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] Our goal is provide all of our customers with outstanding service at all timesHowever, it appears that you would like to cancel your policy for a full refundWe have sent you an email outlining the terms in which we will provide the refund of the full amount paid for the policyUnder the terms of the policy, section L, 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 UsWe will honor your request for a full refundPlease 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] , 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] Your first claim was filed on August 4, 2016 and the effective date of your policy was August 9, 2016, which is why the claim was considered a preexisting condition. The policy at CHW states in section Letter A, Number 3 that all systems and components are in place and in proper working order on the effective date of this home warranty contract. After an explanation of the terms and conditions of the policy was provided to you, you made a decision to cancel the policy. CHW agreed to cancel the policy in accordance to section Letter L, cancellations, which provided you with a refund in the amount of $279.58. As a goodwill gesture, CHW is willing to offer you $145.42 which is the remainder of the balance of the $425.00 initially paid for the policy. This doesn’t include the $60.00 that CHW paid to a technician regarding a claim for an Air Conditioning system that was placed on 8/9/16. If you would like to have this refunded, please reach out to the 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

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 [redacted] Upon review of your claim it has been noted that the claim was processed in accordance with the policy, section Letter D, number in which repairs of baskets and strainers are not coveredHowever, in a good will effort we would like to offer you a free Service Call in which you would not have responsibility for the $service call feeIf you would like to take advantage of this 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] ***, 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 properlyThere were three parts of the unit that failed as a result of a power surge which isn’t covered according to the policy, section Letter F, Number It appears that you were in contact with CHW and you were informed that you may obtain a second opinion at your expense and submit it to CHW for considerationYou were sent an email on 8/23/with this informationThere was also information sent from the Dispute department regarding the arbitration as wellThis email was sent on 8/18/There is no coverage for this claim so there wouldn’t be any monies owed by CHW 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: They called Friday to say they would cover the repairI called today, Wednesday, and appliance repair company states no one has authorized the repair from Choice Home warrantydays have passed since I called with this problem and my dishwasher is still not fixed Regards, [redacted]

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

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] ***

,Reviewing your policy, you did receive an extra month free You purchased your policy on 08/11/and the Contract Term would have begun on 09/11/it should have ended one year later on 09/11/ If you were to receive a free month, we would provide it at the end of the coverage therefore your extra month for one policy would have ended on 10/11/ Due to the fact that you cancelled and did receive a refund of the policy, we are not able to provide any type of coverage for your homes.Thank you,CHW

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 [redacted] , I do see that we had sent out 2 different technicians to your home. The first technician stated that the unit lacked proper maintenance that the unit was leaking due to rust or corrosion. Because that technician documented “PM” on the invoice for you; you requested a different technician and CHW did send out a second technician. We received the second diagnosis and it was confirmed that the unit was rusted and leaking Freon from the coils. This is a lack of proper maintenance as required by the policy. CHW does require that all units be properly maintained by the specifications of the manufacture. Having an inspection of the unit does not clearly show if the unit has been maintained properly. An inspection will show if the unit turns on and off.We did advise you of the following terms of our policy as to why the claim was not covered. Please see below:Section F. Limitations of Liability: 8. We 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.12. We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For 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.Unfortunately, being that you did not pay for the service in advance, you were paying monthly for the service; if you used it or not your payments were monthly. CHW only gives a pro-rated refund to customers that have paid for the policy in yearly terms. I do see that Russ did give you a goodwill gesture of the last payment that you had placed.I do apologize for any frustration that this claim has caused and we are very sorry that you chose to cancel with CHW. We do thank you for your feedback as this is always helpful for our customer service and service providers.Best regards, ate

Dear [redacted] [redacted] We regret to hear your frustration and wishes to cancelPlease see our policy Section Letter L of Cancellations as you are only entitled to a prorated refund: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.If you would like to proceed in cancelling your policy, 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,CHW

Complaint: [redacted] I am rejecting this response because: not correct told the lady the tank was not leaking it was leaking from the drain valve which she said may be covered but if it was tank I would have to pay I understand that but never got a repairman to show up Regards, [redacted]

Dear Mrs [redacted] We do apologize for the inconvenience this may have caused you We have contacted our IT department to remove your information from our do not call or email list Please allow one week your information to processIf you continue to receive solicitations, please forward the email to us at [email protected], so we could revisit the issueRegards,CHW

Complaint: [redacted] Yet to receive any email from the service technician - I check my spam and junk folders every day, no message from [redacted] Quite frankly, I find it ridiculous having to go back & forth on this simple requestI've reached out to both Choice Home and Cumberland services several times for this and I find this to be very poor customer service Regards, **

Complaint: [redacted] I am rejecting this response because when having your sales personal sell your warranty it was not conveyed that appliances will not be replaced only repaired if possibleAs a paralegal I asked specific questions before purchasing the warranty and was assured that if something should happen to an appliance and it could not be repaired that it would be replaced with an item of equal or better valueI was not told, "we will send you the warranty first to read before purchasing as what I have just told you is really an untruth." Paying me what the part and labor would cost does not equal to what a gas range costsPlus I paid $for a service call that only benefits youI realize that I am not your only customer but rest assured if I can stop you from gaining other buyers without real knowledge of what this warranty supports it will be done 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/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

I did not reply to the CHW's reply because they clearly are not taking responsibility for their unethical business practices We are still very unhappy with how they handled our claim, and did everything they could to not cover our claim We believe they should not be allowed to be in business as clearly many of their other customers feel the same way (based on online comments)

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/useragreementPlease note, that Choice Home Warranty did not receive a diagnosis for your water heater and in addition, did not authorize the replacement of your water heaterPer our policy, Section Letter C, Number states “ We will not reimburse for services performed without prior approval ” We did receive a paid invoice for the cleaning of the thermocoupleIf you would like for us to review this claim, please submit the detailed diagnosis to [email protected] We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear [redacted] ***We strive to provide the best customer experience every day to ensure that our customers’ needs are being met, therefore we regret to hear that you had a less than experience and apologize for the inconvenience Your check has been processed and is on schedule to be mailed out on Tuesday November 7, 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