BASS Services

Dear [redacted] ,We do apologize that you think we are stating that you lied about the motor Per our policy, we do not cover any known or unknown pre-existing issues We do not think for a second that you lied about not knowing that the motor was failing however we do know for a fact that the motor could not fail within the time frame that you have had the policy.We do see that we did offer you goodwill that you declined and stated to cancel your policy which in turn we did for you.We do very much regret your fruition and your decision to cancel the policy with usRespectfully,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 our web site at [redacted] Upon review of your claim, we do see that the technician advised CHW that the actual tank would have to be replacedPer our policy Section DCoverage #states that CHW is not responsible for replacement of the actual tankBeing that you are new to CHW and this is your first claim, we are offering to provide you with a goodwill gesture in the amount of $ If you would like to accept this amount, please contact us and it is documented that that is the offer we have advised to youIf you would like to discuss this claim any further, please contact us and please ask to speak with the highest level customer facing Manager, Sara who will be able to assist you We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy Regards, CHW

I do apologize for the time frame of the parts being ordered This is out of our control but I have contacted the technician Scott and he is on his way to your home today 6/17/to repair the unit Also, I do apologize for not returning your call that quickly, I do respond to customers in the order in which I receive the claims You had requested a "break down" that Russ did provide to you and I will place it below:Customer responsible for Dryer - $85Recovery - $50Disposal - $50Disconnect Installed - $125Evap Coil cleaning - $150Labor - $300Total - $760CHW is covering:CFM - $250GW - Run Cap - $65, Compressor - $295, Labor - $175Total auth - $785GW -$535.00The total of this is $and all of the payments that CHW is paying out for is out of GOODWILL This was not a covered claim and out of good faith, we have covered the portion for you.Respectfully,Tracy

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] t You purchased the contract online on April 20, with an effective date of May 20, Per the terms of the agreement, Section Letter A, Number 3, you are provided with days to ensure all covered items are in place and in proper working order on the effective date of the warranty contractThis contract does not cover any known or unknown pre-existing conditionsAs you stated when placing your claim for your air conditioning system, it last worked on May 13, which is prior to the start of your contract 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 both claims show that the claims were handled in accordance with the policyThere was a claim placed for the air conditioning unit on 7/12/which was not covered [redacted] was dispatched on 7/12/15, which was also re-dispatched to another companyThis was done in accordance to the policy Section Letter C, Number which 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 received a diagnosis from the technician on 7/16/The evaporator coil was leaking Freon, there was dirt and debris on the face of the coil and the coil was deterioratingDeterioration and leaks occur as a result of lack of proper routine maintenance which is not covered by CHW as outlined in section Letter F, Number Documents were submitted but were not valid maintenance records as they didn’t indicate the identification information including the serial or model numberAdditionally section 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 replacement” The next claim for the air conditioning unit was placed on 7/31/This claim was dispatched on 7/31/You informed CHW that the technician hadn’t followed up and kept the agreed upon appointment time and CHW re-dispatched the claimCHW received a diagnosis from the technician on 8/3/that the coil was severely rusted and the failure was a result of the rust and the leakSection Letter F, Numbers and indicate that CHW is not responsible for repairs related to rust and corrosionOn 8/5/16, CHW provided you with the address to dispute the claim, however, there was never a dispute receivedPlease call the CHW customer service team should you have any questions at ###-###-#### We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear [redacted] , CHW does not cover failures that are pre-existing to the start date of the policyPlease review the policy Section Letter A#It states that all units must enter the policy in proper working order and that we will not cover any failures that are pre-existing to the start datePlease see below: 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.” The policy began on 5/25/and you placed your claim on 5/31/(days after the start date)You are provided days prior to the start date to ensure that all the units are in proper working order and to ensure that you have read and understood the terms of the policy The technician that provided us with the diagnosis advised us that the unit failed due to a multitude of mechanical failures, it was also advised that these failures could not have happened within the days that the policy was in effect; therefore the claim was not a covered claim We do regret your frustration and that is why we provided you with a full refund of the paid policy in the amount of $which was credited to the credit card you used to purchase the policyThis credit was placed onto the credit card on 6/7/ Since you disagreed with the terms and conditions of the policy, CHW did provide you with the full refund However there is nothing more that we can do for this policy since it has been fully refunded and cancelled.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 this resolution is satisfactory to me Regards, [redacted] ***

Our goal is to provide outstanding customer service and when there isn't a coverage offer, we work with our customer's and often times will make a goodwill gestureWe have extended this to youIn the event you are interested, please call our customer service team at [redacted] We will be happy to assist you 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 and please know that the policy that was established has been canceled and the monies will be refunded to your credit cardThe information has been brought to the attention of the Manager who has handled the employee accordingly 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 you have with CHW we do see that we have assisted you on the following claims:Claim # [redacted] for your Dishwasher in the amount of $121.00Claim # [redacted] for your Garbage Disposal in the amount of $195.00Claim # [redacted] for your Electrical System in the amount of $477.00Per the policy, we do not cover SPA’S that are above ground Section EOPTIONAL COVERAGE POOL AND/OR SPA EQUIPMENTINCUDED: Both pool and buispa equipment (exterior hot tub and whirlpool) are covered if they utilize common equipmentIf they do not utilize common equipment, then only one or the other is covered unless an additional fee is paidCoverage applies to above ground, accessible working components and parts of the heating, pumping and filtration system as follows: Heater – Pump - Motor - Filter - Filter timer - Gaskets - Blower - Timer - Valves, limited to back flush, actuator, check, and and 3-way valves - Relays and switches - Pool sweep motor and pump - Above ground plumbing pipes and wiring, except:EXCLUDED: Portable or above ground pools/spas - Control panels and electronic boards - Lights - Liners – Maintenance - Structural defects - Solar equipment - Jets - Ornamental fountains, waterfalls and their pumping systems - Pool cover and related equipment - Fill line and fill valve - Buior detachable cleaning equipment such as, but not limited to, pool sweeps, pop up heads – Turbo valves, skimmers, chlorinators, and ionizers - Fuel storage tanks – Disposable filtration mediums – Cracked or corroded casings - Grids - Cartridges - Heat pump – Salt water systemsWe will pay no more than $per contract term for access, diagnosis and repair and/or replacement.Per our conversation, I have agreed to send you a check in the amount of $that is our CAP for the year on the POOL/SPA coverage I have emailed you this information and I have not heard back from you If you do accept this offer, please advise me and I will send you the proper paperwork and have the check authorized.Best regards,***

Dear [redacted] We regret to hear your frustration and your wish to cancel Although you are not entitled to a full refund, as a goodwill gesture, we will honor your request and issue you a full refund in the amount of $and cancel your policy.To accept this offer, please find attached release agreementKindly sign, notarize, and return the documents to the attention of “Consumer Advocates” and also include your policy number You can return the document by email, fax, or mail Please note faxing does take hours to upload into our system The fax number email and mailing address are listed below.Email to: [email protected] to: ###-###-####Mail 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 [redacted] Upon review of your claim, it shows that you placed a claim for your water heater and CHW provided you with a goodwill gesture of $towards the repair for the unit Per our policy, the actual tank is not something that is covered.If you would like to cancel your policy with CHW you can do so however the goodwill gesture that was provided to you will not be sent You would have to follow the policy guidelines of Section LCancellations and speak with our cancellation team Please feel free to contact us and we will provide you with a pro-rated refund of the policy per the terms.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:The problem was fixed by a contractor that I had to hire because of the deceitful practices of CHWA whole days of without air conditioner in the peak of summer because of the run around that we got from them after 30+ phone calls and at least 10+ hours of holding to speak with a representativeThe contractor (AKS) who was sent by CHW to work on this was not able to fix the problemThe second contractor who came in diagnosed the problem and CHW immediately denied it on the premise of the fact that the circuit board was badWe do not know if this was intentionally fixed up by CHW in order to deny the claim or notEventually the diagnosis was the motor so the whole logic behind not fixing the problem because it was a circuit board issue not covered by CHW is completely disingenuousYou would think after getting a judgment handed down in the past by the Attorney General a company would change its fraudulent and deceitful practice, but unfortunately it has notAt this time if the company does not settle this claim and reimburse the expenses of the repair we would be forced to take this through the legal processAdditionally, we are in the process of gathering data which might cause us to believe that we are not the only potential plaintiff in this kind of a situationWe are seeking legal counsel on this matter and will be back with our response soon Sincerely, DrDipanjan Nag

Complaint: [redacted] I am rejecting this response because: It is both and defamatory.Every effort has been made to accommodate Choice Home Warranty The company was advised on February that the consequence of continued failure to account for falsified repair charges could be resort to mandatory arbitration, as specified in Section G of the warranty On March 7, the company was formally notified of intent to arbitrate and given days to mediate in good faith, in accordance with Section G Choice received formal communication from AAA on April CHW could have acknowledged this filing at any time, rather than pleading months later that it should have an opportunity accept going to AAA The process of notification, opportunity to mediate and subsequent filing is laid out in the warranty, and was followed.It is correct that I signed a release for the remaining claim of $after the company refunded $of the wrongful charge of $ By terms of the release agreement, CHW was to pay $within days of the release date - March However, conversations on March revealed that CHW did not ratify the agreement, and I notified CHW by email this breach nullifies the agreement In any event, no payment was received within the specified time period The agreement is void.No goodwill gesture has been offered, and inflammatory remarks like "pretenses" have the opposite effect of goodwill Since CHW breached the release agreement, full refund of wrongful charge is required 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/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 evaporator coil was impacted and the blower motor was very dirty This was caused by a lack of effective 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 satisfied We strive to provide the best customer experience therefore as a goodwill gesture we offered you $ In agreement to settle this claim, you accepted the funds as of 10/30/ Please allow days from the authorization date to process before the check is mailed outThis claim has been settled and closed.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

[redacted] , We were advised that the failures of the unit were that the compressor had an internal failure that caused the unit to seizePer our policy, the failures that happened could not have happened within the lifetime of the policy start dateYour policy began on 5/18/and you placed the claim on 5/20/The unit may have been in good shape for the age that it was however the failures that it had did not happen within the timeframe that you had your policy Per the policy, please read Section Letter ACoverage #that states all units must enter the policy in proper working order and that CHW does not cover any failures that are pre-existing to the policy start date We do regret your frustration however you are provided days before the policy begins to review the terms and conditions and ensure that the unit is in proper working order before the start dateBeing that the claim was placed days after the policy began is a pre-existing failure that would not be covered by 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 unit was dirty and the house was significantly dusty This failure occurred from a lack of 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 satisfied If you would like to further dispute this claim, you may submit your proper routine maintenance records to [email protected] for review If the records prove that the unit was properly and routinely maintained, we would adjust the outcome accordingly.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policyRegards,CHW

We do apologize for any frustration that you have had with this claim, as explained to you The records that you have sent per our inside technicians are not maintenance records but repair Adding Freon to a unit is not maintenance related it is repair relatedBeing that your policy started on 01/03/and you placed this claim only a months later also shows us that you did not come into the policy with your unit in proper working orderWe cannot approve a claim that our authorization team has already declared as non-covered We will speak with the service provider because they are to only diagnose the issue, they are not aware of our policy and how a unit should enter into the contact.Since we cannot reach a mutual agreement, CHW is not paying over the maximum amount for a non-covered claim or any amount for a non-covered claim and you as the customer believe that this is a covered claim;we are not getting anywhere, so we are offering you a full refund of your policy In a monthly bases you are not entitled to any type of refund but we will offer you a refund of the policy as a good faith effort to resolve this and we will cancel your policy CHW does not want to have a customer that does not agree with the policy and we would not want you as the customer to feel as though you are stuck with something that you don't want.Our finial offer for you would be a good faith offer of a full refund of the amount that you paid into the policy$202.50.Best regards,Tracy

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 indicates it was handled properlyThe claim was initially placed on 11/1/(claim # [redacted] )The contract effective date was 12/1/so the claim couldn’t be processedAs a result when the claim was placed again on 12/3/16, it was known that it was a preexisting condition which in accordance with section Letter F, Number of the policy is not coveredHowever, CHW values all customers and wants to be able to have an opportunity to keep all customers and assist when can, as a result the claim was covered as a goodwillRecords indicate that a response was sent to your email that you sent on 12/6/at 3:48pm EST asking you to please call the CHW customer service team at ###-###-#### if you would have a need to discuss the claim further 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 your claim was processed in accordance with the policy Section Letter F, Number CHW will not cover claims related to rust and corrosionWe do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW