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 policy with CHW we do see that you have been a customer of ours since and CHW has assisted you with $in authorized claims Upon review of your AC system, it shows in the diagnosis that both of the units are dirty, lacking maintenance and showing restricted air flow, this will cause the other components within the completed system to failThe control board on the furnace has failed due to the lack of proper routine maintenanceWe received one invoice that you provided to show routine maintenance and on that one invoice it shows that the unit was cleaned in December 2015, the units were low on Freon and having to add the Freon By adding Freon to a unit without repairs to make it stop leaking causes damage to the components Per our policy, Section FLimitations of Liability #states that all units must be properly maintained per the manufactures specifications Providing one invoice does not show routine maintenance and this record does not show proper maintenance was done.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: There are similar complaints on Revdex.com and those people's complaint were to their satisfactionWhat makes my complaint different?This response states that they will not go any further with this because my account was closedI tryed to have this solved at least months before closing my accountThe account was closed because of CHW's blatant disregard and unwillingness to help in this claim Regards, Ishaq Majeed

I do apologize if the previous response was misunderstood Your policy was purchased on 3/17/and you have days until the policy actually starts This is the time period that we expect you as the customer to ensure that all the units in your home are in proper working order Per our policy, Section A Coverage #it states that all units must come into the policy in proper working order.Section AAre 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.Also, we state in Section FLimitations of Liability that we do not cover anything that has been not working prior to the policy start date, this would be considered pre-existing to the policy In your case, the policy started on 4/17/and you placed your claim on 5/18/15; one month after the policy started Per the diagnosis, the failures that have happened could not have happened within the time period of the policy (one month) You stated that you did not turn your unit on, that shows that you did not have the proper maintenance that was expected per the policy.Please see Section F Limitations 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 conditionsWe 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.We do see that you chose to cancel your policy with us and unfortunately there would not be anything further that we would be able to do for your claim at this time.We do appreciate the feedback.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] Upon review of your claim, your claim was handled in accordance with the guidelines in the policy as outlined in section Letter F, number Repairs due to lack of maintenance are not coveredYou did provide CHW with pictures that displayed rust and corrosionThese are not sufficient records to provide coverage to the claimCHW is not a maintenance company so we wouldn’t have records of the maintenance to show that you had your unit service accordingly to ensure proper workingWe do not require from our customers maintenance records, however, if you have records we will accept the proper maintenance records to review your claimYou may send this information to [redacted] 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] CHW is not an emergency serviceSection Letter C, Number states, “Upon request for service, we will contact an authorized Service Provider within two (2) days during business hours and four (4) days on weekends and holidaysThe authorized Service Provider will contact you to schedule a mutually convenient appointment during business hours” CHW does provide reimbursement for services that are covered and there is prior approval soughtSection C, Number of the policy indicates that “ .We will not reimburse for services performed without prior approval”As indicated when you called, CHW will review the clearer pictures to review them, however, there was no prior approval soughtPlease call the CHW customer service team directly with questions 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:$is a totally unacceptable amountthe policy was in effect less than days, before they rejected my claimIn other words they did nothing before and nothing after the claimthere should be no pro rating allowed the amount I paid was $and this is the only amount that would be acceptable Regards, [redacted]

[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 I feel that I do not have any other course of action to takeThe company said they would not refund November so I will just have to "eat" that charge! 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] Please accept the apologies of CHW for the delay in the handling of your claimThe claim was placed online on 12/10/at 10:45amThe claim was assigned to Engineered Climate Solutions on the same dayAn automated voice message and email were sent to provide you with the contact information to reach them in order to determine a mutually agreed upon time for them to come to diagnose the problemTheir telephone number is ###-###-####Please call them or reach out to CHW customer service team directly if they aren’t able to accommodate you 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: Again: I was not told about the $cap on pool and the day delay for the full warranty to go into effect.In the future you should train your sales personal to disclose all of the warranty delays and repair caps to prevent this from happening to other perspectivecustomers Regards, [redacted]

I am rejecting this response because: I have attached the email documentation and the receipt for a company we had to hire to get the roots cleared from the lines in our rental house I am still asking for a complete refund for premiums we paid on our rental and our primary residence As stated in my original email to them...I have had my rental house since and have had to have [redacted] Rooter or [redacted] Rooter go out ever year or two to root the lines out as it is an older property with tree roots that get in the lines We had to call for a second time within months to have them come back out because there was water/sewage backing up Choice hired the same company both times When I called to find out what was going on to the Plumbing company, they said that the techs didn't know I had clean outs, nor did they call and askThis is obviously what happened mos prior also We have 2, one in the back year and one in the bathroom The plumbing company said they would have them go right back out, but that never happened They also said that I would cost me $to have a camera run in the line and a minimum of $minimum to bust of the concrete in the laundry room I already knew that the reason the problem wasn't fixed is because they did not root out the lines, but only cleaned out the line in the laundry room When I called Choice about this they were rude and told me that it was my responsibility to pay the $to this plumbing company, even after I explained what I was told by them I then wrote the letter to them via email (see above) after we had to hire [redacted] Rooter, whom we have had go out in the past to do the job for $ I am still asking for $for both of these worthless policies back and the $I have had to pay for co-pays to this incompetent company they hired both times I received a phone call from a man that sounded like a gangster after I sent the email stating where did I get off thinking I was owed back my premiums I told him to not call me again, and to correspond via email only so this could be documented They look for every reason to not pay, and hire sub-standard companies to work for them and do not listen to the policyholder on any complaints I had typed this once before and for some reason it did not take I hope this takes this time

Dear [redacted] ,We regret to hear your frustration Please be advised that this claim is still pending Once we receive an update, we will contact you As a goodwill gesture we have added a onetime free service call fee onto your policy This can be used on your next claimRegards,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 We do apologize if there was anyone in our company that was rude to you in any way I will report this information to the VP of Operations and have the calls that were in the system listened to and the person or persons that were rude will be reprimanded.I do see that you were provided a credit to both of your policies and they are both cancelled An email did go out to your email on 9/21/advising you that your policies were no longer in effect.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 [redacted] Upon review of your claim it appears that your claim is being processed in accordance to the terms of the policyBased on the repairs needed, the unit is not worth the repairsAs agreed, a check in the amount of $has been processed to be mailed to youIf this information is not accurate, you can call the customer service team at [redacted] 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] A review of your claim shows that your claim was handled according to the policyThe diagnosis received from the technician was that the elements wouldn’t come onThere were bad elements and a bad switchIt was deemed that these multiple failures wouldn’t occur in such a short span of time in which you had the policySection Letter F, Number indicates that CHW is not responsible for repairs related to known or unknown preexisting conditionsThe effective date of the policy was 10/9/and the claim was placed on 10/12/At this time the policy is not active and there is no refund dueSection Letter L, Number of the policy states, “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 CHW” The sale date of the policy was 9/9/ 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] .We do see that you have been working with Tracy our Customer Advocate to have a second technician come to your home at no cost, then we found that the unit was an Energy Management System and since we do not cover this per our policy Section DCoverage #7, we have offered you a full refund of the policy We did just send you the release agreement and are awaiting you to return it to us.We do regret your frustration and do appreciate you working with us to come to a mutual agreement.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] Upon review of your claim, we see that you placed one for the icemaker and per the policy that you have had that is not a covered itemCHW provides you with days prior to the start date of the policy to ensure that you understand what is covered and what is not You are allowed within this time to cancel the policy for a full refund, after the start date you then are subject to a pro-rated refund plus an administrative feeCHW as stated above provides the policy online for anyone to view As a customer we mailed you a hard copy of the terms and conditions before the policy began and we also emailed the policy As always you can log onto the customer account center and you can view your own personal policy by placing your email and policy number.If you would like to cancel your policy, please contact our Cancellations department and please read Section LCancellations as this is how the process would go.We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policyRegards,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 for anyone to review before purchase at [redacted] Upon reviewing the claim that you placed with CHW, it was stated that the compressor had failed; it had shorted to the groundPer our policy, Section FLimitations of Liability #this is considered to be a lack of proper routine maintenanceIf you feel that this is not accurate, please send CHW your routine maintenance records and upon receipt they will review the records to see if there could be a more favorable outcome to your claim Please provide the routine maintenance records to [redacted] We do regret your frustration with this claim; however we are in 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 policy that you have with CHW, you have had the following claims that we have approved:Claim # [redacted] for your Plumbing System in the amount of $100.00Claim # [redacted] for your Heating System: in the amount of $350.00Claim # [redacted] for your Plumbing System in the amount of $375.00I do see that you have placed a claim for your dishwasher, claim # [redacted] You we did advise you that you are more than welcome to have your on tech come to your home providing that they do not do the work and call CHW with the diagnosis to receive authorization for any work that would need to be completed to ensure that it is covered under the policy Please note that CHW is not responsible for the technician’s negligence and also since we do offer the reimbursement option and it was offered to you but you did decline, we advised you that we would continue to look for a tech in your area that you were satisfied with Due to the holiday, the technician that we have available is supposed to have an appointment with you tomorrow.Please understand that CHW is not responsible for any mildew, or damage that has happened to your home within the time period that this claim was opened I do apologize and do wish the best of luck tomorrow with the technician that is supposed to come out to the home.We do appreciate your feedback as it will help us improve our company to benefit our customers.Best regards,CHW

Dear [redacted] As we have stated, the failures with the AC system are failures that were caused by another part of the unit Per our policy, we do not cover secondary failures We understand that there will be something that makes another part of a unit or a system fail however that is part of the policy that states we will not coverIn reference to the Heating System claim, your technician stated that the induce housing has a crack which was caused by rust/corrosion Per Section FLimitations of Liability #and #this is not something that we cover CHW does not cover failures that are caused by rust or corrosion.In reference to the Air Conditioning System claim, there was a leak that was reported to us and if there is a leak, we do not know if it can be fixed without seeing or knowing where it is Our policy does not cover leak tests and if there is a leak, we are going to ask how the leak happened, if it is something that was done by rust or corrosion, as the other unit/claim, we will not cover it However, your technician stated he could not find exactly where it would be and that it is cheaper to replace the coil Our policy does not allow us to replace a coil unless we know why it failed.CHW has offered you a refund of the policy, minus the claims that we have paid for the policy to provide you with a refund of $ We do see that you contacted us on 9/9/and accepted this offer and we did provide you with the paperwork Once we receive the release agreement back, we will provide you with the funds to cancel your policy.Thank you,CHW

Dear [redacted] We regret to hear your misunderstanding of our policy The service call fee is the “diagnosis fee” that you pay to the technician – whether or not your claim is covered – the service call must be paid Along with this response, please find your policy attached Each system, unit, or appliance does have a coverage cap You will not find any home warranty company who has blanket coverage in their policyIn regards to # [redacted] – This claim has been considered approved and settled as of 12/15/ This coverage reached its cap of $ These funds were authorized and paid to the technician [redacted] , ###-###-#### Per our policy, Section Letter D, Number 8, CHW “ will pay no more than $per contract term ”No further action will be taken in regards to this claimIn regards to # [redacted] – You were already reimbursed $for this claim This check was cleared on 5/9/2017.No further action will be taken in regards to this claimIn regards to # [redacted] – Thank you for the attachment, we have submitted your invoice to our Authorizations Department for review Once we review the invoice, we will contact youRegards,CHW