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 your claim it appears that the Air Conditioning System claim that you submitted was not covered in accordance with the policy, section Letter F, Number 19, we are not responsible for repairs due to secondary damagesBased on the technician’s diagnosis the compressor was already stressed as it was running with a weakened Cap and CFM We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear [redacted] ,Kindly send the receipt to [email protected] and please place the claim number on the receipt along with "POR" - this is for proof of repairThis way any claim that you place in the future will be able to be placed for that unit.We do regret your frustration and we appreciate that you are going to continue to be a customer of CHW.Thank you,CHW

[redacted] CHW has offered to provide you with the funds towards the repair, we are offering at the cost we agreed upon with you in the amount of $ Once you have provided the invoice to us, we more than happy to provide this amount to youIf you would like to contact us to ensure that we have received the invoice once you send it, please feel free to do so We do regret all the frustration and are happy to assist with this claim however we are not able to provide more than the agreed amount.Thank you,CHW

Thank you very much for your help, this complaint has been 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 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.Please be advised that the pictures we received confirmed the lack of maintenancePer 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.If you would like to further dispute this claim, you can submit you submit your proper routine maintenance records to [email protected] for review If the records prove that the system 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

The claim remains a non-covered claim and CHW decided to assist with the non-covered claim by offering to utilize their resources to purchase the parts at a discounted priceThis was a goodwill gestureSection Letter D, Number of the policy states that leak detection tests are not coveredThe service call fee is assessed to all customers when there is a service call dispatched and paid directly to the technicianThis is also outlined in the policy, section CCHW is not responsible for assisting with this claim but made a goodwill gestureThere are no funds due at this time Regards, CHW

Dear [redacted] We regret to hear your frustration.The funds given to you was only a goodwill gesture to assist you on the non-covered claim Please understand that us offering you goodwill funds, does not overturn the outcome of the claim Our Customer Solutions Specialist did advise you that aluminum corrodes and that was the cause of failure You advised that you understoodThe outcome of this claim stands as non-covered.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 was handled properlySection Letter F, Number indicates that CHW is not responsible for repairs related to lack of proper routine maintenanceBased on the diagnosis received, the lack of proper routine maintenance on the system had caused for improper operating temperatures and excessive pressure which resulted in a Freon LeakA representative from the cancellation team has attempted to reach you twice via telephone and after rings the phone is hanging upThere was also an email sent on 8/7/to the email address on filePlease call the CHW team at ###-###-#### We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Complaint: [redacted] The claim number filed with Choice Home Warranty was # [redacted] , if that helpsThe address for the claim was [redacted] TX 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 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 do show that the reason for the failure was due to rust or corrosionPer our policy, Section FLimitations of Liability #states that CHW does not cover failures that are due to rust or corrosion 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] We do apologize for any frustration that you have had with this claim, we do see that CHW has helped you on prior claims that you had with them In reference to this claim, since your policy has been cancelled we are not able to provide you with a goodwill gesture but you cancelled it prematurely leaving CHW no options to assist you Our policy states in Section CWe have the sole and absolute right to select the Service Provider to perform the service; and We will not reimburse for services performed without prior approvalWe did not receive any information that you had your own technician until you had the unit fixed.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policyThank you,CHW

Complaint: [redacted] I am rejecting this response because: There was no correspondence regarding a test that needed to be completed by the owner I have had the same issue with the a/c unit since Each time there is an issue with a leak, and for years, I was not told that this test needed to be done in order for the unit to be covered If this is the case, why wasnt service rejected back in March 2016? Also the years 2015, 2014, 2013, and that Ive had it serviced? Regards, [redacted]

CHW has processed the claims in accordance with the policyThere have been no statements or actions performed to avoid the payment of claimsIf you have any questions, please call the customer service team at ###-###-#### 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 that your claim was processed in accordance with the policy section Letter F, Number in which CHW is not responsible for repairs related to lack of maintenanceAlthough CHW doesn’t require maintenance records, we invite you to send them for review of your claimYou can send this to [email protected] 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] ***

,We sincerely apologize for any inconvenience that this mistake has caused CHW has placed a full refund of the amount $back onto your credit card that you used to sign up with us with I have personally documented the account and have ensured that the credit was placed on 5/14/15, the credit was given back to your credit card Please accept our apology as this was a mistake and your account is inactive, no charges will be placed onto this credit card and no one will contact you for anything in regards to purchasing a policy.Thank you for bringing this to our attention,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 that began on 7/29/15, we do see that you placed a claim for your Plumbing System on 8/6/ CHW dispatched a service provider to your home and it was stated that the toilet in the hall bathroom was leaking and the flapper flush valve and fill valve were not functioning properly The technician explained to CHW that this failure takes time to happen and could not have happened within the short period of time that your policy was in place ( ) eight days.CHW did advise you of this on 8/11/that per our policy Section ACoverage #states: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.You do have days prior to the policy’s start date to review the coverage and ensure that all the units in your home are in proper working order If within these days you decide that this policy is not for you, you can receive a refund Since your policy has been over the day period, you were not able to receive the refund I do see that you had chosen to cancel your policy with us Unfortenelty, we are not able to assist with this claim or the policy.Our policy does state in Section FLimitations of Liability #that we do not cover any known or unknown pre-existing issuesThis means that when entering the policy, although you may not know that the unit is failing, it may not be covered because it was failing prior to the coverage start date Again, this is why we allow days for the coverage to begin and we post our policy online in case you have not received your booklet in the mail You are also able to use your policy number along with the email address for the policy to view your own policy under the account center online.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 We do appreciate your feedback about the plumber as this is not acceptable that he would state this about CHW since we do cover 90% of all claims that are placed.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 policy Based on the diagnosis that we received, it stated that system was empty on Freon Your system being low on Freon indicates that there is a leak somewhere in the system When the leak is not visible, a technician must perform a leak test A leak test would determine the location and cause of the leak, and in addition, the technician would take pictures of the location of the leak, the indoor and outdoor coils, and the model and serial number of the unit Per our policy, Section Letter D, Number 4, we do not cover leak test.The leak test results and pictures showed and confirmed that there was a leak found coming out of the compressor valves This failure occurred due to a lack of proper routine maintenance.Per our policy, Section Letter F, Number 12, 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...”We regret to hear your wishes to cancel If you would like to cancel your policy, please contact our Customer Solutions Department directly at ###-###-####, Monday-Friday 9am to 6pm EST to process your cancellation 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: First of all, the failure wasn't due to failure of maintenance, the compressor was only year old, and just stopped workingBEWR, due to a shorting outYou IMEDIATELY said it had to be lightening, without really knowing this, this is the second costly repair you have deniedThe public needs to know that theycannot count on the company when they need itBUYER BEWARE.Thankfully,it was still under warranty, and replaced at no cost to me, what CHW does is look for excuses or any reason not to pay Regards, Linda [redacted]

I am rejecting this response because: Either I am explaining it wrong or you just don't get it ,yes you gave me money for the stove,the point is the Tech.snaped the gas lines lifting the top of the stove ,after he did that he told me the gas lines were very expensive.He did not even get to replace the igniters,that is why he Went to my rental.One last issue for #1is the tech told my tenants to use the burners that were working and the that needed the igniters to not use them.Buddy I think that is a hazard why because if the little children would have turned them on gas leaking out I believe that would have blown the house up.I don't think I would of been able to sleep at nights after that.You thing you would have been able to sleep,I think so because I think you would of be if I would of called you after that you still would of brushed it of like u are trying to do now,right.#The duct I read that it was not covered,what I explained to you the last time I went to look at it and the flexible duct came of the supply from the furnace.Yes the outer foil of the flexible duct was coming off I wrapped it with heat tape and the flow of heat was coming out in the bedrooms again.#I did no see the 3rd issue maybe you agreed that a techs shouldn't have to come out times to fix a running toilet.Oh sorry the toilet is still leaking past the stopper or the inlet valve.THE 3rd tech wants to repair the toilet but now the tenants are mad because they already had to switch there schedule so the tech could get in the house.What about this I will go in and fix the toilet and you pay me,I have a little experience I worked as a tech for years,I think everyone will be happy after that and I will send a comment in and give you ??????????no I will give you ????????????.Does that sound good,just let me know.Look I am not trying to be smart,just let me now if you would of put up with all of that.If you say yes you won't hear back from me.Have a great weekend my friend,M.Turner