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 your claims indicates that the claim was handled in accordance with the policyThe diagnosis that was received from the technician was that there was water leaking excessively and that the boiler was leaking due to corrosionSection Letter F, Numbers and of the policy indicate that CHW is not responsible for repairs related to rust and corrosionAs a result, this remains a non-covered claimPlease call the CHW customer service team if you have any questions at ###-###-#### 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 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] ***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 both units were found with impacted coils and there were clogged drain lines These failures caused the compressor valves to fail Per our policy Section Letter A, Number 2, CHW only cover failures that “ Become inoperative due to wear and tear ”Please understand our policy where it states in Section Letter C, Number 4, that you will pay the service call fee per claim We strive to provide the best customer experience, therefore we will place a onetime free service call fee for your next claim CHW does not offer the technician’s invoice however, if you would like an invoice, please contact [redacted] directly at ###-###-####We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Our goal at CHW is to provide all of our customers with outstanding customer serviceOur records reflect that you have canceled your policy with us as we weren’t able to meet your needsWe apologize that you weren’t treated properly and please know that is not indicative of the level of service that we provide at CHWAfter a careful review of the notes it appears that you were offered a full refund of your policy once you have signed a release agreement We have already canceled your policy in accordance with the policy, section L, however, we can provide a full refund if you would like to sign the release agreementPlease call our customer service team and we will arrange to have this sent to youPlease call our customer service team at [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, we do see that your policy was purchased on 3/31/and it began with us on 4/30/ You were provided days before the policy starts to ensure that all of your units and appliances in your home are in proper working order This is stated in Section Acoverage, #Also it is stated in Section FLimitations of Liability #1, CHW does not cover failures that are pre-existing to the policy.Since your policy became effective on the 30th of April, placing a claim a day later for the AC shows CHW that the unit did not come into the policy properly working The unit would not have had all the failures that it did.Normally, if a customer wants to cancel their policy they would be charge an administrative fee of $and they would be provided back the months that they have not used As a goodwill gesture, CHW is willing to provide you with a full refund for this policy ( [redacted] ).Please contact us and we will send you a release agreement that we would need for you to sign in order to receive the full amount back.We do regret your frustration however and we do thank you for your feedback and we do hope that we are able to resolve this with you.Regards,CHW

Dear Sandra & Mic [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 was processed in accordance with the terms of the policySection Letter F, Number indicates that CHW is not responsible for repairs related to known or unknown preexisting conditionsBased on the diagnosis that was received from the technician the compressor on the unit the compressor was badThe policy has an effective date of 8/11/and the claim was placed on 8/14/This is something that would not occur during such a short spanHowever, in the interest of customer service, CHW offered a goodwill gesture of $towards the repairAn agreement was sent 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:this response is something made up to sound good and to try to cover the scams that this company is committing on its customersWhen I spoke with the customer service representative I told her that the water was running, not leaking, but running from the bottom of the tankThat clearly states that the problem was the tank itselfBesides, why did the manager state that he would credit me my next service fee, if he did not feel that a mistake was made on their partThe refund is not as important to me as putting a stop to the way this company is treating its customersI have contractors that have stated how unfair this company is when it comes to servicing its customers for certain repairsNow I am in search of other customers that has had similar experiences with this companyI am rejecting their response because this company is not only scamming people of their hard earn dollars but the customer service is also horribleOnce the recordings from my calls are exposed, the truth will come out for sure

The air conditioning guy that came out and checked my air conditioner that told me what happened to it stated that they would come up with excuses like this and was there when they told me that it was pre-existing and the air conditioner guy told me that it wasn't pre-existing that the compressor and the fan motor can just go out anytime it doesn't have to gradually go out as I stated it was running perfectly all the way up until it went outSo that's just excuses and loopholes that is unfair and I would like them to fix my air conditioner like they promised in the beginning that they would do if anything went out and as I read in a lawsuit that this home warranty was under before for the same issues of not covering anybody's things because of little loopholesI selected this home warranty thinking that I would be protected if anything happened I even asked them in a recorded phone call if something were to unfortunately go out shortly after days would it be covered and they told me yesBut that just left the loophole open for them to say that anything that went out was pre-existingBut I thought that that's the reason that you get a home warranty is just in case the unexpected happensSo now that I chose this home warranty and they have chosen not to help me out I am stuck in this house with two kids and a pregnant wife with no air conditioner, so I would like something to be done about this as they promised in their advertisements

Complaint: [redacted] I am rejecting this response because:The original website indicates that the water heater is covered and nothing else indicates that there are any exclusions After signing up with the program, an small pamphlet gets mailed and under the water heater it excludes a storage tank The water heater is a STORAGE TANK I have called other home warranty companies and their exclusion also says tanks, but when I called them, they clarified that the tank is not covered if it is damaged by some outside means, like an automobile hitting it in a garage, etc This is just a scam to get prospects to sign up and take their money I have checked and found out that there are more complaints against this company in New Jersey than any other company I find this very unethical and not very business like on behalf of this business Choice Home Warranty should come clean and accept their responsibility I have a relative that had a similar warranty program with [redacted] and they covered his leaking water heater 100% less the deductible (service charge) Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: This week will be three weeks that I canceled my policy, and I have yet to receive the money at my bankOnce money is in my account then I will retrieve my complaint to the Revdex.com, thank you Regards, [redacted] ***

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 [redacted] . Please accept the apologies for the free month not being provided. After review, you are due to have a free month. This information has been submitted to billing and this issue will be resolved. CHW thanks you for being a valued customer. We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy. Regards, CHW

Dear [redacted] [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 most recent diagnosis that we received, it stated that the unit needed a new fan and can motor, a new AC cover, and had a bad contactor. It also stated that the control fan motor was hanging inside of the unit by wire. In addition to that, it stated that the contractor was pitted, the unit was dirty, and the motor was running loosely causing the unit to vibrate. This damaged the condenser casing and condenser cover. The technician also submitted to pictures of the unit that confirmed that there was a lack of proper routine maintenance. Per our policy, Section Letter F, Number 12 states CHW is not liable for failure to “ perform normal or routine maintenance .”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied and requested to cancel.We strive to provide the best customer experience, therefore we offered you funds in the amount of $200 to assist you on this non covered claim. You declined this offer insisting that we cancel your account.At your request, your policy has been cancelled as of June 8, 2017.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear Sharon [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 was processed in accordance with the terms of the policyThe sale and installation of your new HVAC unit is not being done by CHWYou will need to follow up with the contractor that is handling this A record of your complaint has been lodged regarding the technician that was sent to your home to diagnose the initial claim that was placed with CHW 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 food spoilage is due to the fact they waited now days and the technician has not replaced the fan I will now have to wait according to him more days for the part to come in and then schedule a repair I told them from day one that I knew my refridgerator was not going to keep lasting if they didn't do anything about it I guess they think that now being days from the day reported is according to policy I can understand if my food spoiled within the week that I reported the problem but as of today days and knowing that it was not freezing and cooling like it should the day I reported it 2/11/they called an in network technician it took almost a week for him to respond to me and then told me he couldn't do it at all Choice told me I needed to call my own technician and they would pay him directly along with me paying my own service fee I told her I didn't want to get involved in the out of network because I knew it would become an issue with it not being the normal She reassured me they would pay the bill once I sent the technicians invoice for the work, which I did, three times they kept saying they didn't receive it but I have the emails stating my information was received.....SMH.....after she reassured me there would be no problem I looked up a local person and called him He immediately came on 2/18/and checked it with the diagnosis of the duct was not working at all The fan was working properly at that time He also advised Choice that if that didn't fix it there was nothing else he could do to fix it but it would need to be replaced Choice has avoided anything to do with the out of network technician or his diagnosis after he had replaced the duct within about a day I knew that the refridgerator still wasn't cooling and freezing properly I called him and Choice and relayed the message He again told them it would need to be replaced They would never acknowledge that he said that and kept saying they didn't get reimbursement form or my invoice from him again, I received emails acknowledging the same.....as received I told them each time I called them, Choice Warranty, that I knew my refridgerator was not going to keep lasting if something was not done soon I needed to get a new refridgerator before I lost food because I have been put off so long and lied to they then advised week before last week that I had to get a 2nd opinion from another technician, this one being in network I said if you weren't going to take the out of network technicians word for it why did they tell me to call him when I didn't want to do it the start with so then I waited for him to come which he checked it last Saturday April 1, that was days since the claim was filed......then he said the fan was out which I told him it was running when the first technician came so it is slowly dying I kept telling them I was going to end up losing all my freezer and refridgerator food if they didn't do something before it quit working they wouldn't give me the ok to buy a new one, so Saturday night the freezer was dripping from thawing ice and the food was already thawing I called choice yesterday and asked them what they were gong to do about all the food lost because they still were dragging their feet I have two small children I adopted in my home ages and so it leaves me to have to eat out every meal and have nothing cold to drink at all, no mild for my year old nothing or go buy a refridgerator and then they won't fix my current one because its not in the kitchen I cannot neglect my children because it has now been days since my claim was filed my freezer is full of meats, mostly steaks, roasts, pork loins and seafoods not cheap so they say now there is nothing they can do about that she also advised me then they weren't going to pay the first technician because it wasn't fixed, but its because the fan went out after he fixed the duct....and he already told them it needed to be replaced they don't want to hear that.....she basically told me I was going to have to eat the servicing of my duct in it and they would not reimburse and the price was $ she still told me they had no paperwork on the reimbursement for his services, and yet another confirmed email stating they had received it so yesterdan I sent it to them 3rd time and attached your email address after filing my complaint now at days they are lying because the fan has not been replaced and it has not been resolved and they never have called me back since yesterday to tell me when I could expect it to be fixed and they don't care that I am losing all my food this is not your food spoilage it is because this has not been handled in a timely manner to avoid it spoiling 1/weeks since I filed my claim what did they think would happen if they waited this long to fix it so they have lied about that Ask them to provide you with the paperwork to reflect the technician (2nd one) has fixed the fan already and it is now resolved A BIG LIE!!!! I called the technician about hours ago and wsas told that the part had been ordered and would be another 7-days until the part comes then to wait to come and fix it They should pay for all the food I have lost as a result of this and just replace the refrigerator otherwise when the fan gets replaced it will be something else they could have been able to replace it by the time they fix all these broken parts and still have a useless refrigerator believe me they will not be able to provid you with paperwork reflecting the fan has been replaced and it has been resolved They don't have it because the part wont be here for another week to a week and a half they are responsible for negligence to my claim resulting in loss of all my food looks like I am going to have to buy a new refrigerator and they can just fix the one I have when the part gets here my baby cannot go without her milk for weeks and we cannot afford to eat outespecially now needing to replace all the food and I can't replace food if the refrigerator is still not working so let them explain how professional this all is.totally unacceptable.....totally Regards, [redacted] ***

I am rejecting this response because: When I contacted Choice Home Warranty a case number was assigned to me along with a company, DMG to contact to to make the necessary repairsAccording to the emailsI receivedNowhere in any of the emails did Choice state that the repairs would not be coveredWhy was a case# and a case worker assigned to this case if there was no intention on their part to cover the repair? This should have been made clear when the claim was placed.It wasn't until the plumber was ready to leave that I was told I would have to pay for the repair out of pocketThe assertion that my toilet had to be leaking for some period of time is crazy! Would someone live in a house in Florida for over days without air conditioning to get it repaired? Would you wait more than days for your roof to collapse to get it repaired? I was advised by the plumbing contractor that this is a typical tactic of Choice to deny initial claims and when I check their record they have had over 1,complaints against them in the last three years(check the records)If this claim wasn't going to be covered, I should have been told via e-mail or by phone so that I could have made other arrangementsI don't need them to contact a plumber for meThat's not what paid forI could do that without their helpI paid to have my appliances covered

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 purchased a new unit for you in the amount of $We do regret that you do not approve of the unit that we had purchased for your home but do see that you did accept the make and model when provided to you.Upon review of the policy, we do see that you had two other claims that were paid out on in a total amount of $ If you chose to cancel the policy prematurely with us, you would be responsible to pay an administrative fee of $plus the balance of what we paid out on your claims which is a total of $ CHW would then provide you back the months not used on your policy If you were to cancel as of the day you placed this Revdex.com complaint 1/14/16, your refund would be $Your cancellation fee would be $as stated in the policy Section LCancellations and you would be provided back the months remaining by subtracting the used months Please see below:Customer Paid: $1650CHW paid $556.48Administrative fee $50.00Months used at $per month (months) $6001650-50=1600-1600-556.48=1043.521043.52-600=443.52If you would like to cancel your policy, CHW would be willing to do so but it would be at our pro-rated amount that we had advised you.We do regret your frustration, we do however urge customers to read the policy before they sign up online as you did, this way you can view the coverage and see what the included items are as well as the excluded.Best regards,CHW

Complaint: [redacted] I am rejecting this response because: they said that I could either accept their decision and pay the cost of the repairs myself or they could cover what was needed and then cancel my policyIf I accept that they would cancel my policy but I would not receive a refund for the remaining time on the policy which is paid through February I requested a detailed accounting of the service charges that Choice Home Warranty has paid on my behalf over the life of my policy and my request was deniedTherefore I am unable to accurately assess the benefit of having a home warranty Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: The company did not ask for inspection off my appliance and I was not aware that my dream was leaking my ACWas fix for the leak on and that was the first problem yor company promised to repair any appliance or AcItp afreryday waiting poriod even the tech spoke to the home guaranty supervisor and said that can't happen any time and the leak can acutely in Very shorth time you did not see my Ac and did not regulate inspection so how come your not fixing my ac for prexisiting condition your all claim regarding from information by the tech are refused the same way I remain You That you was in the Chicago NBC news for not paying the claim for same rison finally you pay the coustomer and said they can't contact the media anymore I did ask your company to sand me the statement for risen to not accepting the claim and the statement from the tech who was in my house and I never revive So next don't stil money from people choose said you pay but I don't fix anything for you and ask for inspector before you give insurance because the information is given not correlation with the information what's is giving to consumers When they Salk the insurance I hope that you give some consideration for fix my claim [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 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