BASS Services

Dear [redacted] ***,We are happy to hear that this had been resolved We did respond after reviewing the claim however the notations of the claim being resolved were not provided to us at that pointWe do look forward to assisting you with future claims and we have requested that our Quality Control department review this claim to see where the miscommunication happenedRegards,CHW

Dear [redacted] ,While we regret your frustration.At this time, CHW would like to offer you a full refund of what you paid for the policy, in the amount of $ Please contact us directly therefore we can send you the proper paperwork to process your refundRegards,CHW

Dear [redacted] We regret to hear your frustration, however, based on what our policy states in Section L of Cancellations, you were not eligible for a full refundSection L of Cancellations states: 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 writingPlease note, that our Customer Solutions Specialist did offer a goodwill gesture of $to assist you on your non covered claim, however, you declined this offer and opted to cancel your policyIf you have further questions about your refund, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PMRegards, 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 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 purchaseIt may also be found on our web site at [redacted] Upon review of your claim for the dishwasher we do see that this has been resolved with a payment to you as it is stated in our policy, Section FLimitations of Liability #“We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (which at times may be less than retail) to repair or replace any covered system, component or appliance.” And we provided you with $for this claimWe did advise you that the check would take business days to process Please note, upon request for service CHW will dispatch a technician for you within days on a week day, days on a weekend and holiday’s however you are responsible to set up the appointment with the vendor to have them come out to your homePlease review Section C Service Calls We do apologize if anyone in our company was rude to you in any way, CHW does not condone that type of behavior and we will review the calls that you had with our company We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy Regards, CHW

Dear [redacted] , We regret to hear your frustration and dissatisfaction with CHWPer your request, we have cancelled your policy as of 9/27/and we are processing your refund in the amount of $47.83.Please see our policy, Section Letter L of Cancellations in regards to our refund policy:LCANCELLATIONThis 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.Please understand that our policy states in Section Letter C, Number that the service call fee is to be paid on every claim If you would like to dispute the $service call fee, you can contact the technician directly as the funds were paid to him Chilly Willies Heating & Air - ###-###-####Regards,CHW

Dear [redacted] [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 claim, we do see that the unit failed due to the fact that the condenser coil was fully clogged, the policy does not cover failures that are caused by a lack of proper routine maintenance, please see section FLimitations of Liability #12.We do see that the second opinion that you had provided us with a diagnosis that again was a failure caused by a lack of proper routine maintenance We do regret your frustration however, CHW is in full compliance with the terms and conditions of our policy.Regards, CHW

[redacted] ***,We will be happy to provide you with a full refund of your policy upon signing a release agreement that states that you are happy with the resolution We will send the paperwork to you via email from the Customer Advocates email We ask that you return the agreement and once returned, we will then provide the billing department with the agreement to refund the funds back onto your credit card.The email that we will be sending it to is what we have on file : [redacted] 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/useragreementUpon review of your claim, we do see that your heating system had a crack in the heat exchanger, this crack happened due to the rust in the unit Per our policy, CHW does not cover failures due to rust or corrosion We understand that some rust will be on a unit however when the failure is due to the rust, that is when it would not be a covered item under our policy.Please see Section FLimitations of Liability #as well as #they both state that we do not cover the failures due to rust or corrosion,We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Thank you,CHW

Complaint: [redacted] I am rejecting this response because:The technician was assigned by the CHW, not meActually I called him many times but he didn't response at allI didn't pay for the technician but the CHWThere is no reason for me to deal with him.The fire is actually electrical sparking, it didn't burn anythingI sent a picture to the technician, it clearly shows the sparking made by himOtherwise there is no sign of fire.When I called CHW, the air conditioner is not working, that's itThat is itThere is nothing against the policy Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: TThe compressor in the unit was not, in fact broken The first technician did blow the transformer on the inside unit, which I had replaced on my own, and neglected to wire the unit coreecrly I have an invoice from my service call to a separate company who has completely fixed the unit I'd like reimbursement for my $service call, and my policy cancelled effective immediately Regards, [redacted]

Dear [redacted] You recently spoke with our Customer Solutions Specialist who advised you that we will send out an Electrician and plumber to upgrade the system and cap off the gas lineFor any further issues or concerns, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST.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 you placed a claim for your AC System The technician provided a diagnosis that the compressor had failed due to the internal windingsThe failure occurs from the compressor overheating and causing damage to the internal windingsSection Letter A, Number indicates that CHW is responsible for repairs related to wear and tearThis is not wear and tear and as a result was not covered We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

We are happy to hear that you have good working unit, Unfortunately since the policy states that CHW does not cover any known or unknown pre-existing issues, this claim would not be a covered claim Furthermore, your policy has been cancelled and our systems will not permit us to grant a goodwill gesture for a non-covered clam or a non-customer.We do apologize for any trouble that this has caused, we are not able to assist you with this claim as per our policy Section FLIMITATIONS OF LIABILITYThe following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.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/useragreementA review of the claim shows that it was processed according to the policy Based on the diagnosis that we received, it 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 goodwill gesture we offered you $to assist you in the non-covered claim You declined this offer and insisted on cancelling Per your request, CHW cancelled your policy on 9/15/and your refund was processed back onto your credit card on 10/2/at 12:pm in the amount of $ Please allow 7-business days for the funds to post onto your bank accountPlease see our policy, Section Letter L of Cancellations in regards to our refund policy:LCANCELLATIONThis 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 do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

[redacted] ,Thank you for the letter from [redacted] however we cannot accept a letter that states that there could have been maintenance done for a unitWe would need to see that actual records that you have had for the past years to show that there has been routine maintenance, that it was not just for repairs and that you have the point check list completed.Once you have them together, please send them to [redacted] and we will have our authorization department review it.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 our web site at [redacted] Upon review of your claim, we do see that you placed a claim with us last year for your AC unit but this was not a maintenance as CHW does not provide maintenance for our customers We see that you placed a claim for your heating system and it was not covered due to a lack of proper routine maintenance Per our policy, Section FLimitations of Liability #states that customers must have proper routine maintenance done on their units as specified by the manufacture specifications Our company provides repairs if needed to the covered items in our policy therefore the claim you placed is not a maintenance claim it was a repair.We do regret your frustration, we do however urge customers to read the policy before they sign up online as you did, this way you can view the coverage and see what the included items are as well as the excluded.Best regards,CHW

[redacted] , Reviewing the policy that you have with CHW, it is provided to you days before the start date and you are able to review the terms and conditions at that timeIf you disagree with the terms and conditions, you are then able to cancel for a full refund however if you do continue with the policy, it is understood that you have read the terms Our policy is online for anyone to view if you had not received it within the allotted grace periodIn reviewing the claims that you have had with us, we do see that you have placed a claim that we did cover for the pool/spa in and we provided $for this claimThe second claim that you placed was for a heating system which was not coveredThis claim, we are offering to provide you with half of the CAP for the pool/spa as a goodwill gesture If you would like to accept this amount, we ask that you contact us at ###-###-#### and we will send you an agreement to signThank you, 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 assetWe 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 purchaseIt may also be found on our web site at [redacted] Upon review of your policy that began with us on 5/25/16, we see that you placed a claim for your washer on 5/31/After the technician diagnosed the unit, he advised us of the failures that this unit had; it was explained that the failure could not have happened within the days that your policy was active Per out policy, Section A#states that all units must enter the policy in proper working orderThis however did not and therefore the claim wasn’t covered We see that you chose to cancel and CHW did provide you with a full refund of the paid policy We do regret your frustration with this claim; however we are in 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 at [redacted] .Upon review of your claim, we do see that your policy began on 1/30/and you placed your claim for your unit on 1/31/16, this was a day after the policy began Also, you stated that the last time working was “Friday” which was a day before the policy began, this shows that the unit did not come into the policy in proper working order Per section ACoverage #states that all units must come into policy in proper working order Also, Section FLimitations of Liability #states that CHW does not cover any known or unknown pre-existing conditions.On 2/6/16, we see that you had spoken to our customer service department and we offered to allow you to use the reimbursement option Our reimbursement option which states that you must have the technician contact our authorizations team for approval before any work was to be completed We do see that the authorization team was provided with a diagnosis of the system but we did not provide him with the “okay” to proceed with the repair We thanked him for the diagnosis and explained that we would have to contact the customer to provide the outcome of the claim because this was not covered.We do see that CHW has offered a goodwill gesture to you for this claim in the amount of $to assist you even though this claim should and is not a covered claim per the terms and conditions of the policyWe can offer to provide you with a full refund of the policy if you do not wish to accept the goodwill gesture of the claim Your full refund would be $80.00.We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy.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 www.choicehomewarranty.com/useragreementA review of the claim shows that it was processed according to the policyYou reached out to us and stated that your septic system was backing up in your yard and you had already contacted a plumber and had the work repaired already Per our policy, Section Letter E, Number 2, it states that we only cover the backing up into homePlease note, that CHW did not approve this repair Per our policy, Section Letter C, Number 4, it states “We will not reimburse for services performed without prior approval.”Our SrClaims Specialist advised you the outcome of the claim, in which you were not satisfied As we strive to provide the best customer experience, we offered a goodwill gesture in the amount of $for assistance, in which you were satisfied and accepted.You advised us that you were going to have the entire system replacedWe advised you to submit an invoice of purchase so we can have documentation of your new in our system and would be able to possibly cover claims in the futurePlease understand that this claim was a non-covered claim and the funds offered to you were given as a goodwill gesture Choice Home Warranty did not authorize the purchase of a new septic system Once again, please see our policy Section C, Number that is quoted above You spoke with our Customer Solutions Specialist and requested to cancel your policy.At this time we are unable to move forward as per your request, this policy has been cancelled.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW