BASS Services

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]

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 [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: It does not address the basic issue of sending out unsolicited email messages that do not include a "unsubscribe" link It is unfair and deluge potential customers with unsolicited and unwanted intrusions via email without providing a means for them to "unsubscribe" without having to spend hours on the phone trying to contact a person at a service center who can then promise to take care of it If Choice Warranty wants to send out unsolicited email advertisements, they should at least have the professions integrity and courtesy to provide a means for the recipients to "unsubscribe" immediately 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 we do see that the failure to the unit was caused by rust and or corrosion which although might be normal, it is not a covered item under our policy as it states it in Section FLimitations of Liability #as well as #12.The technician’s diagnosis stated that the condenser coils were leaking and this was due to server rust and corrosionWe 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 Please be advised that your policy has been cancelled as of 9/8/and your refund has been processed back onto your card as of 9/25/ Please allow 7-business days for the funds to post onto your account.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 CHW in the delayCHW works to ensure there are qualified technicians that can perform the diagnosis for all customersYou were offered the reimbursement option to assist with thisYou will be reimbursed at the CHW rates, the technician will need to call in to seek prior approval before performing the workThis is an option that is offered to provide great customer service for the rare instances where a technician can’t be dispatched quicklyThe team continues to work to find a technician that will meet your needsThe notes indicate that you are aware of the reimbursement option and may choose thatPlease call the CHW customer service team if there are any questions at ###-###-#### We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

[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 began with CHW on 1/5/15, we do see that you had a claim for the water heater and we did advise you that we do not cover the actual tanks I do see that you had spoken to the manager in the cancellations department and he did explain to you per our policy, you are entitled to a full refund if you cancel within the first days prior to the policy’s start date If you wish to cancel the policy, you are subject to the cancellations fee’s and a pro-rated refundPlease see section LCancellations This is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturerThis is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty You may cancel within the first days of the order date for a refund of the paid contract fees, less a $administrative fee and any service costs incurred by UsThis contract shall be non-cancelable by Us except for:Nonpayment of contract fees;Nonpayment of Service Fee, as stated in Section III;Fraud or misrepresentation of facts material by You to the issuance of this contract;Mutual agreement of Us and YouIf 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 Us All cancellation requests must be submitted in writingIf you would like to cancel your policy, you are able to do so but CHW will not be offering you a full refund as requested we will offer you the pro-rated amount as stated to you.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 providers.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/useragreementWe regret to hear your frustration and dissatisfaction with CHW In a recent review of your policy, it shows that 95% of your claims were covered A review of the water heater claim shows that it was processed according to the policy Based on the diagnosis that we received, it stated that the water heater was leaking from the main tankPer our policy, Section Letter D., Number 6, CHW does not cover the main, holding or storage tanks.Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfiedIf 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

[redacted] We do regret that you are so upset with the outcome of this claim, we do see that CHW has offered to assist you with the claim itself however you have declined our offerAlthough CHW has paid out on your policy, we are willing to provide you with a full refund of the amount that you paid for this policy If you would like a full refund of the $400.00, we ask that you contact us at ###-###-#### and we will send you an agreement, once that agreement is signed and sent back, we will process the refund.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.phpAll of our information was sent to you upon your start date as wellYou did receive a hard copy and an email with the policy’s terms and conditions.Upon review of your policy, it does show that you had cancelled your policy on 8/17/ The claim that you placed for your POOL/SPA would not be able to be processed due to the cancellation of the policy Your policy has to be in good standing for any claims to be processed Also per our policy Section LCancellations, CHW would normally charge you a $cancellation fee and charge you the amount of money that we had paid out for claims CHW as a goodwill gesture did not charge you as our policy stated and allowed the cancellation of the policyPlease refer to Section LCancellations This is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturerThis is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty You may cancel within the first days of the order date for a refund of the paid contract fees, less a $administrative fee and any service costs incurred by UsThis contract shall be non-cancelable by Us except for:Nonpayment of contract fees;Nonpayment of Service Fee, as stated in Section III;Fraud or misrepresentation of facts material by You to the issuance of this contract;Mutual agreement of Us and YouIf 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 Us All cancellation requests must be submitted in writing.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 Best 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, it shows that you had the units replaced and then called CHW to place a claim, you requested a reimbursement form from us The invoice that you sent to us states that the units were in fact replaced before the claims were entered Per our policy CHW will not authorize any repair or replacement without prior approvalPlease see Section CSERVICE CALLS We has the sole and absolute right to select the Service Provider to perform the service; and We will not reimburse for services performed without prior approval.Our customer service manager was offering you a goodwill towards the units since we could not approve the claims being that they were replaced for over the amount that we would have paid, they were replaced without our approval and they were replaced without a technician stating that they had to be; CHW does not know if they could have been fixed or not.I am very sorry that you chose to cancel your policy with us and not accept the goodwill offer that we had offered prior to you cancelling Unfortunately, since you have cancelled the policy there would be nothing further that we could do for you.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 policy, we do see that the claim was placed with us for the pool however the first claim that you placed, we did not cover due to the fact that we were told that the housing was cracked, now you are stating that the housing did in fact crack and are asking CHW to pay for the claim, the claim that we had previously stated was not covered We do apologize that you feel as though the technician cracked the part, if this is the case, we ask that you contact the technician since our policy does state in Section FLimitations of Liability #that CHW is not responsible for the technician’s negligenceThe phone number for this specific technician is ###-###-####, All Pro Pool and Spa Repairs We do ask that once this issue has been resolved by you, in order to continue having the unit covered under the policy please send us the Proof of Repair.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

I do apologize CHW has offered you a goodwill gesture to cover this non-covered claim Your unit had failed due to rust or corrosion, regardless of the 3rd unit and improper coverage, this unit was not covered due to the rustPlease see our policy 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.As stated a goodwill offer of $has been offered to you, this is the amount that we are willing to pay for assistance to you on a non-covered claim.Thank you,CHW

[redacted] ,Please review our policy, as "valves" are not a covered item CHW will be happy to provide you with a goodwill gesture however we cannot provide a covered claim for a unit that is not covered If you have a second opinion, please provide it to our authorization departmentThank youChoice Home Warranty

Your claim was not covered for a lack of proper maintenance, it was stated that the unit had a failed condenser fan motor, dual capacitor and compressorIt was also said that the fan failed first causing compressor failure This is a lack of maintenance as well as secondary damage and thirdly, the home being vacant is something that we do not cover Please see Sections FLimitations of Liability #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 replacementYou agree that We are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performanceYou also agree that We are not liable for consequential, incidental, indirect, secondary, or punitive damagesYou expressly waive the right to all such damages.As well as Section Acoverage 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.We do apologize for any frustration with this claim but we are not able to go against our policy.CHW

Dear John [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 CHW with the delay of the check that you agreed toYour information has been escalated and a check will be sent to you for the amount due in accordance to the agreed upon amount of the buyout of the washing machinePlease allow days to receive the fundsIf you have any questions, please call the customer service team at ###-###-#### 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 information provided by your customer service representatives is inaccurate and down right falseAs I have previously stated, the "good will" gesture is more of an insultPlease proceed with cancelling my policy, I no longer desire to do business with a company such as thisThank you kindly Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: The policy is supposed to cover electrics systems and electricity runs through wires so if my outlets do not work, how else is an electrician supposed to identify the problem without troubleshooting the wires? What else is there to check besides wires? Additionally, how can the plan cover repairs of the electrician cannot identify the problem? Now I'm left with having paid almost $for "coverage" that doesn't cover anything and now I have to pay $per hour out of my own pocket so the electrician can identify the problemThis is completely absurd and unacceptableYour call center staff was INCREDIBLY rude to me, your customer, who is the reason you all even have jobsIf not for us, the consumer, you wouldn't be in businessI want this paid for or I want a full refund if my policy premium 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 the claim shows that the claim was processed in accordance with the policyThe technician provided CHW with a diagnosis that there was a lot of buildup and this caused the assembly to burn upIt may have also burned some of the wiresSection Letter D, Number of the policy states, “EXCLUDED: Access – Insulation blankets – Pressure reducing valve – Sediment bui– Rust and corrosion - Main, Holding or storage tanks - Vents and flues - Thermal expansion tanks - Low boy and/or Squat water heaters - Solar water heaters - Solar components - Fuel, holding or storage tanks - Noise - Energy management systems - Commercial grade equipment and units exceeding gallons - Drain pans and drain lines - Tankless water heaters”A reference was made to maintenance due to the buithat was notedSection Letter F, Number of the policy also indicates that CHW is not responsible for repairs related to rust and corrosion If you feel as though the assigned technician didn’t do an adequate job in the diagnosis you are invited to obtain a second opinion, at your cost and have the technician submit the diagnosis to CHW for reviewShould you have any questions, please feel free to call the CHW customer service team at ###-###-#### We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW