BASS Services

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

Dear [redacted] 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 claim shows that the claim was processed in accordance with the policyThe technician provided a diagnosis that there is an issue with the shower valve and it needs to be replacedThe shower valve is a part of the actual fixtureThe policy states in Section letter D, Number that fixtures are not covered 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 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 [redacted] Upon review of your claim, we do see that the technician advised CHW that the actual tank would have to be replacedPer our policy Section DCoverage #states that CHW is not responsible for replacement of the actual tankBeing that you are new to CHW and this is your first claim, we are offering to provide you with a goodwill gesture in the amount of $ If you would like to accept this amount, please contact us and it is documented that that is the offer we have advised to youIf you would like to discuss this claim any further, please contact us and please ask to speak with the highest level customer facing Manager, Sara who will be able to assist you We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy Regards, CHW

I do apologize for the time frame of the parts being ordered This is out of our control but I have contacted the technician Scott and he is on his way to your home today 6/17/to repair the unit Also, I do apologize for not returning your call that quickly, I do respond to customers in the order in which I receive the claims You had requested a "break down" that Russ did provide to you and I will place it below:Customer responsible for Dryer - $85Recovery - $50Disposal - $50Disconnect Installed - $125Evap Coil cleaning - $150Labor - $300Total - $760CHW is covering:CFM - $250GW - Run Cap - $65, Compressor - $295, Labor - $175Total auth - $785GW -$535.00The total of this is $and all of the payments that CHW is paying out for is out of GOODWILL This was not a covered claim and out of good faith, we have covered the portion for you.Respectfully,Tracy

[redacted] , We do show that the amount of $has been credited to your policy as of 3/17/16; this did go back onto your credit card ending in [redacted] that had an expiration of 04/ If you would need further information please contact us and we would be happy to provide any further information that we have As stated this was credited to you on 3/17/ 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 claim shows it was handled properlyThe claim was placed at 8:33am on 12/10/The claim was dispatched on 12/11/at 6:41amAn automated email and voice message was delivered providing the technician’s contact information which should be used to schedule a mutually agreed upon timeThis technician then advised CHW that he wouldn’t have any availability until ThursdayAt that time, CHW dispatched the claim to [redacted] who was able to schedule an appointmentSection Letter C, Number of the policy 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 is not able to determine an outcome of the claim until the information is received from the assigned technician with specifics about the diagnosisThis information was received on 12/13/and the technician sent in the billing informationThe repairs were authorized by CHW on this dateThe technician will need to schedule a time to make the repairCHW apologizes if the technician provided you with incorrect information, however, the policy outlines in specific sections how the claim is handled and it was handled accordinglyPlease call the CHW customer service team if you have any questions to speak with someone directly at ###-###-#### We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Our goal is to provide outstanding customer service and when there isn't a coverage offer, we work with our customer's and often times will make a goodwill gestureWe have extended this to youIn the event you are interested, please call our customer service team at [redacted] We will be happy to assist you Regards, CHW

Dear [redacted] ,We do apologize that you think we are stating that you lied about the motor Per our policy, we do not cover any known or unknown pre-existing issues We do not think for a second that you lied about not knowing that the motor was failing however we do know for a fact that the motor could not fail within the time frame that you have had the policy.We do see that we did offer you goodwill that you declined and stated to cancel your policy which in turn we did for you.We do very much regret your fruition and your decision to cancel the policy with usRespectfully,CHW

Complaint: [redacted] I am rejecting this response because: I am at least requesting a refund of $for the service call fees - the technician did not fix the repair at my house either time and I was forced to pay two service feesWhen I called to cancel my service, the representative (Harry on 7/18/16) said he would cut me a check but then refused to give me my money back when I wanted to also cancel service Asking for that refund 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] t You purchased the contract online on April 20, with an effective date of May 20, Per the terms of the agreement, Section Letter A, Number 3, you are provided with days to ensure all covered items are in place and in proper working order on the effective date of the warranty contractThis contract does not cover any known or unknown pre-existing conditionsAs you stated when placing your claim for your air conditioning system, it last worked on May 13, which is prior to the start of your contract 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/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 evaporator coil was impacted and the blower motor was very dirty This was caused by a lack of effective maintenancePer our policy, Section Letter F, Number 12, CHW is not responsible “ for repairs or failures that result from the Contract holder’s failure to perform or routine maintenance...” 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 $ In agreement to settle this claim, you accepted the funds as of 10/30/ Please allow days from the authorization date to process before the check is mailed outThis claim has been settled and closed.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, it shows that you placed a claim for your water heater and CHW provided you with a goodwill gesture of $towards the repair for the unit Per our policy, the actual tank is not something that is covered.If you would like to cancel your policy with CHW you can do so however the goodwill gesture that was provided to you will not be sent You would have to follow the policy guidelines of Section LCancellations and speak with our cancellation team Please feel free to contact us and we will provide you with a pro-rated refund of the policy per the terms.We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policyRegards,CHW

Dear [redacted] Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on [redacted] A review of the claims indicates it was handled properlyThe claim was initially placed on 11/1/(claim # [redacted] )The contract effective date was 12/1/so the claim couldn’t be processedAs a result when the claim was placed again on 12/3/16, it was known that it was a preexisting condition which in accordance with section Letter F, Number of the policy is not coveredHowever, CHW values all customers and wants to be able to have an opportunity to keep all customers and assist when can, as a result the claim was covered as a goodwillRecords indicate that a response was sent to your email that you sent on 12/6/at 3:48pm EST asking you to please call the CHW customer service team at ###-###-#### if you would have a need to discuss the claim further We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear [redacted] We regret to hear your frustration and your wish to cancel Although you are not entitled to a full refund, as a goodwill gesture, we will honor your request and issue you a full refund in the amount of $and cancel your policy.To accept this offer, please find attached release agreementKindly sign, notarize, and return the documents to the attention of “Consumer Advocates” and also include your policy number You can return the document by email, fax, or mail Please note faxing does take hours to upload into our system The fax number email and mailing address are listed below.Email to: [email protected] to: ###-###-####Mail to: [redacted] Regards,CHW

We do apologize for any frustration that you have had with this claim, as explained to you The records that you have sent per our inside technicians are not maintenance records but repair Adding Freon to a unit is not maintenance related it is repair relatedBeing that your policy started on 01/03/and you placed this claim only a months later also shows us that you did not come into the policy with your unit in proper working orderWe cannot approve a claim that our authorization team has already declared as non-covered We will speak with the service provider because they are to only diagnose the issue, they are not aware of our policy and how a unit should enter into the contact.Since we cannot reach a mutual agreement, CHW is not paying over the maximum amount for a non-covered claim or any amount for a non-covered claim and you as the customer believe that this is a covered claim;we are not getting anywhere, so we are offering you a full refund of your policy In a monthly bases you are not entitled to any type of refund but we will offer you a refund of the policy as a good faith effort to resolve this and we will cancel your policy CHW does not want to have a customer that does not agree with the policy and we would not want you as the customer to feel as though you are stuck with something that you don't want.Our finial offer for you would be a good faith offer of a full refund of the amount that you paid into the policy$202.50.Best regards,Tracy

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 claim that was submitted for the air conditioning system was found to have an internal failure on the compressor which was caused by excessive overheatingThis is a result of the lack of proper routine maintenanceClaims are diagnosed by the technicians that are sent but the outcome is based on the information submitted to CHWHowever, at this time, CHW is waiting to hear from your technicianCHW has reached out to him numerous timesPlease have your technician call CHW at ###-###-#### 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] Please accept the apologies of CHWAfter a review of your policy there was an error in your refund amount that was providedPlease understand that the refund is not within days of the renewal but instead days of the initial policy and that was on June 7, The renewal was on July 8, Your policy was canceled in accordance to section Letter L, Number of the policy which states If canceled after days, You shall be entitled to a pro rata refund for the remaining months of the paid contract fee for the unexpired term, less a $administrative fee or 10% of the contract fee whichever is less, and any service costs incurred by UsBased on this and a $payment that was made on a claim placed on 6/24/for the Garbage Disposal your refunded amount should have been $instead of $CHW has placed the information to make the necessary adjustment 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 our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your policy that you had with CHW, we do see that you are familiar with our reimbursement process We also see that the customer service department did explain to you the process as well If you are to use your own technician, they must call our authorization department to provide to us a diagnosis for the unit We must provide authorization for you to be reimbursed and it would be processed at our cost if it was a covered claim After reviewing the claim that you placed on 1/22/16,we do see that we dispatched [redacted] HVAC to your home but they did not service that area We do also see that we asked if you would like to use the reimbursement option and you had agreed We did go over the process with you and explained again that if the technician does not contact CHW before any work is completed, we will not reimburse for anything as it is stated in our policy in Section CService Calls #3.On 1/25/CHW emailed you a reimbursement form two times once at 12:59pm and the next time we sent it was at 7:50pm We always advise to please check your spam folder as some of our emails do get caught in the SPAM We did not receive the form back from you and we did receive a phone call from you and not the technician stating that you paid a specific amount On 1/26/16, we had offered you a goodwill gesture of $without even receiving the diagnosis from the technician This was based upon the fact that you had been with us for so long and we wanted to assist but we cannot provide the amount that you had requested due to We did not receive a diagnosis We did not know what the failure was and #the amount that you had requested was over the CAP of the policy.You did cancel your policy and declined our offer of goodwill of $ Unfortunately, we would not be able to process any type of good will gestures to you since you have cancelled the policy.We do regret your frustration however; CHW is in full compliance of our terms and conditions of the policy.Regards,CHW

Complaint: [redacted] I am rejecting this response because:The problem was fixed by a contractor that I had to hire because of the deceitful practices of CHWA whole days of without air conditioner in the peak of summer because of the run around that we got from them after 30+ phone calls and at least 10+ hours of holding to speak with a representativeThe contractor (AKS) who was sent by CHW to work on this was not able to fix the problemThe second contractor who came in diagnosed the problem and CHW immediately denied it on the premise of the fact that the circuit board was badWe do not know if this was intentionally fixed up by CHW in order to deny the claim or notEventually the diagnosis was the motor so the whole logic behind not fixing the problem because it was a circuit board issue not covered by CHW is completely disingenuousYou would think after getting a judgment handed down in the past by the Attorney General a company would change its fraudulent and deceitful practice, but unfortunately it has notAt this time if the company does not settle this claim and reimburse the expenses of the repair we would be forced to take this through the legal processAdditionally, we are in the process of gathering data which might cause us to believe that we are not the only potential plaintiff in this kind of a situationWe are seeking legal counsel on this matter and will be back with our response soon Sincerely, DrDipanjan Nag

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 claim, I do see that CHW had approved the repair of the blower motor but when the technician went to install the unit, he found that wheel went bad and needed to be replaced due to the hub being badSince this part failed due to another part failing, CHW doesn’t cover the second part that had failedThis is secondary damage because this failure was caused by something else.The motor could not be replaced until the other part had been replaced We apologize about the service provider leaving the unit the way that he didWe have tried to contact him on your behalf even though our company is not responsible for the providers as stated in Section FLimitations of Liability #CHW is not responsible for the technicians negligence.We do regret any frustration you experienced with this claim however; CHW is in full compliance with the terms and conditions of our policy.We urge all customers’ to review the policy within the day grace period that is provided before the policy begins You have this time to ensure that all units are in proper working order as well as to cancel for a full refund within this time periodBest regards,CHW