BASS Services

Dear [redacted] We regret to hear your frustration Please understand that we are not an emergency service company, however, we do understand your urgency for a technician For this reason, we advised you of our reimbursement program in which you would hire your own technician and if the claim was covered, you would be reimbursed funds at our cost You declined this offerFortunately, a technician accepted your claim shortly after your claim was placed, however you declined to use the servicesIf you would like to cancel your policy, please contact us directly and speak with a Customer Solution’s Specialist at ###-###-#### Monday-Friday 9AM to 6PM EST to process your request.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

The Evaporator Coil and Condenser Coils are leakingThere are multiple leaks in the systemThis is caused by a lack of proper routine maintenanceAlthough it is not a requirement, CHW invites you to send in records of your proper routine maintenance to be reviewed in hopes of a more favorable outcome of your claimYou can submit this information to [redacted] If you have any questions, please call [redacted] 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 the claim it appears that claim was processed according to the policyA microwave that contains a trim kit is not a built in unitThe policy outlines in section Letter D, Number that exclusions include Doors – Hinges – Handles – Doors - Door glass – Lights - Interior linings – Trays - Clocks - Shelves - Portable or counter top units – Arcing - Meat probe assemblies - RotisseriesAs a goodwill gesture records indicate that a payment in the amount of $was made on the claim as the unit wasn’t worth repairing, despite it is not coveredThe policy indicates in section Letter F, Number We have the sole right to determine whether a covered system or appliance will be repaired or replacedWe are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or colorWe are not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governmentsIf parts are no longer available, We will offer a cash payment in the amount of the average cost between parts and labor of the covered repair We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear [redacted] We regret to hear your frustration and dissatisfaction with Choice Home WarrantyPlease see our policy Section Letter L of Cancellations: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 warrantyYou may cancel within the first days of the order date for a refund of the paid contract fee, less a $administrative fee and any service costs incurred by Us.This contract shall be non-cancelable by Us except for:Nonpayment of contract fee;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 UsAll cancellation requests must be submitted in writing.If you would like to proceed and cancel your policy, please contact us directly at ###-###-#### Monday-Friday 9am to 6pm ESTRegards,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 policyThe first diagnosis that was received states that the water line in your refrigerator had a crack in it The technician repaired this crack by putting a coupler on it, which fixed the issue You called us a month later stating that your refrigerator was not working again We contacted our technician to advise him of the failure that occurred again, in turn he contacted you to set up another appointment to go back to your home to diagnosis the failure againWe received the second diagnosis which stated that the windings on the compressor shorted out and needed to be replaced In situations when the cost of the repair exceeds the lifespan of the unit, in lieu of the repair, we offer funds at our cost, to replace the system Please refer to our policy, Section Letter F, Number 16, where it states that “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.”In this instance, we offered you our refrigerator replacement cost at $in which you did not accept Please note, that per the policy Section Letter F, Number states that we match for “ similar features, capacity, and efficiency, but not for matching dimensions, brand or color .”Since we strive to provide the best customer experience, our SrClaims Specialist offered you $towards a new refrigerator, in which you acceptedWe received a call from you a month later asking if we received a letter from your attorney We advised you that we did not receive the letter It is our understanding that you are not satisfied with the funds that were provided to you As a goodwill gesture, we will offer you the extra amount that you have requested of $92.48, however we are not able to provide you with more funding that this If you agree, please contact us and we will send you out a form that we would like for you to sign in order to resolve this matter Once we have received this form back, we will then provide the extra amount However if you chose not to accept this amount of a total of $592.48, we are willing to provide free service call fees that equal $to be placed onto the policy.Please contact our Claims Department at ###-###-#### to accept this offer.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 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] ***, 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, we do see that you have accepted the buyout amount of $and this was authorized to you for the claimThis is per section FLimitations of Liability #that states “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.” 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, 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 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

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

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

[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

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] 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 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

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] ***

[redacted] ***,We do believe that this complaint has been resolved By providing CHW with the signed release agreement, you did agree to the settlement offer.If you have any questions or concerns, please contact us at ###-###-####.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 http://www.choicehomewarranty.com/user_agreement.php.Upon review of your policy, we show that CHW has assisted you with claims in the amount of $441.07.Upon review of your claim, we show that the part for the oven is no longer available and we have provided you with a cash payment in the amount of the average cost between parts and labor of the covered repairThe amount that CHW has provided you with is $171.07.Please see Section FLimitations of Liability # below:We have the sole right to determine whether a covered system or appliance will be repaired or replacedWe are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or colorWe are not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governmentsIf parts are no longer available, We will offer a cash payment in the amount of the average cost between parts and labor of the covered repairWe reserve the right to locate parts at any time For the first days of the contract period, We are not liable for replacement of entire systems or appliances due to obsolete, discontinued or unavailability of one or more integral partsHowever, We will provide reimbursement for the costs of those parts determined by reasonable allowance for the fair value of like partsWe reserve the right to rebuild a part or component, or replace with a rebuilt part or component.We do regret your frustration with this claim however; CHW is in full compliance with the terms and conditions of our policy .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

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] , 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