BASS Services

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

Dear [redacted] [redacted] ,We regret to hear your frustration and dissatisfaction with the outcome of the claimPlease understand that due to a rusted/corroded evaporator coil, tiny holes were formed – this led to the unit’s Freon leak As mentioned on the previous response, CHW does not cover failures caused by rust and corrosionIf you would like to further dispute this claim, please understand that you are entitled to get a second opinion at your expense If you choose to get a second opinion, please submit the detailed diagnosis to [email protected] for review If the diagnosis is different, we would adjust the outcome accordingly Regards,CHW

Complaint: [redacted] I am rejecting this response because:First thing I want to point outYour response is not trueIt was you Claim Specialists, not the technician, that had told me that the magnetron and transformer were in the time of failing and hence the descision for denialIn fact, as I have mentioned in my email, your technician had told both my wife and I that I was eligible for a replacement of my microwaveSecond, pls listen at your recording when someone waits in lineYour recording states"You are eligible to purchase choice home warranty coverage REGARDLESS OF AGE of your home and appliance, in fact NO HOME INSPECTION IS REQUIRED"...but you insisted you are not covering repair of my microwave because the magnetron and transformers "are parts that require time to become faulty"Third, it is true I had cancelled my contracts with your company, because I find it a gamble buying your warrantySo if my year old central AC breaks down you will tell me you cannot cover repair because those parts are due to become faultyYour pre-existing clause is a blanket statement to favor your company to deny claimsYour recording said no inspection is required yet when I asked your claim specialist how could I prove my microwave was in good working condition prior to beginning of effective date her response was I should have gotten a home inspection to back up my claimsGood thing I found out about your contract loopholes while its earlyI would feel sorry for those who had been with CHW for years and whe time to file a claim will get denied Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: It is now the 22nd of June and my refrigerator is still broken,this Friday will be month without service Regards, [redacted]

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] ***

[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: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] ,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] 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

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] Upon review of your policy, we do see that CHW has assisted you with $in approved claims If a claim is submitted to us, we have to compare against our policy, if it is covered per the terms of the policy, we will cover then claim as we have for you.Upon review of your claim for your Air Conditioning System, we do see that the failure was due to a lack of proper routine maintenanceThe records that you had provided to us show that Freon was added to the system each timeThis indicates that there is a leak and by adding Freon was not fixing the issuePer our policy, Section F#states that we do not cover failures that are caused by a lack of proper routine maintenanceAs a goodwill gesture CHW did authorize $towards the repair of the system We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy Regards, CHW

Sorry to say this issue has NOT been resolvedI have sent Choice Home Warranty all invoices and info and a request for compensation I also sent work order from 'their company" that apparently did not want to handle this job and made the wrong diagnosisI have filed a complaint with TN Revdex.com against [redacted] ***I will keep you post when if get the results from CHWPlease do not close this case until it has been resolvedThank you for your support and prompt action

Complaint: [redacted] I am rejecting this response because: After reading all the negative reviews on the web, it appears to me CHW refers to this F-limitations more often than notAnd furthermore, what's stopping CHW from not referring to this F-limitation each and every time, where the first sentence of coverage states CHW will repair or replace covered systems Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: As has been typical of the prior communications with the company, they continue to repeat the standard lines that the item is not covered based on particular terms of the agreement, but they fail to actually read or listen to the actual words that are being spoken/written by the consumerI had indicated in all my prior communications that the technician on the job site stated that the item where the leak occurred was not indeed rusty though the surrounding areas were rusty There is no requirement in the policy that there be no rust on the covered part but rather the rust has to be the cause of the malfunction which is clearly not the case hereI have invited the company to hire their own technician to perform their own leak test and for their technician to see with their own eyes that the cause of the leak is not due to rust This request has been consistently ignored.While I have every hope that this matter be resolved amicably, I am prepared to file a complaint with the New Jersey Attorney General's office if this matter is not resolved Regards, Efrem Wietschner

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: 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]

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

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: 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]

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] ***

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!