BASS Services

Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

Dear [redacted] ,Please be advised that our Consumer Advocates have emailed you the paperwork to process your cancellation and process your full refund Please refer to your email and follow the instructions as statedRegards,CHW

[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] All of our information was sent to you upon your start date as wellYou did receive a hard copy and an email with the policy’s terms and conditions.Upon review of this claim, I do see that the technician stated that the unit was missing a part the High side port was missing Schrader core, he went on to state that the unit fires up but doesn’t hold on and this is why Technician stated someone had tampered with the unitOn 8/20/15, 8/21/& 8/24/CHW spoke with you several times and explained to you what the failure was accord to the technicianOn 8/21/15, you chose to cancel the policy and as a good will offer, despite that CHW had paid out $1302.25, we provided you with a FULL REFUND of $1080.00.We advised you on 8/24/15, that we would not be able to assist you with this claim as you received a full refund and no longer are our customer for this policy.CHW was not obligated to refund you the entirety of the policy, as per section LCancellations We were to provide you with a prorated refund and charge you with an administrative fee of $ This would have made the amount a negative and you would have owed CHW.We do apologize for any frustration with this claim, if you had a second opinion before you cancelled your policy, CHW would have been happy to review the claim Considering that we provided back all funds to you and we paid out on your policy, CHW will not be able to assist at all with this policy or claim.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 Best 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] We do regret that you feel as though this was the order in which this happened Our records show that you were provided with a reimbursement form on 2/6/16, per your conversation with our customer service rep, they advised you that once you have a technician that is going to come to your home, you must have authorization before any work is completed CHW does have to provide you with an authorization number in order to have the work completedWe spoke to the technician and he advised us of the failures that your unit had and the outcome was the unit had an issue with the inducer motor, there was a mechanical failure and it needed to be replaced It was also stated that this failure takes time to occur, you policy with us started on 1/30/and the next day you placed this claimWe do show that the same day that the technician contacted us, we did speak to you and advised you that this would not be a covered claim however, as a goodwill gesture we did offer you a goodwill towards the cost of the repair in the amount of $We will be happy to provide you with a goodwill gesture of the $, if you would rather cancel your policy with us we would be able to refund you the amount that you had paid for the policy to date which is $Per our policy’s terms and conditions, we are unable to provide full coverage for a claim that would not be covered We do urge all customers to review the policy and always feel free to contact us with any questions or concerns.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] A review of the claim shows that the claim has been approved. You will need to work with [redacted] to schedule the appointment. CHW did reach out to [redacted] and was notified that the parts still hadn’t arrived on 8/30/16. If there are issues with the technician not completing the job, another technician can be scheduled, however, the part needs to be secured from ***. CHW thanks you for the valuable feedback regarding the technician. We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy. Regards, CHW

Dear Ms [redacted] ,We do see that the check was received and cashed when we last checked on 7/31/ Kindly confirm receipt.Thank you,CHW

Dear Mr***,The only other name that we have in this system for being the owner of the policy was the same last name as your but the first name was for a *** This policy has had several claims that CHW has covered and in reviewing the claim that you placed for the AC System, the invoices that you provided to us showed that the unit lacked Freon before the policy began; this shows that there was an issue with the unit However, we do see that the systems failures are due to a lack of proper routine maintenanceThe records that were provided to us do not show that they are for cleaning of a condensing coil without the serial number of the unit that it was being cleaned.Per the technician, the unit’s evaporator coils inside the air handler was smashed from previous cleaning job The condensing coils were severely deteriorated and falling apart which was also where the leak was coming from Per our policy, we not only do not cover a lack of proper routine maintenance but we do not cover failures that are caused by rust or corrosion The leak stemmed from the severe deteriorated parts that caused this unit to fail, although this is a lack of proper routine maintenance and we do not see that there was proper maintenance done, the fact that the unit failed to a non-covered portion of our policy Section Limitations of Liability #1; we would not provide coverage for this claim.Since you disagree with the outcome of the claim, hence the policy we are offering to provide you back one month of the payment that you paid to us and we would cancel the policy.If this is something that you are interested in, please contact us and we will have this goodwill gesture documented so that the customer service could provide the proper paperwork to you.Thank you,CHW

Dear [redacted] ***,We regret to hear your frustration and dissatisfaction with CHWIf you would like to cancel you policy, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM ESTPlease see our policy Section Letter L of Cancellations in regards to our refund policyThis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturerThis is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty You may cancel within the first days of the order date for a refund of the paid contract fees, less a $administrative fee and any service costs incurred by UsThis contract shall be non-cancelable by Us except for:Nonpayment of contract fees;Nonpayment of Service Fee, as stated in Section III;Fraud or misrepresentation of facts material by You to the issuance of this contract;Mutual agreement of Us and YouIf 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 All cancellation requests must be submitted in writing.Regards,CHW

I do apologize about the experience that you had with CHW Please rest assured that your policy has been cancelled and the email did go out to you on 4/20/along with the full refund back to your credit card You should see this credit within 5-days I have copy and pasted the email for you.Date: 04/20/15Sender: Subject: YOUR CHOICE HOME WARRANTY HAS BEEN CANCELLED Body: POLICY #: [redacted] Dear [redacted] ***,Please be advised that your Choice Home Warranty policy covering the property located at [redacted] has been cancelled in accordance with the User Agreement located a www.ChoiceHomeWarranty.comAn applicable credit of fees associated in Section XI of the User Agreement will be issued to you within 15-days.Keep in mind; when your Choice Home Warranty account is cancelled, you will be responsible for all repair costs that ariseTo reinstate your service, please contact our customer service department toll free at 1- [redacted] Thank you for allowing us to assist you.Sincerely,The CHW Team Best 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 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

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

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] ***

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

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 http://www.choicehomewarranty.com/user_agreement.php Upon review of your policy we do see that CHW has been able to assist you on multiple repairs for your home, unfortunately the claim that you placed for your refrigerator is not a covered claim due to the fact that CHW does not cover repairs that are secondary damage The control board failed on the relays to the compressor due to a burnout on the back of the unit This happened due to the compressor overworking and over amping, when the defrost controls were faulty and the compressor was overworking this caused the board to fail Per our policy Section FLimitations of Liability #states that CHW is not responsible for repairs related to secondary damage Your one part of the system had failed due to another part failing Had the unit been properly cleaned, maintained or maintained this would not have happenedWe do regret your frustration with this claim however CHW is in full compliance with our terms and conditions of our policy.Best regards,CHW

Complaint: [redacted] I am rejecting this response because: I believe that CHW causes more frustration that they should haveWhen I was offered money for my dishwasher and I declined it was not made aware that a third tech had to inspect my unitIt was told to me that CHW would contact [redacted] and have them order the partsCHW is giving me the runaround and now, I have no guarantee that after the tech visit tomorrow that my claim will be approvedBased on what I'm seeing on the Revdex.com and my interactions with CHW my claim will be deniedThis company is a fraud 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 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] ***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 breaker in the disconnect failed and needed to be replaced.Per our policy, Section Letter D, Number 7, CHW does not cover disconnects/sub-panels.Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were you were not satisfiedWe strive to provide the best customer experience, therefore, as a goodwill gesture we have added a onetime free service call fee for your next claim.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: I have a preventive maintenance program in placed since I have bought the house and at the beginning of my home warranty contractThey are just using this as an excuse not to cover their servicePlus the technicians they send out are not the upmost professional people and probably don't even hold an EPA license to do their jobsI believe this home warranty company needs to do a better job in screening who they hire to do their serviceI will not be doing business with any more home warranty companies they all are a scam Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: Because I suffer mental distress days of runningwater caused lots of water bill .Not able to work for hours and spend hours trying to get in touch with a center manager and choice home had different disrespectful employee being disrespectful and liedwhen they were on a recorded line and refuse to have a heigher ups info .total 3/4hours of mental distressed trying to call chw,water bila for running water for days and offering next visit is not acceptable Regards, [redacted]