BASS Services

Dear [redacted] , Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on [redacted] Upon review of your claim it appears that the claim was processed and approvedCHW followed up with providing the technician to diagnose the problemThe technician has ordered the parts and CHW has been continuing to follow upThe part has not arrived which is causing the delay in repairing the microwave 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 This was a covered claim Based on the diagnosis that we received, it stated that the pull chain and the fan motor would not work and needed to be replaced We authorized funds to the technician for this repair Please note that our policy states in Section D, Number 13, lights are not covered.You may submit your paid invoice to [email protected] for review Once we review your invoice, we will contact you with the update 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 the claim that was placed for the oven stove cooktop that was placed on 1/16/was properly handledBased on the diagnosis that was received, it was determined that there are multiple failures with the unit and they wouldn’t have occurred in such a short life span of the policySection Letter F, Numbers and indicate that CHW is not responsible for repairs related to known or unknown preexisting conditionsThe effective date of the policy was 12/28/It appears that the management team at CHW did receive information from you that the unit wasn’t opened up in order to make a proper diagnosis and this information has been submitted for reviewPlease call CHW customer service team directly with any questions 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 www.choicehomewarranty.com/useragreement.Upon review of your claim, it does show that your compressor shorted to the ground There are many ways that a compressor can short to the ground The unit could have had a power surge, lighting strike, over heating or a leak All of which are not covered under our policy and all of which are not considered wear and tearA unit cannot run without Freon, it will make the compressor fail and in this case it did Please review Section A#2, states that CHW will only cover failures that are of wear and tear.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,Choice Home Warranty

The issue was with the billing system, which was correctedThe information provided was what was in the billing system which was perhaps the date of processingCHW is happy that the issue is fully resolvedRegards,CHW

The Customer Relations Manager called to follow up with the customer to ensure the dishwasher was already repaired as the claim was approved and payment has been made to the technicianPer Ms [redacted] the dishwasher is fixed and working 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 the claims were responded to accordingly in connection with the established policyIn section Letter F, number 8, we are not liable for repair of conditions related to rust and corrosion 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/useragreementUpon review of your policy, we do see that CHW has assisted you in $in total for this policy for claims We do see that there is a technician assigned to this claim and once we receive the new diagnosis back we can update you on the outcome CHW will repair or replace an item providing it is covered per the terms of the policy If the unit had a prior issue, CHW will not repair or replace it.We do regret that you felt that the technician was not qualified and we have dispatched a different tech to provide us with a diagnosis of the system.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 a [redacted] Upon review of your policy that began with CHW on 9/28/15, it does show that you did wait the days grace period for the policy to start as it was purchased on 8/28/ CHW’s policy states that all units that enter into the policy must be in proper working order the day that the policy begins You stated in your complaint that our technician misdiagnosed your unit and you did not have a unit as of yet but in the resolution area you documented that you had fixed the unit yourself and the unit is working properly.This claim was not covered per our policy Section ACoverage #that states 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.If you felt that the claim was misdiagnosed by our technician you could have provided a diagnosis from your own technician and CHW would have reviewed the claim again The failures that the technician advised CHW of, was explained to us that they could not have happened within the timeframe that you had your policy, therefore this unit was pre-existing to the policy start date.CHW will be happy to provide you as a goodwill gesture of the service call fee of $and add it to your policy for any future claims that you might have but we cannot provide you with a reimbursement for a claim that you had fixed yourselfAlso, you would have to provide us proof of the unit being fixed for it to be covered under your policy with us.Again, if your unit is not working properly, please provide a diagnosis from your own technician to us and we will review the claim.Choice Home Warranty is in full compliance with the terms and conditions of our policy.Respectfully,CHW

Dear [redacted] , Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on [redacted] Upon review of your claim it appears that your claim was processed in accordance to the policySection Letter D, Number of the policy indicates that tanks are not covered Your cancellation was also processed accordinglyThe policy indicates in section Letter L, Number 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 HWA 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 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] We do see that there was a claim placed for a claim was placed for both of your AC Systems, and they had failed due to a leak that was caused by rust and corrosionPlease review the policy Section FLimitations of Liability #that states that CHW does not cover any failures that are caused by rust or corrosion As per the cancellation of your policy, please see Section LCancellationsIt does state that you would receive a pro-rated refundYou would be charged for the months that you had used as well as the claims that CHW paid for this policy (paid claims are $There is an administrative fee of $as well 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 complaint we noticed that you stated that you are calling this warranty “insurance”Please note that CHW is not an insurance company and we do state in our policy that we are not insurance.The claim that you are speaking of for your heating system, we offered to have you use our reimbursement option, as it was explained to you, if the claim is covered, you will be reimbursed for the service call fee however if it is not you will not It also explained that we would not be able to provide funds without having your technician provide us with a diagnosisIf you chose to have the unit fixed before we provide authorization, we will not pay for that either as it is stated in our policy, Section CService Calls #Our authorization team does not speak with our customers; they will only speak with the technician who is providing the diagnosis.We received a quote for the work and after calling the technician, it was advised to us that this was for a cleaning of a dirty unit and a flame sensor and inducer motor.As a good faith offer we have placed a onetime free service call fee.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policyRegards,CHW

Hello, CHW did receive the documents that were sent in to review for the claimHowever, what was received was not a record of routine preventative maintenanceThe documentation that was sent to CHW demonstrated that a system checkup was doneThere was no documentation of the pressure readings or amperage readings that would demonstrate the levels of power from year to year on the system to determine the maintenance that was requiredHowever, it appears that a good will gesture of $was presented and deniedCHW has agreed to increase the good will gesture to a final offer of $to assist in the repairs of your unit as this claim remains a non-covered claimsCHW values all customers and want to do what is necessary to assistThis will be documented in your claim in the event you would like to have a check mailed for the $Please call our customer service team at [redacted] and it will be handled Regards, CHW

Dear [redacted] , Your claim was processed in accordance with the policyUnfortunately, your claim is not one that is covered based on the rust and corrosion as outlined in the policy and the denial that was sent 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] It appears a refund in the amount of $1,was credited to the card that was on file on July 7, On July 22, you were informed that the refund had been sent and that you should contact the bank as the funds have already been released to the bank We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

I don't accept it because they made me pay $for months of service in advance and the two times I used them the first resulted in a leak in my basement due to a cracked pipe and the second was not covered I want a refund for months of cancelled/unused service on the month contract By my calculations that would be $credited back to me

Complaint: [redacted] I am rejecting this response because: At NO time during any of the calls I have had with their representatives did CHW ask me to provide maintenance records If they review the recordings of the calls they can confirm thisMy claim was denied outright each time for "improper maintenance" and I was told that was the final decision The licensd technician that CHW sent to my home and that diagnosed my problem also agreed that this was not due to improper maintenance and that it was wear and tear The fact that that they claim that it was low on freon due to a leak in the coil proves improper maintenance is comical at best I have since had another company come and look at my system and they to found the coil to be clean and that the leak was NOT DUE TO IMPROPER MAINTENANCE I cancelled my policy because of the inflexibility of the company and have contacted the NJ Attorney General regarding their business practices See reference below [redacted] Regards, [redacted]

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”CHW is not responsible for providing proper routine maintenance and doesn’t maintain records of maintenance Regards, CHW

Dear [redacted] We regret to hear your frustration While rust/corrosion occurs from wear and tear it is, however, a part of our exclusionsThe pictures we received shows that coil was heavily corroded – the outcome of this claim remains uncovered As a goodwill gesture, we have placed a onetime free service call fee onto your policy; this can be used on your next claimRegards,CHW

We do apologize for the delay, the credit was issued to your credit card on 2/19/16.Thank you,CHW