BASS Services

Dear [redacted] ,Per the policy, Section Letter F#states that CHW is not responsible for the technician’s negligence We did review the previous claim and it did not state that the technician replaced your pump, it stated that “the housing of the pump needed a drain plug and an “O” Ring” CHW did authorize this repair for you and did have [redacted] complete the repair.If you feel as though that company did something to the motor to make it break in any way, we do ask that you contact the company who is responsible, the number is [redacted] .In reference to the service call fee that the last technician did receive; this fee is due for any claim that a technician goes out to unless it is within days of the prior claim As a goodwill gesture we have added a onetime free service call fee to your policy but please keep in mind that you will have to pay for each service call no matter if it is covered claim or not.We do hope that you get this resolved as quickly as possible.Regards,CHW

I've already advised CHW that they have the most recent records of service from my February claimThe floor manager David L., had advised me that they had this one fileDuring that period, I also experienced issues with their service regarding my A/C unitAt the time, my A/C stopped cooling around 3:30PM CST when I arrived home and I opened a claim to have a technician assignedCHW representatives made no effort to ensure that it was escalated even though I had advised them that temperatures were getting to unsafe levels in my homeAs a result of this being over extended; I had to call my own technician whom diagnosed the issue, which was a part that was due to wear and tearThe technician at the time also serviced my unit, which I was aware that I would not be reimbursed for; however I typically maintenance my unit near Spring according to manufacturer guidelines before the extreme heat during the summer monthsWhen I called for reimbursement, CHW also reneged on their policy as they had previously advised me that due to their service representatives error in forgetting to assign a technician, they would approve the cost of the repair as long as it was within average market pricing of the top technicians in my areaI was advised that they would only cover $of reimbursement on a repair that was $plusI inquired as to why since the part itself was over $and was advised that they don't pay for emergency services, which I was previously advised that they would reimburseI argued that there were no emergency fees or after-hours fees charged by my technician and that it was a fair amount for repair, according to their point of reference ( [redacted] ***)I was advised now that they prefer I use their vendors which they have negotiated lower than market prices for and will only reimburse me for thatI'm still puzzled as to these contradictory responses and why they believe that $reimbursement would be suffice for any major appliance repair job with partsAfter many weeks of complaints; I was finally given a "courtesy" reimbursement for the claim minus my regular service maintenance fees that I paid the technicianMy logic to this service record reference is that if my unit was properly working and I also paid additional for routine annual maintenanceI'm puzzled as to how could they cite a failure due to poor maintenance? I'm also contesting that they are requesting unreasonable records and this directly violates the terms of their Federal Judgement class action law suit that was filed by the New Jersey Consumer Affairs Division for unfair and deceptive business practices back in 2015, which I don't need to remind them that they are still being regulated and monitoredThis is a blatant attempt to not pay on my claim as I was advised that even though my unit was the original that came with the home in 1985; the "safeguards" that would protect the unit from shorting to ground is not susceptible to failure due to wear and tearI think that this is preposterous that they believe that a unit built in is not going to break down and it's safeguards and mechanics will not failThis sounds highly unreasonable and deceptiveI've already filed a notice with both the New Jersey Consumer Affairs Division and the [redacted] Consumer Affairs Division at the Office of the Attorney general and notified them of the continued violations of this business and how they have put the safety of my family and I in jeopardy over this claimThey will be liable for damages due to negligence if this issue is not resolved as I plan to take this further as another class action claim should CHW remain to be in violation and avoid resolution of my valid claim In addition, I will also be alerting national business review journals and TV stations of this egregious issue if my issue is not address and resolved to satisfactoryI've paid thousands of dollars to CHW since and this company has proven to be a scam for consumers according to their track record Regards,

Dear [redacted] ,We regret to hear your frustration Our records show that your previous policy ended on 4/13/2017, which was months ago Please be advised that your new policy coverage start date is 11/29/ Unfortunately, you are not able to place claims until your start date.Regards,CHW

Complaint: [redacted] I am rejecting this response because: Choice Home Warrantys own customer service supervisor stated to me " We don't know anything about the technicians we send to your house" This told me that they could send any fool with a license to my houseChoice Home Warrantys claims rep then stated to me "You should have been outside with the tech...thats what I do." I told him I had a year old in the house with me at the time and my only concern was to keep the child cool, I thought I could trust Choice Home Warranty to send me a respectable Technician not some lying thief who was only intrested in getting my $then moving on to the next victim of the heat wave that hitHis response was .....well thats not our problem" Choice Home Warranty still doesnt seem to understand that THEIR technician committed fraud, their tech said I didn't have any freon at allWhile the guy I also had to pay stated I in fact had TOO MUCH freon Choice Home Warranty should repay my $that I paid to their conartist/fraud of a technician, My contract reads that I HAVE TO accept their Representitives/Techs so I had no way of knowing this guys reputation., so how can I be responsible for their Fraudulant rep? Sincerely, [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] Upon review of your claim it appears that your claim was covered by CHWHowever, in accordance with the policy section Letter F, Number which 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 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 our web site at http://www.choicehomewarranty.com/user_agreement.php We see that your policy started on 5/3/and you called in a claim on 5/9/stating that your Air Conditioning System hadn't worked in over a week This would make it so your unit stopped working before the policy start date, hence pre-existing to the policyWe do apologize, CHW does expect all units to enter the policy in good working condition Please see Section ACoverage # 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.Unfortunately, we are unable to cover this claim for you and in order for this unit to be covered under our policy, you would have to have it fixed and provide CHW a copy of the proof of repair You can send the proof of repair to I [redacted] and reference your claim number.Thank you,CHW

Complaint: [redacted] I am rejecting this response because: The agreement does not allow me freedom of speech regarding my experience with CHWI requested that the restrictions be removed and I have not received a revised agreementI will not agree to the restrictionsI just want my money back Regards, [redacted]

[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] , although this company is a complete rip off, I will accept this as my own fault This company will never fix any repair and will always find a reason not to replace or repair an itemI have cancelled the service and will let every realtor, family member, friend, and any one who is willing to list to NEVER use Choice Home Warranty!!!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 policyThe diagnosis that was received stated that the condenser coil was rusted which caused the system to leak Freon Per our policy, Section Letter F, Number and 8, we do not cover failures caused by rust and or corrosionPlease note, if a technician can visibly determine the location and cause of the leak, there would be no need for a leak testOur 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 we offered you $to assist you on this non-covered claim, in which you declinedWe regret to hear your wishes to cancel If you want to move forward with cancelling your policy, please contact our Customer Solutions Department at ###-###-#### Monday-Friday 9am to 6pm ESTWe 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 frustrationYou are entitled to getting a second opinion at your own expense If you choose to get a second opinion, please submit the detailed invoice that shows the diagnosis to [email protected] for review If the outcome is different, we would adjust the claim accordingly, based on our policy Otherwise, the outcome of this claim standsPlease note that the goodwill funds in the amount of $was authorized on July 17, 2017, please allow days to process before the check is mailed outRegards,CHW

Complaint: [redacted] I am rejecting this response because:It is impossible to know everything that might not be in impeccable working condition in a year old house when putting a home warranty in placeI thought this was why home warranty's existedTo protect you against that unknowns of things that break in your homeThe Choice Home Warranty is worded in a manner that gives them an out to not cover anything they choose not to repairIf I knew nothing was going to break down why would I need a home warranty? I believe Choice Home Warranty utilizes unethical business practices to take peoples money giving them the belief of stated 'peace of mind' with little to no intent of actually paying for covered repairs.While on hold attempting to get authorization to get my AC repaired it was stated many times, over and over, "Sooner or later Everything wears out", "Nothing lasts forever", and "We do everything we can to help you get back on track"I see these statement as nothing but empty, misleading promises.I want to have my AC fixed Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: CHW's technician clearly told me at the first visit that he or another technician needed to come back to check a leak and the check took 24hrsHowever, he or another tech never come back to check a leak Therefore, CHW must not assume that the problem resulted from a leakIn addition, their assumption was totally wrong, proving by my repair replacing only its mainboard and evaporator motor My refrigerator is currently working without any problem If CWH sent the tech or another tech to check a leak and confirmed that there was a leak, I would have not file the complaintThe CHW contract was made on Jan6, and activated from Feb.7, 2016, one month later after the actual purchase dateIt is not right that CHW made a comment saying I filed a complaint right after I made a contract with them Regards, W [redacted] ***

Complaint: [redacted] I am rejecting this response because: We have not received the label to return the part which then in turn you all will credit us Our credit card bill will be showing up sooner than your company will credit our money This has been weeks now 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 [redacted] Upon review of your claim, we do see that the unit was not covered per our policy, Section FLimitations of Liability #& CHW does not cover failures that are caused by rust or corrosionEven if the rust or corrosion is caused by wear and tear, this is a specific exclusion to our policy that we do not cover CHW did receive the pictures from the unit and after careful review; we do see that the area of leakage is from rust and or corrosion We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

The release agreement is necessary in order to provide the discussed payment of $Food spoilage is something that is not covered in the contract but in the interest of customer service CHW wanted to assistThe agreement is still valid if you would like to take advantage of itOnce it is received it will be submitted for processingIf you have any questions regarding the agreement, please call the customer service team directly at ###-###-#### Regards, CHW

Dear [redacted] ***,We do apologize on behalf of the technician, we assign a tech to the claim and it is their responsibility to keep the appointment with the customer We have documented this in their file for the Territory Manager to review with them and action will be taken against them for not showing up.We are happy to hear that your claim is resolved and as a goodwill gesture we have placed a onetime free service call fee onto your policy for the next claim that you may have.Thank you,CHW

Dear [redacted] , We strive to provide the best customer experience, therefore, we reached out to the technician and advised that your funds in the amount of $be refunded to you He agreed to this Please contact the technician directly at ###-###-#### to receive your refund Regards,CHW

Complaint: [redacted] I am rejecting this response because: The policy itself will be active after days from purchase...so without even getting to see how the warranty is addressed by the company why would one cancel? This is basic and I fail to understand why such reply is coming from representatives who should be knowledgeable enough to address these issuesIt is quite evident that you only make the policy effective after days so customers have no idea how your company will be and once we experience and try to cancel if dissatisfied you charge $which is illegitimateBasically if any customer comes your way you want to charge $for just trusting youDo you think your argument is still valid? Regards, [redacted]

[redacted] - [redacted] , Thank you for your response however CHW is not able to provide you with a full refund as well as a covered claim We have offered to provide you with a full refund of the paid policy providing that you sign the release agreement that was sent to youPlease note that CHW does not cover failures that are related to replacement of the water heater 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 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 in agreeance Please note that your policy has been expired as of 8/6/17, therefore no further actions can be taken in regards to this claim.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW