BASS Services

Dear [redacted] Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on [redacted] A review of the claim shows that the claim was processed per the policyBased on the diagnosis received by the technician the claim is not coveredThe unit has a locked up compressor which is caused by overheating and high pressuresThis occurs with a lack of proper routine maintenanceSection Letter F, Number of the policy states, “We are not liable for or routine maintenanceWe will not pay for repairs or failures that result from the Contract holder’s failure to perform or routine maintenanceFor example, you are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement”You have indicated that you have had maintenance done several times that were dispatched by CHWCHW doesn’t handle routine maintenanceCHW will assist with the repairs of covered claimsAlthough CHW doesn’t require that maintenance records are submitted, you are invited to submit the maintenance records that you do have to have the non-covered claim reviewedYou can submit this information to [redacted] and be sure to include your claim number on all of the correspondence We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear [redacted] In effort to better our business practices, we have forwarded your response to the Vice President of Processing who will look further into this We hope your next experience with us is satisfactory.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 I never truly expected them to do anything else and have already gotten a new dishwasher though another vendorI just wanted someone else to know of their crooked practices Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: CHW has not called me, period They send an e-mail for me to call themWhen I do call, I am promised the tech will be back in touch with me That has not happened again As a policy holder I am dependent on CHW to send a technician who is honest and has integrityCHW may not be responsible for what the tech does irresponsibly, but I don't understand why I should be the one left with a malfunctioning washer at the expense of CHW CHW needs to re-read how I would like this to be settled and come up with a response that is more targeted/acceptable to customer satisfaction I continue to wait with a washer that is not in proper working condition, thanks their choice of servicemen 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 it appears that the claim was processed in accordance to the policyThe diagnosis that was received from the technician that was the compressor of the air conditioning system failed due to the internal windings shorting to the groundThis is a failure that occurs from the compressor overheating, damaging the internal windings and shorting the compressorThis is not considered wear and tearSection Letter A, Number of the policy indicates that CHW is responsible for repairs related to wear and tearThis claim is not coveredCHW has extended a goodwill gesture payment of $to assist with the repairs, however the call was disconnected the by the customerThis good faith gesture is still available and if you would like to take advantage of this, please call the customer service team 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] A review of the claim shows that the claim was handled in accordance with the policySection Letter C, Number of the policy states, “Upon request for service, we will contact an authorized Service Provider within two (2) days during business hours and four (4) days on weekends and holidaysThe authorized Service Provider will contact you to schedule a mutually convenient appointment during business hours”CHW doesn’t offer emergency service, but repairs of covered claimsBased on the diagnosis that was received from the technician there was an issue with a cracked heat exchanger, rust and corrosionSection Letter F, Numbers and of the policy indicate that CHW is not responsible for repairs related to rust and corrosionCHW attempted to work with you and provide a goodwill gesture to assist towards repair or replacement in the amount of $and it was declinedAt this time, in compliance with your request, your policy has been canceled We do regret your frustration; however CHW is in full compliance with the terms and conditions of our 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 www.choicehomewarranty.com/useragreement Upon review of your claim it appears as if it was processed in accordance to the terms of the policySection Letter F, Number 1, states, “known or unknown pre-existing conditions”The policy effective date was 8/23/and the claim was placed on 8/25/The technician was there and diagnosed the issue as the compressor being weak and overheating causing the unit to shut off and go into thermal overloadThis is not something that happens within the short life span of the policy We do regret your frustration; however CHW is in full compliance with the terms and conditions of our 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.php Due to the fact that your purchase date of the policy was in January, you are subject to the terms and conditions of the policy, Section LCancellations: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 CHW offered you a good will gesture to have a full refund providing that you do sign an agreement that you would not post negative responses about our company because we would provide a good will for you, we will not provide the goodwill gesture if you are going to post or complain about the company We are not obligated to refund you a full refund due to the purchase date of the renewal If you would like to sign the agreement with us, you are more than welcome to do so but then you would have to take any postings down that are negative towards our company Reviewing your policy, I do see that CHW has assisted you with $in authorized claims throughout the years I understand that you had one unsatisfying experience with us and that is why we have offered to assist you with the full refund providing you do sign and agree to the terms of the agreement.Please contact us if you would like to sign and receive the full amount back, if not we can always cancel the policy with a pro-rated amount.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us We do appreciate your feedback as this does help us with our customer service and service providersChoice Home Warranty was in full compliance with its terms & conditions.Best regards,Tracy M

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 condensing coil was dirty and the compressor had internal failure due to the system overheating These failures occur from a lack of proper maintenance.Per our policy, Section Letter F, Number 8, states CHW is not responsible “ for repairs due to failure to clean or maintain as specified by the equipment manufacturer ”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 we offered you funds in the amount of $of goodwill gesture to assist on this non-covered claim, however you declined this offer and requested to cancel your policyYou spoke with our Customer Solution Specialist who increase the of goodwill gesture to $and advised that if you would like to further dispute this claim, you could get a second opinion at your own expense You agreed to get a second opinionIf you would like to further dispute this claim, please submit your detailed invoice with the technician’s diagnosis or submit your maintenance records to [email protected] for reviewIf the outcome should differ, we would adjust the claim accordingly based on our policy.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:Where did you get the heat exchanger was under warranty? If you are only fixing it because of that then you are agreeing that if it wasn't under warranty you would be liable If any of the technicians that came out found it was under warranty I would like that information If not then CHW is liable to fix it Regards, [redacted]

Dear [redacted] ***,Per our last conversation with you, we have come to a settlement agreement to issue you $750 and cancel your policy. We have emailed you the necessary paperwork to sign and return (Email was sent 6.29.17 at 12:19pm EST). Once we receive it, we will send you an email confirmation stating that it was received and that we will start the process to issue you the funds. We will also send an email confirmation when your policy has been cancelled. Regards,CHW

We do apologize that you are frustrated with this claim and upset as well. I do see that CHW has assisted you with all of the other claims that you have placed, there is a total of $587.18 Authorized Claims. Stating that CHW does not pay out on claims is not a factual response.This claim was unfortunately not covered due to the exclusions in the policy, the unit had shown a dirty condenser coils and soot in the furnace. Also, as stated in the previous reply, collapsed ductwork in the attic is not covered under our policy. Section F. Limitations of Liability # 1CHW is in full compliance with our terms of our policy.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, I do see that the ice-maker claim was not a covered claim due to the fact that CHW does not cover ice-makers. The last claim that you had placed for your refrigerator was not covered due to the fact that we were advised that the issue was caused by a lack of proper routine maintenance. It was said that the condenser coils of the unit were dirty and that caused the unit to overheat and therefore cause the board to go bad.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

Dear [redacted] ***, Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable assetWe are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as INCLUDED’ under the terms of the User Agreement sent to you at purchaseIt may also be found on our web site at [redacted] Upon review of your policy with CHW, we do see that we have assisted you in $in authorized claims, since your start date of 3/25/After reviewing the claim for the water heater, it shows that the part is no longer availablePer our policy, Section FLimitations of Liability #states “If parts are no longer available, We will offer a cash payment in the amount of the average cost between parts and labor of the covered repair.” CHW provided you with a check in the amount of $for this part plus laborThis amount was not to cover the tank itself due to the exclusion stated in Section DCoverage #6, CHW does not cover the tanks If you would like to cancel before the check is received, our system will stop the check from dispensingHowever, we will not charge you a cancellation fee of $if you chose to cancel the policy We urge all customers to read the policy and if there are any questions, please contact us for clarification 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:Contrary to their mission statement, I am not getting any peace of mind, quality and it’s certainly not an affordable way to protect things which Choice home warranty (CHW) promised to cover for the year advance payment I made for home warranty.I purchased the policy on 2/28/not but I understand that would have been a typo in CHW’s replyCHW agent who sold me this policy confirmed that warrant has full coverage of air-condition unit, I was never told that I have to produce documented proof of the maintenance of appliances and systems at any pointOften these payments are made in cashWhen the warranty was sold to me, I was made to believe by CHW that it will repair or replace air-condition unit if it breaks downNow when this has actually happened, CHW is making excuses by asking me to produce evidence of maintenanceIf they are a genuine company, why don’t they ask for maintenance records annually or every six months, or at least send reminders that they will not cover anything of maintenance proof is not keptThey are waiting for an episode to happen before they can point at some clause in the rule bookThis is non-compliance to [redacted] unfair practices.Their reply incorrectly states that they covered one unitTo elaborate, when I complained about lack of cooling in my house, their technician came over and put some Freon in one unit and said the other unit also needs Freon but that would be a separate service callSo I called again and another technician was sent, he did not fix anything and asked me to call CHW again, which I didThis time I was told to get Freon Leak test done at my cost, which I did, by paying their technician directlyThen I was asked to send pictures of the evaporation coil, which I didI spend a lot of time, took time off from work to deal with CHW only to find that they just don’t want to pay for the repairThey are saying replacing the evaporation coil will cost me $After a lot of back and forth they are willing to cover $out of $1900, which is unfair and unacceptable 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 your claims show that they were all processed in accordance to the policyThe claim placed on 1/29/was for the ice maker which is not covered under your policyThat coverage is optional coverage which needed to have been purchased either when you purchased the policy or within daysThe claim on 8/4/was for the air conditioning unitThere was a technician dispatched on 8/4/and CHW received a diagnosis from the technician on 8/5/The evaporator coil was frozen and had rust and corrosionSection Letter F, Numbers and of the policy outline that CHW is not responsible for repairs related to rust and corrosionOn 10/31/16, there was a claim placed for the plumbing systemCHW dispatched a technician on the same daySection Letter C, Number of the policy indicates that, “Upon request for service, we will contact an authorized Service Provider within two (2) days during business hours and four (4) days on weekends and holidaysThe authorized Service Provider will contact you to schedule a mutually convenient appointment during business hours” It appears that there was an issue with getting the appointment scheduled with the technician that was dispatched in a timely mannerA complaint was also taken from you and handled internally with the technician being rude which is not acceptable and has been addressedFor this claim, the diagnosis was that the numatic switch had failed and in accordance to section Letter D, Number this is not covered We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear [redacted] We regret to hear your frustration, however the diagnosis stated that the condenser coil was very dirty and the system was low on refrigerant These issues show that there has been a lack of proper routine maintenanceIf you would like to further dispute this claim, please submit your proper routine maintenance records to [email protected] for reviewOnce we review your maintenance records, we will be in contact with you with an updated outcomeRegards, CHW

Dear Mr***,We do apologize for the mix-up, please note that a release agreement was sent to you for the full amount that you have paid for the policy to date which is $437.50.Kindly review your email and send us back the proper document to one of the Customer Advocates that are listed in the email that was sent today the 5th of April.Thank you,CHW

Complaint: [redacted] I am rejecting this response because: Choice Home Warranty continues to claim that the leak in the evaporator coil was caused by rust The evaporator coil is made of copper and the fins are made of aluminium, both of which do not rust.It seems that we are going in circles (please see the back-and-forth on Revdex.com) and it seems that Choice has no interest in honoring its obligations We were without air-conditioning for a number of days this summer which would not have happened had Choice honored its obligations promptly Maybe Choice prefers that the legal-judicial system decide whether Copper or Aluminium can indeed rust At this point, we still prefer to settle without having to go through the legal-judicial system We have not spoken to any lawyer at this point and have not posted anything on any social media The cost of replacing the unit was $4, Regards, [redacted]

[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] I will patiently wait as I have done since August 6th Regards, [redacted]