BASS Services

Dear *** [redacted] ,We regret your frustration and do apologize for any inconveniences this may have caused youWe automatic dispatch system contacts all of the best available technicians in your area, and the technician who has the best availability, will pick up your claim*** [redacted] has been dispatched to come to your home for a diagnosis; you may contact them at ###-###-#### to schedule an appointment.We understand your sense of urgency regarding this matter, however, we are not an emergency service company CHW does offer a reimbursement option, which allows a customer to hire their own technician for the diagnosis For future reference:*We reimburse at OUR rates if the claim is a covered failure*You must pay the technician up front, in addition to the SCF*Your technician MUST call authorizations prior to doing any work to complete the repair for approval*Authorization Hours are as follows: Mon-Fri 8AM-7PM; Saturday and Sunday 9-5:30PM.*It takes days to process the reimbursement upon receipt of form*It takes days to process the checkWe do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear Patricia HarrisonOur 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 unit was not covered due to sever lack of maintenance, the pictures that were sent to CHW showed us that the unit was not properly maintained There is dirt and debris in the unit and the coils are dirty as well CHW did offer you a goodwill gesture of $towards this claim but you failed to mention that the property was not occupied Per our policy, we will not cover a claim for a home that does not have people currently living in the space 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 will still stand by our offer of the goodwill gesture of the $that we have authorized already since you did accept but we are not able to assist with more towards this claim.We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

I am rejecting this response because: The last technician that came out never told me there was a gasket issue, in fact he said the seal was OK We talked about the gasket extensively and again her said the gasket was not an issue; he told me he was going to submit the computer board be replaced I thanked him for his diagnosis and he leftThe following day I hear from CHW that the issue he reported was a gasket issue I called the technician and questioned his submittal and asked him why he did not tell me the gasket was an issue when we talked He told me he forgot to tell me about the gasket, which I know is a lie because I have a witness who heard him say the gasket was not an issueThis is why I know now CHW asked him to submit gasket so they will not have to cover the repair CHW runs a SCAM and makes their technicians submit issues that the do not cover I know what the technician originally told me and I have a witness that heard him But to keep CHW as a provider he changes his story the the consumer is the one that suffers..again 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 as if it was processed in accordance to the terms of the policySection Letter F, Number 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” CHW also indicates in the policy section Letter C, Number that prior approval is needed before payment is made on a claimThe invoice that was sent in shows that Freon was added, the unit was cleaned and the fan motor replacedThe heat exchanger is cracked and the evaporator coil has a restrictionThe documentation indicates that the entire unit, including the furnace needs to be replaced Although CHW doesn’t require that maintenance records are sent in, you were invited to send them in for a review of your claim and hopes of a more favorable outcomeThe documentation sent in however, doesn’t demonstrate sufficient maintenanceAn invoice dated 8/26/was submitted that shows that pounds of Freon was added to the unit, this shows that a leak wasn’t repairedOne invoice wouldn’t demonstrate routine maintenance and the maintenance needs to be in accordance to the manufacturer’s warranty We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

[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 it was processed in accordance to the policy section Letter F, Number in which CHW is not responsible for repairs related to known or unknown preexisting conditionsBased on the diagnosis received from the technician it was determined that the failures that occurred with the unit wouldn’t occur in such a short amount of time from the effective date of the policyThe policy was effective on July 19, and the claim placed on 8/1/There were major failures that develop over timeAdditionally, in order for reviews to be completed on claims, the policy needs to be an existing policy and when an attempt was made to submit a second opinion, the policy was no longer active with CHW 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 it appears the claim was processed in accordance with the policy ans you have opted to take advantage of the goodwill gesture payment in the amount of $The check has been processed and mailedYour complaint indicates that you would like to cancel your policy with CHW and a request has been placed to ask that you receive a telephone call regarding thisThe cancellation request was referred to as being “denied” based on the policy, section Letter L, Number which states, 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 feePlease accept the apologies of CHW if you were treated in a manner less than professionalOur teams are trained to be extremely professional and handle all customers in a very respectable manner 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 it appears that it was processed in accordance to the policy, section Letter F, Number in which CHW doesn’t handle repairs related to secondary 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 assetWe are committed to providing a positive customer experience and we take all feedback very seriouslyChoice 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 claim, we do see that the blower wheel fan blade came off and tore the other up, this destroyed the motorThe failure of the wheel is not a wear and tear and would be considered a lack of proper routine maintenancePer our policy, Section FLimitations of Liability #states that CHW does not cover failures that are a lack of proper routine maintenanceIf you feel that this is not an accurate outcome, please provide our authorizations with your maintenance records for reviewPlease send them to [redacted] We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Sincerely, 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 rusted and corroded evaporator coil caused the system leak out 3lbs-4lbs of Freon The rust and corrosion created holes in the evaporator coil, causing the system to leak out FreonPer our policy Section Letter F, Number states that we do not cover “ malfunction or improper operation due to rust or corrosion of all systems and appliances ” At this time, the outcome of the claim standsWe 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] Please accept the apologies of CHW for the issues that have been endured with the technicians that were assigned to your claimPlease note that there policy doesn’t indicate that CHW has days to repairThe policy indicates in section Letter C, Number 2, “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 holidays”The claim was placed on 8/19/and a technician was also assigned on 8/19/Once there were issues the claim was reassigned at your request on 8/23/and a technician was assigned on 8/23/CHW does offer a reimbursement option for customers if you are not able to secure an appointment with a technician in a timeframe that is acceptable to youThis reimbursement process requires that prior approval is sought from CHW prior to repairs as outlined in section Letter C, Number The technician will be reimbursed at the rates of CHW technicians and there is a day processing time for the reimbursementIf you would like to utilize this option, you may call the customer service team directly at ###-###-#### to have the necessary forms sent to you 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: Even after emailing and finally faxing Choice a copy of the invoice I had to wait almost 60-hours for a decision to be made on whether they would approve the work on the claimThey never once called me to inform me of the decisionI received a call from the technician 06/02/at approximately saying that they claim had finally been approvedChoice has failed to live up to the service they are advertising and they are lacking when it comes to customer skillsA simple phone call from there claims department would have sufficed in letting me know that the claim, was in fact approved and that I should be expecting a call from the service technicianI have worked a customer service center before and I always tried to ensure that the customer was taken care before I got off the phone with them or that I was going to obtain a solution / resolution or a satisfactory decision to their problemChoice doesn't care about the customer and is only in business to line their pocketsI have been a valued customer for over 6-years and they don't hesitate to withdraw monies from my account for the service warranty when it's due, but they are very shady and reluctant to pay "ANY" claim when you have one.I am not happy with their service and I will be taking my business to a better my customer friendly home warranty company.Revdex.com thank you so much for being so prompt in your attempt to rectify my dilemmaResiding in Texas without the comfort of Central Air is awful, but add to it that I am not in the greatest of health and it triples the problemSo once again thank you for being promptBut I will "NEVER" be satisfied with Choice again 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] , and find that this resolution is satisfactory to me Regards, [redacted] In Addition,I received the Choice Home Warrantee reimbursement check in the amount of $on 7/25/ Therefore this issue is resolved

After evaluation it was determined that the leak provided in the additional diagnosis is the same leak that was located with the initial claimCHW has also offered a good will gesture to assist with the claim of $which was deniedAt this time, the claim remains a non-covered claim due to our policy section Letter F, Number 12, lack of maintenanceHowever, the goodwill gesture of $still standsIn the event you would like to take advantage of this please call our customer service team at ###-###-####.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 as if it was processed in accordance with the policyThe claim was placed on 7/23/and CHW was able to assign a technician the same dayHowever, it appears that there was an issue with the assigned technicianPlease accept the apologies of CHW for the technician not keeping the scheduled appointment as well as the rude treatment you experienced when calling the officeYour feedback is appreciated and very valuable and will be reported to the Vendor Relations ManagerCHW based the claim determination on the diagnosis received which is that in order to effectively diagnose or repair the issue access was needed which is not covered as stated in section Letter F, Number 2, We are not responsible for providing access to or closing access from any covered item which is concrete-encased or otherwise obstructed or inaccessibleSecond opinions are not covered and CHW does not reimburse for repairs that are made without prior approvalHowever, please send in your invoice to CHW for review for repairs that were madePlease send this to [redacted] and add the claim number to the information 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 becauseI I provided you maintenance records years worth of themI am told you if you needed more information you needed to call the businesses that provided the maintenance on our equipment for air conditionerI provided what you ask for the fact that it wasn't good enough for you is what I am complaining about 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 still believe that I have been over charged for this warranty, and find your company very unfair and difficult to deal with, but based on the refund amount, I will keep it for the remainder of the years in order not to be ripped offI will use the policy to the fullest over that time period 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]

The documentation provided to CHW was deemed insufficient to provide coverage for your claimYour claim has been reviewed and it wasn’t covered due to lack of routine maintenanceThe maintenance that is being referred to is in section Letter F, Number 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 replacementThe maintenance record would include items such as amperage drawings, pressure reading, Freon quality and quantity, coil cleanings, etcAs such, the claim remains a non-covered claimRegards, CHW

May 3, 2017Dear Sir/Madam, I am writing today to complain of the poor service I received from your company Choice Home warrantyI was visited by a HVAC technician from a third party provider on May 1, The technician did arrive late in the afternoon versus the morning appointment time I was givenAlthough, he was late the service provided was exceptionalI was told by the technician due to my air conditioning system being over years old that the parts were obsolete and the he would recommend my system to be replacedDespite having to spend the entire weekend on the hottest days this month with my asthmatic child I suffered in silence knowing that on Monday I would have some sort of relief once my system was servicedI am most annoyed that I wasted an entire day from work and had to use a vacation day to get no resolution for my discomfortMy impression of Choice Home warranty has been tarnished, and I am now concerned about how I can continue doing business with an unethical companyI contacted the customer service department on May 2, to help me so I thought to resolve my complaintI was greeted by a customer representative and after verifying my account information she then stated that per Choice Home warranty policy I can only receive a check for $for an obsolete part and not the replacement of my air conditioning system I then asked the representative that in your company policy it states that if the HVAC system cannot be repaired then it will be replaced.At this point, the customer service representative started to become combative and loud saying that this decision is final and no one can or will change it I feel as though the company is not addressing the technician’s recommendationFor years I’ve been a great customer always paying my bills on timeThe first time the system breaks down and isn’t able to be repaired due to an obsolete partI am being told we cannot help you in replacing your unrepairable system, but we can only pay for the part which is obsoleteThe facts are the system cannot be repaired and even if the part was found that still doesn’t guarantee the system would workChoice home warranty has come to my home on numerous occasions just to put band aids on my HVAC systemIf an item is unable to be repaired then the equivalent cash value of the item should be given or the item should be replacedThat’s part of what the company states so why is my claim being denied for the replacement of my HVAC unitThe company wants to be selective on the words they use from the technician and not acknowledging the recommendation that clearly states a replacement of the HVAC system is needed Since the system is obsolete and all major parts required for repairs can never be retrieved How is it still possible not to assume any responsibility in the replacement of my HVAC system? Please tell me what I can do to get any sort of compensation for this system? There are two sides to this situation and the company is only addressing the side that benefits them and not the customerFurthermore, I find an inability with the company to only comply with part of their policy.I trust this is not the way that Choice Home warranty wishes not to conduct business with a valued customer — I have been with your company for many years and have never encountered such treatment beforeI would welcome the opportunity to discuss matters further and to learn of how you propose a resolution to this situationI look forward to hearing from you.Sincerely, [redacted] *** May 3, 2017Dear Sir/Madam, I am writing today to complain of the poor service I received from your company Choice Home warrantyI was visited by a HVAC technician from a third party provider on May 1, The technician did arrive late in the afternoon versus the morning appointment time I was givenAlthough, he was late the service provided was exceptionalI was told by the technician due to my air conditioning system being over years old that the parts were obsolete and the he would recommend my system to be replacedDespite having to spend the entire weekend on the hottest days this month with my asthmatic child I suffered in silence knowing that on Monday I would have some sort of relief once my system was servicedI am most annoyed that I wasted an entire day from work and had to use a vacation day to get no resolution for my discomfortMy impression of Choice Home warranty has been tarnished, and I am now concerned about how I can continue doing business with an unethical companyI contacted the customer service department on May 2, to help me so I thought to resolve my complaintI was greeted by a customer representative and after verifying my account information she then stated that per Choice Home warranty policy I can only receive a check for $for an obsolete part and not the replacement of my air conditioning system I then asked the representative that in your company policy it states that if the HVAC system cannot be repaired then it will be replaced.At this point, the customer service representative started to become combative and loud saying that this decision is final and no one can or will change it I feel as though the company is not addressing the technician’s recommendationFor years I’ve been a great customer always paying my bills on timeThe first time the system breaks down and isn’t able to be repaired due to an obsolete partI am being told we cannot help you in replacing your unrepairable system, but we can only pay for the part which is obsoleteThe facts are the system cannot be repaired and even if the part was found that still doesn’t guarantee the system would workChoice home warranty has come to my home on numerous occasions just to put band aids on my HVAC systemIf an item is unable to be repaired then the equivalent cash value of the item should be given or the item should be replacedThat’s part of what the company states so why is my claim being denied for the replacement of my HVAC unitThe company wants to be selective on the words they use from the technician and not acknowledging the recommendation that clearly states a replacement of the HVAC system is needed Since the system is obsolete and all major parts required for repairs can never be retrieved How is it still possible not to assume any responsibility in the replacement of my HVAC system? Please tell me what I can do to get any sort of compensation for this system? There are two sides to this situation and the company is only addressing the side that benefits them and not the customerFurthermore, I find an inability with the company to only comply with part of their policy.I trust this is not the way that Choice Home warranty wishes not to conduct business with a valued customer — I have been with your company for many years and have never encountered such treatment beforeI would welcome the opportunity to discuss matters further and to learn of how you propose a resolution to this situationI look forward to hearing from you[redacted] *** Complaint: [redacted] I am rejecting this response because: [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 our web site at [redacted] Upon review of your claim for your heating system we do see that the claim was not covered due to a lack of proper routine maintenance Upon speaking with you, we did explain that routine maintenance would be something that you would have to have done by your own licensed technician per the manufactures specification Please see Section FLimitation of Liability #12.We did advise you if you felt that the diagnosis from the technician was incorrect, you could provide us with a second opinion If you do have maintenance records showing that the unit was properly maintained for the past couple of years, we would be happy to review and see if the claim can be over turned.Best regards,CHW

Complaint: [redacted] I am rejecting this response because: Maintenance records submitted for proof of routine maintenance Records attached to email provided in response Regards, [redacted]