BASS Services

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: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] ***

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] 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

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] [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 [redacted] t A review of the claim indicates is has been processed according to the policyThe claim was placed for the ice maker, which unfortunately, is not a covered item under the terms of the policySection Letter C, Number of the policy states, “Upon request for service, we will contact an authorized Service Provider within two (2) days during business hours and four (4) days on weekends and holidaysThe authorized Service Provider will contact you to schedule a mutually convenient appointment during business hours” Additionally, Section Letter L, Number states, “If canceled after days, you shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $administrative fee and any service costs incurred by Us”As a result, you were refunded in accordance to these terms It is never acceptable for a customer to be treated in a rude manner and should be treated in a very professional and respectable manner at all timesThis issue will be addressed immediately and handled accordingly We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

I made a mistake on this claim, I meant to say : CHW did offer you a full reimbursement due to the emails that you sent to us, we saw how upset you were and wanted to assist It does go against our policy to cover failures that are caused by rust or corrosion This would be the reason for CHW to ask you to sign a release agreement If our company is going to cover a unit that normally would not be covered per the terms of our policy, we would expect the customer to be happy with this resolutionOnce you sign up with our company, you are provided with an email that welcomes you to CHW and it provides you with your new policy number, you then can go online to the customer account center and place that number along with the email address you have and you would be able to see your own policy If you had not received the Welcome email you could have just simply gone online to our website and reviewed the policy that is there for anyone to viewSection FLimitation of Liability #and #state that CHW does not cover failures due to rust or corrosion If the unit has failed due to this reason, it is not covered under our policyWe do regret that you feel that you were lied to or deceived on the contrary it is documented in our policy that we did provide to you days prior to the start date of the policy In the first days you are able to review the policy and if you disagree with the terms and conditions you are able to cancel for a full refundOnce the policy begins, we then believe that you have read the terms and conditions and agree to them.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

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, 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

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

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 CHW has assisted you with $in authorized claims CHW is a Net company, our checks are computer generated and dispensed business days after the authorization of the claim Your authorization date was 6/23/and your check was mailed out on 7/24/15.The amount that was offered to you is based upon a national whole sale average Also, we do not match color, make or model as it does state in our policyWe have paid to you as you stated what you had agreed upon, you should have a check from CHW and we are unable to provide anymore funds towards that unit.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

Complaint: [redacted] I am rejecting this response because: 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 that started on 5/15/15, you stated that your unit stopped working on 5/16/and you placed a claim for it on 5/18/ Per our policy, all units must come into the policy in good working order Your dishwasher had multiple failures and those failures could not have happened within the day of the policy began Those failures would have taken longer than one day to occur Please see the policy Section ACoverage #Are in place and in proper working order on the effective date of this home warranty contractThis contract does not cover any known or unknown pre-existing conditionsIt is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or componentsThis contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,square feet, unless an alternative dwelling type (i.eabove 5,square feet or multi-unit home) is applied, and appropriate fee is paidCoverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homesThis contract describes the basic coverage and options availableCoverage is subject to limitations and conditions specified in this contractPlease read your contract carefullyNOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.I do apologize that this claim was not covered but our policy is very clear and states that we will not cover any known or unknown pre-existing issuesPlease see Section FLIMITATIONS OF LIABILITYThe 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.Please contact our cancellations department if you would like to cancel the policy that you have purchased with us We do not want to lose you as a customer but we do have to abide by our policy I have mailed you another copy and emailed you one as well

[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: For one thing, I had to remind them of the original refund amount offered or they would not have paid that In reality should have been half of my premiumAll I know as a result of recent repairs added to my expense, I am out $in repairs and premiums with NO money from CHW I understand certain limitations of the claims, but I would expect some compensation I would hope the Revdex.com will step up and acknowledge this in their ratings I know in frustration I cancelled my policy, due to their nonpayment and lack of service, but I still think they should man up and compensate me part of my expenses After all I took them on good faith to help me out after I bought the policy I know after reading about other complaints this company has a history of taking your money and refusing to service their accounts I have Homeowner Association Meetings for the state of Alabama coming up and one of the topics is Home Warranties We will be asked to speak about our experiences and our recommendations Of course I will have to be honest with full disclosure about what I know and any of my other friends experiences Revdex.com please examine this case closely and make your ratings wisely Regards, [redacted] ***

[redacted] ***,I do believe that this has been resolved; please contact [redacted] *, if not.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 with the policy section Letter D, Number in which states that drain pans are not coveredThe technician provided a diagnosis that the drain pan was cracked and needed to be replacedAlthough you were able to obtain another diagnosis and have the issue corrected at your expense, there is nothing CHW can do as you canceled the policyThere is nothing that is done on canceled policyThe option would have been to have a second opinion and have that technician submit the information to CHW 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