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 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 out of Freon and it was leaking at the condenser coil Also, there was a leak in the evaporator coil at the base of the coil where the cap tubes enter the coil It was also reported that both coils were completely rusted All of these failures occurred before the policy coverage date started.Please note, that the service call fee charged was $even though your service call fee is $ The leak test, which you authorized the technician to complete was $ Per our policy, Section Letter D, Number 4, CHW is does not cover “ Leak detections ”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not in agreeance with We strive to provide the best customer experience, therefore we advised that we would re-review the claim based on the home inspection report; you agreed.We received your home inspection report that stated the unit could not be tested due to low ambient temperatures This report confirmed that the unit was not in place or proper working order on the coverage start dateAt this time, the outcome of this claim standsWe regret to hear your wish to cancel If you would like to cancel your policy, please contact our Customer Solutions Department 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

Dear [redacted] We regret to hear your frustration and dissatisfaction with CHWPlease be advised that you created two policies online: one for a monthly fee of $and the other was an annual policy at $ Therefore, the authorizations were given by you CHW would not be responsible for your bank feesDue to the confusion, you requested that the policies be cancelled and receive a full refund We have cancelled your policies and are currently processing your full refund in the amount of $and $485.00.If you have any further questions or concerns, 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 appears that your policy was handled in accordance to the terms outlined in section F, Number 1, CHW is not responsible for repairs due to rust and corrosion We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policyAdditionally, secondary damages are not covered Regards, CHW

I am rejecting this response because:Please note that my microwave and oven is a combination unit that is operated by the same key pad (see below in attachment) My unit it practically new and the EXACT same unit is presently being sold by Lowes at a discounted price of $3, As stated, in CHW response referring to their home service agreement Section Letter F, Number has NO bearing on issues with my key pad What is “Secondary damage”? According to CHW Contract warranty booklet Section Letter D Number and built in microwaves and oven including ALL components and parts are covered In addition, although I made SEVERAL requests for a written decision, CHW DID NOT forward me a written decision on my microwave until Monday, August 17, at 12:28pm (see below in attachment) After, I wrote to the Revdex.comIn addition, CHW has NOT provided a written explanation for denying repair work to my air conditioner unit.As of today, CHW did refund me in the amount of $348.33, which is $short of my full refund I am requesting that the $be refunded immediately since CHW refused to live up to their written agreement

Dear [redacted] ***, Thank you for your feedback, we regret to hear your frustrationOver 85% of our claims are approved as we cover the mechanical failures due to wear and tear based on our policyChoice Home Warranty advertises the highlights of what we cover, however, our policy is located on our website at www.choicehomewarranty.com for public viewing We strive to provide the best customer experience, therefore we would like to provide you a one-time free service call fee for your next claimTo accept this offer please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm ESTRegards, CHW

Complaint: [redacted] I am rejecting this response because: the unit was running fine up until the day it failedThe fan was replaced and the fan did not failThe clip providing power was badThe fan itself is fineAnother miss diagnosed issue from CHW Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: The technician did not check the dryer's thermostat or the drum when told it makes a thumping soundhe stated the rollers could be worn out but didn't do anything about it All he did was take off the vent connection between the wall and dryer, and state the venting was not up to requirements which is not trueThis house was new when I bought it and was up to code in all aspects He stated the vent was clogged, another lie, he didn't check it upstairs or go under the house to check it(my neighbor also verified there was no clog in the vent after checking under the house.) I have a vacuum with a long crevice tool attachment, which also proved the vent was not clogged I did not call for my vent to be checked, I wanted my dryer checked out, I had a very similar problem in the past and it was the thermostat After being told my drum rollers could be worn out, the technician STILL DID NOT check the dryer Like in the past I am still able to use the dryer on a low setting I am very disappointed with the service I have received from the technician sent to my home from [redacted] , and I ask that he not be allowed to return as I would not be comfortable with him repairing anything of mine From my past experience with an over heating dryer, it costs more to repair it then to replace it, therefore I am asking that the dryer be replaced instead of another non productive visit which will avoid being put through any more stress Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: Sigh! Its a pity where you had fine prints for everything happened in past year and every time I ended up spending money to your contractors or some outside contractors for EVERYTHING! All I am asking is just fully refund me since I didn't get any service this year from you because of your fine prints I understand you want to protect your business and make money so all of you can get paid which is OK just refund mine so I can go back to American Home Shield Also your sales people need to say that CHW is not peace of mind it will take away your peace of mind since you guys behave like a routing center where you route calls and let customers pay for service charge and yearly feels I am So So So glad that I didnt bought into crazy talk with your sales guys who was trying to sell me years of service If you want to call me you can I am not going to wait on the call for minutes 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 we do see that you disagree with the terms of our policy and since we do not provide coverage for issues that are pre-existing to the policy start dateWe expect all units to be in proper working order upon the start date of the policyThis part takes time to fail and our inside technical staff stated that this part could not fail within the amount of time you have had our policy.We are willing to provide you with the full refund of the paid policy however in order for us to do this we would need for you to contact us and we would provide you with a release agreement Once you have signed this agreement and send it back to us, we will then provide the payment back to you for the full amount of the policy.We do not want you to feel as though you are stuck with a company that you disagree with the policy therefore we are offering this to you as a resolution.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: Now I'm faced with paying full price for a repair service for which I purchased a warranty forI'm also unwilling to sign any release documents 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 policyThe diagnosis that was received stated that the evaporator coil was frozen due to the coil being impacted with debris and dirt This was caused by a lack of routine maintenance Per our policy, Section Letter F, Number 12, we do not cover failures that result from a lack to “perform or routine maintenance.” Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you did not agree with therefore you opted to hire your own technician for a second opinionCHW received a paid invoice from your technician which stated that the unit was low on Freon and the system needed to be changed Please note, that the system running a Freon leak, shows a lack of proper routine maintenance as it would have been addressed during a service maintenanceThe outcome of this claim stands If you would like to further dispute this claim, kindly submit the proof of proper routine maintenance records to [email protected] We strive to provide the best customer experience, therefore we offered you goodwill funds $to assist you on this non covered claim If you would like to accept this offer, please contact us directly at ###-###-####, Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-9:30pm ESTWe 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 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 see that the technician did advise us that the unit was in poor shapeCHW has no reason to send a different technician out to your home however you are more than welcome to provide your own second opinion to us and we will review the diagnosisWe ask that you do not have the unit repaired before CHW provides authorization otherwise we will not be able to provide any funds to you if the claim is covered We do see that CHW offered to provide you with a full refundIf you would like the full refund, kindly send back the form and we will provide that to you We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy Regards, CHW

Dear Mrs [redacted] ,We do regret your frustration with the outcome of the claim that you placed for the AC SystemYou stated that the unit had debris build up due to the weatherHowever, the weather did not cause the leak in the system When you place a claim, the technician will come to your home to diagnose for that specific issue that you state is happening to the unit On 11/12/15, you stated online that your unit was leaking waterPer our policy, Section DCoverage #states that we do not cover units that leak water We did try to reach out to you to advise you of this however we received your voice mail CHW did send a technician to your home to diagnose the system Upon diagnosis it was stated that the unit was low on Freon lbsThe tech also stated that the service valve was looseAfter performing a nitrogen leak test, he did find a leak at the valves but he stated that by tightening the service valves would fix the system.You then placed a claim on 4/4/stating that the system was not cooling, after dispatch of the technician, he stated that the unit was low lbs of Freon and did find a leak in the unitThe unit had debris built up and that caused the unit to fail You stated that the buildup of debris was due to the weather If that is factual this would not be a covered part of the policy because we don’t cover acts of God Section F, #but it all leads back to maintenance If you had poor weather, that is bad enough to add that amount of debris to a unit that would make it stop working, a technician should have come sooner for the maintenance.We understand the reason that you cancelled your policy was because you were upset with the outcome of the claim however because you cancelled your policy we are not able to provide you with a goodwill gesture of the funds you have requested This claim was not covered per the terms of the policy Also, cancelling the policy, per Section Lcancellations CHW is owed a percentage of the amount that we paid for the claims that you had placed and covered by our company CHW did not charge you for that amount nor did we charge you the administrative fee CHW offered you back the service call fee that you paid the technician since we did not cover the claim We do regret the frustration however we are unable to provide coverage for a claim that would not be covered for a policy that is no longer 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 [redacted] upon review of your claim it appears that your claim was covered in accordance to the policy section Letter D, Number in which CHW is not responsible for repairs related to hot water tanks 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: I am rejecting this due to statements made to me by the technician that came out to see the problem After his review he indicated there should be no problem in Choice warranty approving the work as there was not anything I could have done to prevent this He talked to Choice Warranty multiple time trying to get them to understand while there was a short it was not due to a heat build up The technician is emphatic that the problem was not due to the unit getting hot The tech also stated he heard the Choice warranty rep say he was going to find a way not to approve this claim I find this is a poor way to do business If you would like a statement from the the local rep I will get one for you The local tech again stated the problem was a broken component not heat I did in fact cancel the contract How can anyone continue to do business wraith a company that does business in this manner Thank you Regards, [redacted]

[redacted] ,Once you signed up with CHW you automatically receive an email that welcomes you to the company, you then receive a hard copy in the mail If all fails you can view the policy by going into the customer portal where you placed your claims and could view it there.We see that you had paid payments in the amount of $111.56, one payment was taken on the day that you signed up with us and the second was taken a month later You did not pay the total amount due for the policy which was $ CHW paid $in claims for your policy and therefore when you cancelled you are charged an administrative fee of $and any paid claimsSince the total amount paid to us was $223.12, your refund was $that we did provide you with on 2/29/16.We do regret your frustration and wish you the best with your future home warranty needs.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 your claim shows that the claim was processed in accordance with the policyBased on the diagnosis received from the technician there is a leak in the evaporator coil that is leaking Freon, the condensing fan motor is pulling high amperage when running and overheatingThese are mechanical failures that take time to occur and wouldn’t occur in such a short span of the policyAs such they are considered preexistingSection Letter F, Number of the policy indicates that CHW is not responsible for repairs related to known or unknown preexisting conditionsThe claim was placed on 9/23/and the effective date of the policy is 8/27/ As a goodwill gesture, CHW offered to cover the motor and your out of pocket costs would be $and this offer was declinedCHW also offered to provide a goodwill payment in the amount of $and it was declinedIt appears that CHW is currently reviewing the information requested related to the partPlease call the customer service team at CHW in the event you have questions at ###-###-#### We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

After evaluation it was determined that the leak provided in the additional diagnosis is the same leak that was located with the initial claimCHW has also offered a good will gesture to assist with the claim of $which was deniedAt this time, the claim remains a non-covered claim due to our policy section Letter F, Number 12, lack of maintenanceHowever, the goodwill gesture of $still standsIn the event you would like to take advantage of this please call our customer service team at ###-###-####.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 [redacted] Upon review of your claim it appears that it was processed in accordance to the policy section Letter F, Number in which CHW is not responsible for repairs related to known or unknown preexisting conditionsBased on the diagnosis received from the technician it was determined that the failures that occurred with the unit wouldn’t occur in such a short amount of time from the effective date of the policyThe policy was effective on July 19, and the claim placed on 8/1/There were major failures that develop over timeAdditionally, in order for reviews to be completed on claims, the policy needs to be an existing policy and when an attempt was made to submit a second opinion, the policy was no longer active with CHW We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

I am rejecting this response because: The last technician that came out never told me there was a gasket issue, in fact he said the seal was OK We talked about the gasket extensively and again her said the gasket was not an issue; he told me he was going to submit the computer board be replaced I thanked him for his diagnosis and he leftThe following day I hear from CHW that the issue he reported was a gasket issue I called the technician and questioned his submittal and asked him why he did not tell me the gasket was an issue when we talked He told me he forgot to tell me about the gasket, which I know is a lie because I have a witness who heard him say the gasket was not an issueThis is why I know now CHW asked him to submit gasket so they will not have to cover the repair CHW runs a SCAM and makes their technicians submit issues that the do not cover I know what the technician originally told me and I have a witness that heard him But to keep CHW as a provider he changes his story the the consumer is the one that suffers..again Regards, [redacted]