BASS Services

Ms [redacted] ,We do see that you did try to dispute your credit card purchase of this policy but again the policy amount of $was refunded to you Thank you,CHW

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

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

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

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] ***

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

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 our web site at [redacted] .Upon review of your heating claim, it was stated that the heat exchanger has a flame roll out and this showed that there was a crack The technician advised us that the units exchanger was rusted threw and due to this it failed Per our policy, Section F Limitations of Liability #states that CHW does not cover failures due to rust.In regards to cancelling your policy, since you had one other claim with us and it was an approved claim that CHW did cover; please see Section LCancellations If you cancel the policy you would have to pay for the amount that CHW paid for the covered claim, minus the administrative fee Our policy is not only on our website for anyone to view but our customers have days before the policy begins to review the terms and conditions to ensure that they are in agreeance and if not, they are able to cancel for a full refund.We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW

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] , 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

[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: It was installed by there company, the person they sent to do the repairs messed up my system Regards, [redacted]

Dear Mr***,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 shows us that the unit was recharged only but weeks ago and it is now low ½ poundsThe pictures that we received showed that the unit had a buildup of debris that restricted the air flow and retaining moisture around the condensing coil which did result in a leak as well as hanging and debris filled the control box within the furnace.Per our policy, Section FLimitations of Liability #12, CHW does not cover failures that are a result of a lack of proper routine maintenance You are more than welcome to provide us with records showing that the unit had routine maintenance and our authorization department will be happy to re-open the claim for reviewPlease send the records to [redacted] 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 it was processed according to the policy Based on the diagnosis that we received, it stated that there was waste and over flow broke in the downstairs bathroomPer our policy, Section Letter D, Number CHW does not cover “ waste ” 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 $in reimbursement You agreed to settle this claim by accepting the offer on 10/30/ Please allow days from the acceptance date to process before the check is mailed outWe 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 properly in accordance to the policyThe diagnosis that was received was that there was a sealed system restrictionThis is due to lack of proper routine maintenance and refrigerant contamination Section Letter F, Number of the policy 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” Additionally, at this time, there is no longer an active policy with CHW so there is nothing more that can be done at this time 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 there was internal failure in the compressor which caused unit to fail This failure occurs when the compressor overheats due to a lack of proper routine maintenance Per our policy, Section Letter F, Number 8, CHW is not responsible for repairs due to “failure to clean or maintain as specified by the equipment manufacturer.”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you disagreedIf you would like to further dispute this claim, you may submit your proper routine maintenance records to [email protected] for review After reviewing the records, if necessary, we will adjust the outcome accordingly, based on our 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 our web site at [redacted] Upon review of your claim, we do see that you placed a claim for your microwave and CHW dispatched [redacted] to your home the next day (hours) to diagnose the unit We do see that you advised the technician to cancel your appointment due to scheduling conflictsHowever the technician did go to the home but was advised that you had purchased a new unit by then.We do see that you had requested to cancel the policy and CHW provided you with full refund of the cost that you paid for the policy($for months $143.32) as a goodwill gestureWe do regret your frustration with this claim; however CHW is in full compliance with the terms and conditions of our policyThank you,CHW

I am rejecting this response because: My unit has been properly maintance on today , I faxed your claims department a receive of my maintenance

Hello, CHW did receive the documents that were sent in to review for the claimHowever, what was received was not a record of routine preventative maintenanceThe documentation that was sent to CHW demonstrated that a system checkup was doneIt documented that there was no cleaning performed, no pressure tests, no amp draws or any unit informationThese are all specifications included in the manufacturer’s warranty and would be included in routine maintenanceThe CHW policy states in Section Letter F, Number that 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 replacementThe documents doesn’t demonstrate thisWhile CHW respects as noted in your complaint, you didn’t know what was being done during your routine maintenance, the manufacturer’s specifications are included with the unit in the manualAs a result your claim was not covered due to lack of maintenanceCHW will always honor the policy as long as the claims are coveredIn an effort to provide outstanding customer service, CHW will offer you one free service call feePlease call our customer service team at [redacted] and it will be added to your account Regards, CHW

A check in the amount of $has been processed and is scheduled to be mailedRegards, CHW