times in the last several years The first experience I had with them I reported a leak in the pool filter pipe They referred a pool company to come out and check the problem After a week of waiting on the tecnician, I received a call from Choice saying he had called in and reported that my pool filter was hit by lighning and therefore Choice rejected my claim I told them at that time that the technician had never been out to even look at the problem and just made that up They apologized and took my compaint and fired the technician but still refused to cover my claim I immediately dropped them and picked up [redacted] I had them until Choice called in the spring and gave me a cheaper deal so I reluctantly dropped my previous Warranty on the day my Choice Warranty took affectBoth claims I submitted to Choice were rejected because they said they were pre-existing The first one I paid and did not argue with them but when they rejected the second I finally spoke upI had another warranty company up until the day that Choice took over I would have turned this claim into the previous company if this has pre-existed prior to Choice Warranty taking affect Secondly, Choice requires a 30-day waiting period at the time of you signing on with them (which they charge you the monthly premium for) to prevent anyone reporting a pre-existing conditionSo I had waited my thirty days and was told when I signed up that I could file a claim beginning the first day my policy became effective and anytime thereafter No where in there policy does it state that if you file on a certain day after your policy takes effect that they willconsider your claim to be pre-existing Because I filed soon after the effective date of my policy they said that raised a red flag I have had a home warranty company for years and have never had to deal with these problems When I spoke to Russ, the manager, he wasn't willing to make things right even though he didn't have an argument as to why they were not covering this $part I even bought the part and put the part on myself to save them money Only when I threatened to report them to the Revdex.com did he agree to reimburse me for my part I have the email that it was in process My next premium date was coming up in a couple of days and I chose to cancel my policy because of all the problems I have had with them In their response, they said that they could not fuflill their agreemet to pay for the part since I cancelled my policy It is a warranty company's responsibility tocomplete repair of your claim if it has been reported and currently in process prior to you cancelling your policy That is my argument to Choice that even though I had cancelled my plan, I had an active claim that they had agreed to pay for I process If they do not fulfill their obligation then I would like to move forward with the next step of getting them on the Revdex.com list of unethical companiesI do not want them to be able to continue this practice with other customersPlease let me hear from you on the status of my claim once you receive thisThank you

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 in question indicates check number [redacted] was mailed on 8/8/and was not cashedAs you didn’t receive the check, check number [redacted] in the amount of $was mailed on 10/10/to the address on fileThe CHW attempted to provide the check information and date it was mailed, however, the representative was yelled at and there were profanities used and the call was disconnectedAt this time, the check has been reissued and mailed We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear [redacted] ,In a recent review of this claim, it shows that the technician from [redacted] came to your home and made the repair on 10/7/– we are glad to see that this case has been settledPlease be advised that if you would like to further dispute the damages to your rug, you can contact the technician who initially made the repair directly at: [redacted] ###-###-#### Per our policy, Section Letter F, Number 19, CHW is “ not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performance...”Please note that your policy is currently “past due.” In order to continue placing claims, please contact us at your earliest convenience, to submit your payment.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 the claim is currently still in an assigned status and there has been no diagnosis as there was not an opportunity to review the unitIn accordance with the policy, there is a service call fee of $that needs to be paidSection Letter C, Number of the policy states, “You will pay a $trade service call fee (“Service Fee”) per claim or the actual cost, whichever is lessThe Service Fee is for each visit by Our approved Service Provider, except as noted in Section C (5), and is payable to Our approved Service Provider at the time of each visitThe service fee applies to each call dispatched and scheduled, including but not limited to those calls wherein coverage is included, excluded, or deniedThe service fee also applies in the event You fail to be present at a scheduled time, or in the event You cancel a service call at the time a service contractor is in route to your home or at your home” 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: First of all the customer representative did not call me to discuss about this complaint or resolve this complaintShe called me for reason for denial of the 2nd claimSo this is totally different issuei have been cheated by the business and their techniciansEvery time technicians came they told me different storiesDid not even diagnosis issue correctly and unnecessary charged me for things which should have not been chargedOn top of that they broke my air condition unit which caused even bigger problemI have to replace to whole unit now My ac unit is off since last week with degree temperature outsideThis is impacting me and my family big time Also there was a class action lawsuit filed against this business for unfair and deceptive practices which they lost and they agree to settle thisThe proves that this business is cheating customer and running big scamsThe sales guy over the phone never told me about any exclusion and I was told most of the issues are covered and made me to pay without a contractI was never sent a contract in mailOnly thing I got an email to sign up online to check contractThe way contract is written that they have put everything in excludedSo they never have to pay anything when AC unit doesn't workBut the sales guys tell you most of the thing are covered and that is how business also advertise when they want to sell the service/productThis is a big fraudI see so many complaints about this businessThere is class action lawsuit file against this businessRevdex.com rating is C+So many people, organizations cannot be wrong Regards, [redacted] ***

[redacted] I did speak with you on 3/30/and then sent you a release agreement which you did sign and sent back to me on 4/4/ The authorization was then received on 4/7/which a check in the amount of $is being sent to you Our process as the release agreement states does take business days to process and as the agent you spoke with on the 19th of April explained, you will receive the check on or around that time.Thank you, [redacted]