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 our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your policy, we show that CHW has assisted you with claims in the amount of $441.07.Upon review of your claim, we show that the part for the oven is no longer available and we have provided you with a cash payment in the amount of the average cost between parts and labor of the covered repairThe amount that CHW has provided you with is $171.07.Please see Section FLimitations of Liability # below: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 repairWe reserve the right to locate parts at any time For the first days of the contract period, We are not liable for replacement of entire systems or appliances due to obsolete, discontinued or unavailability of one or more integral partsHowever, We will provide reimbursement for the costs of those parts determined by reasonable allowance for the fair value of like partsWe reserve the right to rebuild a part or component, or replace with a rebuilt part or component.We do regret your frustration with this claim however; CHW is in full compliance with the terms and conditions of our policy .We urge all customers’ to review the policy within the day grace period that is provided before the policy begins You have this time to ensure that all units are in proper working order as well as to cancel for a full refund within this time periodBest regards,CHW

[redacted] ***,We do believe that this complaint has been resolved By providing CHW with the signed release agreement, you did agree to the settlement offer.If you have any questions or concerns, please contact us at ###-###-####.Thank you,CHW

Complaint: [redacted] I am rejecting this response because: Two different technicians, the second technician was of CHW choosing, told CHW that there was no rust or corrosion on the unit and it had been properly maintained Regards, [redacted]

Dear [redacted] ,The pictures that CHW received show that the unit failed due to rust/corrosion We are not able to provide coverage for this claim however we are able to offer you a full refund of the paid policy in the amount of $ If you would like to accept, kindly contact us and we will send you an agreement that we would need signed in order to process the refund for you Kindly contact us at ###-###-####.Thank you,CHW

Dear Mr [redacted] J [redacted] ,We do apologize for the inconvenience this may have caused you We have contacted our IT department to remove your information from our do not call or email list Please allow one week your information to processIf you continue to receive solicitations, please forward the email to us at [email protected], so we could revisit the issue.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 seriouslyChoice 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 this claim for the AC system, we do see that the diagnosis that was provided to us showed that the compressor had failed, the unit had rusted components but it was only years of age and also lacked proper routine maintenance If you have routine maintenance records, please send them to [redacted] and we will be happy to review them for youPer our policy, Section FLimitations of Liability #states that all units must be properly maintained per the manufactures specificationsWe do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy Regards, CHW

Complaint: [redacted] I am rejecting this response because: All of Choice Warranty's policy exclusions defeat the purpose of a home warranty and your mission statement on your own website and simply allow them the opportunity to deny many legal claims from the homeownerIn actuality, Choice is only a referal source for a handy dandy manI will call my own, thank you Regards, [redacted] ***

The response is loaded with manipulative language used to deceive consumers Clearly when purchasing your policy it says you will REPLACE if you can not repair the item It doesnt say replace with lesser or quality item or offer a wholesale value wich I have no way of getting as a consumer The language is predatory and deceitful So you have paid over $in repairs well guess what you were suppose to Its the reason I bought the warranty and why I pay the premium every month I want a fair price for the stove replacement as you advertised!

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, we do see that you had placed other claims for the AC that you had cancelled prior to this claim Once this claim was placed CHW dispatched a technician and he advised us of the failures If you disagree with the failures of the unit, you could always provide a second opinion to us from a licensed technician CHW does not hand pick the vendors that come to your home We make sure that they have a license in your state and they sign up with us CHW is not responsible for any negligence by the technician as it is stated in our policy.CHW does not find any fault with the diagnosis of the technician therefore we would not provide a second one We will however accept a second one from you if you would like to provide one.The last notation on your claim states that the unit might be under manufacture warranty, if this is so please note that CHW does not cover units that are under manufacture warranty.In reference to your first claim for your garbage disposal, this was not an approved claim but a goodwill gesture for you because the failure was only days after your policy startedAll units must be in proper working order on the start date of the policy.We have emailed and mailed you out a copy of your policy and you can also go online to the web portal to view your own policy as well.CHW does regret your frustration with this claim however we are in compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted] , Upon purchase of the policy, you are provided days to review the coverageIf you disagreed or did not understand you were able at that time to cancel the coverage for a full refund Per the policy, Section FLimitations of Liability #and #state that CHW does not cover failures that are caused by rust or corrosion This information is not only provided online at our website but it was emailed and mailed to you before the policy start dateAlso, you could go to the online customer account center to view your own personal policy We do regret any frustration that this has caused Regards, CHW

Complaint: [redacted] I am rejecting this response because: Claim was made a week before billing period endedChoice did not provide the service as describedService man did not show or callI still have a broken stove.CSERVICE CALLS – TO REQUEST SERVICE: [redacted] You or your agent (including tenant) must notify Us for work to be performed under this contract as soon as the problem is discoveredWe will accept service calls hours a day, days a week, days a year at [redacted] Notice of any malfunction must by given to Us prior to expiration of this contractUpon 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 hoursWe will determine what repairs constitute an emergency and will make reasonable efforts to expedite emergency serviceIf You should request Us to perform non-emergency service outside of business hours, You will be responsible for payment of additional fees and/or overtime chargesWe have the sole and absolute right to select the Service Provider to perform the service; and We will not reimburse for services performed without prior approvalYou will pay a $trade service call fee (“Service Fee”) per claim or the actual cost, whichever is lessThe Service Fee is for each visit by Our approved Service Provider, except as noted in Section C (5), and is payable to Our approved Service Provider at the time of each visitThe service fee applies to each call dispatched and scheduled, including but not limited to those calls wherein coverage is included, excluded, or deniedThe service fee also applies in the event You fail to be present at a scheduled time, or in the event You cancel a service call at the time a service contractor is in route to your home or at your homeFailure to pay the Service Fee will result in suspension or cancellation of coverage until such time as the proper Service Fee is paidAt that time, coverage may be reinstated; however, the contract period will not be extendedIf service work performed under this contract should fail, then We will make the necessary repairs without an additional trade service call fee for a period of days on parts and days on labor 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 records it appears that CHW has offered to assist you in providing $to assist with the repairsThere is an established legal agreement that outlines the terms of business days, however it was offered to make an attempt to expedite this to youCHW will not refund monies that were not paid directly to them and paid to the contractors, as such, the offer of $is still available should you remain interested in having this sent to youYou may call the CHW team directly at 1-888-531- 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:We are not disputing the rust issue The outside accumulator is a piece that can rust and according to every professional we have spoken to, there is nothing to prevent that However, since the contract does say it doesn't cover rust we were prepared to proceed and pay for that repair The inside unit on the other hand, was properly maintained and the technician advised CHW of this The technician CHW assigned to our claim, advised CHW that our unit was a maintained unit Both us and the CHW hired technician requested a copy of the picture, pointing out where CHW is claiming the unit is dirty and not maintained CHW declined to provide this, even though the technician stood in our home and argued with CHW, advising them that the unit was clean and maintained The technician that CHW assigned advised he was standing there looking at the unit, they weren't but yet they refused to accept the word of the technician they hired In addition to rejecting our request to have the damage pointed out in the pictures, each representative that we spoke with told us something differentOne claimed there was rust, another claimed there was debris, another changed her story midstream and told us there were pinhole leaks that couldn't be seen We asked her how they were seeing pinholes from cell phone pictures and she responded they couldn't be seen but they knew they were there since we didn't have someone there within the last months spraying a chemical (that is non-existent, according to different HVAC companies) on the coil that prevents corrosion and leaks One person told us the pictures had been received, the next said they had not been The next said they had been received again, the next again said they had not been received We spoke to a supervisor who said they had not been received and there weren't any notes indicating that the technician had even spoken with anyone The story changed with every conversation We were lied to multiple times, which is completely unacceptable.We were told by one representative that we had to have our unit maintained at least once a year We requested to send in our inspection from one year ago showing the unit to be in satisfactory, maintained, and tested condition We were advised that we would be wasting our time to do so because they wouldn't be covering the inside unit regardless Again the story changed and we were advised we have to have someone come out every months to do maintenance The technician CHW hired told CHW that the unit was just as clean and maintained as if he had just cleaned it.We have spoken to other professionals that have dealt with CHW claims in the past couple of weeks and their clients were told the EXACT same thing we were These professionals told me that their client's units were in perfect condition They also stated their clients were told crazy things such as the non-existent chemical, that not changing a filter had caused a Freon leak, even though the client had changed the filters and the professional said that not changing a filter would not cause a Freon leak anyway In addition to these things I found a group on [redacted] called Choice Home Warranty Ripoff Customer complaint after customer complaint is on that page with the EXACT same problems CHW has a theme phrase that is found in every complaint"improper maintenance." They are using this for every claim they wish to not pay, if the customer doesn't have a receipt of maintenance Our inspection report was not even acceptable to CHW They are dishonest, their representatives lie and make up stuff to try to pacify their customers This is unacceptable I purchased the home warranty so I would have the piece of mind not to have to fork out $4,that I do not have This has been a very stressful situation, definitely not peaceful, to say the least[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 http://www[redacted] Upon review of your claims, we do see that you placed a claim for your pool/spa on 9/10/and we do see that we had offered our reimbursement option to you We do see an email from you on 12/26/that stated that “you still needed assistance you had not been able to find someone to can repair your pool pump” We sent an email back to you advising you to contact us so we can place a second claim in for you You had gone online and entered your own claim on 1/25/and stated that “previously filed a claim in regards to the pool pump not running properly but before the company you use could come take a look at it the pump caught fire and I now need someone to look at the damage to the pump and repair it.”We did advise you that per our policy, section F # states “ We 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 pressure.”We also see that you have chosen to cancel your policy with us, we regret your frustration however CHW is in full compliance of our terms and conditions of the policy.Regards,CHW

Complaint: [redacted] I am rejecting this response because:CHW is not providing the full refund of my pre-paid fundAnd CHW is not providing a breakdown of how did they figure and send me back only at my cancellation request in September, when I had pre-paid $for the months policy term 2/6/17-2/6/How did CHW calculate and deduct $CHW is purposely being vague and only stated in its response that it deducted $for cancellation fees, which doesn't explain how it calculated or deducted my whole $ Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: It's not just the air conditioner Since the policies inception in February you guys have failed to cover My water heater, my air conditioner, the fridge, and the cooktop I guess because I haven't made enough payments towards the policy you guys have denied every single claim that I have placed! You guys are liars and falsely advertising products that don't cover jack! 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 www.choicehomewarranty.com/useragreementUpon review of your claim, we do see that the unit shorted to the ground CHW’s authorization department did a careful review of the claim and they determined that the compressor of the AC systems failures had failed due to the internal windings making the unit short These types of failures are from the compressor overheating which damages the internal windings and shorts the compressor This mechanical failure is not a failure that is considered to be wear and tearA technician that sees a unit such as this on a daily basis would consider this however a unit that shorts to the ground is caused by a lack of proper maintenance, lightning strike, power surges, acid in the system that burns out or it could have been the Freon, all of which would not be covered under our policy.We do see that you have cancelled your policy with us and as a good faith gesture since we are not able to cover this type of failure, we would like to offer you a full refund of the paid policy in the amount of $ If you would like to accept this offer, kindly contact us at ###-###-#### and our Consumer Advocates will send you a release form in order for us to send the funds back to the credit card that you used to sign up with, if you do prefer a check, kindly advise our customer care specialist and they will advise the Consumer Advocates.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 reminded to respond to this matter this morning when my garbage disposal stopped working mid-useChoice Home Warranty's practices are dishonorable and predatoryRather than address valid points presented in my dispute of both the claim and all the related fees that were stolen from me, CHW reiterated a standard blanket reply which failed to respond with any specificity to the issues I raisedBecause I can not recover the time, energy and resources I have invested in getting what was contractually promised to me when I entered into agreement with Choice Home Warranty, I am prepared to pursue all avenues available, including a class action suit, to hold CHW accountable and to protect other consumers from this scam CHW states: "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.”This is exactly why I purchased this warrantyMost of the appliances in my home are brand newRather than renew individual warranties on each appliance, I purchased a home warrantyCHW states:Upon review of your policy that started on 8/22/15, you placed a claim for your Air Conditioning System on 8/25/15; this was only days after your policy began As CHW confirms, the policy was in fact in effect as of 8/CHW’s policy does not indicate that there is any period following the effect date that claims will not be coveredIt does not matter if it was hours, days or months into the policy, CHW does not honor the date in which the policy did in fact become effectiveAll claims following that date must then be covered CHW state:The technician stated that the units failures: Low on charge, needed a fuse at the disconnect; could not have happened within the days that the policy began CHW advertises pre-screened, professional and quality techniciansThey also advertise quick response and guaranteed repairs on the workThe technician did not leave any official diagnosis of the problem and CHW failed to provide this information upon requestThe fuse was brand new, installed before calling for serviceNonetheless, I paid the service fee of $plus the additional repair cost out of pocket because CHW refused to cover itThe technician, to our knowledge, repaired the unitIt worked for daysI called him back out because his work was supposed to be garunteed and he never came backFirstly, then, the extent to which the diagnosis was accurate is questionable, given that the unit was working, then failed days laterSecond, CHW maintains that the failure could not have happened within days of the policy becoming effectiveBased on what facts or evidence does CHW arrive at this conclusion? Their service technician repaired the unit and days later it failedIt was in working condition until it stopped workingThat’s generally how it goes, things work up until the moment that they don’tCHW states:These failures take time to happen and per our policy, Section A#state that all units must come into the policy in proper working order.Again, the unit was working just fine up until the moment that it did not workIt was working in July when I purchased the warrantyCHW provides no explicit criteria, definition or measure for assessing proper working order other than asking the customer when they obtain the policy if the appliances and units are working, which they were"These failures take time to happen” is ambiguous and irrelevantPer section A #3, the unit was in proper working order and given that CHW fails to conduct home inspections, they are unable to provide any legitimate counter argumentCHW states:Also, Section FLimitations of Liability states in #that we do not cover known or unknown pre-existing issuesAs per our policy, this claim would not be coveredAgain, the unit was working as well as my washerThe AC is older and the Washer is brand newIt doesn’t matter because things work until the moment they don’tIt’s why people buy a home warrantyCHW is suggesting that the issue was pre-existing, which, in the middle of a heat wave, where temperatures were averaging degrees and higher, would have been impossible in a home with four children (one of whom is an infant)Unless CHW can provide evidence and prove beyond a reasonable doubt that the issue was pre-existing, which would have required an inspection of the unit prior to or at the time we entered into the agreement, then CHW can not use this clause as a loop hole and must cover the claim.CHW states:We do apologize if anyone was rude to you in any way CHW doesn’t condone that behavior and this will be addressed with the supervisor that had spoken to you.There are hundreds of consumer complaints on line that indicate just the oppositeCHW practices seem to be consistently predatory and customer service extremely confrontational and hostileAn apology is a nice, but insincere and inadequate gestureCHW states:We do apologize for any frustration that this claim has caused you, we always urge our customer to read over the policy as it is always as said above available online for anyone to viewThe policy has been read and re-readCHW is trying to manipulate the terms of the agreement to absolve itself of its contractual obligationWhen someone purchases health insurance, claims are covered from the effective date to the termination date, whether the policy has been in effect for one day, one month or just under yearI just purchased a brand new car with only miles on itI purchased an additional warranty that went into effect hours laterIn less than a week, there was a mechanical failureThe warranty, which was in effect, covered itNissan did not refuse to honor the repair because it occurred days into the warrantyThe real issue here is that CHW never intended on covering any claims, as is evidenced by the number of public complaintsThings work up until the moment that they don’t, so issues are not known, un-known or pre-existingThey may be wear and tear or suddenEither way, I am prepared to pursue this matter until CHW displays some integrity and honors the terms of the contract without manipulating itself outRegards,CFB Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: The subcontractors chosen by Choice should ultimately be the expert in the diagnosis since that is their area of expertise and they are onsite looking at the parts.That is why Choice sends them to look at the unitIf Choice chooses to deny without being present to look at the damage, why send a tech to look at the damage ? I was charged $+ to replace the motor $offer is barely satisfactory Regards, [redacted]

The reason provided for non-coverage of the item i.erust/corrosion is unacceptableOne does not buy Home Warranty coverage on brand new appliances; they are covered under manufacturer's warranty anywaysOne buys it for the peace of mind, on relatively older unitsRust/Corrosion is therefore part and parcel of any unit that is old and has been running for some timeSimply by stating that the appliance is old and was damaged due to rust and corrosion, the company can walk away from covering pretty much any/all repair requestsThere seems to be a pattern - if the repair costs are above a certain threshold, loopholes and fine-prints are sighted to deny coverage.I would like to make the complaint public so people are not duped into buying coverage from ChoiceMy experience should at least help other innocent customers who should know what they are getting into