BASS Services

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: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: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]

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] ***

CHW has been attempting to work with you on the resolution of this claimA message was left days ago by a supervisor to please call CHW at [redacted] to discuss the claim 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 your claim was processed in accordance to the policySection Letter D, Number indicates that leak detection tests are not coveredSection Letter F, number states that rust and corrosion are not covered and section Letter F, Number states that secondary damages are not coveredFreon is not covered, however, as it was minimal amount of Freon it was covered as a goodwill gesture in the previous claimAs the issue wasn’t corrected it caused the Freon to leak out a second time, this is secondary and is not covered We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

[redacted] ***,I do believe that this has been resolved; please contact [redacted] *, if not.Thank you,CHW

Dear Mr [redacted] ,Please review the policy Section BCOVERAGE PERIOD below to answer your question in reference to the start date of the policy and the payments that were to be made.“Coverage starts days after acceptance of application by Us and receipt of applicable contract fees and continues for days from that dateYour coverage may begin before days if We receive proof of prior coverage, showing no lapse of coverage, through another carrier within days of the order date.”The date that you purchased the policy was on 8/1/16, therefore your policy began on 9/1/16, and you placed a claim on 9/5/for your Air Conditioning System and a second one on 9/8/for the plumbing however that was cancelled due to the fact that you cancelled your policy.We do see that you are receiving a refund per the terms of our policy, Section LCancellations and you will be receiving a total of $592.82.We do understand your frustration however, please review Section ACoverage #that states that all units must enter the policy in proper working order as well as section F#that states we do not cover failures that are pre-existing the start date of the policyThe failures that you had in the unit started before the policy began.Your refund will be placed back onto the credit card that you used upon signing up with us and it will be completed in 7-business days.Thank you,CHW

[redacted] ,Per the conversation that we have had with our inside technician's which [redacted] is not, this failure could not have happened within the amount of time you had your policy CHW had offered you a full refund for your policy since you disagreed with our decision and hence our policy but you had declined.There would not be anything further we could do for you at this time.Thank you,CHW

Complaint: [redacted] I am rejecting this response because: We have proof from a certified plumber that the drain valve was NOT the reason that the water heater was not workingThe flooding was caused by the water heater going out, unable to hold waterAgain, Choice Home Warranty has refused to look at our plumber's paperwork stating the reason the water heater was leakingThis claim was not processed correctly Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:My complain is not just about the policyIt look like CHW did not read very well my complaint.Even if they are right in regard the policy, my complaint was also related with your irresponsibility because you wait weeks to tell my claim was not going to be coverYou wait until the day the heater company was supposed on 10/30/to do service to notify them you resolution even when the diagnostic was made on 10/21/If we were having weather conditions I was making complaint, but I was waiting for you to fix my problem for weeks with my house very coldYou should tell me since I call you the first time on 10/17/and I explain you I was having gas leaking, you can hear if a record of your phone callsOr should notify as soon you received the diagnostic on 10/21/17.This complaint is not just about my coverage, but also related with your disrespect and your irresponsible business practiceOf course you offered $100, but that is not enough compensation for your irresponsibility, taking in consideration that I paid for the diagnostic just for nothing, also while I was waiting (more than the period of time you mention hour to days) I had to buy electric heater.I haven't review the policy very well yet, but I will do that because I do not trust CHW at all Regards, [redacted]

Dear [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 www.choicehomewarranty.com/useragreementCHW does not condone any rude behavior and apologize for any inconveniences this may have caused you We strive to better our business practices therefore we have forwarded your feedback to the Quality Assurance Director who will handle accordinglyA review of the claim shows that it was processed according to the policy Based on the diagnosis that we received, it stated that the system was low on Freon Your system being low on Freon indicates that there is a leak somewhere in the system When the leak is not visible, a technician must perform a leak test A leak test would determine the location and cause of the leak, and in addition, the technician would take pictures of the location of the leak, the indoor and outdoor coils, and the model and serial number of the unit Per our policy, Section Letter D, Number 4, we do not cover leak test.Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you agreed for the technician to perform the leak testBased on the leak test results, it showed that the service valves leaked out the Freon We covered the repair of the service valve, however, due to the service valve causing the Freon to leak, CHW is not liable for the replacement of the FreonPer our policy, Section Letter F, Number CHW is not liable for repairs related to “ secondary damage ”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 Air Conditioning System was not covered due to a lack of proper routine maintenance We do not see any other indication that there was any other reasoning as to the failure that was documented.Per the technician’s notations he stated that there was an internal mechanical failure and the compressor is over AMPing, this caused the unit to fail When you had spoken to our customer service rep, you advised him that the unit stopped working due to a lizard going into the compressor We then advised you that if that was the case then it would not be covered because we do not cover pest damageWe received what you stated was a maintenance record which was not and was a maintenance record it was an inspection report Inspection reports do not show if the levels of the unit are accurate or if the unit is in proper working order, they show if the unit turns on and off This would not be a record of maintenance.We also see that our manager offered to assist with a part of the claim and you declined, advising us that you will not settle for anything less than a covered claim Therefore we did not provide the goodwill gesture for you.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policyRegards,CHW

Choice Home Warranty provides our customers days prior to the coverage start date to review the policy that they have purchased If the customer does not agree with the policy or terms of the contract they are able to receive a full refund of their monies paid Our policy is also online for anyone to view, non-customers or customers.We regret your frustration with the policy however, CHW is in full compliance with our terms and conditions.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 your claim has been handled in accordance with the policyWhen placing the claim it was indicated the last day the claim was working was on the effective date of the policyAdditionally, the control board and panel are items that take time to fail and isn’t something that would happen on the date of the policyAs such in accordance to the policy section Letter F, Number 1, which states the following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions, this claim will remain non-covered We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear [redacted] ***, We regret to hear your frustration, however, please understand that your system failed due to a severe lack of proper routine maintenance. This claim is not covered, per our policy, Section Letter F, Number 12. We have offered you funds in the amount of $250 of goodwill funds to only assist you on the non-covered claim. The offer of these funds does not overturn the outcome of the claim. If you would like to accept these funds, please speak with a Senior Claims Specialist directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm EST.Regards,CHW

Complaint: [redacted] I am rejecting this response because: I am willing to accept $minus the $service fee, a total of $ Regards, [redacted]

[redacted] , As we explained to you via email and through the Revdex.com, we would not have provided you with the unit had you not agreed on 11/21/We have it documented in our notes in the system that a call was received by us from you or your spouse at 5:17pm stating that they agreed to this unitYou are more than welcome to have the unit changed to whatever you would like it to be but CHW did receive a conformation that you did accept this one and that is why it has been installedThank you, CHW

Dear [redacted] ,We regret to hear your frustration, however, our policy does state that we are not responsible for any service provider’s negligence CHW did dispatch the technician to your home, however, the technician is responsible for all damages, negligence, or any improper repairs or installations that were made to the unit We do encourage you to contact the technician to dispute the installationRegardsCHW

Per the conversation you had with the representative when you called CHW, the claim has been approvedPlease call the customer service team directly if you have any questions at ###-###-####Regards,CHW