BASS Services

[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] ***

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

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]

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 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

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

[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

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]

[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

Complaint: [redacted] I am rejecting this response because: You are basing your claim denial off a photoI have had professionals at my home in the last hours, stating the unit is not repairable because it's years oldNothing in the photo you saw would indicate neglectHVAC units don't last years unless they are maintained properly You didn't even speak directly with the service manAnd for the record, the other repair companies have stated they no longer do business with you because of the way you do businessAdditionally, there's a reason you have a poor rating with the Revdex.com, ***, and about a dozen other review sitesThere's also a reason your company was forced to pay nearly $in restitution in Regards, [redacted]

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] ***

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] 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

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: Unfortunately, I do not have a copy of the maintanance records because I did not realize that I was going to need proof as if I was in a court case for requested service However, my request was that there be a way phone call from the AC service provider, a representative from CHW and myself and that was not addressed As I reviewed CHW complaints online, I have noticed that there were several in regard to declining claims for AC service I was really hoping that this would work out differently for me I hope that CHW will consider being more forthright or perhaps update training for your sales, personnelThis training should include the following communication to customers: CHW will not repair AC compressors, regardless of what the AC technician reportsCHW will draw our own conclusions and we will decideCustomers are required to provide proof of maitainance for service to AC and any other appliances that you may decide I strongly disagree with this responseI am not sure that it will make a difference, since apparently, this response is common when it comes to ACStill hot and very disappointed Regards, [redacted]

[redacted] We do regret your frustration however we do not cover leak detection tests, if you have the leak test completed and would like to move forward with the claim, please have a technician contact us with the results of the leak testIf you do not wish to have this completed, we are offering you a refund of the policy, minus the paid claims for a total of $ If you would like to accept this offer, kindly please contact CHW at ###-###-#### and we will provide you with a form to sign and ensure that you have the refund.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

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] ,We regret to hear your frustration.We understand that rust and corrosion happens due to wear and tear, however, it is an exclusion in our policyOur policy is available online for public viewing at www.choicehomewarranty.comIn a recent review of your policy, we can confirm that your policy has been cancelled as of July 3, We wish you the best in your endeavors.Regards,CHW