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 [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

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]

[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] ,CHW did provide you with a credit for April and refunded you the $however we will go and provide you back months prior to that to give you an extra refund of $75.00.We do thank you for allowing us to assist you with the issue and help resolve it.We wish you all the best,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] ***

Complaint: [redacted] I am rejecting this response because:The FIRST CLAIM back in December...wasn't fulfilled and inaccurate which has become a bigger issue due to the molding and mildew in my homeYou assigned the original service tech to my home...not I If you are not liable for the work being issued to customers why use them...That's NOT FAIRAS far as the amount of $for the access to the wall was not approve by me, because its more to thata cabinet and crown moulding needs to remove as wellI was advised my the company, [redacted] *** to get a carpenter to remove the items the proper wayThe best solution from you'll was for me to make a claim with my home owners's insurance.......because of you'll incomptence...I feel my safety for me and my famiyl is extremely important.....with the molding..etc.,This has been a nightmare 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] ***, 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: 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]

There have been a number of claims that have been paid out on behalf of this policyPlease see a list of claims below: claim # Date Comment Authorization Amount [redacted] 07/15/ Garage Door Ope [redacted] 07/14/ Air Conditionin $$ [redacted] 06/27/ Electrical Syst [redacted] 05/26/ Air Conditionin $ [redacted] 03/16/ Limited Roof Le [redacted] 10/28/ Air Conditionin [redacted] 10/12/ Air Conditionin $ [redacted] 07/05/ Air Conditionin $ [redacted] 06/26/ Air Conditionin [redacted] 12/13/ Washer: Drum No $ [redacted] 06/18/ Garage Door Ope $ [redacted] 05/06/ Air Conditionin $ [redacted] 09/14/ Plumbing System $ [redacted] 08/08/ Air Condtioning [redacted] 08/08/ Air Condtioning $ [redacted] 08/08/ Air Condtioning [redacted] 07/28/ Dishwasher: The $ [redacted] 07/27/ Air Condtioning [redacted] 04/12/ Water Heater: L $ [redacted] 03/29/ Electrical Syst $ [redacted] 03/29/ Washer: The was $ [redacted] 01/07/ Dryer: The drye $ [redacted] 10/23/ Refrigerator: T $ [redacted] 09/23/ Water Heater: T $ [redacted] 09/23/ Plumbing System $ [redacted] 09/13/ Refrigerator: F $ [redacted] 07/22/ Air Condtioning $ [redacted] 03/31/ Air Condtioning $ [redacted] 03/09/ pool spa: The p $ 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] CHW continues to work diligently to assist our customers by decreasing our wait timesDue to our recent growth, we have a high volume of incoming calls and want to work effortlessly to handle all of the callsPlease accept our apologies, however your feedback is very valuable and will be used to increase the level of customer service providedAfter reviewing your claim it appears it was handled in accordance with the policyIf you have any questions please feel free to call the customer service team at [redacted] 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 there was internal failure in the compressor This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor This failure occurred from a lack of proper routine maintenance.Per our policy, Section Letter F, Number 12, CHW is not responsible “ for repairs or failures that result from the Contract holder’s failure to perform or routine maintenance...” 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 as a goodwill gesture, we have added a onetime service call fee onto your policyWe 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 system was low 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 You agreed for the technician to perform the leak test Based on the leak test results and pictures we received, it stated that there was rust/corrosion found on the ubends that caused the coil to form holes which led to the Freon leak.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 You advised that you contacted your own technician for a second opinion We received the results from your second opinion –The outcome stands, as the results show that it was rusted and corroded around the ubends, which caused the Freon to leak.Please note that your policy expired on August 6, 2017; we will have our Resolutions Director contact you directly to discuss this matter Please allow business days to be contacted.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/useragreement 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 us” The cancellation will review the amount that you have been refunded and apply any additional funds to the cardPlease accept the apologies of CHW for any errors in the refunded amount 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 claim, we do see that you stated that the technician had taken parts from your unitYou stated in the complaint that you have had the unit replaced but advised our staff that it was not as of yet Per our policy, Section F#16, CHW offered to provide you with the cost of the repair in the amount of $Please see section below: “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 appliance.” If you would like to accept this offer, please contact us and we will be happy to provide you with the amount for the unitWe will also provide you with one free service call fee onto the account if you should have another claim If you disagree with this, we are willing to provide you with a refund of the amount that you paid for the policy, which is payments of $to total $and cancel the policyIf you accept the full refund, we ask that you contact us and we will provide you with the paperwork to sign in order to process your refund CHW does understand your frustration and we are willing to assist, we do hope you chose to stay with our company and accept the offer which in accordance 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] We do see that you have requested a full refund of your policy and we do see that this was provided to you on 7/12/ We do regret any frustration that you had experienced with our company and wish you the very bestCHW

The sale date is actually days from the effective date of the policyThis allows the homeowner an opportunity to ensure that all things are in working order on the date that the policy is effectiveSection Letter B states Coverage starts days after acceptance of application by us and receipt of applicable contract fees and continues for days from that dateThis is a home inspection is not requiredThe policy has been sent via email and mail for review and the information is outlined in the policySection Letter F, Numbers and indicate that rust and corrosion are not covered under the policyCHW apologizes if there was a miscommunication or misunderstanding relating to the conversation had with [redacted] but it seems that he was making it clear that the policy was effective in days meaning that there was coverage, however, no one can detect a pre-existing condition until a claim is placed Regards, CHW

Complaint: [redacted] I am rejecting this response because: I understand your fine print and that even though I was told that I could cancel my policy by your staff after the check had been mailed and that it was processed and a refund was going to be issued minus the $450.00, I was told by you staff that the funds would be returned to my credit card and not by check because this is a quicker way to get my refundNever once was I told that it had to be approved even though your staff went ahead and told me on separate occasions that it was being processed and refundedI was only told of the denial when I had called on the above mentioned date to check on the status of my refundI do not accept your explanation or excuse to get out of wronging meI've had several people sign up for your service because of my federal and not one of them cancelled their policy and was refunded their fees because of this incident regarding my policyWhat ever happened to making sure that the customer was satisfied? All I want is my money back and to never have to deal with your company againI reject you reply in its entirety Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:CHW is refusing to admit that there was no problem with my motor! The tech even said there was no issue with my motor when I text him regarding the bogus claim by Choice that the issue was related to a secondary problem that they are not responsible forIf Choice bothered to read my previous statements they would have realized I am not falling for the whole there was a power surge that caused a secondary problem line! I was here with the tech and he specifically stated that he did not know why my dryer was not workingHe then proceeded to text his boss that he was unable to fix the dryer and it should be considered unrepairableIf the tech knew all along that it was the motor why stay for a hour trying to fix a dryer you know you can't fix??? The claim about it being a secondary issue is a lie and Choice is a fraudulent company! Regards, [redacted]

I have to say that I don’t have any document of service because out of this two years which I bought this house I lived here only less then a yearI work overseas in AfghanistanThey are just looking for excuses on how to rob people and cheat themI leave this in GODs hand for them taking people’s money and then come up with stuff like why I don’t have any service recordsWhen they take people money they don’t come out to check what they are insuring, because they know they are going to find something to reject people and they can’t do anything about it