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 www.choicehomewarranty.com/useragreement. Upon review of your claim, we do see that the claim was not covered per our policy Section FLimitations of Liability #which states that we do not cover failures that are caused by rust or corrosion This failure can be something that happens within a “normal” manner however it is a clear exclusion for our policy to cover.The unit that you have did fail due to the rust and as MsM*** explained to you, this is not covered per the policy Please see section listed below:“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.”As a good faith offer, a one-time free service call fee was offered to you along with one free month however since you have declined this offer, we are willing to offer you a refund for this policy in which you have paid a total of $ If you would like to accept this offer, kindly contact us at ###-###-#### and we will send you a release agreement in order to process the refund back to you.We do regret your frustration however, CHW is in full compliance with the terms and conditions of our policy.Regards,Choice Home Warranty

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 was processed in accordance with the policyBased on the technician that was received the claim was not covered due to rust and corrosionIn accordance to the policy section Letter F, Number rust and corrosion are not covered We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear Mr*** ***It is abundantly clear that you do not agree with CHW’s terms and conditions of our policy, despite that we have paid out on several claims for you; we are offering to provide you with a full refund of your policy.If you agree to this, you would have to contact our customer service department and we would then send you a release agreement CHW is going above the terms of the policy to resolve this issue and as stated it is clear that you disagree with the terms of the policy.Please contact us and we will provide you with a form to send back to us to resolve any issues you might have with our company.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 www.choicehomewarranty.com/useragreement. In review of your policy, you purchased our Total Plan Coverage for year, in the amount of $on June 8, You provided the proper paperwork, which allowed your policy coverage to start on June 28, which was before the “days waiting period.”A review of the claim shows that it was processed according to the policy You placed a claim on July 4, stating that your AC unit was freezing up Based on the diagnosis that we received, it stated that there were multiple failures on the unit; caused from a lack of proper routine maintenance These failures could not occur in the short lifespan of your policy.Per our policy, Section Letter F, Number 1, CHW is not responsible for any known or unknown pre-existing conditions Please understand that our policy also does not cover failures caused by a lack of proper routine maintenance as it states in Section 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 your policy due to your dissatisfaction As of July 11, CHW has cancelled your policy and has issued your refund in the amount of $400, as our policy states in Section L of Cancellations that are you entitled to a pro-rated refund“…You may cancel within the first days of the order date for a refund of the paid contract fees, less a $administrative fee and any service costs incurred by Us….”We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

*** ***The name on the account is *** *** and that is whom the check would go to This is an escrow account therefore we are not able to put it back onto a credit card but it would go to the person's name that the policy is under As per the claim, CHW requires all units to be in proper working order at the time of the start date The service provider can tell by the diagnosis that the unit was failing prior to the start date of the policy This is considered to be a known or unknown pre-existing issue The new homeowners are not at fault and we are not stating that CHW is stating that the unit may have passed inspection but the unit itself had issues that an inspector would not check, only routine maintenance would have been able to see these things.The parts of the policy that I have referenced are Section A#Section F#and Section F#12.Again, if you would like to cancel the policy, you are permitted to do so, CHW would not want to force anyone to have a policy with us if they didn't want one The name on the policy is whom the check would go to I have documented the policy for you if you so choose to cancel and it would be in reference to the policy Section LCancellations. Best regards,CHW

Dear *** *** Our records indicate that this was an approved claim as of 1/4/2018. The funds were already authorized to the technician for the repair. Please contact the technician, *** *** *** *** (*** *** immediately to schedule an appointment. If you are unable to get in contact with the technician, please contact us directly at *** Monday-Friday 8am EST to 8pm EST or Saturday-Sunday 9am-5:30pm EST.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 *** After reviewing your claim, we do see that it was placed on 5/22/and CHW dispatched a technician to your home on 5/24/16, two days laterPer our policy, Section C Service Calls #states that “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 holidays.” CHW was in compliance with the terms of our policy by dispatching the technician to your home within days
Per the diagnosis of the claim, we do see that there were two failures, the motherboard and the heaterOur inside technician’s reviewed with the onsite technician when receiving the diagnosis and it was stated that the one part, the heater did make the motherboard stop workingPer our policy, as you had stated in Section FLimitations of Liability #does state that we do not cover failures of a secondary nature; meaning that if one part fails due to another, we will cover only the first part, the initial failureHowever, as a good faith effort to resolve this for you, we are willing to provide the technician with half the cost for the motherboard and still cover the initial failure of the heaterYou will be responsible to still pay the technician for the remainder of the cost
If you would like to accept our offer, please contact us to advise us and we will place the authorization for the claim for the technician
We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy
Sincerely,
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 that you purchased on 10/9/15, you were provided days as per the policy to ensure that all units were in proper working order This days grace period is also to allow the customer to review the terms and conditions of the policy Although the policy is online and we do email it to you upon purchase, we still want to make sure that the customers have enough time to review all the terms, contact us with any questions and determine if they want to stay with our company If within this time period the customer does not want to stay with us, they are provided a full refund for the amount that they had paid. Please see Section ACoverage #that states “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.Since you had not chosen to cancel the policy, CHW assumed that you had reviewed the terms and conditions and when you placed a claim the day after the policy started; we did deny that claim for the washer as it was not a covered claim The failures that the washer had could not have happened overnight, these failures take time to occur Per our policy, CHW does not cover failures that are known or unknown pre-existing conditionsHowever as a goodwill gesture, CHW did provide you with a check in the amount of $ Our checks are automated and do take days to process once they are authorized.The second claim that you placed was for the pool/spa This was actually stated to us and confirmed with pictures that the compressor was grounded and that the compressor was rusted out Our inside technicians’ stated that this was a lack of proper routine maintenance Had the unit been cleaned properly and maintained properly, the compressor would not have failed in such a way.You chose to cancel your policy, we explained to you per the policy Section LCancellations and explained that you would be charged a $administrative fee and CHW would deduct the amount that you were provided in paid claims, whether they were goodwill gesture or not, CHW paid for them and we will follow our policy Please see terms below:LCANCELLATIONThis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturerThis is not acontract of insurance, residential service, warranty, extended warranty, or implied warrantyYou may cancel within the first days of the order date for a refund of the paidcontract fees, less an administrative fee of 5% and any service costs incurred by Us.This contract shall be non-cancelable by Us except for:Nonpayment of contract fees;Nonpayment of Service Fee, as stated in Section III;Fraud or misrepresentation of facts material by You to the issuance of this contract;Mutual agreement of Us and YouIf canceled after days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a 10% administrativefee and any service costs incurred by UsAll cancellation requests must be submitted in writingAlso, we are very sorry that you were misinformed, if you were a monthly customer and you had chosen to cancel, there would not be a refund due to the fact that they pay the policy on a monthly basis for that specific month You paid up front and that is why you would have a refund and you did.CHW provided you with a refund back to your credit card that you had used to purchase the policy in the amount of $ This is a refund of the months that you had not used and also this was being charged $a month for the years.We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy. Regards,CHW

Dear *** ***We regret to hear your frustration, however, you were given days to review your policy and if there were any discrepancies you were able to cancel without the charge of the administration fee.Please note, as of August 18, your policy has been cancelled and your prorated refund was credited back on to your credit card.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 www.choicehomewarranty.com/useragreement. Upon review of your claim, we do see that the unit was not able to be repaired, therefore CHW offered per our policy to provide you with the funds in lieu of repair which would be around $300.00.Please see our policy, Section F#which 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 are offering to provide you with the funds of $per our policyPlease also note that CHW does not offer the amount that you have requested We will be happy to provide you with the copy of the policy for your records.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear Mr*** ***,We understand that the technician would say that this is however this is someone that see’s this type of issue all the time and to them it is a failure just as they would state rust or corrosion is.Upon reviewing your claim, we do see that you have accepted our goodwill gesture of the $that we offered to you.We do regret the frustration you have experienced however CHW is in full compliance with the terms and conditions of our policy. As a second good faith offer, we have placed a onetime free service call fee to your policy.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 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 the compressor failed and needed to be replaced. Please be advised that your policy coverage start date was 12/5/and you advised that the last time your unit was working properly was 12/10/17. The failure of the compressor takes time to occur and would not have failed in the short lifespan of the policy. Per our policy, Section Letter F, Number 1, CHW is not responsible for any “…known or unknown pre-existing conditions.”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy. Regards,CHW

Complaint: ***
I am rejecting this response because:1.CHW sent a technician who collected the $and then never showed up again or responded to phone calls, emails or voice messages I received no service and weeks later I am still without refrigerationCHW provided additional contractors who both responded that I needed to call the company because they do not do the work CHW scheduled them for Both contractors were frustrated with CHWCHW has not responded since the contractors in above and has made no effort to fix my refrigerator despite several phone calls, on hold time and discussions with "managers"I had a representative from ** repair come out and the technician CHW originally sent and I paid out of pocket misdiagnosed the repair, although the repair does fall under the INCLUDED list of things that should be coveredI AM STILL WITHOUT REFRIGERATION and with a family of 6, I've spent thousands of dollars eating out because of CHW negligence.I am requesting reimbursement of the service fee of $45, the cost of the repair and a refund of the prepaid year home warranty because CHW is a scam and has not sent a technician to my house to correctly diagnose and repair the issue.
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/useragreement. Upon review of your claims, you placed one for your dryer which was not covered per our policy however as a goodwill gesture CHW offered to have the unit repaired for you In reference to the second claim that was placed for the Refrigerator, this claim could not be process due to the fact that the unit is leaking water and per our policy, Section DCoverage #3, CHW does not cover leaks of any kind.Our customer service agent provided you with a goodwill gesture to assist you with the Oven claim however we are not able to provide you with a covered repair for the second claim.As another good faith offer, we will be happy to place a onetime free service call fee onto your policy however please note that the Refrigerator will not be a covered claim per the guidelines of the policy.We do regret your frustration however, CHW is in full compliance with the terms and conditions of our policy.Regards, CHW

Complaint: ***
I am rejecting this response because:
We still have not heard anything from this businessI have attempted to contact *** M on a daily basisIt's as if she's refusing to contact mePlease tell me what I should doThey promised to take care of all of our home needs under wear and tear conditionsOur air conditioner is broken under wear and tear conditions and they are not covering itAnd now they're avoiding me. The company promised to protect against wear and tearThere is nothing to suggest that the unit was mistreated or abnormally usedTherefore using it to cool the home is wear and tearThey need to honor the claim$1,for the evaporator and $for the capacitor Total $1,750.
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/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 kitchen faucet was leaking from the base and needed to be replaced.Per our policy, Section Letter D, Number 8, CHW does not cover “faucets”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not in agreeance If you would like to further dispute this claim, you may get a second opinion at your expense If you choose to get a second opinion, please submit your detailed invoice with the diagnosis to [email protected] for review If the outcome is different, we would adjust the claim accordingly 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 www.choicehomewarranty.com/useragreementA review of the claim shows that it was processed according to the policy. Based on the most recent diagnosis that we received, it stated that there was a failed main control board which shorted out. The failed control board was caused by transformer failing due to low voltageThe main control board failed as secondary damage which per our policy, Section F, Number 19, we do not cover “secondary, or punitive damages” Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied as you stated that first technician who was dispatched to your home damaged your unit’s transformerPlease note, that Section Letter F, Number 19, of our policy also states that “We are not liable for the negligence or other conduct of the Service Provider” We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Complaint: ***
I am rejecting this response because:Freon is not covered by the manufactures warranty nor is the cost of laborYou assigned a technician that was not able to take calls or even able to call back when promisedAfter calling you several times the technician agreed to come at a time that I am unavailableI am at home everyday after 1:PM(business hours) that your technician was able to provide an appointment.
Regards,
*** ***

Dear *** ***,We regret to hear your frustration.We have reached out to our Customer Solutions Department, and an Escalation Manager will contact you in regards to your issue.Regards,CHW

Complaint: ***
I am rejecting this response because:
I'm not sure what u want me to give you, we have our monthly reminders set to change our filters monthly, we clean out the water drain as well, clean our vents, so again from what both companies have told us is that we've done our part and that the unit is years old and it's gonna have buildupI'm asking for my money period to just be done with you not just for the ac because again I'm no the first customers nor the last one, also one of the companies you used to deal with has also stated they stopped being one of yours vendor's for this very reason! You deny AC related claims point blank!
Regards,
*** ***