BASS Services

Complaint: [redacted] I am rejecting this response because: The contract is for the service I purchase an additional option and asked to see the contraction for the add on Ice Maker.They are referring to the standard contract, not a contract for the Add on Ice Maker I want to see that contract but they could not provide it Regards, [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 complaint, you stated that you had requested transcripts from the tech to Choice Home Warranty We do not have any such documents as this is a verbal communication and we do not send this out to the customers If you would like a written letter showing why the claim was not covered, that we can provide; and I do see that we did provide that to you on 7/10/15.We also see that you had spoken to the technician and stated that you no longer wanted his services as you were going to cancel your policy and use further actions to have this unit replaced.On 7/7/we did advise you that there was a leak from the condenser coil at the soldering joint This leak was caused by either a previous repair or a manufacture defect that could take time to start We advise you to contact the manufacture to find out if this is an ongoing issue with this type of unit.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us We do appreciate your feedback as this does help us with our customer service and service providersChoice Home Warranty was in full compliance with its terms & conditions.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 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 policyThe diagnosis that was received stated that there was an internal failure on the compressor which was caused by excess overheating of the compressor from a lack of proper routine maintenancePer our policy, Section Letter F, Number 12, we do not cover failures that result from “failure to perform or routine maintenance.” Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which were not satisfied We advised you that if you wanted to dispute the claim, you could provide us with proper routine maintenance records We also advised you that your system was two months out from its standard year manufacturer’s warranty, and if you had the installation date and it was installed in April or later, then the manufacture will cover the parts for the repair You opted to send provide us with recordsWe received invoices that showed the failures and the repairs We appreciate the effort, however the invoices you provided do not show a proper routine maintenance record, but truly shows the signs of lack of maintenance your system had At this time the outcome of the claim stands We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

I am rejecting this response because: the repair man that repaired our refrigerator wasn't getting paid for the work he did here plus other placesI spoke to customer service about him not being paid more then once and each one gave me a different reason why he was't paid yetWe never have any problems with our mail being lost by which I already recieved two other checks from themBy looking at their track record I do not believe the check is lost

Why should I have to pay a service fee of $to find my own plumberThe Codid absolutely nothing! Complaint: [redacted] I am rejecting this response because: Regards, [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, I do see that CHW has paid out $of your claims I do see that you had placed a claim for your AC and we were not able to cover that claim due to the fact that the technician stated the compressor terminals were grounded; burnt at connections This caused the system to malfunction Unfortunately, this is not a wear and tear and it would be considered to be a lack of proper maintenance.Per our policy we do not cover any units that fail due to a lack of proper maintenance or that are not wear and tear Please see Section FFLIMITATIONS OF LIABILITYThe 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 are not responsible for the repair of any cosmetic defects or performance of routine maintenance We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressureWe 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.Lastly, you had already chosen to cancel your policy with us therefore we are unable to approve any claims for you anymore We do regret any frustration with this claim or for any other claims that you may have hadWe urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

The fact that no details were mailed to me after having asked twice ..im sure in which all the things that are NOT covered are listedYour company is gaining customers under presumptionsI was told that all I had to pay was a service call and ALL PARTS and labor were covered by the policy..and if it couldnt be fixed it would be replacedYou can state you are in compliance with your policies ..state whatever you would like..im just glad to be done with your businessI will accept the full refund thankfully as I would have never purchased the policy knowing all the little stipulations that were not made availableThank you for the refund.[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 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 internal failure in the compressor This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor This failure occurred from a lack of proper routine maintenance.Per 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 requested to cancel due to your dissatisfaction.We regret to hear your wish to cancel If you would like to cancel your policy, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

I have giving the receipts from the maintenance done on the watersofter from because they wanted proof of maintenance on it from previous yearsI provided them with them and it was still not good enoughThey will only pay for minor fixesThey have proven thatTwo garbage disposal and a minor sink leakI would like to get my money back and carry on with a different company Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:This is so aggravating to meDon't thank me for being a CHW customer because right now I am not pleasedYour company is the worst and I would not recommend you to my worst enemyAnd that is the truthI never had an issue with American Home Shield but against my better judgement I choice your company because it was cheaper and the co pay was cheaperI guess I am getting what I paid forCheaper is not always the best and you are the cheapest and the worseAnd the only reason I am keeping your lousy warranty is because I am almost months in and it wouldn't be wise for me to start over with another company because I would have to wait days I will send you receipt for where I bought the part and a receipt for when I paid someone to do the laborPlease be advised that it is receiptsOne for the part and one for labor 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 our web site at http://www.choicehomewarranty.com/user_agreement.php Upon review of your policy, I do see that you had an issue with your icemaker but unfortunately per our policy Section DCoverage # KITCHEN REFRIGERATOR, you will see in the exclusions that we do not cover ice-makersWe did offer to provide you with a technician to look at the ice-maker but there is nothing in our policy that would provide this coverage to you.CHW would not be able to provide you with a full refund due to Section LCancellations, CHW has paid out $for your policy and you would have to pay an administrative fee as well as the funds we paid out CHW has already processed your refund and provided you with $which is the correct refund amount.We do regret your frustration with this claim however CHW is in full compliance with our terms and conditions of our policy.Best regards,CHW

[redacted] We do regret your frustration however our policy does not cover this type of failure Also, per our policy, we do not cover the amount that you are asking Our offer does stand for $as a goodwill gesture.If you would like to accept this final offer, kindly contact us at ###-###-####.Thank you,CHW

Dear Keith [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 to the policyAs outlined in section Letter F, Number of the policy known or unknown pre-existing conditions are not coveredIt was deemed as preexisting based on the fact that multiple component failures occurred on the effective date of the policyThese things occur over the span of timeHowever, a goodwill offer of $was offered to assist with the repairs and it was declinedAt this time the policy is no longer active and you should expect an email and refundWe 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] I have reviewed your claim and I have emailed you and also tried to call you on both numbers that were provided to us I do apologize for any trouble that you have gone through with this claim It appears that the unit is under manufacture warranty If you contact the manufacter with the serial number and the model number that I have proved to you, they will send you the part for no cost Once you have the part, please contact us and we will provide the technician to put the unit in for you and cover the labor portion of the claim as well as the access Although the labor and access would not be something that CHW would cover, we are happy to assist you in this claim If for any reason you find out that this unit is not under manufacture warranty, please contact me directly and I will make sure to have the technician come to your home and fix the unit at no cost to you.For your trouble, we have added a onetime free service call fee to this policy and do hope that we have this resolved as soon as possible.Please feel free to email me with any questions or concerns [redacted] Respectfully, [redacted] **

Your cancellation was handled in accordance with the policy, section Letter L, Number 4, If 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 UsRegards,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 you placed a claim a few days after your policy beganWe dispatched a technician who advised us that this type of unit is a water sourced heat pump and is an excluded item in our policy, Section DCoverage # We also see that you canceled your policy with usWe do regret your frustration with this claim; however we are in 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 appears that it was processed in accordance with the policy section Letter F, Number in which it 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”Although CHW doesn’t require maintenance records, customers are invited to submit the maintenance records to have a claim reviewed and hope for a more favorable claim outcomeAs this home was a recent purchase and there was only maintenance record, CHW extended a goodwill gesture payment to assist with the repairs of the non-covered claim but it was declinedSince that time the account has been canceled We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, 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 claims, I do see that both of your units were deemed denied per our policy Claim # [redacted] that was placed on 05/13/was not a covered claim due to the fact that CHW was advised by the service provider that the condensing coil had a non-repairable leak Condenser coils are built to be very durable being designed to withstand weather and temperature extremes and with proper installation, care and routine maintenance the can last decades normally outlasting every other part in a condenserSo that being said, Non-repairable leaks in condensing coils less than years old are caused mainly due to a lack of proper routine maintenance, yet can also be caused by an improper installation or improper previous repair or design, and in rare instances a manufactures defect which would usually occur while unit is still covered by the manufacturer, the only other way would be physical damage, from lawn equipment, hail etc I have attached the pictures of this unit that was sent to us and you will see that there is physical damage as well as rust/ corrosion on the unit If this unit was maintained properly, it would have lasted a lot longer than the age it was when failed Also, please note that having an inspection is completely different than having maintenance An inspection will see if the unit turns on and off, does it get cold or not That is all that an inspection is, whereas the maintenance technician would use preventive methods that are specified by the manufacture to ensure the unit is working properly Your second unit that you placed a claim for, claim # [redacted] was denied due to rust or corrosion I have attached the pictures for your review CHW does not cover a unit that has a failure due to rust or corrosion This is stated in our policy in Section FLIMITATIONS OF LIABILITYThe 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.CHW states in the policy that they do not cover routine maintenance that is the customer’s responsibility to make sure that this is completed Per Section FLIMITATIONS OF LIABILITYWe are not responsible for the repair of any cosmetic defects or performance of routine maintenanceWe are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressureWe 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 replacementYou did state that you had your unit maintained; why would you not offer to send in the records and just cancel the policy? If you had sent the records into CHW, our authorization team would have reviewed the claim Unfortunately, you have chosen to cancel your policy with us and providing the pictures that the technician gave to us, we are unable to assist with either claimsWe do apologize for any frustration that these claims have caused and we are very sorry that you chose to cancel with CHW We do thank you for your feedback as this is always helpful for our customer service and service providers.Best regards, Tracy CHW Consumer Advocate

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] We apologize that you have been receiving telephone calls erroneously on your cell phoneWe have updated our records accordingly to have this removed Regards, CHW

Dear [redacted] Please provide us with the statement that shows that CHW has the funds, our billing department stated that they are still in dispute We do not have the money, the bank holds the money until the dispute is over.Please fax this information to ###-###-####.Thank you,Choice Home Warranty