BASS Services

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 [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 [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 handled according to the policyCHW received a diagnosis that the remotes aren’t working and there is no problem with the openerRemote receiving/transmitting devices are not covered under the policyOther than that, there are no mechanical failuresPlease 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

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 the policy that was purchased on 6/22/15, you were provided days to review the terms and conditions of the policy The policy then began on 7/22/15, after the day grace period that allows you to review the terms and conditions of the policy and ensure that all the units or appliances in your home are in proper working order.On 8/11/15, you placed your first claim for your AC System and although this claim would not be a covered claim, CHW did provide a goodwill gesture to you and provided Freon to the unit in the amount of $ We did explain to you that this was considered to be a pre-existing issue since the policy had just begun and having a loss of Freon as such does show that the unit did not enter the policy in proper working order We explained to you that you must have proper routine maintenance completed by a licensed technician on a routine basis as specified by the manufacture.CHW than assisted you on two other claims until you placed the last claim for the AC again on 4/18/ You stated that the unit wasn’t coolingCHW did provide a technician to your home to provide us with the diagnosis The issue that you had in was still an issue at this time The evaporator coil was leaking Freon on the end plate on the U-Bends Had this unit been properly maintained by a licensed technician, this would not still be an issue that you would be having This shows CHW that the unit was not properly maintained as specified by the manufacture warranty.We welcome you to provide us with routine maintenance recordsAs it states in our policy under Section FLimitations of Liability #12:“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 routine 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 replacementIn the event a claim is denied, and a customer seeks to have CHW review that denial, CHW has the right to request routine maintenance records in reviewing its decision.”Please send the routine maintenance records to [email protected] and we will be able to review and resubmit the claim to our authorization department.We do regret your frustration however, CHW is in full compliance with the terms and conditions of our policy.Regards,Choice Home Warranty

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

I am rejecting this response because: CHW calims I did no maintenenceI had an underperforming unit in The qualified HVAC guy came an charged a year old system and checked all the things necessary to have a properly functing unit2014, I had the same qualified HVAC guy out and he did everything listed on the attached owners manual from Bryant the manufacturerjust because he doesnt have a check list doesnt mean he did not perform a maintenence inspectionHe didIt recommends you do this every other yearI have done it two consecutive yearsThis year I turned the unit on and its not functioningThe technician that CHW sent to inspect never told any one at CHW the unit was not maintainedI personally spoke to Bijan at Four Seasons todayHe sent photos and photos onlyThe unit was just turned on for the first time in the springThe compressor is worn outIt happens according to CHW's advertising and the other HVAC people Ive had at my own expenseThe solution from Four Seasons HVAC professional is to replace the compressor at $The other Soultions range from to I would at least expect CHW the warranty to cover what it shouldThe solutionHe is ready to goThis is incredible egregious bad faith on CHW 's partAttached are the maintenence and owners manual recommendations

[redacted] Your policy begins days after you purchase it due to the fact that we expect all units to be in proper working order the date the policy begins This claim was not covered due to the fact that the failure was pre-existing to the start date of the policyWe apologize for any frustration but this is not a covered claim Thank you,CHW

Complaint: [redacted] I am rejecting this response because: The parts are available from the stove manufacturerSee attached email which I provided to CHW I do not have any parts for the large pan sensor element, I do have a replacement element and switch kit that can be used, this is part number [redacted] and the list price is $US The other switches are part number R6346, the list price is $each The indicator lights are part number and they are $each You can order these by calling our Parts deptat [redacted] From: [redacted] [redacted] ] Sent: Thursday, July 21, 5:PMTo: [redacted] Subject: Re: Heartland I need switches and indicator lightsThe switches are for the griddle, the large eye and one small eyeThe indicator is for the oven and the griddle Sent from my iPhoneOn Jul 21, 2016, at 8:AM, [redacted] < [redacted] > wrote:What parts are you asking about for the model? [redacted] Tech SupportAGA MARVEL [redacted] ***--------------------------------------------------------T [redacted] *** | [redacted] E: [redacted] | W [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] This e-mail message may contain legally privileged and/or confidential informationIf you are not the intended recipient(s), or the employee or agent responsible for delivery of this message to the intended recipient(s), you are hereby notified that any dissemination, distribution or copying of this e-mail message is strictly prohibitedIf you have received this message in error, please immediately notify the sender and delete this e-mail message from your computer immediately without retaining any hard or electronic copies.This e-mail message may contain legally privileged and/or confidential informationIf you are not the intended recipient(s), or the employee or agent responsible for delivery of this message to the intended recipient(s), you are hereby notified that any dissemination, distribution or copying of this e-mail message is strictly prohibitedIf you have received this message in error, please immediately notify the sender and delete this e-mail message from your computer immediately without retaining any hard or electronic copies 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 claim, we do see that you placed a claim for your AC System In accordance with the policy section Letter F, Number 12, CHW doesn’t cover repairs related to lack of maintenance which caused a Condenser Leak We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear *** [redacted] ,We do see that CHW has provided you with a goodwill gesture in the amount of $upon receipt of the release agreement If you would like to accept our offer, kindly send us back the agreement and we will process the check for you.Thank you,Choice Home Warranty

[redacted] Thank you for your information, we have provided it to our IT department to have it removed We do apologize for any inconvenience.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/user-agreement/A review of the claim shows that it was processed according to the policy Based on the diagnosis that we received, it stated that unit was leaking water.Per our policy, Section Letter D., Number 6, CHW does not cover the “ main, holding or storage tanks ”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 a goodwill gesture, we offered you $towards the repair You declined this offer and requested to cancel If you would like to proceed with cancelling your policy, please contact us directly at ###-###-#### Monday-Friday 9am to 6pm EST.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policyRegards,CHW

[redacted] You have paid a total of $into the policy and CHW has paid a total of $for your claims We are offering to provide you with a refund of $which is the total paid minus the total paid out If you do not wish to cancel, you are welcome to send in maintenance records to our company to have them reviewed by our authorization department Once they are reviewed, if they do show that the unit was properly maintained, we will be able to assist however if they are not proper routine maintenance records, we will not be able to assist.Please contact us at ###-###-#### if you would like to speak with one of our managers.Thank you,CHW

Dear [redacted] We regret to hear your frustration Please note that your pro-rated refund was based on our policy as it states in 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

Complaint: [redacted] I am rejecting this response because I have made my case and you don't dispute what I had to sayYour response is the same as the last message and it is still unacceptable Regards, [redacted] ***

Dear Mr [redacted] , We do regret your frustration with the vendor and we have reached out to him ourselves We do see that the technician had charged you per your claim, $ He also charged you for the service call fee CHW is offering to place a onetime fee onto the policy for you of $ In reference to the technician, we do see that CHW has provided that information to you The name of the technician is [redacted] Service Company and their number is 704.507.0436.Thank you,CHW

Dear Allan [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 you had requested to cancel CHW did cancel the policy and we did deduct the amount of the goodwill gesture that we were going to send to you but since you cancelled you would not receive this amount We did refund your credit card to reflect the $that we had taken out originally Your refund is now correct as you had paid us $minus the $administrative fee of $and had the policy for months comes to a total of $that has been provided back onto your credit card for you.We do apologize for the mistake; you will see the refund on your credit card in a couple of days.Best regards,CHW

[redacted] ,Per our policy, Section LCancellations states, if you are to cancel within the first days of the policy you can receive a full refund If your policy is more than days and any claims have been paid, you will receive (which you have received) If you had any claims paid and cancel, CHW will deduct that from the refund.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

Complaint: [redacted] I am rejecting this response because: This company do not live up to there word I have receive many email for this company that guarantee that once you get a home warranty from choice you will not have to pay for any repair's on your AC, Heating, Hot water heater and your appliances and even you RoofOnce I spoke to a sales person that's when he told me that it only cover for part's of your Roof , that's the first advertisement that this company saidWhen my oven started a fire it was because of the heating elements which this company said they cover, and the thermostat also under warranty should have shut the oven down but it malfunction and the fire started and this cause my control board to burn out so choice refused me a new ovenThe repair company that choice sent out told me that fixing this oven would be crazy to put any money into this oven make's no senseRemember this person work for choice not meAnd when my lights went out I spoke to a claim repshe said that me using my ceramic heater cause my light's to go out so choice would not cover itFirst I have used this same heater all over my home in I never turned my furnace on the entire winter and I used that heater along with more heaterand the day my light's went out I plug the heater with the power off and the light's went out and again the repair man said that it's sad that choice would not cover this repairthis man was nice and made sure my lights were working before he left my homeJust know that I will tell every home owner I know about Choice and how they take your money and then refuse to cover you claimAnd had I known about all the complaint against Choice on the Revdex.com site I would have never use the company Regards, [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 that started on 3/14/15, we reviewed the claim # [redacted] for your Air Conditioning unit that was placed on 4/9/Choice Home Warranty dispatched MD Air Conditioning and Heating to diagnosis the unit Per the diagnosis MD Air Conditioning and Heating stated that the unit had shorted to the groundThis was confirmed again per your request on 4/13/ There are only four ways for which this can happen Unfortunately, all of the ways are not covered under CHW’s policyPower SurgeManufactures DefectAcid Burnout (Due to improper previous repairs or installation)Lack of proper maintenancePlease reference Choice Home Warranty’s policy Section FLIMITATIONS OF LIABILITY#4).We are not responsible for the repair of any cosmetic defects or performance of routine maintenance.#8.) We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure.#11)We are not responsible for repairs related to inadequacy, lack of capacity, improper installation, mismatched systems, oversized systems, undersized systems, previous repair or design, manufacturer’s defect, and any modification to the system or appliance.#12.) 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 replacement.Also, please see Section DCoverage – Excluded portion (maintenance)4.AIRCONDITIONING/COOLERNOTE: Not exceeding (five) ton capacity and designed for residential use.INCLUDED: Ducted electric central air conditioning ducted electric wall air conditioningAll components and parts, for units below SEER and when We are unable to facilitate repair/replacement of failed covered equipment at the current SEER rating, repair/replacement will be performed with SEER equipment and/or HSPF or higher compliant, except: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.Lastly, being that your policy started with CHW on 3/14/and you placed a claim for your AC on 4/9/15; the failures that have happened could not have taken place within the time-frame that you had your policy The failures that are listed above take longer than a month to occur Due to this fact, CHW was offering you a full refund on your policy You being a monthly customer are not entitled to a refund but because you are not satisfied with our policy; we had offered to make an exclusion for you and offer a full refund We are very sorry that you declined a full refund of this policy and also that the claim is a non-covered claim Per our policy, all units must come into the contact in good proper working order This unit apparently did not due to the failures Please see section below.Per CHW’s policy, 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 components.We are very sorry that you are upset with the outcome of this claim and for any frustration that this has caused you Due to the sections listed above per our policy, we are unable to cover this claim but look forward to assisting you with future claims.Best regards,CHW