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] Upon review of your claim it appears that your claim was handled in accordance to the policy section Letter F, Number in which rust and corrosion are not covered under the policyIf your system has been leaking you would need to have a leak detection test done to determine where the leak is coming from which is causing a loss of FreonThe policy indicates in section Letter D, Number that leak detection tests are not coveredAs a result, the customer would need to pay for the leak detection test to isolate the problemIn this instance however, there was rust and corrosion which are not covered under the guidelines of the policy 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 it was processed according to the policy Based on the diagnosis that we received, it stated that the compressor shorted to ground This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor This failure does not constitute wear and tear as there are many safeguards that work to prevent these types of failures Per our policy, Section Letter A, Number 2, we 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 and requested to cancelYou spoke with our Customer Solution Specialist who offered you funds in the amount of $to assist you on the non-covered claim You accepted this offerPlease allow days to process before your check is mailed out.No further action will be taken as this claim has been settled.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted] Our records indicate that your refund was credited back onto your credit card that we had on file, on 10/9/at 7:14pm Please allow 7-business days for the funds to be available in your account.Regards,CHW

Dear [redacted] We regret to hear your frustrationAs stated in the previous response, your refund was processed back onto your credit card that we had on file on 10/2/at 12:pm in the amount of $ Please allow 7-business days for the funds to post onto your bank account.Please see our previous response in regards to our refund policy Regards,CHW

Complaint: [redacted] I am rejecting this response because: I still have not heard from Choice Home Warranty, thanks Regards, [redacted] ***

CHW would like to assist however, cannot make any authorizations on accounts that are not current Regards, CHW

Complaint: [redacted] I am rejecting this response because: Contrary to this ridiculous response from Choice Home Warranty, I did, in fact, send copies of all requested information I had my current maintenance company [redacted] ***, provide me with details of every service they performed (twice per year) over the last two years I was told I needed years of service records so I contacted my previous service company, [redacted] ***, who also serviced my equipment twice per year, provide me with their records, which they did I sent those to Choice Home Warranty and their was no returned call....as usual Finally, the GM of [redacted] actually contacted a manager of Choice Home Warranty and gave him all of the information they claimed they needed over the phone Your comments that I did not provide the information you required is either the result of a gross, incompetent investigation of the facts or a total lie Unless you have performed a " [redacted] " with the e-mails and the scanned attachments, the material you say has not been provided, is THERE Fortunately, I have copies of all if needed in the future When I think of the hassle and time I, and the people with the two heating and air companies, spent getting this information collected, scanned and e-mailed to your many, many representatives, I want to scream You claim to be Customer Service oriented but you are anything but Honoring this claim is the legal and correct action to take at this time Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: MrCHW Thank you for your swift response to this issue I am rejecting your response for reasons your company has failed to comply with any of my requests I have submitted via your "Customer Portal", email and numerous phone call only to be left with no response I made initial contact with your company over a month ago, during which time, our pipes were slightly leaking At this time, our pipes are leaking at a more steady pace requiring the pool pump to be shut down due to the erosion the water from the leak has caused and water waste itself All this could have been avoided had your company held your end of the contract which I am well aware of ALL the details You're pitching to me of how you consider "Piece of Mind" and affordability?" I think I'll walk from your service pitch and seek a relief Sir, please be advised, with your quotation and mission of affordability, piece of mind is a misleading statement on how I have been treatedBecause of the neglect Choice Home Warranty, damage has been caused (Erosion to foundation, water waste, pool not being in operation) Your mission sounds like it has been aborted With that being said, I will now make it my mission to follow through with this matter using my own methods to get ALL my monthly payments refunded I will be forwarding my timeline photos and other information to the appropriate entities to pursue such action 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 for your Microwave unit, we do see that we were offering to pay half for the repair as this was non-functioning due to secondary damage CHW offered to pay for the part that was the initial failure We also see that on top of the portion that we had agreed to pay, we had offered you a goodwill gesture of $that you did refuse and insisted on cancelling your policy Since your policy had been opened for more than a month and you did have the first days prior to the start date to review the policy we were able to refund you as per our policy, a pro-rated refund that you did receive.You also did request a written letter of denial and it was provided to you on 8/17/ It does state: Dear Patricia Moore,Thank you for choosing Choice Home Warranty to be part of protecting your home from unexpected covered repairsWe appreciate your business.With reference to claim # [redacted] for your Microwave, after careful review of the diagnosis, we have determined that the claim does not fall under the terms and conditions as a covered repairTherefore, we regret to inform you that we are unable to provide an authorization for the following reason:Please refer to your home service agreement Section Letter F, Number CHW is not responsible for repairs related secondary damage.We do regret any frustration with this claim or for any other claims that you may have hadCHW is in full compliance with our policy We also regret that you had chosen to cancel your policy; we did all that we could do for you in accordance with the policy to assist you with this claim Again, please refer to Section FLimitations of Liability #to see the exclusion for secondary damage and also Please see Section LCancellation for the process of your refund.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 We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

Dear CHW,In your response to my complaint you avoided the main topic which was that I WAS LIED TO BY YOUR SALES PERSON.The fact is, there is usually a lie or a catch when dealing with your company.In your letter you mentioned section "L" CANCELLATION YOUR copy states that I may cancel within the first days from the order date and that you would refund the contract fee minus $50.00.Under my agreement copy it states that I have days to look it over from the order date and if I want to cancel it will cost me 5% adminfee which in my case would have been $90.00Either way, if your sales people lie, like they do, the customer gets screwedWhat a scam !By the way, if you check your records you'll also find that my order date was 6/2/and it came in the mail on 6/17/ When I received it, my look over time was already over.I wouldn't have bought the year agreement if your SALES PERSON didn't LIE TO ME.So, tell me ( IF YOUR SALES PERSON DIDN'T LIE TO ME ) and I only took it for a year term.How much would it have cost me if I had it for the full year [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 Upon review of your policy, we do see that this is the second time that you had renewed with CHW The first coverage began on 11/6/14, and you renewed with us on 12/6/ Also, prior to signing up with CHW, you are provided days to review the policy and the terms to ensure that you understand the agreement Within this time period, if you disagree with the terms of the policy, you are permitted to cancel with a full refund However, you are choosing to cancel the policy after you had a claim that was not covered.CHW has not changed any verbiage in our policy; it has always stated that the tank itself is not a covered item because the tank is not a mechanical componentThe tank is a holding vessel for the water CHW covers the heating elements for the tank to heat the water.You had chosen to cancel your policy on 3/24/16, and CHW agreed to allow you to do so Per Section LCancellations this must be a mutual agreement and we did provide you back a refund of the pro-rated amount of $ You were charged an administrative fee of $as it is stated in the policy and were not charged for any claims paid.We do regret your frustration however CHW is in full compliance with the terms and conditions of our 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 [redacted] Upon review of your claim it appears that your claim was handled accordinglyThe claim was placed on 7/18/and Hometech HVA and Appliance Repair was assigned to the claimAs outline in the contract you were provided with their name and telephone number via an automated voice message as well as emailWe did reach out to the technician after you sent an email indicating that you had not be able to successfully reach the technicianWe also received an email containing profanity about not leaving a message or the email going to spamUnfortunately, there is no way to determine which emails will go to spam, however, it is sent to our customers as for many of them, email is a preferred wayThere were several emails sent to CHW containing profanity and the team has been working to get the issues resolvedAs you don’t have time to answer the phone throughout the day as indicated in your email, it was thought that email may be a preferred wayWe don’t want to place you on the marketing list to ban CHW from contacting you as you will not be able to receive the emails we are sending in an effort to reach you throughout the dayIf you aren’t able to answer the phone throughout the day and don’t want to be emailed please call our customer service team 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

We do apologize for any trouble that you have had with this claim, we did explain to you that we do not cover any type of physical damages that you had with the floor The policy did start on 8/1/15, and your claim was placed on 8/10/ We had spoken to the technician and he advised us that tub had been leaking for some time and therefore didn't come into the policy in working order as required by our policy We do regret your frustration and since your policy has been cancelled, we are not able to provide you with any further assistance with this claim.Respectfully,CHW

Dear [redacted] Upon signing up with CHW you are provided days until your policy starts, this is to ensure that all units are in proper working order as well as providing you time to review the policy's terms and conditions If within those days you disagree with any part of the policy you are able to cancel with a full refund If you cancel after the day grace period, you would be subject to the terms and conditions of the policy as stated in Section LCancellations.We do regret any frustration that you had gone through with this claim and our company.Warm regards,CHW

[redacted] We understand your frustration however; the person that takes the claim calls is not a technician and is not at your homeThey cannot see the unit and therefore cannot determine if the unit is covered or not We urge our customers to read their policy within the allotted time that is given before the policy begins.If a customer places a claim, CHW will send a technician to diagnose the issue and provide the information to us Respectfully,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/useragreement. A 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 leaking from a factory weld on the condenser. Per our policy, Section Letter F, Number 15, CHW is not responsible for repairs of “ modification of any covered system or appliance arising from a manufacturer’s recall or defect ”We do apologize if you were misinformed by a representative stating “manufacture warranty” instead of “manufacture defect.” We have taken this matter to the Director of Quality Assurance who handle this accordingly. Our Sr. Claims Specialist advised you about the outcome of the claim and our policy; and as a goodwill gesture, offered you funds in the amount of $150 to assist on the non-covered claim. You accepted this offer and confirmed that you were aware that you would be responsible for the balance. These funds have been authorized to the technician. In addition to that, we also offered a one-time free service call fee for your next claim.If you would rather the goodwill funds be sent to you and/or would like to accept the free service call fee, please contact our Sr. Claims Specialist at ###-###-#### Monday-Friday, 8am-8pm EST or Saturday-Sunday 9am-5:30pm EST.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

The response shared by CHW indicates that you may cancel your policy in accordance to section Letter L of the policy. However, if you would like to cancel you will need to call the customer service team at CHW directly at ###-###-####. This team will be able to provide you with the assistance needed. Regards, CHW

[redacted] The technician that went to your home provided us with a diagnosis, that diagnosis stated that this was a dual fuel heating system It is a heat pump with a propane gas furnace as a backup and in order for it to operate properly there has to have an outdoor temperature sensor installed on the outdoor unit so that the backup furnace can come on properlyOur policy will not cover this since it is adding something to your existing unit which makes it a modification Per our policy, located in Section FLimitations of Liability #11, this is not covered.When the technician went back to the home, he provided us with a second issue that had failed on the unit which is the heat exchanger He stated that the exchanger is cracked and requires replacement however the serial number on the exchanger came up as still under manufacture warrantyPer our policy, Section FLimitations of Liability #15.You are more than welcome to contact the technician for the specific findings as we have stated above and you would then contact the manufacture to have them replace the heat exchangerCHW does not cover this as stated aboveThe technician’s number is ###-###-####; his cost for labor is what you would be responsible for.As we offered in our prior response, if you would like for us to assist, we will offer $towards this however we are not offering anything further.Thank you,CHW

Complaint: [redacted] I am rejecting this response because: My Perry Home Builder responded to me as follows: Jun (days ago)to me Kumar, The Microwaves that we purchase from G.Eare used for both countertop and for built in applicationsThere is a trim kit/ built in conversion kit that is ordered with the microwave, which is used to convert the microwave to be installed into a kitchen cabinet Your micro wave is a buimicro wave , as it is built into your cabinet This is not a warrantable issue ____________________________________________ Bruce SmithProject ManagerRiver Stone 65’Perry HomesPhone: (281) 265-Fax: (281) 265-eMail: [email protected] Visit us on the web at www.perryhomes.com ____________________________________________ Regards, Saurabhkumar Desai

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 your claim was processed in accordance with the policy section Letter F, Number 8, which indicates CHW is not responsible for repairs due to rust and corrosion We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW