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] A review of the claims that you have placed have indicated that they have been handled per the policyThe claim for the refrigerator that was placed hasn’t been completed as of this timeThe scheduled service appointment is for October 7thCHW apologizes that the technician that was initially dispatched for the claim doesn’t service the brand of unit that you hadAn appointment has been securedSection Letter C, Number of the policy indicates that CHW requires prior approval of claimsThis will ensure that you are aware of the coverageYou have indicated that you would like to cancel the policyCHW doesn’t want to lose any valued customers, however, in order to cancel, please call the customer service team 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 www.choicehomewarranty.com/useragreement A review of your claims show that the claims in question were handled in accordance with the policyThe issue with the stove was diagnosed, however, it was not able to be repaired due to the condition of the stoveSection Letter F, Number of the policy states, “We have the sole right to determine whether a covered system or appliance will be repaired or replacedWe are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color”As a result you were provided with $in April towards the purchase of a new stoveThe claim for the plumbing system in which you had an issue with your toilet was diagnosed as the flapper needing to be adjusted, however, at your request, you wanted a different technician to come, which was doneCHW apologizes if it took longer that you expected to have the issue resolvedFor future references, please know that CHW offers to customers the reimbursement option in which you can select the technician that you would like to complete your work and the technician will be reimbursed at CHW rates and that prior authorization is needed to handle the repairThe CHW customer service team can provide you with the full details on this option should you desire to learn more about itThey can be reached at ###-###-####The final claim in your complaint is the claim for the ductwork in which the technician did come to diagnoseThe ductwork jacket and insulation was deteriorated and needed to be replacedSection Letter F, Number indicates that this is not coveredCHW apologizes that your needs haven’t been met throughout the policyThere are many customers that are happy with the services that have been providedThe goal is to offer the customers peace of mind and there are many that have received thisIt appears that the other claims that you have placed have been successfully processedPlease feel free to call the CHW customer service team with any questions We 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]

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 blower wheel was operating off balance causing excessive vibration, this was caused by debris build up If the system was routinely maintained, this issue would’ve been addressed prior to damaging the motor 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 satisfied We strive to provide the best customer experience, therefore as a goodwill gesture, we offered you $towards the repair You accepted this offer as of 9/28/ Please allow days to process before the check is mailed out.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: the response is nonsenseThe response does not answer the original questionThe claim was rejected based on faulty logicCHW claims debris that entered the air handler unit after the air handler caused the air handler to breakIf CHW can explain how that happened, then I will accept their responseMy guess is that CHW cannot do that, which is why they keep sending responses that have nothing to do with answering that question Regards, [redacted] ***

We do apologize that you were misinformed, you were not charged $to cancel the policy I have reviewed your account and see that the full amount that you had placed went back as a refund to your credit card If you have any further issues, please contact us.Thank you,CHW

Dear [redacted] ,We do regret that you feel as though all Home Warranty Companies are a scamCHW provides our customers with the policy before the start date to ensure that our customers review the terms and conditions and if they disagree, they are able to cancel for a refund.You are welcome to provide CHW with your routine maintenance records for a review of the claim to see if we can provide a more favorable outcome Although this is not a guarantee, we are willing to review them Please send them to [email protected] or fax them to ###-###-####Thank you,CHW

Complaint: [redacted] I am rejecting this response because:It is incorrectSaying the same thing over and over is pointlessObviously I'm prepared to prove you wrong or we wouldn't be at this pointThis isn't a case of my asking for special treatment or for you to bend your rules for meYou are incorrect in your decision and are operating in an unethical fashion, which is not legally allowed in the U.S.AThe Revdex.com was involved in an attempt to give you one last chance to be 'better' at operating your businessInstead, you chose to continue to repeat yourself like a broken record.At this point what I need from you is your decision in writingYour decision needs to be on your letter head, dated, specifically state that you are refusing the necessary, covered repairs, and the specific reasons as to why notSend this to me A.S.A.Pas you are in violation of your own policy which states you are supposed to send me this requested information within seven to ten business days.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] A review of the claim shows that the claim was processed in accordance with the policyThe claim for the heating system was placed online on 11/29/and the policy has an effective date of 11/9/16, however, the information that was placed online when placing the claim indicated that the last date the system was working was 3/31/16, which is months prior to the start of the policyAs such, it would be considered a preexisting conditionSection Letter F, Number indicates that CHW is not responsible for repairs related to unknown or known preexisting conditionsAs a courtesy, CHW sent a technician to the home who determined that there is a bad control boardThis wouldn’t be covered in accordance to the policyThere was a request made to cancel the policy and it was cancelled, however, a request was made to reactivate the policyThere was another call received on 12/5/to cancel the policy at the end of the month, however, once the information was relayed that the cancellation date is effective when the request is made, the customer advised a call back will occur on January 1stIf there are any questions, please call the CHW customer service team at ###-###-#### We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

I am rejecting this response because: Even on the Revdex.com website there information is not accurate, This is why I filed the complaint and is a clear indication of the level of service I received and it is why other consumers need to know.First, I was solicited by your company with the promise of a comprehensive warranty packageI moved from another warranty company and went with our planThis transaction occurred on 3/20/2015, not 4/19/On 4/27/2015, our microwave started to make a funny noise so I called for serviceThe technician came to the house and states the fan was failing and he would place the order for a replacement fanWeeks go by and I hear nothing from the technician nor Choice so I called to check on the statusI was then informed that “Choice” deem it to be a preexisting conditionNow we had another issue, this time it was with our DTV showerChoice rejected the claim because you did not cover the electric valvesThere are no electric valves, there are just valvesThe electical component on the system had nothing to do with valves that failed and the tech indicated that aswell.In good faith we purchased your coverage to obtain piece of mind, instead we received a migraineThe only resolution for us now is a full refund for the months paid and a apology for the non service we received

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] Per our policy, Section ACoverage #states that all units must come into the coverage in proper working orderThe microwave unit that you have did not come into the policy properly It was in poor shape with the door skin loose, had a bad magnetron and high voltage transformer This is something that happens within a long period of time and your policy had only started days prior.We do see that you have cancelled your policy with us therefore there would be nothing more that we could do to assist you.We do regret your frustration with this claim however CHW is in full compliance with our 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] A review of your claims shows it was processed in accordance with the policyThe diagnosis that was received was that the compressor on the unit had failed due to the internal windings shorting to the groundThis failure occurs from the compressor overheating, damaging the internal windings and shorting the compressorThis is not wear and tearSection Letter A, Number of the policy states that CHW is responsible for repairs related to wear and tearAs a result, this claim is not coveredPlease call the CHW customer service team directly if you have any questions 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 www.choicehomewarranty.com/useragreementUpon review of your policy, we do see that you have placed claims with CHW One being for your dryer which CHW did assist and cover the repairs in the amount of $and the other being for the Air Conditioning system.In reference to the AC System, CHW does provide Freon to claims that are covered under our policyWe will not provide Freon for units that are not covered under our terms and conditions This AC System is covered under the manufacture GOODMAN, per our policy Section FLimitations of Liability # 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.” Therefore any claim that you might enter that still is under manufacture warranty will not be covered per our policyWe do apologize if anyone of our Customer Service Agents were rude to you in any possible way, CHW does not condone this type of behavior and we will look into the call and have our Quality Department review for training purposes.We do regret your frustration however, CHW is in full compliance with the terms and conditions of the policyRegards,Choice Home Warranty

Dear [redacted] We do apologize for the inconvenience this may have caused you We have contacted our IT department to remove your information from our do not call or email list Please allow one week your information to processIf you continue to receive solicitations, please forward the email to us at [email protected], so we could revisit the issueRegards,CHW

The CHW policy states in section Letter F, Number that the maintenance and cleaning should be pursuant to manufacturers’ specificationsAlso, records indicate that the unit in question is manufactured by Rheem

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 rust/corrosion found on the evaporator coil that caused the coil to form holes which led to the Freon leak.Per our policy, Section Letter F., Number 1, CHW is not liable for “ malfunction or improper operation due to rust or corrosion of all systems and appliances ”In addition to that, please note that your policy coverage start date was August 21, and as you stated, the last time your unit was working was August 21, Your unit would not have failed within the short lifespan of your policy Per our policy, Section Letter A., Number CHW requires all units to be in proper working order on the effective date of this home warranty contract.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 have placed a onetime free service call fee onto your policy We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,

Dear [redacted] ,,We do regret your frustration however our policy states that all units must enter the policy in proper working order on the day that the policy begins.The unit had more damages than possible within the time frame of the policyTherefore we are offering you a full refund of the amount that was paid for the policy of $ Kindly contact us at ###-###-#### if you would like to acceptThank 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] We have made an effort to reach out to you to resolve this issuePlease call our customer service team directly if you have any questions at [redacted] 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 the claim shows that the claim for your heating system was handled according to the policyThe diagnosis that CHW received from the technician is that the wiring harness that connects to the control board is corroded and won’t accept the signal from the flame sensorSection Letter F, Numbers and of the policy indicates that CHW is not responsible for repairs related to rust and corrosionThere was an invoice received dated 10/for repairs that were completedThe flame sensor was replaced and the duct sealed on another unitThis was done prior to the dispatched technician going out and is not considered a second opinionAdditionally, this was done without prior authorization, which according to Section Letter C, Number 3, prior authorization is needed for reimbursementThis claim remains non-coveredCHW did make an attempt to provide a goodwill payment of $to be used towards repairs and it was declinedThe goodwill offer of $still standsPlease call the CHW customer service team at ###-###-#### if you have questions We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear [redacted] ***,We regret to hear your frustration Please submit your detailed diagnosis to [email protected] for review Once we receive the outcome, we will reach out to youRegards,CHW