BASS Services

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

CHW has tried to have the technician’s that have come out to your home fix the unit as you had requested The boards that they have installed did not work properly and would not fix the unit that you currently have We did advise you that if the unit did not work properly after the new board was in place, that CHW would not be responsible for the repairs As a good faith effort to assist you with this unit, CHW offered to provide you with funds in lieu of the repair of the unitPlease see Section FLimitations of Liability # We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (which at times may be less than retail) to repair or replace any covered system, component or appliance.CHW has assisted you on previous claims and we do look forward to assisting you on future claims as well We are following the guidelines of our policy as stated CHW is in full compliance of 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 assetWe 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 purchaseIt may also be found on our web site at [redacted] Upon review of your claim, we do see that you stated that the water heater was leaking from the bottom of the unitPer the diagnosis that we received, the technician stated that the unit had a bad thermal expansion valve and the tank itself was in need of replacementPer our policy, Section DCoverage # Thermal expansion valves are not a covered item as well as the actual tankBeing that the tank itself was in need of replacement caused this claim not to be coveredCHW covers the heating elements that make the water hot; we do not cover the tank due to it being a holding vessel for the water We do see that the other claims that you have placed with us, we were able to assist you on them however we do regret that this claim in not covered per 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 the inverter board needed to be replaced and the condenser coil needed to be cleanPlease understand that when the coils are clogged, it will cause the system to over amp and overheat This will also cause the unit not to cool properly The uncleaned coils caused the inverter board to overheat and fail Per our policy, Section Letter F, Number 12, “We will not pay 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 satisfied We strive to provide the best customer experience, therefore we offered you funds in the amount of $as a goodwill gesture to assist on the non-covered claim, however, you declined and requested to cancel your policyYou spoke with our Customer Solution Specialist who also offered $to assist, however you declined as you insisted on cancelling your policyPlease note, that you disconnected the call with our representative, therefore we were unable to process cancelling your policyIf you would like to move forward with cancelling your policy, please contact the Customer Solutions Department at [redacted] Monday-Friday 9am-6pm EST to complete your requestWe 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: Because I did not understand the roofing claims and the water faucet leakThe explanation that was given wasn't clear and even the technicians saw the frustrationsOne technician had even stated that he had been on many claims that Choice didn't cover and there were a lot of unhappy and upset customersYou keep referring to a contract and the sections which things aren't coveredbut it seems as if NOTHING is covered and you all are just taking people moneyThe customer service is also TERRIBLEthe reps don't listen and they cut your conversation off just to read straight from a manual on the rules or policiesthere are no efforts on trouble shooting the situationsI have a large influence in the Metro Atlanta real estate market and I will be sure to inform homeowners and investors of the poor customer service and lack of warranty performance that Choice offersAs well as the type of technicians that are sent to the homes to do the workONE BIG RIP OFF! Worst Warranty Company I have ever used! [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] t Upon review of your claims it appears that the claim regarding your pool spa has been approvedThe claim for your washer wasn’t covered in accordance with the policy guidelines section Letter F, Number in which secondary damages are not coveredThe initial cause of your problem is the broken door latch and door latches are not covered in accordance to policy section Letter D, Number 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: This is the very same explanation I have received since October All the explanation does is postpone my next complaint when the check still does not arrive In the mean time I sit on my hands That is not acceptable Also, the time CHW wants me to wait for a simple check mailing is unreasonable and demonstrates how insincere CHW is If they truly wanted to resolve the complaint, CHW would have replied that a check was being sent by overnight mail My opinion is that CHW has no intention of paying I want to have my complaint be available for others to read when going to Revdex.com for help in deciding on a home warranty company in general and CHW in particular 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 policyThe diagnosis that was received stated that the gas valve failed and needed to be replacedYour system’s model and serial number confirms that your unit is still under the unit’s manufacturer’s warranty Per our policy Section Letter F, Number 15, states that we do not cover “items while still under an existing manufacturers, distributors, or in-home warranty.” Our SrClaims Specialist advised you about the outcome of the claim and as a goodwill gesture, offered to cover the repair for your unit You accepted this offerYou were not content with the time it took the technician to receive the part, so you opted to hire your own technicianIn a recent review of your claim, we have received the diagnosis and paid invoice from your technicianAs a goodwill gesture, we would like to offer you the amount of $towards this repair and in addition, we will add a one-time free service call fee to your policyIf you would like to accept this offer, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday and Sunday 9am-5:30pm ESTRegards, CHW

The fact remains that the whole purpose and intent of the contact with CHW was to protect homeowner from incurring expenses such as thisAdditionally, the fact remains that the property and the warranty were purchased at the same time with the sole purpose of providing the homeowner with the assurance that IF a covered piece of equipment failed, the warranty would help with the expensesIn this case, there is no way for either the homeowner or technician inspecting/repairing the system to definitively determine that the system failed as a result of some maintenance or equipment replacement that occurred prior to said purchase and without the current homeowner's knowledgeEither way, this is the purpose of purchasing the home warranty.It is perfectly clear that CHW continues to use deceptive tactics to deny this claim, i.edenied this claim because I was unable to provide multiple years of maintenance recordsAs a result, I have paid more than a thousand dollars for a CHW warranty and then required to pay out-of-pocket for air conditioning replacement that was purportedly covered.If CHW does not reconsider their position, I will pursue a claim in the Superior Court in [redacted] Based on the recent judgement from June 2015, I am pretty sure I have a good chance of getting a fair resolution

Complaint: [redacted] I am rejecting this response because: your manager first offered $179, then increased it to $230, then afterwards offered a choice of two replacement dishwashers The first is a [redacted] , retailing for $269, has had reviews stating, "Doesn't clean simplest grime", "Does not clean dishes at all", Dishwasher was terrible", "I can hand clean better than this junk"The [redacted] offered, retailing for $278, has reviews stating, "Got a lemon", "I hope it dies quickly", Didn't work out of the box" I contacted [redacted] to get information on the equivalent model that I have The [redacted] retails for $with sale prices in the $629-$range Your manager also told me that if Choice did replace the motor in my current machine, this appliance would no longer be covered by their warranty! Thte blurb while on hold with Choice specifically mentions dishwashers as being one of the common applicances that are covered What happened to their Bolded Statement on their website Homepage stating, "Never Pay for Covered Home Repairs Again."? I hardly think that any of Choice Home Warranty's offers is a viable quality customer service option I respectfully request a full refund of my $and cancellation of my contract and be done with it Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: no owners manuel mention that not cleaned stove top burns receptacle and elementHow burnt infinite switch is related to all thisSo this is clearly refusing to fix my stove Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because:The AC tech told me that " He has never seen such a well maintained and clean AC system"I recontacted the tech and he is denying what CHW is claimingHe also reconfirmed that missing cap has nothing to do with loosing refrigerant in the second unitThe cap does not help to hold pressure and only prevents dirt/debris from getting in 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 your claim has been provided the proper authorization and CHW is working diligently with the technician to have this repairedCHW has placed a call to have this done as the claim was approved 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 the heat pump 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 You agreed to the technician performing a leak test.Based on the leak test results, it stated that the leak was coming from the reversing valve Per our policy, Section Letter D, Number 5, CHW does not cover valves.Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied We strive to provide the best customer experience, therefore as a goodwill gesture we offered $towards the repair You accepted this offer as of 8.22.17.Please allow days to process before your 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

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, Andrea [redacted]

As of this date, there is NO resolution to this issue we have with Choice Regina S [redacted] and I verbally agreed to a plan on the phone; however, after different "agreements" sent, we still do not have an agreement Their agreement indicated that Choice would pay the [redacted] a total of $to complete the work on my year old mother's air conditioner We would then pay $to [redacted] We wanted to ensure that [redacted] would follow through with this as "Choice vendor"To date, we have not been able to get a response from [redacted] nor has Choice followed up with this vendorThere have been numerous phone calls with [redacted] and no response Their only one time contact with my sister on Monday was that they were not aware of this plan and had not been contacted by Choice My mother has sent a certified letter to [redacted] with the Choice "release" and their promise to pay but again, it does not appear this will resolve amicably as hopedWe are getting our own HVAC specialist and mold specialist to now take a look at the problem, give us estimates and do the work We have NO faith in Choice or their vendor to follow through with what they say they will do This has been going on for weeks to the day This is occurring in the hottest part of the season and with NO air conditioning and the house closed (since my mother cannot stay there due to health concerns) I strongly expect there to be a mold issue in this house since it is located in [redacted] *** This is going to cost us much more than what we had originally asked I can certainly understand why Choice per my research has had over $700M+ claims settlements per Attorney General Office of NCI wanted you to know what steps we have taken and are taking to resolve this issueWe are now contacting an attorney as I truly believe that my mother's contract with Choice has not only been violated but she has been taken advantage of since she is a senior citizenThe $Choice was willing to pay is in essence the balance of her remaining time left on her contractThe contract was to terminate after this service was performed She paid up front years which I have never heard of with a home warranty company as I have home warranty on two properties as does my other sisters and friends Thus, as you can see, they are not doing "much" Should you require additional information, we will forward you to our attorney

Complaint: [redacted] I am rejecting this response because: I would like to see where in the manufacturers users manual it states that maintenance has to be performed by a licensed technicianThe evaporator coil is not rocket science and again not much to maintain eitherI researched the web and looked up the manufacturer which is AllstyleIf CHW can show me a manual of the manufacturer Allstyle that states that maintenance has to be performed by a licensed technician I am willing to accept your offerIf CHW can't produce this document I have to insist on the complete refund of the repairs since it is obviously clear that CHW is only trying to get around paying for this claim.Thanks very much for helping to get this sorted out Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: We watched both repair companies work on the AC unit and I did not see them take any pictures I have also not been given a copy of any such pictures The AC unit was working prior to our first phone call it was just not cooling as well as it should I do know what your policy says but I would think that a business that provides a customer service would be interested in making sure that the people they hire preform the work they were hired to do After all it is your business that they are representing Regards, James ***

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 claim for your AC unit that you placed on 5/13/15; you stated that this was the first time in the season that you had turned on the unit and it would not blow out cold air Our records show that the unit had rust, was out of Freon and the compressor stopped working This is a non-covered claim due to the fact that our customers are responsible for the maintenance of their units If you had had the unit properly maintained, upon a routine maintenance check, these things would have been caught Also, the leak that the unit had was caused by rust or corrosion Per our policy, CHW does not cover any item that fails due to rust or corrosion.Please see Section F Section F LIMITATIONS 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 conditionsWe are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressureWe are not liable for or routine maintenanceWe will not pay for repairs or failures that result from the Contract holder’s failure to perform or routine maintenanceFor example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacementWe do appreciate your feedback as it will help us improve our company to benefit our customers.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 www.choicehomewarranty.com/useragreement. A review of the claim shows that it was processed according to the policy. Based on the diagnosis that we received, it stated that rust/corrosion was found on the evaporator coil which led to the unit leaking Freon. Per our policy, Section Letter F., Number 1, CHW is not liable for “ malfunction or improper operation due to rust or corrosion of all systems and appliances ”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied. We strive to provide the best customer experience, therefore as a goodwill gesture, we have placed a onetime free service call fee onto your policy. This can be used on your next claim.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW