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 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 outdoor unit fan was running and there was a burnt wire in the service panel After further inspection, it was found that the compressor was rewired and wire nutted in several locations This caused the compressor to short out and fail Per our policy, Section Letter F, Number 11, CHW is not responsible for repairs related to “ improper previous repair ”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not in agreeance We advised you that you are welcome to get a second opinion at your expense You agreed to this Please submit your technician’s diagnosis to [email protected] for review If the diagnosis show a different diagnosis, we would adjust the outcome accordingly, based on the policy.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 compressor and run cap failed and needed to be replaced Please note that your policy coverage start date was 8/28/and you stated the last time your unit was working was 9/3/ Please be advised that this failure could not have occurred during the short lifespan of your policyPer our policy, Section Letter F, Number 1, CHW is not responsible for any “ known or unknown pre-existing conditions.”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied 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] A review of the claim shows that the claim was handled properlyYou reached out to CHW to inform them that there was a crack that had been placed in your cooktopCHW advised that you will need to contact the technician directly regarding the crack Section Letter F, Number of the policy states, “You agree that we are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performanceYou also agree that we are not liable for consequential, incidental, indirect, secondary, or punitive damages”The claim for the cooktop was not covered based on lack of proper routine maintenance We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear Briea [redacted] , CHW cannot cover a claim that is not covered per our policy If you would like to provide us with routine maintenance records as it is required to have done per our policy, we would be happy to review this claim again for youHowever, if you chose not to do so, we are willing to provide you with a refund of the policy, minus the claims that CHW paid out for the policyWe will be willing to provide you with a refund of $If you would like to accept this offer, please contact us and we will provide you with a release that states that you have agreed to this refund and once received back to us, we will provide you the refund back onto the credit card you have on fileWe look forward to a resolution for youThank you, 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.] 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 They have chosen to delay the refund and I would like to reserve the right to any actions necessary to make sure they do what they have offered with the full refund of 200$ Regards, [redacted]

Dear *** [redacted] You have already cancelled your policy with CHW and we have already provided you with a refund per the terms of the policy.The claim that you are contacting us about was not covered due to the policy guidelines and we are not able to provide any other goodwill gestures for this claim.Thank you,CHW

Complaint: [redacted] I am rejecting this response because:This is a canned response everyone getsI've called air cond places and they say the level of maintenance as described in their response is way and above maintenance practicesIf I were to employ someone to do as described it would be well over dollars to performI've been told there is NO way to clean a coil without removing itThat a cost no one would bearIf that it a requirement for the policy to be in force then it is a Catch that no one will ever be able to collect onI can present my maintenance records for the work I performed but only feel it will not be acceptedToo many negatives about this companyWord of mouth the best advertisingI will not be renewing unless this resolved beyond the typical response given here Regards, [redacted]

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 dishwasher claim, we did offer you per our policy section LLimitations of Liability #that states “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.”CHW did offer you $towards the cost of the unit to be replaced, we can however provide you with the repair if you chose to have it repaired and providing all the parts are available but since this is against the technician’s recommendations, we would no longer provide coverage for that unit If you would like for us to do this for you; please contact us I placed notations in the claim if you should chose this option and we will contact the tech to see if it is possible.We regret your frustration with this claim however CHW is in full compliance with our terms and conditions of our policyBest regards,CHW

Your account is canceled and there were no funds as the charges were disputedPlease check with your bank for the fundsRegards, CHWe

Dear [redacted] ***, Please refer to Section Letter A, Number 2, of our policy where it states CHW will cover failures that “Become inoperative due to wear and tear ” Per the diagnosis, your system is still operating You may get a second opinion at your expense, however until proven otherwise, the outcome of this claim stands CHW is willing to offer you a refund of $if you choose to cancel your policy Please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST to speak with a Customer Solution Specialist 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] A review of your claims shows that your claim was processed in accordance to the policyPlease note that CHW is not an insurance companyThe diagnosis on the second unit was that there were multiple failures including the compressor shorting to the groundThis is caused from excessive overheating of the compressor and is a result of lack of maintenanceThe effective date of the policy is 10/13/and the claim date was 10/15/This is something that wouldn’t have occurred in such a short span of the policy and has been deemed as a prior existing conditionSection Letter F, Number of the policy indicates that CHW is not responsible for repairs related to known or unknown preexisting conditions 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 it appears that it was processed in accordance to the policy section Letter F, Number which 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 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 replacement” Based on the diagnosis received from the technician the compressor is shorted to the ground and trips the breakerThis happens when the compressor overheats and overloads, causing the winding to burn insideIt was determined by CHW that this is a result of a lack of proper routine maintenanceCHW doesn’t require that customers provide maintenance records, however, customers are invited to share these records to have claims reviewedThe documentation that was received by you was deemed as insufficient maintenance recordsOmitted from the records are the model and serial numbers to identify the unit as well as other maintenance records to include items includes drawings, levels, pressure readings, etc 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 of the sales practice of the company representatives, I clearly stated what type of home I had and the appliances for which would be covered under the policyThe salesman said each appliance is covered up to dollars and never mentions the depreciation in there conversationI also asked about a hot water heater if it would be covered under the provisions of the contract and again I was recently made to understand there are so many exclusions it's impossible to ever recover a penny if the tank leaks although the sales man told me if the tank goes they would replace the unitI was extremely careful to discuss all my concerns regarding my septic tank and I mentioned it costs me approximately dollars to clean it out every two years, the salesman told me it was covered under the contract, another exaggeration of the truth of the spirit of the contract received after you sign with the companyI can go on and on because I was very clear with all my concerns before signing up by making a payment through my credit card.My son has another company who competes with Choice and to date he has had three issues and none of his very expensive repairs were turned downThis company writes there policies so the average homeowner get turned down more often than as professed by the original sales pitchAs financial institutions are regulated foe bad sales practices so should these company's who prey on common people who agreed to enter into these contracts with good intentions only to find out this company is ripping off the typical uneducated in both legal documents and trade issue problems.So I continue to reject the response until I receive my full premium back, I intend to purchase a similar contract in which I mentioned earlier regarding my sons success with a similar competitor to Choice Regards, [redacted]

[redacted] R [redacted] ,Please see our policy section A Coverage where it states you MUST come into this policy with your units in GOOD WORKING order This is to be considered a known or unknown pre-existing condition that CHW does not coverPlease see Section FLIMITATIONS OF LIABILITYThe following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.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.Your policy started on 05/15/this is AFTER the days that you had to review the policy and to ensure that all units were in good working condition, on 05/16/you then placed a claim for your AC stating that it was not cooling and making a clicking noise The technician stated that the unit was completely rusted, the evaporator coil was leaking and lastly Condenser has all kinds of issuesThis being told to us after the policy had started one day before, it was apparent that these failures could not have happened within the DAY that you had your policy.We understand that you wanted to cancel your policy but that is breaking the contract with CHW there for Section Lapplies to the refund that you receive because it was after the days that you had purchased the policy.:LCANCELLATIONThis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturerThis is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty You may cancel within the first days of the order date for a refund of the paid contract fees, less a $administrative fee and any service costs incurred by UsThis contract shall be non-cancelable by Us except for:Nonpayment of contract fees;Nonpayment of Service Fee, as stated in Section III;Fraud or misrepresentation of facts material by You to the issuance of this contract;Mutual agreement of Us and YouIf 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 All cancellation requests must be submitted in writingPlease feel free to contact us if you should have any further questions about our policy and we will be happy to advise you We do apologize that you are upset with the outcome of the claim but CHW is in compliance with our policy You can always view the policy online at www.choicehomewarranty.com/useragreement.Thank you,CHW

Complaint: [redacted] I am rejecting this response because; I have been with your company for several years each time I was given different excusesyou wanted me to continue making monthly payment and come out of pocket for someone else to fix my refrigerator what's the object of having home warranty if you have to pay premium and find someone to repair and pay them IF you fail to provide servicer in a timely manner you should be accoutable I'm requesting my premium months payment Regards, [redacted]

Dear *** ***,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 unit had a line restrictionPer our policy, Section Letter A., Number CHW only cover failures that “ Become inoperative due to wear and tear ”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 applied a onetime free 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] ***We regret to hear your frustration Please understand that we have received a diagnosis and stand firm on it as the diagnosis stated that the evaporator coil was severely rusted.If you would like to further dispute this claim, you can get a second opinion at your expense If you choose to get a second opinion, please submit the detailed invoice with the diagnosis to [email protected] for review You can also contact the technician directly at [redacted] , ###-###-#### if you would like a copy of the diagnosis.Regards,CHW

Complaint: [redacted] I am rejecting this response because: I paid a total $for policies which is what your representative referred to them and stated they could be cancelled at anytime I easnt satisifedconsidering my first claim was rejected although a qualifying claim I cancelled my policies on the phone and received an email of that cancellation in Oct from your companyi will not accept a refund for half the amount I paid you for policies I reveived absolutely no contract as they are claiming nor did I sign any contracti do not find a justifiable reason for you to charge me 1/of the $for a little over days servicethat is unacceptable I want my total amount of $to resolve this issuei have an appointment with attorney on the 10th of this month to discuss your company trying to keep money for a 12/month policy one month free according to your representative where only days were in affect out of the policy as it was properly cancelled by myself only after days of service and the cancellation came only after your company refused to pay a legitimate covered claimagain full refund of $that I paid for both home policies [redacted] Tx and [redacted] La is the only acceptable solutiom Regards, [redacted]

Dear [redacted] CHW has provided you with the amount of $180.00 that you accepted on 8/11/15 and that we did mail out to you for the unit. Once we provided you the amount and you had accepted, you contacted us back and requested more funds. We do understand your frustration however, your policy has been cancelled and we cannot provide funds for a policy that is no longer in effect. On 10/5/15, you requested for CHW to provide you with more money and if we were not able to do so then you advised you wanted to cancel. We explained to you that per our policy Section F. Limitations of Liability #16 states 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.CHW is following our policy, we do regret your frustration however we are in full compliance with the terms and conditions of the policy. Best regards,CHW

Complaint: [redacted] I am rejecting this response because: The unit was years old and so as far as the outside unit is concerned, there will always be some rust areas visible There is no way around that with any outdoor metal appliance The freon leak was located by my ac technician and it was on the inside unit The leak location did not have any rust and was not a part of the problem with the unit in any way I have a statement signed by [redacted] who has since replaced my bad unit Regards, [redacted]