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 [redacted] A review of the claim shows that it was processed according to the policy Based on the diagnosis that we received, we determined that to provide a long term solution to future potential issues with your Refrigerator unit, the best corse of action was to provide you with funds towards a new unit Per our policy, Section Letter F, Number states that “ We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost ”Our SrClaims Specialist advised you about the outcome of the claim and our policy and offered you $towards a new refrigerator You accepted this funds as 11/10/2017; please allow days to process before the check is mailed out Please note, that due to your dissatisfaction, we increased these funds from the original $that was offered This claim has been considered settledWe 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] I apologize that you have been receiving solicitation callsI have sent a request to have your name and all information removed from the distribution list Regards, CHW

Complaint: [redacted] I am rejecting this response because: I purchased the warranty in October and my heater was working fineI also had maintenance done on the whole system by NV Energy in recent years and the units were working fineI turned my heat on in November again as we had a cold snapIt came on but when it went back off it didn't come on againI tried it a few times then called to have it fixedChoice did not honor the warranty and I had already paid the first month's premium! I had to fork out to get it fixed when I was promised "peace of mind" by ChoiceChoice owes me $375.00! That is the only resolution I will accept 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 This was a partially covered claim Based on the diagnosis that we received, it stated that the initial failure was the main control board, CHW covered the repair and replacement of that The failure to the main control board caused the thermistor and wire harness to fail, making them secondary failures.Per our policy, Section Letter F, Number 19, CHW is not liable for “ secondary damages ”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel due to your dissatisfactionYou spoke with our Customer Solutions Specialist who offered to assist you on the non-covered claim, however, you declined as you insisted on cancelling your policy.Per your request, your policy has been cancelled as of June 1, Please note, that no further action will be taken on the claim as the policy is no longer active.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

The marketing department has been advised 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 policy, we do see that the start date was 5/19/and days after the policy began you placed a claim for the AC System stating that the last time it was working was on 5/25/CHW did send a technician to your tenant’s home to diagnose the systemUpon diagnosis it was stated that the unit was not cooling due to a Freon Leak in the condensing unitA condensing coil will not develop a leak and lose enough Freon to stop cooling within the short life span of the policyOur policy requires all units to enter the on the start date in proper working orderCHW does not require an inspection for any units because we trust that our customers will enter the policy as required with the units working properlyPer the policy, we do not cover any known or unknown pre-existing conditions as stated in Section FLimitations of Liability # We do see that you have chosen to cancel the policy and CHW did honor that request and we cancelled the policy per terms, Section LCancellations We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy Regards, CHW

Complaint: [redacted] I am rejecting this response because:We will NEVER use CHOICE Home Warranty again and will make sure all of friends knowI, the customer should NOT be held accountable for not being notified of a leakWe bought the warranty in AprilAC unit DID NOT quite working till JuneIf there was truly a bad leak, why did it take till JUNE for the unit to stop working? Makes NO sense to me Regards, [redacted]

Your refund was processed on 10/12/at 10:AM in the amount of $ 70.00, we also provided you with a second refund of $on 10/18/at 03:PMKindly check with your bank as this was processed and credited back to your credit card

Mr***,The technician’s diagnosis was stated:That the unit is a [redacted] , in the kitchen, a side by side unit that was in poor condition, has a partially clogged condenser coil and it failed due to a lack of proper routine maintenance You are welcome to contact him and have him provide you with the diagnosis that he provided us If you disagree with the diagnosis you are more than welcome to provide us with second opinion to be reviewed by our authorization team They can contact them by calling the toll free number and requesting authorization, once they have provided the information that they are a licensed technician they will take the diagnosis for the unit.As it was stated to us, this unit had not been maintained properly and the compressor failed as a result.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 our web site at [redacted] Upon review of your claim we do see that the technician had been dispatched to your home, however we do not see that he provided a diagnosis to complete the process The technician has to contact CHW to provide the diagnosis in order for us to approve or not approve the repairs that are needed If the unit has failed due to a wear and tear that is covered under our policy, we would cover the claim and either replace or repair the failure If a unit was low on Freon, we would ask the technician to provide to us the reason as to why it was leaking That would determine if we would add Freon or if a leak detection test was needed If the unit had leaked due to any failures that are in Section FLimitations of Liability, CHW would not cover those failuresRegardless of this, we were not provided with the diagnosis and therefore we do not have an outcome to your claimWe did receive a call from you on 5/3/stating that you were not happy with the service and wanted to cancel the policy before the diagnosis was provided to us Since you have cancelled the policy, we are not able to complete the process of the claimWe do 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 it was handled in accordance with the policy section Letter F, Number which states, 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 damagesIt appears that there was a fire as a result of work performed by the technicianYou will need to contact the service provider to have this resolvedAnother option presented when you spoke with CHW was to contact the Homeowner’s Insurance for coverageThis remains a non-covered 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/useragreementUpon review of your claim we do see that CHW has not covered this claim due to a lack of proper routine maintenance If you disagree with the outcome of this claim, you are more than welcome to provide us with a second opinion and have your technician contact us at ###-###-#### If you do not have a second opinion, please provide us with routine maintenance records as specified by the manufacture Please see Section FLimitations of Liability #12.The claim prior to this one, we did cover due to the fact that the repairs were covered CHW does not provide any information about your maintenance and we do not assist or repair with units that fail due to maintenance If the unit had a failure that we were able to fix, we do so or we would replace it The failure that you had prior to this one was covered not due to CHW being “nice”, it was covered per our policy and our technicians are not instructed to provide advice to customers’ in reference to maintenance unless they are their main maintenance companyWe do regret your frustration however CHW is in full compliance with the terms and conditions of our policyRegards,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 meI do find it funny that when I tried to ask in more information about a policy you changed which policy you referencedI realize that you are giving me about $in credits so that is why I acceptedWith a little creativity you were able to help rich my general asking of $Thank you 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 seriouslyChoice 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 this was a non-covered claim however CHW did provide you with a goodwill gesture which you did accept in the amount of $to go towards the repair of the unitWe do see that there was a different technician assigned and the original did come through with the part that was needed We do regret your frustration with this claim and the time it took for the technician to repair the unit however CHW in in full compliance with the terms and conditions of our policy Regards, CHW

Complaint: [redacted] I am rejecting this response because: Choice Home Warranty was supplied with supporting documents and pictures of my furnace by their own technician that they sent to my home that verifies that my furnace was maintained and simply had done its job, but was now old and deteriorating from wearFurthermore, it was the recommendation of their technician that diagnosed my furnace that it needed to be replacedThey are flat out lying and denying my claim to avoid replacing the furnaceIn fact, when I informed them that I was going to report them to the Revdex.com for fraud, they offered to give me a $If they truly believed that their technician correctly diagnosed the problem with my furnace then why would they offer to give me any money? Regards, [redacted] ***

Dear Y [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 that you had with us on 6/24/15, CHW advised you on 7/14/that we did not have the part as of yet for your unit but we could offer you the funds in lieu of repair This would be per our policy, to offer you the payment of the parts for the claim in the amount of $484.47.Please see Section FLimitations of Liability #9, We will provide reimbursement for the costs of those parts determined by reasonable allowance for the fair value of like parts.The claim was closed as a buyout for this unit per your decision and we provided you with the cost to assist you with a new unit If you had chosen to repair your old unit rather than purchase a new one with the funds that we provided, we would not cover the unit any longer due to us paying you for the cost of the parts CHW would not be able to provide you with a full refund of your policy since you had paid $for the policy and we have paid out $so far on claims for you There would not be a refund for this policy but you are permitted to cancel of you would like to but again there would not be a refund.CHW does regret your frustration with this claim however we are in compliance with the terms and conditions of our policy.Regards,CHW

Complaint: [redacted] I am rejecting this response because: There is nothing in your policy that is specific to the information needed on the maintenance invoicesYou should specify the criteria needed on maintenance invoicesYour company is a big rip off and I will tell everyone not to buy your product 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] In reviewing both policies that you had with CHW, policy [redacted] we show that CHW covered the plumbing claim and paid $for this policy The second policy [redacted] , we show that you placed a claim for the refrigerator and the water heaterThe water heater was not a covered claim due to the fact that CHW does not cover the actual tankThis is sited in Section DCoverage # In reference to the refrigerator, the door gasket is not a covered portion of the policyPlease see Section DCoverage #also in this section you will see drain line clogs which is not covered per our policy You had requested to cancel the monthly policy’s in which CHW did agree to do for you however you are not entitled to a refund due to the fact that the polices were paid for monthly, you paid for each month prior to that said month We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy Regards, CHW

Dear [redacted] You signed up with CHW on 10/28/13 and you have placed 4 claims; all approved claims with authorizations in the amount that total $563.25. Your last claim for the heating system that was not covered, you placed on 10/2/15. If you hadn’t received the policy within the 2 years that you had the policy, you could have called or had gone onto the web-portal to view your specific policy by placing your email address along with your policy number. The technician stated that you had a pre-seasoned check and that you had found that there were holes and cracks in the heat exchanger. The technician also stated that the unit had these holes due to rust or corrosion. As we stated prior, the unit had a crack within it and that happened due to rust or corrosion. You stated in your email to us “that the technician found discoloration” and you stated that this was from “hot spots”. The discoloration was not from only hot spots but corrosion to the unit. In reference to the technician trying to make you purchase a new unit, we do apologize if you felt that he was pushing a new unit onto you. Per our policy Section F. #19 states that CHW is not responsible for the negligence.We regret the frustration that you have had however CHW is in full compliance with our 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 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 shorted to ground This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor This failure does not constitute wear and tear as there are many safeguards that work to prevent these types of failures Per our policy, Section Letter A, Number 2, we cover failures that “Become inoperative due to wear and tear ”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you understood 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 claimWe do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW