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 we do see that CHW has not covered the claim for the Air Conditioning system per our policy, Section FLimitations of Liability # CHW requires all units be properly maintained as per the manufactures specifications This unit showed a lack of proper routine maintenance as there was an internal failure on the compressor which was caused from the excess overheating inside the compressor.If you have any documents showing routine maintenance was completed on your unit, please send them to [redacted] and our authorizations department will be more than happy to review your claim.Thank you,CHW

In response to your letter dated 6/18/I have read the comments made by Choice Home Warranty and I strongly disagree with their stanceThey claim that they covered claims for my Garbage Disposal and washer which costs were minimalHowever, when my A/C unit had an issue and needed to be replaced they didn’t want to cover it because it had rustWhen the service technician came and inspected the unit it had some surface rust but was not badIn fact in most A/C units there is surface rust because it has water running through it and it sweats or has condensation as some pointI feel because this was a high dollar item that Choice Home Warranty didn’t want to cover itThey did not have any problem taking my money each month and would of continued if there weren’t any issuesThe whole purpose of a appliance warranty is in case you have an issue it can be repaired or replacedI feel that at a minimum Choice Home Warranty should of offered to pay some portion of the replacement if they could not repair itInstead, I was given a run around and was without air for about a week and a halfI want to make sure that no one else has to go through what I have had to

[redacted] We do see that the first issue was the control board after the technician replaced the part for that issue; the drive motor was burned out This is considered to be a secondary damage which was caused by the control board that sent a surge to the motor and caused it to short Per our policy, Section F#19, CHW does not cover secondary damages.We do regret that you disagree with the outcome of the claim however your policy has been cancelled, our offer to you in a good faith effort to resolve this matter, we are offering you a refund of the one month’s payment in the amount of $40.00.If you would like to accept this offer, please contact us at ###-###-####.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 handled properlyWhen the claim was placed it was advised that the water softener was constantly draining and leakingThe technician came and provided a diagnosis that there was a calcium build up, which is a lack of proper routine maintenance as the buildup wouldn’t have been thereSection Letter F, Number of the CHW policy indicates that CHW is not responsible for repairs related to lack of proper routine maintenanceIn the interest of customer service, CHW sent a technician to provide a second opinion and the leak was detected from the tankCHW doesn’t cover leaks nor holding tanks CHW doesn’t want to lose valued customers, however, you have submitted a request to cancel the policy and the cancellation team is due to reach out to you todayShould you have any questions, please call the CHW customer service team directly 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: This is not a resolution and definitely not your policy Your definition of "Your Policy" is to Deny an honest claimYour company sent out a general contractor and NOT a HVAC licensed individual and even himself said it was a compressor due to age but then he tried to rig it as a temporary fix until he reported back to you I had a reputable licensed HVAC company come out and PRIOR to his diagnosis he must undo the rigging your tech did Upon his findings, again it was the compressor but since the compressor cost was substantial vs a new unit I went with a new furnace and a/c unit This was the reasoning for my decision to acquire a home warranty in the first place however I didn't realize your company was so Dishonest I have spent for a new unit plus the I paid you to cover things like this I am consulting with an attorney to take this to small claims court, so unless you can determine an honest, reasonable resolution then will proceed with his advice Your company is the most unorganized company I have ever dealt with I received an email a few days ago to contact them regarding my claim, I did so today and after holding for minutes I got ANOTHER rude lady I literally laughed when she said " we have decided to move forward with your claim, do you even know what is going on within your corporation? Regards, [redacted]

CHW was able to base the determination based upon the information received from our technician and your technicianThe outdoor fan motor was not working properlyThe burnt items still have an impactSurges are not covered and neither is secondary damages that resulted from the surge 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/useragreementUpon review of your claim, we do see that the AC system was not covered per our policy Section FLimitations of Liability # It was explained to us that the compressor was found with open windings which continued to trip the breaker This develops with an internal failure due to excessive overheating When a unit is not properly and routinely serviced by a licensed technician, the unit will overheat and develop failures such as these.Our policy does allow you to provide us with routine maintenance records as it states below:“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 routine 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 replacementIn the event a claim is denied, and a customer seeks to have CHW review that denial, CHW has the right to request routine maintenance records in reviewing its decision.”If you would like to provide the records of routine maintenance records to us please send them to [email protected] and our authorization department will review them for a more favorable outcome.Please note our policy Section C #that states that if you repair or replace the unit without authorization from CHW, we will not provide any type of funding towards the claim.“ We will not reimburse for services performed without prior approval.”We do regret your frustration however, CHW is in full compliance with the terms and conditions of our policy.Regards,Choice Home Warranty

Dear Leslie [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 claim, we do see that you have spoken with one of our customer service reps today 8/4/and they did advise you that we have been reaching out to the technician for his assistance however we were able to reach him today and he will be going back to your home for pictures We do hope that you do allow them to come back as it states in the claim, you were apprehensive in doing so.As a goodwill gesture, we have added a onetime free service call fee to your policy to assist on any future claims We do hope that this issue does get resolved Regards, CHW

Dear Mr [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 policy This was a partially covered claim The diagnosis that we received states that the condenser fan motor, pressure switch and compressor failed The failure of the condenser fan motor and the pressure switch caused excessive pressure on the compressor, which caused the compressor to have an internal failureThis is what made the failure secondary While we did cover the condenser fan motor and the pressure switch, per our policy, Section Letter F, Number 19, we do not cover failures caused by “ secondary damages” This is the reason why the compressor portion of your claim was not covered.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: Just because you have a lot of Legal Jargon to prevent you from having to cover anything does not mean you are an honest companyI am still shocked at the lack of "Warranty" your company offersI will never do business with you again and for all my rentals they have or will be moved to a much better company that takes pride in helping the customer and not finding every single loop holeUntil fully paid I will not accept any rationalization on Choice's Legal endI would have never left my existing company had I know Choice was this wayI confirmed before I agreed that my house would be fully covered from day Sorry your company can't live up to the standards your sales people advertiseNo need for a response because all you are doing is sounding like a legal jargon broken record and anyone that reads this will realize you may be legally covered with of the contract but common sense says you are dodging doing your job which is to warranty when something breaks on your watch Regards, [redacted]

Dear Choice Home Warrantee,We declined your offer of $because the 410A compressor unit your service technician specified due to new federal guidelines was incompatible with our interior heat pump coils (R22) and that both units needed to be replaced at an estimated cost of about $Your technician told us he was unwilling to replace just the 410A compressor because it would only cause further problems within a year but was instructed to “do it anyway”.Your customer service representative told us that you denied our claim to repair the unit because of improper maintenanceWe have had the unit inspected and serviced for the last two years before we signed the service agreement with Choice Home Warrantee, and have the receipts to prove itAfter having told this to your customer service representative on a follcall, we were then told us that you now denied our claim due to an accumulation of mulch around its baseYour service technician took pictures of the unit, as did weThe mulch in no way blocked any vents or covered electrical connections to the unitWe were also told that upon accepting your offer, we would need to cancel our policy and sign a release from further action.We have since had the unit repaired by a qualified HVAC companyWe request you refund the cost to repair the unit of $Should you decline, we will have no other recourse to than to seek legal action through the class action suit being filed against your companyIt is certainly worth declining your offer of $to ensure that we help other consumers avoid doing business with this disreputable company

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/useragreementIn review of your policy, it shows that you purchased your policy on May 9, and it became effective on May 12, 2017.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 drum was out of shape A failure like this would not occur in the short lifespan of your policy, as you stated the last time the system was working was May 11, 2017.Per our policy, Section Letter A, Number 3, units must be “ in place and in proper working order on the effective date of this home warranty contract.”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 we offered you funds in the amount of $to assist you on the non-covered claim You declined this offer and requested to cancel your policyYou spoke with our Customer Solutions Specialist who offered $of goodwill funds and also two months free You declined that offer as you insisted cancelling your policyPer your request your policy has been cancelled as of May 16, 2017.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted] [redacted] ,We regret to hear your frustration Please be advised that we received a Chargeback Dispute back on 9/7/ In order for CHW to move forward, please contact your bank or retrieve your bank statement showing that the dispute case was settled and your bank returned your funds to CHW 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] Our records indicate that we have been working together to have this issue resolvedWe look forward to having an opportunity to continue to meet your needs 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/useragreement.We do understand that you have reviewed the policy’s terms and where it shows that although rust and corrosion may be part of a failure, it is excluded from our policy.We do not want to lose you as a customer however we are not able to change the terms and conditions of the policy.Please contact our Cancellation Department at ###-###-#### if you chose to cancel your policy.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,Choice Home Warranty

Dear [redacted] We regret your frustration, however, please understand this is a non-covered claim The $was only to assist you on the non-covered claim We do value your business, therefore, we have added a onetime free service call for your next claim Regards,CHW

Complaint: [redacted] I am rejecting this response only because it contains historical information: THE CHW office manager (***) and others in customer servce stated to me that they DID NOT process the check in April and May as they originally thought and the promised an expedited check After the Revdex.com was contacted they changed their story to say the check must have been lost in the mail This time I have a check number and alleged mail date and hope it arrives 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 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 agreed to get the leak test.Based on the results and pictures from the leak test it was confirmed that dirt and debris contributed to the coil which then became brittle and leak Dirt and debris being left on the coil, was from a lack of proper 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...”If you would like to further dispute this claim, you can submit your proof of proper routine maintenance records to [email protected] for review Should the records show that the system had been properly and routinely maintained, we would adjust the outcome of the claim accordingly.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 our web site at [redacted] Upon review of your heating claim, it states in the initial claim that the last time you had the unit serviced was “a couple of years ago.” The technician confirmed this to be true due to his diagnosis of the unit He stated it had a bad control board, the control is not sending power to the gas valves or anywhere else within the unit He stated the inducer motor is not coming on and the cap motor is bad.This claim is not a covered claim due to the fact that you had not had previous maintenance on the unit and this is the first time you had turned the unit on this season You had not checked to see if the unit was in proper working order the start date of the policy CHW requires all units to be in proper working order on the start date of the policy as well have the unit properly routinely maintainedPlease see our policy Section ACoverage #as well as Section FLimitations of Liability #Are in place and in proper working order on the effective date of this home warranty contractThis contract does not cover any known or unknown pre-existing conditionsIt is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or componentsThis contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,square feet, unless an alternative dwelling type (i.eabove 5,square feet or multi-unit home) is applied, and appropriate fee is paidCoverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homesThis contract describes the basic coverage and options availableCoverage is subject to limitations and conditions specified in this contractPlease read your contract carefullyNOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warrantyWe 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.Per our cancellation section Lin our policy, if you would like to cancel the policy, you would be given a pro-rated refund of the policy and charged an administrative fee for cancelling of $Please see below: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 with these claims however CHW is in full compliance with the terms and conditions of our policyRespectfully,CHW

Complaint: [redacted] I am rejecting this response because: The timeline of events is not accurate An appointment with a technician was not originally made for at least days, following my original claim The time it took to actually make the appointment, was between myself and the technician His choice to cancel and not notify me until he was hours late for our appointment, is also not directly the fault of CHW However, your reluctance to escalate the issue and to find me another technician is your fault I filed an additional claim on that Friday and I did not hear back from CHW until almost Wednesday The icemaker has zero to do with my complaint to the Revdex.com either If it isn't covered, then it isn't covered Additionally, why bother transferring policies, if you cannot refund the policy to the CURRENT owner of the policy? If I have a problem, and I am not satisfied with how my claim was handled due to the fact that is was outside of your own parameters, then I should reserve the right the cancel and I should be refunded Not the original owner of the policy who has nothing to do with our business any longer It is a loop hole you have installed, that further makes your company look shady and less than honest Regards, [redacted]