BASS Services

Complaint: [redacted] The issue was only about the approval of extended workI was clear on policyAs your customer, not clear why there is such confusion to request a serviceI was notified that work wasn't coveredI had to call several times to find out the status of claimSeperate issue that contractors are not reliable 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 www.choicehomewarranty.com/useragreement Upon review of your claim it appears that your claim as handled in accordance to the policy section Letter F, Number which 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” The compressor on the unit was shorted to the ground and would no longer startThis type of failure is caused by a lack of proper routine maintenanceInitially there was a misdiagnosis indicating that the condenser fan motor needed to be ordered and it was from the initial technicianOnce another technician was assigned, the diagnosis was discovered that the compressor was shorted to the groundCHW values all customers and their time as there was a delay in the technician’s response, it appears that CHW did provide information regarding the utilization of the reimbursement optionOn May 17th, you had the opportunity to speak with a supervisor that provided a detailed breakdown of the claim and why it wasn’t coveredAt that time you advised that you would seek a second opinion at your own expenseThat information has not been received Although CHW doesn’t require that customers provide records indicating proper routine maintenance, you are invited to share this information with CHW to demonstrate that the unit has received maintenance in accordance to the manufacturer’s specifications for a review of your non-covered claimIt appears that they are awaiting your documentation that should be sent to [email protected] If you would like this assistance 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

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/useragreementPlease understand that Choice Home Warranty is not a contract of “insurance” as per our policy, Section Letter A, Number A review of the claim shows that it was processed according to the policyThe diagnosis that was received stated that unit A’s compressor shorted to ground The compressor shorting to ground does not constitute as a wear and tear Per our policy, Section Letter A, Number 2, we only cover failures that “Become inoperative due to wear and tear ” The diagnosis for unit B showed that there was a leak in the system; this indicates that there is a leak somewhere in the system When the leak is not visible to the eye, a technician must perform a leak test The test will determine the location and cause of the leak and the technician will also provide pictures of the leak, the indoor and outdoor coils Per our policy, Section Letter D, Number 4, we do not cover “ leak detections ” Our SrClaims Specialist advised you about the outcome of the claim, in which you advised that you asked the technician to add Freon to your system This addition was not approved by Choice Home Warranty Please see our policy, Section Letter C, Number where it states “ We will not reimburse for services performed without prior approval .” At this time, the outcome of this claim standsWe 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: For one thing, I accepted the $on May 12, and the woman promised a check would be mailed within days To now say I have to take another affirmative step to get the money is reprehensible Send me my $immediately, and I will consider the matter done I will NOT wait longer I expect the money by June and not a day later.You people are a scammer and rip off company, but I need the $and I am well aware you'll never pay out anything else I want the $in hand before I end this Revdex.com complaint, as it is my only hope of even getting th emoney, as from what I read you never pay out despite promises to do so The woman told me the money would be mailed, and the days started on 5/ Honor that Send me a check Regards, [redacted]

Dear [redacted] We regret to hear your frustration and dissatisfaction with CHWPlease be advised that we only received an invoice for the replacement of your motor, in which you reimbursed the funds at our cost in the amount of $ Please be advised that the module and transformer failed due to secondary damagesPer our policy, Section Letter F, Number CHW is not liable for repairs related to “ secondary damage ”We mailed the check to you on 8/1/and it was cleared on 8/10/17.Our records show that this claim has been settled.Regards,CHW

CHW cannot provide you with a full refund of a policy that we had paid more out on than you had paid in per Section L Cancellations Also, per our policy we do not cover failures due to roots with plumbing as stated in our policy Section DCoverage #8.We would be happy to provide you with a free one time service call fee for your trouble and offer you a goodwill gesture of $towards this claimIf you would like to accept, please contact us and we will place the authorization for youThank you,CHW

I am rejecting this response because: I understand and respect your agreement When I purchased this protection, it was over a month before the breakdown occurred The unit was working at 100% There were no problems at all with the dryer Normally things break down with time, and this dryer did I've never once claimed that this dryer was brand newAs far as yours and my knowledge goes, this machine was operating at 100% Common sense can tell you that sometimes things just happen This is one of those times I called to cancel my contract and they wanted to charge me approximately $ I would like either a full refund or my machine fixed

Dear [redacted] , Due to the failure of this unit being cause be an overload and therefore breaking the balancing ring, we are offering to provide you with the funds towards the cost of the part and laborThis is stated in our policy in Section FLimitations of Liability # “We will offer cash payment in the amount of the average cost between parts and labor of the covered repair” This claim was not covered per Section F#which states misuse and abuse however; we did offer goodwill for you on the first response in the amount of half of the repair and labor We are willing to provide you with the cost of the repair in the amount of $ If you accept this offer, please kindly contact us and we will send you a release form since it is a non-covered claim we would have to have a signed release If you do not wish to accept this offer, you are more than welcome to have a second opinion at your own cost and provide it to us We do regret any frustration that this has caused 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 claim, we do see that the technician that came to your home could not find the leak within the walls Since the technician did not find the leaks there was nothing wrong with the plumbing, our policy doesn’t cover the technician to place the wall back to a rough finish as stated in the policy in section D.# CHW will only provide the funds to the technician for an authorized claim This claim was not a covered authorized claim however, the technician is provided a pre-authorized amount once he was at your home of $and CHW did advise you that we would provide you with $as a goodwill gesture since the technician was going to charge you $to put the wall back Although your claim was not covered, we did try to assist with a goodwill gesture that you declined and requested to cancel your policy instead.CHW agreed to cancel the policy as it does have to be a mutual agreement as it is stated in section L #of the policy and you were given your pro-rated refund of $250.00.We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policyThank you,CHW

CHW goes by the diagnosis and information received from the technicianAt the time of the response of the original complaint on 7/20/CHW was still awaiting the partHowever, a call was placed again to the technician as a follow up and at that time and was informed that the parts are not availableAs such, in accordance with the policy you were contacted by CHWRecords indicate an offer of $and the payment was put in for authorization and payment should be expected within business days Regards, CHW

Complaint: [redacted] I am rejecting this response because: Could you please point out where in the contract the latch is excluded? I have included the pertinent section of the agreement below I suspect that you are trying to say that the latch is part of the door, but the hinges, handles and door gaskets are also part of the door, and they are specifically excluded Note that the latch is not specifically excluded, therefore it is covered *** “DISHWASHER INCLUDED: All components and parts, except: EXCLUDED: Racks - Baskets – Rollers – Hinges – Handles – Doors – Door gaskets – Damage caused by broken glass - Cleaning" Regards, [redacted]

Please refer to the policy section Letter F, Number which indicates, 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.Regards, CHW

Dear [redacted] [redacted] ,We regret to hear your frustration however, please understand that your system being 4lbs low on Freon takes a while to occur and would not have occurred during the short lifespan of your policyThe outcome of the claim stands.The offer for a free service call is still available, making it free available service calls fee on your policy Regards,CHW

Complaint: [redacted] I am rejecting this response because:On 7/and again on 7/I made multiple attempts to resolve this issueEach time I was put on hold and no one ever answered the phoneOn 7/@ 3:pm EST I spoke to Ceasar and explained to him that I was seeking a refund due to the fact that the insured property address didn't existHe put me on hold and told me he would need to get me to the right departmentAfter an hour long wait again, no one ever answered my callIt's apparent that every time you try to resolve the issue, they intentionally put you in a hold that no one ever answersIf they were truly interested in resolving this issue, they should provide a number other than [redacted] 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 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 apologize that the technician that was assigned to the claim did not show up and we have reported this to our Territory Managers for reviewWe do see that you have spoken with our customer service department and they have offered to provide you with our reimbursement option for this claim Please note that once you have a provider that has a diagnosis, per our policy Section CService Calls #we request that you have them contact us with the diagnosis before any work is completedOnce we have the diagnosis we can make a determination if the claim is covered under our policy For inconvenience, we have added a onetime free service call fee to your policy and do hope that you chose to stay with our companyIf you chose to cancel, please refer to Section LCancellations We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy Regards, CHW

Dear [redacted] We regret to hear your frustrationThe pictures we received showed that the unit had a small chip on the heat exchanger and based on the diagnosis, is not effecting the operation of the unit Please note that the invoice does state that the system is currently operating At this time, the outcome remains and no further action will be taken as there are no failures reportedRegards,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 Based on the diagnosis that we received, it stated that the unit had a failed condenser fan motor which resulted 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 your policy Per your request, your policy has been cancelled as of 7/12/and your prorated refund of $was processed in the form of a check on 7/18/2017.Please refer to our policy Section Letter L of Cancellations below in regards to our prorated policy: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 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: I never asked you to replace the Thermal Expansion ValveI am requesting that you replace the refrigerant that your contracted repair men removed 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 in accordance with the policy, section Letter A, number 3, known or unknown preexisting conditions are not covered We 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 our system is automatic, therefore, once a policy has gone inactive, checks will not mail outAfter reviewing this claim, we will mail your check in the amount of $ Please allow approximately days for the check to mail out Regards,CHW