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] Although CHW hates to lose you as a part of the CHW family, it appears that at your request your policy has been cancelled in accordance with the policy as outlined in section Letter L, Number 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 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 properlyThe claim was placed on 12/26/Section Letter C, Number of the policy states, “Upon request for service, We will contact an authorized Service Provider within two (2) days during business hours and four (4) days on weekends and holidays”Although this was considered the Christmas holiday, CHW did dispatch a technician on 12/26/However, records indicate that the technician didn’t respond to the calls for service immediatelyThe policy states that the technician will call to schedule a mutually agreed upon appointment during business hoursDue to this delay, CHW dispatched another technician to diagnose the problem CHW had to wait for the diagnosis in order to be able to determine the claim outcomeThis information was relayedThe diagnosis that CHW received was that there was a cracked heat exchangerCHW also received pictures which were used to assist in the claim outcomeThe unit was rusted and corroded inside of the exchanger, causing the crackThis causes the chambers within the unit to have improper combustion and excessive heat accumulationThis further causes stress fractures to form on the heat exchangerSection Letter F, Numbers and indicate that CHW is not responsible for repairs related to rust and corrosion Although the claim isn’t a covered claim, records indicate that CHW was attempting to work with you and provide assistance towards the repairYou are due to receive a call back during business hours today, as the request for the return call was received on Friday, 1/20/17, after business hoursPlease call the CHW customer service team directly with any questions at ###-###-#### We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

You stated that the tech ordered a part and never placed it into the unit a relay, that is a lack of maintenanceKnowing that the unit needed something for a repair and not having it completed from is not proper maintenance CHW requires all units to be maintained per the manufacture specificationsAlso, we do not cover any known or unknown pre-existing conditionsYou are telling us that before you had your policy with CHW that a tech was supposed to place a part into the system but he didn't.We do regret your frustration and understand that this is difficult but CHW cannot cover a claim that is strictly against our policyRegards,CHW

Complaint: [redacted] I am rejecting this response because: Myou account is not $past dueI have the credit card statement to show that the amount was charged to my [redacted] on May 9th, The next payment on June 9th was rejected because I stopped the payment due to the lack of choice home warranty doing their jobWhy would I continue to pay on a policy that does not pay on their claims? When the company offered the $I told her that I had wanted at least that, and maybe even my premium back, that is when she refused to speak to me any furtherShe said the cancellation department would contact me and that was weeks agoNo one has contacted meI would like to know how the inside techs could determine that there was a lack of proper maintenance when they did not see my unitAnd the tech that actually came says that it is due to old age of the unitI would like to see some type of report that verifies why the claim was denied and how it was determinedI would also like a detailed account history, as your company to claims it was not up to date, and at the time, I have detailed records that the account was paid in full as of the end of May I want these documents and a full refund of my policy Regards, [redacted] ***

Dear Karthik [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 your claim was processed in accordance with the terms of the policyThe claim was placed advising CHW that the air conditioning had leaking waterIt was advised at that time that this is not coveredHowever, you indicated that you would get your own technician to look at the problemCHW does offer a reimbursement to customers, however there needs to be prior authorization as indicated in the policy section Letter C, Number This states we have the sole and absolute right to select the Service Provider to perform the service; and we will not reimburse for services performed without prior approvalSection Letter D, Number indicates that water leaks are not covered and section Letter D, Number indicates that primary of secondary drain pans are 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 claim it appears that the claim was processed in accordance to the terms of the policy in which CHW is not responsible for repairs related to lack of maintenanceThe diagnosis provided to CHW was the compressor was blown out and there was no cap on the compressorAdditionally, it was indicated that the unit was no longer working based on the lightning storm that stuck the areaPlease make a note that under the terms of the policy, section Letter F, Number CHW is not responsible for lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear [redacted] ***, We can after reviewing the claim, we do see that a leak test was requested to find out if the unit could have been fixed Looking at the unit, the technician stated that they could not see a leak; they could see that the unit was not properly maintained however if the leak could have been fixed, we would have been willing to do soOur policy does not cover the leak test itself as stated in the policy under Section D, Coverage # CHW did not charge you directly for this test, the technician from Long Engineering didIf you feel as though you should be reimbursed that amount that they charged you, we ask that you contact them for your reimbursementFrom the diagnosis that we see and were provided with (3) the unit was low on Freon and in order to see if it could be fixed, they needed to see where it was leaking from and again if it could be fixedIt was advised to us next that the capacitor and the thermostat was bad, CHW did pay for these two parts to be fixed in the amount paid to the technician of $The last diagnosis that was provided to us stated after the test had been done that the leak was at the service line port, it could not be repaired due to the amount of rust that caused that leakWe do regret your frustration, we would like to offer you an extra months coverage which would make the policy end on 9/7/rather than the date of 8/7/(you already were provided with an extra month upon signing up, this would be an additional month) plus a onetime free service call fee to help with your next service that may be neededWe do see that the name [redacted] is not the policy holder for this policy If you would like to accept this offer, we ask that the policy holder does contact us to acceptWe do urge all customers to review the policy’s terms and conditions, we do expect that all units are maintained properly as per the manufactures specifications and we do not cover failures that are caused by rust or corrosion We do hope that you accept our offer and if you do, please contact our customer service department and they will add the extra month as well as the onetime free service call fee for youThank 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] A review of the claim shows that it was processed per the policy section Letter F, Number where it indicates that storms, power surges and acts of God aren’t coveredAs a result, the refrigerator wasn’t covered for this claimA request was received to cancel which it appears was changedCHW doesn’t want to lose any valuable customers, however, if you choose to cancel, the policy will be cancelled in accordance to the policy, section Letter L which states, “If canceled after days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a 10% administrative fee and any service costs incurred by us”This means you will pay for the time that you had the policy, any claims that were filed and an administrative feeYou can call the cancellation team directly at ###-###-#### to get assistance with this 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

Below please see the screen shot of the customer’s account and that there has been a credit placed back onto his credit card in the amount of $as [redacted] stated he would doPlease let the customer know that this will show into his banking center within a few daysThank you so much,Tracy

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

Complaint: [redacted] I am rejecting this response because: They did not provide information at the time of the agreement Several hundred others have also made complaints about this c0mpany to Revdex.com doesn't look like I AM THE ONLY ONE WHO THINK S THEY ARE DISHONEST SM Regards, [redacted]

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

Complaint: [redacted] I am rejecting this response because:I was never told to get preauthorizationAnd again if you are not in compliance if you cant find contractors in my areaI did not request your services so I could do your jobAll I get from you is the constant runaroundNo straight answersYou have charged me with a service you can not fullfillThen tell me to find my own contractorTell me again how you are in complianceAt the very min I am still requesting the full amount to be paidDo your job and we wouldnt be at this point 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 there was internal failure in the compressor This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor This failure occurred from a lack of proper routine 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 satisfied We strive to provide the best customer experience, therefore as a goodwill gesture, we offered you $towards this repair You declined this offer 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

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 *** ***,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 water heater tank was leaking water and needed to be replaced Per our policy, Section Letter D., Number 6, CHW does not cover “ the main, holding or storage tanks .”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel due to your dissatisfaction Per your request, your policy has been cancelled as of June 29, 2017.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: It was installed by there company, the person they sent to do the repairs messed up my system Regards, [redacted]

Dear [redacted] [redacted] ***,You purchased your policy on 1/2/which became effective on 2/2/17.We contacted you via email on 3/3/requesting updated information, in which you advised us that you would call in to give the updateWe never received a request to cancel your policy If you would like to cancel this policy, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM ESTCHW will honor your request and refund the $143.32.Regards,CHW