BASS Services

Complaint: [redacted] I am rejecting this response because: My sumpump is permanently installed and it should be covered under the warrantySo I will not agree with their decision Regards, [redacted]

Dear [redacted] , We regret to her your frustration Choice Home Warranty does not condone such unprofessional behavior from our technician, therefore we have forwarded this issue to our Vendor Relations Manager to speak with the technicians A review of the claim shows that it was processed according to the policy Based on the diagnosis that we received, it stated that the system was low on Freon and due to a cracked refrigerant valve, the tech was unable to determine the measure of the Freon In addition to that, the condenser coil was very dirty The unit shows that there was a lack of routine maintenance as that would cause high pressures and over-amping of components will also cause leaksPer our policy, Section Letter F, Number “ We will not pay 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 agreeanceWe strive to provide the best customer experience, therefore we offered funds in the amount of $to assist you on the non-covered claim If you would like to accept this offer, please contact us directly at ###-###-#### M-F 8am-8pm EST or S-S 9am-5:30pm EST to sign the necessary paperworkWe do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear [redacted] To ensure all of our representatives are providing the most accurate information, we reviewed the activity on your current and expired policy and found no traces of a “Crystal” accessing your account CHW also does not have any employees by that name; however, we regret to hear that this was your understanding of our policy We have added a onetime free service call fee onto your policy, which can be used on your first claim.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 claims shows that the claims were processed in accordance with the policyIn regards to the washer claim, the diagnosis that was provided did indicate that the washer was being overused The technician explained that the unit not only was in poor shape but had a “shot transmission and clutch” due to the overuse of college kids over-stuffing the unitPer our policy, Section Letter F, Number of the policy indicates that failures caused by misuse are not covered CHW did offer to provide a goodwill payment of $towards the repair of $in which you accepted.In regards to your heating system claim, the information that was provided did indicate that the inducer motor needed to be replacedThe technician completed the repair without prior authorizationsSection C, Number of the policy indicates “ .We will not reimburse for services performed without prior approval” However, we did reimburse you at our rates in the amount of $250, in which you accepted CHW has provided you with the most that we would provide per our policy guidelines as stated to you.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policyRegards,CHW

Complaint: [redacted] I am rejecting this response because: are they saying that I liedThat there is no way the motor could have failed in a month This unit is over years old I bought my warranty on Feb26th And it became effective march 26thAnd filied my claim on april 29th Rust on the coils does not make a fan motor stop working they are two different thingsI asked the tecnician when be came to the house why he was taking pictures of my AC He said because the warranty company will try to find any reason not to pay I asked him if the amount of dust on the coils could cause the fan to fail and he said "no, there is not enough to make the fan go out"I think they found out that the fan replacement was going too cost them over dollars and they decided that they just were not going to pay that much Regards, [redacted]

the check finally came today Thanks for your help

[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 your unit was missing 90% of Freon This occurred from a lack of proper routine 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 in agreeance.In an attempt to dispute this claim, you provided your maintenance records for review Upon the review of your maintenance records, there was no “sufficient” information as it was missing the model/serial number, pressure readings, no amp draws, and failures, etc Therefore the outcome of the claim remains uncovered.As a goodwill gesture, we have applied a onetime free service call fee onto your policy This can be used on your next claimWe 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 our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your policy that began with us on 7/26/15, I do see your claim for the air condoning system placed on 8/3/ The technician stated that the coils were clogged; this can restrict air flow into your compressor and therefore leaving the compressor not to function Routine maintenance does consist of cleaning out coils Our customers are responsible for maintaining their unit per the manufacturer’s specification They should have a technician come to their home and clean the unit so that the unit can function properly Also, the customer is responsible to come into the policy with the units in proper working order Coils take time to clog and that would make it even longer for the unit to fail This shows us that the unit did not come into the policy in proper working order as our policy requires it to.Per our policy Section FLimitations of Liability We are not liable for or routine maintenanceWe will not pay for repairs or failures that result from the Contract holder’s failure to perform or routine maintenanceFor example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement.As well as :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.We always urge our customers to read through the policy and contact us if you should have any questions.We do regret that we are unable to assist you with this claim 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 [redacted] Upon review of your policy, we do see that you had a water heater claim and that the technician stated that the faulty element and TSTAT are needed This unit could be fixed but the parts are no longer availablePlease see our policy below:Section FLimitations of Liability #that states “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 repair.”Also, please see Section DCoverage #for water heater that states under Excluded “ tank”CHW does not cover the tank of the water heater and we do offer cash in for parts that are no longer availableCHW did offer you funds towards the repair of the unit and if you do not wish to have the funds that we have offered, we will be happy to provide you with a full refund of the policy since you disagree with the terms and conditions.We do regret the frustration that you encountered with the claim however; CHW is in full compliance with the terms and conditions of our policyBest 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 check in the amount of $was processed and mailedWhile it does take business days to process the check, CHW will mail the check using the standard United State Postal MailWe will verify if the check has been cashed and if not request a cancellation of the mailed check and the processing and mailing of a new onePlease call the CHW customer service team directly at [redacted] should you have any questions 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 our web site at http://www.choicehomewarranty.com/user_agreement.php Upon review of your claim for your AC, I do see that you had your own technician out to your home and sent us a diagnosis You also called us on 6/11/and advised us that the unit had failed, there was rust in the evaporator coils Per our policy, we do not cover any unit that fails due to rust or corrosion and a lack of proper maintenance Please see Section LIMITATIONS OF LIABILITYThe following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.We always want our customers to understand that all policies have exclusions and CHW does follow our policy We do our best to assist the customers and approve claims that are submitted to us We do apologize for your frustration with these claims CHW is in full compliance with our policy.Respectfully,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] Although CHW hates to lose you as a part of the CHW family, it appears that at your request your policy has been cancelled 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 we are still waiting to hear from you, please call the customer service team directly at [redacted] Your time is very valuable and we apologize for the long delaysYou may also email us directly at [redacted] 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:From the past dealings with this companyWhich now include being without hot water for A weekIf we hadn't callerd regarding that repair the part would never have been orderedWhich we are looking at another possible days without hot water I highly doubt they would reimburse me after the job is finishedThey should be the ones paying for the job in its entiretySorry but their word means nothingThey need to pay for the repair completely Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:As your response states, I did go out and get my own technician, because even after a week and after you had sent not 1, but technicians, the problem was not resolved, and not even diagnosed correctlyI emailed my technician's analysis and estimate of charges to you, but you rejected it saying it was not coveredHow can you sell me a policy, claiming that 'ALL' issues will be covered, but have so many exceptions and clauses that no homeowner would know to check? I paid hundreds of dollars to resolve issues, but anytime a real issue actually shows up, you back off from fixing themI have had the same problem in my house at [redacted] ***, where you sent two or more technicians to fix my swimming pool problem, and the problem never got fixedI finally gave up because I did not have the time to run after you guysPlease check your systems, I am sure these details are in there.This is a repeating pattern with Choice, and I am afraid homeowners like me are being taken for a rideYou do not deliver on the promises you made during the sales process Regards, Karthik [redacted]

For the record, I had my refrigerator repaired FOR REAL by the GE company That is the brand of refrigerator I have A new computer was needed not a refrigerator compressor or having the coils cleaned as CHOICE Home Warranty pretended to avoid truly fixing the problem After the enormous headache they caused me, I further implore upon you to WARN the public As reviews were randomly good or terrible, I am certain they decide to fix some problems, and randomly choose not to fix others But once on the "no service" list, I feel certain one could only get grief from them without an honest repair The upset, pocket book expense and fraudulent practice that they company treats their victims to is unconscionable.I have not been paid the settlement as yet, they got off easy, I spent twice as much just to get rid of them

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] We do see that you purchased your policy with CHW on 5/2/and that you attempted to place a claim with us on 6/1/for your AC SystemPer our policy, Section ACoverage #states that all units must enter the policy in proper working order CHW provides our customers’ with their policy number and a copy of the policy upon signing up with usFor any reason you did not receive the policy, we do provide it online as stated above for anyone to view also you can use the policy number with the email address that you used to sign in to the account center to view your policyWe do see that you did sign into the account center to place the claim; therefore you could have been able to see the policy as well We do apologize if there was any misunderstanding and we have reported this to the Sales Manager for him to review with the Quality Control ManagerA refund has been issued to you for the purchase price of the policy in the amount of $Unfortunately, CHW cannot pay off your cancellation fee with another company 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] ***, 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] The policy is available online for all customersAdditionally, the policy was mailed and emailed to the address and email address on fileThis gives the customers an opportunity to review the policy to determine if the coverage will meet their needsThe claim for the air conditioning unit which was not cooling properly wasn’t a covered claimPer the policy in section Letter F, Numbers and 8, rust and corrosion aren’t covered in the policyBased on the diagnosis received from your technician the coil was rusted and that contributed to the leak We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear [redacted] [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 out of the system had leaked out 3lbs of Freon, due to the rusted evaporator coil Per our policy, Section Letter F, Number 1, CHW is not liable for repair of conditions caused by “ rust or corrosion ”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel due to your dissatisfactionYou spoke with Customer Solutions Specialist who attempted to assist you by offering to sell an evaporator coil at a discounted rate, however you declined as you insisted on cancelling your policyPer our policy, you are not entitled to a full refunds Please Section Letter L of Cancellations:This is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturerThis is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty You may cancel within the first days of the order date for a refund of the paid contract fees, less a $administrative fee and any service costs incurred by UsThis contract shall be non-cancelable by Us except for:Nonpayment of contract fees;Nonpayment of Service Fee, as stated in Section III;Fraud or misrepresentation of facts material by You to the issuance of this contract;Mutual agreement of Us and YouIf canceled after days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $administrative fee and any service costs incurred by Us All cancellation requests must be submitted in writing.Per your request, your policy has been cancelled and your refund is processing.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW