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] ment Upon review of your claim it appears that your claim was processed in accordance to the policyIn accordance to the policy section Letter D, Number energy management systems are not coveredAdditionally, section Letter F, Number indicates that secondary damages are not coveredAlso if there are issues with that were caused by technicians please also refer to section Letter F, Number which indicates you agree that we are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performanceYou also agree that we are not liable for consequential, incidental, indirect, secondary, or punitive damagesYou expressly waive the right to all such damages 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 claim, I do see that you filed a claim for your Air Conditioning system but it was not covered due to a lack of routine maintenance, we have it not covered due to rust and corrosion The end result of rust and corrosion would be a lack of proper routine maintenance which both are not covered in our policy.We do not have any documentations of this account that you would like to cancel, we do see that on your previous account you stopped paying and were behind payments then we cancelled you ourselvesThis was for policy [redacted] that you purchased on 10/24/and was to begin on 11/24/ The policy that you are referring to is policy [redacted] , that you had paid $a month for Per our cancellations Section Lyou would not be entitled to a refund since you had our policy for the amount of time and had coverageI will have a manager in the cancellations department contact you in regards to cancelling the policy but in regards to your claim, this is a non-covered failure that CHW will not be able to provide the funds for.We urge all customers to take the day grace period to review their policy and contact us with any questions that they might have This grace period is also the time that you should have all the units checked in your home and ensure that they are in proper working order for the start date of the policy as stated in Section ACoverage #3.We do regret the frustration with this claim however; CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW

[redacted] , Per the technician’s diagnosis, the AC was “nearly empty of Freon”, he also stated that the Freon was leaking out of the coil due to rusting and corrosion of the coilPer our policy, Section FLimitations of Liability #as well as #states that we do not cover failures that are due to rust Also, per the policy Section DCoverage #under the excluded portion “leak detection” tests are not a covered item either We do understand your frustration however this claim would not be a covered claim under or policy guidelines 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 check in the amount of $was mailed on July 12th via US Postal mail to the address on fileIf you haven’t received the check please call the 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 indicates is has been processed according to the policyThe part that is needed to properly fix the unit is no longer availableCHW doesn’t provide coverage for substitute parts to make repairsSection Letter F, Number states, “If parts are no longer available, we will offer a cash payment in the amount of the average cost between parts and labor of the covered repair”As a result, CHW did offer to provide you with $Notes further indicate that you have called CHW and provided an alternate part number and as promised the proper department has been asked to confirmYou can expect a call back from the management team at CHW regarding the information that was submittedShould you have any questions, please call the CHW customer service team directly at ###-###-#### 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:It is obvious that CHW has crafted its policy in such a way as to take the customer's money without having to replace items under warranty that do wear out with ageThe many exclusions attached to "covered" items nullify the coverage--just another slick way to take moneyIt is for this reason that I am cancelling my policy with CHW, and so will those whom I referredThey are outraged! This is a sleazy company that does not have the best interest of the customerI'm going back to my previous home warranty company that actually replaced my A/C-Furnace at another residence without any hassle, as well as that of a friend whose unit went outNot only did they replace the unit, they provided her with a couple of heaters while the unit was being installedAll CHW has done for me is tried to dodged the responsibility.Consider this my final responseI am done with CHW Regards, [redacted]

I do apologize, you should not have contacted CHW for any maintenance to be completed on your unit CHW is only to be used for repairs for units that come into the policy in good working orderYour policy was active for one day and you called into our office and we explained that we would not be able to dispatch a technician for repairs or maintenance The following day, you entered your own claim online and a tech was automatically dispatched to you Once the technician came to your home, you are responsible for the service call fee and they did determine that the unit had a bad compressor, also was out of Freon Per our policy as previously stated, you must come into the contact with your unit in good working order Please see Section ACoverage # Are in place and in proper working order on the effective date of this home warranty contractThis contract does not cover any known or unknown pre-existing conditionsIt is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or componentsThis contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,square feet, unless an alternative dwelling type (i.eabove 5,square feet or multi-unit home) is applied, and appropriate fee is paidCoverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homesThis contract describes the basic coverage and options availableCoverage is subject to limitations and conditions specified in this contractPlease read your contract carefullyNOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.Also, CHW does not cover any known or unknown pre-existing conditionsPer Section FLIMITATIONS OF LIABILITY The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.Being that your policy started on 05/07/15, your first claim was on the 6th a day before the policy started and the second on the 8th the day after the policy started; clearly shows CHW that you did not come into this contract with your unit in proper working order as this failure could not have happened one day into the policy and a day before the policy.I do see that you are no longer with CHW and do apologize that you had gone through this frustration with this claim We do have our policy as stated online and we did mail you a copy for your convenienceAt this time, there would not be anything that CHW could do for your claim.Thank you,CHW

,I do see that you had a policy with CHW from 03/16/- 06/16/and within that time we had assisted you with $in authorized Claims I do apologize for any issues that you are currently having but we do not show that you have a policy with CHW as of this year Please confirm that you do in fact have a policy with CHW, if you can provide me with the policy number because this address is showing up with the expired policy that had ended in 2014.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 .We do see that you were provided with a policy via email as well has hard copy in the mail showing what we do cover and what we do not. Per our policy, we do not cover tankless water heaters. The claim that you had submitted to us we were not able to cover due to this reason. Please see Section D. Coverage #6 of the policy.I also see that we did provide you with a one time free service call fee that was placed on your policy as a goodwill gesture to assist you with the service call fee that you had given the technician for this claim. If you would like to cancel your policy, please refer to Section L. Cancellations of the policy and see that we do charge a $50 administrative fee and then will provide you with a refund of the months that you have remaining. Since the policy has been in effect for longer than the 30 days after purchase, we are not able to provide you with a full refund.We do hope that you do reconsider and review the policy, we are always willing to assist with questions pertaining to the coverage.Thank you,CHW

Dear [redacted] ***We regret to hear your frustration and dissatisfaction with CHW. We strive to better our business practices, therefore we have submitted your feedback to the Director of Vendor relations, who will look into this matter. In regards to our refund policy, please see our... policy, Section Letter L of Cancellations: This 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.If you wish to cancel your policy, please contact us directly at ###-###-#### Monday-Friday 9am to 6am 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:The company advertises in good faith to make repairs and coverage on system including the protection of HVAC products; however, the protection does not cover most of the issues that would occur on a typical system. By there own advertising, they are in dispute with what they claim to protect and what thy will actually cover. Further proof of this is provided in the company's recent payout to owners of there policy in the past who had claims rejected for similar issues. The product they are providing provides none of the protection they claim to provide for system failures. They have further demonstrated a lack of good faith to protect a homeowner from faults that occur in a home. They are in essence claiming to provide a service that would not cover the issues at hand. Regards, [redacted] ***

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/useragreementA review of the claim shows that it was processed according to the policy Based on the diagnosis that we received, it stated that fan motor bearings were shot, the fan blades were out of balance which caused the bearings to wear out The wires in the compressor were burned out and the unit was 3lbs low on Freon All of these failures were caused by a lack of proper routine maintenance Per our policy, Section Letter F, Number 12, CHW is not responsible “ for repairs or failures that result from the Contract holder’s failure to perform or routine maintenance...” Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel due to your dissatisfaction Per your request, your policy has been cancelled as of July 25, No further action can be taken as this policy is no longer activeWe do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

My name is [redacted] and I filed a claim against Choice Home Warranty, ID# [redacted] I agreed to the amount of $and was not going to pay the premium anymore because my contract expired 8/16/and the claim was called in on 7/26/15, which was before my policy was canceled I refuse to pay anymore premiums because it will be taking away from the amount that was offered to me if the policy was canceled I have yet to hear anything from Choice Home Warranty and would like to get paid for my washer so that I can pay back the person that I had to borrow the money from to replace my washer.Your immediate attention would be greatly appreciated on this matter

Complaint: [redacted] I am rejecting this response because: This is the problem with ChoiceThey reject things and don't call you back or research thingsAs I CLEARLY stated there are TWO (not one) outstanding claims they rejectedThey did not do research on eitherRegarding the stoppage it was ground level accessibleThey can (should!) call the plumber to confirmThe receipt clearly states that they snaked the system Regarding Claim number [redacted] They also rejected that one, even though the item was clearly included in the same paragraph which states:PLUMBING SYSTEM/STOPPAGEINCLUDED: Leaks and breaks of water, drain, gas, waste or vent lines, except if caused by freezing or roots - Toilet tanks, bowls and mechanisms (replaced with builder’s grade as necessary), toilet wax ring seals - Valves for shower, tub, and diverter angle stops, rinses and gate valves - Permanently installed interior sump pumps (last one).I have also asked them to send me in writing the rejection - they have not.I then told them that if they continue to reject I want Section G - mediation - I want a 3rd party mediatorThey continue to ignore that request Regards, [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 I do apologize that you were charged an extra service call fee; I do see that CHW has provided a onetime free service call fee under your policy for you Also I apologize that the technician for the garage door did not come back to finish repairing what he had broken, that is not something that would be covered under our policy per Section F#On 9/28/15, CHW did reassign a new technician to come to your home and we do see that you did receive that information via email I have requested that our escalations manager contact you and the technician to ensure that everything is scheduled We do appreciate your feedback as this does help us with our customer service and service providers.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] Upon review of your claim it appears that the claim was covered properlyThe policy was purchased on 8/23/with an effective date of 9/23/The claim was placed on 10/11/The diagnosis that was received was that there was a bad motorThis is not something that would have occurred in such a short life span of the policy (9/23/16-10/11/16), this is something that wears out over a longer span of timeAs such, in accordance to the policy, section Letter F, Number 1, CHW is not responsible for repairs related to known or unknown preexisting conditionsIn an effort to provide assistance, the CHW representative provided you with the model and serial number to contact the manufacturer to determine if it would perhaps be covered under the manufacturer’s warranty 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/user-agreement/A review of the claim shows that it was processed according to the policy Based on the diagnosis that we received, it stated that burner tubes were rusted out and caused the severe flame rolloutPer our policy, Section Letter F., Number 1, CHW is not liable for “ malfunction or improper operation due to rust or corrosion of all systems and appliances ”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 $towards the repair You declined this offer as you wanted the entire claim covered; you then proceeded with requesting to cancel your policyAs of 10/19/2017, your policy has been cancelled Please note that the goodwill funds are only available for active policies.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 no tech has come stillNeed my fridge fixed or replaced immediatelyIts been weeks Regards, [redacted]

Dear [redacted] ***,We do understand your frustration with this claim however the diagnosis as well as the pictures show us that the unit lacked proper routine maintenance There was a restriction in the air flow and retaining moisture around the condenser coil which resulted in a leak This was hanging and debris was filled to the control box within the furnacePer our policy, we do not cover failures of lack of maintenanceWe have offered you a goodwill gesture to assist with the claim regardless that the policy is cancelled with us.If you would like to accept this offer, please contact us at ###-###-#### and speak to a customer service rep.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/useragreementUpon review of your Air Conditioning claim, we do see that the claim was not covered per the policy The unit failed due to a leak that was created by corrosion Being that the failure is rust which is something that is not covered per the policy in Section FLimitations of Liability #The pictures that we received by the technician show that the unit’s failure was caused by corrosion and as we stated this would not be something that CHW covers.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW