BASS Services

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

[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]

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

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] ***

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] 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

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]

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]

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

Dear [redacted] , Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on [redacted] Upon review of your claim it appears that the claim was processed in accordance with the policyThe compressor had an internal failure which was a result of lack of routine maintenanceSection 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 replacementAlthough CHW doesn’t require maintenance records, you are invited to submit the maintenance records which indicate that you have had proper routine maintenanceThis will allow review of your claim 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: Yes I am because I took the necessary steps that they informed me to do then the business left their company Choice Warranty also was lied to continuously and they didn’t see it coming that this guy was not rightI had someone look at the damage and he stated the new rug would cost about $$and to installI know choices policy but this is no fault of mines they should have this guys insurance coverage so we can submit s claim 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] Please accept the apologies of CHW for the delay in having the check processedA payment in the amount of $was authorized on 10/24/and is scheduled to be mailed within the next business daysYou will not wait the days based on the situation that has occurred 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: 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]

[redacted] ***,CHW requested in our previous response that if you would like to cancel your policy that you would have to call the company to cancelCHW has provided you with the number to call and cancel the policy Please contact us at ###-###-#### and ask to speak with our cancellations department They will be able to assist with the cancellation of your policy.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 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

Dear [redacted] CHW’s policy states that all units must come into the policy in proper working order The fact that the inducer motor failed within the first month of your policy being in effect would show that the unit did not come into the policy properly.You chose to cancel your policy with us and as a goodwill gesture we provided you back the last month’s payment of $ The total that you paid for this policy was $and with the last payment being refunded to you, there is a balance of $that you paid to us We are not able to provide you with the funds for the repair since it is against our policy but we are willing to provide you with the refund of $for you to have a full refund of your policy.We have documented the system with the offer that we have made, if you would like to accept this offer, please contact us or respond to the complaint.This is a good faith effort to satisfy this complaint and CHW is going above the procedure since this account has been cancelledBest 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

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 www.choicehomewarranty.com/useragreement Upon review of your policy, we do see that you have placed a claim for the water heaterWe do understand your frustration however all of our customers are provided days before the policy begins to review the terms and conditions of the policyPlease see Section DCoverage #that states that CHW does not cover failures that are from the actual tank since the tank does not have a mechanical failureThe tank is a holding vessel that the water is stored If you would like to cancel the policy with us, we ask that you refer to Section L Cancellations in our policy to cancel per the terms We do thank you for your feedback however this claim would not be something that is covered per the terms of the policyCHW is in full compliance with the terms and conditions of our policy Regards, CHW