Bass Services, Inc.

Dear *** ***, 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 ***.Upon review of your claim for your Dishwasher, I do see that on 10/27/15, you accepted CHW’s offer for the Buyout of the system in the amount of $and declined the new unit that we had agreed to place into your homePer our policy Section FLimitations of Liability #states “We 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 regret your frustration with this claim however CHW is in full compliance with our terms and conditions of our policy.Respectfully,CHW

Dear *** ** ***: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 had assisted you in a goodwill offer for the first claim that you had placed for your water heater in the amount of $ In reference to your Air Conditioning claim, we did try to provide you with a goodwill gesture in the amount of $and did explain to you that CHW does not cover failures due to rustThis can be found in the policy in Section FLimitations of Liability #and #8.In reference to your refund, this is stated in Section LCancellations in the policy CHW does charge an administrative fee of $and we then minus any claims or goodwill’s back that we provided to you The remainder of the policy is pro-rated by the month and that is what you receivedYour refund is accurate in the amount of $and when someone signs up with our company, they do have days to review the policy to cancel for a full refund Our policy is online for anyone to view We do this so that people can view what we cover and do not cover CHW has nothing to hide and we put all of our exclusions and limitations for anyone to view.We do regret your frustration with this claim however CHW is in full compliance with our terms and conditions of our policy.Best regards,CHW

Dear *** ***,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 *** Upon review of your policy it shows that you contacted your credit card company and did a charge back which means that we would cancel the policy, due to the charge-back CHW does not have any of the funds that you originally paid for the policy with Had you cancelled the proper way, you would have been provided a refund minus the claims paid and minus an administrative fee of $50, then a pro-rated refundYou were not entitled to a full refund past the day grace period Please review Section LCancellations.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear *** * ***, 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 *** Upon review of your claim it appears that your claim has been handled in accordance with the policyAs indicated in section Letter F, Number repairs related to rust and corrosion are not coveredHowever, there are things that are covered under the terms of the policyThe policy is designed to be sure the customers are aware of the exclusions of the policyThe policy is available online and is also sent to the customers when they initially sign up for the policy to allow the customers an opportunity to thoroughly review the policyThe link is also included above for your convenience We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear *** ***,
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 *** Upon review of your compliant, we have reviewed the claim itself and do see that CHW has authorized a check to you in the amount of $We do believe that this has been resolved
We do appreciate your feedback in reference to the technician’s comments and we will address this with their Territory ManagerWe do apologize that a technician that works with CHW would state something such as that to you
We do regret any frustration that you dealt with and do hope that all claims going forward go smoother for you
Regards,
CHW

Dear Gregory Thomas,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 it had started on 4/19/and that you placed claims on 4/27/15; only days into your policy.The two claims that were placed were:Claim #*** for your Plumbing System Claim #*** for your MicrowaveUnfortenelty, both issues that you had were pre-existing to the policy start date This means that the issues could not have happened within the time frame that you had your policy CHW does expect that all units are in proper working order when the policy begins 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.We do apologize that your claims were not covered and that you did chose to cancel your policy with us. Best regards,CHW CHW

I am rejecting this response because:I was not paid the that I paid for the second request for my freezer not cooling I was promised the in the mail I have yet to receive, and that call was made the first week of May I faxed the invoice, and mailed a copy, and was promised that I would receive it within a month, however I received a partial payment of my I initial payment of $ I am not satisfied at all with this company and feel they they are taking advantage of consumers As I stated if my furnace had broken in Junuary in sub degree weather on a weekend or holiday, I could free ze to death waiting for three, to four days for a technician This is not what I expected, nor would I have agreed too I would like a full refund
Regards,
*** ***

Dear *** ***,
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 ***
Upon review of your policies, we show that CHW has assisted you in all of the claims that you have placed for this address however the claim that you placed for the AC would not be a covered claimIt was diagnosed and advised to us that the unit failed due to the evaporator coil rusting out and leaking the Freon outPer the policy, Section Letter FNumber 1, states that CHW does not cover failures due to rustHowever, we do see that one of our Managers is trying to assist you with this claim
We do hope that you chose not to cancel with us however, if you chose to, please refer to Section Letter LCancellations
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy
Regards,
CHW

Complaint: ***
I am rejecting this response because:
THERE WAS NO RUST AND you know itI have an e-mail from the first tech stating that and pictures from my guy backing that up so IT IS A COVERED CLAIM.We can go back and forth and if necessary go to small claims court.Your so called "goodwill" offer hardly seems fair considering it should be totally covered
Regards,
*** ***

Dear *** ***Our records show that your claim was placed on 6/7/and we did dispatch a technician to you on 6/8/who then scheduled an appointment with you Per our policy, Section CSERVICE CALLS #states “Upon request for service, We will contact an authorized Service Provider within two (2) days during business hours and four (4) days on weekends and holidaysThe authorized Service Provider will contact You to schedule a mutually convenient appointment during business hoursWe will determine what repairs constitute an emergency and will make reasonable efforts to expedite emergency serviceIf You should request Us to perform non-emergency service outside of business hours, You will be responsible for payment of additional fees and/or overtime charges.” In which CHW did provide an authorized Service provider to your claim.We do regret your frustration however this claim is not a covered claim per the terms of our policyYou have chosen to cancel the policy per Section LCancellations and received the pro-rated refund. Regards,CHW

Complaint: ***
I am rejecting this response because:
CHW writes: "Had the unit been properly cleaned, maintained or maintained this would not have happened" This a claim is by someone who has never seen the appliance and not by the technician who came to repair who will certify that the unit is kept as clean as it can be(still sitting in my Garage and can be seen)If CHW does not want to reimburse for the replacement refrigerator I have purchased from Sears, CHW must perform the repairOtherwise I will call a licensed repair company to perform the repair and send the invoice to CHW for reimbursementRegards,
** ***

Complaint: ***
I am rejecting this response because:there were several options presented so I'm rejecting a couple of them but accepting your offer to send a different technician to re-evaluate my claim. once again This was NEW HOME PURCHASE so there was a HOME INSPECTION done on the house prior to me purchasing the house in JULYand the units were both checked and working properlyyes, some time in septor October I did call a technician for a winter check of the unit to make sure it was working properly (since it's a gas furnace and not an electric furnace) I had never used gas furnace in the past and I was not comfortable using without having it checked prior to us starting to use it.this Home warranty was offered to me at closing from the previous owner for peace of mind and I unfortunately chose your company (had I read all the reviews I may have chosen a different warranty provider)I did not have any problems with the unit until this summer when I called you all to come and check it.and yes, I did get a technician to come check it after your technician failed to do his job and simply looked at it and made a guess as to what he thought may be wrong? not a very qualified way of doing diagnosis.I have e-mailed that invoice to JOSE several times and once again have made over calls and left numerous messages to him with no reply what so ever from himthis was after he assured me that he would look into it and follow up and make sure I would be taken care of.so at this point if you can not get with MR JOSE , I would request that you do send me a different technician as you have offered on your reply..this has been my request all along to simply have a more qualified person come over and re-evaluate the erroneous information given to you by that quack of person that came over to my house. thanks
Regards,
*** ***

Dear *** ***,After reviewing the claim, we do see that you stated you were going to have a second opinion provided to us Per the diagnosis that we received from the technician, this claim isn’t covered however we are willing to review the claim if the second technician that you have contact us, provides us with a different diagnosis.Once we have a second opinion, we will review the claim and hope for a better resolution. Thank you,CHW

Dear *** ***, 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 *** A review of your claim shows that the claim was processed in accordance with the policyThe diagnosis received from the technician was that the compressor was shorted to the ground and this is not wear and tearSection Letter A, Number of the policy indicates that CHW is responsible for repairs related to wear and tearThe compressor of the unit failed due to the internal windings shorting to the groundThis is something that occurs when the compressor overheats We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Mr***,We show that on 9/11/15, you contacted CHW to provide us with a new credit card number to continue the payments for your policyWe show that you chose to continue the policy with us and it does not end until 6/8/We have attached the policy for your records CHW could not receive a new credit card without you providing it to us However, if you would like to cancel the policy, CHW is willing to wave the past due payment that is owed in the amount of $ We ask that you contact us to cancel the policy.Thank you,CHW

I am rejecting this response because: Choice Home Warranty will not stop drafting my account for the monthly fee unless I consent to sign a waver of the complaintI will now have to go the extra step to contact my bank and ask them to refuse the draft from Choice Home Warranty because they will ONLY stop the draft if I sign a waver of my complaint that they will not honor my claim.Choice Home Warrant takes monthly payments from customers to cover equipment repairs like my AC unit, but when a claim is filed they will not honor the claimIn my case, they have offered to refund my moneyThis is not a warranty service it is a fraudulent scam that I hope the Revdex.com will use its influence to get stopped.As you see in the attached invoice the repair bill was $2,The service technician was sent out by Choice Home WarrantyI paid the initial $fee to the service technician for him to evaluate the problem
The claims department of Choice Home Warranty told me the contract specified that a unit must be professionally maintained and invoices for professional service must be provided before the claim could be honoredThe Contract does not state this requirement nor does Choice Home Warranty advertising or salesThey state repeatedly that no Home Inspection is required and that the customer should maintain his AC unit by keeping clean filters in the home and keeping the condenser coils free of dirt that may cause blockageMy AC unit was properly maintained by me, the homeowner, and serviced by a licensed technician when problems were found
Regards,

Dear *** ***,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 there was internal failure in the compressor. This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor. This failure occurred from 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 were not satisfied. We strive to provide the best customer experience, therefore as a goodwill gesture we offered you $towards the non-covered claim. To accept this offer, please contact us directly at ###-###-#### Monday-Friday 9am to 6pm EST.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear *** ***,
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 *** Upon review of your claim, we do see that the “disconnect” was the failureThis is something that is not covered per our policyBeing that you are a valued customer, CHW is willing to provide half the cost of the repair to the technician for youIf you would like to accept this offer, please contact us and we will send you a form to sign and you would be responsible for $of the claim
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy
Regards,
CHW

Dear *** ***, We have reached out to you in an effort to accommodate your request and we are awaiting your replyWe have covered your claims in accordance with the policyWe have offered to provide a refund to you and our customer service team will be more than happy to assist youPlease call at *** Regards, CHW

Dear *** ***,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 ***Upon review of your policy that began with us on 12/20/15, we see that you placed a claim for your washer on 12/21/You stated that the last time that the unit was working was the week prior which states that this claim was pre-existing to the coverage start dateHowever, we did dispatch a technician at no cost to you to see if we were able to assist you The technician stated that the unit had multiple failures, the main control and speed control on the unit went bad and needed to be replacedThese failures are too excessive for us to fix as a goodwill gesture You did state that the failures were happening a week prior and the technician agreed that these failures could not have happened within day of the policy’s start date.Per Section ACoverage #states that all units must enter the policy in proper working order it also states in Section FLimitations of Liability that CHW does not cover failures that are known or unknown to the policy.Please note that your account is past due by $and if you would like to cancel the policy, please contact us or respond through the Revdex.com and we will cancel it for you.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy. Thank you,CHW