BASS Services

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 CHW did process the claim accurately. Section Letter C, Number 2 of the policy states, “Upon request for service, we will contact an authorized Service Provider within two (2) days during normal business hours and four (4) days on weekends and holidays. The authorized Service Provider will contact you to schedule a mutually convenient appointment during normal business hours”. The claim was placed on 11/19/16. On 11/21/16, CHW made you aware of an alternative option that is offered that will allow you to secure your own technician and be reimbursed according to the guidelines provided that include: CHW reimbursing the technician at the CHW rate, the technician being paid upfront for the work completed, prior authorization sought from CHW before work completion, 2 days to process the reimbursement form and it takes 30 days to process the check. However, at this time, it appears that a technician has already provided a diagnosis to CHW. The failure is being caused by a leak from the tank. Section Letter D, Number 6 of the policy indicates that CHW is not responsible for repairs related to the storage or holding tank, as a result, the claim is not covered. CHW attempted to reach out to you via telephone at 2:41pm on 11/21/16 to provide the diagnosis but didn’t receive an answer. An email was also sent. Please call CHW customer service team 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

Complaint: [redacted] I am rejecting this response because it was not pre-existing the technician came out the first time and said it was a wiring he fixed it and work for a day came back out again and then he said it was a pre- existing which is not true if you wasn't preexisting the first time he came out how is it going to be preexisting the second time around few days later? Regards, ***

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 the system was low on Freon Your system being low on Freon indicates that there is a leak somewhere in the system When the leak is not visible, a technician must perform a leak test A leak test would determine the location and cause of the leak, and in addition, the technician would take pictures of the location of the leak, the indoor and outdoor coils, and the model and serial number of the unit Per our policy, Section Letter D, Number 4, we do not cover leak test.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 to cover the leak test in the amount of $ You accepted this offerBased on the leak test results and pictures we received, it stated that there was rust/corrosion found on the evaporator coil that caused the coil to form holes which led to the Freon leak.Per our policy, Section Letter F., Number 1, CHW is not liable for “ malfunction or improper operation due to rust or corrosion of all systems and appliances ”We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted] We regret to hear your frustrationPlease understand that there four reasons why a compressor will short to ground:• Lack of Maintenance• Acid Burn Out• Power Surge• Lightening All of which do not occur from wear and tearYou mentioned that you unit is serviced every years, however, it is recommended that a unit be serviced and maintained 1-2x a year If your unit was not properly and routinely maintained, this would’ve contributed to the compress overheating and failing 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: The $settlement for the AC unit came after several hours of escalating the issueCHW tried to do everything they could not to payTheir excuse was that the part failed over timeIt was working fine when I purchased the contractAlmost all mechanical systems fail over timePer the lawsuit they settled this is part of their operations to deny claims they should be coveredFor the water heater the part that failed was the tankThis is integral to the water heaterIt was not a separate storage tankEssentially they have little to no coverage in their policy due to all the exclusions they claimI feel CHW is a deceptive business that works to not live up to their obligationsI do not believe they have entered into this contract with me in good faith.Regards, [redacted]

Below please see the screen shot of the customer’s account and that there has been a credit placed back onto his credit card in the amount of $as [redacted] stated he would doPlease let the customer know that this will show into his banking center within a few daysThank you so much,Tracy

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] There are multiple policies and the policy that has this addressed referenced doesn’t have a claimPlease verify the customer information to include the address as well as perhaps the claim number or account number Regards, CHW

You stated that the tech ordered a part and never placed it into the unit a relay, that is a lack of maintenanceKnowing that the unit needed something for a repair and not having it completed from is not proper maintenance CHW requires all units to be maintained per the manufacture specificationsAlso, we do not cover any known or unknown pre-existing conditionsYou are telling us that before you had your policy with CHW that a tech was supposed to place a part into the system but he didn't.We do regret your frustration and understand that this is difficult but CHW cannot cover a claim that is strictly against our policyRegards,CHW

Complaint: [redacted] I am rejecting this response because: some of the information in the email from CHW was taken out of context, one of the question that was asked in the claim report was when was the last time the item was working properly well the last time I remembber using the a/c was around 12/30/and it appeared to be working fine at that timeafter that point we no longer use the a/c 's in phoenix az, not hot enough for ac; and not cold enough for a heater, this is why I used 12/30/as for the start date of my contract with CHW is concerned 4/4/is the date the contract cou ld start being used,.however you are not allow use the contract for the first days, so you see I purchsed the contract on 3/3/it is just so happen that on 4/4/it was now hot enough to us the ac in phoenix az the temp was around dgrees outsideso you see I know that I am within the rights of my contract with CHWit seems as though you are still using some of your old tactics; that your company was ask by the courts to stop using this approach with your customers in order to deny there claims when you did not want to honor a claimi would like for CHW to honor my contract with them 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 it appears that the claim was processed in accordance to the terms of the policy in which CHW is not responsible for repairs related to lack of maintenanceThe diagnosis provided to CHW was the compressor was blown out and there was no cap on the compressorAdditionally, it was indicated that the unit was no longer working based on the lightning storm that stuck the areaPlease make a note that under the terms of the policy, section Letter F, Number CHW is not responsible for 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 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 the claim shows that it was processed per the policy section Letter F, Number where it indicates that storms, power surges and acts of God aren’t coveredAs a result, the refrigerator wasn’t covered for this claimA request was received to cancel which it appears was changedCHW doesn’t want to lose any valuable customers, however, if you choose to cancel, the policy will be cancelled in accordance to the policy, section Letter L 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 10% administrative fee and any service costs incurred by us”This means you will pay for the time that you had the policy, any claims that were filed and an administrative feeYou can call the cancellation team directly at ###-###-#### to get assistance with this 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: The information provided by Choice Home Warranty is inaccurate and misleadingThe Customer Services Representatives at no time relayed that our policy was not in effect until the work had been approved via the telephone to myself and the service repair manThere was a day span in which that information could have been communicated yet it was notUnfortunately, the denial was given after the approval and after the work had been performedIt is because of these reason stated that I reject the offerThis is an extremely good lesson learned and it is worth more than what the vendor is offeringI am not concerned about the measley monetary compensation, it is actually an insult to my intellectI will be sure to never recommend Choice Home Warranty to friends and family 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 I do apologize for any rude behavior that you had to endure by the service provider or our customer service I do see that CHW has offered a goodwill gesture for your policy to pay half of the non-covered claim Please advise if you would like to cancel the policy because we would not be able to cover the goodwill gesture if the policy was cancelled.If you chose to stay, I have added a onetime free service call fee to your policy for the rude behavior of the technician I am not able to refund you the money that you paid to them because it was not to CHW.I have notated your policy, if you would like to cancel, please call our cancellations department and they will have your information available for you to cancel We would regret you cancelling but it is your decision.Again, we do apologize and appreciate the feedback, I have placed a complaint against the technician that was rude to you.Regards,CHW

Dear [redacted] ***, We can after reviewing the claim, we do see that a leak test was requested to find out if the unit could have been fixed Looking at the unit, the technician stated that they could not see a leak; they could see that the unit was not properly maintained however if the leak could have been fixed, we would have been willing to do soOur policy does not cover the leak test itself as stated in the policy under Section D, Coverage # CHW did not charge you directly for this test, the technician from Long Engineering didIf you feel as though you should be reimbursed that amount that they charged you, we ask that you contact them for your reimbursementFrom the diagnosis that we see and were provided with (3) the unit was low on Freon and in order to see if it could be fixed, they needed to see where it was leaking from and again if it could be fixedIt was advised to us next that the capacitor and the thermostat was bad, CHW did pay for these two parts to be fixed in the amount paid to the technician of $The last diagnosis that was provided to us stated after the test had been done that the leak was at the service line port, it could not be repaired due to the amount of rust that caused that leakWe do regret your frustration, we would like to offer you an extra months coverage which would make the policy end on 9/7/rather than the date of 8/7/(you already were provided with an extra month upon signing up, this would be an additional month) plus a onetime free service call fee to help with your next service that may be neededWe do see that the name [redacted] is not the policy holder for this policy If you would like to accept this offer, we ask that the policy holder does contact us to acceptWe do urge all customers to review the policy’s terms and conditions, we do expect that all units are maintained properly as per the manufactures specifications and we do not cover failures that are caused by rust or corrosion We do hope that you accept our offer and if you do, please contact our customer service department and they will add the extra month as well as the onetime free service call fee for youThank 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 was handled properlyThe claim was placed on 12/26/Section Letter C, Number of the policy states, “Upon request for service, We will contact an authorized Service Provider within two (2) days during business hours and four (4) days on weekends and holidays”Although this was considered the Christmas holiday, CHW did dispatch a technician on 12/26/However, records indicate that the technician didn’t respond to the calls for service immediatelyThe policy states that the technician will call to schedule a mutually agreed upon appointment during business hoursDue to this delay, CHW dispatched another technician to diagnose the problem CHW had to wait for the diagnosis in order to be able to determine the claim outcomeThis information was relayedThe diagnosis that CHW received was that there was a cracked heat exchangerCHW also received pictures which were used to assist in the claim outcomeThe unit was rusted and corroded inside of the exchanger, causing the crackThis causes the chambers within the unit to have improper combustion and excessive heat accumulationThis further causes stress fractures to form on the heat exchangerSection Letter F, Numbers and indicate that CHW is not responsible for repairs related to rust and corrosion Although the claim isn’t a covered claim, records indicate that CHW was attempting to work with you and provide assistance towards the repairYou are due to receive a call back during business hours today, as the request for the return call was received on Friday, 1/20/17, after business hoursPlease call the CHW customer service team directly with any questions at ###-###-#### 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 do not argue that the contract states that you prorate the refundNor do I argue that the contract throws in that you will deduct from any refund all warranty payments made to dateMy grievance is that despite your representation in your contracts, you still continue to use creative and deceptive means to sell your productFor example your sales represetatives tote your product as a warranty even though you go out of your way to claim otherwiseIsn't the name of your company "Choice Home Warranty" ??? When I originally contacted your company, you sold me on the idea of purchasing an extra years by throwing in a carrot - extra months, promising that at any time you can cancel the other years without any lossThis is obviously not the caseThis is not the first time that you had practiced such deceptive advertisingBack in 2013-the state of New Jersey filed a lawsuit which resulted in fines paid by your company for such behaviorPerhaps it is time to contact again the Attorney General of New Jersey.In short, I want a prorated refund that does not deduct outlays by your company 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] Although CHW hates to lose you as a part of the CHW family, it appears that at your request your policy has been cancelled in accordance with the policy as outlined in section Letter L, Number 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 We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

[redacted] ***The correct email is [redacted] or feel free to send it to one of our Consumer Advocates [redacted] or [redacted] Thank you,CHW

Complaint: [redacted] I am rejecting this response because: Myou account is not $past dueI have the credit card statement to show that the amount was charged to my [redacted] on May 9th, The next payment on June 9th was rejected because I stopped the payment due to the lack of choice home warranty doing their jobWhy would I continue to pay on a policy that does not pay on their claims? When the company offered the $I told her that I had wanted at least that, and maybe even my premium back, that is when she refused to speak to me any furtherShe said the cancellation department would contact me and that was weeks agoNo one has contacted meI would like to know how the inside techs could determine that there was a lack of proper maintenance when they did not see my unitAnd the tech that actually came says that it is due to old age of the unitI would like to see some type of report that verifies why the claim was denied and how it was determinedI would also like a detailed account history, as your company to claims it was not up to date, and at the time, I have detailed records that the account was paid in full as of the end of May I want these documents and a full refund of my policy Regards, [redacted] ***

Dear Karthik [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 it appears that your claim was processed in accordance with the terms of the policyThe claim was placed advising CHW that the air conditioning had leaking waterIt was advised at that time that this is not coveredHowever, you indicated that you would get your own technician to look at the problemCHW does offer a reimbursement to customers, however there needs to be prior authorization as indicated in the policy section Letter C, Number This states we have the sole and absolute right to select the Service Provider to perform the service; and we will not reimburse for services performed without prior approvalSection Letter D, Number indicates that water leaks are not covered and section Letter D, Number indicates that primary of secondary drain pans are not covered We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW