BASS Services

[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]

We have made continued efforts to reach you and would like to have an opportunity to speak with you regarding this issuePlease reach out to our customer service team directly at [redacted] 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.

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

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]

Dear [redacted] ,CHW is satisfied with the outcome of this claim, since you are not, you would be responsible for providing a second opinion However; if you would like to cancel the policy since you seem to disagree with the outcome, CHW is willing to provide you with the amount that you paid for the policy and subtract the goodwill gesture that we paid out on the previous claim This will be a total refund of $ If you would like to accept our offer, please contact us at ###-###-#### and we will provide you with a required paper to sign to cancel the policy.Thank you,CHW

Dear [redacted] , We do apologize for the time frame and for any inconveniences this may have caused youWe have received a diagnosis for your unit Please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pmRegards, CHW

Complaint: [redacted] I am rejecting this response because: I WANT AN ANSWER AS TO WHY I WAS LIED TOI understand the cancellation policy, I review contracts for a livingYou have not addressed my complaint of why I was lied to about the part being shipped instead of giving the service tech the approval to purchase it on his own 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] It is not the policy of CHW to not return calls to the customers or to assist them as neededYou should expect to receive a call back from a manager today 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 our web site at http://www.choicehomewarranty.com/user_agreement.php Upon review of your policy, CHW has paid in claims for your home Per our policy Section Lif you chose to cancel the policy pre-maturely, you will be charged a cancellation fee and you would have to pay back what CHW has paid out on your claimsPlease See Section LThis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturerThis is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty You may cancel within the first days of the order date for a refund of the paid contract fees, less a $administrative fee and any service costs incurred by Us This contract shall be non-cancelable by Us except for: Nonpayment of contract fees; Nonpayment of Service Fee, as stated in Section III; Fraud or misrepresentation of facts material by You to the issuance of this contract; 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 fee and any service costs incurred by Us All cancellation requests must be submitted in writing Upon review of your claim for your Air Conditioning System, the failure was due to rust or corrosionCHW does not cover any failures due to this Please see section FLimitations of Liability #The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditionsLastly, CHW posts our policy online for anyone to see, you had received a policy directly after purchase via email and hard copy, you are always able to log on to your account to view it as well and you had days before your policy began to review it If you were not happy with the policy at that time, you were more than welcome to cancel with a full refundWe do apologize that you are unhappy with the claim that has been not covered by our policy; CHW is in full compliance with our terms of our agreement with youWe 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 providersBest regards, CHW

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, The only reason why I did go through the Revdex.com is only because of the rudeness of your costumer representativeIf it wasn't for her I should have not gone this routeThank you for looking into her

Dear [redacted] [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 agreeance If you would like to further dispute this claim, you can submit your proper routine maintenance records to [email protected] for review If the records show that your system has been properly and routinely maintained, we would adjust the claim accordingly.We regret to hear your wish to cancel If you would like to cancel your policy, please contact us directly at ###-###-#### Monday-Friday 9am to 6pm EST and speak with a Customer Solutions SpecialistWe 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] It appears that you and CHW have worked on a mutual agreement in which CHW will pay you $upon the return of the signed agreement that was sent to youIf you have any questions regarding this, please call the customer service team at CHW at ###-###-#### We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear [redacted] ***, Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on [redacted] A review of your policy shows that the claim was handled according to the policyThe diagnosis that was received from CHW was that there were multiple failures that were a result of severe rust and corrosionSection Letter F, Numbers and of the policy indicate that CHW is not responsible for repairs related to rust and corrosionAs a goodwill gesture, CHW did offer to provide you with a goodwill gesture of $to assist with the non-covered repairs and it was declinedThis offer is still available to assist with the claim, however, the claim is not coveredIf you have any questions, please call the CHW customer service team directly at ###-###-#### We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

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 policy, we do see that CHW has assisted you in claims such as:Claim # [redacted] for your Air Conditioning in the amount of $132.00Claim # [redacted] for your Refrigerator in the amount of $165.44In reference to your last claim for your Air Conditioning unit’s claim, we are not able to reimburse you for your husband placing a fan inside the unit because he is not a licensed technician and this was done without prior approval from CHW as stated in the policySection CSERVICE CALLS # We has the sole and absolute right to select the Service Provider to perform the service; and We will not reimburse for services performed without prior approval.We do see that both technicians stated that the wiring was incorrect and both stated that it needs to be fixed I do understand that you feel as though it was the first technician that came to your home as he thought it was your husbandThe first technician reported back to CHW that the “homeowner had cut the wires” CHW will not cover the cost of a unit’s repairs if the technician or your husband had tampered with the unit as stated in Section FLimitations of Liability #19.We do see that you had cancelled your policy with us due to this, we are unable to assist you any further with your policy.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us 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 www.choicehomewarranty.com/useragreementA review of the claim shows that it was processed according to the policyBased on the diagnosis we received, it stated that the thermostat failed and needed to be replaced Choice Home Warranty approved this claim and authorized the technician to come out to make the repair.Two weeks later, we received a call from you stating that your freezer started over freezing again We dispatched the technician back to the home to diagnosis the issue, however, the technician was unable to determine the cause of failure As we strive to provide the best customer experience, we dispatched another technician as a second opinion, at our expense, to diagnose the issue Based on the 2nd diagnosis that we received, it stated that your unit was not cooling as it was low on Freon and needed a new seal system The loss of Freon indicates that there is a leak in the system Per our policy, Section Letter D, Number 3, we do not cover “ Leaks of any kind ” and “ Freon ”Our SrClaims Specialist advised you the outcome of the claim, in which you were not in agreeance with as you stated that you were told by the first technician that the system needed to be replacedPlease note that the recommendation of replacing the unit was never given to Choice Home Warranty by either of the technicians.In regards to the technician’s behavior, Choice Home Warranty would never want you to be upset with the technician that comes to your home nor do we condone any rude behavior We will report this to our Vendor Relations Manager who will then speak with the technician about his manner and tone.Please understand, that per our policy, Section Letter C, Number 4, states that the service call fee must be paid on every claim.You contacted our Customer Solutions Department and requested to cancel your policyAt this time we are unable to move forward as per your request, this policy has been cancelled.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear Mr***,We do see that you have an agreement with CHW and you will be receiving the max amount per the policy of $You will receive the CAP out pricing from per the agreement.Thank you,CHW

Please check the credit card that you signed up with us with, I do see that you were provided a refund again on 10/11/in the amount of $as well as a refund on 08/05/in the amount of $ Please contact our cancellations department if this is not what you are stating, this is the full amount that we do seeThank you,CHW

Dear [redacted] We regret to hear your frustration Please see our policy Section Letter L of Cancellations in regards to our refund policy:LCANCELLATIONthis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturerThis is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty You may cancel within the first days of the order date for a refund of the paid contract fees, less a $administrative fee and any service costs incurred by UsThis contract shall be non-cancelable by Us except for:Nonpayment of contract fees;Nonpayment of Service Fee, as stated in Section III;Fraud or misrepresentation of facts material by You to the issuance of this contract;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 fee and any service costs incurred by Us All cancellation requests must be submitted in writingIf you would like to cancel your policy, please contact our Customer Solutions department at ###-###-#### Monday-Friday 9AM to 6PM EST.Regards, CHW

There was a release agreement send to you at the email address on file earlier this morningOnce it is signed and returned, the form will be processed Regards,CHW