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] 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 [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 am willing to accept $minus the $service fee, a total of $ Regards, [redacted]

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

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

Complaint: [redacted] I am rejecting this response because: Thanks for your follow upI rejected the offer of $form Choice home warranty because frankly I find it insultingThe cost of replacement is approximately $10,I would accept at least half of that amount if they feel that they do not want to cover the full cost.They are so dishonest with their customers, when they want you to sign up they promise the worldThey make excuses to replace itemsPeace, [redacted] Regards, [redacted]

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

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: 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]

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]

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

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

[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

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

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

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]

[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

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 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