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 claim for your refrigerator, we do see that CHW did approve the claim and we were offering to provide you with a reimbursement for the technician that you used We received the diagnosis from the technician and we were willing to reimburse you at the cost of $minus the service call fee of $and the total would have been $ This was determined on 2/5/but you had cancelled your policy already stating that you wanted to find a better more reliable company to be able to assist you Since you have cancelled the policy, CHW is not responsible to provide you with the funds that you had submitted for reimbursement Please see Section LCancellations, if CHW paid the claim for you, you would be responsible to pay back the funds that we paid for your claims We do apologize if anyone in our company was rude to you in any way, we did advise the Quality Control department for them to review.We also explained to you that being a monthly customer, we cannot provide back for the month that you had paid since there was a claim placed..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

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 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 seized up and would no longer startThis type of failure is caused by a lack of proper routine maintenanceAlthough 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 claimAs a goodwill gesture CHW has agreed to assist with the repairs costs by providing $towards the non-covered claimIf 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/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 garbage disposal was leaking and needed to be replaced Please note, that you purchased your policy on April 3, and the coverage start date was May 3, The failure of your garbage disposal would not have happened during the short lifespan of the policy Per our policy, Section Letter F, Number 1, CHW is not responsible for any “ known or unknown pre-existing conditions ”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel your policy due to your dissatisfaction We strive to provide the best customer experience, therefore we offered you funds in the amount of $to assist you on the non-covered claim You declined this offer as you insisted you cancel your policy You spoke with our Customer Solutions Specialist who attempted to assist you, however you declined as you stated that you wanted to cancel your policy, Per your request, your policy has been cancelled as of May 19, Please see our policy, in Section Letter L of Cancellations as you are entitled to a pro-rated refund, not a full refund: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

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI would appreciate a direct number and a name of whom I should discuss this refund with though Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: technician told me exactly the oppositeHe said that the spark plug is bad because its old, So he would order new spark plug to replaceThere was not even a single bit of grease on my cooktop so its a total lie 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 dishwasher claim, we do see that we did offer you a buy-out for this unit because the repair would cost just as much as a new unit would In this case CHW provides the customer with a check in lieu of repair as stated in Section FLimitations of Liability #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 applianceWe did offer to provide you with the amount that it would have cost us which was $but you did refuse this amount We did increase the offer to you in the amount of $which we do see that you had accepted..We do regret the frustration that you encountered with the claim however; CHW is in full compliance with the terms and conditions of our policyBest regards,CHW

Complaint: [redacted] I am rejecting this response because: it does not address the issues expressed in my original complaintThis appears to the canned repose they hide behind to get away with providing fraudulent information when selling the contracts 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] A review of the claim shows that the claim was processed according to the policyThere was an issue with the technician and the part that was orderedIn order to have this matter resolved, CHW did reassign to another technician and had the part sent overnight to ensure it was available when the technician arrivedThe claim has been approved and the heat should be working for you at this timeCHW did provide the empathy needed and once were abreast of the situation, handled the matter with the technician that didn’t display empathy with the Vendor Relations team to address thisPlease call the CHW customer service team with any questions at ###-###-#### 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 our web site at http://www.choicehomewarranty.com/user_agreement.php We do apologize if you had experienced any frustration with your claims and we have added one free service call fee to your policy for you.We do hope that you have a much better experience in your future claims.Regards,CHW

Complaint: [redacted] I am rejecting this response because: I did indeed pay to have the harness replaced on my own since it was not coveredHowever once replaced the tech discovered that was not the issueThe issue was due to a power surge that cane from the unit itself opposed to an "act of God" such as a storm or power outage in the areaEven with this I was told that no type of power surge would be covered thus I canceled my policyIt makes no sense to pay for a policy when I had to pay out of pocketMind you I did have coverage when this all beganI never had a completely running furnace from the time I filed my initial claim with the warranty coIt was not until I paid the out of pocket for a new unit I regained proper service from the unitIf the power surge was due to weather that would had been understandable, but for a power surge due to the unit it's self not to be covered is just a loop hole used so that the cowill not have to pay to replace the unit 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 Upon review of your policy, we do see that you have placed a claim for your water heater We also received a letter from you requesting CHW to go against our policy and replace the current water heater that you have Our policy states in Section D#that the actual tanks are not covered The tanks are a holding vessel that had no mechanical need CHW only covers the heating elements that heat the water; the tank has no mechanical function.Per the policy Section LCancellations, states if you would like to cancel this policy you would receive a pro-rated refund of however many months you have remaining and you would be subject to an administrative fee of $50.Please review your policy as it is on line and we have mailed a 3rd copy to your address as well as email Please check your spam or junk folder as it does at times go to there.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW

[redacted] ,We do regret your dissatisfaction with the outcome of the claim however upon review of the diagnosis, the outcome for this claim would standRespectfully,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] Our goal at CHW is to provide all of our customers with outstanding customer serviceOur records reflect that you have canceled both policies with us as we weren’t able to meet your needsAs requested, we have sent you an email outlining the information necessary to provide you with a full refund of the amount that you paid usWe have already canceled your policy in accordance with the policy, section L, however, we can provide a full refundIn the event you have questions, please call our customer service team 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

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 This was partially covered claim Based on the diagnosis that we received, it stated that there was a inch pipe leak in the master bath which led to the downstairs ceiling leakWe covered the repair for pipe and advised you that we would repair the wall to a rough finish, however the access to the pipe is not coveredPer our policy, Section Letter F, Number “We are not responsible for providing access to or closing access from any covered item ” Our SrClaims Specialist advised you about the outcome of the claim and our policy; due to your dissatisfaction, you requested to cancel your policyYou spoke with our Customer Solution’s Specialist who offered a goodwill gesture of providing months for free You accepted this offerIf you would like to move forward and cancel your policy, please contact our Customer Solution’s Department directly at ###-###-#### Monday-Friday 9am-6pm EST We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

[redacted] ,The policy you purchased does not include limited roof coverage and also our policy does not include a tile roof.We do regret your frustration, you are welcome to view the policy online at www.choicehomewarranty.com/useragreement and we have mailed you out another one.Thank you,CHW

Dear [redacted] ,Could you please provide us with more information, please provide the address of the home that the policy was under at that time or if you have the policy number, which would be great We are unable to locate your policy with the current address you provided.Thank you,Choice Home Warranty

Dear [redacted] and [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 claim shows that the claim was handled properlyThe compressor of the unit failed due to the internal windings shorting to the groundThis is a failure that occurs when the compressor overheats, damaging the internal windings and shorting the compressorThis is not considered wear and tearSection Letter A, Number of the policy indicates that CHW is responsible for repairs related to wear and tearUnfortunately, this doesn’t constitute wear and tearCHW informed you that a second opinion could be obtained at your expense and submitted to CHW for review, however that option was declinedIt appears based on the notes that the team at CHW attempted to explain the diagnosis, however, the call was disconnectedPlease feel free to call the customer service team at CHW if you have any questions at ###-###-#### We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Your previous claim (that CHW did pay) the condensing fan motor was replaced but it was too late because by that time the compressor had already had the damage and that is the reason that the replacement did not work and the compressor failed The condensing fan motor being bad causes the compressor to overheat and failSecondary damage from the condensing fan motor failure caused the compressor to stop working Again, per our policy we do not cover a lack of maintenance, secondary damage, We did advise you that the unit shorted to the ground and of the secondary damage You called our office today and we did explain to you the failure that happenedWe have offered a refund to you and you have declined any offer that we gave I do apologize, there would be nothing more that we could do for you at this time as this claim is not covered under our policy Please see Section F You agree that We are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performanceYou also agree that We are not liable for consequential, incidental, indirect, secondary, or punitive damagesYou expressly waive the right to all such damagesRegards,CHW

Complaint: [redacted] I am rejecting this response because:I was standing right next to the roofer who clearly stated to the CHW rep that there were nails surrounding the shingles which were not adhering correctly therefore causing leakage After he was to fix the nails and shingles, and was going to apply a sealant as a precautionary measure The leakage was NOT caused by the sealant! Regards, [redacted]

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/useragreementA review of the claim shows that it was processed according to the policy Based on the diagnosis that we received for your refrigerator claim, it stated that the compressor was not cooling due to the system being out of Freon Your refrigerator being out of Freon indicates that there is a leak in the system Per our policy, Section Letter D, Number 3, CHW does not cover “ Leaks of any kind ”Based on the diagnosis that we received for your air conditioning claim, it stated that blower motor failed and needed to be replaced CHW covered this claim We received a call from you stating that the system still was not working and that the technician had been back out to your home Based on the second diagnosis we received, it stated that the system was empty on Freon Your system being low on Freon indicates that there is a leak somewhere in the system When the leak is not visible, a technician must perform a leak test A leak test would determine the location and cause of the leak, and in addition, the technician would take pictures of the location of the leak, the indoor and outdoor coils, and the model and serial number of the unit Per our policy, Section Letter D, Number 4, we do not cover leak test.Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you did not agree and in turn, requested to cancel your policyPer your request, CHW has cancelled your policy as of May 30, Please note, that you are not entitled to a refund, per 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 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