BASS Services

Dear [redacted] ,We do regret your frustration however you did go through our reimbursement process and we are providing you with a check in the amount of $as explained to you Our checks have a processing period that take business days from the date that it was authorized in our system, the same date that you had accepted the amount This check will be sent to you business days from 1/15/ You should be receiving the check very shortly.Thank you for providing us with the information about the technician that was dispatched to your home We appreciate all feedback and we will advise the Territory Managers to speak to the vendor and verify that they do not want to work with our company We do apologize that a vendor would state such things to the customer.We are not able to provide you with or free months but as a goodwill gesture, I have authorized one month free onto your policy Your date to be charged for the policy is the 15th of each month, this month of February has been paid in the amount of $and we will skip the month of March for you.We do regret that you feel as though we are a scam since we have assisted you in previous claims that amount over $ We also look forward to assisting you on future claimsThank you,CHW

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

Complaint: [redacted] I am rejecting this response because: accordingly to information provided by choice home warranty the amount paid for claims during the current police period was $Subtracting that amount, the $administration fee and $for the months of the policy used prior to cancelation from the $I paid for the year policy leaves $that should be returned to meI broke the calculation down this way in the original complaintIf Choice home warranty is showing a different amount for claims paid between May - July please have them provide the details Regards, [redacted]

[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

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,

[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

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

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 on 4/25/16, up placed a claim for your AC System Per the technician’s diagnosis he did not find a leak in the indoor coil, he did however find one in the outdoor coil which needed to have the leak in the heat pump valvesPer our technician Section DCoverage #states that CHW does not cover failures due to valvesWe 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] 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

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/useragreement A review of the claim shows it was handled in accordance with the policyThe internal wiring failed on the compressor due to lack of proper routine maintenanceThere was a buildup of dirt and debris, which also resulted in overheatingSection 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 replacement”It appears that you were in search of a detailed diagnosis which is not provided by CHWThat is information that should be obtained directly from the technicianThe notes on the account indicated in 8/you were informed that although CHW doesn’t require maintenance records, you were invited to submit the maintenance records to have the claim reviewed and CHW was advised that would be doneThis information is not submitted via the technician, but you can submit the information to [email protected] and be sure to include the claim number on all correspondenceThe information has not been receivedYou were also informed that you may obtain a second opinion at your expense and that technician could reach out to CHW, however, that wasn’t doneThe last exchange regarding this claim is when you advised that CHW should expect to hear from the attorney 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 diagnosis that we received, it stated that the condensing coil was leaking which was caused by 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 $towards the repair You accepted this offerWe 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: I requested a different technician on three different occasionsI knew the technician was not qualified and was unprofessionalChoice Home WRranty failed to secure a licensed technician and therefore they owe me for the mistake of the technician they forced me to use 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] A review of the claim shows that the claim was handled properly and in accordance with the policyThere was a claim placed for the air conditioning unit on 12/2/in which the unit wasn’t coming onCHW offered partial coverage based on the diagnosis that was receivedThe condenser capacitor failed causing secondary damages to the condenser fan motor which was considered secondary damages and in accordance with Section Letter F, Number 19, secondary damages aren’t coveredAdditionally, Section Letter F, Number indicates that CHW is not responsible for repairs related to known or unknown preexisting conditionsHowever, as a goodwill gesture and to assist with repairs, CHW has agreed to pay $189, which was accepted for the non-covered 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 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] ***

Complaint: [redacted] I am rejecting this response because: its truly unfortunate that all items which were brought up in the complaint were not addressed in the response - including the less than favorable exchange between myself and the manager with the masters degreeAdditionally, I find Choice Home Warranty as extremely deceptive since at the time of contract - the agent stated that Choice Home Warranty has one of the most comprehensive coverages in the Home Warranty industryFurthermore, this same sentiment is expressed repeatedly while on hold for over minutes when waiting to speak with an agentI find there to be a complete disconnect between that which is agreed to at the time of contract and that which is included /excluded in the actual contractIn fact, the number of exclusions outweigh the inclusions foldThe abrasive attitude of the agents most certainly leaves a great deal to be desired as wellThis matter will also be brought to the attention of Texas Real Estate Commission, the entity which governs home warranty companies - including deceptive practices Regards, [redacted]

Dear [redacted] , Per our policy, Section Letter F#states: “We have the sole right to determine whether a covered system or appliance will be repaired or replacedWe are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color.” Since you chose not to accept the offer that we were going to provide you with, we provided you with the funds that we would have paid for the unitThis is stated in Section Letter F# “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.” We do see that the funds have been authorized for you, if you do not wish to accept the funds, you can send the check back and we can authorize the unit that we had offered CHW is offering one of the two options, the check or the unit that we chose as stated above 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] t A review of the claim shows that the claim has been processed according to the policyThe diagnosis that was received by the technician was that the system had an internal failure of the compressorThis is caused from excessive overheating and is a lack of proper routine maintenanceSection Letter F, Number 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 replacement” CHW doesn’t require that maintenance records are providing, however, you are invited to submit them for a review of the claimYou didn’t send in maintenance records but instead an invoice dated 4/5/that shows there was a replacement of capacitatorsThere were also documents that were submitted that were invoices as wellYou can find the specific routine maintenance in the manufacturer’s literatureYou are a valued customer and CHW offered to provide you with a $goodwill payment to assist with the non-covered claim but you declinedIf you would like to receive this, please call the CHW customer service team 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 www.choicehomewarranty.com/useragreementDear MrTony Matthews,A review of the claim shows that it was processed according to the policyThe diagnosis that was received stated that the rust and corrosion caused the hot water heater to fail Per our policy Section Letter D, Number 6, it states that we do not cover the “ Main, Holding or storage tanks ” Our SrClaims Specialist advised you about the outcome of the claim, in which you were not in agreeance with We strive to provide the best customer experience, therefore we offered you funds as goodwill gesture to assist you on the non-covered claim You declined this offer.At this time, the offer of the goodwill funds to assist you, still stands.If you would like to accept this offer, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday and SundayWe do regret your frustration; however CHW is in full compliance with the terms and conditions of our policyRegards,CHW

Complaint: [redacted] I am rejecting this response because:My washer doesnt have rust and corrosion Anyways I want a full refund Your company is a scam Regards, [redacted]