BASS Services

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

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] , 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 assetWe 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 purchaseIt may also be found on our web site at [redacted] Upon review of your complaint and your policy, the technician that was sent to your home advised you the facts that CHW does not cover leak detection testsWe also do not cover failures due to rust or corrosionIn order for us to know if the unit will be repaired, we do need to know why the unit is leakingWe do see that you had chosen to use your own technician to do the leak test for youPlease have the technician contact us before any work is completed to provide us with the diagnosisIf the work is completed without authorization, we will not reimburse you for any costsThis is stated in our policy under Section C Service Calls # We will be happy to review the claim once we have all the facts of the failureAs a goodwill gesture, we have added a onetime free service call fee to your policyThis goodwill gesture is due to the fact that you were upset with the technician advising you of our policy We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy Regards, CHW

CHW continues to work diligently to handle all incoming calls and inquiries on the website in a very time efficient mannerCHW apologizes for any delay you have incurred, however, the goal is to provide outstanding customer service which may take longer to address the needs of the customerThe feedback from customers is extremely valuable and if you were treated rudely by a technician the information will be passed on to the Vendor Relations Manager to have this documented and addressedA request has been placed for the cancellation department to reach out to you to handle your request to cancel your policyIf you have any questions, you may call them at ###-###-#### 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] ,We do regret that you disagree with our policy and the outcome of this claim however this claim is pre-existing to the policy.As a good faith offer, CHW is willing to provide you with a full refund of the paid amount that you paid for the policy of $71.66.This is the only offer we are providing to you and if you would like to accept, please contact us at ###-###-#### to receive a release agreement.Thank you again,CHW

Complaint: [redacted] I am rejecting this response because: I have yet to receive the refund back to my cardIt didn't take this long for the initial charge to be completed, so I'm not sure why the refund is taking so longPlease provide a receipt showing that the refund has been processed on your end 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 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 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

[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 for your Air Conditioning System, CHW dispatched [redacted] to your home to diagnose the unit It was stated that the unit had an internal failure due to a lack of proper maintenance We brought this to your attention and you stated that you had records showing that the unit had been maintained We did receive what you stated was maintenance records and we advised you that these were not records of maintenance; there is no serial number, no model number and the name of the company did not exist( [redacted] ***) The last email that you sent to us was of our policy showing that AC’s are covered as long as entered in our policy in working order This is correct but we also state in our policy 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 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.You are welcome to provide a second opinion as explained to you on 8/27/ The technician would have to call our authorization team with the diagnosis of the claim and we would place it for review.You are responsible to have routine maintenance as specified by the manufacture This is something that you had not done therefore your claim was not able to be covered by our policy.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 our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claim, we do see that CHW did approve to cover the claim as a goodwill gesture on 2/16/ We are very happy that we were able to assist you with this claim and do look forward to assisting you in future claims.We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW

[redacted] ,CHW followed our policy guidelines stated in Section L Cancellations, which states 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 acontract of insurance, residential service, warranty, extended warranty, or implied warrantyYou may cancel within the first days of the order date for a refund of the paidcontract fees, less an administrative fee of 5% and any service costs incurred by Us.This 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 10% administrative.Your policy had a covered claim in the amount of $which did come out of the refund If you have any questions or concerns please feel free to contact us at ###-###-#### and ask to speak with someone in our Cancellations department that can assist.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] A review of the claim shows that the claim was processed according to the policyThe diagnosis that was received by the technician was that the disconnect box was melted and burnedSection Letter D, Number of the policy indicates that this is not coveredAs a goodwill gesture, CHW did provide $to be used towards the repair of the non-covered claim 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: 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]

Dear Ms [redacted] ,After reviewing the claim, I do see that Regina was trying as a good faith effort to help resolve a claim that was not covered per our policy and she was doing it in the most cost effective way for your mother, this being that a new unit would cost more than our policy offers Please see Section FLimitations of Liability #that states:“..You agree that, in no event, will Our liability exceed $per contract item for access, diagnosis and repair or replacement.”To resolve this matter, CHW is willing to provide you with $and then we would terminate the policy If you agree to these terms and conditions, we will send a check to the address we have on fileHowever, if you would rather have a full refund of the paid policy, we would be willing to provide that amount to you despite that we have paid $on claims The amount of the paid policy is $that we can credit back to the credit card that was used to purchase the policy This is a goodwill gesture as well since our policy states in Section LCancellation if a policy is cancelled, you would receive a pro-rated refund minus claims paid, as well as a charge of an administrative fee.Again, our offer is a goodwill gesture to provide your mother with a check for the maximum amount per the policy OR a full refund since you do not think that the unit can be fixedWe will be willing to provide one or the other, please note our checks do take days to receive from the date you send back the formPlease advise me of which you would like to receive and I will send the form for your signatureSincerely,Tracy M

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 claim, we do see that there was not a technician available in your area at that time We did however explain to you the reimbursement process We explained that if you are to use your own technician, you would have to have them contact CHW to provide a diagnosis for the unit Upon diagnosis CHW would see if the claim is covered or not Once we have determined if it is or not, we would contact you and advise you If the claim is a covered claim then you would be reimbursed the amount that CHW had discussed with the technician CHW would provide you with a check for the costHowever, if the claim is not a covered claim then you would be responsible to cover the repair yourself Also, per the policy Section LCancellations states that you only have the first days before the policy begins to cancel the contract to receive a full refund If you chose to cancel before the policy is up, there are fee’s that you would have to pay You would be refunded the amount of months that you had remainingLastly, please read Section ACoverage #3, CHW does expect all units to enter the policy in proper working orderThe first days are to ensure that you have read the terms of the policy and to ensure that the units in your home are properly in working orderCHW has requested a manager from our cancellations department to contact you in regards to this claim We do hope that you will chose to stay with us as we do value you as a customerWe do regret your frustration with this claim; however we are in 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] Upon review of your claim it appears that your claim was processed in accordance with the terms of the policy which indicates that under section Letter F, Number 8, 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 [redacted] Upon review of your claim, we do see that CHW has not covered this claim per our policy, Section FLimitations of Liability # CHW does require that all units be maintained per the manufactures specifications This would mean that all invoices show AMP readings, this determines what the reading was the previous year and it determines if something was offAny technician that is doing maintenance as specified by the manufacture understands that they have to do a point check system that includes all readings otherwise they are not doing proper routine maintenanceAs we stated prior, our policy will only cover units that have been maintained as specified by the manufacture.A unit that is leaking Freon at the condenser coil, is not a unit that had proper maintenance.If you would like to cancel the policy that you have with CHW, you would have to follow Section LCancellations and CHW would provide you the pro-rated refund Please contact us at ###-###-#### or you can send a letter to our office to cancel as wellOur address is [redacted] We do regret your frustration however CHW is in full compliance with the terms and conditions of our policyRegards,CHW

Dea [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] records indicate that the policy has been canceled in accordance to section Letter L, Number in which if the policy 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 UsResearch was done and there as an additional payment posted to your credit card on file in the amount of $The refund received was pro rata as well as the administrative feeIf you have any questions, please call our customer service team at [redacted] 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 wishes to cancel your policy with Choice Home Warranty Please understand that you are not entitled to a full refund based on 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 writingBased on your policy, your prorated refund amount is $ If you would like to move forward with cancelling your policy, please contact our Customer Solutions Department directly at ###-###-#### Monday-Friday 9am to 6pm ESTRegards, CHW