BASS Services

Dear Mr [redacted] There is an administrative fee of $if you cancel the policy, due to the fact that you are a monthly customer you are paying month to month and can cancel at any time However, since you are monthly, you are not entitled to a refund of any amount regardless if you used the policy or not We ask that you review section LCancellations.A yearly policy holder pays for the policy in full where as you did not, you used the policy again on a month to month basis and once you cancelled, you were not charged anymore fee'sWe did send you a cancellation letter to show that your policy has been cancelled per your request and you no longer have a policy with CHWYou paid $for months, the first month is deducted at the time that you sign upThe cancellation has been done correctly however as a good faith gesture, we are willing to provide you with a refund back to your credit card for one payment of the $Please allow 10-business days to see this in your statementThank 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 the unit was not cooling properly, making noise, and leaking water due to a bad evaporator cover assembly In addition to that, the ice-maker and auger motor needed to be replaced.Per our policy, Section Letter D, Number 3, CHW does not cover “ - Ice makers, ice crushers, beverage dispensers and their respective equipment - Water lines and valve to ice maker – Leaks of any kind ” Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not in agreeancePlease note, you are entitled to a second opinion at your own expense; if you choose to get a second opinion please send the detailed invoice/diagnosis to [email protected] for review If the diagnosis is different, we would adjust the claim accordinglyWe 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] A review of the claim shows that the claim was processed in accordance with the policyIt was determined that the malfunction was covered under the manufacturer warrantySection Letter F, Number of the policy indicates, “We are not responsible for any repair, replacement, installation, or modification of any covered system or appliance arising from a manufacturer’s recall or defect of said covered items, nor any covered item while still under an existing manufacturer’s, distributor’s, or in-home warranty” CHW did offer to provide you a goodwill assistance in the amount of $to assist with your out of pocket costs on this non-covered claim and it was acceptedThe $will be sent once CHW is in receipt of a paid invoice as indicated during the conversation on 2/4/Please send this information to [email protected] and be sure to include the claim number on the correspondencePlease call the CHW customer service team directly at ###-###-#### if you have any questions We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

CHW apologizes if the technician provided you with incorrect informationHowever, tears and rips ductwork are not a result of wear and tearPer the policy, section Letter A, Number 2, CHW is responsible for repairs related to wear and tearAs you are a valued customer of CHW, a free service call has been placed on your account to be used for a future claim Regards, CHW

[redacted] , Our policy is online as stated in our previous response for anyone to reviewCHW offered to assist you with this claim and provide you with $200; however you chose to cancel the policy rather than accept our good faith offerThe only offer that we can provide you with now would be a refund of the paid policy of $ If you would like to accept this offer, please contact our customer service department and they will provide you with a release agreement to sign and then we will process the refund once your signed agreement comes back The number to call is ###-###-####We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy Regards, CHW

When providing reimbursement, it is done at CHW rates which include $for the wire repair and $for the replacement of the capacitor and contractor for a total of $which was authorized on 7/31/This is something that is being discussed with a manager at this time and you should expect a call back from CHW soonIf you have any questions please feel free to call them at [redacted] 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 Upon review of your policy that began on 8/1/15, the claim that you placed on 8/10/could not be covered due to the fact that the unit did not come into the policy in proper working order as it is stated it should in Section ACoverage #of our policy, Please see below: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.You have chosen to cancel the policy with CHW We are not able to provide coverage or have a unit fixed if the policy is not active and if it goes against our terms of the polcy as this one does.We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

[redacted] ***I have reviewed the pro-rated refund with our billing and there was not a mistake as I thought You had paid:$on 3/31/15$on 5/2/15$on 6/2/15We gave you a pro-rated amount of $on 6/9/but for all the confusion, I have requested to give you a full refund and you will be given a credit to the credit card that you purchased the policy with in the amount of $ This is the remainder of the balance that you had originally paid $1406.66.Please look for the credit within 5-business days.Thank you,Tracy

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 started with CHW on 03/19/and placed a claim with us on 5/22/15; months after your policy started The technician stated that the unit was low on Freon and he thought it might be leaking from where it was rusted or corroded He did require doing a leak test to make certain that this was the case Our policy does state that we do not cover leak testsPlease see section DCOVERAGE AIR CONDITIONING/COOLER EXCLUDED: Gas air conditioning systems - Condenser casings - Registers and Grills - Filters - Electronic air cleaners - Window units - Non-ducted wall units - Water towers - Humidifiers - Improperly sized units - Chillers - All exterior condensing, cooling and pump pads – Roof mounts, jacks, stands or supports - Condensate pumps – Commercial grade equipment - Cost for crane rentals - Air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications – Improper use of metering devices - Thermal expansion valves - Refrigerant conversion - Leak detections – Water leaks - Drain line stoppages – Maintenance - NoiseNo more than two systems covered unless purchased separately at time of enrollmentWe are not responsible for the costs associated with matching dimensions, brand or color madeWe will not pay for any modifications necessitated by the repair of existing equipment or the installation of new equipment.Our policy also states that we do not cover any unit that comes into the policy that are not in good working condition, if it is known or unknown Maintenance should also be completed per our policy as the manufactures requirements.Please see Sections below: This money does not go to CHW but to the provider that did the actual test and if the claim was approved or not, it would have to have been paid by you.ACOVERAGEAre 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.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 conditionsWe are not responsible for the repair of any cosmetic defects or performance of routine maintenanceWe 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 replacement.We do apologize for your frustration with this claim and that you chose to cancel your policy with CHW Since you have cancelled your policy with us, we are unable to assist you in any way with this claim.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 assetWe are committed to providing a positive customer experience and we take all feedback very seriouslyChoice 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 refrigerator was not a covered claim due to Viking, the maker of the unit stated that this was not the serial number of one of their units We do apologize for any delay in responses or hold timesDue to the holiday we are experiencing high volume of calls In regards to the administrative fee of $50, if you would like for us to provide this amount back to you, please sign and return the agreement sent to you via email from our Customer AdvocateSince you have already cancelled the policy, we would only be able to provide this to you with the agreement signed 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] CHW is provided with a diagnosis, CHW then takes the diagnosis and our inside technician’s provide us the outcome of the claim In this claim, the outcome is that the failures that happened were not of wear and tear but from a lack of proper routine maintenanceCHW offered to review the maintenance records that you stated you had however we did not receive such records.We are requesting as it states in Section FLimitations of Liability #that you provide us with routine maintenance records and they can be sent to [email protected] for review of the claim.If you do not have the records, we are willing to provide you with a full refund of the paid policyWe have documented the claim to show both options for you.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] t Upon review of your claim it appears your claim was processed in accordance with the policy section Letter F, Numbers and CHW isn’t responsible for repairs related to rust and corrosion We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

We have reviewed the invoice for $that was previously receivedThe invoice doesn't indicate what was doneIn an effort to assist, we are in need of the invoice with this informationYou advised that you have sent another invoice on July 5thPlease allow 24-hours for this to be reviewed Regards, CHW

Complaint: [redacted] I am rejecting this response because: You need to go back into your call recording system and pull all calls for my account and this claimYou will see that I know the fine prints you copied as your responseThat's why I asked your associate specific questions regarding using our own technician because your assigned one failed to provide service within the timeframe you've mentionedIt will be apparent that we followed all the steps your claim specialists told us to take to avoid situation like thisAnd if you don't have such capabilities to pull back recorded calls them you should invest in an application to do so.Regardless I have contacted a legal counsel to review this caseYou can choose to stop your investigation here but I will push forward with legal action.You need to understand that fulfilling your end of the agreement and "customer experience" are not hype words to put into your advertising Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:If it is vibration of water follow, Why? it did not make a sound in the began of the year 2015, It make a sound on the middle of please give me the right answer which make me happy please Regards, [redacted]

Dear [redacted] , Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on [redacted] We have reached out to you regarding your non covered claim with CHWWe have sent you an email with a possible resolution and would like to have your responseWe look forward to hearing from youIn the event you have questions, please call our customer service team at [redacted] 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 policy, we do see that you had contacted us in reference to the AC claim on 10/12/and our customer service department advised you that the part had been ordered and we apologized for the delayFor the trouble she provided you with a onetime free service call fee which you accepted We have followed up with the purchasing department and we are waiting to see how long the part will take, unfortunately this isn’t something within our control.If you ever feel that you do not trust any of the technician’s that CHW has provided to you, we ask that you contact us and we will reassign the technician for you or we will educate you on the reimbursement process.We do understand your frustration and do hope that this claim will be resolved as quickly as possible.CHW

Dear [redacted] ,We regret to hear your frustration and dissatisfaction with CHWCHW does not condone unprofessional behavior from any employees or technicians We have advised the Director of Vendor Relations who will handle accordinglyPlease be advised that [redacted] [redacted] has been assigned to your claim Please contact them at ###-###-#### to schedule an appointmentAs a goodwill gesture, we have applied a onetime free service call fee onto your policyRegards,CHW

Complaint: [redacted] I am rejecting this response because: I have been told that several timesWhen I call they say they have already spoke to meNone of this is happening 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 seriouslyChoice 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] After reviewing your AC claim, we do see that we have confirmed that the unit did fail due to rust and corrosionHowever, CHW does not cover this type of failurePlease review section FLimitations of Liability #and #We do not base the decision on the age of the unit, we base the decision on the diagnosis that was provided to us and then compare it against the policy guidelinesUnfortunately, the failure that you had on this unit was caused by rust therefore not being a covered claim We do see that or company offered to provide you with a goodwill gesture of $to assist with this claimThis is not a covered claim and therefore we are providing a good faith effort to assist and we cannot provide you with the entire amount of the claimWe will be happy to increase the amount for you to $300; however that is the most that we have offered for a non-covered claimPlease note, since we are changing the amount, the check will take longer to send outThe date that it is being adjusted is 6/18/and the check does take days to processAs a second goodwill gesture, we have added a onetime free service call fee onto your policy to assist with the next (if you should have) claim We have also emailed and mailed you a policy for you to reviewThis can also be found by going through the customer portal, placing your policy number which is [redacted] and your email that is attached to the policy We sincerely regret your frustration with this claim; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW