BASS Services

Dear *** [redacted] ,We regret to hear your frustration Please be advised that your policy has been cancelled as of 9/8/and your refund has been processed back onto your card as of 9/25/ Please allow 7-business days for the funds to post onto your account.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.phpAll of our information was sent to you upon your start date as wellYou did receive a hard copy and an email with the policy’s terms and conditions.Upon review of your policy, it does show that you had cancelled your policy on 8/17/ The claim that you placed for your POOL/SPA would not be able to be processed due to the cancellation of the policy Your policy has to be in good standing for any claims to be processed Also per our policy Section LCancellations, CHW would normally charge you a $cancellation fee and charge you the amount of money that we had paid out for claims CHW as a goodwill gesture did not charge you as our policy stated and allowed the cancellation of the policyPlease refer to Section LCancellations This is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturerThis is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty You may cancel within the first days of the order date for a refund of the paid contract fees, less a $administrative fee and any service costs incurred by UsThis contract shall be non-cancelable by Us except for:Nonpayment of contract fees;Nonpayment of Service Fee, as stated in Section III;Fraud or misrepresentation of facts material by You to the issuance of this contract;Mutual agreement of Us and YouIf 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 All cancellation requests must be submitted in writing.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us Best 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] Please accept the apologies of CHW for the delay in the handling of your claimThe claim was placed online on 12/10/at 10:45amThe claim was assigned to Engineered Climate Solutions on the same dayAn automated voice message and email were sent to provide you with the contact information to reach them in order to determine a mutually agreed upon time for them to come to diagnose the problemTheir telephone number is ###-###-####Please call them or reach out to CHW customer service team directly if they aren’t able to accommodate you 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] CHW is not an emergency serviceSection Letter C, Number 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 does provide reimbursement for services that are covered and there is prior approval soughtSection C, Number of the policy indicates that “ .We will not reimburse for services performed without prior approval”As indicated when you called, CHW will review the clearer pictures to review them, however, there was no prior approval soughtPlease call the CHW customer service team directly with questions at ###-###-#### We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear John [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 with the delay of the check that you agreed toYour information has been escalated and a check will be sent to you for the amount due in accordance to the agreed upon amount of the buyout of the washing machinePlease allow days to receive the fundsIf you have any questions, please call the customer service team 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 we do see that the failure to the unit was caused by rust and or corrosion which although might be normal, it is not a covered item under our policy as it states it in Section FLimitations of Liability #as well as #12.The technician’s diagnosis stated that the condenser coils were leaking and this was due to server rust and corrosionWe 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:$is a totally unacceptable amountthe policy was in effect less than days, before they rejected my claimIn other words they did nothing before and nothing after the claimthere should be no pro rating allowed the amount I paid was $and this is the only amount that would be acceptable 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 policy with CHW we do see that you have been a customer of ours since and CHW has assisted you with $in authorized claims Upon review of your AC system, it shows in the diagnosis that both of the units are dirty, lacking maintenance and showing restricted air flow, this will cause the other components within the completed system to failThe control board on the furnace has failed due to the lack of proper routine maintenanceWe received one invoice that you provided to show routine maintenance and on that one invoice it shows that the unit was cleaned in December 2015, the units were low on Freon and having to add the Freon By adding Freon to a unit without repairs to make it stop leaking causes damage to the components Per our policy, Section FLimitations of Liability #states that all units must be properly maintained per the manufactures specifications Providing one invoice does not show routine maintenance and this record does not show proper maintenance was done.We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policyRegards,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/useragreementWe regret to hear your frustration and dissatisfaction with CHW In a recent review of your policy, it shows that 95% of your claims were covered A review of the water heater claim shows that it was processed according to the policy Based on the diagnosis that we received, it stated that the water heater was leaking from the main tankPer our policy, Section Letter D., Number 6, CHW does not cover the main, holding or storage tanks.Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfiedIf you would like to cancel your policy, 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

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 We do apologize if there was anyone in our company that was rude to you in any way I will report this information to the VP of Operations and have the calls that were in the system listened to and the person or persons that were rude will be reprimanded.I do see that you were provided a credit to both of your policies and they are both cancelled An email did go out to your email on 9/21/advising you that your policies were no longer in effect.We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

Complaint: [redacted] I am rejecting this response because: My fiancé has a background in construction so he has personally done the needed maintenance There is nothing in the contract that stipulates we have to show receipts of maintenance or that if had the knowledge couldn't just do it ourselves Again, a Choice vendor who saw and worked on the actual unit said it was maintained It has lasted over years in degree Texas weather, if it wasn't maintained, it would have failed long agoThis is us Choice's blanketed way of refusing any claim that actually has a higher price tag Making this a total scam 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 [redacted] .We do see that you have been working with Tracy our Customer Advocate to have a second technician come to your home at no cost, then we found that the unit was an Energy Management System and since we do not cover this per our policy Section DCoverage #7, we have offered you a full refund of the policy We did just send you the release agreement and are awaiting you to return it to us.We do regret your frustration and do appreciate you working with us to come to a mutual agreement.Thank you,CHW

Dear [redacted] We regret to hear your misunderstanding of our policy The service call fee is the “diagnosis fee” that you pay to the technician – whether or not your claim is covered – the service call must be paid Along with this response, please find your policy attached Each system, unit, or appliance does have a coverage cap You will not find any home warranty company who has blanket coverage in their policyIn regards to # [redacted] – This claim has been considered approved and settled as of 12/15/ This coverage reached its cap of $ These funds were authorized and paid to the technician [redacted] , ###-###-#### Per our policy, Section Letter D, Number 8, CHW “ will pay no more than $per contract term ”No further action will be taken in regards to this claimIn regards to # [redacted] – You were already reimbursed $for this claim This check was cleared on 5/9/2017.No further action will be taken in regards to this claimIn regards to # [redacted] – Thank you for the attachment, we have submitted your invoice to our Authorizations Department for review Once we review the invoice, we will contact youRegards,CHW

Complaint: [redacted] I am rejecting this response because: This information is the technician or representative called while I was on the phone with CHW and I could not connect with them but immediately after the call I called them back and got no responseThis happened approximatelynoon on 8/24/No message was left on my voicemail nor was a text even sent to meI had not received anymore contact from either CHW or contractor until I made this complaintOn 8/25/I reached out to CHW wanting to speak with a supervisorThey were basically playing the blame game on contractor I told them they are as much at fault as contractor for neglecting to reach out to me letting me what is going onThe call then went dead and now contractor conveniently left me a voice message and text todayBecause I am working I responded back to the technician via text and have yet to hear from him Regards, [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 policy that you have with CHW, you have had the following claims that we have approved:Claim # [redacted] for your Plumbing System in the amount of $100.00Claim # [redacted] for your Heating System: in the amount of $350.00Claim # [redacted] for your Plumbing System in the amount of $375.00I do see that you have placed a claim for your dishwasher, claim # [redacted] You we did advise you that you are more than welcome to have your on tech come to your home providing that they do not do the work and call CHW with the diagnosis to receive authorization for any work that would need to be completed to ensure that it is covered under the policy Please note that CHW is not responsible for the technician’s negligence and also since we do offer the reimbursement option and it was offered to you but you did decline, we advised you that we would continue to look for a tech in your area that you were satisfied with Due to the holiday, the technician that we have available is supposed to have an appointment with you tomorrow.Please understand that CHW is not responsible for any mildew, or damage that has happened to your home within the time period that this claim was opened I do apologize and do wish the best of luck tomorrow with the technician that is supposed to come out to the home.We do appreciate your feedback as it will help us improve our company to benefit our customers.Best 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 see that you placed one for the icemaker and per the policy that you have had that is not a covered itemCHW provides you with days prior to the start date of the policy to ensure that you understand what is covered and what is not You are allowed within this time to cancel the policy for a full refund, after the start date you then are subject to a pro-rated refund plus an administrative feeCHW as stated above provides the policy online for anyone to view As a customer we mailed you a hard copy of the terms and conditions before the policy began and we also emailed the policy As always you can log onto the customer account center and you can view your own personal policy by placing your email and policy number.If you would like to cancel your policy, please contact our Cancellations department and please read Section LCancellations as this is how the process would go.We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policyRegards,CHW

Dear [redacted] As we have stated, the failures with the AC system are failures that were caused by another part of the unit Per our policy, we do not cover secondary failures We understand that there will be something that makes another part of a unit or a system fail however that is part of the policy that states we will not coverIn reference to the Heating System claim, your technician stated that the induce housing has a crack which was caused by rust/corrosion Per Section FLimitations of Liability #and #this is not something that we cover CHW does not cover failures that are caused by rust or corrosion.In reference to the Air Conditioning System claim, there was a leak that was reported to us and if there is a leak, we do not know if it can be fixed without seeing or knowing where it is Our policy does not cover leak tests and if there is a leak, we are going to ask how the leak happened, if it is something that was done by rust or corrosion, as the other unit/claim, we will not cover it However, your technician stated he could not find exactly where it would be and that it is cheaper to replace the coil Our policy does not allow us to replace a coil unless we know why it failed.CHW has offered you a refund of the policy, minus the claims that we have paid for the policy to provide you with a refund of $ We do see that you contacted us on 9/9/and accepted this offer and we did provide you with the paperwork Once we receive the release agreement back, we will provide you with the funds to cancel your policy.Thank you,CHW

Dear [redacted] ,We regret to hear your frustration Please be advised that this claim is still pending Once we receive an update, we will contact you As a goodwill gesture we have added a onetime free service call fee onto your policy This can be used on your next claimRegards,CHW

CHW policy covers mechanical failures due to wear and tearHowever, your toilet doesn’t have mechanical failures based on the diagnosis receivedAt this time, per your request, your policy is no longer active, therefore there is nothing more that can be done for a claim that had previously been approved

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 [redacted] Upon review of your policy that began with us on 4/11/16, we see that you placed a claim on 4/23/for the AC System The technician advised us that the failure had been something that happened in a long period of time Being that the policy had just begun with CHW, this means that the failure that you had could not have happened within the time period of the policy start date Per the policy, CHW states in Section ACoverage #that all units must be in proper working order the start date that the policy starts We do not cover any failures that pre-exist the start date We provide days before the policy starts for you to ensure that all the units in your home are in proper working order Per our policy, Section FLimitations of Liability #states that we do not cover failures that are known or unknown to the policy as well Since you disagree with the policy, we are offering you a full refund of the paid amount of the policyYou have made two payments to us for $in which we are willing to provide back to you Please contact our office and they will provide you with the proper paperwork to signWe do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policyRegards, [redacted] MCHW