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 request has been made for the cancellation department to reach out to you to resolve the issue with the request to cancel your policyCHW values all customers and apologizes if you received rude treatmentThis matter should be resolved shortly 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 your claim has indicated that the claim was processed in accordance with the policy, section Letter D, Number as the unit exceeds pounds 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, there have been several claims that were paidAlthough the claims may not have been covered fully, in the interest of customer service we have provided you with goodwill paymentsThese are payments that we provide to our customers to assist in claims that weren’t covered in accordance with the policy termsThere was also a claim that we paid for a replacement toilet under the guidelines of Builder’s Grade materialsOur goal is to always meet the needs of our customersIn the event you have questions, please call our customer service team directly at 1-888-531- We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear [redacted] We do regret the frustration that you have had to deal with and we do understand that you have had the unit fixed already and you stated that the failure was not due to a power surge We did not receive the diagnosis from when you had the technician come and provide you with the repairs Had you contacted us, we would have been able to update the claim with the proper reason of failure Per our policy, Section FLimitations of Liability #states that CHW is not responsible for the negligence of the technician.As a goodwill gesture, we will offer to provide you with a refund of the paid policy, you have paid a total of $for this policy and if you would like to accept the full refund, please contact CHW and advise them that you are accepting the agreement made through the Revdex.com, we will then send you a form that you would have to sign and then once we receive that paper back, we will provide you with a full refund.We have documented the claim and if accepted again please contact us.Thank you,CHW

Records indicate that an agreement has been reached between you and CHW which will provide you with a refund and cancellationIf you have any questions regarding the agreement, please call the customer service team at ###-###-#### Regards, CHW

Dear [redacted] ***,You paid a total of $for your policy which you had agreed to make payments of $320.25; CHW only received payments for a total of $ CHW was preparing to provide you with the proper cancellation fee per our policy Section LCancellations; however you chose to charge-back the amount that you paid for your policy which voided the policy Your bank now has all the money that you paid to us, the total of $ Please see below for the policy section that should have been followed:LCANCELLATIONThis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturerThis is not acontract of insurance, residential service, warranty, extended warranty, or implied warrantyYou may cancel within the first days of the order date for a refund of the paidcontract fees, less an administrative fee of 5% and any service costs incurred by Us.This contract shall be non-cancelable by Us except for:Nonpayment of contract fees;Nonpayment of Service Fee, as stated in Section III;Fraud or misrepresentation of facts material by You to the issuance of this contract;Mutual agreement of Us and YouIf canceled after days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a 10% administrativefee and any service costs incurred by UsAll cancellation requests must be submitted in writingWe do suggest for any information, you contact your banking center as they have the funds that you paid to CHW for the policy.In reference to your claim, CHW cannot pay for a claim or assist with a claim on a policy that has been cancelled without paymentWe do understand your frustration however CHW is in full compliance with our terms and conditionsI just wanted to follow up with this one because the customer was supposed to make monthly payments to us and when his claim was denied, he did a charge-back Once a customer does a charge-back, we no longer have the money, their bank does Even if it is in dispute, the bank puts a hold on everything until the dispute is over and afterwards the bank will tell us who won or lost If we do win, we then give the customer a pro-rated refund as our policy states but if they win, there is nothing we can do for them since they received all of the money back This customer didn’t pay the entire policy and when he found out his claim was denied, he charged-back his credit card and we do not have access to any of his funds until the dispute is over

Dear [redacted] ,After reviewing the policy that you have with CHW, we do see that on every claim that you have placed, CHW has assisted you according to our policy This claim is not a covered claim and as a result, we are not able to provide coverage As a goodwill gesture we are willing to provide you with $to assist with this claimIf you would like to accept our offer, please contact us at ###-###-#### We do regret that you disagree with the outcome of the claim however the outcome is in compliance with the terms and conditions of our policy.We look forward to hearing from you.Thank you,CHW

Complaint: [redacted] I am rejecting this response because: There is damages created by either their warrantied item or their service contractorNo where in the sales pitch and/or their service agreement states this is a percentage buy out of items listedI am requesting a full refund of this mis-reprented coverage and expect the repairs to my property be properly fixed to a satisfactory condition Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that I have no other choice in the matter other than to accept a partial refund While I do disagree with their statement due to the misleading timeframe and now they seem to now claim this might have been a preexisting condition, I can only go by what I was sold and also told by the one tech that they hand picked to send to my home whom never went inside my home even when offered and said everything looked fine and then to also have a third party tech provide them with the problem over months later which they state but not by their tech back in May I am disappointed with Choice Home Warranty and will never purchase another home warranty again from any company Regards,

[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] I was contacted by E [redacted] and have an appt with them tomorrow 8/18/2017; days after my initial request for help by Choice Home WarrantyI now want to see what the results of the assessment of my problem is by [redacted] and hoe Choice will handle the problem!

Complaint: [redacted] I am rejecting this response because: In regards to you not accepting responsibility for your own contractors that YOU approve and hire to do work at my house is unethical You should stand behind your business and the partners you work with Why would anyone want to do business with a company that doesn't back it's work? If the company you allowed to come make repairs has to send you photos of the model number of the equipment they are installing and it was the wrong equipment, and you paid the company for the service, then you have taken responsibility, as it shows that you knew the equipment was wrong and you allowed the work to be completed regardless I will never work with a business that handles their work like you have--its unethical and completely irresponsible I will continue this complaint up as far as it can go and make sure that no one I know ever does business with a company that values money over the quality of work they provide Home warranties are supposed to easy people's minds and you have done the exact opposite so thank you for misrepresenting what kind of business you are, as I will not be fooled again by your dishonesty 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] , although this isn't a resolution, I do look forward to receiving the remedy, and getting cool air blowing in my house again the heat index here is degrees and very uncomfortable Regards, [redacted]

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 unit was missing all of the Freon Please note that your policy coverage start date was July 27, and you stated that the last time your unit was working was August 12, The failure that occurred to your unit would not have happened in the short lifespan of your policy Per our policy, Section Letter A., Number 3, CHW requires all units to be in proper working order on the effective date of this home warranty contract.Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfiedWe strive to provide the best customer experience, therefore as a goodwill gesture, we have applied a onetime free service call fee onto 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 www.choicehomewarranty.com/useragreementUpon review of your claim, we do see that you placed this claim a little over a month after the policy began We see that the technician stated that the unit was missing the Freon and that after the leak test was completed a leak was found in the evaporator coil This leak was due to rust and corrosion Per our policy, FLimitations of Liability #states that we do not cover failures due to rust or corrosion and it also states that we do not cover failures that are known or unknown pre-existing conditionsWe see that you have cancelled the policy and CHW did provide you back a months coverage.We do regret your frustration however with the diagnosis that was provided to us, CHW is in full compliance of our policy.Regards,CHW

I am rejecting this response because: The statement from Choice Home Warranty is a lieWe did sign up with Choice Home Warranty on 8-1-2015, I filed the claim on 8-30-I'm going to file a suit in small claims court because the Sears repair tech had found water damage to our hard wood floors under the dishwasher and to the right side of the dishwasher that has not been repaired

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 evaporator coil was rusted and corroded, which caused the unit to leak out Freon as well as the compressor had bad service valves which caused another Freon leak The leaks that occurred on the system were due to 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 funds in the amount $ You accepted this offer on July 27, 2017.Please allow days to process before the check is mailed out.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Regarding my complaint ( [redacted] ) against Choice Home Warranty, I received a message through the Revdex.com from the CHW that they would credit my account $They asked that I give them 7-daysTo date the money has not appeared in my bank account

[redacted] ,The pictures that were provided to CHW coincide with what was explained to us by the technician The condensing coils are dirty, there is rust and the coils are damaged The technician stated that he believed it to have a leak as he heard a hissing sound Per our policy, this claim is not covered due to a lack of maintenance You are more than welcome for a second opinion to contact us at your cost to provide us with a new diagnoses With the diagnoses that we currently have along with the pictures, this claim will not be covered under the policyPictures attached showing U bends rusted, coils dirty - clogged and damaged.Regards,CHW

Complaint: [redacted] I am rejecting this response because: As Choice home Warranty Implies that it so graciously agreed to do the leak testing at it's cost, it was actually done a as result of recorded poor service and denial of a previous claimUpon a third renewal of a Choice Home Warranty Contract, I was specifically told that any other future issues would be handled differently, and resolved without issueI have been without air conditioning for daysthe technician that came out performed the leak test and took photographs of the coil where it was leakingThere is a galvanized steel plate that runs down the side of the A Coil that has surface rust on ita brand new unit would have the same amount of rust on it, as it lives in a humid, wet, cold environment The cause of the leaks are in the u-bends of the coil, which are made of copper, and do not rustThe technician that performed the leak test was also appalled at the rendering of Choice Home Warranty, and their claim that the leak was due to rust and corrosion.The fact of the matter is that Choice can say whatever they want to good paying customers, and that is the final word, because the customer has no recourse.This complaint, and lack of resolution, is based on PrincipalDO THE RIGHT THING, STAND BY YOUR CUSTOMERSDon't make up lying excuses to get out of taking care of customers Your contract specifically says, if it cannot be fixed, it will be replaced.How the owner of this company sleeps at night is beyond me, you will one day meet your match maker! I will not rest until there is some kind of resolutionHomeowners take out these types of policies to help them protect their investments, and that's what you promise to doDO IT! 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 do show that CHW dispatched a technician to your home on12/22/15 and his availability was too long of a wait for you, we offered you our reimbursement option. We did explain to you that if you use the reimbursement option you must have the technician contact CHW before any work was to be done. We will only reimburse for work that is covered by our policy and it would have to be authorized by us before. If you have the work completed without the authorization, you therefore will not be reimbursed. CHW does not provide upgrades for any type of systems as well.On 1/12/16, you contacted us and advised that you had the work completed, you stated that you had the toilet replaced, new kit installed, wax ring seal and you were charged for service and labor. We again advised you of the reimbursement process and explained that you did not follow this. We did receive the invoice for the new unit you had rebuilt and we explained to you that we would provide you with the extra charge that the technician charged for the service call fee, our charge would have been $45 and he had charged you $175.00. CHW did provide you with a check in the amount of $130.00. As for the work being completed, you did not follow the policy as specified in Section C. Service #3 that states that we will not reimburse for work that was performed without prior approval.We cannot provide you with a free year warranty or a full refund but as you have requested we are providing you with the service call fee that you paid but minus the amount for our service call fee.We do regret your frustration however; CHW is in full compliance of our terms and conditions of the policy.Regards,CHW