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 *** A review of the claim shows that the claim was processed according to the policyThe technician provided the diagnosis that the unit needed to have a new control boardThe transformer caused damage to the control boardSection Letter F, Number of the policy indicates that CHW is not responsible for repairs related to secondary damagesCHW values all customers and wanted to make an attempt to work with you on the claim, however, you disconnected the callPlease call the customer service team at CHW at ###-###-#### 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/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 system was low on Freon Your system being low on Freon indicates that there is a leak somewhere in the system When the leak is not visible, a technician must perform a leak test A leak test would determine the location and cause of the leak, and in addition, the technician would take pictures of the location of the leak, the indoor and outdoor coils, and the model and serial number of the unit Per our policy, Section Letter D, Number 4, we do not cover leak test.Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you agreed to have the leak test performed Based on the leak test results, it stated that the thermal expansion valve was not regulating and not allowing the Freon to pass through properly, therefore a new thermal expansion valve was needed In addition to that, your unit is currently under warranty Per our policy, Section F, Number 15, CHW does not cover any item while still under an existing manufacturer’s, distributor’s, or in-home warranty Our policy also states in Section D, Number 4, CHW does not cover “…thermal expansion valve…”We strive to provide the best customer experience, therefore, we offered to cover the labor for the thermal expansion valve. While we do apologize for any inconveniences you may have encountered, please understand that CHW does not control the delivery of parts.As a goodwill gesture, we have placed a onetime free service call fee on your policy We regret to hear your wish to cancel your policy To process the cancellation, please contact our Customer Solution’s Department 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 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 *** Although we would never want to lose a valuable customer, if you would like to cancel the policy you can do so under the terms of the policy as outlined in section Letter L, Number which states If canceled after days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $administrative feePlease call the customer service team directly at *** in order to have this addressed. 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 was processed in accordance with the terms of the policy section Letter D, Number in which CHW is not responsible for leak detection testWe have however granted your request to cancel your policy in accordance to section Letter L, Number in If canceled after days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $administrative fee 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 policyThe diagnosis that was received stated that there were several leaks due to rust and corrosion in the evaporator coil and it needed to be replacedPer our policy, Section Letter F, Number 1&8, Choice Home Warranty does not cover failures “rust and or corrosion.” Our SrClaims Specialist advised you about the outcome of the claim and in response to your dissatisfaction, you were offered $goodwill funds to assist you on this non covered claim. You declined this offer and requested to cancel. You spoke with our Customer Solutions Department, who offered to assist by offering you to purchase a new coil at a discounted rate through Choice Home Warranty. You again declined, and requested to cancelPer your request, your policy has been cancelled. Please see Section L of Cancellations in our policy: This 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 a contract of insurance, residential service, warranty, extended warranty, or implied warranty. 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 UsThis 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 $administrative fee and any service costs incurred by Us. All cancellation requests must be submitted in writing 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: Their contract does not specifically state they do not cover heat echanger...the cause of of my water heater failure
Regards,
*** ***

Dear *** ***,Thank you for your response however we are not responsible for providing funds towards claims that are covered under manufacture warranty Also, per Section LCancellations we are not responsible for providing a full refund of the paid policy after days of purchase.We are able to provide you with a onetime free service call fee that we can add to your policy for the next claim that you may have.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policyIf you chose to cancel the policy, please contact us at ###-###-#### and speak with our cancellationsThey will explain Section Lcancellations to you.Choice Home Warranty

Dear *** *** ,Upon review of the policy, we do see that CHW has cancelled the policy for you and you did receive a pro-rated refund per the terms and conditions of the policy as stated in Section LCancellations. The refund has gone back onto the credit card that you used to sign up with CHW in the amount of $1658.32.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 our web site at ***Upon review of your washer claim, CHW doesn’t cover the part that had failed Your unit is a ** unit and it is only years of age As you stated, the warranty should not exclude parts if it is a manufacture defect Our company did not manufacture the unit, CHW does not cover manufactures defects and we do not cover the bearings We suggest that you contact ** to see if it is under your manufacture warranty.Since your policy has been cancelled with CHW, we are unable to assist you with this claim however if your unit is covered still under manufacturer’s warranty, they will be responsible for the parts to fix the unit or replace the entire unit This would not be something that CHW would do for a unit that is under their warranty.We do regret your frustration however CHW is in full compliance with the terms and conations of our policy. Thank you,CHW

Dear *** ***As stated before, this is a non-covered claim therefore CHW will not be covering the repairs If you do not want to accept the goodwill funds of $and would like to further dispute this claim, you can get a second opinion at your own expense If you choose to get a second opinion please submit your diagnosis to [email protected] for review If the diagnosis is different we would adjust the outcome of the claim accordingly. 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 *** Please accept the apologies of CHW for the unprofessional behavior that you experienced during the claim that was placed from the techniciansThis information has been documented and forwarded to the Vendor Relations team to be able to handle with the technicians that were assignedRegarding the claim, it was processed according to the policyYou have noted that section Letter D, Number indicates that washing machines are covered and they areHowever, please refer to section Letter F, Numbers and of the policy which states, “We have the sole right to determine whether a covered system or appliance will be repaired or replacedWe are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or colorWe are not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governments…..” and “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”. Based on the diagnosis that was received the unit needed to have a new control board and wouldn’t be worth the repair 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.Due to you disagreeing with our diagnosis, we advised you that you were entitled to get a second opinion at your expense. Please understand that getting a second opinion would mean that your technician would give us a call with their
diagnosis before proceeding with any repair. In this case, your technician made the repair without consulting us. Our policy states in Section Letter C, Number that CHW “…will not reimburse for services performed without prior approval...”However as a goodwill gesture, CHW will honor the reimbursement in the amount of $185.00.To accept this offer, please contact us directly at ###-###-#### Monday-Friday 9am to 6pm EST.Please note, that in order to move forward with any processing on your claims, you must bring your policy up to date by making a payment. 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 *** A review of the claim shows that the claim was processed according to the policyBased on the diagnosis that was received, the unit had multiple failuresThe breakers weren’t working properly, one was completely melted, the heat kit needed to be replaced, the motor and capacitator had also failedThe drain pan under the coil has a hole in it, the unit continues to freeze up as wellThese are things that are not wear and tear and occur as a lack of proper routine maintenanceSection Letter F, Number of the policy 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” Section Letter L, Number of the policy states, “…If canceled after days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $administrative fee and any service costs incurred by Us”CHW values all customers, however, in the event you choose to cancel, it will be in accordance with the policyPlease 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 C*** * ***, 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 the claim was processed in accordance to the policyThe diagnosis that was received from the technician was that the pool motor seized up and was no longer working, along with the impeller and diffuserThe backwash valve was also brokenIt was determined that the failure on the equipment is not something that would have developed and occurred in such a short amount of time of the policyThe policy effective date was 8/5/and the claim was filed on 8/24/Section Letter F, Number of the policy states that CHW is not responsible for repairs related to known or unknown preexisting conditions 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/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 steam radiators need to be replaced. Per our policy, Section Letter D, Number 5, “…Radiators…” are not covered. 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 $to assist You declined this offer Please be advised that the service call is to be paid on every claim (covered/not covered) per our policy Section Letter C, Number The service call fees are not paid to CHW as it is the diagnostic fee for the technician. As a goodwill gesture, we have applied a onetime free service call fee onto your policy This can be used on your next claim. 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 ***
* Your claim and policy has been reviewedThe effective date of the policy is 8/4/You indicated that there were no previous claims, however, the records indicate that there was a claim placed on 12/15/for the stove, 1/25/for the air conditioning system, 1/27/for the heating system and a final claim on 8/8/for the air conditioning systemThe claim for the air conditioning system on 8/8/was not covered due to lack of maintenanceThe evaporator coils inside of the air handler was smashed from a previous cleaning jobThe condensing coils were severely deteriorating and falling apartThere was also a large refrigerant leak in the condensing coilWhen you were informed of this, you advised that you would send in maintenance records CHW received and reviewed the documents that were sent in as maintenance records and it was determined that they were not sufficientThe documents that were received didn’t contain a model or serial numberIt was an invoice that showed that the coils had been cleaned and Freon was addedThe date was changed from 7/27/to 8/27/This showed that the leak had been in existence on 7/27/as Freon needed to be added and this was before the effective date of the policy, which made this a preexisting conditionIn accordance to the policy, CHW is not responsible for repairs related to known or unknown preexisting conditions We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear *** ***,Upon review of your claim, we do see that *** *** *** *** *** went to the home and they advised us that the “drain lines were clogged “ Since you are stating that they provided a different diagnosis, we will contact them and find out what they advised you and what was done.We were advised that this claim was not covered due to the lack of proper routine maintenance We will however review again with the technician and we will have one of our customer service reps contact you with the outcome of the review.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 the claims that was placed on your account was done and they were all handled according to your policyThere were two claims that was placed in which there were funds provided to assist with a new purchasedThis was the dishwasher claim on 5/16/and the water heater claim on 11/7/The diagnosis received for the dishwasher was that the hose connection was broken and the inlet valve was bad on the frame and couldn’t be repairedYou were provided with a dishwasherSection Letter F, Number states, “We have the sole right to determine whether a covered system or appliance will be repaired or replacedWe are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or colorWe are not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governments” Upon reviewing the claim for the water heater, it was also processed properlyThe issue with the water heater was the wiring harness and it is not economical to repair this failureSection Letter F, Number of the policy 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”You were offered $towards the purchase of a new unitIt takes days to process any reimbursements or other funds that will be received by CHW as it needs to go through the internal accounting procedureAs such, please allow days to receive the fundsPlease feel free to call the CHW customer service team directly if you have any questions at ###-###-#### We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear *** ***Please note that there was no criminal act as we stated previously, CHW did not receive a letter from requesting cancellation nor did we receive a phone call from you requesting cancellation. You stated in your reply that you left CHW “months ago” however, you advised different Escalation Managers that you cancelled “months ago.” Although you are not entitled to a refund per our policy in Section Letter L, as a goodwill gesture we offered you a refund for months in the amount of $239.94, which will be our final offer. To accept this offer, please contact us directly at ###-###-#### Monday-Friday 9am to 6pm 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 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 to the policySection Letter D, Number of the policy states improper use of metering devices is not coveredRecords indicate that during the conversation with the representative you were informed that there was a restriction in the piston which is a metering device and it wasn’t coveredAt that time you informed CHW that your Compressor was not workingA call was placed to the technician to get further information on the failureThe technician apologized for the misdiagnosis and informed CHW that the issue was not with the metering device but with the Compressor indicating that there were internal failures with the valves and they were not pumpingThis would occur with a lack of maintenanceSection 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 replacementCHW doesn’t require that maintenance records are submitted, however you are invited to submit the records to indicate that you have had proper routine maintenance in order for your claim to be reviewed in hopes of a more favorable outcomeShould you choose to do this you may submit them to *** and indicate the claim numberIf you have any questions, please call the customer service team at *** We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW