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] . Upon review of your claim it has been noted that the claim was covered in accordance with the policy. Under the guidelines section Letter F, number 12, repairs needed due to lack of maintenance is not covered. Additionally, under section Letter F, number 8, repairs needed due to rust and corrosion aren’t covered as well. We will be happy to work with you if you can obtain the records from your previous maintenance company. 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 http://www.choicehomewarranty.com/user_agreement.php.Upon review of your policy, we see that you purchased it on 2/28/and it began on 3/28/15, this is the day grace period that you have to review the policy that was mailed and emailed to you or go online to our website as stated above and view the policy You could even go to the customer portal to view your policyIf within these days you disagreed with any of the exclusions of the policy, you are able to cancel for a full refund You did not cancel the policy therefore we understood that you read the terms and conditions and agreed to them.In reviewing the claims that you had placed prior to this specific one for the Air Conditioning System, CHW did cover the claims you had for the previous AC system issue and a plumbing issue.In regards to this claim, we were advised that the failure that you had with the unit was caused by a lack of proper routine maintenance This is something that CHW requires in our policy as it is stated in Section FLimitations of Liability # We require that all units are properly maintained per the manufactures specificationsWe asked you to assist you if you would have liked to provide us with maintenance records to show that you did have maintenance done You advised CHW that you did not have any such records If you would like to provide us with the records of maintenance, we will be a happy to review.We do regret your frustration with this claim; however CHW is in full compliance with the terms and conditions of our policyThank you,CHW

There was water coming out of itI don't know how it got full so quick, but it certainly did!! Regards, [redacted] ***

Dear [redacted] We regret to hear your frustration and apologize for any conveniences this may have caused youPlease understand that the parts needed for your repair is currently on back order Once the parts are delivered, the technician will reach out to you to schedule the appointment Unfortunately, CHW nor the technician have control on the parts, as they come from the manufacture 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 claims were responded to accordingly in connection with the established policyIn section Letter F, number 8, we are not liable for repair of conditions caused by ruse or corrosionAdditionally, as indicated in policy section Letter D, number 4, we don’t cover leak detections 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 the claim was not covered per a lack of proper routine maintenance and also we do not cover wire tracing However we do see that you stated you were going to provide a second opinion because you did not agree with our technician.We will wait for your second opinion and then review the claim.Regards,CHW

Dear [redacted] We regret to hear your frustration and your wishes to cancel your policyPlease understand that we are at our peak season, therefore, we are experience higher than holding times.We have sent a request to the Customer Solution’s Department for a specialist to reach out to you in regards of your request Please allow 24-hours for the request to process.Please note that our Customer Solutions Department hours are as follows: ###-###-#### Monday-Friday 9AM to 6PM ESTRegards,CHW

I will accept the $refund for CHW [redacted] ***

Complaint: [redacted] I am rejecting this response because:Choice warranty has given us at least companies to contact several said they no longer accept choice customersAs for access to the air conditioner there is a foot single path the leads from the corner of the front part of the houseAt the time the unit stopped working we were covered by choice home warrantyAlmost weeks went by before I stopped payment due to the fact they could not get anyone out here to attempt to get on the roofWe have had a company taking care of the unit for the past two yearsThey come every months and have never had trouble getting access to the unitOn July 1st I called an independent air conditioner company who had no problem getting access to the roofOn July 2nd a new unit was replaced with no trouble getting access to the unitI was covered by choice home warranty at the time the work was doneNow because I stopped payment because they could not provide any help to usWe spent a week in a hotel then returned home for two weeks in degree weather and choice just keep giving us repair companies to callNot one we come out after the first companieThe guy had his ladder up to the point of access but got into a argument with his boss and spent hours here arguing with his bossHe wanted us to cancel the service call with choice and wanted us to schedule a maintance call with his companyWithout ever getting on the roof to check the unit all he wanted to do was sale us a new unitHis name was [redacted] once he informed me he quit he gave me his personal number and wanted me to call himWhen I contacted his boss [redacted] he informed me they would not be sending anyone outThus began the merry go round of companies choice gave us to call with no results of any repairman coming outNow choice refuses to process our claim because they want paymentWe had coverage at the time we had repairs doneChoice is responsible for this claim as I was covered when I had the repair doneThey did nothing to make sure we got our air fixed for weeks in some of the hottest weeks this year in ArizonaEvery company the provided us with refused to accept the jobIf needed I can provide you with every company who refused to come outof the companies informed me they no longer we're accepting choice clientsI do not anticipate that I will receive a penny toward the cost of the new unit I got even though choice recommend I hire my own company and send them a reimbursement claimThey now claim the reimbursement claim cannot be processed until I make a paymentI was covered at the time of this claimIt took weeks to get this done and had we not hired a company on our own we would still be sitting here in the Arizona heat with a month old baby who walked around with red cheeks from the heatWe were having to give him a bottle of pedilite everyday to keep him hydraytraedWe were spending days at malls visiting friends anything we could to get out of the heatWe were forced to buy fans to try to keep it cool at night so we could sleepWe keep telling choice about the heat problems and they didn't feel the need to rush someone out hereThey don't even know they are giving customers companies to call who no longer accept there clientsWhen I call them they say they cannot discuss my case until I give them a paymentI will not give them another payment until they honor this claim.I can send them a bill but there not going to process it even though I had coverage at the time this beganMaybe if they had someone get on our roof over the weeks it took for my account to become past due I would still be paying on my accountThe bottom line is the need to handle this as I was covered by there warranty at the time I had the work doneThere is no reason choice should not process this claimAccording to [redacted] the first techniation who came out choice will deny the claim any way because they don't cover major repairsThere game is to cover minor repairs and nothing moreAnd that's probably why he wasn't interested in checking my unitAll he wanted to do was sell me a new unit and cut choice warranty out of the processIt's hard to continue to pay money to choice home warranty when they did aboustly nothing to help repair our AC unit for over weeks Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: My point was not the one the business sends meMy point was that the day I placed the call on Saturday, the person that received it stated (and it was not true) that I would get a call in one hour, which never happened, after that when I called I was directed to send them an email and I would have a person there answering in a short time which also did not happened, If I would have had a sincere and truthful answer I would have been able to take previsions, this way, awaiting a solution I had loses, another point is that it is no use for me a days wait when I have the freezer full of food that went badand ultimately on Sunday I went to buy a new refrigerator, because once you are lied upon how can you trust them any more, plus I am single at home and I work all the week dayssory but I cannot accept that answer, more now that with this incident I found out the do not service week ends, and then why I am told on a Saturday that I will have a n one hour response Sorry it is not a good service Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because:I said in the message I bought a new one I did not say it was installed yetIt does take awhile to ship direct from the mfg 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, we do see that the issue with the fan was that it was an improper installation which is not included under our policyPlease see Section FLimitations of Liability # It stated that the install of the dry external ventilator which is located on the roofThe failure was due to excessive moisture as this was the wrong type of fan for this applicationWe do see that you have chosen to cancel the policy with us and you were provided with a pro-rated refund as it is stated in Section L Cancellations CHW provided you back the amount that you were to receive according to the policy The funds are being mailed to you per your request in a check.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] The goal of CHW is to be able to assist all customers and offer peace of mindPlease accept the apologies of CHW if you weren’t able to be put into contact with a manager immediatelyAs the claim was not covered and CHW didn’t seem to meet your needs, they wanted to provide you with a full refundIt has been requested that a manager reach out in an effort to assist youPlease call the customer service team at CHW directly at 1—###-###-#### 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/useragreementA review of the claim shows that it was processed according to the policy Based on the invoice that we received, there was no diagnosis stated as it only showed there was a fan motor and capacitor replacement on the unit Please note, that in addition to not receiving a diagnosis, this repair was done without prior approvalPer our policy, Section Letter C, Number 3, “ We will not reimburse for services performed without prior approval.”We strive to provide the best customer experience, therefore we went outside of our policy guidelines and offered you the reimbursement cost at CHW in the amount $185.Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied Although the service call fee must be paid on every claim that is placed, we waived the $service call fee and increase the reimbursement to $ You accepted this amountPlease allow days for the check to be processed.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

[redacted] We do regret if there was anyone in our company that was rude to you or your wife in any way This is not something that is condoned by CHW and we will review the calls in your claim to see what rep was rude to you.As a good faith offer, we have applied a free month for you Your next billing date will be skipped and then it will continue for the following month.We do thank you for providing this information to us and we will use it to our benefit to improve our customer service.Thank you,CHW

I am rejecting this response because: I purchased a total of three policies and paid for one policy twice The refund the gave was for two of the three policies Still waiting for refund of third policy cancelled which was paid for twice Explain this every time I contact them I am owed $ Regards,

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 claim, we do see that CHW did not cover the AC system due to a lack of proper routine maintenance We do see that CHW has requested that you submit routine maintenance records to us for review and to see if the claim can be overturned however you declined CHW then offered to provide you with a goodwill gesture of $which you declined Lastly, we offered you a full refund of the paid policy which is payments of $($168.75) which you declinedWe are not able to provide any type of coverage for this claim without you providing routine maintenance recordsOur policy states in Section F#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 routine 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 routine maintenance records in reviewing its decision.Please send the records of maintenance to [email protected] and we will have them reviewed If you do not have them, you are welcome to one of the two goodwill gestures that we have offered.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 claims shows that the claim was handled properlyThe diagnosis that was received was that a new dispenser display was needed, which is a part of the ice makerSection Letter D, Number of the policy indicates that the ice maker is not coveredYou were charged the $service call fee as a part of the policySection Letter C, Number indicates that there is a service call fee per claim, which is payable to our approved Service Provider at the time of the visitAs a goodwill gesture, CHW did offer to assist with payment of the non-covered claim, however it was deniedAs requested, the policy has been canceled We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

[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 CHW has been able to assist you in $in authorized claims We do see that the dryer claim was partially covered, CHW assisted with the portion that we would cover by replacing the receptacle and the reassembling of the drumHowever, anything to do with maintenance would not be covered also; anything that has failed due to a foreign object would not be covered.We are happy to assist you with the portion that is covered and look forward to assisting you with your home needsWe do regret your frustration however; CHW is in full compliance with the terms and conditions of our policyRegards,CHW

The refund of $70.00, as promised by Choice, has never been received.Just another example of promises not kept