BASS Services

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 claims, we do see that [redacted] Heating Cooling and Plumbing was sent to your home to diagnose the unit and upon diagnoses they did advise us that they charged you for cleaning of the Duct as they were very dirty and needed to be cleaned on every level I do believe that is the extra money is for but I will contact them to find out for sure if that was the case.In reference to your service call fee, I will provide a onetime free service call fee on your policy as a goodwill gesture for the technician I do see that he took a while to come to your home then provide us with the diagnoses.As of today, 8/14/we are still waiting on our authorization team to review your records and they will determine if the claim is covered and if so, we will send you the check in the approved amount Unfortunately, we do not have a determination.We 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 providersChoice Home Warranty was in full compliance with its terms & conditions.Best 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] We have worked together on a mutual agreement that will provide you with a refund within days of our receipt of the release agreementPlease call our customer service team directly at [redacted] 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

Dear P [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.Upon review of your claim for your Heating System, we show that the technician stated that the unit was in poor condition, the blower motor was running off balance and runs against the blower housing He stated that there was water sequencer switches and rust build up as well.Per our policy, Section FLimitations of Liability #states that CHW does not cover failures that are a result of a lack of proper routine maintenanceHad there been preventive, routine maintenance these failures would not have happenedYou chose to cancel the policy you had with us and we did advise you that we would be able to assist but we would not be willing to cover a claim that is non-covered per the terms of the policy Since we would not cover the entire claim, you chose to cancelWe did advise you that the monthly payment of $would stop.We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy.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 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 compressor shorted to ground This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor This failure does not constitute 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 wear and tear ”Our SrClaims Specialist advised you about the outcome of the claim and our policy, which you were not satisfied We strive to provide the best customer experience, therefore we offered you funds in the amount of $to assist you on the non-covered claim You declined this offerAs a goodwill gesture, CHW will resubmit your claim to our Authorization’s Department Director for review Once your claim has been re-reviewed, we will contact you with the update.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 CHW did attempt to resolve the issue with the unit using the first technician, however the failure that you had in the unit that caused the leak was rust According to our policy, we do not cover failures due to rust or corrosion This is stated in Section FLimitations of Liability #&We did speak with you and explained that although the unit was not covered, you agreed to the policy and agreed to Section LCancellationsThis states that all monies paid out for a claim will be deducted from the refund amount It also states that you will be charged an administrative fee of $for cancelling the policy earlier than the end dateOur policy does not guarantee that all units will be fixed; it does guarantee that any item that is covered and fails due to a covered failure will be fixed or replaced Your unit failed due to a non-covered reason and therefore was not coveredCHW did provide you with a refund that was correct and it has been refunded back to your credit card that you used to sign up with usWe do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy 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/useragreement.com.Upon review of your claim for your Limited Roof Leak claim, I do see that the diagnoses from the technician stated that the majority of the roof would have to be repaired; this is considered to be a replacement of part of the roofPer the policy, Section Letter E., Number CHW is not responsible for repairs related to partial roof replacement and appendages.On 7/31/15, we assisted with a goodwill gesture and removed the optional Limited Roof Coverage from your policy This was not something that CHW had to do, they did this as a good will gesture.We do apologize for any frustration that this claim has given you If any of our employees were rude to you in any way, we do apologize as CHW doesn’t condone that type of behavior We will look into the calls and if there were reps that were rude, the VP of Operations will be notified.As per the claim, CHW is in full compliance with its terms & conditions Respectfully,CHW

Complaint: [redacted] I am rejecting this response because: A lack of routine maintenance did not existI had services done in the summer that yearWhat I know for certain is, that your business never was reported a diagnosis from either of the technicians that came to my residence that there was any evidence of a lack of maintenanceThe denial for my claim was made internally by Choice with no evidence or no causeI was more concerned about providing heat for my family and baby than going through an appeal process with a warranty company I knew was trying to avoid the costs for my repair 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/useragreementUpon review of your policy, we do see that you placed a claim for the refrigerator and we did receive a diagnosis that the door hinge was bad causing the unit to not seal properly, this created too much heart into the unit, per our policy Section DCoverage #states that we do not cover door hinges The hinge failure caused the board to malfunction which is considered secondary damagesPer section FLimitations of Liability #19, CHW does not cover failures that are secondary The technician also advised that the coil was clogged, per our policy Section FLimitations of Liability this is considered to be a lack of proper maintenanceWe did offer you a goodwill gesture in the amount of $plus the one free service call fee added to your policy which you declined.We are offering to provide you with a full refund of $to be sent back to you however you would have to contact CHW at ###-###-####, sign an agreement in order to receive a refund in full We are not able to provide you with a credit for the service call fee back in cash due to the fact that it is a requirement for the technician to be paid by the customer and we do not reimburse for that as it is stated in our policy.If you feel that the technician made the unit worse than what it is, we ask that you contact them back Per our policy, Section FLimitations of Liability #states that CHW is not responsible for the negligence of the technicianWe will be happy to assist you with the phone number of that tech If you are interested in any of these offers, they are documented in your claim and you can contact us and we will provide you with whichever you chose to doAgain, our number is ###-###-####.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 www.choicehomewarranty.com/user-agreement/We regret to hear your frustration Please be advised that the best times to reach us would be at the time we open the business at 8am ESTUpon your request, we have increased your buyout amount from $to $ Please allow days for the funds to process before the check is mailed outRegards,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 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 purchaseIt may also be found on our web site at [redacted] Upon review of your claim, we do see that you were provided with the funds in lieu of repair for the dishwasher as it is stated in Section FLimitations of Liability #“We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (which at times may be less than retail) to repair or replace any covered system, component or appliance.” CHW provided you with the amount that we would have paid for the repair of the unit to assist you with the purchase of a new unit We urge all customers to review the policy once they have decided to purchase itWe do provide days before the coverage begins for you to review and if you disagree, to cancel with a full refundOnce the day grace period is over, we do assume that the customer did their due diligence and reviewed the terms and conditions that are in the policy 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] , Mba, 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

[redacted] Thank you for your response, we understand that there is a reason that you had to purchase a new unit however CHW does not cover emergency repairs or replacements and we do not cover units that lack proper routine maintenanceAs you stated although there might be a reason, the coil was dirty and that is a lack of proper routine maintenanceCHW is offering you a goodwill gesture in the amount of $for this claim Kindly contact us at [redacted] if you would like to accept.Thank you,CHW

Dear [redacted] *** We regret to hear your frustration Please understand that your toilet had a new issue, therefore, it is required that a new claim is placed As a goodwill gesture, we have applied a onetime free service call fee onto your policy You may use this for your new toilet claimRegards,CHW

Complaint: [redacted] I am rejecting this response because:They have changed the wording of why they are rejecting the claim since the beginning to ensure it's not covered 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 [redacted] Upon review of your claim it appears that your claim was processed in accordance to the policy section Letter F, Number in which CHW is not responsible for repairs related to lack of maintenanceAlthough it is not required for you to send in maintenance records, we invite you to do so for the team to review in hopes of a more favorable outcomeYou can submit the maintenance 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 www.choicehomewarranty.com/user-agreement/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 flue exhaust vents failed and needed to be replacedPer our policy, Section Letter D, Number 5, CHW does not cover “ Flues ”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 $to assist You agreed to settle the claim by accepting the funds as of 10/30/ Please allow days from the authorization date 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

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 policy, I do see that CHW has assisted you in previous claims amounting to $The last claim that you placed for your plumbing system was not a covered claim due to the fact that CHW does not cover zoned systems per section D#of our policy.We do understand that you would like to cancel your policy, please refer to section LCancellations and see that you would pay a $administrative fee and be provided a pro-rated refund of the remaining months minus claims paid, therefore you would not have a refund.As a goodwill gesture, CHW will offer to provide you with the amount that you paid for the policy $minus claims paid $and we will not take the $administrative fee This will provide you with a refund of $Your policy is documented, if you would like to take this goodwill offerWe do regret the frustration that you have experienced with this claim however we do look forward to assisting you with future claims.Sincerely,CHW

Dear [redacted] , We regret to hear your frustration, however, the failure described in detail to you on the response is what caused your microwave to arcThe paint inside of your microwave that was chipped and coming off, exposed the metal; this contributed to your microwave arcingIf you would like to further dispute this claim, you entitled to getting a second opinion at your expense Please submit your technician’s second opinion diagnosis to [email protected] for reviewIf the diagnosis is different, we will adjust the outcome of the claim accordinglyWe regret to hear your wish to cancel your policy If you would like to move forward with cancelling your policy, please contact our Customer Solution Department at ###-###-#### Monday-Friday 9AM to 6PM ESTRegards, 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 compressor shorted to ground This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor This failure does not constitute 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 wear and tear ”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 we offered you funds in the amount of $to assist you on the non-covered claim You accepted this offer.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Nothing noted in your policy states ages of appliancesYour automated message even contradicts thatYour representative all but called me a liarI did not get my policy to review it within days and had to call backUnfortunately just a day or so after receipt of the policy I had to use itThat was not my intentionsIf you wish to uphold the integrity of your company I would ask you to reconsider full refund of policy irregardless of the claim