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] A review of the claim shows that CHW did process the claim accurately. Section Letter C, Number 2 of the policy states, “Upon request for service, we will contact an authorized Service Provider within two (2) days during normal business hours and four (4) days on weekends and holidays. The authorized Service Provider will contact you to schedule a mutually convenient appointment during normal business hours”. The claim was placed on 11/19/16. On 11/21/16, CHW made you aware of an alternative option that is offered that will allow you to secure your own technician and be reimbursed according to the guidelines provided that include: CHW reimbursing the technician at the CHW rate, the technician being paid upfront for the work completed, prior authorization sought from CHW before work completion, 2 days to process the reimbursement form and it takes 30 days to process the check. However, at this time, it appears that a technician has already provided a diagnosis to CHW. The failure is being caused by a leak from the tank. Section Letter D, Number 6 of the policy indicates that CHW is not responsible for repairs related to the storage or holding tank, as a result, the claim is not covered. CHW attempted to reach out to you via telephone at 2:41pm on 11/21/16 to provide the diagnosis but didn’t receive an answer. An email was also sent. Please call CHW customer service team at ###-###-#### if you have any questions. We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy. Regards, CHW

I see that there was a miscommunication between you and one of our other customer service repsI have authorized the $for you and you will receive it within business days I will do my best to have it sent to you faster but I cannot promise as this is a computer generated system.Regards,CHW

Dear [redacted] [redacted] ,We regret to hear your frustration Based on the diagnosis that we received, it stated that the compressor, the control board, inverter board failed and needed to be replaced Due to the multiple failures, CHW offered you funds to go towards a new unit Our policy states in Section Letter F, Number 16, “We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost ”Our SrClaims Specialist advised you about the outcome of the claim, policy, and offered you $towards a new unit You declined this offerWe strive to provide the best customer experience, therefore, as a goodwill gesture we will offer you the maximum amount of $towards a new unit In addition to that, we have added a onetime free service call to your policy.To accept these funds, please contact us directly at ###-###-#### Monday-Friday 8am-8pm 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

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.However, I have not received a check yet, and would like to keep this open until I do Regards, [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 I do apologize for any rude behavior that you had to endure by the service provider or our customer service I do see that CHW has offered a goodwill gesture for your policy to pay half of the non-covered claim Please advise if you would like to cancel the policy because we would not be able to cover the goodwill gesture if the policy was cancelled.If you chose to stay, I have added a onetime free service call fee to your policy for the rude behavior of the technician I am not able to refund you the money that you paid to them because it was not to CHW.I have notated your policy, if you would like to cancel, please call our cancellations department and they will have your information available for you to cancel We would regret you cancelling but it is your decision.Again, we do apologize and appreciate the feedback, I have placed a complaint against the technician that was rude to you.Regards,CHW

Complaint: [redacted] I am rejecting this response because what [redacted] from CHW has stated is not true and a clearly lying, The technician that I had to bring for the refrigerator did not find any clogged lines and the unit was in a great shape before it stopped working, remember that the company they contracted with was in Ohio and did not respond to my phone call till a week later, while the fridge was not working in the heat of the summer.2nd.The AC Unit, there was no urge of power , the unit was clean and there was nothing inside the unit to impede its functionI have the same picture from the technician, clearly [redacted] is lyingI was offered a refund of my premium only if I promise not to sue or file with any business bureau.I declined because doing so will make this rip off company continue doing what they are doing without having someone stopping them cheating the public.I will filing wit NJ AG, NY AG and with my local court soon unless CHW reimburse me for the repair of the Fridge and the replacement of the AC.For the public, Please read the reviews about CHW before purchasing their policy, It was my mistake that I did not Regards, [redacted] ***

A review of your claim has been completed and the claim was processed in accordance with the policyCHW wouldn’t pay for the repairs related to the claims as they remain non-covered Regards, CHW

I am rejecting this response because: The item listed on the contract is covered, and your refusal to cover it is a breach of contract I was the one that cancelled the policy by contactin Citibank and canceling payment You did not refund anything and this is just another lie told by your corrupt company I am praying the state wins it's lawsuit to close down your ripoff business You are committing fraud and are a blight on honest business owners

[redacted] ***The correct email is [redacted] or feel free to send it to one of our Consumer Advocates [redacted] or [redacted] Thank you,CHW

Dear 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 www.choicehomewarranty.com/useragreement. A 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 shorted to ground. This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor. This failure does not constitute normal wear and tear as there are many safeguards that work to prevent these types of failures. Per our policy, Section Letter A, Number 2, we cover failures that “Become inoperative due to normal wear and tear ”Please note that your coverage effective date was July 1 and the last time you stated your unit was working was July 10, 2017. This failure could not occur in the short lifespan of your policy. Our policy states in Section Letter F, Number 1, CHW is not responsible for any known or unknown pre-existing conditions.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 $settlement for the AC unit came after several hours of escalating the issueCHW tried to do everything they could not to payTheir excuse was that the part failed over timeIt was working fine when I purchased the contractAlmost all mechanical systems fail over timePer the lawsuit they settled this is part of their operations to deny claims they should be coveredFor the water heater the part that failed was the tankThis is integral to the water heaterIt was not a separate storage tankEssentially they have little to no coverage in their policy due to all the exclusions they claimI feel CHW is a deceptive business that works to not live up to their obligationsI do not believe they have entered into this contract with me in good faith.Regards, [redacted]

Dear [redacted] CHW has a contract with our technicians and once they invoice for their work, they are paid accordingly Our system shows that they authorized and they are paid according to their agreement with CHW.Thank you,CHW

Dear [redacted] ,We do apologize for the inconvenience this may have caused you We have contacted our IT department to remove your information from our do not call or email list Please allow one week your information to processIf you continue to receive solicitations, please forward the email to us at [email protected], so we could revisit the issueRegards,CHW

Complaint: [redacted] I am rejecting this response because: The information provided by Choice Home Warranty is inaccurate and misleadingThe Customer Services Representatives at no time relayed that our policy was not in effect until the work had been approved via the telephone to myself and the service repair manThere was a day span in which that information could have been communicated yet it was notUnfortunately, the denial was given after the approval and after the work had been performedIt is because of these reason stated that I reject the offerThis is an extremely good lesson learned and it is worth more than what the vendor is offeringI am not concerned about the measley monetary compensation, it is actually an insult to my intellectI will be sure to never recommend Choice Home Warranty to friends and family Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:I do not argue that the contract states that you prorate the refundNor do I argue that the contract throws in that you will deduct from any refund all warranty payments made to dateMy grievance is that despite your representation in your contracts, you still continue to use creative and deceptive means to sell your productFor example your sales represetatives tote your product as a warranty even though you go out of your way to claim otherwiseIsn't the name of your company "Choice Home Warranty" ??? When I originally contacted your company, you sold me on the idea of purchasing an extra years by throwing in a carrot - extra months, promising that at any time you can cancel the other years without any lossThis is obviously not the caseThis is not the first time that you had practiced such deceptive advertisingBack in 2013-the state of New Jersey filed a lawsuit which resulted in fines paid by your company for such behaviorPerhaps it is time to contact again the Attorney General of New Jersey.In short, I want a prorated refund that does not deduct outlays by your company Regards, [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 [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***the persons name is [redacted] of whom I am owner financed andam purchasing the home fromIt is my money that purchased this policy

Complaint: [redacted] I am rejecting this response because: some of the information in the email from CHW was taken out of context, one of the question that was asked in the claim report was when was the last time the item was working properly well the last time I remembber using the a/c was around 12/30/and it appeared to be working fine at that timeafter that point we no longer use the a/c 's in phoenix az, not hot enough for ac; and not cold enough for a heater, this is why I used 12/30/as for the start date of my contract with CHW is concerned 4/4/is the date the contract cou ld start being used,.however you are not allow use the contract for the first days, so you see I purchsed the contract on 3/3/it is just so happen that on 4/4/it was now hot enough to us the ac in phoenix az the temp was around dgrees outsideso you see I know that I am within the rights of my contract with CHWit seems as though you are still using some of your old tactics; that your company was ask by the courts to stop using this approach with your customers in order to deny there claims when you did not want to honor a claimi would like for CHW to honor my contract with them 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 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 pipe was leaking due to corrosion 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 as a goodwill gesture, we offered you $towards the repair You declined this offer and requested to cancel Per your request, CHW cancelled your policy on 9/18/ Please note that no further action will be taken on this claim, as you have cancelled your 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 [redacted] There are multiple policies and the policy that has this addressed referenced doesn’t have a claimPlease verify the customer information to include the address as well as perhaps the claim number or account number 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 the failure that you had was that the evaporator coil had a restriction that caused the unit to seize Per our authorization team, this is a lack of proper routine maintenance Per our policy, Section FLimitations of Liability #states that we do not cover failures that are caused by a lack of routine maintenanceIf you feel as though this outcome is incorrect, please submit routine maintenance records to us and we will review them Please submit them to [redacted] We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy Regards, CHW