BASS Services

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] 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] ***, 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 the claim it appears as if it as handled in accordance to the policy section Letter F, Number 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”An email has been sent to you on two separate occasions providing you with this informationYou are requesting a report from the technician which is something that CHW wouldn’t provideYou can reach out to the technician that was assigned to the claim in order to obtain this reportCHW will provide you with the outcome of the claim which was done via email on 2/23/and 8/3/On 8/10/an attempt was made to transfer you directly to Tracy and the call was disconnectedAt this time, the claim remains non-covered and you may obtain the information needed to reach the technician that was assigned by calling customer service at ###-###-#### We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear [redacted] ,You did sign up with CHW a month prior to the start date of the policy and you were to ensure that all units were in proper working order If you would like to cancel the policy, please contact the Cancellations Department and they will provide you with a pro-rated refund as per our policy Section LCancellations.I will add a note that you will be calling to cancel.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] Upon review of your claims it appears that the claim was processed in accordance to the policy. Documents sent in to CHW regarding the claim indicate that there was nearly 2 pounds of Freon added to the unit in January which would indicate that there was a leak prior to the start of the effective date of the policy of April 8, 2016. As stated in section Letter A, Number 3, repairs related to known or unknown preexisting conditions are not covered. Additionally, MO99 Freon was used which is not one that is recommended by the manufacturer. In section Letter F, Number 11. We are not responsible for repairs related to inadequacy, lack of capacity, improper installation, mismatched systems, oversized systems, undersized systems, previous repair or design, manufacturer’s defect, and any modification to the system or appliance. 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 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

Complaint: [redacted] I am rejecting this response because: According to this explanation, the home warranty insurance does not cover anythingAny time, you cancel the policy, any claim payment will be deducted as costsWhy should anyone buy a warranty program like this? I was not told about the additional cost of cancellation when I bought this warrantyI was only told that I would be charged a prorated premium, no mention of the administration fee or free month added at the end of the termI was told that the first month was freeI called before days to cancel this program but was told that they would pay my claim which was denied for no reason earlierSince I could not find a valid reason to cancel that dayI had to come up with a reason to cancel at a later timeNow I realize that it was a setup so my cancellation would only occur after days Regards, [redacted] ***

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 Mr [redacted] ,At CHW we provide our customers’ the chance to review the policy before they decied to purchase the policy Our policy is on our website for anyone to view also, once purchased, a customer has days to cancel for a full refund.If the customer does not cancel, we will believe that they have read the important information that was provided to them before the policy start date and if they would like to cancel after the days, CHW will then follow our policy as stated in Section LCancellation We will subtract the amount that we have paid out on claims; we will subtract the amount for the administrative fee of $and provide you with the pro-rated refund for the remaining of the months not usedYour policy began on 6/26/and CHW has paid $in authorized claims You would not have a refund on this policy that has been used for the past months.In reference to the failures that we cover, we will cover failures that are only mechanical and that are listed under included in our policyIf you disagree with the outcome of the claim you are welcome to provide us with a second opinion from a licensed technician Please have them contact us at ###-###-#### and they will be able to speak with our authorization departmentPlease note that if you have the work completed without authorization, you will not be reimbursed for any work done as this is stated in Section CService Calls #3.Lastly, your policy is active, you are able to enter it and view it as always Please go to the customer account center and place the email address on file and place your policy number to access this.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 www.choicehomewarranty.com/useragreement A review of the claim shows that the claim was handled properlyThe compressor of the unit failed due to internal windings shorting to the groundThis is a failure that occurs from the compressor overheating-damaging the internal windings and shorting the compressorThis is not considered wear and tearIn accordance to section Letter A, Number 2, CHW is responsible for repairs related to wear and tearCHW doesn’t require that maintenance records be submitted, however, in an attempt to assist, you are invited to submit the maintenance records to allow your claim to be reviewed in an attempt to receive a more favorable outcomeIt appears that the CHW team has been working with you in order to assist with a resolution of the claimPlease call the customer service team at CHW directly with any questions 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 [redacted] It appears you have reached an agreement with CHW and was offered a goodwill gesture payment towards the replacementCHW is waiting for the paid invoice in order to process a checkPlease submit this information 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] [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, you purchased the Total Plan policy on April 29, Please note that per our policy, Section Letter B of Coverage Period, “Coverage starts days after acceptance of application ” Your coverage starting date was May 29, 2017.A review of the claim shows that it was processed according to the policy You called in May 30, stating that your AC unit was not cooling and the last time it was working properly was May 29, The diagnosis stated that the capacitor failed and the system was low on Freon.These failures would not have occurred in the short lifespan of the policy Our policy states in Section Letter A, Number that all systems and appliances must “in place and in proper working order on the effective date of this home warranty contract ”The outcome of this claim stands as these failures were preexisting before the start of your coverage.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,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

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

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] ,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

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 http://www.choicehomewarranty.com/user_agreement.php Upon review of your policy that began on 11/14/14, we do see that you placed claims with CHW and both we covered as a Goodwill gesture as a customer is not permitted to have work completed without authorization Also, per our policy Section GStates that you understand that if you break the contact with CHW that you will be paying the $administration fee along with any paid claims that we have paid for you We have given you the proper refund based on the policy and we have already given the credit to your credit card that you signed up with This credit was given to you in the amount of $on 5/26/15.I do apologize that you misunderstood our policy as we do state that you can place a claim hours a day and we do have days to dispatch a technician and that technician has hours to contact you to schedule the appointmentSection CSERVICE CALLS: Upon request for service, We will contact an authorized Service Provider within two (2) days during business hours and four (4) days on weekends and holidaysThe authorized Service Provider will contact You to schedule a mutually convenient appointment during business hoursWe will determine what repairs constitute an emergency and will make reasonable efforts to expedite emergency serviceIf You should request Us to perform non-emergency service outside of business hours, You will be responsible for payment of additional fees and/or overtime chargesYou will pay a $trade service call fee (“Service Fee”) per claim or the actual cost, whichever is lessThe Service Fee is for each visit by Our approved Service Provider, except as noted in Section C (5), and is payable to Our approved Service Provider at the time of each visitThe service fee applies to each call dispatched and scheduled, including but not limited to those calls wherein coverage is included, excluded, or deniedThe service fee also applies in the event You fail to be present at a scheduled time, or in the event You cancel a service call at the time a service contractor is in route to your home or at your homeFailure to pay the Service Fee will result in suspension or cancellation of coverage until such time as the proper Service Fee is paidAt that time, coverage may be reinstated; however, the contract period will not be extended.We are very sorry that you were unhappy with the policy and as stated you have been refunded properly.Best regards,CHW

The agreement, which is still being used to sell their product to the consumer, states that they will replace your appliance if they cannot fix itI even went as far as calling their sales department and was told the same exact thing by their sales representative that my fridge would be replaced if they cannot fix it!! I not only do not agree with their $offer which doesn't even cover half of the cost of another fridge but is also deceiving and immoral to have the consumer believe that the appliance would be replaced and it's not ! I did ensuring they asked and they are not upholding their endThis is not acceptable and is terrible how they do their business Complaint: [redacted] I am rejecting this response because: Regards, [redacted] ***

Dear [redacted] ***, Thank you for your feedback We have reached out to the Customer Solutions Department Manager to have a Specialist follow up with you to process your request Please understand that our calls are answered in the order in which they are received and considering that we are in our busy season, you may experience high hold times The best times to reach a Customer Solution Specialist is 9am 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] A review of the claim shows that the claim was processed per the policyBased on the diagnosis received by the technician the claim is not coveredThe unit has a locked up compressor which is caused by overheating and high pressuresThis occurs with a lack of proper routine maintenanceSection Letter F, Number of the policy 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 have indicated that you have had maintenance done several times that were dispatched by CHWCHW doesn’t handle routine maintenanceCHW will assist with the repairs of covered claimsAlthough CHW doesn’t require that maintenance records are submitted, you are invited to submit the maintenance records that you do have to have the non-covered claim reviewedYou can submit this information to [redacted] and be sure to include your claim number on all of the correspondence We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW