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 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] ,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 [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] We do apologize for this mistake; we will review the cancellation refund and make sure that this amount is not deducted from your refund If we do see that it has been, we will provide it back to the credit card that you have on filePlease allow our billing department business days to investigateBest regards,CHW

Dear [redacted] In order to validate that it is your unit that is being service or maintained, the maintenance records should include the model/serial numberIn addition to this, you have submitted one record Please note that your unit should be routinely maintained based on your manufacture’s specifications – this suggests that you unit be maintained 1-2x a yearThe outcome of the claim standsWe strive to provide the best customer experience, therefore as a goodwill gesture, we will offer you $to assist you on the non covered claim To accept this offer please contact us directly at ###-###-#### Monday-Friday 9am to 6am ESTRegards,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

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 just want to ensure that I am getting the $and the$service call refunded, and the reimbursement for the heat sequencer of $

[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] ***

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

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, I do see that you have placed a claim for your washer and the technician advised us that the suspension on the unit has rusted This caused the unit to fail Per our policy, Section FLimitations of Liability #states that CHW will not cover failures due to rust or corrosionYou stated in your complaint that you would like a full refund of the policy, we show that you have made payments in the amount of $ We show that CHW has paid out $in your claims We are willing to provide you with a refund of what you have paid into the policy $minus claims paid $and we would refund you $ We would waive the $cancellation fee as well Please note that monthly customers’ are not entitled to a refund because they do pay for each month as it is being used Customers’ that pay for the policy upfront for a year or more, they receive a pro-rated refund of the balance of what they did not use of the years remainingAgain, since you are a monthly customer you have not paid out money for the year, you paid by month but we are willing to cancel your policy as it does have to be a mutual agreement and provide you with a refund of amount paid, minus claims paid.Please contact us and this will be documented in the notations of the claim We will have to require you to sign an agreement because we are assisting to provide you back funds outside the policy guidelinesOnce you send the agreement back to us, we will refund you this amount.We regret your frustration and do urge all customers to read the policy and contact us with any questions.Respectfully,CHW

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]

CHW is currently awaiting the signed agreement that was sent to you via email on August 25, and via US Postal mail on September 14, Once we are in receipt of the signed agreement, the refund will be processed 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]

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

Dear MsG [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 see that you have spoken to one of our managers and have come to a mutual resolution.We do regret your frustration and are happy to hear that we are able to assist with this claimRegards,CHW

[redacted] Please send the records of maintenance to [email protected] and we will review the claim Please note that the technician does not make the determination of the claim, they provide us with the diagnosis and CHW’s authorization department will make the determination.If you would like us to review the claim, we will do so by reviewing the records once they are sentIf you would like a refund, we will be able to provide that to youPlease advise us which route you would like to take.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] Upon review of your claim it appears that the claim was processed in accordance to the terms of the policyThe policy states in section Letter F, Number that CHW doesn’t cover repairs related to rust and corrosionAlso section Letter D, Number excludes water leak from coverageAs explained during the conversation on 6/21/this was understood and once this was repaired a Proof of Repair would be sent in to CHW to have on file to ensure adequate coverage going forwardAn email was received with a second opinion that showed a product called Leak Seal was used to try and stop the leakThis is not the proper way to fix a leak and is a temporary fixIn the interest of customer service a good will payment of $was offered to assist with repairs of 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

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]

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 do show that CHW has assisted you in every claim that you have submitted to us The Air Conditioning Claim was not a covered claim but as a goodwill gesture to assist you with your unit Per our policy, any failures due to rust are a non-covered claim.CHW has gone above and beyond to assist you on a non-covered claim We are not able to provide you with any further assistance with this claim as we did provide the good willThank you,CHW