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 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

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]

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

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 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

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 home service agreement Section Letter C, Number e CHW is not responsible for repairs handled without prior approval. Although we would hate to lose you as a valued customer if you are interested in canceling your agreement with CHW please call us at 1-888-531-5403. 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, I do see that you filed a claim for your Air Conditioning system but it was not covered due to a lack of routine maintenance, we have it not covered due to rust and corrosion The end result of rust and corrosion would be a lack of proper routine maintenance which both are not covered in our policy.We do not have any documentations of this account that you would like to cancel, we do see that on your previous account you stopped paying and were behind payments then we cancelled you ourselvesThis was for policy [redacted] that you purchased on 10/24/and was to begin on 11/24/ The policy that you are referring to is policy [redacted] , that you had paid $a month for Per our cancellations Section Lyou would not be entitled to a refund since you had our policy for the amount of time and had coverageI will have a manager in the cancellations department contact you in regards to cancelling the policy but in regards to your claim, this is a non-covered failure that CHW will not be able to provide the funds for.We urge all customers to take the day grace period to review their policy and contact us with any questions that they might have This grace period is also the time that you should have all the units checked in your home and ensure that they are in proper working order for the start date of the policy as stated in Section ACoverage #3.We do regret the frustration with this claim however; CHW is in full compliance with the 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] A check in the amount of $was mailed on July 12th via US Postal mail to the address on fileIf you haven’t received the check please call the customer service team at [redacted] 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: I knew this particular business would try and cover their assesThe wholesale price for the microwave doesn't cover the microwave I will have to replace above my stoveFurthermore nothing in the contract said I had to settle for wholesale crapThis contract was not paid by me at a wholesale priceThat's fine I will be cancelling my contract and never ever do business with CHW ever again.It is also my duty to inform other customers of the wholesale prices they will receive if they have an item that cannot be fixedFor years my contract was for and only used it 2x was goodI shutter to think if I had to go through this oftenI am not requesting an answer because u people suckAll I am awaiting is the check which I was told would arrive on the 15th of AprilNow I am hearing the 27th of AprilAnd CHW takes pride in their business! GO FIGURE! I definitely will be cancelling my contract June for sureThis is an unprofessional company that cheats people out of their money then quote that bull crap contractGet some customer service people who have an understanding of English speaking people also I am totally appalled at CHW!!!!!!! Regards, [redacted] ***

CHW was extremely flexible and accommodated the request to cancel the additional policy under other guidelines, however, in accordance with the policy as stated previously, this account can be cancelled in accordance to the policy as stated in section Letter L, Number If you have any questions, please call our customer service team at ###-###-#### Regards, CHW

I am rejecting this response because: The two shut-off valves, which feeds cold and hot water to the shower were also replaced at $Why this is not covered?These shut-off valves are necessary to shut-off water to the shower so that teh vslve for the shower be replaced.I would rather had CHW paid $900+ to their own plumber rather than me going through this hassle and wasting Revdex.com and my time

Complaint: [redacted] I am rejecting this response because: The company that did the maintenance on the unit called choice and tild them in detail the work he preformedHe said that proper maintenance was preformed on unitThe Choice repAdmitted that the coils going out was due to the age of the unitIt states clearly in the contract that they do not refuse warranty due to the age of the unitWe did proper maintenance on unit as asked by ChoiceNow that there is an issue with the unit because unfortunately no unit lasts forever, they are refusing to fix it 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] CHW and I have mutally agreed on a settlement of my claim Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: The technician, a Choice Home Warranty technician, came and physically examined my furnace, and determined that there was NOT rust on my furnaceThe technician determined that the discoloration that can be seen in the pictures has been caused by flames coming out, caused by the cracked heat exchangerYou are welcome to call the technician (again), and confirm that it was not rust 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 your claim was covered in accordance to the policy section Letter F, Number in which CHW is not responsible for repairs related to lack of maintenanceAlthough not required, we do invite you to send in maintenance records to be reviewed in hopes of a more favorable outcomeYou can submit this information to [email protected] We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

[redacted] , Per the technician’s diagnosis, the AC was “nearly empty of Freon”, he also stated that the Freon was leaking out of the coil due to rusting and corrosion of the coilPer our policy, Section FLimitations of Liability #as well as #states that we do not cover failures that are due to rust Also, per the policy Section DCoverage #under the excluded portion “leak detection” tests are not a covered item either We do understand your frustration however this claim would not be a covered claim under or policy guidelines Thank you, CHW

Records indicate that you have advised CHW that the technician that was there previously was responsible for the broken sensorPlease reach out directly to that technician to have this repairedAs outlined in the policy section Letter F, Number CHW is not responsibleYou agree that We are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performanceYou also agree that We are not liable for consequential, incidental, indirect, secondary, or punitive damages 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 indicates is has been processed according to the policyThe part that is needed to properly fix the unit is no longer availableCHW doesn’t provide coverage for substitute parts to make repairsSection Letter F, Number 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”As a result, CHW did offer to provide you with $Notes further indicate that you have called CHW and provided an alternate part number and as promised the proper department has been asked to confirmYou can expect a call back from the management team at CHW regarding the information that was submittedShould you have any questions, please call the CHW customer service team 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] ment Upon review of your claim it appears that your claim was processed in accordance to the policyIn accordance to the policy section Letter D, Number energy management systems are not coveredAdditionally, section Letter F, Number indicates that secondary damages are not coveredAlso if there are issues with that were caused by technicians please also refer to section Letter F, Number which indicates you agree that we are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performanceYou also agree that we are not liable for consequential, incidental, indirect, secondary, or punitive damagesYou expressly waive the right to all such damages 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] CHW wants to be able to ensure all customers are satisfied and is committed to abiding by the policy that is in placeIf you have contract issues, customer service issues, guarantee or warranty issues, you may always call the customer service team directly at ###-###-####A review of your claims shows that there has been claim that wasn’t coveredThe claim placed on 8/1/for your air conditioning system which wasn’t covered in accordance with section Letter D, Number of the policy in which the thermal expansion valve is not coveredHowever, CHW provided you with a payment of $for goodwill to be used towards repairsSection Letter L, Number of the policy outlines the cancellation policy 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 10% administrative fee and any service costs incurred by Us” We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW