BASS Services

[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 mePlease inform the business to email me at [redacted] to complete this resolution if I can not be reached immediately by telephone 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 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

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

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: 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 ***

[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 okay It is less expensive for them to refund the policy amount then to fix the appliance so of course they choose the refund, but I am okay with that Regards, [redacted] ***

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] ***,We have sent you an agreement that we would have to have signed in order for the full refund to take place Kindly send it to our customer Advocate and we will place the refund directly back to the credit card you purchased the policy withAll our best,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/useragreementUpon signing up with CHW, customers are able to review the policy as it is stated above it is online for anyone to reviewAlso, upon signing up with CHW you are provided days before the policy begins to ensure that you fully understand the terms and conditions of the policy This time, you are to ensure that all the units in your home are in proper working orderIf within this time you disagree with any of the terms and conditions, you are able to cancel with a full refund however; if you chose to start the policy with us, and then you chose to cancel, you are subject to the terms and conditions of the policy in Section LCancellations.For the first claim that you placed, it was for the Air Condition system and as a goodwill gesture since this claim was not a covered claim, we did provide $to assist.For the second claim that you placed for the water heater, on 6/8/16, it was stated that the unit needed to be replaced Per our policy, Section DCoverage #states that we do not replace the actual tank For the third claim that you placed on 8/12/16, for the oven, you stated that it “caught fire” per our policy not only do we not cover fire damages as stated in Section F#but the failure could not be determined due to the lock which is again not covered.CHW has followed our policy in regards to these claims If you chose to hang up and have work done without proper and prior approval, CHW will not reimburse you for that amount because per our policy, Section CService Calls, #states that we will not provide coverage for unauthorized work completed.In all the claims that you have placed, CHW has process according to our policy We urge all customers to review the terms and conditions of the policy and if you have any questions or concerns you can always contact CHW or review the policy.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 [redacted] CHW does what is possible to offer continued peace of mind to all customers and works in accordance to the policyThere is a wide variety of technicians that are contracted through CHW and if you aren’t pleased with the technician, CHW will be happy to always send another technician or you can utilize the reimbursement option which is offeredThis allows you to use your own technician and be reimbursed at CHW rates and prior approval needs to be sought after making the diagnosisA review of the claim shows that the claim was handled properly CHW repeatedly requested pictures of the leak but they weren’t receivedDuring the conversation on 8/17/16, it was advised that the claim couldn’t move forward with processing without the requested picturesPlease feel free to call the CHW customer service team to obtain the information needed on where the pictures can be sent at ###-###-#### in an attempt to continue processing the claim 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/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

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] ***

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: 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]

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

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]

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 compressor failed Due to your unit being a “sealed system” the technician who made the diagnosis, could not make the repair as he does not work on “sealed systems.” We have dispatched Sears to come to your home on June 14, 2017, at no charge This was the earliest appointment they had available, however, you have been placed on [redacted] cancellation list, in case a sooner appointment opens up.We do apologize for any inconveniences this may have caused you, therefore please accept a one-time free service call fee for your next claim To accept this offer, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm ESTRegards,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 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

[redacted] We understand your frustration however; the person that takes the claim calls is not a technician and is not at your homeThey cannot see the unit and therefore cannot determine if the unit is covered or not We urge our customers to read their policy within the allotted time that is given before the policy begins.If a customer places a claim, CHW will send a technician to diagnose the issue and provide the information to us Respectfully,CHW

The response shared by CHW indicates that you may cancel your policy in accordance to section Letter L of the policy. However, if you would like to cancel you will need to call the customer service team at CHW directly at ###-###-####. This team will be able to provide you with the assistance needed. Regards, CHW