BASS Services

Complaint: [redacted] I am rejecting this response because: Contractor sent to home was unlicensed and not "authorized" per terms of agreementSeveral contractors refused job over months of degree heat due to Choic unrelability of paymentLast contractor refused job due to choicez previous fullfilment lack of paymentUnit in home still remains taken apart and in worse condition than before callUnlicensed Contractor may have even caused the damage Choice is now not covering Regards, [redacted] ***

[redacted] ,The diagnosis that was provided to us along with the pictures show that the unit cracked due to rust and corrosionPer our policy, Section FLimitations of Liability ##states that we do not cover failures such as this You are stating that the flames coming out were caused by the cracked heat exchanger CHW is stating that the crack from the heat exchanger was caused by rust/ corrosion.You are more than welcome to provide to us a second opinion to explain how the heat exchanger was cracked and how the unit failed however until that occurs; this claim will be closed as a non-covered claim.If you do chose to have your own second opinion, please have them contact our authorization department at ###-###-####We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy We also regret that there is nothing further that we can do without a different diagnosisThank you,CHW

[redacted] , We understand your frustration however we are not able to assist you on this claim We do see that you have cancelled the policy and we did follow our policy Section L Cancellations to cancel the policy correctlyCHW charged you the administrative fee as well as provided you back the pro-rated refundCHW is in full compliance with the terms and conditions of our policyThank 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] The claim was handled according to the policySection Letter D, Number indicates that storage or holding tanks aren’t coveredThe plastic piece that needed to be replaced was covered by CHWIf there was an issue with the job that the technician did, that needs to be handled with the technicianSection Letter F, Number 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 damages” We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

CHW outlines in the policy section D, Letter that leak detection tests are not coveredIt is not a requirement to obtain the leak detection tests from the company that was sent to represent CHW to diagnose the problemThe customer is able to provide the results of the leak detection test to CHW or the technician that has been assigned in an effort to have the problem fixedThe leak detection test is used to isolate where the leak is coming from and determine the solutionCHW needed the technician that you decided to use to provide the results of the leak detection test 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 the claim it shows the claims was handled properlyBased on the diagnosis that was received the basket strainer and pipes are leaking and rustedThis is not covered according to the policy section Letter D, Number in which the basket strainer is not covered and section Letter F, Number 1, rust and corrosion aren’t coveredHowever, CHW has made an attempt to work with you and provide a goodwill payment in the amount of $upon receipt of the signed agreement that was sent to you via email on 10/26/It hasn’t been received as of yet Per your request, the 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

Complaint: [redacted] I am rejecting this response because: Chew did receive my request to cancel I have the receipt where they signed for it and the employee that called to say they did not give refunds said that they received itThese people just lie to get out of everything which just proves how they work 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/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 leak found on the evaporator coil which was caused from dirt and rust Please note, that the inspection report that we received confirmed this failurePer our policy, Section Letter B, Number 2, “Known defects of covered items found at the time of home inspection are excluded from coverage until proof of repair or replacement is received by us.”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 provide pictures confirming that the unit was cleaned, you may submit them to [email protected] for review Please note that this does not guarantee that the outcome would overturn Once the photos have been reviewed, we will reach out to you with an updateWe 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:On recorded lines their management stated that it was coveredAlso I am owed money because the service call costed more than $which violated the warranty contractI sent a receipt in for $per managements request for which I have yet to be refunded Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: The refrigerator/Freezer was in perfect working condition until the day of the claim That it decided to break down just one day into the coverage after having made already payments to Choice warranty was a very unfortunate coincidence We purchased this home three years ago with all electrical and non electrical items working properly as per our inspector said ALL electrical appliance were in almost new condition and worked great By letting you know this, you can understand that we are frustrated It should not make a difference in your coverage if an item breaks down one day into coverage, or month, or one year into coverage We went ahead and purchased a new one and now wonder, if we have to purchase an appliance new every time it breaks down, we would encounter a manufacturers year extended warranty and that leaves us to concluded what our money is wasted on a coverage by you that the manufacturer already covers We can provide dozens of family members witnessing that the refrigerator was in fine condition days and weeks before the claim, since children, their spouses, and grandchildren enjoyed getting a drink of water with ice multiple times just the day and weeks before it broke down 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 was processed in accordance with the policy terms outlined in section Letter F, Number in which CHW aren’t responsible for repairs due to lack of maintenanceAlthough it is not required, we do invite our customers to share maintenance records with us in order to review claimsAdditionally, as a good will gesture and in the interest of customer service, CHW did offer to assist you with repairs by providing you with $in which you declined 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 [redacted] Our records indicate we are working with you on a mutual agreement related to your claimWe have sent you an email and are awaiting your reply 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 processed according to the policy. The diagnosis that was received was that the unit is in bad shape and has air leaks from the casing, lacking efficiency, the ignition control is not working, gas blowing through the heat exchanger and the heat exchanger is cracked. Section Letter F, Number 12 of the policy states, “We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For 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”. CHW doesn’t require maintenance records, however, you are invited to submit the maintenance records for a review of your claim. You indicated that at this time, it is too cold to obtain the maintenance records in your residence. Once you have the information, you can submit it to in [redacted] for a review of the non-covered claim. Please note that CHW is not an emergency service. Based on the information that you submitted, you should refer to the technician that initially was there in which the gas leak began to assist with the repairs. 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 claims it appears that all of the claims were processed in accordance with the policyYou recent claim for the washer was processed in accordance to the policy, section F, Letter CHW doesn’t provide coverage for repairs related to rust and corrosionOur goal is to maintain and grow our customers who are very valuableWe would hope that you don’t want to cancel your policyIf you decide to cancel, please call our 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

[redacted] ,If you go through that booklet and you see Section DCoverage you will see all the appliances and you will see exclusions underneath them also you will find Section FLimitations of Liability and please review this section, it goes into detail what we cover and what we don't as wellA new water heater from a Lowes or HomeDepot will run about $300-$that does not include installationThat is why we offered you this amountWe do ask that you read the policy.Thank you,CHW

Complaint: [redacted] I am rejecting this response because:I requested that CHW provide photographic evidence as the property management company representative supervising the repair noted that no tests were conducted in order to determine the nature of the issue. Both the property manager and I were told that CHW was just waiting on parts to be ordered. The original assessment of the AC stated that a part was on back order. I also asked CHW to use the original company that installed and maintained the AC as they were familiar with it and the maintenance history. They contracted a company out of Wilmington over 100 miles away. The tech from Wilmington ran no conclusive tests and phoned in their estimate of repair which was $1770. CHW was notified well over a month ago that the repair needed to be done as soon as possible.Additionally, CHW tried to sell me a "reduced price" service for the repair. This is co sis tent with other complaints regarding CHW: Lie about "comprehensive coverage...no hassel service" and then sell you there services contracts for repairs that should be warrantied. No proof was provided to CHW for the pending repairs and the CHW customer reps admittedly do not understand the equipment or the equipment parts being discussed.CHW is a scam that takes advantage of its customers. I am getting an independent estimate this morning from another company. This will show CHW is a fraud based company who extorts their victims...I am mean customers. Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Well, that wouldn't be very convenient seeing how my contract ends with you in less than hours Regards, [redacted]

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 have received a check for $Please note the date that I have received the check, was after I send the complain to Revdex.comSo CHW owe me $

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 unit was freezing up, the pressures were low, the unit was low 2lbs of Freon and the coils dirty and damaged by hail These failures occurred from a lack of proper routine maintenancePer 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...”If you would like to further dispute this claim, you can send your proper routine maintenance records to [email protected] for review If the records show that the system was properly and routinely maintained, we would adjust the outcome of the claim accordingly You also have the option of getting a second opinion at your own expense If you choose to take this route, please submit the detailed diagnosis invoice to [email protected] for review.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, we do see that CHW had offered and it was accepted a buyout in the amount of $to be sent to you in a check We do see that we had offered to replace the unit that you currently have but unfortunately you were not happy with the unit that we offeredPer the policy, Section FLimitations of Liability #states We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or colorAgain, we do see that you have spoken with the Resolution Manager and he has advised us that this matter has been resolved with the check that we have already authorizedWe do regret your frustration however; CHW is in full compliance with the terms and conditions of our policyRegards,CHW

[redacted] We do apologize that you feel this way about our company since we have paid out on claims on your behalf You had paid so far into CHW $and we have paid out $for your claims Since you are unhappy with our policy, I am offering you a full refund without deducting the claims paid or the cancellation fee You would receive what you have paid into the policy CHW doesn't want to have a customer that doesn't agree with our policy or disagrees with any service we provide If you would like to accept our offer, please advise me and I will send you out the proper paperwork.Thank you,Tracy [redacted]