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 that began on 5/19/16, we see that you placed a claim for your Air Conditioning System on 6/10/You stated that the unit was last working on the 9th however per the diagnosis it shows that contactor was bad causing a failure in the capacitor and condenser fan motorThe unit was also low on Freon which happens within timeThis failure cannot happen within the time frame of the policy’s start datePer our policy, Section ACoverage #states that all units must enter the policy in proper working orderIt also states that in Section FLimitations of Liability #that we do not cover for any know or unknown pre-existing issueHowever, we do see that one of our Senior Managers Mr*** is assisting you with a resolution for this claim
We have reached out to him to contact you to settle this matter
We do regret your frustration with this claim; however we are in 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 8/7/15, we see that you placed your claim on the same day and you stated that the unit had not working in days prior to the policy.Per our policy, Section ACoverage all units must come into the policy in proper working orderYou stated that yours didn’t I do see that you were given a full refund for this 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 providersChoice Home Warranty was in full compliance with its terms & conditions.Best regards,CHW

Dear *** ***,Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously
Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on www.choicehomewarranty.com/useragreement. A review of the claim shows that it was processed according to the policy This was a covered claim Based on the diagnosis that we received, it stated that there was a failed multi-port valve leaking from the top Due to conflicts of scheduling, you opted to use your own technician, in which you paid upfront for the cost of the repair Please understand that if the claim is covered, we reimburse the labor and parts at our cost Please see our policy, Section Letter F, Number 16,“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.”Our SrClaims Specialist advised you about the outcome of the claim, our policy, and offered you the reimbursement amount of $265, in which you were not satisfied We strive to provide the best customer experience, therefore, we offered half of what you paid for your repair, in the amount of $ You accepted this offer and as of June 26, we have authorized the funds for you Please allow days to process before the check is mailed out.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 our web site at ***Upon review of your claim, we show that the unit was not covered due to a lack of proper routine maintenance The technician’s diagnosis along with the pictures provided was the proof that the unit was not maintained properly Per our policy, Section FLimitations of Liability #states that CHW is not responsible for repairs that are related to a lack of proper routine maintenance. On 12/31/15, you sent us an invoice that showed a previous repair, this is not maintenance The difference with maintenance and repairs are: A technician will come to your home for routine maintenance at least once a year to following the *** approved maintenance performanceThey will make recommendations that the customer should follow. A repair is done only when there is an issue/problem• The record that you provided was not preventive maintenance. You had chosen to cancel your policy with us and we did agree to stop the Warranty and did agree not to charge you the $monthly This claim has been cancelled since December 23rd and has not been charged since.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy.We urge all customers’ to review the policy within the day grace period that is provided before the policy begins You have this time to ensure that all units are in proper working order as well as to cancel for a full refund within this time period. Best regards,CHW

CHW has made attempts to reach you and have not been successfulRecords indicate that you have called and requested to speak specifically with the manager and not allow a representative to assist youThe information has been sent to the manager requesting a call regarding the cancellation of the policiesYou may call CHW directly at ###-###-####. Regards,CHW

*** ***,Since you are not happy with the amount that we have already provided to you, to save you time we are willing to provide you with an extra amount of $that would be a total of $towards your new unit When CHW does purchase a unit for the customer it is always a new unit, we do not provide refurbished If you would like the extra funds to be sent to you , please advise us and we will do soIf you would like for us to provide a unit, we would have to have our purchasing department find a unit that is similar to yoursPlease note we do not match for color or brand. We look forward to your response.Thank you ,CHW

Complaint: ***
I am rejecting this response because:I am in great need of this problem with my central a/c to be fixedEither correct the parts or refund my money so I can find someone capable of providing a/c to my homeI am glad to know that it is now in review, as I was told two days ago that the claim was closed as services have been rendered and problem has been solved, is there a timeframe so I know when to expect the review to be completed and decision made?
Regards,
*** ***

Complaint: ***
I am rejecting this response because: although communicate with the choice warranty supervisors promise me repairs for my air conditioners and microwave I am not in receipt of sameI want ALL my money back that was charged to my account as well as the check for replacing my microwave as my air conditioners are not repaired and its been OVER a month we are in florida so u can only imagine the suffering my family has enduredall I get is a big run around. the so called technicians have told choice that I need a new motor on the one side and the other side of the house ac probly needs Freon or a regulator of some sort. the technician is *** *** out of bell florida and they have repeatedly contacted choice to identify what needs to be done. I cannot wait any longermy family and animals are ill from the heat. choice has clearly and intentionally violated their contract with me and I have given them way too much time to make the matter rightplease assist AT ONCE>
Regards,
*** ***

*** ***,We do regret any frustration and we do have the policy cancelled CHW will request that the call be found and listened to.Please allow sometime for the refund to be placed back onto your credit card.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***.Upon review of your claim we do see that the claim was not covered since the technician provided a diagnosis stating that the compressor had failed due to the coils being completely clogged. Our records show that the policy has been cancelled and you chose to cancel rather than provided a second opinion. Our policy states in Section FLimitations of Liability we do not cover failures due to a lack of proper routine maintenance.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, we do see that you placed a claim for your microwave unitWe also see that per the serial numbers it has been found out that although the unit is built in with a trim kit, this is a countertop microwave and that is something that we do not cover per our policy We did offer to assist you and provide you with a goodwill gesture of $towards the repair or replacement of this unit We have not heard back from you, kindly please contact us for your answer.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW

Our cancellation process is a bit different, you paid for the policy upfront but when cancelling as per the terms in the policy, Section LCancellations You would pay an administration fee of $plus the claims that CHW had paid for your claims CHW has paid out $in claims.Please see 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 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. Please contact our cancellation department to further assist you.Thank you,CHW

We are very sorry for your frustration with this issue, our website has our policy as well as when you were a customer you could have logged onto the portal in the customers account center to view your policy CHW is one of many few companies that do post their policy online for anyone to view at anytime I do see that you were emailed the policy as well as sent the hard copy; I do apologize if you did not receive it but our policy does state in 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 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. Your refund was correct, the claim that you had submitted was not a covered claim not due to price as you suggested but due to the failures and time frame that the policy was in effect.Regards,CHW

Dear *** ***,We regret to hear your frustration and dissatisfaction with CHW. In a recent review of your policy, per your request, we have cancelled your policy as of 9/15/and your refund in the amount of $1,is currently processing Please note that you agreed to the
refund amount with the Director of Sales.Regards,CHW

Complaint: ***
I hereby reject the Choice Home’s response to my complaint, and I maintain my position that Choice Home is not in compliance with the terms and conditions of their policy for reasons listed belowMoreover, I hereby maintain that Choice Home is exhibiting unethical business practices by refusing to honor a signed agreement1. The initial analysis by the technician was that the control board on the unit had failed, and it needed to be replacedChoice Home allowed the replacement of the board, and it was not until the refrigerator failed to operate after the board was replaced that the “surge” excuse was mentioned by Choice Home in order to reject the claim2. When I called Choice Home to follow up on the status of the new part that the technician said was needed, it was only then that the Choice Home representative mentioned that the claim was being rejected because of the supposed “surge”Upon hearing this, I informed the representative that there had been no incident of an electrical surge when the refrigerator failed, he mentioned that their decision would stand3. There is no technical or substantive proof of any kind that the failure was caused by a “surge”, and Choice Home has not provided any solid evidence that it was actually caused by a surgeMoreover, the part that was initially replaced does not contain any physical markings such as charring or anything else that indicates a “surge” took place4. The Choice Home technician did not mention to me at any time that he was certain that the issue was caused by a “surge”.Regards,
*** ***

Per your conversation with the supervisor, the funds were sent to you and authorized on 10/18/15, per our policy Section FLimitations of Liability #states that “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.”CHW cannot offer any further funds for this claim as this is the amount that we have already sent and was agreed upon Our offer to you is to send us the check back and once we receive it we can provide you a full refund. CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear *** and *** *** 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 account, there appears to have been several claims that were coveredRecently there was a claim for your Air Conditioning SystemIn accordance with the policy guidelines, section Letter F, Number 8, claims related to rust and corrosion aren’t coveredPlease refer to the policy as outlined above and feel free to reach out to our customer service team directly should you have any questionsWe can be reached at *** We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

I am rejecting this response because:
That is a bold face lie!!i have the work order from the service technician that stated "1) the unit has a defective compressor that is not worth repairing at this point" and "2)The UNIT HAS BEEN MAINTAINED PROPERLY"
Regards,

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 AC, I do see that the technician stated that the evaporator coils were clogged, this being clogged can cause the unit to fail, even if a part is new or not The air flow being restricted will cause this failure to happen due to it overworking itself If you feel as though the circuit board is defective, we ask that you contact GET COOL to directly speak to them about this issue CHW per our policy is not responsible for the technician’s repairs.I have attached a picture of the unit that was given to CHW from the technician showing that the unit was clogged and had tree’s growing through the unit itself Lastly, since you have cancelled your policy already and as a courtesy CHW did give you credit of your last monthly payment, we are not able to refund you for the month of $that you paid to us for your initial payment to CHW Also, the service call fee that you paid the service provider does not go to CHW, it does go to the technician for them to come to your home; as it is stated in the policy that is required.Please see our policy below:FLIMITATIONS OF LIABILITYThe 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 conditionsWe are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressureWe 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 replacementYou agree that We are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performanceYou also agree that We are not liable for consequential, incidental, indirect, secondary, or punitive damagesYou expressly waive the right to all such damagesYour sole remedy under this agreement is recovery of the cost of the required repair or replacement, whichever is less.Section CSERVICE CALLSYou will pay a $trade service call fee (“Service Fee”) per claim or the actual cost, whichever is lessThe Service Fee is for each visit by Our approved Service Provider, except as noted in Section C (5), and is payable to Our approved Service Provider at the time of each visitThe service fee applies to each call dispatched and scheduled, including but not limited to those calls wherein coverage is included, excluded, or deniedThe service fee also applies in the event You fail to be present at a scheduled time, or in the event You cancel a service call at the time a service contractor is in route to your home or at your homeFailure to pay the Service Fee will result in suspension or cancellation of coverage until such time as the proper Service Fee is paidAt that time, coverage may be reinstated; however, the contract period will not be extended.We do apologize for your frustration with this claim; 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 *** ***,
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 see that it was placed days after the policy beganThe technician that was out to your home at that time stated that the unit was low on Freon, we did advise you at that time that the failure of the unit was too extensive to have happened within the timeframe of the policy’s start datePer our policy, Section ACoverage #states that all units must enter the policy in proper working order
On 5/25/16, you placed another claim for the same unit as well as your second unitThis claim showed that the units were completely out of Freon, there was a visible leak at the condenser on the top of the coilThe other unit had a visible leak at the bottom of the condenser coilWe did receive pictures of the unit and it showed to be in very poor condition and it was stated that there was a lack of proper routine maintenance however this being the same unit that was not working in the first claim that you placed a year prior shows that it was not fixed properly and therefore still remained a pre-existing failure to the policy’s start date
We do regret your frustration with this claim however CHW is in full compliance with the terms and conditions of our policy
Sincerely,
CHW