Bass Services, Inc.

Dear *** *** Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to
protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on www.choicehomewarranty.com/useragreement A review of the claim shows that the claim was processed in accordance with the policyThe diagnosis received was that the control board was in need of replacementAfter careful consideration, it was determined that it wouldn’t be beneficial to repair the unit based on the costSection 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”Additionally, section 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….”As a result, CHW has provided a payment in the amount of $to use towards the purchase of a new unit in accordance with the policyThe initial amount offered was $259.99, however, after careful consideration and discussion with the customer, the amount was increased to $and the customer is in receipt of the checkPlease call the CHW customer service team directly at ###-###-#### if there are any questions 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 Please note that your policy coverage started on 6/2/ Based on the claim placed on 7/21/17, you stated that the last time you unit was working was 6/13/ Please understand that the failure that occurred to your compressor: shorted to ground takes time to develop as the internal windings gradually overheat, which eventually causes the compressor to fail While your unit may have been working prior, the internal windings were gradually failing Your unit would not have shorted to ground in the matter of days. As a goodwill gesture, we have offered you one free month and in addition to that, we will add a free service call fee to your policy 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 www.choicehomewarranty.com/useragreement. Upon review of your claim, we do see that CHW dispatched *** Plumbing to your homeUpon diagnosis we advised the technician that this would not be a covered claim due to the fact that CHW does not cover failures that are a result of freezing or improper installationThis is stated in our policy under Section FLimitations of Liability #as well as #11.CHW would only pay $maximum for a plumbing claim if it were a covered claim, this was in fact not covered and this was completed without any authorization from CHWWe spoke with the plumber and explained that our policy stated that he has to have prior authorization for a claim and if that claim is not covered then any access would not be covered eitherThis is stated in the policy in section D#under the excluded portion.We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy. All of our best,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 this claim, we do see that the failures were due to a non-covered issuePlease refer to our policy, Section FLimitations of Liability #as well as #They both state that CHW does not cover failures due to rust or corrosion
Our policy as stated above is online for anyone to view before they purchase itOnce purchased, you do have days to review and if you don’t agree, can cancel for a full refund
Our policy also states in Section ACoverage #that all units must be in proper working order on the start date of the policy
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 *** A review of the claim shows that the claim was handled according to the policyThe diagnosis that was received was that the system was in very poor conditionThere is also grinding in the systemSection Letter F, Number indicates that, “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 replacementIn the event a claim is denied, and a customer seeks to have CHW review that denial, CHW has the right to request maintenance records in reviewing its decision” CHW doesn’t require maintenance records, however you are invited to submit the maintenance records to allow CHW an opportunity to review the claimThis information can be submitted to i***CHW has offered to provide $as a goodwill gesture to assist with the non-covered claim and it was declinedPlease call the CHW customer service team at ###-###-#### if there are any questions or you would like to accept the $goodwill offer that CHW offered to provide as assistance towards repairs of the non-covered 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 *** Upon review of your claim it appears that your claim was processed in accordance to the policy section Letter F, Number in which CHW is not responsible for repairs related to lack of 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 *** A review of the claims shows that CHW did process the claim according to the policy and it was coveredPlease accept the apologies of CHW relating to the additional issues that were caused by the technicianCHW has made attempts to reach out to the technician and was told that the part was thereSection Letter F, Number of the policy states, “You 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 damages” CHW is not aware when the technician doesn’t come unless you make them aware as the claim is closed and approved through CHWA request has been made for a CHW representative to call you again as the claim indicates that a call was placed to you unsuccessfully and a voicemail message was left 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:There policy says they will find a repair person within hours
Regards,
*** ***

Dear *** ***,Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously
Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claim and policy, I do see that this was taken care of and that the amount was processed back to you for $ Since the policy was cancelled and our process is if a customer cancels the amount paid to or for the customer is paid back to CHW, we would not send the check to you Please read Section LCancellations: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.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.We do regret the frustration with this claim however; CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW

Complaint: ***
I am rejecting this response because: There is no way it could be a pre-existing condition when my A/C unite has worked perfectly in the digit degree of weather and no sign of a problemI don't believe the technician that you sent out was totally honest because he told my husband one thing and then told me anotherWhen I called in to find out the reason for denial I was not advised that I could get a second opinion from the first so called "Supervisor" so I had it fixedThen the 2nd so called "Supervisor" I spoke with said I could get a 2nd opinion but since I already had it fixed then it's voidedHe also told me that Choice Home Warranty denies a lot of the claims that he goes out on - 25%Wow that is a lotThen the fact that they took payments from my account within a matter of weeks was also UNACCEPTABLEIt took me phones called to get them to correct thatI really think this company is very shady and I wish I would have never changed companies because I KNOW I would not have gone through this crap
Regards,
Lisa ***

Our team is here to assist youThere are no notes on the account to indicate that we have received a call or any correspondence requesting to cancel the 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 ***
* A review of the claims in questions show that the claims were processed per the policyThe microwave claim was placed on 5/15/The claim for the microwave was partially coveredBased on the report that was submitted from your selected technician, the latch and transformers were in need of repairPer the policy, the door latch is not covered as outlined in section Letter D, Number of the policyThe transformer is a covered issue and CHW provided reimbursement for the cost of the part and labor at the CHW rate which is the rate that CHW reimburses for technicians that aren’t contracted with CHWAs a result, a payment of $was made for the repair of the microwavePlease note that CHW has contracts with technicians in the area and all customers are welcome to obtain a second opinion at their expense and submit the information to have the claim reviewedThis is what occurred in this situationCHW also will allow for customers to use their own technician and they will be reimbursed in days AFTER receiving the prior approval necessary to conduct the repairs Section Letter F, Number states, “We are not responsible for any repair, replacement, installation, or modification of any covered system or appliance arising from a manufacturer’s recall or defect of said covered items, nor any covered item while still under an existing manufacturer’s, distributor’s, or in-home warranty” As such, the claim for the air conditioning system that was placed on 9/19/is not covered by CHWPlease call Goodman to determine how you can have this issue rectified 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 understand you might be in compliance, but the way your program was advertised and sold to me was completely different, I feel that I have been trick by your representatives into signing up for this program
Regards,
*** ***

Dear *** *** * ***,We do regret if any of our customer service reps were rude to you in any manner at all This is not condoned by CHW and we will request that the call be reviewed by our Quality Control department however, we do see that this claim was completed We received a message from the technician on 1/13/and we reached out to the tenant and they did confirm that the unit was fixed within the same week that the claim was placed.Please contact us if you have any questions or concerns at ###-###-####.Thank you,CHW

Dear Ms*** ,CHW would like to offer you a full refund of your paid policy We have offered this to you previously and we asked that if this was offered you would accept this as a resolution to the complaint If you accept this goodwill offer, we do ask that you agree to the release
agreement that states that you are satisfied with the resolution of having back a full refund.The claim itself would not be a covered claim however we are willing to provide a full refund to you.We will have one of our Advocate's contact you via email. Thank you,CHW

*** ***You are welcome to have the technician provide us with an updated diagnosis or provide us with records of maintenance. As of now, the outcome stands from the diagnosis that was provided to us.Please have the tech contact us at *** option then option 1. Our offer for the full refund still stands, if you would like to accept this, please contact us at ***Thank you,CHW

Dear Mr***The purpose of the Revdex.com is not to “appease” youThis is a non-covered claim per the terms of the policy that clearly states, CHW does not cover units that are under manufactures warranty This is in Section FLimitations of Liability # We are not responsible for any repair, replacement, installation, or modification of any covered system or appliance arising from a manufacturer’s recall or defect of said covered items, nor any covered item while still under an existing manufacturer’s, distributor’s, or in-home warranty.We do regret your frustration however; CHW is in full compliance of the terms and conditions of our policy.Thank you,CHW

Dear *** ***
We regret to hear your frustration.Please understand that the failure that occurred to your unit would not have failed within the short lifespan of your policy. The outcome of the claim stands.We strive to provide the best customer experience, therefore as a goodwill gesture, we have added a onetime free service call fee onto your policy. Regards,CHW

Complaint: ***
I am rejecting this response because:
Choice Home Warranty should update their contract agreement with exclusion list in point font size so that other customer do not face same problem and make informed decision while purchasing contract from Choice home warranty. Choice home warranty must make an attempt to send a technician to assess the problem and then suggest whether it is covered or not covered rather than rejecting claim based on problem description
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 policy, we do see that CHW has assisted you with previous claim:Claim # *** for your Oven Stove Cook in the amount of $142.78For the claim that you placed on 5/22/15, we had explained to you that since the condenser was located at the top of the 3rd floor, we were unable to have a technician go to the roof due to the steepness The technician would need some type of crane That is not something that is covered by our policy The technician also stated that there is something wrong with the “disconnect” but again would have to investigate and could not due to without the assistance of a crane The technician did inspect the service panel and found no issues. Per our policy, Section DCoverageAir Conditioning System- Excluded is cranes. We do see that you had already cancelled the policy that you had with us on 6/9/ We are very sorry that you chose to cancel your policy with us Due to this cancellation, CHW is unable to assist you with anything further 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