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 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

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

Complaint: [redacted] I am rejecting this response because: Exactly, you are a warranty company and that is why I got it--thinking I would get warranty on my appliances, if I couldn't get it covered by the manufacturerIn this case, the Manufacture: [redacted] honored their warranty--which is to replace their unitHowever, the unit needed to be installed; something that Choice should have covered Based on this experience, I feel that Choice is behaving like a scam; a scheme! Yes, you may pay 80%, but it seems to be 80% lower priced itemsAs soon as it gets to be an expensive item (like an A/C), you open the book on excuses, and reasons why you shouldn't pay So, what you are saying is that if an AC unit is less than years old and a compressor goes bad, you won't cover--since the manufacturer has a warranty on the product, but not the installation or labor So, you are saying all your customers should fork out the $or that it costs to install the unit (for your records, I have attached a copy of the $payment I made to the installing company)Why the heck would anyone in their right mind, knowing this, ever want to have you as a Warranty company, if their appliances are reasonably newer (or have an A/C unit that is less than or years old? Most of my appliances are relatively new; based on this logic you are presenting, I may never get covered by Choice From where I sit, this looks like good old SCAM, which most folks missAnd just assume that they are paying for something that will be there when they need it.I will let all those reading this communication make their own conclusions, but based on my experience here, Choice Warranty is not doing the right; and taking advantage of their positionThey will take premiums, when it comes time to pay claims, the stories/excuses begin!! I tell this much, you will have me, or anyone who values my opinion, as a customer, unless you can rectify this obvious deficit in your "WARRANTY" policies 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 policy, we do see that you did not want CHW to send out a technician unless we would provide you with a new unit CHW cannot guarantee that the unit would be fixed or replaced without diagnosis of the unit We also see that you placed a claim stating that the date that the unit failed was before the start date of the policy and then you chose to cancel the policy with us.Per our policy, Section ACoverage #states that all units must be in proper working order on the start date of the policy We do not cover failures that are pre-existing to the start date.We do see that per the policy, Section LCancellations that you have received a pro-rated refundWe do regret your frustration however CHW is in full compliance with the terms and conditions of our policyRegards,CHW

Complaint: [redacted] I am rejecting this response because:They did not contact me regarding maintenance recipes and or prove of maintaining the unitWe live in Las Vegas and Air Conditioning units get HOTYou were quick to deny my claim without proper investigatingChoice Warranty is a dishonest company Regards, [redacted] ***

Dear [redacted] ,We regret to hear your frustrationPlease be advised that CHW did not dispatch the technician from *** *** is ***’ main contractor in Colorado – you may contact them for more information A review of the electrical claim shows that it was processed according to the policy Based on the diagnosis that we received, it stated that the buzz bar was damaged along with the breakers The pictures we received confirmed that there was an overload into the buzz barPer our policy, Section Letter D, Number 7, CHW does not cover “ Circuit Overload ”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfiedDue to your dissatisfaction, if you would like to cancel your policy, please contact us directly ###-###-#### 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

Complaint: [redacted] I am rejecting this response because: the AC was low in FreonThe service man then had to find out what was wrong and obviously checked for leaksHe informed me the company did not cover finding out what was wrong which resulted in my paying an additional bucks for finding out what was wrongThe contract should pay that feeDiagnosing should be covered in the basis contractAlso the AC was low on freon not " out of Freon 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 the claim was processed in accordance to the policyThe diagnosis that was received from the technician indicated that the failures you had were with both coils leaking and being rusted and corrodedThis is something that is not covered under the terms of the policy as indicated in section Letter F, Numbers and However, a goodwill gesture payment of $was provided to you to assist with the non-covered claimThis was mailed to you 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 policy that began with CHW on 2/6/16, you placed a claim for the washer on 2/8/ This was days after the policy had begun, per our policy Section ACoverage #states that all units must come into the policy in proper working order The technician stated that the transmission and the motor had failed on this unitThis failure could not have happened within the timeframe of your policy Please also see Section FLimitations of Liability #that states that CHW does not cover any known or unknown pre-existing issues We do regret that this does fall under that category of issues.Since you were very upset with the policy, you were provided a full refund of the $that you paid to CHW.We do regret the frustration that you encountered with the claim however; CHW is in full compliance with the terms and conditions of our policyBest regards,CHW

Complaint: [redacted] I am rejecting this response because:Their statement that they are concerned is inconsistent with their practiceThey did not have a technician examine the unit nor did they verify that my unit was properly maintainedI am currently in the process of working a lot of overtime to pay for the cost of a new unit, since it needs to be replaced and CHW will not cover the costsOnce, I have time away from work I will gather my records and proceed accordinglyThey have sent me an e-mail last week telling me that my policy was cancelledI did not cancelThen a few short hours later they sent another e-mail telling me they are reconsidering my claim and stated that although I am not required to send in my maintenance records, they will review them for a more favorable decisionLike I explained earlier, I need time to find these records and I have been working hrs a day Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: My heat system was workingthe entire heat system did not failobviously because the entire thing does not have to be replacedThe fan stopped running and the defrost switch stopped giving powerwhich when I spoke to the technician that DIAGNOSED the system stated it can fail at any timeThe fact that my heat WAS working during that days and then just stopped over night is the exact reason I decided to call the home warranty companyJust because the system didn't fail in that days does not mean it was not workingIt stopped working when it did which is when I made the claimThis company is a SCAM, if you believe the system was not running then you should have given a home inspection during that timeI had a home inspection done when I bought the house and everything was working properlyNowhere in the contract does it state the time frames it takes for a specific part of a system to fail; which is a failure on your end of the contractI would love a refund of the money I have paid to your companyHowever, I will still be making sure legal gets into this problem to make sure you cannot scam anybody else out of their money 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 all of the claims in question show that the claims were processed accordinglyClaim [redacted] was for the Pool SpaThe diagnosis CHW received was that there was mud on the bottom of the pool, the grids had crushed manifolds and cracks and there was pressures from the blockage of dirt which caused the valves to crack and give outSection Letter F, Number indicates that this is not covered due to lack of proper routine maintenanceDocuments were received to support that the pool was maintained, however the documents that were received by CHW didn’t indicated that there was routine maintenance and there was nothing on the documents to show what work was completed or what the payments were forThere were no maintenance records sent Claim [redacted] for the Pool Spa was a covered claim by CHW in which a payment was made directly to the assigned technicianA claim for the oven stove cooktop in which the burner wasn’t working was claim [redacted] The parts that were required for the repair were no longer available and the unit couldn’t be repairedAs such, in accordance with the contract, CHW provided a payment to assist towards a purchase of a new stoveSection Letter F, Number states, “ .If parts are no longer available, We will offer a cash payment in the amount of the average cost between parts and labor of the covered repairWe reserve the right to locate parts at any time”Additionally, Section Letter F, Number 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” Claim [redacted] for the Pool Spa for the main pool pump wasn’t covered as CHW doesn’t cover repairs related to known or unknown preexisting conditionsThe effective date of the policy was 10/16/and this claim was placed on 11/14/However, in the interest of customer service, CHW provided assistance with a goodwill payment in the amount of $to assist with the repairs of the non-covered claim Claim [redacted] for the air conditioning unit that wasn’t cooling was also processed properlyBased on the diagnosis received from the technician the coils needed to be replaced and there was rust and corrosionSection Letter F, Number of the policy indicates that rust and corrosion aren’t covered under the policyAs a result this claim wasn’t covered We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear [redacted] , In accordance with the policy, we do not offer reimbursement for food spoilage as indicated in section Letter D, number We will however, provide you with a refund minus the claims that have been paid out thus farPlease call our customer service team directly at [redacted] Regards, CHW

Dear [redacted] ***,The checks do take business days from the date that it was authorized Also, if the policy has been cancelled it will automatically stop the check from dispensing I have requested that your policy be cancelled and that they will force the check throughYou will still receive the check in business days from the date it was authorized.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] Records indicate that you are currently in touch with CHW and they are working to have this issue resolvedPlease feel free to call their customer service team for an update at 1-888-531- We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

June 23, 2015Dear [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 claim, I do see that our technician did submit photos showing that the unit was rusted and leaking from the areas of that rust (Attached)I have also seen the pictures that your technician submitted and they are not of the end plate that is rust/corroded where the leak was Also, when calling in a claim to CHW, our service providers go to the home, try to fix the problem We do not do the maintenance for you, you as the customer are responsible for this We see that a unit is low on Freon, we ask how much of Freon it is low, if it is a lot of Freon, then we will then know that a leak is present and we then have to perform a leak test If the unit is not cooling, it could just need to be recharged This is not illegal, if it were our certified technicians would not be able to do it Your unit was not covered by our policy due to the lack of proper maintenance that you had, if you feel as though you had correct preventive maintenance, please send us the records for reviewYou have stated that the unit has been replaced; please note that CHW will not cover the cost of a new unit since this was done without prior authorization from CHW We will however review the records that you have and see if there is a goodwill that we can offer you.As of now, we have not covered the clam for the following reasons: 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 conditionsCHW is 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 pressureCHW is not liable for or routine maintenanceCHW 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 in full compliance with its terms & conditions 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 Upon review of your policy, we do see that a claim for your Air Conditioning System on 3/21/and the diagnosis was provided to CHW stating that the unit was low on Freon; it was close to being emptyThe unit itself holds lbs of Freon and it was missing lbs of Freon which it was discovered that the plenum box coil was what was leaking It was also discovered that the unit’s coil was filled with dirt and debris which caused the failure of the unitWhen dirt and debris lay on the face of the evaporator coil deterioration of the evaporator coil develops from a lack of proper maintenance/ this deterioration causes Freon leaks to develop This is something that is not CHW covers per our policy in Section FLimitations of Liability # Our policy states that we do not cover failures that are caused by a lack of proper routine maintenanceWe did advise you to provide us with maintenance records and we would review them Rather than sending in anything for us to review, you chose to cancel your policy with usWe advised you that the payments that you made in the amount of $would be the only payments that would be paid and no other payments would come out as of 4/5/16.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policyRegards,CHW

Complaint: [redacted] I am rejecting this response because: 1) The repair needed to fix my refrigerator/freezer was not done because Choice stated there was a piece that wasn't initially installed on the refrigerator/freezer which resulted in the leak Choice doesn't perform pre-inspections and our refrigerator/freezer was installed prior to me moving into the house Due to these both scenarios there is no reasonable way to know that this was the case 2) The other reason I reject Choice's response is because of Advertising and claims Directly from their site ( [redacted] ) they post reviews of their services They consciously select the reviews that they wish to share (as they have not posted my response which doesn't promote their service) These postings therefore represent their business as they select what to share with the public In at least two instances, if not others, they specifically share that customers had LEAKS repaired on their refrigerator/freezer, the very reason they are denying my claim How can they represent themselves on the website one way (repaired leaks) yet they turn and adamantly deny my claim for this reason This is the very essence of Advertising I attached the two reviews below from their site In light of these actions and response from Choice, I plan on passing this complaint of advertising onto the State of NJ Consumer Affairs TWO CONSUMER REVIEWS APPROVED TO POST TO CHOICE HOME WARRANTY SITE.My refrigerator/freezer was leakingChoice sent tech out immediately and problem was resolved that day[redacted] ***, 03/10/16Our freezer was frosting up and leaking on to the floorWe made a claim online and within a few hours received a call from the repair serviceThey came out the same day and fixed the problem quicklyWe paid the service fee and that was itThere were no hidden or additional costsVery pleased[redacted] , 07/04/ Regards, [redacted] ***

Dear [redacted] Please be advised that our Consumer Advocate has emailed you regarding your request, please refer to the email and follow the instructions as advisedRegardsCHW

Complaint: [redacted] I am rejecting this response because: Either the technician is falsifying his findings or CHW is falsifying its conclusion The technician stated that he never said the compressor overheated I asked him directly what was the cause of the compressor failure He said he truly didn't know the cause of the failure The bottom line is that the compressor failed because it was defective The Warranty specifically stated that it will cover ALL COMPONENTS & PARTS If CHW claims that they would only cover "wear and tear", then this is the prime example of wear AND tear The compressor wored outShould we not operate the A/C unit to prevent wear and tear to the system?? No service or any type of prevention could have saved this unit It was operating perfectly fine when the compressor locked up Regards, [redacted] **