BASS Services

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] , 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 the claim it appears as if it as handled in accordance to the policy section Letter F, Number states, “We are not responsible for any repair, replacement, installation, or modification of any covered system or appliance arising from a manufacturer’s recall or defect of said covered items, nor any covered item while still under an existing manufacturer’s, distributor’s, or in-home warranty”At this time, the unit is covered by the manufacturer 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 organization has entered into a contract with no intention of honoring this section of the contract as evident from the 100+ other AC complaints now on the Internet I will be peaking a class action suit similar to the other suit that was settled in The practice of this company has not changed and hiding behind the fine print of a contract without proof of negligence will not be allowed to continue Regards, [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: 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: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]

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: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]

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 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

Dear [redacted] ,We do understand your frustration however, once this claim was deemed not covered the choice for you to use the technician was up to you We do see that since the policy start date, CHW has assisted you with a total amount of $in which you had paid to us $We did provide you back with the service call fee however you chose to cancel the monthly policy and we did explain that you should contact that technician for requests to receive assistance with the claim Per our policy, Section F#states that CHW is not responsible for repairs related to the technician's negligence.We regret your frustration however CHW is abiding by our policy and if you would like to reach out to us to receive that technician's name and number so you can contact him for the funds or the proper repair that you stated he did not do, please do so.Your policy has been cancelled by you and we again regret that you are disappointed with the claims that you had placed however, we are very sorry but CHW is not responsible for the repairs as stated above.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 and the condenser were severely rustedPer our policy, Section Letter F, Number 1, CHW does not cover failures that are related “ rust or corrosion ”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you did not agree and stated you would reach out to the technician.If the technician would like to dispute his diagnosis, he is free to contact our Authorizations Department at ###-###-#### option 5, then 1; Monday-Friday 8am-7pm EST or Saturday-Sunday 9am-5:30pm ESTWe 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

Complaint: [redacted] I am rejecting this response because: I don't know what $claim was paidThat's not correctActual claim was for $for repair - parts, freon and labor + $for leak detectionI understand the leak detection is not covered but it should cover $which I paid from my pocketThe whole claim was denied just base on leak detection feesAlso I don't know why $was paid to service providerThat shouldn't have been paidAs per the contract this claim should have been approved and paidSo I would request you to reimburse $to me and also ask service provider to refund $as I paid $leak detection from my pocket 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

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

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

[redacted] , Per our policy, CHW does not cover leak tests also, if a unit is low on Freon when you have your routine maintenance that is when the technician should have found this issueCHW does not provide maintenance and the technicians that we send out to you will fix the problem and you are responsible to follow up with the unit.I do apologize for any miscommunication, please feel free to veiw the policy online if you don't have a copy It is there for anyone to view at [redacted] 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 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] The technician that we contacted provided us with a contradicting diagnose; he stated at first that the unit was leaking from within the fin section of the coil however he did not check the indoor coil and was not sure if that was leakingHe stated that he was not sure if the coil had been replaced and he was not sure if he was ever at your home beforeHe then stated he was there last year providing service to this unit and he did not find a leak but he recharged itThe technician was not sure of a lot of pertinent information that we would require him to have We did request that you send us routine maintenance records however they we were not legible As a good faith offer for you, CHW is willing to provide you with a full refund of the paid policy even though we have already paid $toward this policyIf you would like to accept this offer of a full refund, please contact us and we will provide you with a release agreement that we would ask you to sign in order for us to provide the refund of $ We do regret your frustration with this claim; however we are in 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 we do see that the failure was with the actual tank itself as you stated when you placed the claim into the customer portal “You stated that the water started to leak”Per our policy, we do not cover the actual tanks due to the fact that they do not have a mechanical function; they are a holding vessel for the water Regardless that this could have been a wear and tear it is a specific non-covered item in our policy.CHW does urge customers to review the policy that can as stated above can be found online or through the customer portal that you placed your claim through.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW