BASS Services

Complaint: [redacted] I am rejecting this response because: they did not addres the complaint I raised about lying to me to earn business and about their claim of there is no balance on $I paid when I wanted to cancel after days of pirchasing the insurance Regards, Liza [redacted]

Dear [redacted] , We regret to hear your frustration, however, CHW cannot control how United States Postal delivers mail Please note, that the $fee is not a penalty of CHW, but from the bank itself As stated previously, your options are: you may pay $to cancel the check and have it reissued or wait the days for the check to void and then reissued In review of your claim, it shows that a manager has already spoke with you and advised you the process We regret to hear your dissatisfaction, however, please understand that CHW is not giving you the “run around” as we have explained the process for re-issuing checks.As a goodwill gesture, we have applied a onetime free service call fee onto your policy, for your next claimRegards,CHW

Complaint: [redacted] I am rejecting this response because: We would have, did cover the FreonThe first technician did not test to see what the Freon level wasYour policy does not say that it does not cover compressor, in fact it states that ALL COMPONENTS AND PARTS INCLUDING INTEGRAL FREEZER are includedExclusions are Freon and leakNo one determined if and where the leak was Regards, [redacted]

[redacted] ,I do apologize that you are unhappy with the policy that you signed up for Unfortunately, the $that we were going to offer you was a goodwill gesture but you chose to cancel your policy therefore giving up the $as it was advised to you on 5/25/by Stephanie of whom you had spoken with Per our policy, Section LCancellations, if you chose to cancel your policy therefore we gave you a pro-rated refund also you were charged the $administration fee Please see last page of policy or you can see it online at www.choicehomewarranty.com/useragreement.LCANCELLATIONThis 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.You did not incur any fees from CHW, if you were to have been given the goodwill gesture it would have been taken out of the refund that you would have received Your refund of your policy was $666.00, if you had received the goodwill gesture that we were offering you at the time you had your policy, you would have received a refund of $652.00.Once again Ms [redacted] , we are very sorry for any frustration that this has caused CHW has followed all the rules of the policy and we are in full compliance of the policy and regulations We are unable to refund any other monies to you because your policy has ended and you have already received the refund for the 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 policy indicates that a refund in the amount of $was refunded on June 15, Section D of the policy states “the coverage is for no more than one unit, system, or appliance, unless additional fees are paid”The exception to this is the air conditioning units in which we provide coverage for twoAdditionally, Section A of the policy states “this 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 the appropriate fee is paidAs an additional courtesy, after indicating the lack of coverage for your air conditioning units, we presented you with the option of adding the additional units onto the policy to ensure you had sufficient coverageFor your convenience we offer a variety of additional coverage optionsThis will also provide an opportunity to understand the coverages of your policy 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 pending clarification by Choice Home Warranty for statement below.Take note: The release of the original $was requested/released 2/21/per a phone conversation with Choice Home WarrantyCheck to be issued days from 2/21/and issue date not to be reset due to the revised offer of $Anticipated check release on or before 3/21/and for Choice Home Warranty to provide notification of release of check Regards, [redacted]

We don't require maintenance records but suggest records in an attempt to review claimsAlthough we realize that you may not have records, often times our customers are able to obtain the documents directly from the companyThis is an option that we offer to our customers in an attempt to review the claim and perhaps offer coverageWe also extend our apologies that you weren't aware of the days for the customer advocate to respondYou, as all of our customers are extremely valued and we want to do the best we can to get back to you in a timely mannerIf you are able to attain the records please send them to [redacted] 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/user-agreement/A review of the claim shows that it was processed according to the policy Based on the diagnosis that we received, it stated that microwave was arcing (microwave term for sparking) and needed to be replaced Per our policy, Section Letter D., CHW does not cover “ Arcing ”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 we offered you $to assist You settled this claim by accepting the funds as of 10/31/ Please allow days from the authorization date to process before the check is mailed outWe do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear Dinesh ***, 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 handled in accordance with the policySection Letter F, Number states that rust and corrosion aren’t covered We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policyBased on the pictures that were received from the technician, it has been determined that based on the rust and corrosion the claim will not be covered Regards, CHW

Dear [redacted] ***, The pictures that we received and had our inside technical staff go over along with the diagnosis shows us that this is not wear and tearThe diagnosis stating that the compressor has grounded shows a lack of proper routine maintenance, the condenser is rusted and oxidized in poor condition which is not covered under our policy, Section FLimitations of Liability #If there is any type of failure that is caused by rust or corrosion, or not, CHW does not cover itPlease feel free to provide us with the second opinion that you have and we can reviewPlease have your tech contact us at ###-###-####Thank you, CHW

Dear [redacted] Our policy states in Section Letter C, Number 2, that CHW” will contact an authorized Service Provider within two (2) days during business hours and four (4) days on weekends and holidays ” Upon the submission of your claim, we contacted all of available technicians in your area on 10/26/ On 10/27/2017, you opted to contact your technician for the diagnosis While we regret to hear your dissatisfaction, please understand that whether or not it was our technician who submitted the diagnosis, the outcome of the claim would remain not covered as we do not cover valvesRegards,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 for the Air Conditioning System, the claim was dispatched and picked up by a technician on the same dayThe appointment was made within days and canceled by the technicianIn the interest of providing outstanding customer service, you were offer the option of taking advantage of the reimbursement optionThis will allow you to be reimbursed in the event you use a technician that you have chosenThere was recently another claim placed for the IcemakerUnder the terms of our policy, section Letter D, number 3, Icemakers are not coveredWe also reviewed your request to cancel the policyIt is documented that the card we have on file belongs to the original account holderPlease feel free to call us directly should you have any questions or concerns at 1-888-531- 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] It appears that your policy has been canceled with CHW We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

I have paid for years, we are still in first year in which you paid the "good gesture" That leaves years at $I should be refunded, not yearThat would be $ That I will accept as you already paid out for year of If you accept that, we can conclude this problem Complaint: [redacted] I am rejecting this response because: 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/useragreementWe regret to hear your dissatisfaction with Choice Home Warranty We take your feedback very seriously as we strive to better our business practices We have taken your feedback to the Director of Quality Assurance to handle accordingly If you wish to cancel your policy, please contact our Customer Solutions Department directly at ###-###-#### Monday-Friday 9AM to 6PM EST to complete your request Please Section Letter L of Cancellations in regards to pro-rated refunds.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.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

[redacted] ,We do beleive that this has been settled with [redacted] our Consumer Advocate, please advise us if different Our records indicate that you both had spoken and a mutual agreement was made.Thank you,CHW

CHW will not order or use replacement partsThey need to be original parts that are purchased.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 repairWe reserve the right to locate parts at any time We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (which at times may be less than retail) to repair or replace any covered system, component or applianceRegards,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.We see that you purchased a policy with CHW on 10/1/and an email went to you the same day with your policy information We then received an email from you on 10/7/stating: “I have been trying for close to a week to get my confirmation You have not bothered to respond to me in any way whatsoeverI was assured that your customer service there at your company was excellentSo far it is sucking donkey dong to be as polite as can be”.We reached out to you and you had requested to cancel the policy with us and requested a full refund CHW did comply with your request and a credit was provided to you in the amount of $on 10/12/15.We regret that you didn’t take advantage of our monthly policy and chose to cancel with us Considering you had cancelled and CHW did provide a full refund; we are in compliance with the terms and conditions of our policy.We wish you all the best,CHW

Complaint: [redacted] I am rejecting this response because: I have provided DETAILED service records in addition to the payment log On 6/24/I provided invoice summaries When I phoned in to follow up I was asked to provide CHW with the service details On 7/1/I provided pages of service details that said exactly what was clean, maintained and corrected The invoices also show that all the areas of service were within the manufacture's specificationThere is no need for me to submit these records again as I received email saying the records were received on the first and being reviewed I rejected the $because that is only a SMALL portion of the cost I had to pay to get the problem taken care of, it is also only a small portion that is owed for a service that I pay for but did not receive Regards, [redacted]

The refund is prorated based on the time that you actually had it and Administrative Costs as wellIn accordance with section Letter L, Number If canceled after days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a 10% administrative fee and any service costs incurred by UsThe policy began on 8/5/If you would like to cancel your policy please call the customer service team at [redacted] Regards,CHW