BASS Services

Dear [redacted] We regret to hear your frustrationIn recent review of your policy, you spoke with our Customer Solutions Specialist who offered you $to assist you on this non-covered claim We are glad to see that you accepted this offerPlease allow days to process before the check is mailed outNo further action will be taken as this claim has been settled.Regards,CHW

[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.]I accepted the offer and signed the Release back on June 27, and emailed it back to [redacted] and still have NOT received a response or phone call saying that the release was accepted or that my policy has been cancelledToday, July 11, 2016, I am again accepting the $offer and asking that my policy be canceled I have agreed to cancel my policy and accept the $but I NEVER received a follow up email nor can I get through on the telephone [redacted] NEVER answers the phone and her voicemail box is full I will sign a another RELEASE and CANCEL my policy ASAP I just tried calling again and still cannot get through on the telephone number provided I'm tired of the run around with this companyI need to get another warranty company but until this problem is resolved I cannot afford to pay for warranty companiesPlease help!!! 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, [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]

[redacted] We do apologize for any frustration that this has caused you however CHW does not cover the access which is stated in our policyAs a good faith effort, CHW has provided you with a onetime free service call fee that has been added to your policy for the next claim that you might have.Thank you,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]

Dear [redacted] Please note that the claim that you filed prior to this one is not considered maintenance for this unit Maintenance is something that you have completed on your own on a yearly basis by following the manufactures specifications CHW does not cover maintenance and this is what the unit lacked If you have documents showing that the unit had routine maintenance please send them to us at [email protected] and our authorization department will reviewPlease note Section FLimitations of Liability #that states “We are not liable for or routine maintenanceWe will not pay for repairs or failures that result from the Contract holder’s failure to perform or routine maintenanceFor example, You are responsible for providing routine maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacementIn the event a claim is denied, and a customer seeks to have CHW review that denial, CHW has the right to request routine maintenance records in reviewing its decision.”We will be happy to review the records once they are provided.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 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 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 the technician you used explained to us that the coil was leaking internally from the fin section of the coil itselfThe unit coils were not clean when tech arrived to the home; this shows us that there is a lack of proper routine maintenance on the systemThis will cause issues such as this with the systemPer our policy Section FLimitations of Liability #states that all units must be maintained per the manufactures specificationsThe technician also advised us that he did a previous repair for this unit but never for a maintenance call After speaking with you, you admitted never to have had maintenance done be a licensed technicianAgain per our policy, this is a requirement If you have any type of routine maintenance, please send it to [redacted] for further review 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] 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] J [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 with us on 10/25/15, we see that you placed claims with us on 10/27/for a Kitchen Refrigerator, Dryer and an Oven Stove Cook Top The first claim we had advised you that the policy doesn’t cover hinges or noise, the second claim you called to cancel the technician and the 3rd claim was not covered due to the fact that the unit did not come into the policy in proper working order as required by CHW, stated in Section ACoverage #Are in place and in proper working order on the effective date of this home warranty contractThis contract does not cover any known or unknown pre-existing conditionsIt is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or componentsThis contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,square feet, unless an alternative dwelling type (i.eabove 5,square feet or multi-unit home) is applied, and appropriate fee is paidCoverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homesThis contract describes the basic coverage and options availableCoverage is subject to limitations and conditions specified in this contractPlease read your contract carefullyNOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.We do see that you have cancelled your policy with us and per our policy you were to be charged a pro-rated fee plus an administrative fee of $because you had broken the policy with us CHW did not pro-rate the refund and only charged you $for the cancellation as stated in Section LCancellations.We do regret your frustration however CHW was in full compliance with our terms and conditions of our policyRespectfully,CHW

Dear [redacted] We do appreciate your feedback We will look further into this this situation and advise the Sales Manager to address accordinglyPlease understand that Choice Home Warranty does cover high end appliances such as your refrigerator, oven, range, stove, cooktop, buimicrowave, washer, and dryer In order to determine if a claim would be covered or not, we would need to receive a diagnosis Once we receive a diagnosis, our Authorization’s Team will determine the outcome of the claim, based on our policy Regards,CHW

Dear [redacted] We understand your frustration and although we do not have control over the checks being mailed, we have requested that the check be sent to you as soon as possible Please note that we are providing to you per section FLimitations of Liability #9, this amount is the amount that it would have cost for us to fix the unit and we do base the pricing on a national whole sale price for the basic [redacted] unit that you hadThank 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/useragreementWe do regret your frustration with this claim and we do understand that the unit does need to have a new air handler CHW is offering to provide you with the cost of the new air handler in the amount of $ Per our policy, we do not cover failures that are caused by rust or corrosion please see Section FLimitations of Liability #and #If you would like to accept this offer, kindly contact CHW and we will place the authorization for you to receive a checkPlease contact us at ###-###-#### We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policyRegards, 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 http://www.choicehomewarranty.com/user_agreement.php.In reviewing your claim for your heating system, we do see that the technician that came out first found the blower wheel broken and he replaced the part He came back to your home on 12/2/and stated that the motor had failed He explained to us that the reason that the motor had failed was due to the wheel damage He stated that the damage caused additional strain to the motor causing the winding to be weakened and fail.Per our policy, Section FLimitations of Liability #19, states that CHW does not cover failures that are secondary to the main failureWe did however agree to fix the original issue of the wheel and you can always use our technician to have the repair completed.In reference to your Dishwasher, I do see that CHW did provide you with a goodwill offer and you did accept this offer for the amount of $to go towards the replacement.In reference to your microwave unit, you advised the technician that you were trying to adjust the door switch and the technician tried to assist you but the door was warped Also, our policy does not cover the doors for the unitThe technician stated that when he had left the home your microwave was working but you advised him that you were going to try and adjust the door again Please review Section DCoverage BUIMICROWAVE-the FIRST excluded item shows DOORSThe door is not a mechanical issue and we do not cover them or the lightsBelow shows the exclusions to the microwave:EXCLUDED: Doors – Hinges – Handles – Doors - Door glass – Lights - Interior linings – Trays - Clocks - Shelves - Portable or counter top units – Arcing - Meat probe assemblies - Rotisseries.We do see that on all the claims that you have placed, CHW has assisted in all of them Providing a goodwill gesture for the first claim that was not covered per our policy Section FLimitations of Liability #Your microwave, although we do not cover the door, we did provide the technician with the authorization to go to your home and assist you The last claim for the heating system, we did cover the primary failure.We urge all customers to take the day grace period to review their policy and contact us with any questions that they might have This grace period is also the time that you should have all the units checked in your home and ensure that they are in proper working order for the start date of the policy as stated in Section ACoverage #3.We do regret the frustration with this claim however; CHW is in full compliance with the terms and conditions of our policy.Best 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 www.choicehomewarranty.com/useragreementA review of the claim shows that it was processed according to the policy Based on the most recent diagnosis that we received, it stated that the shradder valve and the evaporator coil were severely rusted/corroded and leaking and there was several pounds of Freon missing.Per our policy, Section Letter F, Number, 1, CHW does not cover rust/corrosion.Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied Please understand that the technician has informed that your unit is in very poor condition We strive to provide the best customer experience, therefore as a goodwill gesture we offered you $towards the repair You declined this offer; the outcome of this claim stands.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 [redacted] Upon review of your claim we do see that you had placed a claim for your Air Conditioning System, we see that there is a leak in the evaporator coil however the unit is still under manufacture warranty Per our policy Section FLimitations of Liability #states that CHW does not cover any failures that are covered under manufactures warranty We see that we did offer to provide you with a onetime free service call fee and you had declined, you requested the last payment that you had made to us in the amount of $and CHW agreed We refunded you the $back to your credit card on 3/21/when you canceled your policy.We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policyRegards,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

Complaint: [redacted] I am rejecting this response because: I acquired this home in June through inheritanceUpon reviewing household bills required to upkeep home, I purchased this home warranty policyAs with any new or used home purchase, it is smart to acquire protection of items not covered by Home Owners policyThe first claim opened was for thermostat of my AIR CONDITIONER in August of The technician checked outside and inside pieces of the unit and stated the unit was fineThe technician reported his diagnosis and determined the thermostat was old and needed to be replacedChoice has the documentation for the service callAs for this particular clam, I have a receipt that describes a malfunctioning compressor unit and the technician stated it was NOT from maintenance neglect [redacted] is an accredited Revdex.com company and stand by their workI asked the technician what the maintenance issues were that caused a rejection of my claim and there were nonThe unit almost years old so if there was no maintenance done on the unit, it would not have lasted this longHow can I produce maintenence records when I just acquired the homeTheyes have records of my service in August and that is all I haveI shouldn't have to pay for the air compressor going outA Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: I was not offered or could I find a list of exclusions to the items advertised as coveredI still would like my money back as I feel that there web site has advertising Regards, [redacted] ***