BASS Services

Complaint: [redacted] I I received a call from a representative from Choice Home Warranty and they have increased the cash offer to $and I probably will accept Although the cost of replacing my refrigerator will be in the neighborhood of $2200, the replacement they offered would leave large spaces above and on both sides and that is not acceptable I am years old and because of the stress this has caused, my son advised me to accept Thank you for your help 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

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]

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] A review of the claim for the air conditioning unit shows the claim was processed according to the policyThe unit was found with a tripped breaker and the system has an internal failure of the compressor which is caused by excessive overheatingThis occurs due to a lack of proper routine maintenance on the systemIn accordance to section Letter F, Number of the policy, this is not coveredCHW did receive documents that weren’t sufficient evidence of maintenance performed on the unitThe documents that were sent didn’t have any information related to the maintenance and didn’t include identifying information on the unitAs such, the claim couldn’t be covered CHW apologizes for the delay in having the claim for the pool spa handledCHW continues to work diligently to find a qualified technician to assist with the diagnosisHowever, CHW has made you aware of the reimbursement option that is offered to all customers that will allow you to be able to choose your own technician and CHW would reimburse you according to the guidelines which were outlined We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

[redacted] ,We do regret your frustration, when asked "if" it would be covered, CHW cannot say it would be until we have a diagnosis Our website explains all the items that we cover and do not coverLastly, per our policy, Section FLimitations of Liability #states that CHW is not responsible for the negligence of the technicianCHW does not know if the unit will be covered after the leak is found If it is due to rust, we can say NO that will not be covered, if it is due to a lack of proper routine maintenance, then again No These are specific reasons that we do not cover as stated in the policyPlease feel free to contact us with any questions or concerns.Thank you,CHW

Dear [redacted] ,We regret to hear your frustration We have cancelled your policy and have started processing your refund as of August 2, 2017.Please allow 7-business days until funds are available.Regards,CHW

Complaint: [redacted] I am rejecting this response because: if I'm paying for a warranty, it shouldn't be a problem with fixing the item if it's coveredAlso, the item should be covered if fixedPoint blank this Is the first and only Warranty company that says that they'll covered repairs but only a certain amount and if so the item will not be covered againThis is by far the worst Warranty companyIf I've learned anything, I've learned that cheaper is not necessarily betterThanks for the explanation but I know the issues I've encountered just because I've decided to go cheaper with ChoiceNever again! Regards, [redacted] ***

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: After discussing with the 'complaint' department at the companyThey have changed the denial reason in this response from the one that was given to me by phoneThe reason for the denial is the light socket failure - which is not covered by the contractTheir technician stated the light socket shorted out, causing the light socket and main control panel to failThe technician stated the unit main control panel does not work and does not coolI stated to the representative that the unit is still cooling and the control panel still worksAnd the lights still work as wellThey stated I could get a second opinion at my own expenseThey would not send out the original technician again for me to discuss with himI asked them to cancel my contract and I was upsetInstead of listening to me, the representative stated I was being rude by not listening to him and although he could have refunded me a portion of my warranty, he was not going to because I wasn't giving him a chance to speakAs someone whose job it is to handle complaints I find it very unprofessional to not try to help at allI will very happily take my business elsewhere 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 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 our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claim for your Air Conditioning System it was stated by the technician that the unit was missing all of it Freon and it holds about lbsthere was a visible leak on the condenser coil, the compressor had open windings because of this and the technician stated that the unit had lacked proper maintenanceWe understand that you have not owned the home longer than months but that still does not change the fact that the unit had a known or unknown issue that lacked the proper routine maintenance that it needed Per Section FLimitations of Liability #states that CHW does not cover failures due to a lack of proper routine maintenance..We do regret the frustration that you encountered with the claim however; CHW is in full compliance with the terms and conditions of our policyBest 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] , 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

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] We do regret if anyone in our company was rude to you in any wayCHW does not condone that behaviorWe do see however that one of our Senior Managers did offer to assist you with this claim however you choose not to and chose to cancel the policyCHW will investigate the CHW rep that was rude to you with our Quality Control Department Manager 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: contractor lied to me from the very beginning about leaking Freon in line would burn up thermostat other ac people I spoke to said he s crazy and crook other said thatto go check for leaks when he said its the thermostat over the phone the day before, sounds like he was up to good and that warranty co was probably in on it too because when I call baqck kto choice about fan still not shutting off, which was the orginal problem they ask me if I had someone to check for leak in Freon line? other ac guys said that has nothing to do with fan not turning off, warranty co using that made up story by contractor to get out of paying for anythingand other contractors said that's why they want use home warranty co s 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/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

Dear [redacted] We regret to hear your frustration In review of your policy, there are no prior records or notes stating that you requested to cancel your account Our records do show that we were provided with new credit card information on November 20, 2016.Please see our policy Section Letter L of Cancellations as you are not entitled to a refund:This is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturerThis is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty You may cancel within the first days of the order date for a refund of the paid contract fees, less a $administrative fee and any service costs incurred by UsThis contract shall be non-cancelable by Us except for:Nonpayment of contract fees;Nonpayment of Service Fee, as stated in Section III;Fraud or misrepresentation of facts material by You to the issuance of this contract;Mutual agreement of Us and YouIf canceled after days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $administrative fee and any service costs incurred by Us All cancellation requests must be submitted in writing.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

In response to your letter dated 6/18/I have read the comments made by Choice Home Warranty and I strongly disagree with their stanceThey claim that they covered claims for my Garbage Disposal and washer which costs were minimalHowever, when my A/C unit had an issue and needed to be replaced they didn’t want to cover it because it had rustWhen the service technician came and inspected the unit it had some surface rust but was not badIn fact in most A/C units there is surface rust because it has water running through it and it sweats or has condensation as some pointI feel because this was a high dollar item that Choice Home Warranty didn’t want to cover itThey did not have any problem taking my money each month and would of continued if there weren’t any issuesThe whole purpose of a appliance warranty is in case you have an issue it can be repaired or replacedI feel that at a minimum Choice Home Warranty should of offered to pay some portion of the replacement if they could not repair itInstead, I was given a run around and was without air for about a week and a halfI want to make sure that no one else has to go through what I have had to