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] Upon review of the claim it appears as if it as handled in accordance to the policy section Letter F, Number in which CHW is not responsible for repairs related to known or unknown preexisting conditionsAdditionally, section Letter F, Number states, “We are not responsible for any repair, replacement, installation, or modification of any covered system or appliance arising from a manufacturer’s recall or defect of said covered items, nor any covered item while still under an existing manufacturer’s, distributor’s, or in-home warranty” We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear [redacted] ***,Choice Home Warranty does not know what vendors that [redacted] uses however the fact is that the diagnosis that was received back from [redacted] stated to us that the unit had a dirty chamber and the unit has sever rust and corrosionThe rust and corrosion was explained to have caused the unit to have restricted air flow in which then caused the unit to failThis is also a lack of proper routine maintenanceAs a good faith offer, CHW is willing to provide you with a goodwill gesture of $to assist with this claim.If you would like to accept this offer, please contact us and we will send you a release agreement to sign and send the check to you once we receive it backThank you,CHW

Dear [redacted] ,The technician advised us that the unit was sized properly, we do understand your frustration however per our policy this would not be something that we would coverIf you have a second opinion, kindly have the technician contact our authorization department at ###-###-####, press option then option This will allow your technician to speak with our inside authorization team.Thank you,CHW

Dear [redacted] We regret to hear your frustrationIn review of claim# [redacted] , we have advised you that in order for us to move forward with this claim, you will need to provide the proof of repair from your previous non-covered AC claim# [redacted] .Please submit the invoice that shows what caused your system to leak Freon and the repair that was done to stop the leak to [email protected] we receive your proof of repair and have reviewed it, we can then move forward with your claim.Regards,CHW

The policy that you purchased is on our website that anyone can view also you could have cancelled the policy for a full refund before the start date of the policy If a unit is under manufacture warranty, per our policy that is something that we do not cover Your manufacture warranty supersedes ours.Please see Section FLimitations of Liability We are not responsible for any repair, replacement, installation, or modification of any covered system or appliance arising from a manufacturer’s recall or defect of said covered items, nor any covered item while still under an existing manufacturer’s, distributor’s, or in-home warranty.Thank you,CHW

[redacted] ,Once you purchase the policy, you are then charged for the policy and are provided days to review the terms and conditions If you disagree with the terms and conditions of the policy within the first days, then you could at that time call us and receive a refund however we would not start the policy before the days You did try to place a claim before the first days which showed us that the failure happened before you purchased the policy.Please see Section ACoverage #which states that all items that are to be placed under our policy will have to be in proper working order on the start date of the policy.We do regret your frustration however CHW is in compliance with our terms and conditions We have agreed to cancel your policy per the terms of the policy, Section LCancellations and you will receive a refund of $189.58.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] Please note that you placed a claim for your refrigerator stating that it was leaking The system would not allow the claim to process as per our policy, Section Letter D, Number 3, we do not cover “ leaks of any kind ” A review of the water heater claim shows that it was processed according to the policyBased on the diagnosis we received, it stated that the tank was leaking and needed to be replaced Per our policy, Section Letter D, Number we do not cover the “ Main, Holding or storage tanks ” Our SrClaims Specialist advised you the outcome of the claim, in which you were not satisfied and requested to cancel your policy In response to your request to cancel, our Customer Solutions Specialist offered a goodwill gesture of $to assist you on the non-covered claim We strive to provide the best customer experience and are glad that you accepted the goodwill funds and decided to keep your policy openRegards, CHW

Complaint: [redacted] I am rejecting this response because: The statement by the company is falseI canceled the policy myself and was told I would be receiving a refundI have received no refundAll my statements in my complaint are correctI will have to report this matter to my other authorities Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: As you know [redacted] the vendor you sent to my house provided you with the same feedback that the failure was due to wear and tear and I offered to have a conference call with your representative and [redacted] to ensure we are all on the same page, you all declined to have that conversation....not sure why...? perhaps because you all did not want honor the contract and pay for repairing the compressorIt doesn't give me any confidence that this attempt will be any differentWhat you all told me was that regardless of what the expert says, it all depends how you choose to interpret the findings hence you won't pay, which I believe is not correctI can have the new company call you only if you agree to reverse your decision based on their findings, and not give the same answer that you gave the first timePlease let me know - thanks! Regards, [redacted] ***

Dear [redacted] , We do regret any confusion, however our inside technical staff has reviewed this claim and they have advised us that the failure of the one part is secondary to the otherThis is a common failure that happens majority of the timeOnce the pressure switch fails on the compressor the condenser fan motor will then fail which makes the compressor secondary failure Please note that CHW will only cover failures that are of wear and tear per our policyWe have offered to assist with the fan motor and the pressure switch however we would need you to provide the paid invoiceKindly send it to [redacted] Thank you, CHW

Complaint: [redacted] I am rejecting this response because: This business is a fraud they are flat out lying in several of there statementsThey did tell me how the reimbursale worked but never sent me the form or told me I could print it from there siteThey continually told me they were looking for a new contractor and never dispatched oneIt was out of desperation and being cold that I contacted a contractor myself and paid out of pocketThey do not hold up to there contract and talk in circles to make you think they are actually helping you when there notI hope something can be done if not for me for the other people who are gonna get RIPPED OFF by this company Regards, [redacted]

The ice maker was added onto the contract when I called the first time to report it's failure, not after the technician came the first timeWhen the technicians came in both cases I had to show them how to remove the panels inside the refrigeratorThese are not quality service companiesThey are not properly trained to effect quality repairsWe are greatly disappointed with both the service of CHW and the two companies that provided on site serviceI am rejecting this response from CHW [redacted] Complaint: [redacted] I am rejecting this response because: Regards, [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/useragreement A review of the claim shows that CHW did process the claim accuratelyThe initial diagnosis which was received was that the unit needed to have a new control boardThis was covered and the technician was paid to complete thisThe technician then advised that the incorrect control board had been placed into the system which was causing it not to workSection Letter F, Number of the policy indicates that CHW is not responsible for repairs related to improper installationThis is something that would need to be addressed with the technician that did the installationSection Letter F, Number of the policy states, “You agree that we are not liable for the negligence or other conduct of the Service Provider, nor are we an insurer of Service Provider’s performanceYou also agree that we are not liable for consequential, incidental, indirect, secondary, or punitive damages”Please contact the technician that cared for this 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:Choice Home Warranty section D, states: "HWA GREEN (Total Plan & Basic Plan) INCLUDED: If a covered system or appliance (limited to Clothes Washer, Clothes Dryer, Refrigerator, Dishwasher, Heating System, and Water Heater) breaks down per Section I above and subject to all other contract inclusions, exclusions and limitations, and it can not be repaired, HWA will replace the appliance with an ENERGY STAR qualified product (subject to availability, exclusions and limitations), one with similar and like features as existing appliance, except:"Choice Home Warranty did not offer a replacement but instead a cash offer of whole sale value which will always be lower than Market RETAIL valueI asked Choice to replace appliance but they stated they do not when section D, states they doWith the amount issued of $400, I cannot replace with a similar appliance with similar features since the public does not have access to whole sale pricing Regards, [redacted]

Dear Mrs***,Per our policy, Section F.#states that CHW will not replace a unit within the first days of the policy CHW did review the claim and did see that failures and the start date of your policy Per Section ACoverage #states that all units must enter the policy in proper working order This unit failed within day that you had the policy CHW was not going to cover the cost per the policy’s restrictions.As a good will gesture, CHW will provide you with a refund of the funds you paid for this policy You made two payments in the amount of $39.69.We are happy to be able to provide a resolution for your concerns.CHW

Dear [redacted] ,We do regret that you felt as though our Customer Service was rude, we do not condone that type of behavior, however we did listen to the call and did hear that our rep was trying to explain to you the terms and conditions of our policy in which you were very upset Our customer service explained that when parts are no longer available per Section FLimitations of Liability #9, CHW If parts are no longer available, We will offer a cash payment in the amount of the average cost between parts and labor of the covered repairWe understand that the technician advised you that you would need a new unit because the one that you have is outdated however CHW is proceeding per the terms of the agreement.The offer for the parts that are no longer available was $180.00, we are willing to increase this offer for you however please note that this is for the part and the labor not for the entire unit We are offering to increase the offer to $350.00.If you would like to accept this offer, please contact us at ###-###-####.Thank you,CHW

Complaint: [redacted] I am rejecting this response because: the AC Company that you hired to physically troubleshoot the problem at my location stated that was not the caseThe unit has been maintained according to the manufacturer recommendationsThe airflow might be one thing that "could" cause the unit to pull more amps but not in my caseThe unit had an internal problem that caused thisHow can you diagnose the problem without physically being onsiteYour Tech diagnosed differently while here The individual I spoke with only had one things on his mind and that was to deny my claim.CHW took the contract and my money to cover the AC that sits outside in Arizona summersThe heat alone could cause the internal problemsI expect that you will do the right thing here and go off the word of the certified Tech that you hired to diagnose the problem Regards, [redacted]

[redacted] Our policy normally does not cover ice makers as it states in our policy however we did provide this to you as an extra coverage The failures that the ice maker had are not wear and tear however the parts that would be needed in order to fix the unit show to be $80.00.As a goodwill gesture, CHW will either provide you back the $that you paid for the extra coverage or we can provide you with $since the parts are no longer available and it was not a covered claim.Kindly contact CHW at ###-###-#### and provide your answer to us.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 at [redacted] Upon review of your policy, we do see that you had placed claims with our company Two of the claims were approved for repair The garage door opener claim that was placed on 9/12/and the pluming claim that was placed on 1/5/ We do see that you had a claim for the air conditioning system and we do regret that this claim was not covered per the terms in our policy that state that any failures due to rust or corrosion are not something that we cover The leak that the unit had was coming from the U bends which was rusted Please see Section FLimitations of Liability #& #that state we do not cover any failures that happen from rust.We do see that you have already cancelled your policy with us and since you were a monthly customer and paid for each month as needed, we do not have any amount to refund you back If you had paid for the policy for a year or more in advance we then would have money to refund you but since you paid as you went along and during the months that you had our services you did use them.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy.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] You have indicated in your complaint that your rusted ductwork needed to be repairedSection Letter F, Numbers and indicates that CHW is not responsible for repairs related to rust and corrosionA review of your claim shows that a diagnosis was received from the technician that indicates that the ductwork was leaking, there were holes in the ductworkAn animal had gone under the home and caused damageSection Letter F, Number indicates that pest damage is not coveredAt this time, the policy is cancelled as well as this claim We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW