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 the claim was processed in accordance with the policyThe diagnosis that was provided to CHW was that the compressor has lock rotor ampsThis is a condition that develops as a result of overheating of the compressorThis would have been caught and resolved with proper routine maintenanceAs a result, the claim was not covered in accordance to section Letter F, Number of the policy which states, “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 were connected to an escalation manager who offered to assist you and when asked what he could be done to assist you, the response was that the claim should be coveredOnce an explanation was provided, there was no response and the call was droppedThe manager didn’t disconnect the callHowever, when you called again, you were invited to submit maintenance records to be reviewed, these records haven’t been received to dateOnce you receive the records, please allow hours for the records to be reviewedYou can submit this information directly at [redacted] If there are any questions, please call the CHW customer service team 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:While I did not receive a phone call from Choice Warranty Services on 9/21/16, They have resumed calling my cell phone number again today This company has NO communication with it's staff and they continue to harass people Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: There is nothing in your policy that is specific to the information needed on the maintenance invoicesYou should specify the criteria needed on maintenance invoicesYour company is a big rip off and I will tell everyone not to buy your product Regards, [redacted] ***

Dear [redacted] Per our policy, Section LCancellations we have provided you with the accurate amount for the refund of the policy A total of $had been placed back onto the credit card that you had used to sign up with According to our policy listed below, this is the correct amount with the correct administrative fee.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 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 $administrativefee and any service costs incurred by Us.Due to the fact that this claim that you had was not covered, you chose to cancel and the refund was providedThe initial refund you were charged an additional $due to the fact that the majority of states are charged this amount except for AL Alabama charge for the administrative fee is $therefore we have provided the correct amount for the refund of the policy.Thank you,CHW

You can call the customer service team directly at ###-###-#### to assist with the cancellation of your policy Regards, CHW

I have purchased a control board from [redacted] and fix my own washer it didn't need any parts other than the control boardThe contractor [redacted] was trying to gauge your company by adding parts that I didn't need but in this process I was the one who got screwedIn the contractors estimation he left with me it stated that the washer needed a control board only .Choice claims he told them it need others parts (which it didn't )It’s a shame that I had to buy the parts and repair my own washer and Iam paying a monthly fee for a home warrant .I have attached the followingPicture of used control board I purchsed off [redacted] along with my old control I took out of washer Picture of the control bid I won on ***Copy of the estimation repairman left form the Contactor [redacted] Appliance repair

Complaint: [redacted] I am rejecting this response because:technicians from choice home warranty company not repairing my unit they only check unit, not satisfactory service,although I spend $ for my a/c units from my pocket they have to repair or replace my units 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.phpAll 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 policy, it seems as though the claim you placed for AC showed that there were no mechanical failures to the unit I do see that we advised you of this and you disagreed I also see that as a goodwill gesture, CHW did not use our cancellation fee’s and we did not provide you a pro-rated amount that we should have per our policy Section LCancellations You should have been charged for months used, an administrative fee of $as well as any authorized claims and in this case you had $Worth of claims Please see Section belowLCANCELLATIONThis 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.Instead of charging you the pro-rated amount, CHW offered to pay for back a full refund minus claims paid I do see that your refund is $that was placed onto your credit card on 8/28/15.We do not allow customers to come into our call center as we do not have an open door policy with the facility.We do apologize for any frustration that this claim has caused you, we always urge our customer to read over the policy as you should have upon purchasing it It is always as said above available online for anyone to viewRegards,CHW

Complaint: [redacted] I am rejecting this response because: CHOICE WARRANTY TOOK MY MONEY FOR MONTHS AND TOLD ME ALL CASED ARE DENIED WITHIN THE FIRST THIRTY DAYS.THE FIRST TECH WAS NOT HERE MINUTES AND TOLD ME THEY WOULD NOT PAY FOR THE ELEMENT.HE WAS RIGHT.THE SECOND TECH TOLD ME THE MOTHER BOARD WAS GONE BAD AND IT COULD HAPPEN TO A BRAND NEW ONE THE NEXT DAY.AFTER CONTACTING THE Revdex.com THEY OFFERED TO PAY HALF.ITS A SCAM DO NOT PURCHASE THIS INSURACE.FUNNY IN THE BROCHURE IT STATES NO ONE CAN PREDICT A FAILURE BUT I GUESS THEY CAN BECAUSE THEY HAVE NO INTENTION OF HONORING THE WARRANTYBEWARE OF THIS COMPANY THEY ARE SCAMMERS AND THE TECHS JUST TAKE YOUR $45,AND NEVER COME BACK.AS FAR AS THE GASKEY LEAKING ITS JUST NOT TRUE 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/useragreement.com.Upon review of your claim for your Air Conditioning System, the technician did not state that the unit was maintained poorly, he did say that it was fairly dirty but the issue was not maintenance, the failure was a result of the compressor blowing up, oil leaking and that the wires were fried This can be due to a power surge or a lightning strikeFLIMITATIONS OF LIABILITYWe 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.We also informed you that per our policy, we only provide coverage for units unless extra coverage is added to the policy upon signing up for renewal Please see Section AIR CONDITIONING/COOLER under Excluded states “No more than two systems covered unless purchased separately at time of enrollment.”We do apologize for any frustration that you have experienced with this claim, Unfortenelty CHW is not able to cover this claim due to the exclusions to the policy.Thank you,CHW

Complaint: [redacted] I am rejecting this response because:The reason given by CHW is not satisfactory due to the following reasons The tech performed the diagnosis states that the system was well maintained and cause of failure was due to wear and tear We have the record shows all the AC units was properly maintained and inspected by professional ac services company When we asked CHW what they mean by our system is not properly maintained to manufacture specification, they could tell us, rather ask us to contact the manufacture.As consumer, we rely on the professional ac service company to provide system checkup and maintenance service We purchased the home warranty to cover in the event of major system failure We offered CHW to talk directly with the tech performed the maintenance service, they declined Regards, [redacted] ***

I am rejecting this response because: I Called Choice Home Warranty within the first days of the contract to cancel I have attached the AT&T call logs and the numerous times that I phoned(times in total) to cancel which I can do within the first days of the warranty They repeatedly told me that someone would phone me back and no one ever did On the morning of the 17th of July at 6:31am I called again and they transferred me to a Director, MrAaron [redacted] and I spoke to him for over minutes and he blatantly told me that he would not cancel my contract Hence the long phone call of me repeatedly instructing him to cancel my warranty He then told me that they would cover the electrical panel fault but I had to pay another $ I again instructed him to cancel the contract He told me to think about it over the weekend and I would receive a full refund if I decided to cancel after that I told him I would NOT change my mind and called again his direct number (###-###-####) and canceled AGAIN on the 18th of July This is all documented in the AT&T billing as proof.To date I have not received a refund of any kind They have not sent a credit to my visa card nor have I received a check I have also attached the charges against my Bank of America credit card for your records Again there are NO credits from CHW

Dear [redacted] ,We regret to hear your frustration and apologize for any inconveniences this may have caused youWe are currently still searching for an available technician in your area Please be advised that you can take advantage of our Reimbursement Process where you can hire your own technician The process is as follows:• We reimburse at OUR rates if the claim is a covered failure• You must pay the technician up front, in addition to the SCF• Your technician MUST call authorizations prior to doing any work to complete the repair for approval• Authorization Hours are as follows: Mon-Fri 8AM-7PM; Saturday and Sunday 9-5:30PM They can be contacted at ###-###-####; option 5, then option 1.• It takes days to process the reimbursement upon receipt of form• It takes days to process the check FOR COVERED CLAIMSIf you would like to go through the reimbursement process, please contact us before your technician makes any repairs.As a goodwill gesture, we have added a free service call fee onto your policyRegards,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 system holds 8lbs of Freon and was down to only 1lb In addition to 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 ”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you understoodWe 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 it appears that your claim was processed in accordance with the policy as outlined in section Letter F, Numbers and , CHW doesn’t is not responsible for repairs due to rust and corrosionThis information is outlined in the policy terms and conditionsAlthough we would hate to lose you as a customer, we can make the necessary arrangements to cancelHowever, please make a note that your policy will be canceled in accordance to the terms of the policy outlined in 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 UsPlease call our customer service team at 1-888-531-and they can assist you with your request We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Your claim has been reviewed in great detail and based on the diagnosis that was received from the trained technician, there will be no coverage provided for this claimThe shocks and suspension rods displayed rust and corrosion, which are not covered under the policy Regards, CHW

Complaint: [redacted] I am rejecting this response becausYou still have not provide me with proof of your diagnosis that the reason for the failure was only possible due to lack of maintenence Regards, Keino [redacted]

Complaint: [redacted] I am rejecting this response because:Your offered amount does not cover the repair bill Thank you for your offer, However the bill for the repairs that you are responsible for is $ Regards, [redacted]

Dear Mr [redacted] We strive to better our business practices therefore we thank you for your feedback We will send this feedback to our IT DirectorRegards,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 there was internal failure in the compressor This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor This failure occurred from a lack of proper routine maintenance.In addition to that, based on the picture we received from the technician, it stated that the unit had a hard start kit, which shows that the issue was only temporarily resolved.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 If you would like to further dispute this claim, you can submit your proper routine maintenance to [email protected] for review If the records show the unit has been properly and routinely maintained, we would adjust the outcome of the claim accordingly; and then follow up with you.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW