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/useragreement.com.Upon review of your claim for your Air Conditioning System, the technician did not state that the unit was maintained poorly, he did say that it was fairly dirty but the issue was not maintenance, the failure was a result of the compressor blowing up, oil leaking and that the wires were fried This can be due to a power surge or a lightning strikeFLIMITATIONS OF LIABILITYWe are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure.We also informed you that per our policy, we only provide coverage for units unless extra coverage is added to the policy upon signing up for renewal Please see Section AIR CONDITIONING/COOLER under Excluded states “No more than two systems covered unless purchased separately at time of enrollment.”We do apologize for any frustration that you have experienced with this claim, Unfortenelty CHW is not able to cover this claim due to the exclusions to the policy.Thank you,CHW

Complaint: [redacted] I am rejecting this response becausYou still have not provide me with proof of your diagnosis that the reason for the failure was only possible due to lack of maintenence Regards, Keino [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 system holds 8lbs of Freon and was down to only 1lb In addition to that there was rust/corrosion found on the evaporator coil that caused the coil to form holes which led to the Freon leak.Per our policy, Section Letter F., Number 1, CHW is not liable for “ malfunction or improper operation due to rust or corrosion of all systems and appliances ”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you understoodWe 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: 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] ***

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] ***

Your claim has been reviewed in great detail and based on the diagnosis that was received from the trained technician, there will be no coverage provided for this claimThe shocks and suspension rods displayed rust and corrosion, which are not covered under the policy Regards, CHW

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.phpAll of our information was sent to you upon your start date as wellYou did receive a hard copy and an email with the policy’s terms and conditions.Upon review of your policy, it seems as though the claim you placed for AC showed that there were no mechanical failures to the unit I do see that we advised you of this and you disagreed I also see that as a goodwill gesture, CHW did not use our cancellation fee’s and we did not provide you a pro-rated amount that we should have per our policy Section LCancellations You should have been charged for months used, an administrative fee of $as well as any authorized claims and in this case you had $Worth of claims Please see Section belowLCANCELLATIONThis 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.Instead of charging you the pro-rated amount, CHW offered to pay for back a full refund minus claims paid I do see that your refund is $that was placed onto your credit card on 8/28/15.We do not allow customers to come into our call center as we do not have an open door policy with the facility.We do apologize for any frustration that this claim has caused you, we always urge our customer to read over the policy as you should have upon purchasing it It is always as said above available online for anyone to viewRegards,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

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: 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 [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

Dear Mr [redacted] We strive to better our business practices therefore we thank you for your feedback We will send this feedback to our IT DirectorRegards,CHW

Complaint: [redacted] I am rejecting this response because:Your offered amount does not cover the repair bill Thank you for your offer, However the bill for the repairs that you are responsible for is $ Regards, [redacted]

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]

Complaint: [redacted] I am rejecting this response because:The reason given by CHW is not satisfactory due to the following reasons The tech performed the diagnosis states that the system was well maintained and cause of failure was due to wear and tear We have the record shows all the AC units was properly maintained and inspected by professional ac services company When we asked CHW what they mean by our system is not properly maintained to manufacture specification, they could tell us, rather ask us to contact the manufacture.As consumer, we rely on the professional ac service company to provide system checkup and maintenance service We purchased the home warranty to cover in the event of major system failure We offered CHW to talk directly with the tech performed the maintenance service, they declined Regards, [redacted] ***

[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] ,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

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 there was internal failure in the compressor This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor This failure occurred from a lack of proper routine maintenance.In addition to that, based on the picture we received from the technician, it stated that the unit had a hard start kit, which shows that the issue was only temporarily resolved.Per our policy, Section Letter F, Number 12, CHW is not responsible “ for repairs or failures that result from the Contract holder’s failure to perform or routine maintenance...” Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied If you would like to further dispute this claim, you can submit your proper routine maintenance to [email protected] for review If the records show the unit has been properly and routinely maintained, we would adjust the outcome of the claim accordingly; and then follow up with you.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Based on the information received, CHW has determined that the claim is not covered due to lack of proper routine maintenance as indicated in section Letter F, Number of the policyCHW doesn’t require that maintenance records are submitted, however, you are invited to share the maintenance records to have the claim reviewed in hopes of a more favorable outcome CHW doesn’t want to lose any valued customers and wants to be able to assist customers when needed, however, if you would like to cancel your policy you may do soSection Letter L, Number of the policy 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 10% administrative fee and any service costs incurred by us”You can do this by calling the customer service team at ###-###-#### Regards, 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