BASS Services

Upon review of your policy, I do see that CHW has covered all the claims that you had submitted but we are not able to cover the AC unit claim due to the fact that the units failures are not covered under our policy As a good will gesture we would like to add an extra month of coverage to your policy for you We do value you as a customer and hope that you accept our offer.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 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 there was internal failure in the compressor This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor This failure occurred from a lack of proper routine maintenance.Per our policy, Section Letter F, Number 12, CHW is not responsible “ for repairs or failures that result from the Contract holder’s failure to perform or routine maintenance...” Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not in agreeance If you would like to further dispute this claim, you may submit your proper routine maintenance records to [email protected] for review OR you may get a second opinion at your own expense If you choose to get a second opinion, you submit the detailed invoice that shows the diagnosis to the email above for reviewIf the outcome from either the maintenance records or second opinion are different, we would adjust the claim accordinglyWe 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 did not say there was a philip [redacted] working for the business I said the contract I received from Choice Home Warranty had that persons name on it, I have been in contact with this company about my refund to be put back in my account and have not gotten any results, yes you company deducted from my credit card, on April 25,under contract# [redacted] ,again there is no philip [redacted] living at my home address, never heard of him , please resolve this matter asap and refund back into my account 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/useragreementIn review of your policy, you purchased the Total Plan Coverage on June 17, which became effective on July 17, 2017.A review of the claim shows that it was processed according to the policy Based on the diagnosis that we received, it stated that control fan motor seized, the capacitor was weak and the unit was low 1lb of Freon You stated the last time the unit was working properly was July 31, These failures could not develop in the short lifespan of the policy Per our policy, Section Letter F, Number 1, CHW is not responsible for any known or unknown pre-existing conditions.Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel, due to your dissatisfactionYou spoke with our Customer Solution’s Specialist who offered you $of goodwill funds towards the repair You accepted this offer on August 5, Please allow days for the processing time before the check is mailed out.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

I just called Choice Home Warranty 3/1, the person I spoke with name [redacted] who was very nasty to me said that offer is no long good I called them on December 28,and told them I accept their offeron the email I got from them there is not time limit on there what are my options to get them to pay me the money they said they would payI cancelled the contract today and will write a review as to how they treat their customer let me know what I can do to get this issue with Choice Home Warranty resolve

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 was handled properlyBased on the diagnosis that was received from the technician, the claim is not coveredThe failure was a result of damage to the cabinet being dented or damaged and causing a scraping soundThis is not wear and tearSection Letter A, Number of the policy indicates that CHW is responsible for repairs related to wear and tearAs a goodwill gesture, CHW did offer to provide you with $to be used towards the repair of the non-covered claim, however it was declined We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

[redacted] ,The galvanic process is considered to be corrosion, this is where the metal turns green and this spreads without being properly maintained The technician advised us that the unit had failed due to rust and corrosion which is not covered per our policy.Thank you,CHW

Dear [redacted] ,We regret to hear your frustration, however, your customer portal shows no trace of correspondence or a placed claim, nor do we have record of you contacting our call centerIf you would like to place a claim without calling our call center, you can go to:• www.choicehomewarranty.com• Go to Account Center• Enter your email and policy number; hit submit• Locate and click “make a new claim” • Enter and submit the information regarding the failure of your poolIf you would like to speak with a representative, please contact us at ###-###-####; Monday through Friday 8am – 8pm EST, Saturday and Sunday 9am-5:30pm ESTOnce again, we do regret any frustration that you have gone through; we have skipped the last payment for you as a goodwill gestureThere should not be any reason of why you cannot place a 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 www.choicehomewarranty.com/useragreementWe regret to hear your frustration and dissatisfaction with Choice Home Warranty Please 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.As a goodwill gesture we will offer you a full refund We have already authorized $418.66, therefore, we will offer the difference of $ To accept these funds, 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

Complaint: [redacted] I am rejecting this response because: will send 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 we are currently waiting for a technician to provide you serviceWe apologize for the delay, however, there has been a heat wave in your area which has resulted in many technicians working hard to meet our customer’s needsWe will continue to ensure that the customers’ needs are metYou may call the technicians directly to be able to obtain an appointmentIn the event you have questions, please feel free to call our customer service team directly at 1-888-531- We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

[redacted] We do regret that you feel as though “You just don't want to deal with a company that is no Revdex.com rated”, CHW has not purchased into the Revdex.com to be rated as of yet However, we have offered to provide you a refund of the paid policy upon signing an agreement but we are not able to cover a claim for you that isn’t covered under our policyIf you would like to accept our offer of the full refund with the signed agreement, please contact us at ###-###-#### and we will provide you with the refund If you chose not to, there would not be anything more that we can do for this claimThank you, CHW

Dear Mr [redacted] ***,As per the policy, your account is not owed a refund Please review Section LCancellations however as a goodwill gesture, CHW will provide you with the months of payments you made to us We will provide you with a release agreement since the policy has been cancelled and we would have to have you sign this to provide the refund.Please contact us and it will be listed on the notes of the policy to have a release provided to you upon acceptance Thank you,CHW

I do understand your argument about the weather as we are located in NJ as well, the point of the matter is that this unit did not come into the contract in good working condition It is a known or unknown pre-existing condition that CHW does not cover As a courtesy for you, a goodwill gesture we have offered to split the cost of repair for you Please see in our policy Section FLIMITATIONS OF LIABILITY 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 is the reason that we have not offered to cover the entire claim but half Our offer of paying half of the claim still stands if you would like to contact us back We do apologize but this is the offer that we are giving to you as a goodwill gesture, we are not offering to cover the claim as it is not covered under our policy Please note that CHW is not an insurance company, we state this in our policy as well.ACOVERAGE# NOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.Respectfully,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 www.choicehomewarranty.com/useragreement Upon review of your claim it appears that your claim was processed in accordance to the policyThe claim for the garage door opener was placed with CHW on 8/9/At this time, CHW was informed by the customer that the circuit board wasn’t working properly and that an attempt had been made to isolate the issueCHW offered to send out a technician to properly diagnose the problemOn 8/16/a technician was sent to attempt to diagnose the issueIt was at that time the customer advised CHW that the unit had been tampered withThis was based on the feedback provided from the customer to both the technician and CHWIn accordance to the policy section Letter F, Number 8, CHW is not responsible for repairs related to misuse and abuseAlso, section Letter F, Number 11, “We are not responsible for repairs related to inadequacy, lack of capacity, improper installation, mismatched systems, oversized systems, undersized systems, previous repair or design, manufacturer’s defect, and any modification to the system or appliance” CHW apologizes for any rude treatment from any company representativeThis issue will be addressed 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 wishes to cancel your policies with Choice Home Warranty We do apologize if you did not receive the hard copy of your policy; please note that your policies were available online at the account center.In review of your policies, they have been cancelled as of June 1, and your refund is processing.We wish you the best in your endeavors,Regards,CHW

Complaint: [redacted] I am rejecting this response because: In my complaint, it was not just the $administration fee that I was concerned aboutYesterday I received a call from Choice and they agreed to refund me all but month of the service agreement and the $admin feeThey said they would send me an email with this information about the additioal money they will be refunding beyond their first offer of $of the $I had paidThey said I should sign the agreement in the email as soon as received and they will process the refund, but I have not received any such email as of yet Regards, [redacted] , MBA

Dear Ms [redacted] ,We have received payments from you for this policy in the amount of $and then since you disagreed with the outcome of the claim, you chose to stop payment You also disputed that this is a contract in which our policy does state it is Our records show that you disputed the charges and did a chargeback due to the claims that were not covered under our policy Please review Section LCancellations as it will advise you that if you fraudulently stop payment for the policy, your policy will be cancelled by us Also, being a monthly customer, you are not entitled to a refund as you paid for the months that you had the policy CHW does not have the funds any longer, it is now in dispute with your banking center and we are unable to provide you with any funds that we currently do not have or that you are entitled to.We do regret your frustration however there is nothing for us to do at this time considering that you did a chargeback on this account Please contact your bank.CHW

Dear [redacted] Please understand that upon reviewing the policy, if a customer chooses to cancel before days, the administration fee of $would not be chargedDue to your dissatisfaction, CHW will offer you a full refund, by refunding the difference of your pro-rated refund Your pro-rated refund was $266.66, therefore, CHW will offer you $to make your refund fullTo accept this offer, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST.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 [redacted] s 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 claim for the refrigerator, I do see that [redacted] had gone to your home for a diagnosis and also [redacted] And TV services I have read both diagnosis and they both state that a gasket is needed for this unit I do apologize but that is something that CHW does not cover per our policy as we did explain to you on 5/20/Please see Section DCOVERAGEKITCHEN REFRIGERATORNOTE: Must be located in the kitchen.INCLUDED: All components and parts, including integral freezer unit, except:EXCLUDED: Racks - Shelves - Lighting and handles - Freon - Ice makers, ice crushers, beverage dispensers and their respective equipment - Water lines and valve to ice maker - Line restrictions – Leaks of any kind - Interior thermal shells - Freezers which are not an integral part of the refrigerator - Wine coolers or mini refrigerators – Food spoilage – Doors - Door seals and gaskets – Hinges – Glass - Audio/Visual equipment and internet connection components.I do apologize but this is not a covered claim for CHW If you feel as though this is incorrect, you are always welcome to have your own technician come and call us with the diagnosis Our authorization team will take the information and relate it to our policy and see if it is a covered claim Also, I do apologize that the technician advised you falsely that CHW would be offering you a buyout Our technicians do not make the decision if a claim is covered or not They are to give us the diagnosis and that is the end of their involvement unless it is a covered claim, then they are to fix the issue They are not to advise customers of what they “think” should be the outcomePlease accept our apology for any misunderstanding and for any inconvenience that this has caused for you.We do appreciate your feedback as it will help us improve our company to benefit our customers.Best regards,CHW