BASS Services

Dear [redacted] ***, We regret to hear your frustration however, please understand that this failure does not match the failure that occurred to your AC unit back in September of 2016.Furthermore, if you would like to dispute this claim, you can send your proper routine maintenance records to [email protected] for review After your records have been reviewed, and the outcome is different we will adjust your claim accordingly.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] t Upon review of your claim it appears that your claim was processed in accordance to the policy section Letter F, Number in which 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 color We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] Although I received this message and appreciate the quick reply from their complaint department it doesn't excuse the fact that the customer service is terrible and they continue to hang up the phonePlease train or hire more staff if they aren't able to handle the case load of callsPlease try out your new service verses having your agents tell the customers that they can't handle the new service that y'all installedFurthermore, Choice Warranty situation should never become the customer situation no matter how difficult it may be

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 I do see that you had placed claims with us:Claim # [redacted] for your Dishwasher Claim # [redacted] for your Plumbing StoppageYour policy started with us on 3/1/and you paid $ You placed your first claim for your plumbing stoppage that CHW paid $to the technician to fix on 3/21/15.Your second claim for your dishwasher that was placed on 5/11/unfortunately was not a covered claim as you pointed out, CHW does not cover secondary damage We did however offer you in good faith a goodwill gesture of $towards the repair of the unit I do see that you had declined this offer and had chosen to cancel your policy instead.Per our policy Section GCancelations, it states that if you terminate the policy pre-maturely you will be responsible to pay a $administration fee and you will be obligated to pay back what CHW paid in claims The amount that we refunded you $is exactly what you paid for the policy with the fee’s deductedPlease see blow for breakdown of the cancellation$for the months that you had the warranty= $$79.34+$50.00= $$129.34+$130.00=$$476.00-$259.34= $216.66CHW gave you a refund of your policy in the amount of $on 5/13/ We do apologize for any inconvenience that this has caused but we are unable to fix or refund you anything else due to your policy being cancelled and all funds have been returned per the agreement that you had received on 2/1/and started on 3/1/Best regards,CHW 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] The claim was not covered due to the diagnosis presented by the technician who provided a second opinionThe rear outer tube had a hole in itThis is not something that would occur with wear and tear and as a result wasn’t coveredThis is outlined in section Letter A, Number of the policyThe service call fee is $Please accept the apologies of CHW that you didn’t receive the necessary change from the cash that was paid to the technicianPlease reach out to the technician to obtain the necessary change We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

[redacted] We do understand your frustration however CHW cannot provide any type of approval for a claim that was completed without our authorization The reimbursement form that you were provided with does show that you would have to have your technician contact us prior to the repair or replacement of the item and receive an authorization number.Our policy does not cover the failures of the tanks therefore we would not provide the funds towards one however, we did provide you with the remainder of the service call fee that you paid for the claim.If you would like to accept our offer for a goodwill gesture, we are willing to offer you $towards this claim.Kindly contact us and if accepted, we will send you a form for you to sign Please contact ###-###-####.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 had accepted the offer of $to go towards a new unitCHW does reserve the right to offer cash in lieu of repair for a unit Please see Section FLimitations of Liability #16.The amount that you had accepted was actually the national whole sale cost that we would have paid for the unit to be replaced.We do see that you have chosen to cancel your policy with us, therefore we are unable to provide you with any further funds We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policyRegards,CHW

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I will except this offer I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Dear [redacted] , Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable assetWe are committed to providing a positive customer experience and we take all feedback very 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 the technician stated that the Service Valve had a leak which caused the Freon to empty out of the unit, which caused the unit to failPer our policy, Section FLimitations of Liability #states that we do not cover secondary damageThe valve being the initial failure is why CHW offered to cover the part and the secondary part would have been your responsibility We do see that you chose to cancel the policy with us and did receive your pro-rated refund We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy Regards, CHW

CHW wants to be able to assist all of our customersFor this reason and to be sure there is a review done, you have been invited to submit your maintenance records to I [redacted] This will allow CHW to review in hopes of a more favorable outcomeAt this time, based on the diagnosis received from the technician and according to the policy section Letter F, Number 12, CHW is not responsible for repairs related to lack of proper routine maintenance Regards, CHW

Complaint: [redacted] I am rejecting this response because:During the course of the phone call placed to the stellar customer service supervisor, I had stated that I felt that the unit was initially working when turned onThe unit was turned on and I left it to run during my 10hr work shiftUpon my return, it was discovered that the unit in question was not operating properlyMy argument with the representative was that to the best of my knowledge it was working when initially turned on, but appears to have stopped working properly during my time awayIt was further explained that due to the way their page was designed, I could not explain what was going on and did not clearly know how to answer the questionUnfortunately this could have all been avoided had I simply called a representative to explain what had gone on since their form does not allow for anything other than a date that the appliance was last workingHowever, even when calling in, the customer is placed on hold for horrendous wait times (minutes for their service agreement department before hanging up is ridiculous), hung up/disconnected numerous times, or simply given an attitudeAside from my issue with their coverage, their customer service is absolutely terrible Regards, [redacted]

we see that you had spoken to one of our Managers Aaron and he had approved a check in the amount of $for you with this unitPlease contact him if you have any issues with this as he will be happy to resolve them with youRegards,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 policy, I do see that CHW has assisted with the following claims:Claim # [redacted] for your Garbage Disposal in the amount of $165.00Claim # [redacted] for your Plumbing System in the amount of $100.00Claim # [redacted] for your Plumbing System in the amount of $80.00Claim # [redacted] for your Air Conditioning in the amount of $43.00Claim # [redacted] for your Plumbing System in the amount of $55.00The total that CHW has paid out for your policy to date has been $443.00, this is for covered claims For the Claim # [redacted] for your AC system, the technician stated that the unit had a bad compressor; the windings were shorted internally and were tripping the breaker With this information along with the pictures, our inside technicians explained that this could have been prevented with routine maintenance We do see that on 7/24/15, you had spoken with one of our agents and stated that you were going to send in your maintenance records We have not received any information as of yet, today being the 27th.Please send the records to [redacted] and our authorization team will review for you.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 We do appreciate your feedback as this does help us with our customer service and service providers.Best regards, CHW

Dear [redacted] ,Please understand based on the pictures that we received, there is confirmation that the unit failed from rust and corrosionThe outcome of this claim stands 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] A review of the claim shows it was processed in accordance with the policyThe dishwasher claim was placed on 1/16/and the policy’s effective date was 12/27/with a sale date of 12/20/The items that are covered under the terms of the policy should enter the policy in 100% working orderBased on the diagnosis that the motor pump assembly and wash arm holder are broken, it has been deemed that this was preexistingUnder the Section Letter F, Number of the policy, CHW is not responsible for repairs related to known or unknown preexisting conditionsCHW values all customers and wouldn’t want to lose any customers However, in the event you choose to cancel the policy, please refer to Section Letter L, Number of the policy and call CHW customer service directly at ###-###-#### We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear [redacted] Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on [redacted] Upon review of your claim it appears that you were informed by CHW that your claim would be coveredWe apologize for the confusion and thank you for sending in your proof or coverageWe have reached out to the technician to provide him with the necessary authorizations We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear James [redacted] *** Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on [redacted] Upon review of your claim it appears that your claim was handled in accordance with the policySection Letter F, Number states we are not liable for or routine maintenanceWe will not pay for repairs or failures that result from the Contract holder’s failure to perform or routine maintenanceFor example, you are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacementAdditionally, number states we are not liable for the negligence or other conduct of the Service Provider, nor are we an insurer of Service Provider’s performanceYou also agree that we are not liable for consequential, incidental, indirect, secondary, or punitive damagesAlthough maintenance records aren’t required, you are invited to send the maintenance records to show that you have had proper routine maintenance for your claim to be reviewed in hopes of a more favorable outcome We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policyBased on the pictures that were received from the technician, it has been determined that based on the rust and corrosion the claim will not be covered Regards, CHW

[redacted] ,We are very sorry to see you leave CHW We have documented the account and you will receive a phone call from a cancellations manager to assist with the cancellationWe have it documented that you would like to cancel as of 4/19/We will honor the pro-rated refund for that date.Thank you,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 Upon review of your policy that began on 7/21/15, you placed a claim for your Air Conditioning unit on the same day that the policy startedYou stated that it stopped working the day before, “before you went to sleep” This shows CHW that your unit did not come into the policy in good working order as stated in Section ACoverage#Are in place and in proper working order on the effective date of this home warranty contractThis contract does not cover any known or unknown pre-existing conditionsIt is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or componentsThis contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,square feet, unless an alternative dwelling type (i.eabove 5,square feet or multi-unit home) is applied, and appropriate fee is paidCoverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homesThis contract describes the basic coverage and options availableCoverage is subject to limitations and conditions specified in this contractPlease read your contract carefullyNOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.We will not be able to cover a claim for any units that do not come into the policy in good working orderIf you would like a refund on your policy, since it has been opened for less than a few days, we will be happy to provide that to you in a good will gesture Please advise us by calling anyone of the supervisors and we will send you out the paperwork to refund you the $that you have paid to date.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 We do appreciate your feedback as this does help us with our customer service and service providers.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/useragreementUpon review of your dishwasher claim, we confirmed the diagnosis of a bad control board and a failed touch panelWe were advised that the repair of the unit exceeded the amount of the actual unit, therefore we provided you with funds for the replacement of the unit The amount that we provided to you is based on national wholesale pricing Please refer to the policy Section F #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 process all checks through an automated system, which may take up to days to complete In the event of policy cancellation, any outstanding checks will not be processed, as the system will only process checks for active customersWe do regret your frustration however; CHW is in full compliance with the terms and conditions of our policyRegards,CHW