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] Upon review of your claim, we do see that the technician came to your home and you have stated that he did not return and misdiagnosed the issue We do understand the frustration with this however per our policy; CHW is not responsible for the negligence of the technicianThis is stated in Section F#We do see that you were provided with free service call fee’s that equal the amount of $and we are providing you with $for the repair.CHW does not reimburse for the service call fee that you paid for a different technician again we do see that the manager did provide you with the free service call fees that would assist for future claims.Please also note that if CHW does reimburse, it would be at our rates as stated in the policy.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 your claim, we do see that you requested emergency service which we are not We did advise you that if you were to have the work done without authorization, we would not reimburse for any of the work that was completedPlease see Section CService Calls #that states that if you have work completed without authorization, CHW will not reimburse you for the costThe technician advised CHW that the unit was in very poor shape, they provided photos to show that the unit had been rusted with corrosion Per our policy, Section FLimitations of Liability #and #show that we do not cover failures that are of rust or corrosion, it was also stated that the unit did lack proper routine maintenance The invoice that we received was from 2013, this is not routine maintenanceWe do regret your frustration however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted] We do apologize for the inconvenience this may have caused you We have contacted our IT department to remove your information from our do not call or email list Please allow one week your information to processIf you continue to receive solicitations, please forward the email to us at [email protected], so we could revisit the issueRegards,CHWRegards,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 show that the claim was handled in accordance with the policyCHW did cover claims for repairs on the unit previously, however, repairs are didn’t from required routine maintenanceBased on the diagnosis for this recent claim, the heat exchanger is cracked due to improper combustion, which is caused from a lack of proper routine maintenanceSection Letter F, Number of the policy states, “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 replacementIn the event a claim is denied, and a customer seeks to have CHW review that denial, CHW has the right to request maintenance records in reviewing its decision” CHW doesn’t require maintenance records, however, you are invited to submit the maintenance records to have the claim reviewed in hopes of a more favorable outcomeYou can submit the information to [email protected] and be sure to provide the claim number on the correspondence that are sentShould you have any questions, please reach out to 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

Complaint: [redacted] I am rejecting this response because: The product that they offered me was ft.³ in the microwave that I have was ft.³ those specifications are nowhere near equal and it's ridiculous that they even attempt to say the same The last time but I checked when somebody offers you a product that is 40% smaller than the one you currently have that does not seem to be the same to me Regards, [redacted]

Dear [redacted] ***Your refund is still processing as it may take up to business days for the funds to be returned For further questions or concerns, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST.Regards, CHW

Dear [redacted] ***The first claim that you had with CHW for your Refrigerator was not a covered claim CHW offered to provide a goodwill gesture by providing half of the cost of the repair This claim would not have been a covered repair at all.The second claim that you had with us for your garage door opener, the parts were no longer available Per our policy, Section FLimitations of Liability # 9, “If parts are no longer available, We will offer a cash payment in the amount of the average cost between parts and labor of the covered repair” CHW did pay for the parts and the labor minus the service call fee for the claimWe do regret any and all frustration that you had with this policy and we do wish you best of luck.Best regards,CHW

Dear [redacted] ,We do regret any frustration that you had with CHW, we can assure you that there are no terrorists working or owning this company We have requested that our IT department remove your name, email and number from our database.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/useragreementIn review of your policy, you purchased our Total Plan Coverage on June 6, 2017, which became effective on July 6, Our policy states in Section B of Coverage Period “Coverage starts days after acceptance of application ”A review of the claim shows that it was processed according to the policy You placed a claim on July 9, stating the last time your dryer worked was July 6, Based on the diagnosis that we received, it stated that the part of drum failed and needed to be replaced This failure could not occur during the short lifespan of the policy Per 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 requested to cancel your policy due to your dissatisfaction As of July 15, CHW has cancelled your policy.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear Mr [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 http://www.choicehomewarranty.com/user_agreement.php.We do see that the check you were issued was mailed out to you and we were not able to reissue another check until days had passed or if you wanted to pay the $to stop the payment.CHW has waited the days and we have reissued you the check as of 2/4/and you will be receiving it within days.We do regret your frustration however; CHW is in full compliance of our terms and conditions of the policy.Regards,CHW

Dear [redacted] [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 leak was coming from a corroded drain panPer our policy, Section Letter F., Number 1, CHW is not liable for “ malfunction or improper operation due to rust or corrosion of all systems and appliances ”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 non-covered claim, a free month of service, and a discounted service call fee or $towards the non-covered claim You declined these offers and requested to cancel your policy As of 9/11/17, your policy was cancelled and although you were not entitled to a refund, we agreed to issue you a $refund; this refund is currently processing Please understand that per our policy, Section Letter C, Number 4, it states that “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 ”The service call fee was not paid to CHW, therefore there will be no refund.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***To CHWThru Revdex.comNJAT THIS TIME I WOULD LIKE TO EXPRESS MY APPREACTION TO THE Revdex.com MS [redacted] and the CHW representative And for clear understanding and facts Title in the CHW Book Servicen agreement section (b) I was past the day periodFurthermore it was found that my washer was not brokenIn fact CHW counterparts mis diagnosed my machine, which was fraudCHW took money from my account for monthsCHW 's apology is not needed but there full correction of the transgression against me and my family would be appreciated .CHW took $from me and its cohorts took $60.00, making CHW RESPOSIBLE for $In addition the account that was mine, when CHW debited my account is no longer functioning it was compromisedMy new account and card number is [redacted] expire [redacted] thank you for your cooperation in resolving this matterJ***

Dear [redacted] We do understand your frustration however, an inspection does not constitute as a form of maintenance The inspector will turn a unit or appliance on and off to see if it works but does not check the AMP readings, the level of fluids or any of the necessary items that a routine maintenance would cover.We understand that you had replaced the filters but this again is not preventive maintenance as specified by the manufacture The reason that you called for service was due to the unit vibrating, if the unit had routine maintenance it would have been found that the wheel of the motor was damagedThe technician that provided us with the diagnosis stated that the unit had rust and was dirty, again all signs of a lack of proper routine maintenance.In review of the policy that you have had with CHW, we do see that CHW has assisted you in $of authorized claims; we also see that this policy is expired CHW is not able to provide you with a covered cost of repair due to the exclusions of our policy As stated, this policy is expired however; CHW is willing to provide you with a check in the amount of $that you paid for the service call fee to the technician This amount is normally not provided back to the customer due to it being a requirement for the policy but as a good faith effort since we are not able to cover the claim, we will be happy to provide it back to you.If you would like to accept, please contact us and we will authorize a check to you.Thank you,CHW

Dear Bradley [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] Please accept the apologies of CHW for the issues that you have endured with the technician not showing up as scheduledA review of your policy does indicate that CHW did assign a technician within hours of the claim being placedAs indicated in section Letter C, Number “Upon request for service, we will contact an authorized Service Provider within two (2) days during business hours and four (4) days on weekends and holidaysThe authorized Service Provider will contact you to schedule a mutually convenient appointment during business hours”As CHW expects to provide outstanding service, there is no issue with reassigning a technician to your home as quickly as possibleCHW doesn’t tolerate customers being treated rudely and a review of the telephone call that you have mentioned and will be performed and there will be actions taken as a responseCHW cannot provide you with a new refrigerator by the end of the day, however would love to continue to work with you on having the repairs done on your refrigerator in accordance with the policyPlease call the 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

We are very sorry that you are upset about your claim and that you would like to cancel your policy Please note that since you did not pay for this policy in yearly terms, CHW is not obligated to pay you a refund of this policy However, we are willing to offer you a goodwill gesture of a full refund for the amount that you had paid to CHW Please email me directly to accept this offer and I will send out the proper paperwork We would not be able to refund for the service providers diagnosis fee of $as that goes directly to them We will refund you the amount that you paid to CHW in the amount of $ Again, please email me directly so I can send you the proper paperwork that we would need in order to give a full refund.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/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 We strive to provide the best customer experience, therefore, per your request, CHW has dispatched another technician for a second opinion You agreed to pay the service call fee Please contact [redacted] ***r at ###-###-#### to schedule your appointmentWe 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 there was a failed capacitor and the control fan motor needed to be replaced It was verified that your unit is still under 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.Please contact your manufacture in regards to this issue The information is as follows:Manufacture: CarrierPhone#: [redacted] Model#: [redacted] Serial#: [redacted] We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear Ms [redacted] ,We do understand your frustration however the failures that this unit has which is a reversing valve also, the unit stopped working because the Freon was out of it and the Freon is what kept the unit working, Once the Freon came out, then the unit stopped and that caused it to seize (short).This is not covered under our policy however we would like to offer you a goodwill gesture of a refund of the paid policy and subtract the amount that CHW has paid to provide you with $ If you would like to accept this offer, please kindly contact us at ###-###-####.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/useragreement A review of the claims shows that it was processed properlyBased on the diagnosis that was provided, the ductwork is falling apart due to lack of support, which isn’t covered in accordance to section Letter D, Number of the policyAlso, the heat kit has failed, as a result of the duct work having holes, and would be considered secondary damagesSection Letter F, Number of the policy indicates that secondary damages are not coveredHowever, it appears that you were able to speak with a manager when calling in on 1/11/At this time, she is working to assist you with resolving the issues by reaching out to the technician and will follow up with youPlease feel free to call the customer service team at CHW 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: Section Letter F, Number of the policy states, “We are not responsible for providing access to or closing access from any covered item which is concrete-encased or otherwise obstructed or inaccessible”What is concrete encased, obstructed or inaccessible in the stove? This is just an excuse for you guys to run and scam your consumers