BASS Services

[redacted] ,We do understand the reasoning behind your answer however the answer that you provided to us and the reasoning is exactly what pre-exiting issues are You turned the unit on for the first time in May, you did not check the unit prior to signing up with the company Our policy states that all units must enter the policy in proper working order CHW does not require an inspection because we trust our customers to enter the policy without any known or unknown pre-existing conditions as stated in Section FLimitations of Liability #1.Had you had the unit checked prior to the purchase date, you would have been informed that the unit needed to be repaired prior to signing up with us.We do regret your frustration and as we stated in our prior response, we are willing to provide you back with a full refund of the policy If you would like to accept this offer of the full refund, please contact our customer service department.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] The system needs to be bled and this is a part of routine maintenanceThe policy with CHW is not a maintenance policyThe air tube is a part of the system that is responsible for bleeding and wouldn’t be covered, however, it needs to be replacedWhen you called CHW, the representative advised that you may seek a second opinion and have it submitted to CHW for review, however, at this time, the claim is not covered according to the policyPlease refer to section Letter F, Numbers and of the policySection Letter F, Number states, “We 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”Section Letter F, Number 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 replacement”Please call the customer service team at CHW directly at ###-###-#### if you have any questionsWe 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 refuse to keep going back and forth with this companyYes I agreed to unit being installed ecausei wasn't aware of the difference between unitsAfter unit was installed and heard how loud it wasi informed all parties involved that it wasn't what I wanted and not comparable to what we hadNothing was done by Choice Home Warranty or contractor tocorrect the problem or even try to satisfy customer.I will never use this company or [redacted] again and thecustomer service provided was horrible by both parties.I want this advertised by the Revdex.com andalso noted that no resolution was reached 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/user-agreement/A review of the claim shows that it was processed according to the policy Based on the diagnosis that we received, it stated that the system had no Freon and a leak test needed to be performed Please be advised that your policy coverage start date was 1/22/and you placed your claim on 1/22/ Your unit would not have leaked out 100% of Freon in the short lifespan of the policyPer our policy, Section Letter A., Number CHW requires all units to be in proper working order on the effective date of this home warranty contract.Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policyRegards,CHW

