BASS Services

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

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]

[redacted] , Per the technician from Desert Star Air Conditioning the unit had a leak and it was caused by rustPer our policy, Section FLimitations of Liability #& #both state that we do not cover failures that are a result of rustThe unit was low on Freon and this was why the leak detection test was neededPer the policy, Section DCoverage #states that we do not cover the tests Per the accusation that CHW does not cover claims if falsely statedCHW covers 80% of all claims submitted to usWe expect our customer’s to read the policy before the start dateYou are provided days prior to the start date to review the terms and conditions and ensure that all units in your home are in proper working orderIf you had done so before your policy started on 5/17/16, when you placed your claim on 6/4/16, you would have known that there was an issue with the unit and would have then come into the policy with a properly working unit Since this claim is not a covered claim and since you clearly do not agree with the coverage that you have chosen to purchase; CHW is offering you a full refund of the policy that you purchased If you would like to accept the full refund of the policy ($375), please contact us and we will provide you with the proper paperwork that we would have to have signed in order to provide the full refund rather than a pro-rated refund as stated in Section LCancellations Thank you, 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: 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]

,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 claim, we do show that the claim was not covered due to CHW not covering the thermal expansion valve which would be something that your unit needed to be replaced This item is not a covered item in our policyPlease see Section DCoverage #Air Conditioning under excluded states “ thermal expansion valve.” Also you can see in section DCoverage #Heating Systems states “VALVES” are not covered.We did explain to you on 1/14/16, that the reason for the claim not to be covered was due to the valves.CHW is in full compliance with our terms and conditions of our policy, we urge customers to read the policy within the days that you have prior to the policy’s start date This time is provided for you to review the policy as well as cancel if you do not feel that this policy is something that you do not want Lastly, these days is the only time that you can cancel for a full refund as stated in section B Coverage PeriodWe regret your frustration and do wish you the best.Sincerely,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 Ms***,The numbers that you are adding do not exist any longer due to the fact that you chose to cancel your policyAs you stated in your previous email, the reasons that the unit failed were not covered under the policyYou are more than welcome to speak to a customer service rep by not entering a policy or claim numberYou will then be directed to one of our agents who can explain the outcome However, you chose to cancel therefore we will not be providing goodwillThank you,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] 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

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 [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] , 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 your claims shows that your claim was processed in accordance to the policyPlease note that CHW is not an insurance companyThe diagnosis on the second unit was that there were multiple failures including the compressor shorting to the groundThis is caused from excessive overheating of the compressor and is a result of lack of maintenanceThe effective date of the policy is 10/13/and the claim date was 10/15/This is something that wouldn’t have occurred in such a short span of the policy and has been deemed as a prior existing conditionSection Letter F, Number of the policy indicates that CHW is not responsible for repairs related to known or unknown preexisting conditions We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear [redacted] CHW has provided you with the amount of $180.00 that you accepted on 8/11/15 and that we did mail out to you for the unit. Once we provided you the amount and you had accepted, you contacted us back and requested more funds. We do understand your frustration however, your policy has been cancelled and we cannot provide funds for a policy that is no longer in effect. On 10/5/15, you requested for CHW to provide you with more money and if we were not able to do so then you advised you wanted to cancel. We explained to you that per our policy Section F. Limitations of Liability #16 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.CHW is following our policy, we do regret your frustration however we are in full compliance with the terms and conditions of the policy. 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 our web site at [redacted] Upon review of your dishwasher claim, we did offer you per our policy section LLimitations of Liability #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.”CHW did offer you $towards the cost of the unit to be replaced, we can however provide you with the repair if you chose to have it repaired and providing all the parts are available but since this is against the technician’s recommendations, we would no longer provide coverage for that unit If you would like for us to do this for you; please contact us I placed notations in the claim if you should chose this option and we will contact the tech to see if it is possible.We regret your frustration with this claim however CHW is in full compliance with our terms and conditions of our policyBest 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 They have chosen to delay the refund and I would like to reserve the right to any actions necessary to make sure they do what they have offered with the full refund of 200$ Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:This is a canned response everyone getsI've called air cond places and they say the level of maintenance as described in their response is way and above maintenance practicesIf I were to employ someone to do as described it would be well over dollars to performI've been told there is NO way to clean a coil without removing itThat a cost no one would bearIf that it a requirement for the policy to be in force then it is a Catch that no one will ever be able to collect onI can present my maintenance records for the work I performed but only feel it will not be acceptedToo many negatives about this companyWord of mouth the best advertisingI will not be renewing unless this resolved beyond the typical response given here Regards, [redacted]

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 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 had a line restrictionPer our policy, Section Letter A., Number CHW only cover failures that “ Become inoperative due to wear and tear ”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 have applied a onetime free service call fee onto your policyWe 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 been with your company for several years each time I was given different excusesyou wanted me to continue making monthly payment and come out of pocket for someone else to fix my refrigerator what's the object of having home warranty if you have to pay premium and find someone to repair and pay them IF you fail to provide servicer in a timely manner you should be accoutable I'm requesting my premium months payment 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/useragreementA review of the claim shows that it was processed according to the policy Based on the diagnosis that we received, it stated that compressor and run cap failed and needed to be replaced Please note that your policy coverage start date was 8/28/and you stated the last time your unit was working was 9/3/ Please be advised that this failure could not have occurred during the short lifespan of your policyPer our policy, Section Letter F, Number 1, CHW is not responsible for any “ known or unknown pre-existing conditions.”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW