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 www.choicehomewarranty.com/useragreementUpon review of your policy, we show that you do have a customer portal that you can place any claim into You do not have to contact our customer service department however you can place it through the account center by placing your email and policy numberPlease note that our policy does not cover foundations of the outside area and we would have to have a diagnosis for the pipes leaking Please note our policy states: “POOL AND/OR SPA EQUIPMENT INCUDED: 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 systems.” You can view this online at the address listed above as well, we also urge you to review the policy sections FLimitations of LiabilityWe do regret any frustration that you have gone through and we will allow a claim to process by skipping the last payment for you Regards, CHW

Dear Keith [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 it was processed in accordance to the policyAs outlined in section Letter F, Number of the policy known or unknown pre-existing conditions are not coveredIt was deemed as preexisting based on the fact that multiple component failures occurred on the effective date of the policyThese things occur over the span of timeHowever, a goodwill offer of $was offered to assist with the repairs and it was declinedAt this time the policy is no longer active and you should expect an email and refundWe do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear [redacted] Please provide us with the statement that shows that CHW has the funds, our billing department stated that they are still in dispute We do not have the money, the bank holds the money until the dispute is over.Please fax this information to ###-###-####.Thank you,Choice Home Warranty

Complaint: [redacted] I am rejecting this response because: You were not told the unit archedI spoke to the service providerHe told me before we even started you would reject the claimIt a shame your Repsassume what has happened to benefit you and not your customers I was lied to when I was looking at your serviceI posed different issues and was told they would be covered I want all my money back and the money spent for the service call$fir the months service and the $service call, total :$I expect it sent in check form as you no longer have access to my bank account I will Not recommend your service to anyone!! A default by the manufacture and you flat out deny any type of a fix! your service is unacceptable!! Ill expect payment within business Days, by May 26, [redacted] *** 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] We apologize that you have been receiving telephone calls erroneously on your cell phoneWe have updated our records accordingly to have this removed Regards, CHW

I have giving the receipts from the maintenance done on the watersofter from because they wanted proof of maintenance on it from previous yearsI provided them with them and it was still not good enoughThey will only pay for minor fixesThey have proven thatTwo garbage disposal and a minor sink leakI would like to get my money back and carry on with a different company Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

Dear [redacted] We understand your frustration however due to the claim not being covered under our policy, we are offering to provide you with a refund of the paid policy and subtract the amount that we have paid on claims This would be a total of $ If you would like to accept this amount, we ask that you contact us at ###-###-####Thank you, CHW

Complaint: [redacted] I am rejecting this response because: They are WRONG on the type system I have, which is a STANDARD AC and heating unit manufactored by TRANE, that the Compressor went out ! Their quote about Excluded VVVVVVVV "EXCLUDED: All components and parts relating to geothermal, water source heat pumps including: outside or underground piping, components for geothermal and/or water source heat pumps, redrilling of wells for geothermal and/or water source heat pumps, and well pump and well pump components for geothermal and/or water source heat pumpsAccess - Radiators or valves - Baseboard casings - Radiant heating – Dampers – Valves - Fuel storage tanks - Portable units - Solar heating systems - Fireplaces and key valves – Filters – Line dryers and filters - Oil filters, nozzles, or strainers - Registers – Backflow preventers – Evaporator coil pan – Primary or secondary drain pans - Grills - Clocks - Timers – Add-ons for zoned systems - Heat lamps - Humidifiers - Flues and vents – Improperly sized heating systems – Mismatched systems - Chimneys – Pellet stoves - Cable heat (in ceiling) - Wood stoves (even if only source of heating) - Calcium bui- Maintenance." My AC system is not a Geothermal and /or WATER Source heat pump !!!!!!!!!!!!!!! It is a Standard, Trane brand "AIR COOLED " heat pump that is used in Almost All homes down South !!! Regards, A [redacted]

Complaint: [redacted] I am rejecting this response because:I NEVER STATED THAT MY UNIT WAS NOT WORKING SINCE 9/2015? I DON'T EVEN KNOW WHERE THIS COMPANY GOT THIS INFORMATION THE DAY I CALLED CHOICE WARRANTY WAS THE DAY I TURNED ON THE A/C AND DISCOVERED IT DID NOT WORK THIS COMPANY RECORDS THE TELEPHONE CONVERSATIONS, PLEASE SHOW ME WHERE I HAD STATED THIS STATEMENT THAT YOU ARE REFERRING TO [redacted] Regards, [redacted]

[redacted] ***,We understand your frustration however our policy is, that we do not assist with claims that are covered under manufacture warranty We are offering to provide you with a onetime free service call fee for your policy This fee will be placed onto your policy and if you do need to place a claim for the future, you will have a free one waiting for you.We do regret your frustration however per our policy, Section F #does state that we will not cover any items that are still under manufactures warranty, the manufacture will be able to cover that claim for you.Thank you,CHW

Dear W [redacted] ***,CHW stated that the unit failed due to what we were advised by the technician however this claim would not have been covered per the policy’s terms that state that all units must come into the policy in proper working orderPlease see Section ACoverage #3You purchased your policy on 1/7/and you had days from that date to ensure that all units were in proper working orderYour policy began on 2/7/and you placed your claim for your refrigerator on 2/9/stating it wasn’t working since the day before This was less than hours after the policy started which indicates to us that this unit was failing prior to the date that the policy beganPer the policy Section FLimitations of Liability #states that CHW does not cover failures that are known or unknown to the policy start date.We did however allow for a technician to go to the home and provide us with the diagnosis, per their diagnosis we determined that this was not a covered claim and advised you of suchThis policy has been cancelled and you have been provided a refund for the amount that you paid $340.00, minus an administrative fee of $and you were provided $back to your account.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy.Respectfully,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] At this time there are free service calls that are on your accountThere will not be another one addedPer the policy, section Letter C, Section 4, you will be charged a service call fee per claimAs a courtesy, you were provided with free onesCHW wants to retain all valued customers, however, should you choose to cancel your policy, Section Letter L, Number of the policy states that if you cancel after days you are entitled to a pro rata refund of the paid contact fee for the unexpired term, less a $administrative fee and any service costs incurred by CHWThese costs are the claims that have been paid out on your policy which will be deductedYou can call the CHW customer service team directly at ###-###-#### if you desire to cancel We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

[redacted] We do regret your frustration however due to the fact that the unit did not enter our policy in proper working order would make this claim not covered per our policy Please review Section ACoverage #which states that CHW requires all units to be in proper working order on the start dateWe do not cover any known or unknown pre-existing conditions The claim states that the unit last worked on the start date which again is against our policy.CHW is offering you a refund of the total paid policy $71.66.Please feel free to contact us at ###-###-#### if you would like the refund.Thank you,CHW

Complaint: [redacted] I am rejecting this response because:They have admitted that rust and corrosion are part of wear and tear, which is covered under the policyChoice Home Warranty needs to repair or replace the AC unit, I will not accept anything less than this 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] Upon review of your claim we do see that the failure was caused by rust which is not covered under our policy Please review Section FLimitations of Liability #and # It was stated that the heat exchanger cracked and does need to be replaced however the crack was caused by the rust Regardless if the rust is part of the unit; it would be excluded per our policy.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear Mr [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 it was processed according to the policy Based on the diagnosis we received, it states that the dual cap failed and the terminals on the compressor burned out Due to the terminals on the compressor burning out, it caused the contactor to short out, making it a secondary failure Section Letter F, Number 19, of the policy states that we do not cover any failures due secondary damages This section of the policy also states “ We are not liable for the negligence or other conduct of the Service Provider.” Please contact the Service Provider at Logicool Air Solutions at ###-###-#### with your concern of their repair.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policyRegards,CHW

Dear [redacted] Again, based your policy coverage start date was 8/3/and you advised the last time the unit was working was 8/6/ Please understand that tank would not fill up in a matter of daysThe outcome of this claim remains non-coveredPlease be advised that your bank placed a chargeback on your policy, therefore please contact your bank for your refund of $53.75.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 our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claims, we see that your policy began with CHW on 1/9/and you placed your claim on 1/20/ Within this short time of having your policy, the washing machine had an issue with the hose bib Per our policy, Section DNumber Plumbing, the hose bib is an excluded portion of the policy Also, all units must come into the policy in proper working order as per Section ACoverage #3.We do see that even though this was an exclusion to the policy we did offer to assist you with a goodwill gesture of $towards this claim Unfortunately, per our policy since this was a non-covered claim, CHW is not responsible to assist nor cover the claim.We urge all customers’ to review the policy within the day grace period that is provided before the policy begins You have this time to ensure that all units are in proper working order as well as to cancel for a full refund within this time periodBest regards,CHW

Thank you for resolving this matter with our Manager Jose, he has advised me that this claim is resolved to a mutual agreement with your son Kindly close out the complaint as we have a mutual agreement in place.Thank you,CHW

Complaint: [redacted] I am rejecting this response because: I received the reply from the company Choice Warranty and that’s exactly what they told me & exactly why I filed a complaintAll I am asking for is the unused portion of my year warrantyThey are deducting any claims thus far but my issue is - if I had paid this monthly they would not be able to deduct this amountThey are offering $of $They are also saying the Iines were clogged in our refrigerator but this was the opinion of the 4th person they sent to repair it and also we have really hard water and a water softener so it was not lack of maintenanceThe $they offered “in Goodwill” was not true - they paid that because one of their contractors - in the trial and error of fixing our freezer stated it was the ice maker, replaced it & charged us for a new ice maker - $- which was not the problem as it still does not work when the unit freezesThey keep saying the ice maker is not covered but we never asked them to cover anything except what we were out So far we have spent $2800, $275, and we still need a new refrigerator and paid over $for a new dishwasher - they paid $of that costWorthless warranty Regards, [redacted]