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 [redacted] A review of the claim shows it was handled in accordance to the policyThe technician provided CHW with a diagnosis of the washer needing a control board and door latch as the one there was brokenThe claim wasn’t covered because door latches aren’t covered and the failure of the control board was secondary damages as the lock broke causing the board to short and the policy doesn’t cover secondary damagesSection Letter D, Number indicates that the door latch is not covered and section Letter F, Number of the policy outlines that secondary damages aren’t coveredAs you didn’t receive the service that you expected, CHW offered to provide a full refund of the monies that you had already paid into the policy and the offer was declined We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

L [redacted] ,Our last offer to you was a maximum of $that we could send to you or if you wanted to accept us purchasing a unit for you, we requested that you contact us at 1-888-531- We have not received a call from you or any update on the claim.If you would like for us to purchase a new unit for you or you would like the funds sent to you, we ask that you contact our customer service department to let them know which one you would like to accept.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/useragreementWe do regret your frustration and do see that you have spoken with one of our supervisors today and you were offered $to help go towards this unit You did advise us that you were going to have a second opinion come to your home and contact us with that diagnosis.Once you have the technician come to the home, please have him/her contact us at ###-###-#### and we will document the diagnosis for the second opinion.If you would like to accept the full refund of the paid policy rather than the offer that we have provided to you, we will provide you with the refund of $which you paid for this policy.We have documented all the options that are available and we will wait for you to contact us.Regards,CHW

Complaint: [redacted] I am rejecting this response because: I am not sure if they have the right personI was not having an issue with my heat pump on my washerMy washer was not completely cloggedIf it was completely clogged it would have not drained at all, but it did drain sometimes and sometimes it did If I get my washer fixed myself and I have another problem with it, will my claim get rejected againIf I just started having this problem how can you tell me that it started a while agoBut regardless of what you all decide to do my washer will get fixedIf I do decide to get my money back will I get all months? Regards, [redacted]

Dear [redacted] Our policy states that all units and components are covered and then we explain in detail what exactly is not coveredIn reference to your oven, we do not cover failures that are due to burning of itemsIn reference to your Air Conditioning system, CHW provided a goodwill gesture due to the fact that the unit was not covered, in reference to the hot water heater, we do state in Section DCoverage #that we do not cover the actual tanks.As stated before, you are provided with days to the start date of the policy to ensure that all units are in proper working order and you are provided these days to read and understand your coverage, if you had any questions or concern or did not feel comfortable with the coverage at that time you could have requested a full refund as stated in Section LCancellations.Since CHW has provided $towards this policy in which you paid a total of $1239.00, rather than providing you with a prorated refund which would be less; we are offering to provide you with a refund minus claims paidIf you were to cancel the policy now, you would be responsible to pay back the amount that we paid plus an administrative fee and would be provided back with the months that you have not used; this does not include the extra months of coverage There would not be a refund on this policy however as stated CHW is willing to offer you the amount that you paid for the policy minus the amount that we paid out on claims This would be a refund of $579.00, if you would like to agree to accept this amount, kindly contact us and we will provide you with a form to sign.We do regret your frustration with this policy however CHW is in full compliance with the terms and conditions of the policy.Thank you,CHW

Dear [redacted] ,In reviewing your policy and the claims that you placed with CHW, you paid a total of $for a year term Your policy does not end until 9/9/and so far CHW has paid $in authorized claims for your home The failure with this claim is that the porcelain is cracked and CHW’s policy does not cover cracks in the porcelain Please see our policy, Section DCoverage #under exclusion it does state porcelain as part of non-coveredCHW offered to provide you with $towards this repair which we see as a $repair.In reference to your AC system, although tune-ups are not sufficient maintenance, CHW did offer to assist you with the claim; however you did refuse our help with this claim as well.If you would like to cancel the policy, please contact our cancellations department and they will assist you with the cancellation of your policy.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] The effective date of the policy was 6/2/A claim was placed for the Pool Spa and CHW was informed that the last time it was working properly was 5/30/16, which was prior to the start of the policyAfter CHW made you aware, CHW was informed that the last time it was working properly was 7/4/and a technician was dispatchedThe diagnosis was that the heater was not working, the unit burned out all the wiring and control boardThese failures would have been prevented with proper maintenanceAs such, based on the policy, section Letter F, Number 12, this is not coveredCHW received documentation that was not sufficient to demonstrate that there had been routine maintenanceThe documents that were received didn’t indicate flushing of the lines or cleanings that had been done We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear [redacted] Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on www.choicehomewarranty.com/useragreementAfter review of the records/invoices that you had sent into our office, we have paid the CAP amount to the technician of $towards the repair of the pool We have been reaching out to you to advise you that you would owe the reminder of the funds to the technician in the amount of $plus the service call fee of $45.00.Please kindly contact us at ###-###-####, if you have any questions or concerns If you would still like to cancel the policy, please call to speak with our cancellation team.We do regret your frustration and do hope that your next claim with us is not as difficult.Regards,CHW

[redacted] CHW does not reimburse for the service call fee if the claim is not covered per our policy however as a goodwill gesture, we will offer you $towards this claim.If you accept this offer, kindly contact us at ###-###-#### and we will provide you with the form to sign, once we receive it back the authorization will be placed for the funds.Thank you,CHW

Complaint: [redacted] I am rejecting this response because: This is not true and I have not heard anything from the company from my last response through you and I know nothing about a $reimbursement Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:It does not respond to each aspect of the complaint or address the misleading and fraudulent sales methods.I will first address the fact that there is so many exclusions How can you say "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] " when you don't even cover the most basic components of a supposedly covered system? If you were truly providing peace of mind, you would cover any failure of a covered system.Secondly, I was misled and downright lied to by the sales person about the availability of service professionals and the coverage provided I was told that in my area that I could expect a response from a service contractor in less than seven hours In fact from Section Letter A of the aforementioned agreement it states, "Our sole responsibility will be to arrange for a qualified service contractor ("Service Provider";) to repair or replace, at Our expense Not only did Choice not arrange for a service contractor to fix our furnace, but they did not tell us until we called back to inquire about the claim that they were not be able to arrange for a technician at all and that we would need to call someone ourselves This is not in the agreement, nor was it ever conveyed to us at any timeuntil we were forced to go without heat for many hours In addition, I was also told about all the systems that would be covered without any mention of non-included items and led to believe that any failure of our covered systems would be covered after a $service feeIf they are going to refer to the contract to rebut this dispute, they need to live by all parts of the contract and not just hand pick a section that suits their position Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because:The technician YOU chose and sent to my house disputes your claim that the failure was caused by lack of maintenanceI have multiple photographs of the inside and outside of the unit that proves it was clean and had no excessive growth around the unit itselfcording to the tech that you sent out and others I have spoken to that are not related to our dispute, no regular maintenance would have prevented this unit from eventually developing a leakIf your claims people are more knowledgeable then a liscensed HVAC tech and know more about the situation based on a picture and being hundreds of miles away, that is quite impressiveI still maintain that this is just a loop hole that you used to be able to back out of your agreementIt is unethical to treat your customers in this mannerI would love a detailed explanation from a liscensed HVAC tech, if you can supply one, how "lack of maintenance" can cause a condenser coil to leak Regards, [redacted]

Dear [redacted] ,Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on [redacted] Upon review of your claim, we see that you placed a claim for the septic system and stated that the tank was full; CHW dispatched a technician to go to your home and diagnose the issue Upon diagnosis it was stated that there was a stoppage that was backed up and going into the homePer the technicians diagnosis this could not have happened within the time frame that you had your policy Your policy began with us on 3/8/and you placed this claim on 3/15/stating that it had not been working since the day before Our policy states in Section ACoverage #that all units must be in proper working order on the day the policy goes into effect Having a stoppage such as this is not something that happens within the few days that you had the policy.Once the technician gives their diagnosis, CHW decides if the claim is covered or not You chose to have the technician complete the work without authorization; this is not something that CHW would pay for.We do see that you chose to cancel your policy with us, we do regret your frustration however; CHW is in full compliance with the terms and conditions of our policyRegards,CHW

Dear [redacted] ***,Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on www.choicehomewarranty.com/useragreementA review of the claim shows that it was processed according to the policy Based on the diagnosis that we received, it stated that bathtub faucet was leakingPer our policy, Section Letter D, Number 8, CHW does not cover “ faucets or fixtures ”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel due to your dissatisfaction We strive to provide the best customer experience, therefore we advised you that we would offer you funds to assist you on the non-covered claim You accepted this offer and we authorized the funds to the technicianYou reached back to CHW and advised us that you wanted to cancel because you were not happy with the technician’s service Please understand that you requested to cancel your policy while this claim was still in activePer your request we have cancelled your policy as of May 24, Please note that we are unable to further assist on this claim as this policy has been cancelled.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted] ,Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on www.choicehomewarranty.com/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 is locked up and needed to be replaced, however the unit was still under its manufacture warranty until 2021.Per our policy, Section F, Number 15, CHW does not cover any item while still under an existing manufacturer’s, distributor’s, or in-home warranty.Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you stated that the manufacture is no longer in business therefore the unit is no long under manufacture warranty We strive to provide the best customer experience, therefore we have resubmitted your claim to our Authorization’s Department for review Once your claim has been updated, we will contact you right awayRegards,CHW

Complaint: [redacted] I am rejecting this response because: by their own admission they did not cover a legitimate claim after the day wait periodI called back to the technician and he said this is a repair for the age of the washing machine and is not unusual Regards, [redacted]

[redacted] We regret the confusion with the outcome of your claim, however per our policy, Section FLimitations of Liability #states “We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (which at times may be less than retail) to repair or replace any covered system, component or appliance.” Our cos for this unit would have been $but we did increase the funds for you to $which was accepted on 3/9/ We are not able to provide you with extra funds to go towards the purchase of the new unit because this amount was accepted and already authorized however we can provide you with a goodwill gesture of free months of service and one free service call fee The next payment for your policy will not be drafted from your account until 6/6/ If you would like to accept this offer, please contact us and we will add it for you.Please contact us at ###-###-####.Thank you,CHW

Dear [redacted] We regret to hear your wishes to cancel your policy with Choice Home Warranty In review of our policy, you are not entitled to a refund Please Section Letter L of Cancellations in our policy: 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 writingWe do regret your frustration, however CHW is in full compliance with the terms and conditions of our policyIf you have any further questions or concerns, please contact our Customer Solutions Department directly at ###-###-#### Monday-Friday 9AM to 6PM ESTRegards, 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] and find that this resolution is satisfactory to me Regards, [redacted] ***

Dear [redacted] ***,We regret to hear your frustration and apologize for any inconveniences this may have caused you Please be advised that a check# in the amount of $was mailed out 1/9/18; please allow 7-business days for delivery via USPS.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policyRegards,CHW