BASS Services

[redacted] , If a leak detection test was done on your unit, then the Freon is taken out and since it was a non-covered claim, you would be responsible for the Freon to be replacedHowever, CHW will provide you with a goodwill gesture as you stated to cancel the policyWe will send you the release agreement to provide you with the amount of $that the technician charged you for the Freon Again, this is not something that would be covered per the terms of the policy since the leak detection test was done, the Freon must be taken out in order to check for leaksWe will provide you with a release agreement for you to sign and upon return of that agreement a check will be issued to you and your policy will be cancelledThank 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 has been processed according to the policy The unit had a refrigerant leak due to a buildup of rust and corrosionSection Letter F, Number of the policy indicates that rust and corrosion aren’t covered 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/useragreementA review of the claim shows that the claim was processed in accordance with the policyThe diagnosis that was provided was that the heat pump needed to be replacedSection Letter E, Number of the policy indicates that heat pumps aren’t coveredThis is the policy that was sent to you upon purchase of the policy in July A link is also included above for your convenience and is also available online The technician completed the repair without prior authorizationsSection C, Number of the policy indicates “ .We will not reimburse for services performed without prior approval” We do regret your frustration; however CHW is in full compliance with the terms and conditions of our 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 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] , 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

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

Complaint: [redacted] I am rejecting this response because: The response is for a claim that has already been resolved for $375 from this summer for a different air conditioning issue With that said, I did speak to a supervisor last week who indicated a check for $300 would be sent to resolve this particular claim which originated in August of 2015. I was responsive to this agreement. While the response is appreciated, it does not accurately address the initial complaint. I understand that a check will be issued within the next 330 days. Please advise. Regards, [redacted]

Dear [redacted] We have received the document that you have sent and we are authorizing the amount to you of $100.00.Our checks do take business days to process.Thank you,CHW

CHW values feedback regarding the contracted technicians that assist with the business. However, if there is an issue with the technicians, please make CHW aware and if there are issues with the way a repair was handled, please reach out to the technician and the company directly to have this resolved. In accordance with the policy section Letter F, Number 19 You agree that we are not liable for the negligence or other conduct of the Service Provider, nor are we an insurer of Service Provider’s performance. You also agree that we are not liable for consequential, incidental, indirect, secondary, or punitive damages. Records indicated the policy was printed and mailed to you on several occasions. It is also available online for all customers to review. Records also indicate that there have been covered claims during your time as a valued customer with CHW. Please feel free to contact customer service directly in the event there are questions at [redacted] . Regards,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

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/useragreementPlease note, this policy is under a different name Please have the policy holder contact us directly with their questions or concerns at ###-###-#### Monday – Friday 8am-8pm EST, Saturday and Sunday 9am-5:30pm ESTA review of the claim shows that it was processed according to the policyBased on the diagnosis we received, it stated that your system which holds 8lbs of Freon, was missing more than half of it; which indicated that there was a leak When the leak is not visible to the eye, the technician will perform a leak test In order for us to move forward with the claim, the leak test must be done This test will determine the location and reason for the leak, and in addition, the technician will provide pictures of the location of the leak, model and serial number, and the indoor and outdoor coils Per our policy, Section Letter D, Number 4, it states we do not cover leak testsOur SrClaims Specialist advised you the outcome of the claim, in which you were not satisfied with As we strive to provide the best customer experience, as a goodwill gesture, we offered to cover the leak test for you You accepted the goodwill gesture, however, you opted to use your own technician for the leak testThe diagnosis we received from your technician stated that both condensing and evaporator units were ruptured and leaking, due to a faulty reversing valve Per our policy, Section Letter D, Number 5, we do not cover valves Our SrClaims Specialist advised you the outcome of the claim, in which you were not satisfied with and requested to cancel As we strive provide the best customer experience, our Customer Solutions Specialist offered to cover the cost of an Air Handler for you, however you disconnected the call If you want to accept this goodwill gesture, please contact us directly at ###-###-####, Monday-Friday 9AM to 6PM.Please understand that our policy states in Section Letter C, Number 3, that “ We will not reimburse for services performed without prior approval.” Any repairs on your unit have not been approved by Choice Home WarrantyWe 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: Regards, Sharon [redacted] Your salesperson assured me before I accepted the Contract, that you would not send any contractors here from Vegas. It's 65 miles away and takes over an hour to get here. I complained several times to your company about sending him. He was unable to fix my old unit and you would not warranty it. So we purchased a new unit from the contractor you sent to us. His service is below standard, and he is not a nice person. However if you want to accept this quality of contractors in your portfolio, then I will have to seek relief in other manners.

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

Complaint: [redacted] I am rejecting this response because: After I contacted the company I had another technician come and examine the unitHe stated that the unit was very clean, particularly for its ageWhat is more, he stated that the average life span on the computer of these types of unit motors is 2-yearsOur computer was badIt was years oldThis was not an issue of maintenance to begin with, rather technologyMoreover, if it was an issue of maintenance we were told emphatically that the unit was clean.Furthermore, every person I have talked to has stated the same companyresponse of "#that all units must be maintenance per the manufactures specifications." I have told this company, time and time again, that the manufacturer has no written specifications for certified cleanings in the owner and operations manual that comes with this unitYou can keep regurgitating you policy answer all you want, it does not change the fact that your company is making up standards that are not written down anywhereIf you do not believe me check the citation I listed in my initial claim or give me a cited reference to disprove what I am saying about this unitI would like a refund, however your company claimed they would only give me roughly 10% of what we payed which is absurdI am also still waiting on the written reason for denial which has not come though this is the 3rd time I have referenced itI will be contacting your state about this directly as you are violating terms for a court decision 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/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] 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

[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 do apologize if any of our supervisors being rude to you in any manner; this is not something that CHW condones We are aware that CHW has complaints as any other company does, this is not something that we are “proud” of however we do have to abide by our policy and in doing so, some of the customer’s such as yourself are not happy with the outcome.In regards to your claim, after careful review, it was advised to us that “a hose breaking free and pulling a pump down to crack is not wear and tear” Our policy states in Section ACoverage numberthat we only cover wear and tears.This claim would not be considered a covered claim however we are willing to assist you and provide a goodwill gesture to you in the amount of $towards the claim and one free service call fee If you would like to accept this offer, kindly contact CHW at ###-###-#### and we will provide you with the document that you would sign to receive the good faith gesture.Thank you,CHW

Dear *** ***,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 it was processed according to the policy Based on the diagnosis that we received, it stated that there was internal failure in the compressor This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor In addition to that, the condenser was found very dirty These failures occurred from 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 were not satisfied In attempt to dispute the claim, you sent your maintenance records for review After reviewing the records, it was found that they were not maintenance records: One was for a previous repair and the other was an invoice for the furnace As goodwill gesture we offered you $to assist you You accepted this offer and your check was mailed and then cleared on 9/26/17.Your policy expired on 10/4/17, therefore no further action will be takenWe do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted] In review of your policy, you purchased the Total Plan policy at $a month on June 24, and we processed your cancellation request on January 12, 2017.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