BASS Services

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]

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

CHW apologizes, however, CHW is not able to provide payment of any invoices of accounts that are not activeThis policy has been canceledIf the second opinion has been brought to the attention of CHW prior to canceling the policy, it could have been reviewed 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: [redacted] Upon review of your claim, we do see that CHW offered you a buyout for the washer claim that you submitted and you accepted the amount of $to go towards the unit Per our policy Section FLimitation of Liability #states that “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 does regret your frustration with this claim however we are in 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] 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

We are very sorry that you feel as though this would have been a covered claim if the amount was lower Per the process, you did send in an email to the Customer Advocate and you stated that you would give her days to reply to your email The process for disputing a claim allows days per the policyPlease see Section GMediationIn the event of a dispute over claims or coverage You agree to file a written claim with Us and allow Us thirty (30) calendar days to respond to the claimThe parties agree to mediate in good faith before resorting to mandatory arbitration in the State of New Jersey.Per [redacted] heating and air, they stated that there was a leak in the condensing coil, they gave us pictures of the unit and requested that a leak test be completed Once the test was completed, it was confirmed that the unit had a known or unknown pre-existing condition that we do not cover, improper installation is not covered by our company Please read the policy, it explains that CHW is not responsible for issues such as this.We are unable to provide you with the amount that you are requesting due to the fact that you cancelled your policy with us You did not allow proper time for a dispute of the claim and the records that you sent into CHW were not records but an inspection report If you had records that showed that you maintained the unit properly, CHW would have accepted themChoice Home Warranty received the pictures from the technician, you are more than welcome to contact them and request them for yourself We do not cover rust or corrosion and that is shown here as wellWe do apologize, we are unable to refund you for any amount of money as you are a monthly customer, stated in our policy we refund a pro-rated amount that you have paid You paid CHW on a monthly bases not paying in advance for the policyWe cannot pay for a leak test as this is not covered in our policy as well.We do follow our policy and are in full compliance with our contract.Best regards,Tracy M.CHW Consumer Advocate

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

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] ***

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] Our goal is to provide 100% customer service and satisfactionOur policy outlines in details for our customers the coverage and exclusionsUpon review of your claims, it appears that your air conditioning system claim wasn’t covered due to rust and corrosionThis information is outlined in the policy in section Letter F, number There were other claims as well that had limited coverageIt appears that our customer service team has asked you to reach out to us in an effort to go over the policy and discuss your claims in detailWe would love an opportunity to speak with you, please 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,

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 claim, I do see that CHW had agreed to pay for the following as a goodwill gesture:*EVAP COIL*TXV*DRAIN PAN*RECLAIM/EVAC*TORCH FEE------- TOTAL OF $525.17It shows that you would be responsible for the remaining balance of $We also show that on 12/3/15, you had spoken with Aaron and it is documented that once your technician was there, you would call Mr*** We do not see any other notations that you had called in reference to this claim after that.Since you have had the work completed, CHW is still willing to cover the cost of what we had originally offered to you which would be $ Please note that this is not a covered claim, CHW does not cover failures that are a result of rust or corrosion which your unit did.If you would like us to provide you with this amount still, please feel free to contact us and we will be happy to provide the goodwill gesture to you.If you would like to cancel the policy as you stated, you would be provided with a pro-rated refund per Section LCancellations.We do regret your frustration with this claim however; CHW is in full compliance with the terms and conditions of the policy.We urge all customers’ to review the policy within the day grace period that is provided before the policy begins You have this time to ensure that all units are in proper working order as well as to cancel for a full refund within this time periodBest regards,CHW

Complaint: [redacted] I am rejecting this response because: CHW DID receive the diagnosis from the HVAC company, plus they placed several calls to the HVAC company to speak with the technicianPer Contract C2: "Upon request for serviceWe will contact an authorized Service Provider within two (2) days during business hours and (4) days on weekends and holidaysThe authorized Service provider will contact you to schedule a mutually convenient appointment during business hoursWe will determine what repairs constitute and emergency and make reasonable efforts to expedite emergency serviceIf you should request Us to perform non-emergency service outside of business hoursYou will be responsible for payment of additional fees and/or overtime charges."You totally ignored this part of your contractYou contacted me by phone (again, you do not put anything in writing) and told me you don't have anyone to come out to my locationHow, exactly is this my problem? If you wanted your own diagnosis then you should have gotten off your collective as and sent someone out....as YOUR contract statesYou did not do this giving CHW the perfect "out"Reviewing my detailed invoice:You've done thisYou have multiple copies of all of my documentationIf you wish to review it again then pull up your recordsI'm not sending CHW anymore redundant documentation...YOU look it upJust a general, non-related question: You advertise so many thousand star reviewsWhen did you receive these and over what time period? What was the question(s) that were used? Have you read Yelp? Regards, [redacted] ***

Dear Ms***,We do apologize for the calls and emails, we will request that our IT department looks into this for you Please contact us if the calls or emails continue at [email protected] you,CHW

[redacted] ,Thank you for your feedback, we do regret any frustration that you have had.CHW

I am rejecting this response because:They are trying to BACK OUT on a contract and a GOOD WILL offer is $500????, MY price (Wholesale and lowest cost) at Graingers is $for just a compressor and that does NOT include labor and Freon to install as JUST a repairWith installing and Freon it would be over $to just repair it Their own company said that it NEEDS to be replaced and NOT repairedPLEASE STAND UP TO WHAT YOU ARE SELLING AND BE ACCOUNTABLE Here is my complaint TRACY and where does it say I asked for a refund of my monies? It says (They want to give me back my monies I have paid them) not that I only want them to give me back my monies as you impliedSEE COMPLAINT BELOW Complaint DetailsMy A/C system compressor quit and has an internal short or burn out problemThe home warranty company is not wanting to replace this unit as they state it is not a covered item even though their warranty does cover compressor's via their own documents as an covered itemThey want to give me back my monies I have paid them and then another time they said they would give me $towards the repairsI have estimates from $to $to replace the unit as I was told that there was contamination when this happens and it needs to be replaced with age and allI went with this company only after they courted me for two months or more as I have a friend with another company that he has used for years and said I should get a home warrantyI couldn't see any difference from the contracts but this company was $a month cheaper so I went with them and should of known there was a reason I guess

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

[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]

[redacted] Please note that our advertisements state NEVER PAY FOR COVERED HOME REPAIRS AGAINThen it takes you on the bottom of the main page to the user agreements where you can view the policy This is where anyone even not CHW customers’ can view the policy Our advertisement explains exactly what we do and our policy is spelled out for the customers If you do purchase the policy, you are provided days to keep or cancel and if you chose to cancel, you will receive a full refund however if you keep it, you are then subject to the terms of the policy.Please review the offer that we have made to you since this is not a covered claim and per our policy, Section FLimitations of Liability #does state that we are not responsible for the technician’s negligenceThe records that you submitted are not proper routine maintenance and in reference Also, the Revdex.com is just like any business and we do not pay for their business therefore we are not accredited We do hope that one day we will, however we are not to dateCHW

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:Choice Home Warranty has totally disrespected me and totally ignored me for over weeks all while I'm losing food and tossing out milk they had no sense of urgencyLike I said it has now been past weeks I believe they need to be held accountable and reimburse me for some of my food as well as the dollar fee I was charged in which it should have been so I have yet to be reimbursed my I will accept the next claim for free but I don't buy that they are sorryChoice Home Warranty are mistreating people and getting away with itI happen to bite backI will remind everybody I know not to do business with Choice Home WarrantySo yes I will accept the next claim on them 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 condenser fan motor locked up and needed to be replaced Your policy effective date was April 28, in which you stated that your system stopped working the morning of April 28, The failure of your condenser fan motor locking up would not have happened in the short lifespan of the policy Per our policy, Section Letter F, Number 1, we do not cover any “known or unknown pre-existing conditions.” Our SrClaims Specialist advised you about the outcome of the claim, and in response to your dissatisfaction, you were offered $of goodwill funds to assist on the non-covered You declined this offer and requested to cancel your policy Please refer to Section L of Cancellations in our policy, as you were not entitled to a full refund This 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 We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy Regards, CHW