BASS Services

Dear [redacted] We regret to hear your frustration, however, Choice Home Warranty does not advertiseYou purchased our policy on August 11, 2015, and was given days to review your policy Our policy is online at www.choicehomewarranty.com for public viewingOur 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 the compressor shorted to ground This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor This failure does not constitute wear and tear as there are many safeguards that work to prevent these types of failures Per our policy, Section Letter A, Number 2, we cover failures that “Become inoperative due to wear and tear ” Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfiedWe strive to provide the best customer experience, therefore we offered a goodwill gesture in the amount of $to assist you on this non-covered claim You accepted this offerPlease allow days for your check to processWe do regret your frustration, however CHW is in full compliance with the terms and conditions of our policyRegards, CHW

Dear [redacted] , Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on [redacted] A review of the claim shows that CHW did process the claim properlyThe diagnosis received from the technician indicates that there is corrosionThe photos that were submitted to CHW shows corrosion as there is green on the pipe fittingsSection Letter F, Numbers and of the policy indicate that CHW is not responsible for repairs related to rust and corrosionNotes indicate that CHW offered to provide a goodwill gesture and provide you with $to assist towards repairs of the non-covered claim and it was deniedYou have indicated that you will obtain a second opinion at your costIf you would like to accept the goodwill gesture, 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

Dear Cole WernerOur 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 8/7/15, the claim that you placed on 9/9/for your Air Conditioning unit, could not be covered due to the fact that the unit did not come into the policy in proper working order as it is stated it has to be in order to be covered Please see Section ACoverage #of our policy: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, you had stated that days prior to the date of the claim you had paid a technician $to add Freon to your unit and it is not working again As our rep explained to you that is showing that the unit is not properly working and a sealed system should never be low on Freon We do apologize but an inspection report doesn’t constitute for a proper maintenance as it is an inspection if the unit runs or not, it will not state if the unit has proper levels of Freon or if the unit was ever maintained.We are not able to cover a claim that is pre-existing to the policy start date and shows a lack of proper maintenanceWe do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

Complaint: [redacted] I am rejecting this response because: when I called the company that wasn't the problemThe problem was the fan was not workingSo they had to replace the condense fan motor which cost $to replace That has nothing to do with clogged drain 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 www.choicehomewarranty.com/useragreementUpon review of your policy that you had with CHW, we do see that you placed several claims with us that we were not able to cover The last claim that you placed was for an Air Conditioning System that you placed with us on your previous policy [redacted] We advised you at that point that we were not able to cover the cost of your repair due to the fact that we do not cover failures to rust or corrosionThere is a leak that was found in the evaporator coilsPer our policy Section FLimitations of Liability #& state that CHW does not cover failures due to rust or corrosion.You stated in this claim that you would like a full refund of this policy however you had already cancelled the policy and was explained that the monthly payments that you made for the past months were not able to be processed back due to the policy Section LCancellationsIf you had paid for the policy in a yearly basis or more then you would have funds to return back however you used the policy monthly CHW even skipped the month of January for you and provided you back the month of April.We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policyRegards,CHW

[redacted] The technician advised CHW that the control board had failed and the sensors for the refrigerator, cabinet and the freezer section had failed the sensors were working properly We do see that he had ordered the parts even though he had stated that this was due to a power surge, CHW agreed to allow the parts to be ordered and repaired.The last notation that we received from you was on 3/29/stating that you had an appointment with the technician If the technician did any damage to your unit, CHW suggests that you contact him back to repair the issue Per our policy, Section F#states that CHW is not responsible for the negligence of the techniciansWe have placed a call to the technician as of 4/13/and will follow up with the repair of the unit.Thank you,CHW

Based on the diagnosis that was received from the technician, the unit suffered from a lack of proper routine maintenance, which will be maintenance records. CHW doesn’t require that maintenance records are submitted for coverage, however, should your claim not be covered due to lack of proper routine maintenance, you are invited to submit the maintenance records to CHW for review in hopes of a more favorable outcome. You can submit this information to [redacted] and remember to place the claim number on the documents. CHW offered you a goodwill gesture of $100 to assist with repair or replacement as the claim is not covered. The $100 goodwill gesture is still available as the claim remains non-covered. If you would like to have this send to you, please call the CHW customer service team directly at ###-###-####. Regards, CHW

Dear [redacted] Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on [redacted] A review of the claim shows that it was processed according to the policy Based on the diagnosis that we received, it stated that there was a burnt up control board due to an improper previous repair In addition to that, the heat exchanger was cracked due to rust and corrosion Per our policy, Section Letter F., Number 11, CHW does not cover failures that are related “ improper installations and improper previous repairs.” Section Letter F., Number 8, CHW is not liable for repair of conditions caused by “ rust or corrosion ”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied Please note that our policy states in Section Letter F, Number 19, that CHW “ is not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performance ”We do apologize for the inconvenience Please contact the technician [redacted] *** at ###-###-#### to discuss this matterDue to your dissatisfaction you requested to cancel your policy As of 11/14/2017, your policy has been cancelled and your prorated refund is currently processing.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 as CHW did cover the primary failureBased on the diagnosis that we received, it stated that spin support failed causing the inner tub to spin off balance and cause secondary damage the outer tubPer 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, our policy, and the out of pocket expense was $392.38.If the repair to your unit has already been completed and you are still having issues, please contact us directly at ###-###-#### to recall your claim to the technician.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 Based on the diagnosis that we received, it stated that unit needed maintenance as the blower compartment needed to be cleanedPer 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...” 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/useragreement. 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 unit needed a new door lock assembly.Per our policy, Section Letter D, Number 2, “ Door/door seals ” are not covered.Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied. Please understand that outcome of this claim is based on the diagnosis that we received from the technician. If the technician has any discrepancies in regards to the diagnosis, please have him contact us.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 claim it appears that in accordance with the policy section Letter D, number 4, Thermal expansion valves are not covered. The policy is referred to above, can be located on our website, was emailed to you on March 29, 2016 and we will be happy to send it to you again. Please feel free to call our customer service center directly if you have any questions at 1-888-531-5403. 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 shows that the claim was handled properly. There was initially a technician dispatched, however, based on previous experiences, CHW needed to locate another technician to diagnose the problem. In the interest of customer service, CHW offers to customers the option to use the reimbursement policy that is in place, in which the customer can select their own technician and are reimbursed at CHW rates of the covered claim, in 30 days and needs to seek prior approval. The policy indicates in Section Letter C, Number 3 that repairs must have prior approval. CHW never received a call from your technician. As a goodwill gesture, CHW offered to provide $200 towards the non-covered claim. The policy purchased from CHW was for $1281 for a 3 year policy with optional services of the central vacuum and well pump included. You were billed in 3 increments of $320.25. These payments were received on 11/7/16, 12/7/16 and 1/7/17 for a total received by CHW of $960.75. You have canceled your account. Section Letter L, Number 4 of the policy states, “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 10% administrative fee and any service costs incurred by us”. You will be refunded accordingly. Please call the CHW customer service team if there are any questions at ###-###-####. We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy. Regards, CHW

This is untrue because I sent receipts the next day and I have the email to prove itThe determination by Choice was Lack of proper maintenance without even asking me if I maintained the system or if I have proof, I was the one who asked if I can send the proof, I know that because this was a costly fix they denied it, now even lying that I did not send any receipts.Shame on you Choice, I will be cancelling my membership

Dear [redacted] We regret to hear your frustration.Although the unit’s limit is 1500.00, please note that funds were previously used for the unit’s repair Currently our system shows that the refrigerator coverage is at its cap, therefore, the maximum amount that will be offered is $599.00.If you would like to further inquiry about the funds offered, please contact us directly at [redacted] Monday-Friday 9am to 6pm EST.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policyRegards,CHW

Dear [redacted] ,Our policy states that all units are to be in proper working order on the start date of the policyWe do not do a home inspection; we trust that the customer will make sure that all the units are checked before entering the policy If you had your unit maintained prior to the start date, this failure would not have happened.Our policy does state this exact verbiage We do regret your frustration however CHW is in full compliance of the terms and conditions of our policy.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 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 your policy, I do see that you have placed other claims with CHW besides the dishwasher claimYou are able to cancel the policy however the refund will reflect the terms stated in section LCancellationsYou will be charged an administrative fee of $50, any claims paid by CHW will be deducted and then you will be provided a refund of the remaining months that you have If you would like to cancel this policy, please contact us and we will do so for youWe can cancel the check if you would like and provide you with the refund of the policy We do regret your frustration with this claim; however we are in 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 Based on the diagnosis that we received, it stated that the evaporator coil was leaking due to rust and corrosion Please note that along with the diagnosis, we did receive pictures of the coil, which confirmed the rust and corrosion Per 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 understood.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, we do see that you placed a claim for your hot water heater and under the exclusions of our policy; this would not be a covered claim due to CHW not covering the actual tank.We do see that you have cancelled the policy and did receive a refund based upon our Section Lin the policy We regret your frustration with this claim however; CHW is in full compliance with the terms and conditions of our policy.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 to cancel for a full refund within this time periodBest 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, we do see that you placed a claim for your Air Conditioning SystemCHW was provided a diagnosis stated that the evaporator coil was leaking water, the unit was corroded in the evaporator pan, and also these parts are mismatched coil on the condenserPer our policy, Section DCoverage #states that CHW does not cover water leaks, mismatched systems and also rust or corrosion We do see that you had a second opinion that provided us with a diagnosis and we were informed that the heat exchanger and assembly to be in poor shapeNot properly maintainedThis would result in a crack such as thisLimitations of Liability #which is a lack of proper routine maintenanceWe do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW