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, we do see that you placed a claim for your refrigerator and CHW did receive a diagnosis that stated that the damper assembly and evaporator motor were bad He stated that the evaporator motor shorted out causing the damper motor to freeze and failPer our policy, Section FLimitations of Liability #states that CHW will cover the initial failure of a unit, we will not cover any failures due to secondary damage CHW has provided the authorization for the evaporator motor and you will be responsible for the secondary issueAlso per our policy, if a technician is dispatched to a home a service call fee is due This fee is due if the claim is covered or not covered As a goodwill gesture we have placed a onetime free service call fee onto your policy for any future claims that you might placeWe do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy Regards, CHW

[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 processed in accordance to the policy section Letter F, Number in which CHW isn’t responsible for repairs related to rust and corrosionHowever, as a valued customer CHW did offer a goodwill gesture payment of $to assist with the repairs of the non-covered claim and it was acceptedThe notes indicate that once a paid invoice is provided, the funds will then need to be authorized to be providedThis information can be sent via email to [redacted] and include the claim numberCHW does offer peace of mind to all customers and will repair appliances that break due to wear and tear as outlined in the policy section Letter A, Number CHW is not an insurance company but a warranty company that is proud to assist customers 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] A review of the claims shows it was processed according to the policyThere was an internal failure on the compressor which was caused due to excess overheating of the compressor from a lack of proper routine maintenanceThe system was not properly maintained and this caused the overheating of the compressor and the failuresSection Letter F, Number of the policy indicates that CHW is not responsible for repairs related to lack of proper routine maintenanceAs indicated in your conversation with CHW, maintenance records are not required, however, you are invited to submit the maintenance records of the system to have them reviewed in hopes of a more favorable outcome of the claimYou may submit this information to [redacted] and be sure to include the claim number on all pagesAt this time, the claim remains non-covered We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear [redacted] ***,We understand your urgency As stated previously, CHW nor the technician have control on when the parts ship out The technician can obtain a tracking number, only when the part has been mailed out You may contact the technician [redacted] at ###-###-#### for updates.Regards,CHW

Marielle Hagman,Thank you for your feedback, we are glad that you brought this to our attention Per our conversation, your claim will be covered for the CAP of the policy in the amount of $ We have reached out to the tech and he will contact you shortlyPlease feel free to contact us with any issues you may have at ###-###-####Thank you,Tracy M.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 see that you placed a claim with us on 11/22/for the heat pump and this claim was not a covered claim There was no proof that this was ever fixed eitherHowever you placed a claim on 4/24/16, stating that the heat pump was making noise and now not cooling the upstairsOur documentation reflects that this unit had a compressor that seized up and it was due to a lack of proper routine maintenance When asked you for the maintenance, you stated to us that you do the maintenance yourself We did explain that per the manufactures specifications, this is not proper maintenance Proper routine maintenance has to be done by a licensed technician with the correct ACCA form Once this was stated to you, you then told us that you had a friend preform illegal maintenance on the unit The diagnosis that we received stated that the compressor had seized, this unit lacked proper routine maintenance and if you could provide to us the proper records of maintenance, we will review the claim Also, we would need to see the previous claim’s invoice showing that you had this issue fixed We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policyRegards, 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 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] Upon review of your claim, we do see that the failure that your unit had was caused by rust and corrosionPer our policy, Section FLimitations of Liability #states that CHW does not cover failures due to rust 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] [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 compressor locked up due to the system having no Freon When the compressor is locked up and the unit is empty on Freon, this indicates that the unit has been operating improperly If the system was properly serviced, the low Freon and the amp pressure readings would’ve been noticedPer 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 satisfied If you would like to further dispute this claim, you can send in your proper routine maintenance records to [email protected] for review If the records show that the system was properly and routinely maintained, we would adjust the claim accordingly.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

You had advised us that the unit was struck by lighting and we advised you that the unit was not maintained properly Both of these are not covered claims, an Act of God would be something that happens suck as lighting striking the unit, not something that anyone had any control over but something that happened to the unit We do not cover power surges to the unit as well, this is a claim that shows that the unit was not maintained properly You provided repair records to us showing that you added Freon to the unit for both invoicesThis is not proper maintenance, if a unit is low on Freon, you would have to find out why and not just add Freon The invoices date back to before you had the policy with us showing us that this was an ongoing issue and that the unit did not come into the policy in proper working order Please see Section ACoverage #3.Since we are not able to cover the cost of your claim due to the policy's guidelines we would like to offer you a goodwill gesture of an extra month of coverage at no cost Your current plan expires 5/11/and at no charge we would be happy to move the date for you to 6/11/ We regret your frustration and do value you as a customer and would like to make this offer to you If you would like to accept this offer, please contact us and advise of the policy number for this offer: [redacted] and we will add the free month to your coverage.Respectfully,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 do see that we did give you the standard refund and it does come to $314.00, what CHW is going to do for you is give the discounted refund by refunding you for the months that you had remaining, that comes to $a month, minus the $cancellation fee comes to $CHW is going to give you an additional $to bring the total of a refund to $ We will process the extra $for you and it will post to your credit card within 7-days.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us We do appreciate your feedback as this does help us with our customer service and service providers.Best regards, CHW

Complaint: [redacted] I am rejecting this response because:I received the actual contract in February and I was told I had days to review it, and I was also paying the contract in payments for the entire year, whereas I could have chosen to make the lower monthly payments so I disagree of a refund of $after I have paid you all 223.12; I paid the technician $which was required I paid the contract and then you want to deduct and deduct that is incorrect 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 the system was empty on Freon Your system being low on Freon indicates that there is a leak somewhere in the system When the leak is not visible, a technician must perform a leak test A leak test would determine the location and cause of the leak, and in addition, the technician would take pictures of the location of the leak, the indoor and outdoor coils, and the model and serial number of the unit Per our policy, Section Letter D, Number 4, we do not cover leak testOur SrClaims Specialist advised you about the outcome of the claim and our policy, in which you understood and accepted allowing the technician to move forward with performing the leak testThe results of the leak test and the pictures confirmed that there was rust/corrosion found on the condenser coil that caused the coil to form holes which led to the Freon leakPer our policy, Section Letter F, Number and 8, we do not cover failures caused by rust and or corrosion Our SrClaims Specialist advised you about the updated outcome of the claim and our policy, in which you were not in agreeance We strive to provide the best customer experience therefore we offered a goodwill gesture in the amount of $to assist you on this non-covered claim You declined this offerWe 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:the technician back in December did not find anything wrong with the coil nor did he indicate that the unit is full of debrisNovember up to the time that the AC was leaking water again is just four monthsThe maintenance is supposedly to be done in April and as a matter of fact we just had the maintenanceI have spoken with the technician that you sent and they did not say that it is because of the debris.You can also ask themThe problem is I have requested the same tech who came to check the AC back in November but you don't want to send the same tech to us even though he is availableYour company is merely trying to avoid your responsibility and that is why I cancelled my policy, due to your poor service and you are not keeping your promise to help homeowners.I demand that you fix this problem because you are not complying with the terms and conditions of the policyThe tech did not indicate that the problem is because of the debris and poor maintenanceThe AC is well maintained Regards, [redacted]

I am rejecting this response because: The acceptance criteria for when something qualifies for repair is completely arbitrary and non-transparentFrom a consumer perspective, we have an appliance under warranty that has stopped workingWe were not aware of any pre-existing conditionsChoice arbitrarily and unilaterally decides that it wont be coveredWhy did it not pre-inspect all of my appliances and let me know up-front before signing me up for the policy? Maybe I would not have purchased the policy if I had more transparency...which it did not provide Regards,

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, we do see that CHW tried to assist you with a goodwill gesture and we did provide you with a release agreement stating that if we agree to assist you with your non-covered claim then we expect that the claim is satisfied CHW was provided with a diagnosis that this unit failed due to rust and corrosionPer our policy, Section FLimitations of Liability #states that CHW does not cover failures due to rust.CHW is not obligated to cover the cost of the repair since it is not a covered claim per the terms and conditions of the 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/useragreementWe regret to hear your frustration Please understand that the free months that were given to you, is not added when calculating the refund Your refund was calculated accurately as you are entitled to a pro-rated refund Please see our policy, Section Letter L of Cancellations, as it states: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] ,Please review our policy, Section FLimitations or Liability and you will see all the wording that states that CHW can provide you with funds in lieu of repair, as stated in #16, or CHW can provide you with funds for a part that is no longer available, this is #In reference to cancellation of the policy, please review Section LCancellations and you will see that any amount that CHW has paid for the policy, you would then provide back to us plus an administrative fee.Your policy was purchased in the amount of $however CHW paid $in authorized claims; therefore you would not receive a refund on this policyThank you,CHW

Dear [redacted] ***,Your policy has been cancelled as of 10/3/2017.Any further issues or concerns, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST.Regards,CHW

I am writing to close this case--CHW and I have agreed that a refund would best resolve this matter They have agreed to issue a refund

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 that you placed for your refrigerator shows that there is a Freon leak on the sealed system and it caused the compressor to overheat and go badPer our policy in section Letter D, Number states that Freon is not a covered itemThe damage to the compressor is considered secondary damage, based on the Freon leaking in the sealed system causing the compressor to overheatThe secondary damage is not covered in accordance to the policy section Letter F, Number CHW’s policy does offer replacement, however, that is only applicable to claims that are covered which this claim is not per the terms and conditions of our policy.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW