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 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 policy with CHW we do see that we were able to assist you with previous claims totaling $ However we do see that you placed your claim for the AC System and in reviewing that claim, we do see that the technician stated that the unit was shorted to the ground which is caused from excess overheating of the compressorWhen a unit is overheating it could be from a power surge, lighting strike or having no Freon or a lack of proper routine maintenance; all of which are not covered under or policy
We do see that you spoke with one of our supervisors and stated that you were going to send in maintenance records and you were going to send in a second diagnosis from your own technicianIf you have had a second opinion or maintenance records, we would be happy to review them for you to see if we can have more of a favorable outcome for you
Please note that per our policy, Section CService Calls state that anytime you have a technician come to your home for a claim, if it is a covered claim or not, you must pay the technician for the service call feeIt is documented that you stated you did not pay this fee
Also, per our policy, Section FLimitations of Liability #states that CHW does not cover failures due to a lack of routine maintenanceIn our policy, we do state as well in Section F#that we do not cover for any type of power surges
Please note that if you are to use a different technician, you must provide CHW with the diagnosis before any work is to be completedIf you do have the work done without providing us with the diagnosis and not receiving authorization, we will not provide funds for any of the claim
We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy
Sincerely,
CHW

*** ***,You are more than welcome to contact the technician and request this information from him as our system cannot produce this for you Also, since the dryer caused the breaker to go out, that would not be a covered claim under our policyThat would be considered to be secondary damage which is not covered per Section F#19.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 claim shows that the claim was handled according to the policyCHW does cover the appliances despite the age in accordance with the contractThe diagnosis that was received was that the Evaporator Coil had leaks and there was also rust displayedSection Letter F, Number of the policy indicates that CHW is not responsible for repairs related to rust and corrosionAs such, the claim wasn’t coveredYou have indicated that you would like to cancel your policyCHW values all customersPlease refer to section Letter L, Number of the policyPlease call the CHW customer service department 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 *** *** 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 covered properlyThe claim was placed on 8/12/Section Letter C, Number of the policy 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”It was also explained that CHW does offer the reimbursement option as any customers, choose not to waitWith this process however, prior authorization is needed in order for CHW to reimburse, additionally, the technician is reimbursed at the CHW rates and it takes up to days for the reimbursement to occur Additionally, based on the diagnosis that was received, the claim was not covered in accordance with section Letter F, Number of the policy in which CHW is not responsible for repairs related to improper installationThe previous repair line wasn’t welded properly which caused a crack and Freon leak 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. Upon review of your claim we do see that this unit was awaiting parts to be ordered On 3/14/we were advised that the parts were lost in shipment and we did reorder the parts Understanding that this was taking a while to repair for you, CHW then offered you a buyout for the unit which you did accept on 3/25/in the amount of $ Being that this took so long to resolve and our checks take business days to receive, we have added a onetime free service call fee to your policy as a gesture of appreciation that you have been so patient with the process Thank you for being a valued customer to Choice Home Warranty.All of our best,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

The documents need to be submitted directly to CHW at *** and please include all correspondence numbers on the requestIf there are questions, please call the customer service team at CHW directly at ###-###-#### Regards, 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,
*** ***

A check was issued to you on the 16th of June Our checks are computer generated and do take business days to dispense out of the machineAs *** explained to you, you will receive your check business days from 6/16/15.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 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 policy, we do see that you purchased the policy with us on 5/23/and as a goodwill gesture we did start the policy earlier for you, however we do recommend that you read the policy terms and conditions before you enter the policyPer section ACoverage #states that all units must be in proper working order the day your policy comes into effectWe do see that you had requested that the policy begin early because you had an issue with your AC System and Allan agreed to send a technician for you however he did explain that you would be required to pay the technician for the service call no matter if it was a covered claim or notPer the policy, Section CService calls states that you will have to pay for the service provider to come to your home if it is a covered claim or notYou refused to pay the provider for his time leaving this for CHW to pay
Per the policy, Section LCancellations CHW has the right to cancel your policy for non-payment to the technician however we did not do so and we did permit you to cancel per the terms of the policyYou were subject to pay the administrative fee of $and you had to pay back to CHW what we paid out on your claim, and in this case it was the service call fee that you chose not to pay the technician
We do regret your frustration with this claim; however we are in 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. In recent review of your policy, you purchased the Total Plan policy on July 5, which became effective on August 5, 2017. 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 understand that the failure to the compressor could not have occurred in the short lifespan of the policy. Per our policy, Section Letter A., Number CHW requires all units to be in proper working order on the effective date of this home warranty contract.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 $ You accepted this offer and requested the funds be authorized to the technician As of August 8, 2017, CHW authorized the funds of $to *** *** *** ***.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 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

Dear Jack * ***, 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 *** This is regarding claim number ***Upon review of your records it appears that your claim has been processed in accordance with the policy section Letter F, Number which 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 replacementThe unit wasn’t cooling due to a loss of Freon through a hole in the Condenser CoilThe Coil had a hole due to rust and corrosion that caused the continued deterioration of the coilThis is something that would not occur if the unit was receiving proper routine maintenanceBased on the conversation held with one of the managers, although CHW doesn’t require customers to send in maintenance records, you were invited to send in the proper routine maintenance records to have the claim reviewed in hopes of a more favorable outcomeYou may do this by sending the information to *** and add the claim number to the top of each of the pages 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/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 valve for the head that controls the regeneration was stuck and needed to be replaced. This can only happen from a lack of maintenance as the debris builds up and it gets stuck. 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. As a goodwill gesture, we have added 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

Complaint: ***
I am rejecting this response because: I am rejecting this because the Company that Choice Home Warranty sent out is telling me one thing, and Choice Home Warranty is telling me anotherI stood in my kitchen with the technician and he stated that the unit had been properly maintained. I have sought legal counsel and will be taking Choice Home Warranty to court. They will have to bring their proof to court that it was not maintained as they stated. These people are liars, and this is one reason why they have had so many complaints. After careful research I found out that I am not the only one that they've treated this way. I believe it was in they were sued by the State of New Jersey for the exact same practices they are doing now. They had to pay the State of New Jersey and make full restitution to the customers. As of my cancelling my contract with them, that was done on the 24th, after speaking with the New Jersey State Attorney Generals Office and filing a formal complaint with them. My contract was in full effect when my air conditioner went out. Yes, you have a contract with Wynne Air, but it will all come out in court about who's lying. You are nothing but thieves, and this is one disabled Veteran that is not going to back down. I will see you in court!
Regards,
*** ***

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,
*** ***

Complaint: ***
I am rejecting this response because:
The pipes are cast iron, as you know cast iron does not get rusty, its not metal, but however it does get a rusty color, ask any plumber, I called up the technician you send down, he did not mentioned one word of rust, that's what you made up same as last time when you made up different reasons why you are not going to cover it, The pipes are not thin and cracked because its old and under the warranty wear and tear is covered, and that's exactly why this happened, I had another plumber coming he showed me there is rust after taking a wet towel and wiping it,you told me you have pictures of the rust and **st likely you will send me the' Y' shape pipe which is not being used in the line and thats not where not problem is, where the crack is there is '0' a**unt of rust, please send me those pictures, and also send down another technician for a second opinion, why can't you for ones keep your promise to cover someone when something breaks? its the second claim I had with you and yet both times I had to go through hell to get it solved and only after I had a court order against your company, P.S I will send you pictures of the pipes when I get a chance
Regards,
** ***

Complaint: ***
I am rejecting this response because: they are denying the claim based on a technicality. This is not good business and contrary to what other home warranty companies provide
Regards,
*** ***