BASS Services

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 Air Conditioning unit, I do see that you had stated that the policy should have started in January, even though we received the check and cashed it in February Our policy states that we do require a day wait for the policy to start to make sure that all units are in proper working order Please see Section Acoverage #Are in place and in proper working order on the effective date of this home warranty contractThis contract does not cover any known or unknown pre-existing conditionsIt is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or componentsThis contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,square feet, unless an alternative dwelling type (i.eabove 5,square feet or multi-unit home) is applied, and appropriate fee is paidCoverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homesThis contract describes the basic coverage and options availableCoverage is subject to limitations and conditions specified in this contractPlease read your contract carefullyNOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.Even if the policy started in January, this claim would not have been covered due to the fact that a unit could not have as many failures as this within the time frame that the policy was active Also, an inspection report does not show maintenance, it shows that the inspection person came out and felt the cold air come on and said “yes that is cold” and heat to state “ yes that is hot’They do not do any of the required preventive work that needs to be done for the unit.We do apologize for any frustration that this has caused you and we do appreciate your feedback.We always urge our customers to read our policy and to understand that all policies have exclusions and CHW does follow our policy We do our best to assist the customers and approve claims that are submitted to us We do apologize for your frustration CHW is in full compliance with our policy.We do appreciate your feedback as this does help us with our customer service and service providers.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

[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 me While I wait for you to assign a technician, if I find one sooner is it acceptable to have the work done and be reimbursed?Please advise as soon as possible.Thank you Regards, [redacted] ***

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/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 were not satisfied We strive to provide the best customer experience, therefore as goodwill gesture we offered you $towards the non-covered claim You rejected this offerAs a goodwill gesture, CHW will offer you $towards this non-covered claim To accept this offer, please contact us directly 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

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]

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 [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

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 as outlined in section Letter F, Numbers and , CHW doesn’t is not responsible for repairs due to rust and corrosionThis information is outlined in the policy terms and conditionsAlthough we would hate to lose you as a customer, we can make the necessary arrangements to cancelHowever, please make a note that your policy will be canceled in accordance to the terms of the policy outlined in section Letter L, Number which states If 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 UsPlease call our customer service team at 1-888-531-and they can assist you with your request 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: I Called Choice Home Warranty within the first days of the contract to cancel I have attached the AT&T call logs and the numerous times that I phoned(times in total) to cancel which I can do within the first days of the warranty They repeatedly told me that someone would phone me back and no one ever did On the morning of the 17th of July at 6:31am I called again and they transferred me to a Director, MrAaron [redacted] and I spoke to him for over minutes and he blatantly told me that he would not cancel my contract Hence the long phone call of me repeatedly instructing him to cancel my warranty He then told me that they would cover the electrical panel fault but I had to pay another $ I again instructed him to cancel the contract He told me to think about it over the weekend and I would receive a full refund if I decided to cancel after that I told him I would NOT change my mind and called again his direct number (###-###-####) and canceled AGAIN on the 18th of July This is all documented in the AT&T billing as proof.To date I have not received a refund of any kind They have not sent a credit to my visa card nor have I received a check I have also attached the charges against my Bank of America credit card for your records Again there are NO credits from CHW

I am rejecting this response because: The unit question was workingIt had not been serviced for the summer yet and was in need of a check up before regular use was neededThe temperatures were getting warmer earlier than I had anticipated and that was the reason I placed an early claim to get the unit checked as soon as I couldThe unit was already in use and was clearly, just by looking at the unit, in need of cleaning, servicing and /or repair, what ever was neededIt wasn't until the repair man CHW contacted discovered the REPAIRS that were needed would exceed dollars CHW decided not to do the REPAIRS and come up with an excuse for not living up to the agreed contractBeing a military member you can rest assured I have passed along CHW's business practices to other military membersThanks for nothing

Complaint: [redacted] I am rejecting this response because: I did not authorize you to extend my policy There was no notification that the policy was extended so I could reject or accept the extension You have until the 11th of November to make restitution for your unauthorized deductions from my checking account I will submit a complaint with the Attorney General in New Jersey and Nevada if you fail to rectify this situation 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/useragreement. A review of the claim shows that it was processed according to the policy. The first diagnosis that was received stated that wires in the attic for the outdoor unit had been chewed by pest and required re-wiring. Per our policy, Section Letter F, Number 8, we do not cover failures caused by pest damage.You advised us that you had another technician come out to the home and confirmed it was the sub-panel, however, you were still having issues with the unit. We strive to provide the best customer experience, therefore we dispatched a new technician to your home to diagnosis the issue. Based on the second diagnosis that we received, it stated that the compressor shorted to ground. Please understand that the compressors overheating damages the internal windings and shortens the compressor. This does not constitute normal wear and tear. Per our policy, Section Letter A, Number 2, we only cover failures that “Become inoperative due to normal wear and tear ”Our Sr. Claims Specialist advised you about the outcome of the claim, in which you opted to get a second opinion as you did not agree. Choice Home Warranty advised you that we would accept a second opinion, and if the outcome of the claim is different, we would adjust accordingly.Based your second opinion diagnosis, it stated that the compressor shorted to ground, confirming the diagnosis our technician submitted. It also stated that there was a reversing valve leaking due to a crack. Per our policy, Section Letter D, Number 5, we do not cover valves.Based on the diagnosis from your second opinion technician, the outcome of this claim stands.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted] , Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on [redacted] Please accept the apologies of CHW for the information that was provided erroneouslyIt is not the practice of CHW to provide information such as thisYour information has been forwarded to the sales team to be addressed accordingly Regards, CHW

Complaint: [redacted] I am rejecting this response because:I was standing right next to the Technician when he was looking at the furnace and he told me it was in great shape for the age of the furnace and there was no rust, only discolorationHe also said there should be no issue getting the furnace replaced under warranty by Choice Home WarrantyAfter the claim was denied, I called the Technician and he said he didn't understand why it was not covered as he has seen others in a lot worse shape than mine that was coveredThe pictures that were supplied to Choice Home Warranty do show discoloration, but no rustWhat does Choice feel a plus years old furnace should look like? I also had another furnace contractor come out and replace the furnace as it is winter in IL and I can not go with out heatHe also stated the furnace was in remarkable shape for its age, and failure of the furnace had nothing to do with maintainence, but rather the age of the materialsI am not sure who at Choice Home Warranty looked at the photos, but they mistook discoloration for rust in errorI do not accept this denial of coverage because of something your technician saw in a photo when I had two separate heating contractors tell me the furnace was not rusty and was a failure for the age of the furnaceIf the first Technician sent you a email or something of that nature stating the furnace has rust, please disclose that as it is contrary to what he told me on the day of inspection as well as what he told me the second day when I spoke to him on the phone [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 reviewing your account and claim, we would like to provide you with a checkAs outlined in the policy we allow business days for the check to be providedHowever, the account is past dueThe last payment was made on May 6, We made arrangements to process a check on May 17, We are awaiting the payment which would make the account activeAt that time, we can provide the check and handle the requested cancellationPlease call the customer service team directly at [redacted] 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 policy, we do see that you placed an AC claim which was not covered per the terms of the policy It was stated that the AC system had a failed compressor which happen to fail the same day as the policy began Please review Section ACoverage #which states that all unit must enter the policy in proper working order CHW does not cover any failures that are known or unknown to the policy start date This failure of the unit could not have happened within the time frame that you had the paid policy Regardless that the claim was not covered, CHW did provide you with $towards the repairWe do see that the policy has been cancelled and you were provided with a pro-rated refund of the paid policyWe do regret your frustration however, CHW is in full compliance with the terms and conditions of our policyRegards, CHW

CHW apologizes if you were provided with the information that you are not a suitable customerThat is not indicative of the level of customer service provided by CHWHowever, at this time, the claim is one that remains non-coveredCHW will not pay for a claim that is not covered in accordance to the terms of the policyCHW has offered to provide you with a full refund, less any claims that have paidThe option of the payment of the claim in addition to the refund is not one that will not be offeredIf you would like to take advantage of this offer, please call the CHW customer service team directly at ###-###-#### Regards, CHW

Complaint: [redacted] I am rejecting this response because: The email correspondence shows that you did, in fact, receive the request and acknowledged it by email on November 6th at 9:am See attachment a second time As you have now delayed your response until the day period so that you can save $30, I will accept my check, but will not renew my contract with your company nor condone your deceitful practices Regards, [redacted]

Dear [redacted] ,We regret to hear your frustration and apologize for any inconveniences this may have caused youWe are currently still searching for an available technician in your area Please be advised that you can take advantage of our Reimbursement Process where you can hire your own technician The process is as follows:• We reimburse at OUR rates if the claim is a covered failure• You must pay the technician up front, in addition to the SCF• Your technician MUST call authorizations prior to doing any work to complete the repair for approval• Authorization Hours are as follows: Mon-Fri 8AM-7PM; Saturday and Sunday 9-5:30PM They can be contacted at ###-###-####; option 5, then option 1.• It takes days to process the reimbursement upon receipt of form• It takes days to process the check FOR COVERED CLAIMSIf you would like to go through the reimbursement process, please contact us before your technician makes any repairs.As a goodwill gesture, we have added a free service call fee onto your policyRegards,CHW

Complaint: [redacted] I am rejecting this response because: CHOICE WARRANTY TOOK MY MONEY FOR MONTHS AND TOLD ME ALL CASED ARE DENIED WITHIN THE FIRST THIRTY DAYS.THE FIRST TECH WAS NOT HERE MINUTES AND TOLD ME THEY WOULD NOT PAY FOR THE ELEMENT.HE WAS RIGHT.THE SECOND TECH TOLD ME THE MOTHER BOARD WAS GONE BAD AND IT COULD HAPPEN TO A BRAND NEW ONE THE NEXT DAY.AFTER CONTACTING THE Revdex.com THEY OFFERED TO PAY HALF.ITS A SCAM DO NOT PURCHASE THIS INSURACE.FUNNY IN THE BROCHURE IT STATES NO ONE CAN PREDICT A FAILURE BUT I GUESS THEY CAN BECAUSE THEY HAVE NO INTENTION OF HONORING THE WARRANTYBEWARE OF THIS COMPANY THEY ARE SCAMMERS AND THE TECHS JUST TAKE YOUR $45,AND NEVER COME BACK.AS FAR AS THE GASKEY LEAKING ITS JUST NOT TRUE Regards, [redacted]