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] Upon review of your claim it appears that your claim was processed in accordance to the policyThe policy has a sale date of 6/13/with an effective date of 7/13/The days is provided to the customers as indicated in section Letter A, Number of the policy to review and be sure things 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 componentsA diagnosis of the unit determined that the unit holds pounds of Freon and is missing nearly half of the Freon which would occur as a result of a large leakA leak of this magnitude is not one that would develop in such a short timeframe of the policy which was days old when the claim was placedAlthough CHW values all customers and would not want to lose any customers, you have indicated that you have a desire to cancelThis can be done by calling the customer service team at 1-888-531- 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] Thank you for the informationThe claim was processed accordinglyIn addition the policy indicates 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 , 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 Our records indicate we are working with you on a mutual agreement related to your claimWe have sent you an email and are awaiting your reply 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/useragreementA review of the claim shows that it was processed according to the policy This was a partially covered claim Based on the diagnosis that we received, it stated that capacitor was faulty and caused casing fan motor to fail.We covered the capacitor, however per our policy, Section Letter F, Number 19, CHW is not liable for secondary damages Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel If you would like to cancel your policy, please contact our Customer Solutions Department 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] 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 policy, we do see that it was purchased on 1/29/17, CHW permitted you to start the policy sooner than days which is our grace period and it began on 2/13/rather than 2/29/17.Please note that our policy states in Section ACoverage #that all units must enter the policy in proper working order, this is regardless of the start date You were provided time before the policy began to review the coverage and understand the terms and conditions.The first claim that you placed, was on 2/26/for your well pump You chose to have this claim completed without prior authorization Our policy states Section CService Calls #that we do not provide coverage for work completed without prior authorization.The second claim that you placed for the microwave, was on 2/26/which stated that the unit had a failure that was caused by magnetron, being that this unit had a failure such as this so close to the start date proved that the unit had failures before the policy began This claim was not covered per our policy, Section F#which states that CHW doesn’t cover failures that are caused by known or unknown pre-existing conditionsCHW did offer to provide you with a goodwill gesture in the amount of $which you declined.In reference to the last claim that you placed on 4/6/17, your refrigerator you stated it was not freezing at the bottom and not creating ice CHW dispatched a technician to your home and after providing us with the outcome, compared it against our policy, this was not covered per Section DCoverage #which states that CHW does not cover leaks of any kind for this unitThis is a clear reason for the unit to not be covered.We do understand that you would like a full refund however please review Section LCancellations You are only entitled to a pro-rated refund If you would like to cancel the policy with us, you are welcome to contact us at ###-###-#### and we will provide you the amount of your pro-rated refund.Thank you,CHWWe do regret your frustration; however CHW is in full compliance with the terms and conditions of our policyRegards,CHW

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me as long as they honor the gesture offer of $that can help and I can use as part payment to fix the AC Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I can only repeat what Mr [redacted] told your company.......our unit was working properly before April 20th He told you that our unit was service twice in the last year Once before winter usage and once before summer usage He also told your Authorization Department that this was a result of wear and tear Mr [redacted] is certainly more qualified than the article you are reading regarding wear and tear.I have also issued complaints with the Attorney General of both Texas and New Jersey You folks need to do the right thing and reimburse our $ Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: Choice Home Warranty never asked for records , nor did they require an inspection prior to accepting the contract over one year ago.Also, last year 7/18/16, they had their tech add Freon to my unitAt that time , the tech did not state the unit was and is in need of repairNor did CHW contract me regarding the conditionIn fact , they contacted me to renew another year while still under contract 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 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 the claim you placed, the diagnosis was provided to us that the unit had failed due to a lack of proper routine maintenanceThe unit has an internal failure of the compressor, when the unit is not properly maintained the unit will over work itself and overheatThis is a lack of proper routine maintenanceIf you would like to provide us with routine maintenance records, CHW will review them and see if there can be a more favorable outcome for youIf you would rather have a full refund of the paid policy, CHW will provide that to youYou have paid a total of $for this policy and if you contact us, we will provide you with an agreement for us to provide this amount back 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

We have contacted the Service provider about your claim that he stated he has not been paid and we will speak to him about the contract that they have with us Our providers do have a different contract that they signed up with our company with and they are advised on how to submit invoices to us to receive payment and when payments will be paid.In reference to your check, we have verified that the check was sent out to you and will be happy to provide another check to you We would have to charge you a fee to cancel the first check since it is before days or we can wait the days and reissue a new check at no cost.However you would like to proceed is fine with us We do thank you for the concern with the provider and again this issue that he has brought to your attention will be handled with their direct contact with our company.Respectfully,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 [redacted] Upon review of your policy, I do see that HWA has paid out for both claims that you have had The total amount of paid claims for this policy is $ You purchased the policy in the amount of $and per the policy Section LCancellation it states that by breaking the agreement with HWA, you will be charged an administrative fee of $as well as paying back to the company the amount that they had paid out on claimsPlease see the policy section below:LCANCELLATIONThis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturerYou maycancel 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 HWA.This contract shall be non-cancelable by HWA 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 HWA 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 $50administrative fee and any service costs incurred by HWA.All cancellation requests must be submitted in writing.We urge all customers’ to review the policy within the day grace period that is provided before the policy begins You have this time to ensure that all units are in proper working order as well as cancel for a full refund within this time period Per our policy Section ACoverage #3, CHW does expect all units that come into the policy in proper working order.Best regards,CHW

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me 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 it appears that your claim was processed in accordance with the policyThe unit was diagnosed to have multiple failures including the Capacitator, Schraeder Core leaking refrigerant and Compressor having internal failures causing lock outsThese are all things that would occur over time and are a result of lack of proper routine maintenanceIn accordance with the policy, the claim is not coveredAs outlined in section Letter A, Number 3, CHW is not responsible for repairs related to a known or unknown preexisting conditionSection Letter F, Number 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 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 policy, I do see that CHW has assisted you with the following claims:Claim # [redacted] for your Dishwasher in the amount of $plus $to the technicianClaim [redacted] *or your Microwave in the amount of $plus $to the technicianI do see that we have authorized a goodwill gesture for the most recent claim due to the fact that it was not a covered claim We have authorized $for claim # [redacted] We did advise you that the unit itself is only worth $but our original goodwill offer was $to assist you with a new unit This is a good will gesture that we have offered you This claim is not a covered claim and we did authorize $for you, again as goodwill If you chose not to accept this offer, please contact us and let us know All checks are mailed out in business days and this check was authorized on the 6th of this monthAs for the other claims that you have had with us, CHW per the policy offers money in lieu of repairPlease see Section FLIMITATIONS OF LIABILITYWe reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (which at times may be less than retail) to repair or replace any covered system, component or appliance.We do apologize that you are not happy with the amount that we have offered you for any of your claims We do not pay for installation of units and again, the current AC claim was not a covered claim; you were offered goodwill CHW does not have to offer anything per the user agreement but out of good faith we have.The AC was not covered due to the fact that the units CONDENSER COIL IS LEAKING FREON and it is only a YEAR OLD UNIT: Premature failure of the condensing coil, resulting in a non-repairable leak and requiring replacement of the condenser coil or the unitCondenser coils are built to be very durable being designed to withstand weather and temperature extremes and with proper installation, care and routine maintenance the can last decades normally outlasting every other part in a condenserSo that being said, Non-repairable leaks in condensing coils less than years old are caused mainly due to a lack of proper routine maintenance, yet can also be caused by an improper installation or improper previous repair or design, and in rare instances a manufactures defect which would usually occur while unit is still covered by the manufacturer, the only other way would be physical damage, from lawn equipment, hail etc.Please understand that all policies have exclusions and CHW does follow our policy We do our best to assist the customers and approve claims that are submitted to us We do apologize for your frustration with these claims CHW is in full compliance with our policy.We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

Dear *** ***,We regret to hear your frustration.Please note, that repairs were made on your dishwasher at the end of July At this time, no further actions will be taken on your dishwasher claim, as your policy has been cancelled as of 9/2/17.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.We are very sorry for the experience that you have had We have updated your account so that your payment has been skipped and your policy is up to date You were in past due status and we would not have been able to send out a technician if this was the case We have also had our dispatch team send out a technician that will be contacting you today (October 29, 2015) to schedule an appointmentThe service call fee has been waived as well.We do hope that your experience with us is much better and we do hope that your issue gets resolved.Respectfully,CHW

Dear [redacted] ***,We regret your frustrationPlease understand that the motor bearings that were bind, the worn out idler, and the frayed belt, all took time to fail.Your policy coverage start date was May 17, and you stated that the last time it was working properly was May 31, This failure could not have occurred in the matter of days Our policy states, in Section F, Number that “ not responsible for any known or unknown pre-existing conditions ”As of June 13, 2017, your policy has been cancelled, therefore no further action will be made on this claim Regards,CHW

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: Your In Network failed to do proper diagnose to justify that the failure was cause by moderate build up which caused by lack of maintenanceThere is no procedure AT ALL that was done by the technician in order for him to justify or prove that there was a build upYour technician spent less than minutes in my attic with me, he took a photo of the tank's label and did NOT even touch the Valve and did NOT even Look thru the burnerHow can he prove it was caused by lack of maintenance? I had ANOTHER technician today the 2nd technician I hired to check and verify the real cause of the heater problemHe took the burner out and checked the valve's conditionThe inside was CLEAN no build up was foundDiagnose was to replace the valve but a unit replacement is still recommended because the water heater unit is ALREADY years oldit has served its purposeMy technicians have the same diagnose Regards, [redacted]

Dear Mr [redacted] ,We do understand your frustration however, CHW is following the policy and we do not cover power surges of any type Please see Section FLimitations of Liability #that states soWe are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure.We do regret your frustration but we are unable to go against our policy.Respectfully,CHW

Complaint: [redacted] I am rejecting this response because: As in the response from CHW that the compressor locked up because of no minor maintenance performed on unit is inaccurate and completely falseOn the separate times that each technician came out to fix various issues with the a/c compressor or unit no once did any technician verbally or in writing state that the reason for such failures was because of "lack of minor maintenance"The last time a technician came out to assess the unit because of the unit not working did he state that the compressor locking up was due to no minor maintenance being done on the unitChoice home warranty in fact disregarded what the a/c repair tech had told them and what was written on his report and made that decision based off of their department that reviews the a/c technicians notesThe technician gave us his legal written explanation which I will provide in court and not once did he mention in writing or verbally that the compressor failure was due to a lack of minor maintenanceCHW made this assumption because the repair cost was high and not a cheap fix like the last failed band aid fixes CHW happily paid for because the price was lowOn one visit by the a/c repair tech our co-pay was more than total repair costsThe last a/c tech that came out told us that since the unit was over years old regardless of yearly maintenance it failed because of age of unit and cheap brand that was usedAgain, we are taking this to the local media to warn other home owners of the unlawful act of CHW and have already contacted and filed a complaint with the Texas Attorney General's officeAs military members we have also contacted many military channels to warn military members to stay away from Choice Home Warranty Regards, [redacted] **