BASS Services

Dear [redacted] ***,In reviewing your claim, we do not see that this was not covered for many different reasons however the main reason that CHW will not cover this claim is due to the fact that the unit is still under manufactures recall Please see Section FLimitations of Liability #15.We ask that you contact the manufacture and speak with them as they would be able to assist you with the claimOur policy does not cover any units that are under a recall or warranty with the manufacture.Please feel free to contact the technician that had gone to your home for assistance, they will be able to provide you with the diagnosis that states this.If you disagree with the outcome of the claim and do not feel as though there was a power surge or that there is a recall on this unit, we ask that you provide us with the second opinion and we will be happy to review.As a goodwill gesture we have placed a onetime free service call fee onto your policy for any future claims that you have to submit however we will not be able to submit a second one for the washer since it is not a covered claim per our policy unless you can show otherwise Please have your technician reference the claim number for the first claim that you placed for this unit with was [redacted] and provide our authorization with the reason of the failure.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 our web site a [redacted] Upon review of your claim we do see that you had accepted the offer of $towards the new unit Per our policy Section FLimitations of Liability # We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (which at times may be less than retail) to repair or replace any covered system, component or applianceWe do understand that you would like the check to come sooner but CHW is a net company and our system does not release funds for business days We do apologize for any inconvenience that this has caused but we can assure you that the funds will be coming within that time frame.We also regret the frustration that you have had however CHW is in full compliance with our terms and conditions of our policy.Best regards,CHW

Dear [redacted] We regret to hear your frustration Please be advised that we have contacted our Resolutions Director to contact you in regards to your complaint and you will receive a call within 24-48hrsIf you would like to speak with an Escalation Manager, please contact us directly at ###-###-#### Monday-Friday 9am to 6am EST.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 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 policy, we do see that it has expired but when the policy was active you had placed claims AC claim that was not a covered claim due to the failure that the unit hadPer the technician’s diagnosis, the failure was caused by the condenser coils being dirty and needs to be cleaned and the orifice on the evaporator coil was clogged up and needs to be replacedThese are maintenance issuesYou stated that you recently had maintenance done on your unit, if that was the case, this unit would not have failed due to the reasons stated The second claim that you placed was for the Limited Roof Leak Coverage claimOnce the technician was able to diagnose the roof, he advised CHW that the roof was flatPlease review Section E#as it states that we do not cover a flat roof We do regret your frustration with this claim; 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 access was needed in order to make the repair and a carpenter needed create the accessPer our policy, Section Letter D, Number 8, “ Access to drain or sewer lines from vent or removal of water closets ” is not covered 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 covered the cost for the “access” in the amount of $ You accepted this offer.In addition to that, we advised you that as a goodwill gesture, we would cover your claim up to $500.00, which is the cap for the plumbing coverage We advised you that $has already been used for the access and $was left to go towards the repair You were not satisfiedDue to your dissatisfaction with our technicians, please note that you are free to hire your own technician and make the repair, however, please understand that the funds remaining in your coverage is $ If you choose to use your own technician, please contact us directly to advise: ###-###-#### Monday-Friday 8am-8pm or Saturday-Sunday 9am-5:30pm.Please understand that our policy states in Section Letter F, Number that CHW is not liable for “ the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performance ” 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: You advertise full replacement of an item, but then you all say something completely different when an item cannot be repaired I feel scammed Thanks for the outstanding lack of service Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I have submitted Air Condioning problems for repair.all the diagnosis came up with compressors not working correctly .You have denied all Air Conditoning repair claims for various suspicious reasons in your policy manuals.Offering Air Conditoning repair to customers and denying claims for variousresons is misleading customers into thinking there are covered in the event of a Air Conditoning failure.What would satisfy me is that If you at least repaired or replaced out of the submitted Air Conditoning repair claims by having the compressor repaired or replacing the complete unit at [redacted] **By doing this good faith gesture, this will make me believe you are working with people when there are misunderstandings regarding claims and coverage Regards, [redacted]

[redacted] CHW received a picture that show that the part itself was burned and looks as if there is some rust Please again review our policy, Section FLimitations of Liability #which states :“We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure.”We are not able to cover a claim that is against our policy, if you would like to provide a second opinion, you are more than welcome to The pictures that we have clearly show that the this part had rust as well as the sparks that caused the burning damage.We have only two options for you which are to cancel with the refund as we explained would be the policy minus the claims that we have paid or you can provide us with a second opinionPlease note that CHW does not provide our recordings or notes to the customers’ and your name was not on this policy therefore we would not be able to provide you with anything of the sortPlease have the policy owner [redacted] contact us she would like to accept our offer.We would need something in writing stating that you are able to speak on our customer’s behalf.Thank you,CHW

Complaint: [redacted] I am rejecting this response because CHW is not who they say they are Revdex.com complaints proves this fact They look for whatever reason they can to deny claims They changed their reason only after I pointed out that the representative was wrong and she knew it They say "for piece of mind....and things wear out over time....so buy our home warranty services" They leave out the part about not honoring contracts and screwing over hard working, honest people who put their trust in their company Horrible business practice in my opinion Everyone I recommended has cancelled with them as a result of my experience and many more will as I continue to tell my story Regards, [redacted]

I am rejecting this response because: I actually applied for the warranty in Mar h, but my policy didn't take effect until April I also recently just turned on my AC and noticed the problemSo it wouldn't have been a preexisting problem Regards,

Complaint: [redacted] I am rejecting this response because: I will seek another businesses for my home warranty service Regards, [redacted]

Dear [redacted] ,Being that the motor seized and the policy had not been in effect for more than a month, this would still not be covered under our policyPlease see Section F#which states that we do not cover known or unknown pre-existing conditionsAs a good faith offer, we are offering you a refund in full of your policy Please contact us and we will send you the necessary documents to sign to receive the refundPlease call ###-###-####.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 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]

I am rejecting this response because: GMediationIn the event of a dispute over claims or coverage you agree to file a written claim with Us and allow Us thirty (30) calendar days to respond to the claimThe partiesagree to mediate in good faith before resorting to mandatory arbitration in the State of NevadaI hope this safisfies the mediation clause in your contract.Furthermore you have not addressed the fact that your contract states WATER HEATER (Gas and/or Electric)INCLUDED: All components and parts,Therefore, I contend that you can't exclude the Tank of the water heater because the tank is the water heaterI believe the exclusion would be for any extra holding tanks Regards,

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...” If you would like to further dispute this claim, you can submit your proof or maintenance records to [email protected] for review If your records prove that your unit was properly and routinely maintained, we would adjust the outcome of the claim accordinglyWe do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

We apologize for the delay and we are working diligently to get a technician to assist with your claimOur authorizations department will reach out to day to the technician once again in an effort to have this resolved Regards, CHW

Complaint: [redacted] I am rejecting this response because: while CHW feel that they are in compliance, we strongly feel that they are notThey are using excuse of lack of maintenance to avoid paying the claimIf we didn't maintain our system it would not have lasted years - far longer than the average lifespan of a HVAC systemWe did consumer review research and while they may get good reviews for repairs to lesser experience appliances we found multiple complaints from other homeowners that experienced pretty much what we have from CHW - no maintenance to avoid payin claimUnfortunately we just did the research - had we done it before, and not just believed CHW's advertising, we would have bought the policy in the first place.We will be looking for the return of our premium which I hope is very soonAnd confirm we do want our policy cancelled And we we let anyone who will listen know our VERY POOR OPINION OF CHW Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me

Dear [redacted] Tubing that is rubbing together is not a failure, also the area that it is rusted is where the unit is leaking As we stated in our prior response, we do not cover failures that are caused by rust or corrosion Also, we only cover failures that are caused by wear and tearHowever as a goodwill gesture, CHW has offered to assist you with the replacement of the part in the amount of $200.If you would like to accept this offer, kindly contact us at ###-###-#### and accept the offer for the funds to be sent to you.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 the claim was processed in accordance to the policy section Letter F, Number in which CHW is not responsible for repairs related to lack of maintenance We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW