BASS Services

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 policy states in Section Letter F, Number 1, CHW is not responsible for any “ known or unknown pre-existing conditions.” Therefore any pre-existing issues unbeknownst to you, would not be coveredThe outcome of this claim standsAs previously stated, we have offered $towards the non-covered claim To accept this offer, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST.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 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] We do regret your frustration and have reported the issue to our IT department If for any reason you still receive the emails in a week, please forward them to us at [redacted] Once we remove the email, there should not be another email and if there is, we will investigateThank you, CHW

[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

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 [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

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 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: How can you not be responsible for techsthat you allow to represent your company?I am not where interested in free service charges.One month for a repair on a machine, which I had to take on the responsible of getting the job done on my on, not acceptable Regards, [redacted] ***

It is completely untrue for the following reasons:They have no proof that the Air Conditioning was not maintainedWe bought the property September last year and bought the Warranty on the same MonthThey have no record that is not maintained once after we paid for the warranty the Unit has the Air Filter changed every monthWe hired a Manager to specially changed the air filterAir Conditioning Maintenance is recommended every to Months and since we bought the Warranty no months has passedChoice Home Warranty that we bought stated clearly on their article A- COVERAGE: "When it become inoperative due to wear and tear"by their own sent third party HVAC company stated on their Technical Report sent to us that: "They do not know why the Compressor broken down but one reason could the Age of IT"Choice Home Warranty promises to cover by replacing:Broken Compressor and even replace the whole unit if it recommended!We hire a second option HVAC Company and their report suggested the Unit to be replaced by a new one once the compressor broke down by its ageThe Unit was installed in and had worked fined until its compressor broken down this past January!We have HVAC Companies Report that we will be glad to send to Revdex.com to prove that their declined reason is COMPLETELY FALSE! The problem with Home Choice Warranty they do not honor their own contract and use argument to not pay for any claimAll my claims have been denied like this with just lies and unjustified and unprofessional explanations!We have also filed complained with the Attorney General of Arizona and of New JerseyWe want to keep the complained open until they can proof that two HVAC Companies Report were wrong!

Dear [redacted] ,We regret to hear your frustration Please be advised that our policy states in Section Letter F, Number 16, that “We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost ”Our SrClaims Specialist offered you funds towards a new dishwasher in the amount of $ You accepted this offer We strive to provide the best customer experience, therefore as a goodwill gesture, we will offer you an additional $making the total $300.00To accept this offer, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,

Dear [redacted] *** After further review, CHW has contacted the technician who installed your garbage disposal – they will return to your home to make the repair Please contact them at [redacted] ###-###-#### to schedule an appointment as soon as possible Please note, there will be no service call fee charge on this claimRegards, CHW

Dear [redacted] [redacted] , We regret to hear your frustrationAlthough you are not entitled to a full refund per our policy Section Letter L of Cancellations, CHW will honor your request and issue you $to make your refund full CHW has submitted this request and will process your refund.Please be advised that the 1st $was already processed via check on 10/3/at 8:39am, therefore you would receive a 2nd check of $via checkRegards,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 policy, we do see that your payments are past due in the amount of $for one months payment In order for CHW to provide service for a claim, a payment must be made CHW does give our customers the benefit and we do wait a few weeks before we cancel the policy for non-payment.We do regret your frustration however, in order to proceed with your claim you would have to provide payment to the company.Sincerely,CHW

Dear [redacted] ***We received and reviewed your paid invoice that you received from the technicianThe fee that the technician charged you was to “pull out toilet” Our policy states in Section Letter D, Number 8, CHW does not cover the “Cost to locate, access or install ground level clean out.” Therefore it would be non-covered.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/useragreementWe do regret your frustration; however CHW is in full compliance with the terms and conditions of our policyA review of the claim shows that it was processed according to the policyThe diagnosis that was received stated that your sealed system was missing 1lb out of 3lbs of Freon When the system is not properly and routinely serviced by a qualified technician, debris builds up on the unit, causing excessive pressure and degrades the composition of the coils, resulting in Freon leaksPer our policy, Section Letter F, Number of the policy states that we do not cover failures caused by a lack of proper routine maintenance Our SrClaims Specialist advised you about the outcome of the claim, in which you were not satisfied and requested to cancelWe are glad to see that after speaking with our Customer Solutions Department, you have opted to keep your policy active 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 policy that began with us on 2/5/16, your claim that you placed for your heating system was on 2/9/ The technician that diagnosed your system explained to our inside technicians that both of the units that you have had a leak, the time it would take for the area that the Freon to leak out takes longer than days to occur The Freon itself could have leaked out of the unit if the area that it leaked out of was large enough but the area that it leaked out of could not have developed within the timeframe of the policy.Per our policy Section A#states that all units must come into this policy in proper working order It also states in Section FLimitations of Liability #that we do not cover any known or unknown pre-existing issues.We did offer you goodwill at the time to assist with the leak test but you chose to cancel your policySince you cancelled your policy, we do see that as a goodwill gesture we provided back to you the current months rate that you paid for the policy $ We do regret the frustration that you encountered with the claim however; CHW is in full compliance with the terms and conditions of our policyBest regards,CHW

As indicated previously, CHW would like for all customers to be happy and to work with themRecords indicate that a $goodwill payment was offered to assist with the repairsCHW is currently for approval to release the fundsPlease feel free to call the CHW customer service team at ###-###-#### once you have reached a decision Regards, CHW

CHW apologizes if you have received inconsistent informationThe information is documented in great detail in the policyA link has been provided in the previous message as well as a policy emailed and being available onlineThe information contained there includes all covered and non-covered portions of the policySection C indicates that all customers are subjected to a service call fee when a technician comes to the homeThis fee is collected by the technician and not paid to CHWHowever, in the interest of customer service, a free service call fee has been added to your policyRegards, CHW