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 assetWe are committed to providing a positive customer experience and we take all feedback very seriouslyChoice 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 purchaseIt may also be found on our web site at [redacted] After reviewing your AC claim, we do see that we have confirmed that the unit did fail due to rust and corrosionHowever, CHW does not cover this type of failurePlease review section FLimitations of Liability #and #We do not base the decision on the age of the unit, we base the decision on the diagnosis that was provided to us and then compare it against the policy guidelinesUnfortunately, the failure that you had on this unit was caused by rust therefore not being a covered claim We do see that or company offered to provide you with a goodwill gesture of $to assist with this claimThis is not a covered claim and therefore we are providing a good faith effort to assist and we cannot provide you with the entire amount of the claimWe will be happy to increase the amount for you to $300; however that is the most that we have offered for a non-covered claimPlease note, since we are changing the amount, the check will take longer to send outThe date that it is being adjusted is 6/18/and the check does take days to processAs a second goodwill gesture, we have added a onetime free service call fee onto your policy to assist with the next (if you should have) claim We have also emailed and mailed you a policy for you to reviewThis can also be found by going through the customer portal, placing your policy number which is [redacted] and your email that is attached to the policy We sincerely regret your frustration with this claim; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear [redacted] ***, This claim is not covered per the terms of our policy, we understand that you have paid more out of pocket than what we are offering however since the claim does not fall under our terms of the policy, we cannot offer further amount of funds We are offering you $as a goodwill gesture, because the claim is not covered per the terms and conditionsIf you chose to accept this offer, we will send you a form to sign and once we have that signed form back, we will send you a check in the amount of $and cancel the policy Please contact us at ###-###-####, if you would like to accept Thank you, CHW

Complaint: [redacted] I am rejecting this response because: I had two different technicians come here to look at the unitThey both agreed my unit had in fact been properly maintainedThey both have spoken to choice home warranty explaining thatThe unit is almost years old, and both explained that it is in fact a wear and tear issueBoth technicians disagree at all levels of choice home warrantys decision [redacted] home insurance also disagrees with choices decisionThey also agreed the unit failed because of age, and wear and tearChoice is wrong in their decisionAfter reading many complaints on choice I have learned that they almost always refuse to fix any air conditioning productsI feel choice has scammed me on every levelAnd would like my last two years of payments to them refunded, or my ac fixed at their cost Regards, Briea [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 assetWe are committed to providing a positive customer experience and we take all feedback very seriouslyChoice 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 purchaseIt may also be found on our web site at [redacted] p Upon review of your claims for your washer, we do see that you placed claims with usThe first claim the technician did state that the unit was working but nothing moreThe second claim the technician stated that the unit failed due to an overloading of the unitThe third claim we did not send a technician out due to the second claim not being coveredIt was stated in the second claim that a balancing ring was needed to make the unit work againWe do not have the pricing for the ring due to the claim not working; however as a goodwill gesture based upon your statement that the repair will cost $275, CHW will offer you $towards the repairWe are not able to provide you the cost of a new unit due to the fact that this was a non-covered claimPer our policy, Section FLimitations of Liability #states that CHW is not responsible for the negligence of the technician We do regret your frustration with this claim; however we are in 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 your claim shows the claim was processed according to the planThe diagnosis that was received was that the upper rack and rails needed to be replacedSection Letter D, Number indicates that racks, baskets, rollers, hinges, handles, doors, door gaskets are not coveredYou indicated that mold was also in the unitSection Letter F, Number of the policy indicates that mold or mildew is not coveredThere are no funds due at this time for this claim 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'd like to take a second to review the merchants responseAs a consumer, I was offered an amount that was far less than the cost of a new dishwasherSo the options I had were to either accept the amount or leave the claim open, and no resolutionThe merchant makes the comment as if I was satisfied with the $offer, which I wasn't and I'm still not at $300, but what other option is there? If I were to follow the money trail, I was originally told $and that they couldn't go any higherI was then told $and no higherI asked to escalate and was told that's itNow it's $300, and that's it..........or is it? As a consumer, I don't know and would rely on the assistance from the Revdex.comAs for citing the terms, it's one thing to post a sign or note on a board and say you're compliantIt's another to stand behind the member and provide exceptional serviceThat's the difference between a business and better businessMy best recommendation would be for a disclosure to be part of their sales pitch, advising the customer that in the event of a replacement, it's subject to the discretion of the company I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is unsatisfactory to me, but have no other alternative Regards, [redacted]

Dear [redacted] Thank you for your feedback and we apologize for the inconvenience this may have caused you Your July 19, payment will be skipped and will resume on August 19, at $a month We have also added a one-time free service call to your policy, for the inconvenienceRegards,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 assetWe are committed to providing a positive customer experience and we take all feedback very seriouslyChoice 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 purchaseIt may also be found on our web site at [redacted] Upon review of your claim, we do see that the diagnosis stated that the unit had an issue with the blower motor, the unit itself had a large amount of dirt, and debris and lint build upPer the policy, Section FLimitations of Liability #states that CHW does not cover repairs that are caused by a lack of proper routine maintenanceThe unit that you have is a TRANE and the recommendations from the manufacture are that you have a licensed technician come to your home at least once a year to properly maintain and clean the areas which a person could not doHe stated that the unit itself was in fair condition however the failures that the unit had could have been prevented if there had been routine maintenance We do see that you chose to cancel the policy you had with CHW; we also see that CHW has helped with previous claims for this policy in the amount of $We do regret that this claim was not covered however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

[redacted] ,We do understand however our policy excludes failures that are caused by rust Please see section FLimitations of liability #and Thank you,CHW

The policy covers what is outlined as included in the written policyThe claim wasn’t covered, however, as a goodwill gesture, CHW opted to provide a payment in the amount of $Please accept the apologies of CHW if there was confusion as to how the promotional offer works regarding the free monthThe policy does indicate in Section Letter L, Number that there is a cancellation fee, less costs incurredThere are no additional funds due as a refund at this time Regards, CHW

Dear Mr***,We do regret any frustration that you had experienced with our company We do see that you have cancelled your policy with us and you did receive a refund per the terms This unit did not fail due to wear and tear, as you stated sometimes units fail prematurely and that is what this did which is not normal.The diagnosis stated that the unit had an excessive amount of oil surrounding the bottom of the compressor and the well where the common start run wires are on the compressor was covered in oil as well The compressor overheated causing the compressor to lock up, this is not a failure on a unitWe do see that CHW offered before the policy was cancelled $as a goodwill gesture that you declinedCHW is in full compliance with the terms 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 meThey have agree to refund my premium less pro rate, apparently the problem may have been my fault as I got frustrated after emailing, calling and sending regular mail, then getting an email contact back but I mis typed the address, I will likely use them again 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 our web site at [redacted] .Upon review of your claim we show that the technician that came out to your home advised us that the failure started with the transformer and then the transformer failing and hit the sequencers and wiring Since the initial failure was the transformer, CHW had offered to provide coverage for the original failure.We see that you disagreed with this outcome and chose to have a second opinion and once you did it was discovered that the unit was lacking proper routine maintenance The air handler’s electric wires were melted and took out the transformer The outdoor coil was clogged, condenser coil was dirty and Freon levels were low which is a lack of maintenancePer our policy Section FLimitations of Liability #CHW is not responsible for repairs related to a lack of proper routine maintenance Also please see Section F#that states CHW is not responsible for repairs that are related to secondary damage.Per the garage claim, CHW policy states in Section Dunder excluded states springs are not part of the covered portion of the policy.As every policy, we do have exclusions and not only do we post the policy online as stated above but you are provided with one days prior to your policy’s start date to ensure you understand what is covered and what is not If you do not want to keep the policy after you have read the terms and conditions, providing you are within the days of purchase, you can have a full refund.CHW follows the terms and conditions of the policy and we urge our customers to read the policy and contact us with any questions or concerns.We do regret your frustration however; CHW is in full compliance of our terms and conditions of the policy.Regards,CHW

[redacted] CHW received an email from you on 1/27/that states that you are requesting to cancel your policy with us As a goodwill gesture, we are offering to provide you with a full refund of the one policy for [redacted] ***in the amount of $If you would like to accept this offer, please contact us at ###-###-#### and we will provide you with an agreement to have a refund go back to your credit cardIf you do not wish to cancel this policy, then you are welcome to provide us with a second opinion that shows a different outcome.Thank you,CHW

Complaint: [redacted] I am rejecting this response because: How are we supposed to know if anything was wrong with our unit? I am not an ac technicianI would like to know how do you know there was a pre-existing problem with the unit if it was not checked prior to our warrantyHow do you know that the unit just did not happen to fail? So if any of my appliances fail your company can always say it was a unknown conditionYour supervisor also stated that he had spoken to one of your ac technicians and said it would take years for that problem to occurWell I talked to many ac technicians asking about this problem and what there answer were the problem can happen at any moment anytime Regards, [redacted]

Dear [redacted] We regret to hear your frustration, however, you requested to cancel your policy on 10/19/2017, therefore your policy was cancelled Please understand that if your policy was cancelled on 10/20/2017, the goodwill funds still would not have been available.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 I do see that CHW has covered the following claims: Claim# [redacted] on 05/23/for your Air Conditioning System in the amount of $Claim # [redacted] on 05/19/for your Water Heater in the amount of $ Claim # [redacted] on 12/18/for your Refrigerator in the amount of $I do see that on 06/11/you placed a second claim for your Air Conditioning system and you asked to use your own technician, CHW agreed and advised you that we would not approve any repairs without your technician calling and receiving prior authorization from CHWOn 6/11/15, we did receive a call from the technician and he advised us that the unit had a dirty condenser, dirty condenser coils and soot in the furnace; lastly he advised that the ductwork was collapsed in the atticWe also received photos showing this to be truePer our policy, CHW requires all units to be maintained per the manufactures specifications We did request maintenance records and you sent us an inspection report An inspection report does not show that the unit is maintained or being maintained, it shows that the unit at purchase was working properly, cooling or heating It doesn’t show that the technician used the necessary means to clean the unit or maintainWe also informed you that per our policy Section Fwe do not cover ductwork Please see our policy Section FLIMITATIONS OF LIABILITY The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditionsWe are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, 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 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 replacementWe do apologize for any frustration with this claim and urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us We do appreciate your feedback as this does help us with our customer service and service providersBest 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 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 in agreeance If you would like to further dispute this claim, you may submit your proper routine maintenance records to [email protected] for review OR you may get a second opinion at your own expense If you choose to get a second opinion, you submit the detailed invoice that shows the diagnosis to the email above for reviewIf the outcome from either the maintenance records or second opinion are different, we would adjust the claim accordingly.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 we do see that the claim that you placed was for a plumbing issue The technician went to your home and stated it was an issue with the kitchen faucet was broken Per our policy CHW does not cover faucets, please see Section DCoverage #He stated that he did install an angle stop and supply line as well for the half bath.CHW did cover the angle stop and supply line but we are not able to cover the faucet issue that you had due to the restriction in our policy CHW will send a technician to a customers home upon entering the claim due to the fact that we are not technician’s and the issue might be something different Upon the arrival of the technician, our policy states that you will pay your service call fee A service call fee is due to any technician that comes to the home if the claim is covered or not We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policyRegards,CHW

Dear [redacted] M ***,I do see that CHW has reimbursed you the $for this claim As a goodwill gesture, I have added a onetime free service call fee to your policy in the amount of $for your next claim if you have one CHW cannot reimburse you for any time that you had taken off The technician that we sent to your home was a licensed technician and we do have the paperwork to show such Our customer service department does not have access to this information however the Territory Managers do and it has been verified.We have placed onto your policy never to send this technician back to your home since you were not comfortable with them The reason that the technician did not go back to the home was because this was a non-covered claim per his diagnosis of having a clogged vent Per our policy this would be considered maintenance which we do not cover Again, we do see that you were reimbursed $and we have placed a onetime free service call fee under your policy.Thank you for being a valued customer of CHW.CHW