BASS Services

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

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 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] 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: 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] 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

,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

[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

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]

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.

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] 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 it was handled in accordance to the policyBased on the diagnosis that was received from the technician it wasn’t worth repairing the unitAfter reaching an agreement on a comparable unit the unit was ordered for you on 12/1/at 5:19pmYou were advised at that time to please allow to business daysPlease allow the allotted time for the delivery to be madePlease call the 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 [redacted] CHW values all customers and are sorry to see that you have chosen to cancel your policyYour policy will be cancelled in accordance with the policy section Letter L, Number which states, “If 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”Please feel free to 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] The outcome of the claim remains non-covered, however as a goodwill gesture, CHW will offer you the maximum of $to assist To accept this offer, please contact us directly at ###-###-#### Monday-Friday 9am to 6pm EST Regards, CHW

[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] All of our information was sent to you upon your start date as wellYou did receive a hard copy and an email with the policy’s terms and conditions.Upon review of your claim, I do see that your unit has been reported as non-covered due to a lack of proper maintenance CHW offered to assist you with the claim as a goodwill gesture I will document the policy to show that you have declined our goodwill gesture and I will advise our cancellation team to call you to cancel your policy since you have written this in writing to us that you would like to cancel the policy.We do apologize for any frustration that you have experienced with this claim and we do hope that you accept our apology and stay with our company as we do value you as a customer.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us 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 [redacted] Upon review of your claim and the notes on your account, we have issued a Goodwill offer in the amount of $This will cover the $in Service Call Fees that you paid and the $previously offered to youWe are glad the issue has been resolvedPlease feel free to call our customer service department directly in the event you have any questions at 1-888-531- We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

[redacted] ,We do regret the frustration that this has caused you and have requested this be stopped by out IT department We have reported the issue with our IT department and will have all emails and calls to you be stoppedRespectfully,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 http://www.choicehomewarranty.com/user_agreement.php.Upon review of your policy that began on 8/29/15, we see that you placed a claim on 9/10/for the plumbing The technician advised us that the flange on the toilet was leaking and the closet flange bolts are loose The tech pulled the toilet and found that the wax ring was rotted and brittle This compromised the integrity of the tin.Per our policy, Section FLimitations of Liability #states that CHW does not cover failures that are due to rust or corrosion It also states in Section DCoverage #under excluded “ flange ”Lastly, per our policy, Section ACoverage #states that all items in the home have to be in proper working order on the start date of the policy This failure takes a long time to happen and although you may not have noticed it, per Section F#it is considered to be a known or unknown pre-existing issue to the policy’s start date.We do regret your frustration with this claim however; CHW is in full compliance with the terms and conditions of our policy We do regret your frustration and we do look forward to helping with your home appliances in the future.We urge all customers’ to review the policy within the day grace period that is provided before the policy begins You have this time to ensure that all units are in proper working order as well as to cancel for a full refund within this time periodBest regards,CHW

As part of a resolution I reached separately with Choice Home Warranty, I am required to affirm that the complaint was fully remedied in order to receive compensation from the companyI have attached the signed and notarized copy of the release agreement between me and Choice Home Warranty for your reference.Please let me know if you have any questions or require any additional information.Thank you,