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 www.choicehomewarranty.com/useragreement A review of the claim shows that the claim was handled properly The drain pump was replaced four months ago and the washer was workingAccording to the recent diagnosis from the technician that the leak was a result of the drain hose falling and breaking fee and pulling the pump down is not wear and tearSection Letter A, Number of the policy indicates that CHW is responsible for repairs related to wear and tearAlso, you have indicated that your washer is defectiveIn accordance to the policy, section Letter F, Number 15, defective appliances aren’t covered under the policy It appears that you had an opportunity to speak with a representative at CHW and she attempted to explain to you the reason the claim was not covered and the refund policy but the call was disconnectedCHW wouldn’t want to lose any customers and considers everyone to be a valuable customer to CHW, however, if you would like to cancel, please refer to section Letter L, Number of the policy and call the CHW customer service team directly at ###-###-#### We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

CHW has made an attempt to provide a goodwill payment to assist with the cost of the repairs for the non-covered claimAn offer was extended in which CHW would assist with $towards the payment, leaving a balance of $The offer was declinedHowever, the claim remains non-coveredIf you would like to take advantage of this offer, please call CHW customer service team at ###-###-#### Regards, CHW

Dear [redacted] , After reviewing the claim and reviewing all the offers CHW tried to assist you withWe did review the pictures that were sent in from the technicianThe leaks from the section of the coil only occur due to corrosion which is not covered under our policy CHW did attempt to assist with the claim however you chose to reject our offers and replaced the unit yourself then canceled the policy Per Section LCancellation, we did agree to allow you to cancel and at that time there was no mention of a full refund since we do not provide a full refund after the first day grace period We do apologize for any frustration however CHW is in full compliance with the terms and conditions Thank you, CHW

Complaint: [redacted] I am rejecting this response because of two reasonsYou allowed the technician to wait for weeks before telling me that the part is obsoleteYou did not even offer to have another technician come out for a second opinionEverything that occurred between us and the technician should make any person with half a brain get a little suspicious that something strange was going onI was told the technician had the part and was told he was on his way to my house to get a call back hours later saying they don't have the part and the technician never showed upI told you guys the technician blatantly lied to you all about the age of the hot water heaterI also told you all that he had given me a quote for a new hot water heaterOn [redacted] states that "Once a claim is submitted, Choice Home Warranty will immediately dispatch a local, licensed, and insured technician to serve your claim promptly and professionally"It was definitely not done in a professional manner and it definitely was not done promptlyBeing without hot water for over weeks is not "promptly"On [redacted] it states "If a covered item that needs to be replaced is not available, CHW will offer a cash payment for the amount of CHW's replacement cost, which at times may be less than retail"There is nothing following that answer or within the answer stating anything about daysA person already has to wait days before they can make a claim upon signing upThe second reason that I am rejecting this as a solution is because after attempts to have my account canceled and refunded you have failed to do soI have this complaint from the Revdex.com, phone calls, and an email asking to be canceled with no successI am constantly being told that a request is being sent to the cancellation departmentIt didn't take this long for me to sign up for the home warrantyI don't feel it is at all my fault that Choice Home Warranty chose the technician that did not provide adequate or professional service Just to give you guys a little tip: If a technician tells you they do not know the age of a hot water heater than they are trying to hide somethingA quick Google search was able to tell me how old the hot water heater is, and I am by no means a professional plumber Regards, [redacted]

The first plumber barely looked at the unit and took my husband's idea that it might "be rusted out" as possible Left to get a replacement band approval He was told our contract had not been in place long enough and the unit wasn't covered Choice agreed to send a second plumber who stated more than once that the unit was leaking, but it was not rusted out He was on speaker phone and I heard the person he was talking to say over and over "deny due to rust"When he tried to explain it was not rust, the representative responded, "deny due to rust" I spoke up and the representative yelled, "you have me on speaker phone?! The plumber stated that he felt he was in the middle of a situation that was t right I told him I was sorry to put him in that position He gave me a quote to replace the unit I asked if the unit was rustedHe said, "No., but it's leaking and can't be repaired." He left and I filed this claim because I know the unit is not rusted

Complaint: [redacted] I am rejecting this response because: Thank you for looking into the dispute with Choice Home WarrantyI would like to state that the issue was never fixedAt first, Choice Home Warranty claimed that the pool was damaged by the "freezing weather"But now they said that an improper repair or installation is to blameMy policy started on 9/24/and runs through 3/24/This policy was paid in full in advanceThey mention dollars as "goodwill"I don't see how this could be a goodwill gesture when I have paid years in advanceI find it hard to trust Choice Home Warranty when many people throughout the US facing the same issues I have with this companyEven on your own website, you can see that this company has mostly negative reviews Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: No Where in the contract does it state we have to have a point check list that is done on a routine maintenance check I did have maintenance contracts with three different companies during the past years None of them gave a checklist as you describe I did get an invoice with a summary of some things that were found Twice I emailed you the past three years of these invoices Only once was rust ever mentioned and that was in May when the evaporator coil was rusted and leaking water It was replaced and paid for by [redacted] And it did not affect the furnace portion of the unit The rust shown in the picture you have was due to moisture over the past years from the evaporator coil which is located above the furnace It is on the outside of the furnace and had no effect on its operation The heating elements burned out due to the age of the unit The company I had in 2011-did give the specific information you mentioned but I did not send those since I did not believe that what was done then had any effect in December I did send a contract for [redacted] ' for 5/10/- 5/9/and for - which listed what they check The technician Choice dispatched sent me an email which said he had just texted me the pictures he shared with Choice and that it is for you to say things like it was due to lack of maintenance He also said his diagnosis he gave to you was "WEAR AND TEAR" Also, the Final Consent Judgement in the lawsuit brought by the New Jersey Division of Consumer Affairs which was given in June prohibits CHW from, among other practices, "Requesting maintenance records or other similar documents from consumers in the initial review of their claims." It is my understanding CHW continues to have business practices monitoredWe undertook this contract in good faith and did our part We assumed Choice Home Warranty would also, but you have instead committed fraud We reject your offer for a refund of $ We paid $1,to have the furnace replaced and that is the amount we expect to be reimbursed Regards, [redacted]

[redacted] ***, We do regret that this information was provided to you inaccurately however, we have it documented from the technician in the order that we statedIf you disagree with the outcome of your claim, please feel free to provide CHW with a second opinion, please have them contact us at ###-###-####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/useragreementUpon review of your claim and the policy, CHW does not cover failures that are under the foundation of the home We only cover the main foundations of the home therefore this policy would not be beneficial for you Our policy does not cover the replacement of the tanks since they hold no mechanical function They are a holding vessel for the water and our policy will cover the heating mechanism for the water to get hot.CHW normally does not offer refunds for the policy because we believe that our customers should have reviewed the policy within the day grace period of the policy to ensure that the policy is understood As a good faith offer since the claims that you placed are not covered per our policy, CHW is offering you a full refund of the amount that you had paid of $ If you would like to accept this offer, please contact our customer service department at ###-###-#### and they will provide you with a release agreement to signOnce that is signed and sent back, CHW will credit the credit card that you used to purchase the policy.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] Upon review of your claim it appears that CHW did cover the capacitor under the terms of the policy as it was a mechanical failure due to wear and tearHowever as outlined in the same policy, section Letter F, number 8, we don’t cover repairs related to rust and corrosionIt was due to the buildup of rust and corrosion that the technician recommended a new unit 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:On one side, company is saying technician said it is pre installation And on the other hand technician said, it should be approved that why he break the ceiling.Why I contact with the technician, you ( company) should do it, it was their technician,, not my choice

I am rejecting this response because: I signed up for a Warranty Company that said if an item cannot be fixed then they would have no problems replacing it, I asked them at time of Signing up Choice We did everything we were supposed to do and had out unit serviced yearly

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 most recent diagnosis that we received, it stated that thee compressor vales were weak and the filter was partially clogged and the evaporator coil was inaccessible These failures 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...” 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:I tried calling CHW full refund and I have not been given nothing but the runaround and been on hold for over two hours I will have my lawyer to deal with this issue because the technician that CHW sent out issue because the technician that CHW sent out diagnostic was wrong and I need a whole new unit and the parts wasn't under warranty like CHW claim supervisor stated so I feel as if I was given incorrect information and the technician Didn't know what he was doing and just gave any diagnostics because he never check the outside unit And didn't do a thorough check with the inside unit as well so if you can please give me a call [redacted] thanks [redacted] Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: I did not break my contract I had chw for one full year I was then on a month to month agreement per my phone call with customer sevice in May In May when I called regarding renewal I was told in would just be charged month to month until I cancelled I even tried to pay for a full year ahead of time and was told I couldn't do so at that time Thand goodness their less than efficient accounting department couldn't figure how to do it Their words....not mine So I counties paying monthly until my year was up Then I found another more reputable company to use 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 our web site at http://www.choicehomewarranty.com/user_agreement.php Upon review of your claim with CHW for the Air Conditioing unit, we do show that CHW had dispatched a technician to your tenants home and as a courtesy he added Freon to the unit but he was never paid the Service Call fee that was due upon the visit The claim at that point was a non-covered claim due to the fact that the unit did not come into the policy in good working condition After we had spoken to you, you did pay the technician the service call fee and then you requested a different technician We did advise you that per the first technician, this was not a covered claim Once we received the report from your technician we again advised you that since the policy had started on 5/12/and the claim was placed on 6/1/15, the unit could not have had the issues that it had within that time frame It was missing pounds of Freon and it had multiple leaks coming from the systems coil Per our policy, Section ACoverage #all units must come into the policy in proper working order, as this one did not.On 7/23/15, you had requested to cancel your policy and as we advised you, CHW had paid $towards your claims that you had placed We would not be able to refund your policy in full as you were a monthly customer and we have paid out more than was paid in We did wave the cancellation fee and allowed you to cancel the policy.We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

Dear [redacted] B [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] CHW would need the address that this claim is under in order to review the complaintHowever, we can state that our policy does not cover any failures due to rust or corrosionIf a lead detection test was required it was to find out if the rust had caused the leak, if so it would not be a covered claim If the rust was not a part of the failure then the claim would not be a non-covered claim However; this is just stating the policy and not reviewing your personal claim Please provide us with the claim number and we would be happy to review Regards,CHW

Complaint: [redacted] I am rejecting this response because: The justification reason stating that I had days to review and request a refund is ridiculousFirst off, on the surface it appears that it may be your everyday home warranty plan however no claims can be submitted within the first days so you, as a consumer are not aware that they will find every reason possible to deny your submitted claims until aft the days and you submit a claimAs for this part of your policy: Coverage #that all units must enter the policy in proper working order CHW does not provide an inspection for our customers’ units, we expect that the customers ensure that they have all units properly maintained and workingI moved into my home on 5/30/after purchasing the policy so I have documented statements from inspectors and county inspections stating that all units were working and in proper orderAs for my washing machine claim that you denied and forgot to mention because it was not a mechanical failure, it was ripping holes and destroying my clothing and had destroyed over $dollars of clothingSo fixing it may not have been mechanical in nature but it was not working as designedI had to go out and purchase a new washing machineAs for the air conditioner, I changed the filter regular and did not know I was required to show years of proof since that was not written in your policyI have now had to replace my air conditioner and hot water heaterI thought I was doing the responsible thing by getting a home warranty but your policy is misleading and scandalous in natureI have now spent a total of $10,in appliance because you would not cover them as your sales rep claimedAlso because this is so important to home owner maybe you should be a little more ethically responsible and train your sales associates to explain this while they are scamming us to sign up for multiple years of serviceAs for the $offered to me, it was because I asked the account rep to cancel my service and that was her way of providing service recovery however please understand that a $towards a hot water heater does not even cover the sales taxI consider this a refund for services paid forAnother unethical practice that you are doing is providing me a “discount for signing up for multiple years however when I asked for a refund I was told I would be charged the full monthly amountIn other words you discounted me at a rate of $(for signing up for years) but if I wanted to cancel my policy I would have to pay $for every month I’ve had the policy(dollar amount is not exact just used as an example)You need to change your practices and stop taking advantage of home owners, as we have enough to worry about Regards, [redacted] ***

[redacted] CHW will be able to provide you with a goodwill gesture but we cannot provide it to a policy that is past due We sent you a form to sign and you did not return it to us also you did not update the payments If you would like a goodwill gesture we would have to have the policy in good standingas stated in our previous statement.A goodwill is not a covered claim, it is an offer to assist in good faith Our system will not allow us to provide a goodwill on a policy that has been behind in payments.Thank you,CHW

Dear *** ***,We regret to hear our frustration and apologize for any inconveniences this may have caused you At this time, we are currently waiting for a technician to accept your claim work order Once a technician accepts your claim, you will be contacted with the technician’s informationAs a goodwill gesture, we will place a onetime free service call onto your policyRegards,CHW