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 the claim it appears that your claim was processed in accordance to the policy section Letter d, Numberin which door bells are excluded in the policy 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: it was not my responsibility to get approval before the unlicensed contractor touched anythingit should be up to choice home warranty to make it known to any and all contractors contracted throu choice home warranty that prior approval is requiredI feel choice home warranty keeps putting this back on me when they are the ones who sent out an unlicensed "contractor" and someone who does not specialize in the air conditioning fieldI did notify and make choice home warranty fully aware, the following day, of the events that took placeI am just trying to get what the contract states, my air conditioning fixedI know others who had choice home warranty and when their air conditioning went out choice did not and would not cover their claim eitherthey cancelled their policy instead of fight for what is right Regards, [redacted]

Dear [redacted] We regret to hear your frustration Please be advised that we did not receive the signed transfer form that is needed in order to transfer this policy to your name Therefore, all of the information we currently have is the previous owner’s informationOur records show that we did email the transfer form to the previous home owner on 9/20/ To expedite the transfer to your name, please contact the previous home owner as we must receive the signed transfer form in order to proceedRegards,CHW

When a claim is placed, CHW will ensure the claim is assigned and both an automated call from CHW as well as an email to the address on file are sent outThis provides the assigned technicians name and telephone numberPlease accept the apologies of CHW if you didn’t receive either the call or emailCHW did send the information regarding the reimbursement procedures that have been established Furthermore, the check for $was mailed, however, records indicate that the check has not been cashedIt was mailed to the address on fileIf there check is not received within business days, a new check will be sent CHW regrets the loss of any valued customers, however, if you would like to cancel please call ###-###-#### to have this request handled Regards, CHW

Dear [redacted] , We regret to hear your frustration and dissatisfaction In regards to your Water Heater Claim# [redacted] :The diagnosis that we received stated that the tank was leaking and that it was a low boy water heaterPer our policy, Section Letter D, Number 6, CHW does not cover the “ Main, Holding or storage tanks Low boy and/or Squat water heaters ” Due to your dissatisfaction, as a goodwill gesture, CHW covered the claim for youIn regards to your Plumbing System/AC Claim# [redacted] / [redacted] The plumber did request that a HVAC technician be brought to the home to diagnosis the issue Please note that the repair that was made to the AC unit did resolve leaking issueIn regards to your Plumbing System Claim# [redacted] Please be advised that you that as a goodwill gesture, we approved the reimbursement of $– however, you cancelled your policy before the check was mailed out; please note that goodwill checks do not mail out on cancelled policiesPer your request, as of 9/24/2017, CHW did cancel your policies and your pro-rated refunds are currently process and will be sent back to the credit card that we had on fileIf you have further questions or concerns about your specific refunds, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM to speak with an Escalations Manager.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: It still frustrates me that they are still claiming a crack that does not exist but hey this is the easy way out It is also funny that their first paragraph mentions customer service If that was so important to them why did it have to take a complaint to the Revdex.com to figure out a solution This is not a company I want to work with in the future Lets hope my home stays together in the next months so I don't have to worry about filing another claim with them I seriously think the main goal of the claims group is to find any reason to deny the claim, even if they have to make up something like cracks in a picture that don't exist Two professionals that had hands on couldn't find cracks only stains that may look like cracks to someone that probably gets a bonus for calling it a crack and denying the claim.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:they were totally misleading the consumer who was not made aware of being penalized for the work that had already been performed totally unfair and unacceptable as well Regards, [redacted] ***

Dear [redacted] , We do see that CHW did provide a refund to your policy on 5/31/16 in the amount of $40.00. The credit card ending in ***. Please contact us with any questions or concerns. Thank you, CHW

We do apologize for the frustration of this claim, this electrical shortage that you had in your refrigerator is not a wear and tear of the unitPer our policy we only cover wear and tear and an electrical shortage is not a wear or tear that happens to units.ACOVERAGE Become inoperative due to wear and tearWe do apologize again but we are not able to cover this claim We do appreciate your feedback as it helps us improve our customer serviceRespectfully,CHW

We are very sorry that you disagree with our policy, I do see that you have cancelled your policy with us and we gave you a goodwill gesture of a month payment back in the amount of $40.41. CHW normally does not offer money back for any monthly customer if they chose to cancel their policy with us. Our roof coverage is as stated in our policy as Limited Roof Leak coverage, we would not cover the amount that you had covered. Also, your AC claim was not a covered claim again, due to the policy restrictions. We do not cover rust or corrosion, if you are in Houston or anywhere else in the world. Rust or corrosion are not covered in our policy.We are sorry that you did cancel your policy and we wish you the best of luck with your future home warranties. Regards,CHW

Dear [redacted] We regret to hear frustration and apologize for the inconvenience Your claim has been dispatched out to all of the available technicians in the area again Please note that if you do not want to wait for a technician, your other option is to go through the reimbursement processRegards, CHW

Complaint: [redacted] I am rejecting this response because: The sales pitch put forth during the purchasing of the warranty is just so dishonest I do know that your clever tactics are not inline with what I expect from a company Ask the most basic question here, why would a customer willing pay over $a year for home warranty coverage plus the svc call deductible for major appliances which 90% of the operating apparatus is not covered (due to it being on the exclusion list) We were able to verify receipt of the actual warranty policy see attached email 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 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 not satisfied We strive to provide the best customer experience, therefore as a goodwill gesture, we offered you $to assist you on the non-covered claim You decline this offer and requested to cancel We regret to hear your wish to cancel If you would like to cancel your policy, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST.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 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

Complaint: [redacted] I am rejecting this response because:The technician stated a very different story I am not challenging the denial, I am asking for the text of the original technicians report that was read to me over the phone 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 dryer was a claim that CHW provided you funds towards a new unit We do see that it was originally a repair but the technician was not able to repair the unit properlyWe spoke with you on 4/4/and advised you that you will receive a check from us in the amount of $which you agreed to.We do apologize for the technician not being able to repair the unit to the way it was, but we are happy to be able to provide you with a resolution and funds towards a new unit.We 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: The written report provided by the technician assigned by Choice Home Warranty did not identify any of the problems specified by the company as cause for denialI provided my copy of that report to CHWIn addition, I provided a copy of the pre-sale inspection of the system which also did not identify any existing problems with the system nor identify any maintenance issuesFinally, the company changed their reason for denying my claim times, each time selecting a different reasonThe first was that the compressor was shortedThe report of their technician did not make this statementThe second was that it was poor maintenance but they did not accept the pre-sale inspection not the report of their technician's report to the contraryThe third was that it was an act of godAt that point they offered a return of my premium.I have not accepted that offerThe problem was the compressor failed (technicians words were "Compressor Shot" not shorted)I expect that they should provide the cost of a compressor and installation, and nothing less Regards, [redacted] ***

It is not tankless water heater. It's a dual purpose systm used for heating home. They didn't fix the electrical circuit breaker issue too.

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 our web site at [redacted] Upon review of your policy that began with us on 5/19/16, we see that you placed a claim that same day The technician that came out to your home advised us that this was wear and tear however per our policy, Section ACoverage #states that all units must be in proper working order on the start date of the policy Also, per Section FLimitations of Liability #states that CHW does not cover failures that are due to a known or unknown pre-existing issue This failure was wear and tear which happened over a long amount of time, it did not happen within the same day of the policy beginning and therefore would not be covered under our policyWe do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy Regards, CHW