BASS Services

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] [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] , 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] ,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

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] ***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

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 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 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] ***, 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 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, **

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] 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]

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] ***

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 Y [redacted] ***,Please view our policy that states in Section FLimitations of Liability #that CHW will offer a cash payment in the amount of the average cost between parts and labor of the covered repairThis is the amount that we had provided to you on the previous claim Also please see section Fthat states that we have the right to offer cash payment in lieu of repair or replacement This means that we pay you the amount for the parts and the labor, which we did instead of the repair or replacementWe did pay you for the part and that is what our agreement was with you at that time and it is per our terms and conditions of this policy.The payment of the part was the outcome and you were to use those funds toward a new unit.CHW will not be able to provide you with a covered claim since we have already paid for this unit on the first claim.We do regret the confusion on this claim and if there are any other concerns, please feel free to contact our office and speak to our customer service that will be able to explain and help you furtherThank 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 policies show that a check in the amount of $to assist with the payment of the non-covered claim for the water heater has been mailedAlso, I have requested that a call be placed to you to cancel the policies per your requestIn accordance to the policy section Letter L, Number 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 CHW We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

If you go online to our website, we have our policy under user agreement You or anyone can view the policy before you purchase it and you also have days prior to the start date of the policy to review the exclusions and coverage As stated before, our policy doesn't cover the actual tanks Also, your unit failed within a short time of having the policy that it was said that the unit could not have come into the policy in proper working order.If you would like to cancel the policy with CHW, please review our cancellation process As a courtesy, you can call us and we can cancel the policy for you over the phone, you do not have to write a letter to us Section LCancellations 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.Thank you,CHW