BASS Services

Dea [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] It appears that we have reached a mutual agreement and are awaiting your reply 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 our web site at [redacted] Upon review of your claim, we do see that there was a claim submitted on 6/22/for your Air Conditioning system It was said at that time that the unit was low on Freon and CHW added Freon to the unit The reason that we add the Freon to the system is because we expect the customers to have routine maintenance done to find out why the unit was low on the Freon Had you had maintenance done to the unit, the rust would not have gotten so severe that it caused the failure to happenWhen you placed the claim on 4/28/16, it was stated that the fins on the condenser were bent, there was a leak in the evaporator coil and the condenser coil, and both of the parts were completely rusted and corroded.Our policy does not cover failures due to a lack of maintenance but moreover we don’t cover the specific failure of rust or corrosion Per Section FLimitations of Liability #& #state this.We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy.Regards,CHW

Complaint: [redacted] I am rejecting this response because: It is not accurate I will be providing more details on Monday I do not accept their explanation as it does not address the details I provided with regard to their authorization to do work for which they never intended to pay for without the benefit of informing us at the time that of a $bill they would only pay $ Also the flywheel repair cost was greater than $ Every part of this issue reeks of advertising by Choice Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:I am not the only person with this type of complaint.this company is a COMPLETE RIPOFF Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: You advertise replacement of appliances I bought a new refrigerator costing over when I was covered under your warranty and you only gave me towards the purchase This does not cover the complete cost of new refrigerator You responded and delayed the whole process for over four months and all the food in the refrigerator was spoiled and had to throw them away You claim prompt response to claims My claim was made in May to Choice and you sent back and forth technicians who even complained to me about your bad treatment to them I finally gave up and had to purchase a new refrigerator after four months of going back and forth with Choice The last problem was not a faucet issue only The technician I paid to fix the problem said it was a plumbing issue as well as faucet after I paid out of my pocket I want my refund for all these expenses and also all the monthly dollar fee I paid to choice I went online to read other issues customers have with Choice only to my surprise in fact not to my surprise found out that you have even been sued This is not good business practice If you do not refund my money and all the fees I have paid I will file a claim with FCC and other consumer agencies about your deceptive advertising Regards, [redacted] ***

[redacted] ,We do regret your frustration and we will pass along the information that you have provided Thank you,CHW

Complaint: [redacted] I am rejecting this response because:I feel that they responded just because I complained to the Revdex.com.I cannot trust them any more 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] A review of the claim shows the claim was processed properlyThe diagnosis that was received by the technician was that there was an excessive amount of oil/refrigerant surrounding the bottom of the compressor and wiresThe compressor had overheated causing the compressor to lock upThis is not wear and tear as the unit was running at extremely high pressuresSection Letter A, Number indicates that CHW is only responsible for repairs related to wear and tearYou were offered by CHW a goodwill payment in the amount of $to assist with the repairs of the non-covered claim as well as a free service call fee to be used in the future and it was declinedPer your request, your policy is now canceled We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

I am rejecting this response because: The funds being sent to me were contigent upon me providing confirmation to Choice HW I provided the needed information, but have not received the fundsI have called times and sent emails requesting confirmation that Choice HW received what was needed, but nobody will respond At this time it has not been confirmed that a check is being sent to me, thus a resolution has not been met

Dear *** [redacted] , Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on www.choicehomewarranty.com/useragreementUpon review of your claim we do see that your policy began with CHW on 6/2/17, you placed your claim for the unit on 7/21/ The unit was stated to have shorted to the ground, per our policy this is not a covered claim This failure is not something that happens within the time frame of the policy and this is not considered wear and tearPlease see section F#as well as A #As a good faith offer, we are offering you a onetime free service call fee and one month of service with no costTo accept please contact us at ###-###-#### and it is documented in the claimWe do regret your frustration however, CHW is in full compliance with the terms and conditions of our policyRegards, CHW

Dear [redacted] We regret to hear your frustration You stated that you got a second opinion, however, we did not receive it.Please submit your second opinion diagnosis to [email protected] for review If the diagnosis shows a different outcome, based on our policy, we will adjust the claim accordingly.Regards,CHW

Dear [redacted] , Claims are processed based off of the diagnosis sent from the qualified technician sent to your home in hopes of repairing your itemsThe information we received from the technician is what the decision was based off ofAs such the decision was made in accordance with the policyAdditionally, in accordance with section Letter C, number 3, customers are given days to ensure that items 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 conditions Regards, CHW

CHW has qualified technicians to be able to effectively work and fix the customer's problemsThe technician's are required to provide a detailed diagnosis in which we are able to base our decisionAs we do respect our customer's, you are not required but we do invite you to send in your records to review the claimRegards, CHW

Dear Keino [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, records indicate it was processed in accordance with the policyThe diagnosis received by CHW indicates that the filter was clean, however, the compressor motor was flat and the breaker continued to trip as the compressor was shorted to the groundThis was due to a lack of routine proper maintenanceSection 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 replacementAlthough CHW doesn’t require maintenance records to be submitted, you are invited to submit records that indicate you have had proper maintenance performedThis will allow your claims to be reviewed in hopes of a more favorable outcomeA $goodwill gesture payment has been made on this claim 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 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 http://www.choicehomewarranty.com/user_agreement.php CHW provides our customers’ with days to review the policy and ensure that they have reviewed the terms and conditionsIf you disagree with the terms and conditions of our policy, then you are able to cancel it before the daysHowever if you chose to keep the policy, it is understood that you have read the terms of the policy and understand that all units must enter the policy in proper working order, you understand that all items, units and appliances have exclusionsOur policy was sent to you before the start date via email and mail and as it is stated above, you are able to see it onlineCHW does cover failures that are located in the policy as covered and as stated in Section DCoverage #states, we do not cover failures that are caused by power surges Anytime a claim is placed and a service provider is sent to your home, you will be charged a service call feeThe customer service department are not made up of technician’s and do not know if the issue you are calling about is covered or not until a diagnosis is completed and provided to our inside technicians We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy Regards, CHW

Dear [redacted] Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on [redacted] Upon review of your claim, we do see that CHW did authorize the technician to go to your home and fix the ice maker issue We see that the first technician didn’t fix the issue because this coverage was not on the policy at that timeAs a goodwill gesture CHW added that coverage for you and then dispatched a second technician to your home.We do hope that we can resolve this issue for you and you will stay with our company as you are a valued customerWe will have someone contact you in our cancellations department since we have not received your email or mail to cancel this policyWe will also have our Territory Manager contact the technician to find out why he has not contacted you since this has been paid for already by our company.We do regret your frustration however and we do thank you for your feedback and we do hope that we are able to resolve this with youRegards,CHW

Complaint: [redacted] I am rejecting this response because: I was unequivocally and clearly told by your representative that I could cancel the contract anytimeThe clause about "mutually agreeble"was not mentioned at allI was not mailed the policy or the termsI have called in claims and you have not been able to resolve single one of themI have spent more than hours on the phone with your repsYou are reusing to cancel my contract because it is not mutually acceptable to youI am dissatisfied with your service and your fraudelent practiceYour manager [redacted] threatened to sue me stating, " We have lawyers for every one of yoursWe will report you to three credit bureaus" When I talked to [redacted] your retention person, about the fact that this clause of cancellation having to be mutually acceptable was not told to me once I signed on, his response was" Well, our sales reps just give an overview" Your reps are stating that they are willing to " help me out by paying upto a dollars now"I refuse to accept any "help" from youThis has been a frustating experienceI do not want to deal with dishonest and intimidating peoplePlease cancel both my policies and refund the amount 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] Upon review of your policy, we do see that you spoke with one of our managers and he contacted the technician with you on the line to prove that the cost of the repair was in fact $ As per the cancellation of the policy, please see Section LCancellationsThis will show you that CHW does provide you with a pro-rated refund of the amount that you paid into for the policy and will show that CHW does charge you with an administrative fee of $ The refund as you discussed with our manager was accurateWe do regret your frustration however; CHW is in full compliance with the terms and conditions of the policyRegards, CHW

Dear **,On 4/27/16, CHW received an email from you or your wife that stated “I am very frustrated with my policy experience and need someone with some authority to call me ASAP!!! I have been put on hold for min eachI want to cancel based on my mere month (claim) experience.”Based on this email, CHW on 5/3/contacted you with the phone numbers that were provided to us As we were leaving a message, a woman picked up the line and stated that she WOULD like to have the policy cancelled A second call was made on 5/9/to the numbers that we have on file; we again spoke with a woman who was adamant that the policy was to be cancelled.CHW cancelled the policy per Section LCancellations.We do regret your frustration however you did provide us in writing that you would like to have the policy cancelled and CHW even provided you with a courtesy and called to make sure that you wanted to cancel and both times the answer was yes.CHW is in compliance with the terms and conditions of our policy.Thank you,CHW

Dear *** [redacted] ,Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on www.choicehomewarranty.com/useragreementUpon review of your claim, we do see that the failure of the unit is due to rust We do understand that this is frustrating however our policy does not cover failures that are caused by rust or corrosion, even if the rust is a part of the unit Please see Section FLimitations of Liability #as well as # The diagnosis shows that the unit is leaking from the evaporator coils and in the fins, being low on Freon if run will cause the unit to short.We have confirmed with the technician that the unit had rust and had also failureAlthough this claim is not covered per our policy, CHW is willing to provide you with a goodwill gesture in the amount of $to assist towards this claimIf you would like to accept this offer, kindly contacted us at ###-###-#### and we will provide you with a form to sign to receive this form.We do regret your frustration however, CHW is in full compliance with the terms and conditions of our policy.Regards, CHW