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 our web site at [redacted] Upon review of your claim for your heating system we do see that the claim was not covered due to a lack of proper routine maintenance Upon speaking with you, we did explain that routine maintenance would be something that you would have to have done by your own licensed technician per the manufactures specification Please see Section FLimitation of Liability #12.We did advise you if you felt that the diagnosis from the technician was incorrect, you could provide us with a second opinion If you do have maintenance records showing that the unit was properly maintained for the past couple of years, we would be happy to review and see if the claim can be over turned.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] CHW apologizes for the miscommunication regarding the part for repairing your dryerThe claim is a covered claim and CHW has been working diligently to get the part to youCHW does offer a reimbursement option in which you are able to select a local repairman of your choice, who will be reimbursed at the CHW ratePrior approval is needed before the issue is corrected in order for the payment to be madeCHW representatives were attempting to assist you and when he came back to the line to provide you with an update and more information, the call had been disconnectedPlease call the customer service 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] I am rejecting this response because: Maintenance records submitted for proof of routine maintenance Records attached to email provided in response Regards, [redacted]

May 3, 2017Dear Sir/Madam, I am writing today to complain of the poor service I received from your company Choice Home warrantyI was visited by a HVAC technician from a third party provider on May 1, The technician did arrive late in the afternoon versus the morning appointment time I was givenAlthough, he was late the service provided was exceptionalI was told by the technician due to my air conditioning system being over years old that the parts were obsolete and the he would recommend my system to be replacedDespite having to spend the entire weekend on the hottest days this month with my asthmatic child I suffered in silence knowing that on Monday I would have some sort of relief once my system was servicedI am most annoyed that I wasted an entire day from work and had to use a vacation day to get no resolution for my discomfortMy impression of Choice Home warranty has been tarnished, and I am now concerned about how I can continue doing business with an unethical companyI contacted the customer service department on May 2, to help me so I thought to resolve my complaintI was greeted by a customer representative and after verifying my account information she then stated that per Choice Home warranty policy I can only receive a check for $for an obsolete part and not the replacement of my air conditioning system I then asked the representative that in your company policy it states that if the HVAC system cannot be repaired then it will be replaced.At this point, the customer service representative started to become combative and loud saying that this decision is final and no one can or will change it I feel as though the company is not addressing the technician’s recommendationFor years I’ve been a great customer always paying my bills on timeThe first time the system breaks down and isn’t able to be repaired due to an obsolete partI am being told we cannot help you in replacing your unrepairable system, but we can only pay for the part which is obsoleteThe facts are the system cannot be repaired and even if the part was found that still doesn’t guarantee the system would workChoice home warranty has come to my home on numerous occasions just to put band aids on my HVAC systemIf an item is unable to be repaired then the equivalent cash value of the item should be given or the item should be replacedThat’s part of what the company states so why is my claim being denied for the replacement of my HVAC unitThe company wants to be selective on the words they use from the technician and not acknowledging the recommendation that clearly states a replacement of the HVAC system is needed Since the system is obsolete and all major parts required for repairs can never be retrieved How is it still possible not to assume any responsibility in the replacement of my HVAC system? Please tell me what I can do to get any sort of compensation for this system? There are two sides to this situation and the company is only addressing the side that benefits them and not the customerFurthermore, I find an inability with the company to only comply with part of their policy.I trust this is not the way that Choice Home warranty wishes not to conduct business with a valued customer — I have been with your company for many years and have never encountered such treatment beforeI would welcome the opportunity to discuss matters further and to learn of how you propose a resolution to this situationI look forward to hearing from you.Sincerely, [redacted] *** May 3, 2017Dear Sir/Madam, I am writing today to complain of the poor service I received from your company Choice Home warrantyI was visited by a HVAC technician from a third party provider on May 1, The technician did arrive late in the afternoon versus the morning appointment time I was givenAlthough, he was late the service provided was exceptionalI was told by the technician due to my air conditioning system being over years old that the parts were obsolete and the he would recommend my system to be replacedDespite having to spend the entire weekend on the hottest days this month with my asthmatic child I suffered in silence knowing that on Monday I would have some sort of relief once my system was servicedI am most annoyed that I wasted an entire day from work and had to use a vacation day to get no resolution for my discomfortMy impression of Choice Home warranty has been tarnished, and I am now concerned about how I can continue doing business with an unethical companyI contacted the customer service department on May 2, to help me so I thought to resolve my complaintI was greeted by a customer representative and after verifying my account information she then stated that per Choice Home warranty policy I can only receive a check for $for an obsolete part and not the replacement of my air conditioning system I then asked the representative that in your company policy it states that if the HVAC system cannot be repaired then it will be replaced.At this point, the customer service representative started to become combative and loud saying that this decision is final and no one can or will change it I feel as though the company is not addressing the technician’s recommendationFor years I’ve been a great customer always paying my bills on timeThe first time the system breaks down and isn’t able to be repaired due to an obsolete partI am being told we cannot help you in replacing your unrepairable system, but we can only pay for the part which is obsoleteThe facts are the system cannot be repaired and even if the part was found that still doesn’t guarantee the system would workChoice home warranty has come to my home on numerous occasions just to put band aids on my HVAC systemIf an item is unable to be repaired then the equivalent cash value of the item should be given or the item should be replacedThat’s part of what the company states so why is my claim being denied for the replacement of my HVAC unitThe company wants to be selective on the words they use from the technician and not acknowledging the recommendation that clearly states a replacement of the HVAC system is needed Since the system is obsolete and all major parts required for repairs can never be retrieved How is it still possible not to assume any responsibility in the replacement of my HVAC system? Please tell me what I can do to get any sort of compensation for this system? There are two sides to this situation and the company is only addressing the side that benefits them and not the customerFurthermore, I find an inability with the company to only comply with part of their policy.I trust this is not the way that Choice Home warranty wishes not to conduct business with a valued customer — I have been with your company for many years and have never encountered such treatment beforeI would welcome the opportunity to discuss matters further and to learn of how you propose a resolution to this situationI look forward to hearing from you[redacted] *** Complaint: [redacted] I am rejecting this response because: [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 evaporator and condenser coil were clogged and the finds were bent These are all results from a lack of proper routine maintenance The lack of proper maintenance to these parts caused the condensing fan motor and capacitor to fail Per our policy, Section Letter F, Number 8, CHW is not responsible for “repairs due to failure to clean or maintain as specified by the equipment manufacturer.”Please also refer to Section Letter F, Number 19, where it states that CHW is not liable for “ secondary damages ”Our SrClaims Specialist advised you about the outcome of the claim and our policy, which you disagreed with as you stated that you had your system maintainedWe advised you to send in your proper routine maintenance records for review In addition to that, we offered you funds in the amount of $to assist you on your non-covered claim; you accepted these funds Please note, your check was mailed out May 23, 2017.We received an email from your technician only giving us dates of when the system was serviced, however, we did not receive the detailed maintenance report Please submit the detailed maintenance records to [email protected] for review After the review, if any changes need to be done we would adjust the outcome of the claim accordingly 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 www.choicehomewarranty.com/useragreementA review of the claim shows that it was processed according to the policyBased on the diagnosis we received, it stated that the compressor had open windings, the condenser top cracked where the fan bolts, a failed dual capacitor and a leaking evaporator coil These failures show that there was a lack of proper routine maintenance Per our policy, Section Letter F, Number 12, we do not cover failures due to a lack of proper routine maintenanceThe diagnosis also stated that the compressor was improperly installed as there was a SEER Compressor for a SEER unit Per our policy, Section Letter F, Number 11, we do not cover failures due to improper installations Our SrClaims Specialist advised you about the outcome of the claim, in which you were not satisfied We strive to provide the best customer experience which led us to offer you a goodwill gesture in the amount of $of assistance towards this non covered claimYou stated that you would not accept these funds as the cost of repair was substantial As this is a non-covered claim, we stated that we would not be able to assist in the cost for repairs, but we could increase the goodwill gesture amount to $ You did not accept these funds as you stated you wanted to cancelWe transferred you to our Customer Solutions Department and advised that if you would like to dispute this claim, to send in your proof of routine maintenance records You agreed and stated that you would send them inHowever, you did not send in anything to us.You called us back and stated that you wanted to cancel your policy Per your request, we cancelled your policy as of March 30, 2017.At this time we are not able assist on this claim, as your policy has been cancelledWe 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: Technlcan told me that it was wear and tear and that he told Choice the same thing Regards, [redacted]

[redacted] ,As I have previously stated in our last response, our authorization department did not base the amount according to this; they based it on the national average cost of the partsThe cost that they originally offered you was the correct amount for this type of oven I have offered to up the price for you I do apologize that you are not happy with this amount but this is over the amount that was offered to you and over the amount that is for the parts are sold for at this time.Although the price is not negotiable we are willing to increase it again for you to $ This is the most amount that we are able to offer for this type of unit based on the national whole sale cost We are not providing you with a new unit as stated before, we are offering you funds towards the parts and labor that we would have paid.If you accept the $350, we will be happy to process the check We do regret your frustration with this claim.Thank you,CHW

[redacted] ,We do see that you had requested information before the claim was dispatched however we do not know the outcome before the technician is out to the home and provides us with a diagnosis.Once we received the diagnosis it was advised that the repair would be covered but due to the Freon leaking out, we would not cover the Freon CHW does not cover secondary damages Please see Section F# CHW has paid a total of $for the claim itself, you have paid a total of $for the policy, we are able to provide you with a total refund of $ We have documented the claim, if you would like to accept the refund of the paid policy minus the paid claims, please advise us and we can send you the agreement to provide it.Thank you,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 a resolution has been reached I requested to cancel my Choice Home Warranty and have received a refund 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 our web site at [redacted] We do apologize if our employee was in any way rude to you and she will be spoken to about this claim and this callCHW does not condone that type of the behavior and again we do apologize.In reference to your policy that began with us on 9/14/15, your claim was placed on 10/26/15, per our policy CHW does expect that all units are in proper working order the day the policy began Please see Section ACoverage #As [redacted] explained to you that this part would have taken longer than a month to fail and your policy had only begun on the 14th of September CHW has offered you a full refund of your policy and if you would like to accept this offer, we would be happy to provide you back with the funds.We do regret your frustration however CHW was in full compliance with our terms and conditions of our policyRespectfully,CHW

Dear [redacted] ,Please note that you purchased your policy on June 27, 2017, which became effective on July 27, (as it states in Section B of Coverage Period “ Coverage starts days after acceptance of application...”) We regret to hear your frustration, however, it takes time for a compressor to develop a failure – it would not have occurred in day of your existing policy As a goodwill gesture, we have applied a onetime free service call fee to your policyRegards,CHW

In order to determine the issue a leak detection test was needed which as outlined in the policy section Letter D, Number is not coveredIf there are issues with the contractor that was there to do the repairs these should be taken up directly with the contractor, who was licensed at the time the contract was securedCHW contracts licensed and trained technicians to handle the repairsHowever, as section Letter F, Number 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 damagesYou expressly waive the right to all such damages 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 claim for the heating system shows that the claim was covered accordinglyThe diagnosis received from the technician was that the failure was the faulty control boardCHW covered this claim relating to the control boardHowever, there is further damage with the ignitor, which is a result of the faulty control board, and considered secondary damagesSection Letter F, Number indicates that secondary damages are not coveredThe claim was covered properly 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 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 the system was 50% low on Freon It was also found that the evaporator coil was severely rusted and corroded, this is what caused the Freon leakPer our policy, Section Letter F., Number 1, CHW is not liable for “ malfunction or improper operation due to rust or corrosion of all systems and appliances ”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 funds in the amount of $to assist you on the non-covered claim You declined this offer and requested to cancel Per your request, we have cancelled your as of June 16, 2017.Please understand that you are not entitled to a full refund per our policy 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.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted] The claim that you submitted was pre-existing to the policy start date this means, that the failure that you had on your unit could not have happened within the amount of time that the policy was in effectCHW offered to provide you with a full refund as a goodwill gesture and that this would mean that you were satisfied with this as a resolution to your claim since our policy could not cover the failure, per the terms We sent you the form to sign and you changed the standard legal document to your own personal document in which we did not acceptPer our policy, anyone that chooses to cancel the policy has to follow Section LCancellations and they are then charged a $administrative fee as well as a pro-rated refund .CHW was not asking you to give up your rights to speak; we were asking if this was to resolve the issue, then we ask that you not slander our name This is request was declined by you and we did leave the policy alone We have not cancelled the policy and once you are ready to cancel you may do so using the terms and conditions set forth in the policy Please note that as of today, April 25th, if you should cancel the policy with us, your refund would be $CHW is still willing to offer you a full refund of the policy however; we would have to have the signed release agreementThank 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 [redacted] A review of the claim shows that the claim was processed according to the policyThe diagnosis that was received was that the gas valve needed to be replacedHowever, the part was no longer availableSection Letter F, Number of the policy 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 ”Please note, it is not the full amount offered, however the amount of the average cost between parts and laborAs a result, CHW offered to provide assistance in the amount of $200, which was increased by $as a courtesyThe claim is one that is covered, however, the part that is needed is no longer available, which is something that can’t be controlled by CHWCHW is also not liable for the cost of the unit, as there has been an offer to assist with the part that is no longer available as indicated in section Letter F, Number of the policyThe $is still available, please call the customer service team directly to have this sent to you at ###-###-#### We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

[redacted] ,The technical term for that “tarnish” is corrosion which CHW does not cover You are more than able to provide us with a second opinion if you would like however with the diagnosis that we have, the claim would not be covered per Section F#as well as #8.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 [redacted] A review of the claim shows that there was an initial issue with CHW obtaining a diagnosis for the unitOnce the information was received, the claim was not covered because the issue was with the motor on the systemThe motor failed and this was caused from the unit overworking and overheatingThis is a result of a lack of proper routine maintenance, which in accordance to the policy section Letter F, Number 12, is not coveredCHW doesn’t want to lose any valued customers, however, if you would like to cancel, please call the customer service team directly at ###-###-####A request to call you has also been placed with the cancellation team 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: Emails forwarded to [redacted] are rejected as undeliverableThe emails continue to come Regards, [redacted] ***