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 me Regards, John [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 Based on the diagnosis that we received, it stated that unit was leaking Freon due to a rusted evaporator coil and there was also a leak in the condenser.Per our policy, Section Letter F., Number 1, CHW is not liable for “ malfunction or improper operation due to rust or corrosion of all systems and appliances ”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not in agreeance We strive to provide the best customer experience, therefore, we have resubmitted your claim to our Authorization’s Department for review Once we have received an update, we will reach back out to you.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 want to know how much longer will my wife and I have to suffer in the heat with no A/CThis company keeps saying parts have been on back order for over a month, their customers are suffering! It says in the CHW handbook if all parts cannot be ordered then the unit will be replacedIt seems like they are prolonging in order not to give us a new unit but in the process we are in the hot Texas heat! We have been without long enough! It is written in the benefits handbook that if unable to repair, replacement will be preformed If waiting for replacement parts is taking this long then CHW should just replace the unitAs a veteran still in the process of recovering from surgery and my wife having a chronic illness we need some help please 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] Section Letter L, Number of the policy 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 CHW”As a result, once you requested to cancel the policy, you received a pro rata refund, less the administrative fee and the fees that were paid for a claim that was placed and covered on 3/18/for the water heater in the amount of $Upon processing the cancellation request, it will be calculated properly We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear [redacted] [redacted] ,Please note that CHW is not an insurance company, it states this in Section ACoverage We do understand your frustration however the claim itself is not a coveredWe do see that CHW had provided a goodwill gesture for this claim and we did provide the technician with the funds for the repair at first.As a second option, we would like to provide you with a good faith gesture in the amount of $150.00.If you would like to accept this offer, kindly contact us at ###-###-#### and we will send you an agreement that you would have to sign and send back to us.We do appreciate your being a valued customer of CHW and to show that we are happy to have you as a customer, we are offering to skip one month of service and add a onetime free service call fee to your policyThank you,CHW

Complaint: [redacted] I am rejecting this response because:they contidicted themselves by saying they gave us money to replace parts not a buyout of whole unit This Is a refrigerator They paid me for the unit part! Regards, Y [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 assetWe 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 purchaseIt may also be found on our web site at [redacted] After review of your claim, we do see that CHW is covering the cost of the repairWe have provided authorization to the technician We 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: We were told all remaining parts needed to repair the AC would be mailed to our home then a service tech would be sent back out we received one part and now each time we call to get a status on the remaining part we are told someone will call us back, no return calls yet with a status on the shipment of the remaining part and it's getting hotter! Regards, Tara [redacted]

I am rejecting this response because:THIS COMPANY IS A RIP OFFAnd using their so called policies so they don't have to pay their claims,and at the same time service fee of is also lost to subcontracted company that provides service.THEREFORE NOW Both parties make their money and the consumer gets cutout of repair!NOW NOBODY IS GOING TO GET PAID AND I WILL GET MY MONEY BACK!TRUST ME!

Complaint: [redacted] I am rejecting this response because: CHW stating they did not receive a second opinion to review is not trueI sent statements from two HVAC contractors, and one of the CHW claims specialists read one of them back to meShe acknowledged that the expansion valve did not fail, but then said "we're not going to cover it anyway"The unit has not been replaced, we are still without an air conditioning system Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: I paid the merchant $Via payments on ***I never agreed to monthly payments But annually; They told me to find find me a plumber on my own and then after they finished the work, they would repay My plumberThey never sent me anything $Besides losing the $I still had to pay out 487$ for new pump &labor Regards, [redacted] ***

Dear Mr [redacted] ,The address that you have provided to us does not match any records we have in our system for a covered property.Please provide the covered address so we are able to review your claimThank you,CHW

Dear [redacted] ,It is unfortunate however when you accepted the amount of $250.00, you cancelled your policy with CHW We are not able to provide you with a check hirer than what was offered at that time for a non-covered claim.CHW is willing to provide you with a check in the amount of $as stated if you would like to acceptIf you do, please contact us at ###-###-#### and we will send you the paperwork If you do not wish to accept this goodwill gesture, we do regret that there would not be anything more that we can do for this claim since it is not covered per our policy.Thank you,CHW

Dear [redacted] We regret to hear your frustrationPlease understand that your automatic payment withdrawal is set for the 23rd of every month Your payment history is as follows:2/21/- $33.753/23/- $33.754/23/- $33.745/23/- $33.75Please note that you are not entitled to a refund, however if you would like to stop the withdrawals and cancel your policy, please contact our customer solutions’ specialist at Monday-Friday 9am to 6pm EST.Regards,CHW

[redacted] We do regret your frustration however this claim is not something that is covered by our Warranty company Please feel free to contact us with any other covered claims and we will be happy to assistCHW

Complaint: [redacted] I am rejecting this response because: First my disposal was NOT Leaking and th e a technician never said it was.So that is a lie on your end.Next my conversation with [redacted] on.Febuary didnt Want to stay with your company because of the bad reviews and that is why she gave me as good faith on her part a free call.I want at least my.$refunded since I wanted to cancel and was scammed into staying!! 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 policy and the claim, it is clear that this unit did not come into the policy in proper working order as specified in the policy in section A# The failures that your unit had could not have happened within the time period of the policyYou are provided days prior to the start date to ensure that all units are in proper working orderAs a goodwill gesture, we are willing to offer you a full refund of $ If you would like to accept the offer, please contact us and we will provide you the funds back since you disagree with the terms and conditions of the policyWe do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy Regards, ***

Complaint: [redacted] I am rejecting this response because: Your technician LIED about the visit, he was more interested in rummaging through the stuff I was throwing away instead of checking the dryer thermostat and replacing it! Why are you now offering "As a good faith offer, we will be happy to place a onetime free service call fee under your policy once it has been updated." ??? If a different technician had been sent out right away, we would not be going through this hassle and my dryer would be fixed, but no you wait until I leave the state to offer a free service call How about accepting a letter from one of the people that checked the vent and found it to be free and clear of lint and in good shape Furthermore your tech did not even pull any lint from the vent because there wasn't any, he just plain lied and why I don't know except he wanted to avoid doing any work Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:CHW is not offering an acceptable customer service when requesting a service, they do not respond messages on their website and the waiting time for response when calling for service is over 30'.Also their technicians were rudely answering questions about a plumbing problem, they were demanding complete parts of broken washers and denied to fix the problem because "parts were not properly installed", when those parts were installed when I move to my house almost years ago.Furthermore, they did not consider my cancellation request until I assured confirmation of receipt of the certified letter about it; then, when I called to confirm the cancellation of the contract they were transferring my call from one person to another, I had to call times, and every time the waiting time for those calls were well over 30'.I am concerned that in case I have another problem, I will have to go through same inconveniences originated by a company that only answer calls immediately when you request a quoteI consider that CHW is not responding properly and professionally through their customer service and contract services (technicians); therefore I demand the immediate cancellation of this contract and the respective pro-rated refund.Thanks for your attention,Cesar [redacted] *** Regards, Cesar ***

Dear [redacted] We regret to hear your frustration and dissatisfaction with CHW Please note that your policy has been cancelled as of August 7, and your refund of $has been credited back to your credit card.Regards,CHW