BASS Services

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

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

Complaint: [redacted] I am rejecting this response because:I would like to address the fact that it is mentioned that you have provided services for me Well actually, they were services that I paid for according to the contract that you sold to meIf you look at my initial complaint, I began by saying that I had positive experiences with CHW in the past I am only addressing this one service call Again, as a customer, it should have been informed by the sales person that I needed to provide documentation for proof of maitainance of equipment, when I request a more expensive service or replacement One of the things that we do agree upon is that your service personnel are not AC technicians and this is why I am disappointed that I was told by a CHW representative, and it was different than what the AC technician told meYou are requesting my documentation, but I would like to request the documentation that you have from the AC technician that came to my house I have concluded that CHW has already decided that it will not repair or contribute towards the replacement of my AC I must admit that I do find in highly disappointingI did not expect this to turn into a "case" where I would have to produce documentation to prove that I needed your servicesAs I said earlier, CHW has several complaints about not fixing AC( I looked online), and I was hoping that this was not the normBut apparently from my experiences, when it comes to CHW and major repairs for AC, it will not happenI just really expected better because of my past positive experiences with you( none of the previous repairs required documentation)But none of them were as expensive as the AC services that I am requesting Unfortunately, I am still without AC, perhaps CHW believes that it is just business, but for me it is the way I am livingAfter all the AC is working in your office and you are quite comfortableContinue to enjoy your summer in your AC Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: it isn't trueI looked myself and don't find any pest debris or indication of having pestsI have someone else coming to look at itHe alsoTells me it is highly unlikely this is the causeThere are other complaints from consumers listed on [redacted] for anyone to readThey have have service techs that serve on their complaint boardThey need to prove to me their findingsI have the picturesI want to know why the service man did not show this to me or tell me about it when he was here Regards, [redacted]

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] 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 [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

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

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.

Complaint: [redacted] I am rejecting this response because:The response from this business is unacceptable. Each AC company I contacted in this emergency situation refused to come to my home once I told them the name of the company. There views were all the same- "Mam- this company will NEVER cover your unit even though you have EVERY year records of the upkeep and maintenance." This company is a scam and if you are smart you will no longer give them your money. Now if you would like to deal with us directly without dealing with this company Home Choice Warranty we will be glad to assist you. I find this outrageous that every company I called had this same response. I would have NEVER taken the time or these measures had I not felt I was treated unfairly and wasted my money on this insane company. Of course this company finds a loophole or anything else they can find to NOT take responsibility for their actions. I paid monthly kept my end of the contract but Home Choice Warranty did NOT!!!! This is wrong to all consumers. Regards, [redacted]

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] ,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: 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

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]

[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]

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

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

Complaint: [redacted] I am rejecting this response because: The owner of the service company Choice Home Warrant hired (1) confirmed Choice Home Warranty REFUSED to replace the board, which they showed the home owner was shorted, but Choice Home Warranty elected to use the least expensive solution and only replace the thermostat The service company Choice Home Warranty hired (2) confirmed failure to replace the board was the DIRECT cause of the heating element to overheat and fail as well as it caused the thermostat to fail once againI have documentation the vent is cleaned yearly by [redacted] *** [redacted] of Tulsa, Oklahoma and the vent was PERFECTLY clean, and it was not the direct cause or even an indirect cause for the failure that Choice Home Warranty is alleging was the cause The contract with Choice Home Warranty and the home owner indicates, "DCovered" Clothes Dryer - INCLUDED: All components and parts, except EXCLUDED: Noise- venting - Lint Screen - Knobs and Dials - Doors - Door Seals - Hinges - Glass - Leveling and Balances - Damage to Clothing Choice Home Warranty failed to fulfill their contractual obligation with the home owner to (1) replace the board which had failed and directly caused failure of a new heating element on a clean vent Choice Home Warranty is incorrectly claiming an exception, which is not applicable When I try and contact Choice Home Warranty you are placed on hold for minutes and transferred to other departments to hold once again in an apparent attempt to get the consumer to get tired of waiting the address the issue themselves so not to fixe the covered item in their contract Regards, [redacted] ***

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] ***