Dear [redacted] ***,We regret to hear your frustration and dissatisfaction with CHWPlease refer to Section Letter L of Cancellations: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 writing.If you would like to cancel your policy, please contact us directly at ###-###-#### Monday-Friday 9am to 6am EST.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.I appreciate CHW refunding the fee that was charged to my credit card Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:Your response was 100% inaccurate I spoke to the technician several times who confirmed the malfunction had nothing to do with Maintenence The visible problem was a leak but the cause was mechanical failure The leak was not in the holding tank The mechanical components broke/failedClearly that should be covered The technician offered to have a way conversation confirming this diagnosisHe also explained Choice would never honor the claim Further, a second technician was never dispatched A common sense review of the thousands of Revdex.com complaints for this exact situation greatly confirm my complaint I paid for a service which you actually had no intention to deliver If stealing my $is your idea of a fiduciary business service, so be it I'm in sales myself and pride myself in going above and beyond for my clients Not the lowest common denominator.I signed up for Choice after years with another vendor with no problems Your plan was less expensive and the salesman promised quality service Obviously I bought in to the lie Either replace the unit as you should, return the $252, or continue this business practice 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/useragreementUpon review of your claim, we do see that CHW has explained that the failures that occurred are per our policy are partially coveredCHW is covering the main failure which would be considered the compressor and you are responsible for the secondary failures of the Freon and the misccost from the technician of $180.00.CHW does not cover failures that are considered to be secondary, please review section FLimitations of Liability #We do regret your frustration; however CHW is in full compliance with the terms and conditions of our 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/useragreementUpon review of your policy, we do see that you have paid for the one year at $and CHW has assisted you with one covered claim in the amount of $130.00.We do understand that claims can be frustrating however all of our coverage is listed in the policy which was sent to you before the actual policy began Per our policy, Section L Cancellations, you are entitled to a pro-rated refund however as a good faith offer we are offering to provide you with a refund of the paid policy and subtract that amount of paid claims, this will provide you with a refund of $295.00.If you would like to accept this offer, please contact us at ###-###-#### and we will then send you a release agreement.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 policy that began with us on 7/5/15, we show that you placed claims days after the policy began.One claim was for your Air Conditioning System, which shows that CHW sent a technician to the home and once he arrived at the home no one answered the door We contacted you back after that and did not receive any correspondence from you in reference to that claim.The Second claim was for your plumbing system that you placed on 7/10/15, stating there was a leak under the sink in the kitchenIt was stated that there was a leak in the disposal The could not have happened within the timeframe which you had your policyPer our policy, Section ACoverage #states that all units have to be in proper working order on the start date of the policy It also states in Section FLimitations of Liability #that CHW does not cover any known or unknown pre-existing conditions which this was.Following that claim you placed a claim for your water heater, the technician stated that the unit was filled with sediment on the hot side and needed to be flushed outThis is a maintenance issue not a repair issue.The next claim you placed was for the garbage disposal, which we had already explained to you on the plumbing claim that we would not fix pre-existing issues.Then again on 5/7/16, you placed a claim for the water heater again which we explained to you that the unit had severe rust, poorly maintained and therefore this was not covered due to a lack of proper routine maintenanceThis is stated in Section FLimitations of Liability#12.The last claim that you placed, for the plumbing system, you placed it for faucets outside the home Our policy does not cover anything that is outside the home and we do not cover faucetsPlease read our policy, Section DCoverage #8.We ask all customers to review the policy, we do not hide anything that is or is not covered and if you do place a claim you will be responsible for paying the technician to come to your home to diagnose the system This is in the policy as well in Section CService Calls.We do regret your frustration however and we do thank you for your feedback and we do hope that we are able to resolve this with you.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 water heater tank was leaking and needed to be replacedPer our policy, Section Letter D, Number 6, CHW does not cover “ CHW does not cover the main, holding or storage tanks ” Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfiedWe strive to provide the best customer experience, therefore we offered you fund in the amount of $to assist you on the non-covered claim You accepted this offer.Please note, that per our policy, Section Letter L of Cancellation: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 writing.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 unit was working, blowing out cool air & keeping the home cool until the claim was filedIn Indiana, we've had temperatures steadily in the high 80's and the home was coolHow can Choice Home Warranty claim to know if the home was cool at that time? They just do not want to pay the claimAs far as a refund, yes, a refund can be requested, but it will be refunded to the previous owner of the home, not the current owner, which is whom it was purchased for Regards, [redacted]

Dear [redacted] ,We regret your frustration Please understand that our policy as it explains what we cover and what we do not cover Our policy is available on our website at www.choicehomewarranty.com for public viewing We have also re-emailed a copy of your policy to you As a goodwill gesture, we will resubmit your claim to our Authorization’s Department for re-review Once an updated decision has been mailed, we will reach out to you with the outcome Regards,CHW

Complaint: [redacted] I am rejecting this response because: As I stated before, the technicjan was a crookI was not affirded the opportunity to get a second opinionThe technician had no clue if my filter was clogged because he never came insode my houseIt was a lie and based on assumptionI changed my filter every daysI buy the month filtersIn addition, the custkmer service representatives did not give me a full refund and I had the policy less than daysI paid 395$ for the police and I was refunded 270$How is that fair? I want a full 395$ policy with exclusion of the cancellation feeThat is the least choice home warranty can do for their deployed servicemembersAfterall I routinely maintained my ac and you dkd nlt honlr the contractAlso, I never hung up on any phone call, and was never offered to provide proof to overturn the situationAt this point I will be satisfied with a full 395$ refund.Regards, [redacted]

We have verified that the check has been mailedIt has not been cashedThe policy states that you can pay a $fee and CHW will re-issue the checkThis amount will be deducted from the checkOr, you can wait days to receive the check and if it remains outstanding, CHW will reissue a check at no charge 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 Air Conditioning claim we do see that the technician that came to your home to diagnose the system stated that the unit needed a new breaker CHW did approve this portion of the claim however once that was completed the technician stated that the breaker tripped right away and the unit shorted out This happens due to a lack of proper routine maintenancePer our policy, Section FLimitations of Liability #states that we do not cover failures due to a lack of proper routine maintenance.We did receive the records that you had sent to us and they unfortunately do not show routine maintenance The records that you had from 7/& 7/are not proper records, are missing the technicians’ name, company, phone number, license number and the invoice itself for the unit are missing gauge reading, Freon levels and fan conditionsWe spoke with your technician on 10/28/and he advised us that the unit was working and was in excellent condition He states that he inspects the unit but does not do any maintenance to it Again, per our policy, CHW does require all units to be properly maintained by the customer per the manufactures specifications.We do see that you purchased your policy on 4/1/and it started right away and it is going to expire on 5/1/ We would like to offer you a full refund of the policy in the amount of $401.25, as a goodwill gesture It is unfortunate that this happened and we are not able to cover the failures per the policy however if you would like a full refund of what you paid for the policy, we will be happy to provide that amount to you We would ask that you contact our office and once you speak with a manager they will confirm with you that you do accept and we will process a full refund for you.We do regret your frustration and do hope that you will accept our offer In reference to the claim and our policy however CHW is in full compliance with the terms and conditions.Regards,CHW

Dear [redacted] ***l,The diagnosis that CHW was provided with was that “the return plenum and supply plenum have many air leaks and in certain places it is falling apart The heat kit was shorted out and needed to be replaced.” Per our policy, the heat kit failed due to the plenum having holes (air leaks)Our policy does not cover failures that are caused by secondary damages Please review our policy, Section FLimitations of Liability #that states that CHW does not cover failures that are caused by secondary damagesIf you disagree with this outcome, you are more than welcome to provide a second opinion to us and have your own technician contact our inside authorization team at ###-###-#### If you can have them provide pictures in order to prove your technician’s diagnosis, this would be helpful as wellIf you chose not to have a second opinion and would like to cancel the policy with us, we are willing to provide you with a refund of the paid policy, minus the paid claims That would provide you with a refund of $rather than the refund that would normally be provided to you as stated in Section LCancellations which at this time would be around $11.25.Please contact our customer service department if you would like to accept this offer and we will provide you with the paperwork that would need to be signed.Respectfully,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 our web site at [redacted] Upon review of your policy that began on 2/10/16, you placed a claim for your heating system and CHW dispatched a technician to your homeUpon diagnosis it was explained to us that the TSTAT was found to be faulty and needed to be replaced We were advised that the TSTAT could not have failed within the day of having the policy; this would be something that takes time to failPer our policy Section A#states that all units must enter the policy in proper working order It also states in Section FLimitations of Liability #that CHW does not cover failures that are known or unknown pre-existing to the policy’s start date.We do apologize if you felt that we were saying that your inspection was incorrect what we were trying to explain was that an inspection report just shows if a unit turns on or off at that point in time, it doesn’t show levels of Freon or any other maintenance related things that would have been able to prevent this from happening.We do see that you have chosen to cancel with us and we do see that we provided you with a full refund, we regret your frustration however; CHW is in full compliance with our policy.Best regards,CHW

Our policy states that if you have a claim, we will send out a technician to diagnose the issue We cannot diagnose your issue over the phone as we are not technicians who are taking the claim and we do not know exactly what the issue is In your case, a claim was placed and a tech was dispatched; you were to pay ONLY the service call fee to him Once the diagnosis came back to us, we then advise you if the claim is covered or notIf the claim is not covered you can chose to use that technician to fix your issue or use one of your ownIf your claim is covered then you only pay the service call fee Looking at this claim for your plumbing, the issue could not have started that day, you may have only noticed it that day but the flapper takes a while to break This is what is listed in our policy in 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 again regret that you are frustrated with this claim and we do see that you have chosen to cancel your policy with us CHW is in full compliance with our policy and unfortunately there is nothing more that we can do for you at this time.Respectfully,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 assetWe are committed to providing a positive customer experience and we take all feedback very seriouslyChoice 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 purchaseIt may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php Could you please advise us of what claim you are referencing to so we can look into it and assist you? On all but polices we do see that CHW has covered claims for you which were covered per the terms of our policyHowever, we would like to know exactly what claim you are referencing to so we are able to assist We do look forward to assisting you and hearing back from you as soon as possible Regards, CHW