BASS Services

Dear [redacted] We regret to hear your frustration, however, Choice Home Warranty does not advertiseYou purchased our policy on August 11, 2015, and was given days to review your policy Our policy is online at www.choicehomewarranty.com for public viewingOur 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 compressor shorted to ground This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor This failure does not constitute wear and tear as there are many safeguards that work to prevent these types of failures Per our policy, Section Letter A, Number 2, we cover failures that “Become inoperative due to wear and tear ” Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfiedWe strive to provide the best customer experience, therefore we offered a goodwill gesture in the amount of $to assist you on this non-covered claim You accepted this offerPlease allow days for your check to processWe do regret your frustration, however CHW is in full compliance with the terms and conditions of our policyRegards, CHW

Complaint: [redacted] I am rejecting this response because: 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, we do see that you placed a claim for your Air Conditioning SystemCHW was provided a diagnosis stated that the evaporator coil was leaking water, the unit was corroded in the evaporator pan, and also these parts are mismatched coil on the condenserPer our policy, Section DCoverage #states that CHW does not cover water leaks, mismatched systems and also rust or corrosion We do see that you had a second opinion that provided us with a diagnosis and we were informed that the heat exchanger and assembly to be in poor shapeNot properly maintainedThis would result in a crack such as thisLimitations of Liability #which is a lack of proper routine maintenanceWe do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear Cole WernerOur 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 policy that began on 8/7/15, the claim that you placed on 9/9/for your Air Conditioning unit, could not be covered due to the fact that the unit did not come into the policy in proper working order as it is stated it has to be in order to be covered Please see Section ACoverage #of our policy:Are in place and in proper working order on the effective date of this home warranty contractThis contract does not cover any known or unknown pre-existing conditionsIt is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or componentsThis contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,square feet, unless an alternative dwelling type (i.eabove 5,square feet or multi-unit home) is applied, and appropriate fee is paidCoverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homesThis contract describes the basic coverage and options availableCoverage is subject to limitations and conditions specified in this contractPlease read your contract carefullyNOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.Also, you had stated that days prior to the date of the claim you had paid a technician $to add Freon to your unit and it is not working again As our rep explained to you that is showing that the unit is not properly working and a sealed system should never be low on Freon We do apologize but an inspection report doesn’t constitute for a proper maintenance as it is an inspection if the unit runs or not, it will not state if the unit has proper levels of Freon or if the unit was ever maintained.We are not able to cover a claim that is pre-existing to the policy start date and shows a lack of proper maintenanceWe do appreciate your feedback as this does help us with our customer service and service providers.Best 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 I do see that you had opened your policy with CHW on 5/2/and you placed your claim for your washer days after your policy started on 5/4/ Choice Home Warranty sent out [redacted] Appliance Services who advised us that because they thought the unit was under manufacture warranty, you would not allow them to touch the unit We did request them to go back to your home but they declined, stating that they refused to go back to your home Since we did need a technician to go back to your home after we did find out that you had a one year warranty but that was in 2011, we then dispatched [redacted] Service & Repair to come to your home Tommy the technician stated to CHW that your unit had multiple failures, including: unit control has shorted relay, door lock assembly shorted & cold water valve will not open These failures cannot happen within the days of the policy being active Per our policy, you must come into the contract with all units in proper working order Please see Section ACoverage#Are in place and in proper working order on the effective date of this home warranty contractThis contract does not cover any known or unknown pre-existing conditionsIt is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or componentsThis contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,square feet, unless an alternative dwelling type (i.eabove 5,square feet or multi-unit home) is applied, and appropriate fee is paidCoverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homesThis contract describes the basic coverage and options availableCoverage is subject to limitations and conditions specified in this contractPlease read your contract carefullyNOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.We always want our customers to understand that all policies have exclusions and CHW does follow our policy We do our best to assist the customers and approve claims that are submitted to us We do apologize for your frustration with these claims CHW is in full compliance with our policy.We do appreciate your feedback as this does help us with our customer service and service providers.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] Upon review of your claim it appears that your claim was processed in accordance to the CHW policy section Letter D, Number which indicates that main, holding or storage tanks are not coveredThe diagnosis provided to CHW stated that there was water leaking from the tankThe heating claim that was placed on 3/14/was not covered as it was indicated as a preexisting conditionIn accordance to the policy, section Letter F, Number 1, CHW isn’t responsible for repairs related to known or unknown preexisting conditionsThe policy has an effective date of 3/5/and with the diagnosis of the inducer and pressure switch failing, it was deemed that these are failures that take time to fail and would not have occurred in such a short span of the policyCHW is a company that is proud to be able to offer peace of mind to their customers in accordance to the guidelines of the policySection Letter L states you may cancel after the first days and you shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $administrative feeAs such, a full refund will not be providedCHW values all customers and would not want to lose any customers, however, if you would like to cancel your policy, you may call customer service 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 [redacted] We apologize for the excessive marketing attemptsWe have removed your name from the list 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 the evaporator coil was leaking due to rust and corrosion Please note that along with the diagnosis, we did receive pictures of the coil, which confirmed the rust and corrosion 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 understood.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear, BBB, I'm tired of waiting so I'll accept... $500. But if you can ask CHW or Mr. Aaron how come $700 in July 2015 become $500 now. RevDex.com: I have reviewed the response made by the business in reference to complaint ID and find that this resolution is satisfactory to me.

Dear [redacted] ,We do see that your policy had been cancelled and therefore the check did not go out It is an automatic system and if the policy is cancelled, the checks do not go out As a goodwill gesture we have placed the request that the check is mailed to you and to over-ride the system for you Our check process does take business days and we will do our best to have it sent to you as soon as possible.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 policy section Letter F, Number 19, which indicates CHW is not responsible for repairs due to secondary damagesCHW also received information that the vent for the unit was clogged which caused the unit to overheat and cause further damagesThe claim was partially covered however and a payment in the amount of $was sent to the technician 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 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.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 We strive to provide the best customer experience, therefore, as a goodwill gesture we have applied a onetime free service call fee onto your policyWe 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 did not know the cost to replace the unit when I spoke with the rep I paid $to replace it The $figure was inaccurate and was simply me trying desperately to negotiate more money from a company refusing to replace my hot water heater The fact that a part is unavailable does not mean the company is not responsible to replace or repair the unit If you cannot fix it, you must replace it You owe me $1285, which I paid Al's Plumbing, and which is less than Knight's Plumbing quoted me (your hired contractor) It is reprehensible to offer a repair or replacement policy and then refuse to replace it when it cannot be repaired Your own contractor said it could not be repaired and must be replaced Regards, [redacted]

We do apologize for any frustration that this claim or policy has caused you CHW has given you a goodwill gesture of a full refund and we have cancelled your policy CHW does not normally refund a customer an entire policy once they have placed a claimAgain, out of good faith CHW did give you a full refund and we do apologize that you were not happy with the service or coverage we were able to provideRespectfully,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 Upon review of your claim, I do see that your policy began on 6/15/and you placed your claim on 7/10/ The technician stated that the unit needed a new compressor and that the one that you had was shorted to the ground, it was popping the breaker We did ask the technician if this could happen within the amount of time that you had the policy or could it be something that happened longer than the policy dated It was explained to us that this unit had been failing for a while and with maintenance it would have been found As a goodwill gesture CHW did try to have the unit fixed but it could not be and the reason was a lack of proper maintenance The unit didn’t come into the policy in proper working order.Per our policy Section ACoverage #states that all units must come into the policy in proper working orderPlease see below: Are in place and in proper working order on the effective date of this home warranty contractThis contract does not cover any known or unknown pre-existing conditionsIt is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or componentsThis contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,square feet, unless an alternative dwelling type (i.eabove 5,square feet or multi-unit home) is applied, and appropriate fee is paidCoverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homesThis contract describes the basic coverage and options availableCoverage is subject to limitations and conditions specified in this contractPlease read your contract carefullyNOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.Also, please see Section FLimitations of Liability #12We 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.We do apologize if anyone treated you unprofessionally as CHW does not condone that type of behavior We will review the calls and handle accordinglyWe 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,CHW

Dear *** [redacted] ,We do apologize for the inconvenience this may have caused you We have contacted our IT department to remove your information from our do not call or email list Please allow one week your information to processIf you continue to receive solicitations, please forward the email to us at [redacted] , so we could revisit the issueRegards,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 Regards, [redacted]

Dear [redacted] ,We regret to hear your frustration We take your feedback very seriously, therefore, we have forwarded your comments to The Director of Vendor Relations who will handle the issue accordingly Please note, we are not authorized to give any technician’s licensing information, however you are always free to obtain it directly from the technician We are glad to inform you that our Authorization’s Director re-reviewed your claim and has overturned the outcome of this claim to “covered.”We are extending two options for you:1) We can authorize compressor replacement but when doing compressor replacement there is $in non-covered fees which include reclaim, recovery, and disposalOur cost for the compressor and install is $750.2) We can apply the funds to put towards replacement of the entire AC systemWe will also allow them to use our wholesalers account to purchase the equipment to save money on costThis will get them a brand new R410A SEER system which will come with a standard year warranty and year parts warranty if registeredCost of the equipment is $ ___$1139.60_____ and cost of the techs install is $_1200_________.Please note if you choose to use our technician to do replacement of the system we will deduct our cost for the compressor replacement off the cost of the equipmentYou would be responsible for balance of equipment to us and installation cost to the tech.Please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm EST to accept one of the offers In addition to that, we have applied a onetime free SCF to your policy.Regads,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 meChoice Warranty retention department has resolve all of my issuesSpoke to Patty in retention she was very nice and understanding Regards, [redacted]

The policy offers peace of mind and repairs that are covered under the guidelines established in the policyCHW doesn’t want to lose any valued customers, however, if you would like to cancel you can call the customer service team directly at CHW at ###-###-####Please refer to your policy, section Letter L, Number for cancellations Regards, CHW