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] 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

[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]

Complaint: [redacted] I am rejecting this response because: My fiancé has a background in construction so he has personally done the needed maintenance There is nothing in the contract that stipulates we have to show receipts of maintenance or that if had the knowledge couldn't just do it ourselves Again, a Choice vendor who saw and worked on the actual unit said it was maintained It has lasted over years in degree Texas weather, if it wasn't maintained, it would have failed long agoThis is us Choice's blanketed way of refusing any claim that actually has a higher price tag Making this a total scam Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: This information is the technician or representative called while I was on the phone with CHW and I could not connect with them but immediately after the call I called them back and got no responseThis happened approximatelynoon on 8/24/No message was left on my voicemail nor was a text even sent to meI had not received anymore contact from either CHW or contractor until I made this complaintOn 8/25/I reached out to CHW wanting to speak with a supervisorThey were basically playing the blame game on contractor I told them they are as much at fault as contractor for neglecting to reach out to me letting me what is going onThe call then went dead and now contractor conveniently left me a voice message and text todayBecause I am working I responded back to the technician via text and have yet to hear from him 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 our web site at [redacted] Upon review of your policy that began with us on 4/11/16, we see that you placed a claim on 4/23/for the AC System The technician advised us that the failure had been something that happened in a long period of time Being that the policy had just begun with CHW, this means that the failure that you had could not have happened within the time period of the policy start date Per the policy, CHW states in Section ACoverage #that all units must be in proper working order the start date that the policy starts We do not cover any failures that pre-exist the start date We provide days before the policy starts for you to ensure that all the units in your home are in proper working order Per our policy, Section FLimitations of Liability #states that we do not cover failures that are known or unknown to the policy as well Since you disagree with the policy, we are offering you a full refund of the paid amount of the policyYou have made two payments to us for $in which we are willing to provide back to you Please contact our office and they will provide you with the proper paperwork to signWe do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policyRegards, [redacted] MCHW

CHW policy covers mechanical failures due to wear and tearHowever, your toilet doesn’t have mechanical failures based on the diagnosis receivedAt this time, per your request, your policy is no longer active, therefore there is nothing more that can be done for a claim that had previously been approved

Dear [redacted] ,While we regret your frustration.At this time, CHW would like to offer you a full refund of what you paid for the policy, in the amount of $ Please contact us directly therefore we can send you the proper paperwork to process your refundRegards,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/useragreementUpon review of your claim, we do see that your heating system had a crack in the heat exchanger, this crack happened due to the rust in the unit Per our policy, CHW does not cover failures due to rust or corrosion We understand that some rust will be on a unit however when the failure is due to the rust, that is when it would not be a covered item under our policy.Please see Section FLimitations of Liability #as well as #they both state that we do not cover the failures due to rust or corrosion,We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.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 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] ***,We are happy to hear that this had been resolved We did respond after reviewing the claim however the notations of the claim being resolved were not provided to us at that pointWe do look forward to assisting you with future claims and we have requested that our Quality Control department review this claim to see where the miscommunication happenedRegards,CHW

Dear [redacted] , We regret to hear your frustration and dissatisfaction with CHWPer your request, we have cancelled your policy as of 9/27/and we are processing your refund in the amount of $47.83.Please see our policy, Section Letter L of Cancellations in regards to our refund policy:LCANCELLATIONThis 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.Please understand that our policy states in Section Letter C, Number that the service call fee is to be paid on every claim If you would like to dispute the $service call fee, you can contact the technician directly as the funds were paid to him Chilly Willies Heating & Air - ###-###-####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] 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

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

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]

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,

[redacted] ***,We will be happy to provide you with a full refund of your policy upon signing a release agreement that states that you are happy with the resolution We will send the paperwork to you via email from the Customer Advocates email We ask that you return the agreement and once returned, we will then provide the billing department with the agreement to refund the funds back onto your credit card.The email that we will be sending it to is what we have on file : [redacted] Thank you,CHW

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] [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/useragreementUpon review of your claim, we do see that the unit failed due to the fact that the condenser coil was fully clogged, the policy does not cover failures that are caused by a lack of proper routine maintenance, please see section FLimitations of Liability #12.We do see that the second opinion that you had provided us with a diagnosis that again was a failure caused by a lack of proper routine maintenance 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] ***