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] Please give us a call as we would like an opportunity to provide you with the requested refund as well as cover your claimPlease call our customer service team directly at [redacted] 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: 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]

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 the claim is being processed accordinglyYour claim was placed on July 5, at 10:02pm and a technician was dispatched within hoursWe request that the technician make an attempt to schedule an appointment within business daysIt appears that CHW called the technician and the soonest available date is July 11thIf you would like to have our team reach out to attempt to schedule an appointment with another technician we will be happy to accommodate this requestWe apologize for the long hold times, we have been experiencing very high call volumes and are making every effort to continue to work diligently and accommodate all of our valued customers We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW , 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] Our records indicate we are working with you on a mutual agreement related to your claimWe have sent you an email and are awaiting your reply We do regret your frustration; however CHW is in full 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.] RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and I have found that this is dead end for me. I have accepted this because the company and I are just going in circles and are not accomplishing anything. I consider this issues resolved only because I do not want to waste my breath on this company any more. I hope they will not be a recipient of your BBB award that many people hold as a standard of excellence. Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: The check list did have amp readings and voltages The reason it didn't have address at the top was because it was the technicians personal worksheet he turned into the office I also have a checklist with address on it They informed me the last time that I talked to a manager, "That this was never going to be covered no matter what I sent in." Therefore I never sent them another thing wasting more of my time, after I waited on hold for over minutes to talk to someone every time I called them Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:The fine print covers this company's as, which most homeowners do not know about The policy was purchased days prior to its activation It is my fault for not reading the contract, I guess I was spoiled by American home shield that I assumed all the company's would be the same Regards, [redacted] ***

[redacted] CHW offered you a goodwill gesture to assist you with the claim itself since the unit was not coveredThe first claim that you placed with CHW was for this unit and it was placed a few days after the policy began You then placed this claim and it is the same issue however it now has failed completely since the maintenance was not completed as it should have been The technician stated to us that the heat exchanger failed, it was very badly full of debris, and this happens when the unit is not cleaned properly and when the unit has a block from the combustion.Rather than accepting our goodwill gesture, you chose to cancel the policy with us As a good faith gesture, CHW is willing to provide you with the last month’s payment that you paid for the policy in the amount of $ If you would like to accept the $refund, please contact our customer service ###-###-####.Thank you,CHW

Complaint: [redacted] I am rejecting this response because: I would like to see the invoice pleaseAs I am 100% sure that the technician never came on March 14thIf it would have been completed then why would I keep calling extreme appliancesAnd please explain why in the world I was keep getting a response from extreme appliance for weeks that they have ordered a partThey never told me to clean the burnerwhy they did not tell me at the first place to clean the burnerfor straight weeks they kept me with their statements that they have ordered a partPlease send some one to have a look if it has been done or not Regards, [redacted] ***

Dear *** [redacted] ,We regret to hear your frustration and dissatisfaction with Choice Home WarrantyChoice Home Warranty does not condone rude or condescending behavior, as we strive to offer great customer service We take your feedback very seriously, therefore, we have taken your feedback to the Director of Quality Assurance who will handle accordinglyPlease note that we have addressed our cancellation process on complaint ID [redacted] , under the name [redacted] [redacted] As previously stated, if you would like to proceed with cancelling your policy please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST.Please see our policy Section Letter L of Cancellations below:This 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 writing.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

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.Upon review of your policy that began on 7/1/15, I do see that CHW was able to assist you with the first claim that you submitted for your plumbing in the amount of $163.00. I do see that your claim for the ice maker was not a covered claim due to the fact that the motor had internally wore out along with the windings. This takes time to fail and would not have failed within the time frame that you had your policy. Per our policy Section A. Coverage #3. States that all things should be in proper working order the day the policy begins. This unit was not in proper working order or it would not have failed within the 12 days of the policy.Please see our policy below:Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or multi-unit home) is applied, and appropriate fee is paid. Coverage 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 homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.We do see that the policy has been cancelled and since you are no longer with our company, we are unable to assist with this claim.We do apologize for any frustration that this has caused you, per our policy this is a non-covered claim. We always urge our customers to read through the policy that was sent to you via email, mail or if you log on to your account you can view it as well as stated above online. 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/user-agreement/A 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 multiple control issues, water damage, and dirty evaporator coil The pictures we received confirmed that the unit failed due to a lack of 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 in agreeance If you would like to further dispute this claim, you can submit your routine maintenance records to [email protected] for review If the records prove that your system was effectively and routinely maintained, we would adjust the outcome of the claim accordinglyWe do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted] ,In reviewing the policy, we did send you the funds to go towards a new unit due to the fact that we do not cover the actual tanks We were advised that the unit was cycling on and off repeatedly, the inducer motor would cycle on and off There was an airflow restriction in the unit that caused the unit to short cycle With a dirty flame sensor, air intake and or flue this will cause the unit to trap heat and cycle off and of safety This is not a covered claim but we are happy that we were able to provide you with the goodwill gesture of the $550.As per your request, your policy has been cancelled.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 it appears it was processed in accordance with the policy section Letter C, Number in which CHW is not responsible for services performed without prior approvalAdditionally, CHW does not offer emergency servicesThe authorized Service Provider will contact You to schedule a mutually convenient appointment during business hoursWe will determine what repairs constitute an emergency and will make reasonable efforts to expedite emergency serviceIf You should request Us to perform non-emergency service outside of business hours, You will be responsible for payment of additional fees and/or overtime charges We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear [redacted] ***,Per our policy, it does state in Section FLimitations of Liability #that all units need to be maintained per the manufactures specificationsWhatever type of unit you have, you would have to follow the guidelines for that specific make and model to explain that they state that a unit needs to be cleaned by a licensed technician along with the AMP readings, the Freon levels are checked and the system is cleaned with a specific chemical This should happen for most units, once per year or it could be as much as once a season however it is stated, is what you should go by and what we go by.We do have the records that you provided us with and they are not valid records showing maintenance done to this unit There is no AMP reading, no serial number or model number to show what unit is being cleaned or worked on, no Freon pressure readings, nothing that shows the condition of the blower or condenser fan.After reviewing this claim, we do see that CHW has offered you a check in the amount of $as a goodwill which you did accept on 9/7/16.We do regret your frustration and happy that we are able to assist you with this claim.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] t Upon review of your claims, it appears that the claims have been covered in accordance with the policy agreementPlease make a note that we aren’t an emergency company so we don’t want to jeopardize the health of you or your familyIn the event you have an emergency, please be encouraged to reach out directly to your local emergency authoritiesWe want to be able to provide all of our customers with outstanding customer service at all timesA recent review of your most recent claim shows that we have sent you a reimbursement form which will allow us to reimburse you funds in accordance with our guidelinesIn the event you have any questions, please call our customer service team directly at [redacted] 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:even accepting the diagnosis as fact, which at present I am not prepared to do, their arbitrary ruling of what is wear and tear is wrong I have subsequently had my system inspected by two independent HVAC certified technicians and not only did they find a different diagnosis, they unequivocally said it was due to wear and tear I believe they are using this clause in the contract to defraud me There is no list of items they determined are or are not wear and tear, which gives them the opportunity to arbitrarily decide what is wear and tear All I ask is to have an independent ruling What the point of having a contract if they will not honor it Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: When purchasing this warranty I was told I had the total plan not the basic one The total plane suppositly ccovered everything.Just go to their [redacted] page called chw ripoff there are 1000s not 100s of people with the same complaint .Revdex.com you really need to take- a closer look at there scams please help the consumor Thank you 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 [redacted] Records indicate that you have had an opportunity to speak with [redacted] and that your account has been canceledA cancelation email was sent to the email address on file on August 1st 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: 7-Weeks to resolve a mechanical issue isn't acceptable, as the delays were not simply a result of parts availability, but also due to the lack of responsiveness and professionalism of the contractors you employ (specifically the first technician who never responded back, wasting about weeks)I also reject the parts availability was an issue here, as the part became "available" within minutes of me followidirectly with the technician.While you may be conveniently in "compliance" with your own contract, the maintenance of a reliable network of technicians and making a good-faith effort to follow up are necessary components of a sustainable relationship with your customers - and that ownership is on Choice Home WarrantyI find it doubtful many consumers would elect to purchase coverage from Choice if they were aware it is "in compliance" with your policy to take weeks to (not) repair something In fact, the notion is absurdRegards, [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 [redacted] The claim that was placed was processed per the policyThe compressor of your unit failed due to the internal windings shorting to the groundThis failure occurs from the compressor overheating, damaging the internal windings and shorting the compressorAccording to section Letter A, Number 2, CHW is only responsible for repairs related to wear and tearThis is not considered wear and tearHowever, you indicated in a conversation on 8/29/that you would be obtaining a second opinion at your own expense and would be reaching out to CHW for a reviewOnce you have obtained the second opinion please have that technician call CHW to provide the diagnosis for a review of your non-covered claimPlease call the team at ###-###-#### We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW