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 www.choicehomewarranty.com/useragreementUpon review of your policy that was purchased on July 6, and you were provided days to review the policy before the start date of the coverage on August 6th CHW not only has the policy online for your review but we did send you a copy via email and mail You can also see the policy in the account center that was provided to you Our sale agents go through the policy and give an overview of the policy for our customers’ It is up to the customer to review the terms and conditions and to ensure that they fully understand, if they disagree, they are able to cancel for a full refund before the start date Once the policy begins, then it is understood that the customer does understandIn reference to the claims that you have placed, they were not covered per the terms of the policyYour first claim for your AC System, CHW did offer to purchase the part however you stated that you did not want this done, you wanted the unit repaired within the same day and that was not an option This claim was closedThe second claim that you placed for the Heating system was repaired by CHWThe third claim that you placed for the Water heater was not covered per the policy, which states, we do not cover the main holding tankThis is stated in Section DCoverage #however we did offer to provide you with a goodwill gesture in the amount of $which you declinedIf you would like to accept this goodwill gesture, please contact us at ###-###-####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 your claim was covered in accordance with the policyThe policy section Letter F, Number indicates 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 replacementYou did submit invoices which showed repairs that were completed on your water heater as well as records from your previous warranty companyHowever, these are not records to show that you have had proper routine maintenance performed in accordance with the manufacturer of the unitThese records will not show inspections but instead routine maintenance that will contain information related to pressure and amp readings, etcCHW doesn’t require that routine maintenance records be provided, however, you are invited to submit this information to have your claim reviewed in hopes of a more favorable outcomeAt this time the claim will not be covered We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear [redacted] We regret to hear that you have cancelled your policy with Choice Home Warranty Our records show that your policy was cancelled May 22, Please allow approximately business days for the funds to be reversed back to your cardRegards,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 claims shows that the claim was handled in accordance with the policyThe original diagnosis that was received from the technician that CHW sent was that the unit needs to have a burner assembleThere was a moderate buildup that caused an issue with the unit, which was a result of lack of proper routine maintenanceWe received a second diagnosis from your technician that the unit was heating the water and shutting off once the proper temperature was reachedThis heating up of the unit indicates that the gas valve did its job by warming up the water in the unitBased on the information received the unit wasn’t maintained properlyIf the unit had been flushed annually, this failure wouldn’t have occurredAs such, per section Letter F, Number of the policy, CHW doesn’t cover repairs related to lack of proper routine maintenanceAs a goodwill gesture, the payments for December and January have been waived and a free service call has been added to your accountPlease call the CHW customer service team directly at ###-###-#### 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 [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 policyBased on the diagnosis we received, it stated that the data plate and thermostat failed and needed to be replaced Our Authorizations Team found that these parts were no longer available Per our policy, Section Letter F, Number 9, it states that “If parts are no longer available, We will offer a cash payment in the amount of the average cost between parts and labor of the covered repair.”Our SrClaims Specialist offered you that the cost between parts and labor which was $143.50, in which you were not satisfied with the amount.Since we strive to provide the best customer experience, as a goodwill gesture, we would like to offer you the amount of $towards a new unit To accept this offer, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST and Saturday & Sunday 9am-5:30pm EST.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 see that you had chosen to cancel your policy rather than to allow CHW to provide you with the unit We also see that you were provided a full refund of the policy CHW is not going to provide you with a new unit when you have received a full refundPlease check your credit card that you signed up with, the refund had been placed onto the credit card on the 28th of AprilWe do regret any frustration that you hadThank you, CHW

Dear [redacted] ***,We do regret your frustration with this claim however the records you had provided us with did not show routine maintenance therefore the claim was not overturned However we would like to assist you and since you already declined the goodwill of $100, we are willing to increase the offer to $however we are not able to increase the funds past this amount.We do hope that you accept our good faith offer to resolve this matter for you.Please feel free to contact us if you would like to accept this offer Please contact our Customer Solutions at ###-###-####.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 [redacted] A review of the claim shows that the claim was processed in accordance with the policyThe diagnosis that was received was that there was a leak in the evaporator coilsThe pictures that were sent by the technician showed that there was a lack of proper routine maintenanceCHW will not come to the location, this is why the technicians are contractedThe technician will come to review the failure and call CHW directly to speak with the authorization department, which is a team of techniciansThis diagnosis, as well as accompanying photos, will help make the determination necessary for the claim CHW did receive documentation that was received, however, what was received was an invoiced dated 1/13/which indicated a leak in the evaporator coilThere was also an invoice dated 3/25/16, which was hard to read but CHW was able to determine the service valve was replacedThese documents don’t display maintenance recordsSection 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 replacementIn the event a claim is denied, and a customer seeks to have CHW review that denial, CHW has the right to request maintenance records in reviewing its decision” 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 your claim was processed in accordance to the CHW policy section Letter F, Number which 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 replacementInitially there was a misdiagnosis of the unit, however, there was a corrected diagnosis submitted that indicated the compressor was shorted to the ground which caused an internal failureThis is a result of lack of maintenanceCHW doesn’t require that customers submit maintenance records to demonstrate proper routine maintenance, however, customers are invited to submit the records to be reviewedAlthough you do not have the maintenance records for the past three years, perhaps you can ask the company that provided the service to provide you with copies of the recordsMany companies have provided this informationIn the event you would like to share this please send it to [redacted] and include the claim numberYour claim will be reviewed in hopes of a more favorable decision 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: there are items wrong with the heater that ARE covered by the warranty and NEEDS to be paid for But of Choice Home Warranty refuses to pay any claim! DO NOT BUY THIS WARRANTY! Buy [redacted] I had them before an never had a problem Regards, [redacted] ***

Dear [redacted] In recent review of your claim, we received your paid invoice from your technician; based on the diagnosis, it stated that the capacitor failed and needed to be replaced We have authorized the funds you paid for repair of the capacitor, in the amount of $ These funds were authorized on August 16, Please allow days to process before the check is mailed outYour service call fee of $will be waived on your next claimRegards,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, we do see that you placed a claim for your AC systems on 7/7/and the technician stated that one of the units had a coil that was dirty, clogged and he could not receive a pressure readings until the unit had thawed out due to it being frozen This claim was not a covered claim due to a lack of proper routine maintenanceBefore placing a second claim for this unit, you should have provided us with a proof of repair, however we did still send a technician to your home on 5/3/16, since you placed a claim again for your AC system and you stated that the unit had a power outage and then they stopped working The technician explained that again the unit lacked proper maintenance; it was low on Freon by 9lbs and it only holds 10lbsThe evaporator coil was leaking as wellThe fins showed deterioration and visible lack of proper routine maintenanceRegardless that this claim was not covered for the lack of proper routine maintenance and the fact that CHW does not cover failures due to power surges, we still offered you a goodwill gesture of $towards the repair of the unit, which you had declined We again advised you that since the last claim was not a covered claim, this unit was not fixed prior to this one, we still would not be able to cover the cost of the repair, the unit lacked proper routine maintenance on the previous claim and that denial still stands for this claim The pictures that we had received from the technician do show exactly what the technician stated to be truePer our policy, we do not cover failure due to a lack of routine maintenance We are still willing to provide you with the goodwill gesture as we stated before of $We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policyRegards, 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 for the refrigerator, we do see that the ice maker was the issue; however the ice maker is not part of the coverage that you chose Also, the ice maker does not make the entire unit fail therefore the icemaker is not a covered part of the policy CHW will only cover failures in which make the unit not work, providing they are a covered component in the policyIn review of your Air Conditioning system, we do see that you had different technicians come to the home to diagnose the system; however we do not see that you had to pay different service call fees Since you stated that you had to, we have placed a onetime free service call fee onto your policy for youThe technician that was out to your home last stated that the unit was low on Freon and he believed there to be a leak, therefore we requested a leak test to be done Leak detection tests are not a covered portion of our policy and that is something that you would have to pay out of pocket If the leak test comes back and it is something that is a covered portion of our policy, we would then cover the failures We cannot say if the unit would be covered without having the test completed and having the correct diagnosisWe do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policyRegards, CHW

Dear [redacted] ,In regards to your dishwasher claim dated 9/7/16; this claim was covered If you are currently having issues with your unit, please contact us directly and place a claimIn regards to your oven claim, dated 6/7/17; you were advised that the parts needed to make the repair You were offered a different colored part to be installed or the funds lieu of the repair You accepted the funds and requested to cancel If you would like to cancel your policy ###-###-#### Monday-Friday 9am to 6pm EST.Regards,CHW

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 I received the check for the claim yesterday Regards, [redacted]

Dear [redacted] We regret to hear your frustration Please submit your paid invoice to [email protected] for review Once we have reviewed your invoice, we will contact you with an update.Regards,CHW

Complaint: [redacted] I am rejecting this response because: Bottom line, even per the plumber that took the time to look at the entire issue and read the warranty stated part of the damage should have been coveredAs stated before, per speaking with CHW, prior to work being done, was advised of what to do, if in fact, part of it was covered and was told to send the completed invoice to a specific email addressUnfortunately companies like this existI have been with another home warranty company in the past where you pay a little more, maybe $10, but they really were there for the customer, standing by what they claim to cover and do the job in full, to the customers satisfactionIn my opinion, the other warranty company didn't look for loopholes, lack integrity, be anti-customer or have misleading advertisement like CHWI gave CHW a year of my time, and with almost ALL of my claims, have been disappointedWith that being said, I am cancelling my warranty with them next month, waiting for my new warranty with another companyRegards, [redacted]

We do understand that you are stating that the technician damaged the line however per our policy, Section FLimitations of Liability #19, CHW is not responsible for the negligence of a technician All of our technicians are licensed and insured, we ask that you contact that specific tech and if you do not know their number, we can provide it to you.In reference to the plumbing issue, we do see that MT Builders have been dispatched to return at no cost however if you chose to have a different technician come to the home, please contact us and we can dispatch one to you or if you would like to use your own licensed technician, you may do so however you would have to receive prior authorization as stated in Section CService Calls CHW will not reimburse for work that is done without prior authorizationPlease have the technician contact us at ###-###-####, please ensure that they have their license number and contact information with the complete diagnosis of the unit Again, we do see that there is someone currently dispatched if you would like to use someone else, we can use a different tech or you can use your own and we can send the formAlso, once again, if work is completed without authorization, we will not reimburse for any amount.We have documented the claim for you to advise that you might be interested in using your own techPlease contact us and advise us.Thank you,CHW

Dear [redacted] ***,If you go to the website, you will see that there is a section that states “user agreement’ on the bottom. Please click into this section, and then you will be able to see Section F. Limitations of Liability that states that items that are not covered per the terms of the policy. If you look under the specific unit, you will see the included portion of the policy. Per Section F. Limitations of Liability #1 and #8 both state that CHW does not cover failures that are caused to rust or corrosion.We do regret your frustration however; we are unable to provide you with a full refund of the policy as it states in Section L. Cancellations. You can contact our Cancellations department and speak to them on a pro-rated refund.If you chose to stay with CHW, we will be happy to provide you with a goodwill gesture of a onetime free service call fee to assist with the next claim that you place.We always urge the customers’ to review their policy before the30 day grace period is up, to ensure that all units are in proper working order for the start date of the policy and also to ensure that you the customer understands the policy, if any questions within the 30 day grace period, before the policy begins, you will be able to cancel at that time for a full refund. However, once the policy begins you are subject to abide by the terms of the agreement.We do again regret your frustration however CHW is in full compliance with the terms and conditions of our policy. Thank you,CHW

Complaint: [redacted] I am rejecting this response because: I am not questioning the company policy but rather the unacceptable wait time of any where from 45 minutes to 11/2 hours! There is no reason why someone can't call me and get this matter resolved. I just tried calling again and was told the wait time would be 1/2 hr. That ain't gonna happen. I can be reached any morning (AZ time) before noon. No wait time. Regards, [redacted]