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 Upon review of your policy, we do see that you have placed a claim for your water heater We also received a letter from you requesting CHW to go against our policy and replace the current water heater that you have Our policy states in Section D#that the actual tanks are not covered The tanks are a holding vessel that had no mechanical need CHW only covers the heating elements that heat the water; the tank has no mechanical function.Per the policy Section LCancellations, states if you would like to cancel this policy you would receive a pro-rated refund of however many months you have remaining and you would be subject to an administrative fee of $50.Please review your policy as it is on line and we have mailed a 3rd copy to your address as well as email Please check your spam or junk folder as it does at times go to there.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy.Best 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 you had experienced any frustration with your claims and we have added one free service call fee to your policy for you.We do hope that you have a much better experience in your future claims.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] Per our policy, Section A#states that all units that come into the policy have to be in proper working order CHW does not provide any maintenance for customers’; we expect that all units are properly maintained prior to entering our policy We do provide a grace period of days and if you had prior coverage it will be days, this is to ensure that you have gone over the policy and ensure that all units are working properly.We do see that we offered and you did accept the goodwill gesture for this claim in the amount of $200.00.We do regret your frustration with this policy; however CHW is in full compliance with our terms and 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 [redacted] A review of the claim shows that the claim was processed according to the policyThere was an issue with the technician and the part that was orderedIn order to have this matter resolved, CHW did reassign to another technician and had the part sent overnight to ensure it was available when the technician arrivedThe claim has been approved and the heat should be working for you at this timeCHW did provide the empathy needed and once were abreast of the situation, handled the matter with the technician that didn’t display empathy with the Vendor Relations team to address thisPlease call the CHW customer service team 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] [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 for your refrigerator claim, it stated that the compressor was not cooling due to the system being out of Freon Your refrigerator being out of Freon indicates that there is a leak in the system Per our policy, Section Letter D, Number 3, CHW does not cover “ Leaks of any kind ”Based on the diagnosis that we received for your air conditioning claim, it stated that blower motor failed and needed to be replaced CHW covered this claim We received a call from you stating that the system still was not working and that the technician had been back out to your home Based on the second diagnosis we received, it stated that the system was empty on Freon Your system being low on Freon indicates that there is a leak somewhere in the system When the leak is not visible, a technician must perform a leak test A leak test would determine the location and cause of the leak, and in addition, the technician would take pictures of the location of the leak, the indoor and outdoor coils, and the model and serial number of the unit Per our policy, Section Letter D, Number 4, we do not cover leak test.Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you did not agree and in turn, requested to cancel your policyPer your request, CHW has cancelled your policy as of May 30, Please note, that you are not entitled to a refund, per 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 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

Dear [redacted] We regret to hear your dissatisfaction with CHWIf you choose to move forward with cancelling your policy, 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 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 compressor had locked rotor amps that failed due to 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 did not agree We advised that you could further disputes this claim by providing proper routine maintenance records, you agreed to sending in your paperwork.We reviewed the records that you sent to us; please note that the invoices do not show the proper routine maintenance The outcome of this claim standsWe strive to provide the best customer experience, therefore we offered you $to assist you on the non-covered claim 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: I am disputing the denial of my claim for a few reasons 1) You stated that my system had not been maintainedI provided you proof of maintenance from the receipt that I was provided by my servicing contractorYour exclusions states that periodic maintenance is to be doneMy maintenance is done between 2-times a year in which falls under the bracket of periodic 2)Your tech stated that the defrost heater and thermostat had failedThose parts failed as a result of wear and tear and not lack of maintenanceA qualified tech would know that a lack of maintenance would not cause a defrost heater or thermostat to stop workingDirty coils will prevent the proper air flow which will possibly cause internal issues with your compressor before it will a defrost heater 3)I was also advised that my claim was denied due to “leaks are not covers” under the exclusions section of my warrantyAs I advised before, my refrigerator is not leaking refrigerant or waterMy claim is for a defrost heater and thermostat as stated before 4)Your tech came out and diagnosed my refrigerator without never taking the cover offHow was he able to make a determination based off of just a visual inspection? Why wasn’t I shown what the tech saw if this was an issue? 5)I also had a 2nd opinion come out to tell me that my refrigerator was not dirty With this being said, I am well within my rights of having my claim covered under this home 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 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 compressor shorted to ground This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor This failure does not constitute wear and tear as there are many safeguards that work to prevent these types of failures Per our policy, Section Letter A, Number 2, we cover failures that “Become inoperative due to wear and tear ”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 we offered you funds in the amount of $to assist you on the non-covered claim as well as a one-time free service call fee for your next claim You accepted these offers Our records show that you received and cashed the check.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

[redacted] ***, When you place a claim, you are speaking with a customer service agent They are not technicians and cannot advise if a unit is covered or notWe have to understand the diagnosis before we can provide an outcome of the claimThe technician that goes to your home has to speak to our inside technicians for the claim to be reviewed against the policy to see if it is covered.CHW did not know the outcome of your claim until we have a diagnosis We do regret the frustration that you had however you chose to cancel your policy therefore there is nothing further that we can do for you at this time.Respectfully,CHW

Complaint: [redacted] I am rejecting this response because:You have records of all the issues as I stated in the original complaintYou are procrastinatingIt appears we are wasting each others time just going back and forthA fair settlement was all I was asking for 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 the claim for your oven, we see that the technician’s diagnosis states “the right rear burner switch large and one small element and receptacles are needed to be replaced He stated that the top of the stove was all burned up along with the elements He stated that the unit was not well maintained Per our policy, Section FLimitations of Liability #states that all units must be properly maintained as per the manufactures specifications We do apologize if our customer service rep was not able to provide you with a reason as to how you should maintain the unit We are not technicians and therefore are just delivering the outcome of the claim You are more than welcome to provide a second opinion to us if you feel as though there is a mistake or the diagnosis is wrong.Per the diagnosis that we received, this claim would not be covered due to a lack of proper routine maintenance or any maintenance at all.We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policyBest regards,CHW

There is not a way for CHW to stop charging your policy without cancelling your policy If you requested to cancel then the policy will be cancelled but if you did not pay, then it would be suspended We had provided you a policy that can be found online as well as your email upon purchase The sales team will go over the general areas of the policy but we do provide days for the customer to review the policy and make sure that this is for them and if not to receive a full refundThis is all stated in the policy in Section ACoverageAgain, we do regret your frustration but our policy is provided to the customers to review before purchase.Thank you,CHW

Complaint: [redacted] I am rejecting this response because: I was not offered a payment before I cancelled the policy I cancelled the policy because another representative called me and told me that the information previously provided was not correct and was rude to me and in fact hung up on meI was also told that I had until February to make any claims and I was told this after I cancelled the policy by still another representative Perhaps their representatives need to read their policies and contract documents since they obviously don't know what they are either I strongly urge everyone not to use this company 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 apologize for any rude behavior that you had to endure from anyone in our staff I will bring this to their managers attentionIn reference to your claim, I do see that we have the technician coming to your home today and that the unit will be fixed.For the trouble that you have experienced, I have placed a onetime free service call fee under your policy Please accept my apology and if you should have any further issues, please contact me directly at [redacted] Best regards, [redacted] M

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 compressor shorted to ground This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor This failure does not constitute wear and tear as there are many safeguards that work to prevent these types of failures Per our policy, Section Letter A, Number 2, we cover failures that “Become inoperative due to wear and tear ”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfiedWe strive to provide the best customer experience, therefore we offered you funds in the amount of $to assist you on the non-covered claim You declined this offerWe do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted] ,We understand that the technician stated to you that the unit “looked maintained” however this is not conformation that the unit was maintainedPer Section FLimitations of Liability #states that CHW requires all units to be properly maintained per the manufactures specifications The manufacture of your unit specifies that the unit be maintained every year If you do not have the records, you can contact the technician who you had provide the maintenance, they would have the last years on file for you and you can send them to [redacted] Also, please note that a compressor failure which is a compressor shorted to ground can be caused in a few different ways however the overall result is that there is an internal failure which is exactly what you stated and followingIn reviewing the policy that you have had with us, we show that we have assisted you on previous claims in the amount of $ As a good faith effort to assist you, CHW is offering to help with $towards this claim.If you would like to accept our offer, please contact us and it will be documented in the notations of the claim.All our best.CHW

Complaint: [redacted] I am rejecting this response because: Do they cover wear and tear or not,in addition, they ask to get a technician on my own the technician charge $for the visit, if they did not do the job their price is $for the diagnosticthey should be paying at least the diagnosis, since they are trying everything not pay the claim Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: CHW's technician has failed to return the stolen part A police report has been made CHW's technician has not cooperated in returning the part nor has he provided the statement that CHW's office negotiated in an effort to resolve the denial for the claim with my second warranty company CHW has ignored the irreparable harm suffered as a result of it's techician's actions My second warranty claim would have covered the unit The claim was specifically denied due to missing parts Now I am placed in a position to replace the unit in the amount of $ The mere service fee replenishment was an insult CHW should contact their technican to determine why he engaged in bad practices At this juncture should the technician arrive at my home charges will be filed for trespassing as he cannot be trusted and already stole from us CHW is responsible for my out of pocket expenses 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 www.choicehomewarranty.com/useragreement The cancellation department has been made aware of your requestCHW doesn’t want to lose any valued customer and although the claim is not covered due to rust and corrosion as outlined in section Letter F, Number of the policy, it appears that the team wanted to assist youThat assistance was denied and there has been a request received to cancel the policyPlease expect a call to handle thisYou may also call directly at ###-###-####We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW