BASS Services

Dear [redacted] We regret to hear your frustrationPlease note that you are entitled to get a second opinion, if you choose further dispute this claim If you choose to get a second opinion, please submit your detailed invoice that shows that diagnosis to [email protected] for review If the diagnosis proves to be different, we would adjust the outcome of the claim accordingly Regards,CHW

Complaint: [redacted] I am rejecting this response because: Do you think I can live without garbage disposal for this long? I already mentioned in begining it cost me 257.xx $ due to claim rejected by choice. Regards, [redacted] ***

Dear [redacted] We regret to hear your frustrationPlease understand that there four reasons why a compressor will short to ground:• Lack of Maintenance• Acid Burn Out• Power Surge• Lightening All of which do not occur from wear and tearYou mentioned that you unit is serviced every years, however, it is recommended that a unit be serviced and maintained 1-2x a year If your unit was not properly and routinely maintained, this would’ve contributed to the compress overheating and failing 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 Mission statement that Choice Home Warranty sent is the same lies that they sent to hundreds of customers that complained to the Revdex.com in Edison New Jersey.I have not reached a mutual agreement with Choice Home Warranty I wanted a refund of my $contract since are a dishonest company who does not provide piece of mind or any home repairs After I waited a week with no contact from my local repair service or Choice Warranty I called them They informed me that they would not repair my air conditioner for several reasons all were lies I called them back the next day and Hosie in claims said he by contract they did not have to repair my unit However, in good faith he would provide M&M a compressor but I would have to pay M&M the labor to install it, the cost of a new fan and labor to install it This would cost me about $out of my pocket I also had to sign a RELEASE AGREEMENT before he would provide the compressor Over the next week I called Hosie and left messages but never received a call back I have not received any information from Choice Home Warranty until I filed this complaint with Revdex.com This message was the first time they have said anything I did not agree to the $cost or to sign the RELEASE AGREEMENT Matter of fact Hosie said if I did not sign the RELEASE AGREEMENT he could not provide the compressor.What I want is a refund of $for the contract we had and service they never providedChoice Home Warranty is a very dishonest company As a disables vet who belongs to of the biggest Military Associations in the US and attends yearly reunions at almost all of them I will make an effort to notify all my vet brothers of this dishonest company at our reunions I am working with my Associations to add a place in our Quarterly New Letters so we can complain and inform other vets about dishonest companies like Choice Home Warranty My next reunion is Special Operations Association in Las Vegas in October this year I am currently a member of the following: Special Operations, Night Stalker, Vietnam Helicopter Crew Members, Vietnam Helicopter Pilots, 101st Airborne Division, 1st Cavalry Division, 187th Airborne, Arizona Airborne and Desert Special Forces Associations We also travel with a fifth wheel across the US and I plan on having some new signs about Choice Home Warranty placed on my unit Regards, [redacted]

Complaint: [redacted] I have a copy of the invoice submitted to Choice, he was our hire since we had not heard from them from Saturday until Monday morning He called to see if he could do the job since it was degrees here at that time and it was the weekend of the Solar Eclipse and most offices were closed on Monday The invoice says nothing about wires on copper pipe I will email you a copy as soon as I can get a copy made I could not go into the office today due to Hurricane Irma being in SC Their recommended service company did not respond to a message we left asking for an appointment [redacted]

[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 12281041, and find that this resolution is satisfactory to me Regards, [redacted]

Complaint: I am rejecting this response because there are no exclusions in the policy for this type of heating system The company never asks what type of heating system is installed they just accept your premiums and then tell that they do not cover that that type of systen...scamFurther , I have provided the previous years maintenance and repair records (6) on this system including the recommended cleaning that was performedThis system has not been neglectedNeither system exclusion or lack of maintenance are valid reasons for denying this claim.This company already has a $779'consumer restitution judgement against them in the Superior Court of Middle County for denying payment for simile claims Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: I had the system inspected twice prior to renting the property on July These are unsatisfactory results made by CHWI had to cancel my home warranty for ALL properties due to CHW poor assessment to issuesTwo out of three of my properties had HVAC issue as of May I received NO satisfactory assistance for Choice Home Warranty, even though they received a monthly every month without interruptionI am very disappointed and WILL NOT recommend them to anyone! Please post my complaints on their website and yours Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: Foremost this was not the response I got from the customer service representatives with whom I may have spoken at least different times and different peopleThey all kept saying that the compressor was not covered by home warranty because it was not maintained properly and that it was damaged due to overheatingThe customer service personnel especially the first couple of reps that I spoke to after registering the complaint were extremely arrogantOne of them did mention that the part may be under warranty but did not tell me that was the reason for rejecting the claimYour response is not inline with the customer service's response.After I got tired and humiliated by calling the customer care and days of living in a house that was like a furnace I googled and found the Manufacturer contact numberThey accepted it to be under Manufacturer Warranty and did not charge me for the spareNow, I paid choice home warranty a service claim of 45$ to inspect the air conditioner, although I had the part under manufacturer warranty I still had to pay the Manufacturers technician a labor charges of 954$ in totalI cannot accept business response without getting a refund for the amount that I paid for labor charges to replace the compressor Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because it was not pre-existing the technician came out the first time and said it was a wiring he fixed it and work for a day came back out again and then he said it was a pre- existing which is not true if you wasn't preexisting the first time he came out how is it going to be preexisting the second time around few days later? Regards, ***

Dear [redacted] We do regret your frustration with this claim however we do see that this issue has been resolved We show that you have accepted a goodwill gesture in the amount of $in a check from CHW This check was issued to you on 12/20/and will be sent out in days from that date.We thank you for coming to a mutual solution with us and look forward to assisting you on future claims We have also documented the feedback in reference to the technician.Thank you again,CHW

Complaint: [redacted] I am rejecting this response because: the item under dispute was listed as covered under the contract both on your website and confirmed by your customer service departmentThe issue was with the alteration of what the tech told you was broken vs what you put in the write upAfter multiple calls though this issue has been resolvedAfter multiple calls from the tech saying his report was altered someone on your end changed the report to what was actually the issue, which was covered in the contractBased on your response to the Revdex.com however it is clear you didn't even bother to look at the case or you would have already known thatMy disappointment was with the fact that it was clear both from the contract and customer service the item was covered, but someone at Chw was altering the report from the techI understand you are a business, and I was never trying to get an item not covered paid for Regards, [redacted] ***

We do show that the check was mailed to you and we cannot issue another one unless you are willing to pay for the stop payment on the one that we have already mailed As for the cancellations, please see Section Lin our policy and you will be advised of the reasons of the refund You can always contact our cancellations department for them to further explain, as per CHW the policy was given a credit to the credit card on file on 9/6/for the pro-rated amount and we are in full compliance with our terms of the policy.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.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 offered to cover the leak test in the amount of $ You accepted this offerBased on the leak test results and pictures we received, it stated that there was rust/corrosion found on the evaporator coil 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 ”We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

I am rejecting this response because: It has been a few weeks now and I still have not received my refund Regards,

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 accept the apologies of CHW for the issues you have endured with this claimAs indicated in the policy, section Letter F, Number “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 performance”However, in an effort to assist and expedite the claim, CHW did make calls directly to the service provider to obtain the needed information and updatesThe information provided to CHW was that there was a leak detection test conducted and based on the results of the test the condenser coil was leakingThis was due to rustIn the terms of the policy section Letter F, Numbers and 8, CHW is not responsible for repairs related to rust and corrosion which is why the claim is not covered 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 claims it appears that all of the claims were processed in accordance with the policy section Letter A, Number in which CHW doesn’t cover repairs related to known or unknown preexisting conditionsOur goal is to keep our customers and provide outstanding service, however, if you would like to cancel your policy you can call our 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 Liza [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 apologizes for any miscommunicationHowever, in an effort to be sure that all customers have a detailed understanding of the policy that is offered, the policy is not effective for days after the sale dateThis is to allow customers an opportunity to read and understand the policy which includes any exclusionsThis also provides time to gather questions and have them answered promptlyA link to the policy is included aboveThis information was also emailed and mailed when the policy was sold as well as on January 12, per your request Section Letter A, Number of the policy states systems and components “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 conditions”This was the issue with the stove on the claim placed 12/6/This was also the case with the claim for the washer that wouldn’t advance through cycles A claim was placed on 12/23/for the air conditioning system in which it was determined that there was nothing wrong with the unit and there were no mechanical failuresSection Letter A, Number states that CHW will cover the claim in accordance with the terms and conditions of this contract so long as such systems and components “Become inoperative due to wear and tear”Section Letter F, Number states “We are not liable for or routine maintenance .” CHW values all customers and their loyalty and wouldn’t want to lose any customersHowever, if you choose to cancel the policy it will be in accordance to the outlined policy in which Section Letter L, Number 4, “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”If you would like to cancel your policy, please call the customer service team directly at ###-###-#### 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 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 to have the technician perform this leak test However, the technician reported that access was needed in for him to move forward with the leak test Section F, Number 2, states that CHW does not cover for access.The results of the leak test stated that there was rust/corrosion found on the evaporator coil 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 satisfied We strive to provide the best customer experience therefore we offered you funds in the amount of $250, however you declined this offer and requested to cancel You spoke with our Customer Solutions Specialist who offered your funds to assist you on the non-covered claim, however you declinedIf you would like to move forward and cancel your policy, please contact us directly at ###-###-#### Monday-Friday 9am to 6pm ESTWe do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

If there was an issue with the technician that is something that can be handled with the technicianThe diagnosis received by CHW was that the failure was with the Thermal Expansion ValveCHW received a report from you from your technician that didn’t report a restriction however, the unit was missing all of the Freon due to a leak from the Thermal Expansion Valve which indicated that it needed to be replaced and that the system needed to be rechargedHowever, as stated to you, this is something that is not coveredAt this time, the policy is no longer active with CHWRegards,CHW