BASS Services

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 the system was leaking from a factory weld on the condenser. Per our policy, Section Letter F, Number 15, CHW is not responsible for repairs of “ modification of any covered system or appliance arising from a manufacturer’s recall or defect ”We do apologize if you were misinformed by a representative stating “manufacture warranty” instead of “manufacture defect.” We have taken this matter to the Director of Quality Assurance who handle this accordingly. Our Sr. Claims Specialist advised you about the outcome of the claim and our policy; and as a goodwill gesture, offered you funds in the amount of $150 to assist on the non-covered claim. You accepted this offer and confirmed that you were aware that you would be responsible for the balance. These funds have been authorized to the technician. In addition to that, we also offered a one-time free service call fee for your next claim.If you would rather the goodwill funds be sent to you and/or would like to accept the free service call fee, please contact our Sr. Claims Specialist at ###-###-#### Monday-Friday, 8am-8pm EST or Saturday-Sunday 9am-5:30pm EST.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

[redacted] The technician that went to your home provided us with a diagnosis, that diagnosis stated that this was a dual fuel heating system It is a heat pump with a propane gas furnace as a backup and in order for it to operate properly there has to have an outdoor temperature sensor installed on the outdoor unit so that the backup furnace can come on properlyOur policy will not cover this since it is adding something to your existing unit which makes it a modification Per our policy, located in Section FLimitations of Liability #11, this is not covered.When the technician went back to the home, he provided us with a second issue that had failed on the unit which is the heat exchanger He stated that the exchanger is cracked and requires replacement however the serial number on the exchanger came up as still under manufacture warrantyPer our policy, Section FLimitations of Liability #15.You are more than welcome to contact the technician for the specific findings as we have stated above and you would then contact the manufacture to have them replace the heat exchangerCHW does not cover this as stated aboveThe technician’s number is ###-###-####; his cost for labor is what you would be responsible for.As we offered in our prior response, if you would like for us to assist, we will offer $towards this however we are not offering anything further.Thank you,CHW

[redacted] < [redacted] >2:PM (hour ago)tomeChoice Home Warranty has contacted me via email and offered what they say is the maximum amount for the repair/replacement of a HVAC unit, which I have agreed to accept.Please mark this complaint as resolved and remove it from your active file.Thanks for your help in this matter, [redacted] *** An additional word on the CHW payment I emailed the Head of the CSR Department at Choice Home Warranty, and he told me that after they paid the maximum amount towards my claim, they were going to "dissolve" they contract with me That is interesting, to say the leastThat's fine with me, by the way I was not sure if I wanted to continue to do business with them, and they made the decision for me!

Complaint: [redacted] I am rejecting this response because: Contrary to this ridiculous response from Choice Home Warranty, I did, in fact, send copies of all requested information I had my current maintenance company [redacted] ***, provide me with details of every service they performed (twice per year) over the last two years I was told I needed years of service records so I contacted my previous service company, [redacted] ***, who also serviced my equipment twice per year, provide me with their records, which they did I sent those to Choice Home Warranty and their was no returned call....as usual Finally, the GM of [redacted] actually contacted a manager of Choice Home Warranty and gave him all of the information they claimed they needed over the phone Your comments that I did not provide the information you required is either the result of a gross, incompetent investigation of the facts or a total lie Unless you have performed a " [redacted] " with the e-mails and the scanned attachments, the material you say has not been provided, is THERE Fortunately, I have copies of all if needed in the future When I think of the hassle and time I, and the people with the two heating and air companies, spent getting this information collected, scanned and e-mailed to your many, many representatives, I want to scream You claim to be Customer Service oriented but you are anything but Honoring this claim is the legal and correct action to take at this time 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 was processed in accordance with the policy section Letter F, Number 8, which indicates CHW is not responsible for repairs due to rust and corrosion We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

In accordance to the policy, Section Letter F, Number 19, “You agree that We are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performanceYou also agree that We are not liable for consequential, incidental, indirect, secondary, or punitive damagesYou expressly waive the right to all such damages”If the technician caused damage, you will need to contact the technicianCHW won’t be responsible for fixing the unitYou did mention that you would like to have a full refundSection Letter L of the policy discusses the guidelines surrounding cancellations and the fees incurred with after days, however, CHW can provide you with a full refund and cancellation of the policy once a signed release agreement is returned without the stipulations listed in the sectionIf you are interested, please call the customer service team directly at ###-###-#### Regards, CHW

CHW would like to assist however, cannot make any authorizations on accounts that are not current Regards, CHW

Dear CHW,In your response to my complaint you avoided the main topic which was that I WAS LIED TO BY YOUR SALES PERSON.The fact is, there is usually a lie or a catch when dealing with your company.In your letter you mentioned section "L" CANCELLATION YOUR copy states that I may cancel within the first days from the order date and that you would refund the contract fee minus $50.00.Under my agreement copy it states that I have days to look it over from the order date and if I want to cancel it will cost me 5% adminfee which in my case would have been $90.00Either way, if your sales people lie, like they do, the customer gets screwedWhat a scam !By the way, if you check your records you'll also find that my order date was 6/2/and it came in the mail on 6/17/ When I received it, my look over time was already over.I wouldn't have bought the year agreement if your SALES PERSON didn't LIE TO ME.So, tell me ( IF YOUR SALES PERSON DIDN'T LIE TO ME ) and I only took it for a year term.How much would it have cost me if I had it for the full year [redacted] ***

We do apologize for any trouble that you have had with this claim, we did explain to you that we do not cover any type of physical damages that you had with the floor The policy did start on 8/1/15, and your claim was placed on 8/10/ We had spoken to the technician and he advised us that tub had been leaking for some time and therefore didn't come into the policy in working order as required by our policy We do regret your frustration and since your policy has been cancelled, we are not able to provide you with any further assistance with this claim.Respectfully,CHW

Dear Mr [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 [redacted] CHW does reimburse for repairs that are made if the claim is covered however before the repair is completed, your technician would have to contact CHW to receive prior approvalThis is stated in Section CService Calls #Also per our policy, we do not reimburse for leak detection testsThis is stated in Section DCoverage #If your unit was low on Freon, and our technician added it, then you had your technician come and he added it as well; there must have been a leak Also, the technician you hired did not complete the leak detection test, he placed Freon into the system and added dye, and he should go back to the home to finish the test Once you have the results of the test can we know for sure if the unit does not have a leakIf the technician states that there is no leak, CHW will reimburse you for the $as a goodwill gesture but we do have to know that there was not a leak because we have already paid for the unit to have Freon addedI have notated your claim to reflect that the technician will contact us to provide the rest of the outcome of the testWe do regret your frustration with this claim; and are hopeful to get to the bottom of the issueRegards, 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 Microwave unit, we do see that we were offering to pay half for the repair as this was non-functioning due to secondary damage CHW offered to pay for the part that was the initial failure We also see that on top of the portion that we had agreed to pay, we had offered you a goodwill gesture of $that you did refuse and insisted on cancelling your policy Since your policy had been opened for more than a month and you did have the first days prior to the start date to review the policy we were able to refund you as per our policy, a pro-rated refund that you did receive.You also did request a written letter of denial and it was provided to you on 8/17/ It does state: Dear Patricia Moore,Thank you for choosing Choice Home Warranty to be part of protecting your home from unexpected covered repairsWe appreciate your business.With reference to claim # [redacted] for your Microwave, after careful review of the diagnosis, we have determined that the claim does not fall under the terms and conditions as a covered repairTherefore, we regret to inform you that we are unable to provide an authorization for the following reason:Please refer to your home service agreement Section Letter F, Number CHW is not responsible for repairs related secondary damage.We do regret any frustration with this claim or for any other claims that you may have hadCHW is in full compliance with our policy We also regret that you had chosen to cancel your policy; we did all that we could do for you in accordance with the policy to assist you with this claim Again, please refer to Section FLimitations of Liability #to see the exclusion for secondary damage and also Please see Section LCancellation for the process of your refund.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

Complaint: [redacted] I am rejecting this response because: I still have not heard from Choice Home Warranty, thanks Regards, [redacted] ***

[redacted] CHW’s policy does not cover the actual tank which needed to be replaced Also, your policy has been cancelled by you You received a refund of $204.99, as a goodwill gesture CHW is willing to provide you with the remainder of the funds to equal a full refund.If you would like to accept the $175.01, please contact us and we will send you an agreement that states this outcome to be true.Thank you,CHW

Per your request, we have provided you with a full refund of your policy in the amount of $that was placed back onto your credit card that you signed up with us This was placed back onto the credit card on 9/16/and therefore, we are not able to assist you with this claim CHW has provided this to you as a goodwill gesture as it is against our policy and your policy has been cancelled, again per your request.Thank you,CHW

Dear [redacted] , Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on [redacted] Upon review of your claim it appears that your claim was handled accordinglyThe claim was placed on 7/18/and Hometech HVA and Appliance Repair was assigned to the claimAs outline in the contract you were provided with their name and telephone number via an automated voice message as well as emailWe did reach out to the technician after you sent an email indicating that you had not be able to successfully reach the technicianWe also received an email containing profanity about not leaving a message or the email going to spamUnfortunately, there is no way to determine which emails will go to spam, however, it is sent to our customers as for many of them, email is a preferred wayThere were several emails sent to CHW containing profanity and the team has been working to get the issues resolvedAs you don’t have time to answer the phone throughout the day as indicated in your email, it was thought that email may be a preferred wayWe don’t want to place you on the marketing list to ban CHW from contacting you as you will not be able to receive the emails we are sending in an effort to reach you throughout the dayIf you aren’t able to answer the phone throughout the day and don’t want to be emailed please call our customer service team 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

Dear [redacted] We regret to hear your frustrationAs stated in the previous response, your refund was processed back onto your credit card that we had on file on 10/2/at 12:pm in the amount of $ Please allow 7-business days for the funds to post onto your bank account.Please see our previous response in regards to our refund policy Regards,CHW

Complaint: [redacted] I am rejecting this response because: My Perry Home Builder responded to me as follows: Jun (days ago)to me Kumar, The Microwaves that we purchase from G.Eare used for both countertop and for built in applicationsThere is a trim kit/ built in conversion kit that is ordered with the microwave, which is used to convert the microwave to be installed into a kitchen cabinet Your micro wave is a buimicro wave , as it is built into your cabinet This is not a warrantable issue ____________________________________________ Bruce SmithProject ManagerRiver Stone 65’Perry HomesPhone: (281) 265-Fax: (281) 265-eMail: [email protected] Visit us on the web at www.perryhomes.com ____________________________________________ Regards, Saurabhkumar Desai

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

I am rejecting this response because for years I've had a home warranty with a company that I may have paid more for but I got what I paid forI went against my better judgement and with a CHEAP company and I can say that I've gotten just what I paid for POOR customer service and qualityI made monthly payments to this knockoff companyAnyone with common sense wouldn't think that a new warranty wouldn't pay for a replacement unitHowever, the unit can be repaired as I found out when I called another company out to look at the unitChoice Home Warranty didn't even offer thatThe unprofessional representative was quick to say you can fix it but we aren't paying anythingSo that I don't type a novel, I've gone back to warranty company I had previously and I've taken the necessary actions to handle repairing my unitI want a full refund of all monies paid to this bootleg operation

Dear [redacted] We regret to hear your frustration and apologize for any inconvenience this may have caused you As a goodwill gesture, you will not be charged your monthly fee this month Your next monthly payment will resume November 24, 2017.We have reached out to the technician’s Vendor Relations Manager who will reach out to the technician right away regarding your repairWe will contact you as soon as we get an updateRegards,CHW