BASS Services

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

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] ***

[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 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

[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

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

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 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

[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] ***

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

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

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

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 [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 our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claim, we do see that CHW did approve to cover the claim as a goodwill gesture on 2/16/ We are very happy that we were able to assist you with this claim and do look forward to assisting you in future claims.We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy.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 [redacted] CHW apologizes for the rude treatment that you receivedThat is not the level of customer service that is offeredThe goal is to offer peace of mind and provide the coverage as outlined in the policyA link to the policy is included above to outline the detailsCustomers are also provided with a day period to review the policy before the effective date to be sure all questions and concerns are addressed and to provide detailed knowledge of the contract Upon review of the claims that you have submitted all of the claims have been processed according to the policyThe claim for the Water Heater shows that the claim was not covered because you indicated when placing the claim that the last time it was working was prior to the coverage which would not be covered as section Letter A, Number indicates that CHW is not responsible for coverage of known or unknown preexisting conditions, additionally, section Letter D, Number specifies that tanks are not coveredHowever, in an effort to provide outstanding customer service a good will payment of $was provided to youThe next claim was placed for an Air Conditioning System which was also a preexisting condition, however, CHW provided a goodwill and covered the claimA claim for the heating system was placed as well and the same applied as the damage to the furnace was damage that would take time to occur which would result in this being a known or unknown preexisting conditionOnce again, CHW offered assistance in paying this and provided a goodwill payment of $ The most recent claim that was placed was for the Refrigerator in which it was a covered claim Although CHW doesn’t want to lose any customers, the policy outlines the cancellation processes in section Letter L, Number in which if canceled after days, you shall be entitled to a pro rata refund for the remaining months of the paid contract fee for the unexpired term, less a $administrative fee or 10% of the contract fee whichever is less, and any service costs incurred by UsThis means that the refund provided is for any remaining the fees incurred by CHW which includes all of the covered claims and the administrative fees are removed as well as the pro rata amount for the policyIf you would like to cancel your policy please reach out to 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