BASS Services

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 AC claim, I do see that the technician advised you that you had a cracked heat exchanger Also, per your conversation with ***, he advised you that this is considered to be a lack of proper maintenance, a pre-existing issue to our policy and lastly, CHW does not cover valves Your policy started with us on 2/25/and your claim was a month later An issue such as this happens over time and not within a month of a policy I do see that you had spoken to [redacted] and he did offer you a full refund of your policy since you were in a disagreement with the outcome of the claim We do apologize, we are not able to cover the claim but if you would like the full refund, we are still offering it to you We would not want someone to have a policy with us if they disagree with the policy.We do apologize for any frustration that this has caused and we do appreciate your feedback as this does help us with our customer service and service providers.Best regards, CHW

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

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] 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

In accordance with our policy, section Letter F, Number 9, We have the sole right to determine whether a covered system or appliance will be repaired or replacedWe are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color 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 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 purchaseIt may also be found on our web site at [redacted] Upon review of your claim, we do see that the parts are no longer available and that CHW provided you with a check that does take business days to receiveWe provided you with the amount of parts and labor as stated in Section FLimitation of Liability #16, it 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” Also, please note that per our policy, we do not cover the actual tankThe tank is a storage vessel for the water and there is no mechanical function for the tank, therefore we cover only the heating elements for the unit We do see that you stated to us on 5/12/16, that you would have to replace the unit for $that was the reason that CHW did increase the amount for you to $This amount is more than the parts and labor for the system We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy Regards, CHW

Complaint: [redacted] I am rejecting this response because: There policy states that the funds would be back in my account within to buisness days after I canceledNot to buisness days after to buisness days after being canceledI have been on the phone for hours waiting for them to take me off of hold to be told that I would have my funds in my account within to days of my cancelationThis is one mismanaged and discieving company that has no intention on refunding any funds once you read their warranty and insist that you don't need your concerns in writingThat they will make notes on your account and they will remember their notes to years later with the owner of the policy not having a copyPlus it took minutes on the phone to get my warranty canceledThey kept insisting that I had no need to cancel no matter what I thought Regards, [redacted]

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

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

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 did receive a phone call yesterday by our bank who informed us that the check we did send was not cleared As a goodwill gesture, CHW is sending a check out to you before the days and we will stop payment on the previous check.Thank you for advising us and we will have this new check out to you asap.Thank you,CHW

Complaint: [redacted] I am rejecting this response because: You have advertisingOur unit was not out of complianceThere is a difference in being out of compliance and being oldOur unit was years old, with a unit of that age there should be no expectation of typical wear and tearOur unit was in fantastic shape for the age, this is per the e pert that YOUR company sent to us!! YOUR COMPANY IS A JOKE AND SIMPLY OUT TO MAKE MONEY AND NOT MAKE REPAIRS!! Regards, [redacted]

Dear [redacted] , CHW does not cover failures that are pre-existing to the start date of the policyPlease review the policy Section Letter A#It states that all units must enter the policy in proper working order and that we will not cover any failures that are pre-existing to the start datePlease see below: 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.” The policy began on 5/25/and you placed your claim on 5/31/(days after the start date)You are provided days prior to the start date to ensure that all the units are in proper working order and to ensure that you have read and understood the terms of the policy The technician that provided us with the diagnosis advised us that the unit failed due to a multitude of mechanical failures, it was also advised that these failures could not have happened within the days that the policy was in effect; therefore the claim was not a covered claim We do regret your frustration and that is why we provided you with a full refund of the paid policy in the amount of $which was credited to the credit card you used to purchase the policyThis credit was placed onto the credit card on 6/7/ Since you disagreed with the terms and conditions of the policy, CHW did provide you with the full refund However there is nothing more that we can do for this policy since it has been fully refunded and cancelled.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] CHW apologizes for the miscommunication and please know that the policy that was established has been canceled and the monies will be refunded to your credit cardThe information has been brought to the attention of the Manager who has handled the employee accordingly Regards, CHW

[redacted] ,CHW will be happy to provide you with a refund based upon our policy, Section LCancellations Your policy was only available for a full refund the first 3o days from the date you signed up with usPlease contact our customer service department and you will be able to cancel Thank you,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 policy that you have with CHW we do see that we have assisted you on the following claims:Claim # [redacted] for your Dishwasher in the amount of $121.00Claim # [redacted] for your Garbage Disposal in the amount of $195.00Claim # [redacted] for your Electrical System in the amount of $477.00Per the policy, we do not cover SPA’S that are above ground Section EOPTIONAL COVERAGE POOL AND/OR SPA EQUIPMENTINCUDED: Both pool and buispa equipment (exterior hot tub and whirlpool) are covered if they utilize common equipmentIf they do not utilize common equipment, then only one or the other is covered unless an additional fee is paidCoverage applies to above ground, accessible working components and parts of the heating, pumping and filtration system as follows: Heater – Pump - Motor - Filter - Filter timer - Gaskets - Blower - Timer - Valves, limited to back flush, actuator, check, and and 3-way valves - Relays and switches - Pool sweep motor and pump - Above ground plumbing pipes and wiring, except:EXCLUDED: Portable or above ground pools/spas - Control panels and electronic boards - Lights - Liners – Maintenance - Structural defects - Solar equipment - Jets - Ornamental fountains, waterfalls and their pumping systems - Pool cover and related equipment - Fill line and fill valve - Buior detachable cleaning equipment such as, but not limited to, pool sweeps, pop up heads – Turbo valves, skimmers, chlorinators, and ionizers - Fuel storage tanks – Disposable filtration mediums – Cracked or corroded casings - Grids - Cartridges - Heat pump – Salt water systemsWe will pay no more than $per contract term for access, diagnosis and repair and/or replacement.Per our conversation, I have agreed to send you a check in the amount of $that is our CAP for the year on the POOL/SPA coverage I have emailed you this information and I have not heard back from you If you do accept this offer, please advise me and I will send you the proper paperwork and have the check authorized.Best regards,***

Complaint: [redacted] I am rejecting this response because: Again, like I have stated and the LEAD TECH CHW SENT OUT, it is not on the end coils areas where it is rustedAgain, I have attached a copy of the invoice where it states thisI have spoken to the tech and the company numerous times and have been advised the same thing everytime, "it is not on a rusted area and is caused by wear and tear! They even told how much they hate dealing with CHW because 95% of the times claims are deniedAs a goodwill gesture you are going to credit me months if payments? This is laughable! What about the wasted payments we have made since August since the policy has been active! What about the $service fee and the $leak detection we had to pay for that CHW does not cover? And by the way you are the only warrnaty company that does not cover leak detection, but I could not even submit my claim untill I had one doneSo you forced us to spend the $for what? 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 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 were not satisfied As a goodwill gesture, we have added a onetime free service call fee onto your policy; this can be used on your next claim 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 there was missing Freon from the unit’s sealed system Please understand that this would not occur from wear and tear Per our policy, Section Letter A., Number CHW only 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 were not in agreeance If you would like to further dispute this claim, you are entitled to getting a second opinion at your expense If you choose to get a second opinion, you can submit it to [email protected] for review If the outcome proves to be different, we would adjust the claim accordingly.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] A review of both claims show that the claims were handled in accordance with the policyThere was a claim placed for the air conditioning unit on 7/12/which was not covered [redacted] was dispatched on 7/12/15, which was also re-dispatched to another companyThis was done in accordance to the policy Section Letter C, Number which states, “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”CHW received a diagnosis from the technician on 7/16/The evaporator coil was leaking Freon, there was dirt and debris on the face of the coil and the coil was deterioratingDeterioration and leaks occur as a result of lack of proper routine maintenance which is not covered by CHW as outlined in section Letter F, Number Documents were submitted but were not valid maintenance records as they didn’t indicate the identification information including the serial or model numberAdditionally 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” The next claim for the air conditioning unit was placed on 7/31/This claim was dispatched on 7/31/You informed CHW that the technician hadn’t followed up and kept the agreed upon appointment time and CHW re-dispatched the claimCHW received a diagnosis from the technician on 8/3/that the coil was severely rusted and the failure was a result of the rust and the leakSection Letter F, Numbers and indicate that CHW is not responsible for repairs related to rust and corrosionOn 8/5/16, CHW provided you with the address to dispute the claim, however, there was never a dispute receivedPlease call the CHW customer service team should you have any questions at ###-###-#### We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW