BASS Services

Dear Mr [redacted] ,We do understand your frustration and although we have not received the invoice from you for any maintenance records, or from the technician that you stated fixed your unit for $200.00, CHW is willing to provide you with $towards this claim and offer you a onetime free service call fee and place it onto the policy.As we stated over the phone to you, the lack of maintenance as stated to us caused a secondary issue that would not be coveredIf you would like for us to assist with this claim, we are willing to provide you with half the cost of the part (again you stated was $200) and add a onetime free service call fee to the policy for the next claim that you may have.Please contact CHW if you would like to accept this offer and we will go and process a check.We do hope that you do accept this good faith offer as this is the most that we are able to provide for a claim that was not covered.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 [redacted] Upon review of your claim, we do see that our technicians around your area that we use were not available at the timeWe do apologize for this and we do see that you have chosen to cancel the policy since you already had the work completedWe would like to offer you a full refund of the policy since you have chosen to cancel it Kindly contact us and we will provide you with the documentations to sign to receive the full refund We do regret your frustration with this claim and the 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] 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 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

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

Complaint: [redacted] I am partially rejecting this response because: We have never purchased appliances nor have we ever done business with this company.Their email marketing tactics of sending spam emails to every email address to all the domains owned by my company are proof of this statement.Our business does not purchase appliances and if we were to, we certainly would not register multiple email addresses for the same appliance with a warranty company.Thank you for removing our email domains from your SPAM email marketing tactics but please be aware that the reply your company sent is factually incorrect 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 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 policy, we do see that you placed a claim for your Air Conditioning System weeks after the start date of the policyPer our policy, Section ACoverage #states that all units must be in proper working order on the start date of the policyAlso, Section FLimitations of Liability #states that CHW does not cover failures that are known or unknown pre-existing issues As a goodwill gesture, we are willing to provide you with a full refund of the paid policy in the amount of $ Please contact us for this refund and we will place the funds back onto your credit card 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: your a/c man said that all coils hold water and rust over period of time and he even said that no matter what you do they will rustFurther more the hot water heater situation also was handle wrong and your guy would not even come out to look at it and if I remember hot water heater going out is consider an emergency job no matter what time of day or nightThen with the a/c going out you find a reason not to cover it with some kinda statement of mis use of equipment and rust shock it will rust no matter what you do to itWould like at this time to just be reimbursed my full money that I paid for the policy and go my desperate ways guess that's what you get for trying to trust a salesman that told me when I signed up that everything would be covered all I pay is my call out feeJust lost all trust and guess they will not refund me and will come up with some excuse as to why they don't have to 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 cancelled policy, it shows that you purchased your policy on 3/23/and after days, the policy began on 4/23/ CHW provides our customers with days to review the terms of the policy and to ensure that all items come into the policy in proper working order as it states in Section A# On 5/18/17, you placed a claim for your washer and documented that the last time it was working properly was on 5/4/ The diagnosis that we received from the technician stated that the water valve had developed an issue however this issue could not have happened within the amount of time that you had the policyPer our policy, Section FLimitations of Liability #states that CHW does not cover failures that are known or unknown pre-existing failures This failure falls under that categoryWe 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

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 policy with CHW we do see that we were able to assist you with previous claims totaling $ for the past few yearsHowever we do see that you placed your claim for the AC System and in reviewing that claim, it was stated that the system was completely out of FreonAfter a leak detection test was completed, it was advised that the unit had a leak due to rust and corrosion Per our policy, Section FLimitations of Liability #states that CHW does not cover any failures that are a result of rust or corrosion We see that you chose to cancel your policy with usWe do regret your frustration and losing you as a customer however CHW is in full compliance with the terms and conditions of our policy We do wish you all the best, 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 claim shows that the claim was processed according to the policyThe diagnosis that was provided to CHW was that there was a replacement needed for the air handled, fan motor and also the defrost fan motor on the heat pump as they were all not workingThese failures are not something that would occur within days of the policyPer section Letter F, Number of the policy, CHW is not responsible for repairs related to known or unknown preexisting conditionsAs such, this wasn’t covered 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: I do not agree that this was the result of a secondary failure It was a result of the primary issue not being addressed properly during the first visit.I also don't agree that I was advised on January 26, that the technician would require a wire tracing, inside the unit, in order to determine what caused the high limit switch to melt.I understand that all systems and appliances have electrical components That's why these electrical components should specifically be listed under the exclusions of the covered appliance Instead, Section D.5., says that all components and parts necessary for the operation of the heating system are included in coverage I requested a written letter of the non-covered claim on February 24, I did not receive it until I called your company back in mid-March to say I had not received the letter That's when it was discovered that your company was sending the email to the wrong address During that call, stated that the information contained in that email was not sufficient In addition, I requested written documentation from the Service Provider on the diagnosis I also requested that in my previous response here, and I still have not received that documentation What they've told me, and what you're telling me in terms of the cause of the failure do not match I have requested this documentation from the Service Provider, and they have not provided it Per Section Cyou have the sole and absolute right to select the Service Provider Given that right, please track down and provide the written documentation.Yes, I did replace the heating system without prior approval As stated previously, I have tenants with children living in the home It was the middle of the winter when the unit failed The Service Provider you selected said the unit needed to be replaced Regards, [redacted]

Per our policy, Section F#states that we do not cover any known or unknown pre-existing conditions to the policyYou placed a claim for your Pool and AC a few weeks after your start date of the policy We are not able to cover the claim for either one of them due to the policy.If you would like, since we are not able to cover the pool issue for you; we can provide you back the extra cost that it did cost you to have that coverage.As a good will gesture we would be happy to assist you with the refund of the pool coverageIf you would like this, please contact us and we will provide it for you.Thank you,CHW

Complaint: [redacted] I am rejecting this response because: Any reasonable person reading this shall realize that the business is not addressing this complaintIt is excuse after excuse that DOESN'T EVEN MAKE SENSEThe company already has its own record that preventative maintenance was done in June Regardless, the burden of proof is not upon meThe company's own serviceman provided statements that our A/C unit IS properly maintainedIn addition, the company's own serviceman has provided a report that the A/C damage HAS NOTHING TO DO WITH MAINTENANCEThis is a small problem that these folks must be willing to turn into a major issueAll choices have consequences 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] Upon review of your claim it appears that it was processed in accordance with the terms of the policy, section Letter D, Number which states, that faucets, fixtures, cartridges, shower heads & shower arms are not covered under the terms of the policyBased on the diagnosis that was submitted by the customers technician which is indicated on the invoice that was sent in to CHW the issue was with the faucets and cartridgesThe invoice indicates “lav faucets no pressure due to Kohler cartridges” and “found left hand and right hand master bath faucets with very low water pressure due to restrictions of cartridges”Based on the invoice sent in, this is not a covered claimAdditionally, section Letter C, Number states that repairs that are completed without prior approval are not covered, however, this is not considered in this claim based on the diagnosisThe claim is one that wouldn’t be covered 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, however, we have many customers who have multiple units at one address – therefore, the system would not prohibit duplicate addresses As previously stated, we have cancelled your policies and are currently processing your full refund in the amount of $and $485.00.You may contact your bank to dispute the overdraft fees they charged you Regards,CHW

Complaint: [redacted] I am rejecting this response because: CHW agreed to pay for part of the repair, the technician that was sent to our home indicated that there was no neglect of the home owner and also indicated that this is the reason for denial from CHW continiouslyI would be happy to provide maintenance records showing that we have changed our filters, and clreaned fan motors and blades at the unit on a regular basisIt will take me some time as this was never indicated that we would need these records to prove to CHW that this had been done (even though it should be obvious as when the technician came out the first response from him was there is no sign of neglect or lack of maintenance to the unit (s) at the time we purchased the contract for home warranty servicesThe other issues is that myself and the tecnician have spent hours on hold with CHW only to be disconnectedI have yet to see a cost for the repair, as I stated earlier I have only recieved the receipt for the $service fee which I paid the tecnician when he came to evaluate the problem with the unitSo when they say they are will to cover the cost of the compressor and other miscparts associated with the repair I really don't have any idea what the total cost is or should beThae last conversation I had with CHW, they were not even aware that the repairs had been completedTotal lack of communication from CHW to the customer and the technicians they have hired tocomplete work on their behalf Regards, [redacted]

I don't know What their policies, when I signed contract with CHW salesman said all will be included and you will have good life without spending any money as you have contracted with CHWWhy salesman lying to selling their policiesThey did not offer any goodwill so how do I accept? I have called tons of time and all the time they were saying we will call you within hours and provide solutions but I never get any call from them.Now that issues became health issues tooI have spent lot of money in replacing water heater, doctor checkups, tests, medicines, antibiotics and others because of the CHW onlyPlus I have paid $1700+ for coverage till year.I am planning to do lawsuit against CHW in near future if this case does not get resolved.I'm requesting Revdex.com to get at least $so that everyone's life become easy without falling into legal wayHate CHW this time....Please reopen the case as I'm requesting you from my heart

Complaint: [redacted] I am rejecting this response because:the $was to get another opinion from an independent technicianLike I told Steven and others the $was only for that and NOT towards replacement of my a/c! As they can see it gonna cost more than $175! My maintenance records that I sent and dates the company sent them SHOWED the a/c was maintain as requiredThe company always checked everything twice a year and if anything was wrong they would have told me and I would have fixed the problemWe never had any problems with the a/c until nowWe paid for our own Freon,etc and kept it maintain, that's one of the main reason it lasted more than the 10-yearsChoice Home Warranty don't want to pay as they have done other customers who have sued them for the same issuesThey shouldn't have taken payment for AprilOne of their supervisor told my wife to send an invoice showing what it will cost to repair and Choice Home Warranty would help with repairsThe $isn't enough to begin repairs on a new unitJust another lie they told about helping with repairsThey had said they didn't receive any maintenance reports but now they are saying they did...always one lie after another oneI don't accept their reason/answer/ $to pay towards new system but towards an iindepindependent technician of my choice,etcI will be contacting an attorney as others have done to get this settled if need be! Regards, [redacted]