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 [redacted] Upon review of your claim it appears that the claim was processed in accordance with the policyThe compressor had an internal failure which was a result of lack of routine maintenanceSection Letter F, Number states 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 replacementAlthough CHW doesn’t require maintenance records, you are invited to submit the maintenance records which indicate that you have had proper routine maintenanceThis will allow review of your claim 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 AC claim, I do see that the technician advised you that you had a cracked heat exchanger Also, per your conversation with ***, he advised you that this is considered to be a lack of proper maintenance, a pre-existing issue to our policy and lastly, CHW does not cover valves Your policy started with us on 2/25/and your claim was a month later An issue such as this happens over time and not within a month of a policy I do see that you had spoken to [redacted] and he did offer you a full refund of your policy since you were in a disagreement with the outcome of the claim We do apologize, we are not able to cover the claim but if you would like the full refund, we are still offering it to you We would not want someone to have a policy with us if they disagree with the policy.We do apologize for any frustration that this has caused and we do appreciate your feedback as this does help us with our customer service and service providers.Best regards, CHW

Dear [redacted] CHW’s policy states that all units must come into the policy in proper working order The fact that the inducer motor failed within the first month of your policy being in effect would show that the unit did not come into the policy properly.You chose to cancel your policy with us and as a goodwill gesture we provided you back the last month’s payment of $ The total that you paid for this policy was $and with the last payment being refunded to you, there is a balance of $that you paid to us We are not able to provide you with the funds for the repair since it is against our policy but we are willing to provide you with the refund of $for you to have a full refund of your policy.We have documented the system with the offer that we have made, if you would like to accept this offer, please contact us or respond to the complaint.This is a good faith effort to satisfy this complaint and CHW is going above the procedure since this account has been cancelledBest 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 assetWe are committed to providing a positive customer experience and we take all feedback very seriouslyChoice 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 www.choicehomewarranty.com/useragreement Upon review of your policy, we do see that you have placed a claim for the water heaterWe do understand your frustration however all of our customers are provided days before the policy begins to review the terms and conditions of the policyPlease see Section DCoverage #that states that CHW does not cover failures that are from the actual tank since the tank does not have a mechanical failureThe tank is a holding vessel that the water is stored If you would like to cancel the policy with us, we ask that you refer to Section L Cancellations in our policy to cancel per the terms We do thank you for your feedback however this claim would not be something that is covered per the terms of the policyCHW is in full compliance with the terms and conditions of our policy Regards, CHW

In accordance with our policy, section Letter F, Number 9, We have the sole right to determine whether a covered system or appliance will be repaired or replacedWe are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color Regards, CHW

Complaint: [redacted] I am rejecting this response because: Yes I am because I took the necessary steps that they informed me to do then the business left their company Choice Warranty also was lied to continuously and they didn’t see it coming that this guy was not rightI had someone look at the damage and he stated the new rug would cost about $$and to installI know choices policy but this is no fault of mines they should have this guys insurance coverage so we can submit s claim 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 [redacted] Please accept the apologies of CHW for the delay in having the check processedA payment in the amount of $was authorized on 10/24/and is scheduled to be mailed within the next business daysYou will not wait the days based on the situation that has occurred Regards,CHW

Complaint: [redacted] I am rejecting this response because: There policy states that the funds would be back in my account within to buisness days after I canceledNot to buisness days after to buisness days after being canceledI have been on the phone for hours waiting for them to take me off of hold to be told that I would have my funds in my account within to days of my cancelationThis is one mismanaged and discieving company that has no intention on refunding any funds once you read their warranty and insist that you don't need your concerns in writingThat they will make notes on your account and they will remember their notes to years later with the owner of the policy not having a copyPlus it took minutes on the phone to get my warranty canceledThey kept insisting that I had no need to cancel no matter what I thought Regards, [redacted]

[redacted] ***,CHW requested in our previous response that if you would like to cancel your policy that you would have to call the company to cancelCHW has provided you with the number to call and cancel the policy Please contact us at ###-###-#### and ask to speak with our cancellations department They will be able to assist with the cancellation of your policy.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 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 parts are no longer available and that CHW provided you with a check that does take business days to receiveWe provided you with the amount of parts and labor as stated in Section FLimitation of Liability #16, it states “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 appliance” Also, please note that per our policy, we do not cover the actual tankThe tank is a storage vessel for the water and there is no mechanical function for the tank, therefore we cover only the heating elements for the unit We do see that you stated to us on 5/12/16, that you would have to replace the unit for $that was the reason that CHW did increase the amount for you to $This amount is more than the parts and labor for the system We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy Regards, CHW

Complaint: [redacted] I am rejecting this response because: Again, like I have stated and the LEAD TECH CHW SENT OUT, it is not on the end coils areas where it is rustedAgain, I have attached a copy of the invoice where it states thisI have spoken to the tech and the company numerous times and have been advised the same thing everytime, "it is not on a rusted area and is caused by wear and tear! They even told how much they hate dealing with CHW because 95% of the times claims are deniedAs a goodwill gesture you are going to credit me months if payments? This is laughable! What about the wasted payments we have made since August since the policy has been active! What about the $service fee and the $leak detection we had to pay for that CHW does not cover? And by the way you are the only warrnaty company that does not cover leak detection, but I could not even submit my claim untill I had one doneSo you forced us to spend the $for what? Regards, [redacted]

[redacted] ,CHW will be happy to provide you with a refund based upon our policy, Section LCancellations Your policy was only available for a full refund the first 3o days from the date you signed up with usPlease contact our customer service department and you will be able to cancel Thank you,CHW

Complaint: [redacted] I am rejecting this response because: I am at least requesting a refund of $for the service call fees - the technician did not fix the repair at my house either time and I was forced to pay two service feesWhen I called to cancel my service, the representative (Harry on 7/18/16) said he would cut me a check but then refused to give me my money back when I wanted to also cancel service Asking for that refund Regards, [redacted]

Dear [redacted] ,We did receive a phone call yesterday by our bank who informed us that the check we did send was not cleared As a goodwill gesture, CHW is sending a check out to you before the days and we will stop payment on the previous check.Thank you for advising us and we will have this new check out to you asap.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/useragreementA review of the claim shows that it was processed according to the policy Based on the diagnosis that we received, it stated that there was missing Freon from the unit’s sealed system Please understand that this would not occur from wear and tear Per our policy, Section Letter A., Number CHW only cover failures that “ Become inoperative due to wear and tear ”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not in agreeance If you would like to further dispute this claim, you are entitled to getting a second opinion at your expense If you choose to get a second opinion, you can submit it to [email protected] for review If the outcome proves to be different, 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

Complaint: [redacted] I am rejecting this response because: You have advertisingOur unit was not out of complianceThere is a difference in being out of compliance and being oldOur unit was years old, with a unit of that age there should be no expectation of typical wear and tearOur unit was in fantastic shape for the age, this is per the e pert that YOUR company sent to us!! YOUR COMPANY IS A JOKE AND SIMPLY OUT TO MAKE MONEY AND NOT MAKE REPAIRS!! Regards, [redacted]

[redacted] , We do show that the amount of $has been credited to your policy as of 3/17/16; this did go back onto your credit card ending in [redacted] that had an expiration of 04/ If you would need further information please contact us and we would be happy to provide any further information that we have As stated this was credited to you on 3/17/ 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 shows that the claim was processed in accordance with the policyThe technician provided a diagnosis that there is an issue with the shower valve and it needs to be replacedThe shower valve is a part of the actual fixtureThe policy states in Section letter D, Number that fixtures are not covered 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/useragreement A review of the claim shows it was handled properlyThe claim was placed at 8:33am on 12/10/The claim was dispatched on 12/11/at 6:41amAn automated email and voice message was delivered providing the technician’s contact information which should be used to schedule a mutually agreed upon timeThis technician then advised CHW that he wouldn’t have any availability until ThursdayAt that time, CHW dispatched the claim to [redacted] who was able to schedule an appointmentSection Letter C, Number of the policy states, “Upon request for service, we will contact an authorized Service Provider within two (2) days during business hours and four (4) days on weekends and holidaysThe authorized Service Provider will contact you to schedule a mutually convenient appointment during business hours” CHW is not able to determine an outcome of the claim until the information is received from the assigned technician with specifics about the diagnosisThis information was received on 12/13/and the technician sent in the billing informationThe repairs were authorized by CHW on this dateThe technician will need to schedule a time to make the repairCHW apologizes if the technician provided you with incorrect information, however, the policy outlines in specific sections how the claim is handled and it was handled accordinglyPlease call the CHW customer service team if you have any questions to speak with someone directly at ###-###-#### 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/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 the compressor shorted to ground This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor This failure does not constitute wear and tear as there are many safeguards that work to prevent these types of failures Per our policy, Section Letter A, Number 2, we cover failures that “Become inoperative due to wear and tear ”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied As a goodwill gesture, we have added a onetime free service call fee onto your policy; this can be used on your next claim We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW