BASS Services

Dear [redacted] ,Please be advised per our records, we do not have you as the policy holder for this account Please have the policy holder contact our Senior Claims Specialist directly at ###-###-#### if they would like to address any concerns.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 purchaseIt may also be found on www.choicehomewarranty.com/useragreementA review of the claim shows that it was processed according to the policy The diagnosis that was received stated that your heating system was low on Freon due to a leak Per our policy, Section Letter D, Number states that we do not cover for “leak detections.” You understood this as you paid the technician for the leak detection The technician performed the leak detection and found that there was a leak on the outdoor coil and on the u bends In addition to the diagnosis, the technician also submitted pictures of the unit The pictures showed that the u-bends were rusted and corroded, which was what caused the leak Per our policy Section Letter F, Number and 8, we do not cover failures due to rust and/or corrosion Even if the rust or corrosion was of wear and tear, our policy specifically does not cover this failure.Choice Home Warranty did inform the outcome of this claim, in which you were not in agreeance We stated that you are welcome to get a second opinion and per your request for the pictures, we advised you to contact the technician directly for a copy We strive to provide the best customer experience so we reached out to the technician on your behalf to request that they send you a copy of the pictures The technician agreed; so we advised you that the technician would send you a copy of the pictures.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: The repair of the shadder valve was covered by Choice Home Warranty, however, I have a work order that shows I paid the contractor out of pocket for doing a leak search, vacuuming the system, and filling the system with freonAs a consumer who is not in the HVAC field, how is one to know the work conducted by your contractor on 5/2/is not sufficient to warrant coverage of the repair conducted on 7/17/2017, which occurred less than days after being serviced by HVAC and Appliance Express? Does Choice Home Warranty not stand behind work done by their contractors? Regards, [redacted]

[redacted] ***,We understand your frustration however any unit that is missing parts, or has dirt and debris is something that we would not cover due to a lack of maintenance and secondary damagesIf you do not have the cap, as you stated dirt and debris can get inside This can cause the unit to failYou are welcome to provide us with a second opinion or provide us with routine maintenance for the one unit however the second unit would not be covered without providing us with a different diagnosis for the claim.We would like to offer you a goodwill gesture in the amount of $to assist with this claimIf you would like to accept the offer please contact us at ###-###-#### and we will authorize the funds for you.Thank you.CHW

The subject Complaint has been resolved satisfactorilyPlease see the attachment Thank you very much for your assistance

Dear [redacted] ,Upon review of your claim, we did offer to assist you with the claim as a goodwill gesture had you signed the agreement. If you would like a full refund of the paid policy, we will do so however you must sign an agreement for this as well. CHW’s policy states that if a customer wants to cancel the policy pre-maturely you would be responsible for an administrative fee of $50 as well as any claims paid and provided back the months of non-use. According to Section L. Cancellation you do not have a refund as of today 7/29/16. If you would like the refund, please contact us and we will provide you with the refund however we would have to have a release agreement signed since we are providing you with goodwill.Thank you,CHW

Dear [redacted] ***,Your original complaint stated that CHW will not reimburse you for the repair that you had completed on your unit Our policy clearly states that we will not provide funds towards customers that do not have authorization for their claims.The “estimate” that you did provide us with, we explained will not be a covered claim under our policyWe do regret your frustration however CHW is in compliance with our terms of our policy.Thank you,CHW

Complaint: [redacted] I am rejecting this response because:I have fix the issue by my self, it because the shaby work the contractor did, they didn't restore the valve tightly But I am very dispoint on your attitude by not protecting your customer from contractor, just want to put it in a new caseMy another request is refund $not fulfilled Since the remove the toilet is the neccesary step to fix the pipeline congestion I have to pay on that time because the contracter is waiting the site, I have no choice When you sell your policy, you make a lot nice promise, but hide some many tricks in your policyYour ads and promo always says you put customer satisfaction on the 1st place Now, I tell you I don't satisfied on your service If you want price your policy in a higher price or any surcharges, please note it clearly IN ADVANCE!!! Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because:I have already responded to this message, but I will respond again.I have NOT received a check and WILL NOT remove this complaint until this alleged check is receivedMy original response to the e-mail was submitted in the allotted time frame

We do regret that a technician would state anything negative about our company; we will contact the technician to provide this information You stated that you had a second opinion however we do not have anything different as to why the unit failed besides the fact that the unit lacked proper routine maintenanceIn reference to the technician himself being licensed, CHW hired EDR Air Conditioning which is a legitimate company; we cannot advise them who they can hire If you believe that the person that came to your home was not a licensed technician, we will look into this matter however we do not have a second opinion from you as you stated.Kindly have your technician contact our inside technical staff to provide their opinion along with routine maintenance records and we will be able to review the claim Please send the routine maintenance records to [email protected] Thank you,CHW

Complaint: [redacted] I am rejecting this response because: it only reiterated the contract language They provide no response regarding misrepresentation by the sales rep when they sold me the product As stated in my original complaint, the sales rep assured me that my very high end appliances replacement value would be covered The company does not address this issue in which the sales person misrepresented the contract just to make the sale The consumer needs to be aware of these deceptive practices Especially when the company even on this circumstance will not address this issue They clearly are attempting to dodge the issue by referring back to legal language in a contract rather than admitting the misrepresentation and trying to correct their wrong doing Regards, [redacted] ***

Dear [redacted] In a recent review of your claim, you accepted the buyout funds (for a new unit) in the amount of $on 1/17/2018.Please allow days to process before the check is mailed out.Regards,CHW

Dear Megan [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] CHW apologizes for the ordeal you have enduredIt has been requested that the cancellation team reach out to youYou may call them directly at ###-###-#### We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, 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 for your Air Conditioning System, I do see that CHW had stated that this was a non-covered claim due to a lack of proper maintenance; the diagnosis stated that the condenser unit had debris corroding it and also the coils were completely clogged. Per our policy Section F. Limitations of Liability # 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.CHW did however offer you a goodwill gesture to cover the cost of the compressor and you would have had to pay the cost of the labor and Freon. You had accepted our offer and we had ordered the part for the unit. Then you had called us back stating that you declined the technician to come in and fix the unit, you decided to cancel your policy.CHW did agree to allow you to cancel as stated in our policy that it does have to be a mutual agreement to cancel. Please see Section L. CancellationsThis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty. You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:1. Nonpayment of contract fees;2. Nonpayment of Service Fee, as stated in Section III;3. Fraud or misrepresentation of facts material by You to the issuance of this contract;4. Mutual agreement of Us and You. If canceled after 30 days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50 administrative fee and any service costs incurred by Us. All cancellation requests must be submitted in writing.You had requested a full refund of the policy and we did explain to you that your policy was beyond the 30 day grace period that you are given to review the policy and ensure that the units in your home are in proper working order also due to the fact that you did accept the good faith effort and then declined it, there was a restocking fee that was due to Lennox for the compressor. As a second good faith effort, we did not charge you the funds to restock the part but we did continue as per our policy for your cancellation.Your policy was cancelled on 9/22/15 and you were provided a refund of $956.25 that went back onto the credit card that you purchased this policy with. You were charged an administrative fee as stated above and charged for the months that you used the policy; you were however provided a refund of the months not used minus any free months that were given to you for signing up with us.Since your refund has been completed and it is correct; CHW did go above and beyond to assist with a claim that you declined the good will gesture for after you had agreed. You chose to cancel your policy with us and therefore we are not able to provide you with any other funds other than what you are due by the policy and you have been provided with those funds.We do apologize that you misunderstood our policy as we do not provide maintenance for our customers on any units in the home. Our company is not an insurance company as stated in the policy. We do regret your frustration, CHW is in compliance with the terms and conditions of the policy.We do urge all customers to read the policy as you are able to view it before the policy begins. If you disagree with any of the terms of the policy before the 30 days that the policy goes into effect; you can cancel for a full refund. CHW’s policy can be viewed by anyone that visits the site, you were also provided a booklet and an email of the policy.Best regards,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 policy, I do see that your policy started on 03/04/and you placed a claim for your Air Conditioning Unit on 04/10/ We dispatched [redacted] Heating & Cooling LLC to your home to diagnose the issue The service provider called us and verbally gave his diagnosis to us that your unit was only years old and had seized internally Your compressor was a Goodman compressor and the life expectancy is a lot longer, meaning that the compressor failed pre-maturely This can only happen due to a lack of proper maintenance Per our policy, CHW does not cover any unit that has failed due to a lack of maintenance Please see Section FLIMITATIONS OF LIABILITY 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.Out of good faith, CHW did however offer you a goodwill gesture and provided to you a new compressor that we ordered and paid for We had the unit shipped to the service provider for him to install We did have a verbal agreement with you, stating that you would pay for the labor and Freon; CHW would pay for the compressor I do see that you received the compressor and the unit is working After the goodwill gesture that CHW did for you, you decided to cancel your policyPer our policy, if you chose to cancel before the end of the term, you will be responsible for the cost of any payments that CHW made plus an administration fee of $ Please see Section LCANCELLATIONThis 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.The compressor that CHW placed into your unit was a Lennox; this compressor is a value of $1,that is sold for $ This price can be confirmed online using the part number that we used to purchase it [redacted] You can go to the site and see the price: htt [redacted] CHW does get a discount for the compressor but the actual price is as stated online of $sold right now for $889.00.We do apologize that you are not happy with our goodwill gesture We did have the amount that you were given for your cancellation checked and it is correct Your policy was for months at the rate of $ That would be $plus the $cancellation fee and the money that CHW paid for the compressor $You paid a total upfront for the policy in the amount of $minus the total of $ 580.98; your refund of the policy should be $that you have received.We do appreciate your feedback as it will help us improve our company to benefit our customers.Best 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 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

Complaint: [redacted] I am rejecting this response because:Chice Home Warranty would like me to sign an agreement which will not allow me to share their unethical business practices with others I refuse to remain silent about Choice's refusal to make repairs to my microwave oven just because my request for service was initiated during the first month of my contract Choice ignored the technician's report which detailed the condition of my microwave and instead relied on the recommendations of their in-house "technician" who had never been to my home or looked at my microwave I realize this company is only willing to accept my monthly payments for service but unwilling to perform as per our agreement Regards, [redacted] ***

Dear [redacted] A [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 our Total Plan coverage policy for one year, with the optional “Well Pump” and “Septic System” coverage on July 7, Your policy coverage became effective on August 7, 2017, as our policy states in Section B of Coverage period:“Coverage starts days after acceptance of application ”A review of the claim shows that it was processed according to the policy Based on the diagnosis that we received, it stated that the compressor shorted to ground This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor This failure could not occur during the short lifespan of your policy as it takes time for this failure to develop.Per our policy, Section Letter F, Number 1, CHW is not responsible for any “ known or unknown pre-existing conditions.”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied We strive to provide the best customer experience, therefore, as a goodwill gesture we offered you $to assist you on the non-covered claim You accepted this offer and CHW authorized the funds to the technicians at [redacted] , to apply towards the repair bill.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

[redacted] ,In reference to the ‘report” that you are seeking, you may contact the technician and he can provide you with a copy Our reports are verbal diagnosis provided by the technician to our internal technicians The claim shows that the rust/corrosion caused a leak, please note that our policy does not cover failure that are caused by rust/corrosion as stated in Section FLimitations of Liability #& # Although rust and corrosion may be a process of a failure, it is specifically excluded by our policy as a failure.We do regret your frustration however CHW is in full compliance with our terms and conditions of our policy.Thank you,CHW

Complaint: [redacted] I am rejecting this response because:at the time of contract the compressor was working 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