BASS Services

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

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] Per our policy, Section A#states that all units that come into the policy have to be in proper working order CHW does not provide any maintenance for customers’; we expect that all units are properly maintained prior to entering our policy We do provide a grace period of days and if you had prior coverage it will be days, this is to ensure that you have gone over the policy and ensure that all units are working properly.We do see that we offered and you did accept the goodwill gesture for this claim in the amount of $200.00.We do regret your frustration with this policy; however CHW is in full compliance with our terms and conditions.Thank you,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]

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]

[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] ***,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 ”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied 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 as well as a one-time free service call fee for your next claim You accepted these offers Our records show that you received and cashed the check.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 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 ”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfiedWe 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 offerWe 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:You have records of all the issues as I stated in the original complaintYou are procrastinatingIt appears we are wasting each others time just going back and forthA fair settlement was all I was asking for Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: The leek was in the coil, and the repair person knows that I watch him perform the test and he showed me the leek 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 on 4/10/16, we do see that you had attempted to place claims prior to the policy start date for your Electrical System Per our policy, Section ACoverage #states that all units must be in proper working order on the start date of the policy CHW provides you days before the start date to make sure that all units are working properly, also to review the terms and conditions If you do not agree before the days are up, you are able to cancel with a full refundHowever, if you cancel after the days, you are subject to the terms and conditions stated in Section LCancellationsThe claim for the washer had failures such as: a drain pump failure and a level sensor failureThis unit is years old and that is from the serial number off of the unit Per our policy, Section FLimitations of Liability #states that CHW does not cover failures that are a result of any known or unknown pre-existing conditionsThe issues with the washer are failures that cannot happen within the amount of time that you had the policy You stated to our Supervisor that the unit had an issue prior to the start date with the door as well Again, this would be a pre-existing issue that would not be covered under our policyCHW provided you with a welcome packet the day you signed up with our company, this packet had the terms and conditions that we require of all units and appliances coming into the policy You can also access this through the customer account center if you did not receive the packet in the mail or email that we sent We follow the guidelines of the policy and expect all customers to do so as wellWe see that you have chosen to cancel the policy with us and per your request we did so Since you did not pay for the policy in yearly increments and chose monthly, you paid for the policy as the months went and therefore we do not owe you a refundWe do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policyRegards, CHW

[redacted] ***, When you place a claim, you are speaking with a customer service agent They are not technicians and cannot advise if a unit is covered or notWe have to understand the diagnosis before we can provide an outcome of the claimThe technician that goes to your home has to speak to our inside technicians for the claim to be reviewed against the policy to see if it is covered.CHW did not know the outcome of your claim until we have a diagnosis We do regret the frustration that you had however you chose to cancel your policy therefore there is nothing further that we can do for you at this time.Respectfully,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 there was a switch that broke off, our policy does not cover failures that are not wear and tear The switch that broke off was a part of the unit that did allow the unit to leak, there is no mechanical function for this partPlease see Section ACoverage #that states that CHW does not cover failures that are not wear and tear Secondly, our policy does not cover failures that are done by an improper repair or replacement Our policy states this in Section FLimitations of Liability #11, and lastly our policy does state that CHW is not responsible for the technician’s negligence, in Section FLimitations of Liability # If you would like to go through the claims that you have had with CHW and contact any of the previous techs, please feel free to contact us for any of the following claims that you had placed:Claim# [redacted] on 02/12/for the Air Conditioning System Claim # [redacted] on 01/11/17for the Refrigerator-Tech: [redacted] -CHW paid a total of $157.80Claim # [redacted] on 09/14/for your Washer- tech: [redacted] -CHW paid a total of $106.77Claim # [redacted] on 08/08/for your Dishwasher- techs: [redacted] - CHW paid a total of $331.32Claim # [redacted] on 07/17/for your Air Conditioning System- Tech: [redacted] which CHW paid $120.00Claim # [redacted] on 04/30/for your Air Conditioning System- Tech: [redacted] which CHW paid $290.00Claim # [redacted] on 11/02/for your Oven Stove Cook: Tech: [redacted] ***Which CHW paid $170.52.We will be happy to go through each one with you and provide all the phone numbers that you would need You can also log onto the customer portal to view all your claims and see the technician’s and numbers.We do regret your frustration however CHW is in full compliance with the terms and conditions of the policy.Regards,CHW

Dear [redacted] ,We understand that the technician stated to you that the unit “looked maintained” however this is not conformation that the unit was maintainedPer Section FLimitations of Liability #states that CHW requires all units to be properly maintained per the manufactures specifications The manufacture of your unit specifies that the unit be maintained every year If you do not have the records, you can contact the technician who you had provide the maintenance, they would have the last years on file for you and you can send them to [redacted] Also, please note that a compressor failure which is a compressor shorted to ground can be caused in a few different ways however the overall result is that there is an internal failure which is exactly what you stated and followingIn reviewing the policy that you have had with us, we show that we have assisted you on previous claims in the amount of $ As a good faith effort to assist you, CHW is offering to help with $towards this claim.If you would like to accept our offer, please contact us and it will be documented in the notations of the claim.All our best.CHW

Dear [redacted] We regret to hear your dissatisfaction with CHWIf you choose to move forward with cancelling your policy, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST.Regards,CHW

There is not a way for CHW to stop charging your policy without cancelling your policy If you requested to cancel then the policy will be cancelled but if you did not pay, then it would be suspended We had provided you a policy that can be found online as well as your email upon purchase The sales team will go over the general areas of the policy but we do provide days for the customer to review the policy and make sure that this is for them and if not to receive a full refundThis is all stated in the policy in Section ACoverageAgain, we do regret your frustration but our policy is provided to the customers to review before purchase.Thank you,CHW

[redacted] ,I do apologize but you were misinformed, the technician did not get paid $for that claim He did not get paid anything but the service call fee that you had paid him and a trip charge that we provide All of our technicians have a $pre-set authorization but if the claim cost more than that they cannot collect the $and if the claim is not approved, they will not collect any funds If you had disagreed with the technicians’ findings, you could have provided a second opinion from your own technician and we would have it reviewed Since you have cancelled the policy, we are not able to provide you with anything further We do regret you being misinformed and being upset with this claim 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 the claim was processed in accordance with the policyAs indicated in section Letter D, Number 4, water leaks are not covered under the policySection Letter D, Number indicates that drain pans are not coveredCHW values all customers and don’t want to lose any customers, however, if a choice is made to cancel the policy, it is done so in accordance to the policy section Letter L, Number which 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 us”Based on this information, it will be requested that the refunded amount be verified 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:This is not an easily breakable switch within the unitSomeone has to have had access to that area of the unit in order to break the switchYour tech from [redacted] left me with an oily messChoice chose a risky and cheap way to fix the earlier problem with the propensity to cause this much bigger one, due to the proximity of the fixing, and caused all this havockChoice is responsible for this situationI am a year old woman who needs action, no more excusesI don't need an apology either.These are other notes concerning the inappropriate repair done by [redacted] , the contractor who is responsible for the damage in my unit:The (recent) Choice Home Warranty representative (who explained what was wrong with the unit) calledHe told me that the report stated that a bad “Pressure Switch” was at faultThis is a quote: “Since a pressure switch isn’t something that is supposed to break, this can’t be considered wear and tear.” The repair notes from the service tech for the company who diagnosed the whole problem (and not [redacted] ) does not mention a broken pressure switchIt talks about a high pressure capillary tubeChoice is wrong in their statementsThis is not a wear and tear issueWhy pay a company that will subcontract for bad service? 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 the claim for your oven, we see that the technician’s diagnosis states “the right rear burner switch large and one small element and receptacles are needed to be replaced He stated that the top of the stove was all burned up along with the elements He stated that the unit was not well maintained Per our policy, Section FLimitations of Liability #states that all units must be properly maintained as per the manufactures specifications We do apologize if our customer service rep was not able to provide you with a reason as to how you should maintain the unit We are not technicians and therefore are just delivering the outcome of the claim You are more than welcome to provide a second opinion to us if you feel as though there is a mistake or the diagnosis is wrong.Per the diagnosis that we received, this claim would not be covered due to a lack of proper routine maintenance or any maintenance at all.We do regret your frustration 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 www.choicehomewarranty.com/useragreementUpon review of your claim, we do see that the unit was stated to have a leak and in order for CHW to process the claim in full, it was stated by the technician that a leak test needed to be completed Per our policy, we do not cover leak detection tests and we are not able to process a credit to you for something that was paid to the technician However, we are able to provide you with free service call fees which is the value of $90.00.If you would like to accept our offer, please contact us at ###-###-#### and you can tell our customer service department that you do accept our offer.I do apologize for not being able to return your call, our policy does allow me to have days for review All calls and or emails are responded within the order that they were received.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,Tracy MCHW