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] 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 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

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]

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 and approvedCHW followed up with providing the technician to diagnose the problemThe technician has ordered the parts and CHW has been continuing to follow upThe part has not arrived which is causing the delay in repairing the microwave 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 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] ***

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

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.Upon review of your claim, it does show that your compressor shorted to the ground There are many ways that a compressor can short to the ground The unit could have had a power surge, lighting strike, over heating or a leak All of which are not covered under our policy and all of which are not considered wear and tearA unit cannot run without Freon, it will make the compressor fail and in this case it did Please review Section A#2, states that CHW will only cover failures that are of wear and tear.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,Choice Home Warranty

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 claim that was placed for the oven stove cooktop that was placed on 1/16/was properly handledBased on the diagnosis that was received, it was determined that there are multiple failures with the unit and they wouldn’t have occurred in such a short life span of the policySection Letter F, Numbers and indicate that CHW is not responsible for repairs related to known or unknown preexisting conditionsThe effective date of the policy was 12/28/It appears that the management team at CHW did receive information from you that the unit wasn’t opened up in order to make a proper diagnosis and this information has been submitted for reviewPlease call CHW customer service team directly with 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] ***, 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 claims were responded to accordingly in connection with the established policyIn section Letter F, number 8, we are not liable for repair of conditions related to rust and corrosion 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 complaint we noticed that you stated that you are calling this warranty “insurance”Please note that CHW is not an insurance company and we do state in our policy that we are not insurance.The claim that you are speaking of for your heating system, we offered to have you use our reimbursement option, as it was explained to you, if the claim is covered, you will be reimbursed for the service call fee however if it is not you will not It also explained that we would not be able to provide funds without having your technician provide us with a diagnosisIf you chose to have the unit fixed before we provide authorization, we will not pay for that either as it is stated in our policy, Section CService Calls #Our authorization team does not speak with our customers; they will only speak with the technician who is providing the diagnosis.We received a quote for the work and after calling the technician, it was advised to us that this was for a cleaning of a dirty unit and a flame sensor and inducer motor.As a good faith offer we have placed a onetime free service call fee.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policyRegards,CHW

I don't accept it because they made me pay $for months of service in advance and the two times I used them the first resulted in a leak in my basement due to a cracked pipe and the second was not covered I want a refund for months of cancelled/unused service on the month contract By my calculations that would be $credited back to me

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 drain pan was leaking due to it being rustedPer our policy, Section Letter F., Number 1, CHW is not liable for “ malfunction or improper operation due to rust or corrosion of all systems and appliances ”In addition to that, the diagnosis also stated that there was internal failure in the compressor This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor This failure occurred from a lack of proper routine maintenance.Per 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 $towards the repair You declined this offer If you would like to accept this offer, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

We do apologize for the delay, the credit was issued to your credit card on 2/19/16.Thank you,CHW

Dear [redacted] , Your claim was processed in accordance with the policyUnfortunately, your claim is not one that is covered based on the rust and corrosion as outlined in the policy and the denial that was sent 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] It appears a refund in the amount of $1,was credited to the card that was on file on July 7, On July 22, you were informed that the refund had been sent and that you should contact the bank as the funds have already been released to the bank 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 that your claim was processed in accordance to the policySection Letter D, Number of the policy indicates that tanks are not covered Your cancellation was also processed accordinglyThe policy indicates in section Letter L, Number 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 HWA 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: At NO time during any of the calls I have had with their representatives did CHW ask me to provide maintenance records If they review the recordings of the calls they can confirm thisMy claim was denied outright each time for "improper maintenance" and I was told that was the final decision The licensd technician that CHW sent to my home and that diagnosed my problem also agreed that this was not due to improper maintenance and that it was wear and tear The fact that that they claim that it was low on freon due to a leak in the coil proves improper maintenance is comical at best I have since had another company come and look at my system and they to found the coil to be clean and that the leak was NOT DUE TO IMPROPER MAINTENANCE I cancelled my policy because of the inflexibility of the company and have contacted the NJ Attorney General regarding their business practices See reference below [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 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 failure of the unit was caused by rust and corrosionPer our policy, Section FLimitations of Liability #states that we do not cover for failures such as this We see that CHW offered you a goodwill gesture of $to assist with this claim You stated in the claim to us that the unit was a part of a recall and we did confirm that is not accurateThe carrier Lennox advised us to inform you to review the class action suite at [redacted] CHW is still willing to provide you with the goodwill gesture of $to assist with this claim Please contact our office and they will provide you with a form for you to accept the good faith offer that we are offering We do regret your frustration however CHW is in full compliance with our terms and conditions of our policy Regards, CHW Regards, CHW

Dear [redacted] We regret to hear your frustration While rust/corrosion occurs from wear and tear it is, however, a part of our exclusionsThe pictures we received shows that coil was heavily corroded – the outcome of this claim remains uncovered As a goodwill gesture, we have placed a onetime free service call fee onto your policy; this can be used on your next claimRegards,CHW

Hello, CHW did receive the documents that were sent in to review for the claimHowever, what was received was not a record of routine preventative maintenanceThe documentation that was sent to CHW demonstrated that a system checkup was doneThere was no documentation of the pressure readings or amperage readings that would demonstrate the levels of power from year to year on the system to determine the maintenance that was requiredHowever, it appears that a good will gesture of $was presented and deniedCHW has agreed to increase the good will gesture to a final offer of $to assist in the repairs of your unit as this claim remains a non-covered claimsCHW values all customers and want to do what is necessary to assistThis will be documented in your claim in the event you would like to have a check mailed for the $Please call our customer service team at [redacted] and it will be handled Regards, CHW