BASS Services

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] ***, 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] Under the terms of the policy section Letter L, Number 4, 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 UsHowever, in the interest of customer service and as a gesture of good will we have emailed you an agreement that will allow for a full refund of your policy under the guidelines in the event you agreeWe will await your reply We do regret your frustration; however CHW is in full 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 [redacted] Our records indicate we are working with you on a mutual agreement related to your claimWe have sent you an email and are awaiting your reply 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 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

[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 acceptable to me 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 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

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] We regret to hear your frustration and dissatisfaction with Choice Home WarrantyPlease see our policy Section Letter L of Cancellations: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 warrantyYou may cancel within the first days of the order date for a refund of the paid contract fee, less a $administrative fee and any service costs incurred by Us.This contract shall be non-cancelable by Us except for:Nonpayment of contract fee;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 UsAll cancellation requests must be submitted in writing.If you would like to proceed and cancel your policy, please contact us directly at ###-###-#### Monday-Friday 9am to 6pm ESTRegards,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 policyThe first diagnosis that was received states that the water line in your refrigerator had a crack in it The technician repaired this crack by putting a coupler on it, which fixed the issue You called us a month later stating that your refrigerator was not working again We contacted our technician to advise him of the failure that occurred again, in turn he contacted you to set up another appointment to go back to your home to diagnosis the failure againWe received the second diagnosis which stated that the windings on the compressor shorted out and needed to be replaced In situations when the cost of the repair exceeds the lifespan of the unit, in lieu of the repair, we offer funds at our cost, to replace the system Please refer to our policy, Section Letter F, Number 16, where it states that “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.”In this instance, we offered you our refrigerator replacement cost at $in which you did not accept Please note, that per the policy Section Letter F, Number states that we match for “ similar features, capacity, and efficiency, but not for matching dimensions, brand or color .”Since we strive to provide the best customer experience, our SrClaims Specialist offered you $towards a new refrigerator, in which you acceptedWe received a call from you a month later asking if we received a letter from your attorney We advised you that we did not receive the letter It is our understanding that you are not satisfied with the funds that were provided to you As a goodwill gesture, we will offer you the extra amount that you have requested of $92.48, however we are not able to provide you with more funding that this If you agree, please contact us and we will send you out a form that we would like for you to sign in order to resolve this matter Once we have received this form back, we will then provide the extra amount However if you chose not to accept this amount of a total of $592.48, we are willing to provide free service call fees that equal $to be placed onto the policy.Please contact our Claims Department at ###-###-#### to accept this offer.Regards,CHW

Dear [redacted] We regret to hear your frustration Please understand that we are not an emergency service company, however, we do understand your urgency for a technician For this reason, we advised you of our reimbursement program in which you would hire your own technician and if the claim was covered, you would be reimbursed funds at our cost You declined this offerFortunately, a technician accepted your claim shortly after your claim was placed, however you declined to use the servicesIf you would like to cancel your policy, please contact us directly and speak with a Customer Solution’s Specialist at ###-###-#### Monday-Friday 9AM to 6PM EST to process your request.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 whole "warranty" is a rip off and you know itThe "repair men" that your company uses are liars and con artists that told me one thing when they come to the home yet report different information to Choices claims deptLast year, two sis pious looking men showed up to my home and no I did not answer the door out of fearThey did not have on uniforms nor drive a vehicle indicating they were a repair company and lacked any kind of professionalismOn the last claim, the repairman mentioned the element and some other part of the water heater failedWith this malfunction, the wires burned and it could have caught on fireThis water heater has been in working condition since I bought the home May He also mentioned that Choice will try to avoid paying for the claim based on the age of the water heaterHe also predicted that I would have to go through "hell" to have this shady company pay for anythingThe last claim from 5/was denied based on lack of maintenance yet you have a copy of the receipt that shows when it was serviced, which by the way was less than year agoProper maintence on a water heater is to have is flushed and components checked once a year.This janky company and rude employees will find any loop hole to avoid paying claimsI want nothing else to do with this company and after waiting on hold for over minutes to speak to a claim manager on May 11,2016, I requested to cancel my policyI hope this is also in your notesI will continue to make it my personal mission to let as many people as possible know of my experienceThank you for your response even though I was told by one of your representatives, Revdex.com complaints are none of your company's concern and that company's who do until Revdex.com "pay for ratings" Regards, [redacted]

Dear *** ***,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 compressor shorted to ground This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor This failure does not constitute wear and tear as there are many safeguards that work to prevent these types of failures Per our policy, Section Letter A, Number 2, we cover failures that “Become inoperative due to wear and tear ”In further review of this claim, it shows that we offered you funds in the amount of $of goodwill to assist you on this non-covered claim You agreed to this settlement Please understand that we have settled on a favorable outcome on this non-covered claim, and no further assistance will offeredWe 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 that you have cancelled your policy with Choice Home Warranty, as our mission is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable assetUpon the purchase of a policy, we do mail out the policy booklets right away, therefore we apologize if you did not receive your manual copy in a timely mannerWe strive to better our business practices and have taken this feedback to the Director of Marketing who will handle this issue accordinglyPer your request, your policy has been cancelled and your refund has been processed as of May 3, 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] Upon review of your claim, we do see that you have accepted the buyout amount of $and this was authorized to you for the claimThis is per section FLimitations of Liability #that 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.” 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] ***, 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] In accordance to the terms of the policy, section Letter L, number 1, we aren’t able to provide you service if there is a nonpayment of contract feesThat was the reason for the delay in processing your refrigeratorThe claim for you’re a/c system was not a covered claim based on the diagnosis received from the technician that indicated a lack of maintenanceIn accordance with the policy, section Letter F, Number 12, CHW doesn’t provide coverage for this 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 the original claim that was placed on 5/17/was for the toilet and the handle We did send a technician out to the home and it turned out to be the valve in the second floor hall bath that had a failed It turned out to be a ruptured water heater that was leaking from the bottom of the unit.Per our policy, Section DCoverage # 6, CHW does not cover the actual tank We did speak with you and did explain that the tank is not a covered portion of the policy however we are willing to provide you with a check in the amount of $to assistWe sent you a release agreement and we are waiting for you to send it back to us to allow us to send the check Once we have the release agreement sent back to us, we will then authorize the funds for you.Please note, once we receive the release agreement that is when the authorization will be placed and that process will take days from the date that you send it back to usThank 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 the claim it appears that claim was processed according to the policyA microwave that contains a trim kit is not a built in unitThe policy outlines in section Letter D, Number that exclusions include Doors – Hinges – Handles – Doors - Door glass – Lights - Interior linings – Trays - Clocks - Shelves - Portable or counter top units – Arcing - Meat probe assemblies - RotisseriesAs a goodwill gesture records indicate that a payment in the amount of $was made on the claim as the unit wasn’t worth repairing, despite it is not coveredThe policy indicates in section Letter F, Number We have the sole right to determine whether a covered system or appliance will be repaired or replacedWe are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or colorWe are not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governmentsIf 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 repair We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

The Evaporator Coil and Condenser Coils are leakingThere are multiple leaks in the systemThis is caused by a lack of proper routine maintenanceAlthough it is not a requirement, CHW invites you to send in records of your proper routine maintenance to be reviewed in hopes of a more favorable outcome of your claimYou can submit this information to [redacted] If you have any questions, please call [redacted] Regards, CHW

I am rejecting this response because: Choice Home Warranty authorized Leaf Plumbing to complete the repair at my home on Wednesday, June 10thThe contractor did not complete the work until June Where obviously you can see I was not notified in time to make any decision in regard to this repairThus lending Choice Home Warranty liable When I was notified on the 18th (days after the repair was already completed), Choice Home Warranty did offer to pay for half of the repairThis was insufficient, as Choice Home Warranty made the decision to send out Leaf Lumbing, and had them complete the repairChoice Home Warranty was clearly negligentTheir negligence leads to their responsibilityThey need to pay me for the that I have had to pay the plumber Regards,

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 notes on the policy has indicated that the CHW has attempted to reach you on 12/12/16, 12/14/16, and 12/15/with no successThere were messages left and emails sent as well to the email address on filePlease call the customer service team directly at ###-###-#### for assistance 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 was unaware of the existing conditionI did not buy this house new and some of the appliance are oldUnless you do a inspection there could be many "pre existing" problemsI have been using the washer for well over a year and I was using it during the day periodDo you not cover the basket or how long till you do? Baskets do get wrap over a long period of time (years)Does that mean I have to have your service for at least years for your company to cover it Thank you for taking my $and provide me with no service but you should have a longer wait time before customers can actually use there plan or do a home inspection to ensure home owners appliance are in good working conditionNot all home owners are competent people when it comes to Washer and Dryers so how can home owners be help responsible for determining if a appliance if is proper working condition? There is a reason why we rely on inspectors to ensure quality of work in various fields I think your company is a giant scam and you use home owners incompetence to your advantageYou might as well start selling "lemon" cars and say well you should have looked inside the engine and check the gaskets before you bought the car when someone returns the car due to bad gaskets Long story short your a warranty company that did not upheld your obligation because I was unaware my working washer at time of purchase had a flaw because I know nothing about washers I will not be satisfied until you return all my money that I paid for the warranty and the cost of the inspectionSo $ Regards, [redacted] ***