BASS Services

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 claim, I do see that CHW has reached out to you in reference to your unit We asked you to provide us with the maintenance records as the unit had failed due to a lack of proper maintenance The service provider did not advise us that this was due to wear and tear but to a lack of maintenance We would be more than happy to assist you if you could provide us with your most recent few maintenance records as CHW does require all units to be maintained per the manufacture specificationsSection F#12.Please send your records to [redacted] or send them to our customer advocate [redacted] please reference your claim number.Thank you,CHW

[redacted] We have requested our Sr .Manager to review this claim for you and will contact you as soon as possible Thank you, CHW

The claim was processed according to the terms of the policy as outlined in section Letter F, Number CHW doesn't offer repairs related to lack of maintenanceIt is suggested also that there may be a manufacturer's warranty that can assist you with the repairsRegards, CHW

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] Section Letter L, Number of the policy states,” If 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 .” You purchased the policy on 9/26/16, which was the same date it was effective, you cancelled the policy on 12/7/As there is an administrative fee of $50, there would be no refunds due 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/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 [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

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

[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

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

The issue was with the billing system, which was correctedThe information provided was what was in the billing system which was perhaps the date of processingCHW is happy that the issue is fully resolvedRegards,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/useragreementUpon review of your policy, we do see that CHW has assisted you in $in total for this policy for claims We do see that there is a technician assigned to this claim and once we receive the new diagnosis back we can update you on the outcome CHW will repair or replace an item providing it is covered per the terms of the policy If the unit had a prior issue, CHW will not repair or replace it.We do regret that you felt that the technician was not qualified and we have dispatched a different tech to provide us with a diagnosis of the system.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: 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]

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 www.choicehomewarranty.com/useragreementA review of the claim shows that it was processed according to the policy This was a covered claim Based on the diagnosis that we received, it stated that the pull chain and the fan motor would not work and needed to be replaced We authorized funds to the technician for this repair Please note that our policy states in Section D, Number 13, lights are not covered.You may submit your paid invoice to [email protected] for review Once we review your invoice, we will contact you with the update 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 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 [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 a [redacted] Upon review of your policy that began with CHW on 9/28/15, it does show that you did wait the days grace period for the policy to start as it was purchased on 8/28/ CHW’s policy states that all units that enter into the policy must be in proper working order the day that the policy begins You stated in your complaint that our technician misdiagnosed your unit and you did not have a unit as of yet but in the resolution area you documented that you had fixed the unit yourself and the unit is working properly.This claim was not covered per our policy Section ACoverage #that states 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.If you felt that the claim was misdiagnosed by our technician you could have provided a diagnosis from your own technician and CHW would have reviewed the claim again The failures that the technician advised CHW of, was explained to us that they could not have happened within the timeframe that you had your policy, therefore this unit was pre-existing to the policy start date.CHW will be happy to provide you as a goodwill gesture of the service call fee of $and add it to your policy for any future claims that you might have but we cannot provide you with a reimbursement for a claim that you had fixed yourselfAlso, you would have to provide us proof of the unit being fixed for it to be covered under your policy with us.Again, if your unit is not working properly, please provide a diagnosis from your own technician to us and we will review the claim.Choice Home Warranty is in full compliance with the terms and conditions of our policy.Respectfully,CHW

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]

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

The Customer Relations Manager called to follow up with the customer to ensure the dishwasher was already repaired as the claim was approved and payment has been made to the technicianPer Ms [redacted] the dishwasher is fixed and working Regards, CHW