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] 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

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 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

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]

Dear [redacted] ***s, 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 claim, we see that the heat pump failed due to the windings being badThe overall condition of the unit was in very poor shapePer the diagnosis it states that had there been proper routine maintenance done on the unit, this failure would have been foreseen and prevented Per CHW’s policy, Section FLimitations of Liability #states that all units must be properly maintained per the manufactures specifications We do see that you had stated that you had proper routine maintenance done for the unit however you declined to send them to usYou chose to cancel your policy rather than provide the records leaving CHW no options to assist with this claim We do regret your frustration with this claim; however we are in 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 Mr [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 it was processed according to the policy This was a partially covered claimWe received the diagnosis, which stated that the “tub sprout was leaking” and the “fill valve” for the toilet needed to be replaced We covered the fill valve for the toilet, however, the tub sprout was not coveredSection Letter D, Number of the policy states that fixtures are not coveredChoice Home Warranty spoke with you about the outcome of the claim, in which you stated you understoodWe received a call from you where you did advise us that the technician busted a pipe, which in turn created a leak Section Letter F, Number of the policy states “...We are not liable for the negligence or other conduct of the Service Provider ” You also informed us that the technician did agree to come back to your home to make this repair Choice Home Warranty strives to create the best customer experience, so we contacted the technician in regards the busted pipe and your concerns The technician did advise that he planned on coming back out to your home to make the repair, however, you were not responsive to their phone callsOn behalf of the technician, we also tried to get in contact with you numerous times, however, you were no responsive to our phone calls When we finally got in contact with you, you informed us that you already got the work done by another technician You also informed us that you would be sending the invoice to technicianBelow is the phone number to reach them and they can provide you with their address in which to send it to; ###-###-####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: CHW’s mission is to take advantage of the customers CHW is miles away from proving peace of mindCHW promises lot however, in reality they cover very little and it is deceptive practiceCHW talks about goodwill gesture; it is laughable matter I was the one who compromised on the water heater billIt cost me $to replace the heater and they paid only $ Prior to signing for the service, I clarified the terms for the water heater and other appliances repair I have an email from CHW stating that repairs result of sedimentation or corrosion will be coveredRegarding Central vacuum cleaner, the failure is due wear and tear; it is not due to inlet valvesI am using the same inlet valve after repair to the unitI also have written statement from the repair company, stating that the failure of the unit was not due to inlet valves House square feet question was raised after months Since CHW do not want to provide service and asking more money, CHW is in violation of the contract; therefore they should refund total contact money of $plus Central Vacuum repair bill of $ Please advise how can I post my complain on Revdex.coms website 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

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] ,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

[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

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

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

Dear [redacted] , We do see that you have spoken with our SrCustomer Solutions manager and we are offering to provide you with a refund of the paid policy minus claims paid which comes to a total of $Our Customer Advocate has sent you an email with an attachment for the release agreement that we would need signed in order to process this refundWe do regret the frustration you had with and hope that this mutual resolution is a comparable outcomeRegards, 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] ***

Complaint: [redacted] I am rejecting this response because: Choice Home Warranty was advised to contact my legal counsel to discuss the claim Choice Home Warranty was requested to provide the name and contact number of their legal representative but to date has not done so Please be advised that all legal options will be explored, including Piercing The Corporate Veil if necessary Choice Home Warranty is advised to contact my legal counsel per contact information provided under separate email Regards, [redacted]

Dear [redacted] [redacted] ,CHW is offering the value of the repair for the system per our policy, Section F#which states “ We reserve the right to offer cash back in lieu of repair or replacement in the amount of our actual cost which sometimes maybe less than retail valueTo repair or replace any covered system, component or applianceThe cost to repair this unit would have been $468.60, CHW has now offered you $ We are willing to increase the amount for you however this is the highest that we are willing to go per the terms Our offer is $for the claim If you would like to accept, please contact us at ###-###-#### and we will authorize the check for you Please note that our checks take days for processing.Thank you,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 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]

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