Bass Services, Inc.

Dear *** ***We have confirmed that the work had been completed; we requested that an invoice from the technician be sent to you per your requestIt was advised to us that your mother had signed off on this and we are sending you the invoicesThe technician can be contacted at *** if you have not received them as of yet.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. We regret to hear your frustration and system failure We understand the urgency in your situation, however please note that we are not an emergency service company. A review of the claim shows that it was processed according to the policy This was an approved claim Based on the diagnosis that we received, it stated that there was a main line clogged The technician did attempt to snake the line, however, he did not have the retriever head to complete the job He advise CHW that he would not have the part for another days, therefore he requested another technician to be dispatched to your home, as he understood your sense of urgency. We dispatched the claim to another technician and did waive the service call fee for you We received notification from our technician that the job has been completed We do apologize for any inconveniences this may have caused you Please accept a one-time free service call fee for your next claim To accept this offer, please contact us directly at ###-###-#### Monday-Friday 8am-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 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 has started with us on 9/19/15, we see that you had placed a claim for your Air Conditioning System on 10/23/ We see that you had your own technician come to your home and diagnose your unit Upon diagnosis it was explained that the compressor had gone bad and the Freon had gone bad due to the compressor.We did advise you that this was a lack of proper maintenance and per the documents that you had sent to us do not show that the unit was maintained properly We see that you had the unit recharged but not repaired, the unit had a leak that was not addressed or fixed and lastly these documents do not show the serial number or model of the unit therefore we don’t know if this was for the unit that had failed Please see Section FLimitations of Liability 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.Also, per our policy, you had tried to dispute your claim and sent me an email Our policy states that CHW does have days to dispute a claim and allow me to review I do apologize if you were not familiar with that section but please view Section GMediation.Since you disagree with the outcome of this claim hence our policy, CHW will be happy to reimburse you the funds you paid for the policy $ Kindly contact anyone in our office as the notations will be on your policy that you have agreed to a full refund.We do regret your frustration with this claim however CHW is in full compliance with our policy’s terms and conditions. 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 *** A review of your claims has indicated that the claims have been processed in accordance with the policy outlined by CHWThe link to the policy is included aboveIt can also be found online under the user agreement section located at the bottom left of the pageA copy of the policy has also been mailed to you annually since the policy was purchasedThe policy outlines in details the levels of coverage in the policy and includes all exclusionsIf you would like to have a copy sent to you please feel free to contact 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

Hello, A review of your claim shows that your claim was denied due to a lack of routine maintenanceThis was due to the condenser leak that as foundYou said that you had maintenance records and although it is not required, CHW invites all customers to send in their records to reviewAt this time your policy with CHW has been canceled which means that no further action can be takenRegards, 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 heating claim, we do see that your policy began with us on 11/21/and you placed your claim on 12/2/15; stating that the unit last worked on 11/25/ The technician stated that the end switch on the inducer motor was open and it needed to be replaced It was explained to us that an inducer motor takes time to fail and that this failure could not have happened within the time frame of which you had your policy Since you stated that the unit stopped working only days after the policy began.Please refer to your policy and see section ACoverage #that states that all units must come into the policy in proper working order We urge all customers to take the day grace period to review their policy and contact us with any questions that they might have This grace period is also the time that you should have all the units checked in your home and ensure that they are in proper working order for the start date of the policy as stated in Section ACoverage #3.Best regards,CHW

We are very sorry that our policy confused you and you did not realize that you did not have a built in microwave but a counter top unit For your inconvenience, CHW would like to offer you a good will gesture of a one time free service call fee since you had to pay a technician to come out and diagnose something that we do not cover.If you accept, we will place this upon your policy for you if you should have another claim.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. Upon review of your claim, it does show that you do need to have a new unit placed into the home however our policy does not cover the actual main holding tankWe do see that there was an offer per our policy, Section FLimitations of Liability #which states that we will offer funds towards labor and parts for items that are no longer available CHW did provide you with an offer of $which is the cost of the labor and parts which you did accept.Please note CHW did follow our policy guidelines stated in Section F#below: “If parts are no longer available, We will offer a cash payment in the amount of the average cost between parts and labor of the covered repair.”We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home
Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php Upon review of your policy that began on 7/9/15, we do see that you placed a claim for your Water heater on 7/12/ It was diagnosed that the actual tank itself was leaking Per our policy, Section DCoverage, #6, CHW does not replace the actual tank itself CHW covers the elements that make the water hot Also, per our policy, Section ACoverage #you must come into the policy with all units in proper working order Due to the failure being an exclusion from our policy, we are not able to cover the claim.If you would like to cancel your policy, please call our cancellations department and speak to one of our agents that would be able to assist you.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us We do appreciate your feedback as this does help us with our customer service and service providers.Best regards, CHW

Dear *** ***We regret to hear your frustration. We have reached out to our Customer Solutions Specialist, and you will be contacted regarding your request. Once again, if you would like to cancel your policy please contact us directly at ***##-###-#### to speak with a Customer Solutions Specialist. Regards,CHW

Dear *** ***We regret to hear your frustration and your dissatisfaction with Choice Home Warranty. We strive to better our business practices therefore we take your feedback very seriously We have forwarded your feedback to the Director of Operations who will handle accordingly
At your request, we have cancelled your policy as of July 18, and processed your pro-rated refund in the amount $1, Please allow days for the processing time before your check is mailed out. 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 it was handled in accordance with the policySection Letter D, Number of the policy indicates that water sourced heat pumps aren’t covered under the policyA link to the policy has been included above and was sent when the policy was purchasedSection 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”Please call the CHW customer service team if you have questions at ###-###-#### We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

*** ***,Please contact CHW to cancel the policy, there is no fee for cancellations for a monthly customer however, we do need to have you contact us with a call or an email for documentation purpose, please either email *** and request to cancel the policy, or callus and we will cancel the policy The notes are in the claim for the claim to be cancelled. Thank you,CHW

Dear *** ***,We do see that CHW has assisted you with this non-covered claim by providing you with a check for the amount of $500.00. We do regret that our policy does not cover this failure however we are happy that we were able to assist you.Thank you,CHW

Complaint: ***
I am rejecting this response because:
I have not received contact from the business addressing cause of the rejection, which I feel was improper My position is that the language in the user agreement should have covered this repair all along, and that by refusing to cover it, CHW is not fulfilling its responsibility to me as a customer, and I request to be let out of the warranty contract I see they have not updated their user agreement to avoid any future confusions, and do not believe I can receive the customer service I agreed to when I signed up
Regards,
*** ***

Dear Cortney Avel,We regret to hear your frustration and apologize for any inconveniences this may have caused you For your convenience, please note that you are able to place a claim online at www.choicehomewarranty.com.As goodwill gesture, we have applied a onetime free service call fee
onto your policy that can be used on your next claim.Regards,CHW

Complaint: ***
I am rejecting this response because: We had the policy less than days, yet you kept over 50% of our money! Your policy excludes more than it covers. I notified your sales person that my a/c was years old and he assured me it would be covered!
Regards,
*** ***

I do apologize that you felt that I was refusing to answer your emails, as I stated to you I was trying to work with the Territory Manager to have the vendor refund you since your policy had been cancelled and we are in the process of an agreement with the vendor upon his account with
us. Also, I do apologize that no one returned your attorney calls or emails as I did send them to the attorney within our legal divisionAfter speaking with the vendor, he refused to release any money back to you. Our vendor did not invoice his work properly that unfortunately affected you and others. It is not that we refused to pay our vendor. Yesterday, 7/10/as you were speaking to Kyle I received the "ok" to be able to refund you the amount that the vendor had you pay and not invoice to us. You will be refunded the amount that you had to pay. This process as Kyle stated does take business days and will arrive to you as a check.I sincerely apologize that you felt that you were being ignored, as I was working on your issue with the other manager and billing department

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 the Total Coverage Plan on April 4, 2017, which became effective on May 4, 2017, as it states in our policy in Section B of Coverage, “Coverage starts days after acceptance…”A review of the claim shows that it was processed according to the policy Based on the diagnosis that we received, it stated that motor failed and needed to be replaced This failure would not have occurred within 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 requested to cancel due to your dissatisfaction We strive to provide the best customer experience, therefore as a goodwill gesture, we offered $towards the repair of the claim You accepted this offer. We received a call from you two days later stating that the unit was not cooling, and in turn, we dispatched to the technician to go back to your house for another diagnosis Based on the new diagnosis that we received, it stated that there was a bad thermal expansion valve and it needed to be replaced Per our policy Section Letter D, Number 4, CHW does not cover “…thermal expansion valves…”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel your policy Per your request, your policy was cancelled as of June 28, 2017.Please refer to our policy, Section Letter L of Cancellations as you were entitled to a pro-rated refund, not a full refund.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 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 $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

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 for your Air Conditioning unit, I do see that we did offer you a buyout of the parts that we see is no longer available As our policy reads in Section FLimitations of Liability “we do reserve the right to offer cash payment for parts” Please see Section below: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 governmentsIf parts are no longer available, We will offer a cash payment in the amount of the average cost between parts and labor of the covered repairWe reserve the right to locate parts at any time For the first days of the contract period, We are not liable for replacement of entire systems or appliances due to obsolete, discontinued or unavailability of one or more integral partsHowever, We will provide reimbursement for the costs of those parts determined by reasonable allowance for the fair value of like partsWe reserve the right to rebuild a part or component, or replace with a rebuilt part or component.Per your statement that “A home warranty is essentially insurance.” CHW has made it very clear in our policy that we are not insurance and explain that customers should not affiliate us with insurance that CHW is a warranty company Please see Section ACoverage #"NOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty. We do apologize for any frustration with this claim; CHW is in full compliance with our terms and conditions of our policy.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us We do appreciate your feedback as this does help us with our customer service and service providersWe will also look into the call that you had with Kyle, we do apologize if he came off as being rude, this will be addressed with him and his manager.Best regards,CHW