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] 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] 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 [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

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] ***

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 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 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] 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

[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

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 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

[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] ***

[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] 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

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 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 our web site at [redacted] Upon review of your claim, we do see that you had accepted the offer of $to go towards a new unitCHW does reserve the right to offer cash in lieu of repair for a unit Please see Section FLimitations of Liability #16.The amount that you had accepted was actually the national whole sale cost that we would have paid for the unit to be replaced.We do see that you have chosen to cancel your policy with us, therefore we are unable to provide you with any further funds We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policyRegards,CHW

[redacted] We do understand your frustration however CHW cannot provide any type of approval for a claim that was completed without our authorization The reimbursement form that you were provided with does show that you would have to have your technician contact us prior to the repair or replacement of the item and receive an authorization number.Our policy does not cover the failures of the tanks therefore we would not provide the funds towards one however, we did provide you with the remainder of the service call fee that you paid for the claim.If you would like to accept our offer for a goodwill gesture, we are willing to offer you $towards this claim.Kindly contact us and if accepted, we will send you a form for you to sign Please contact ###-###-####.Thank you,CHW