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 claim, we do see that you placed this claim only days after the policy beganPer our policy Section ACoverage states that all units must enter the policy in proper working orderBeing that the unit was not installed properly is a non-covered claim and it is also pre-existing per our policyPer our policy, Section FLimitations of Liability #states that we do not cover failures that are due to improper installations or repairs
We do see that you have paid $for this policy and CHW is offering to provide you with a full refund of the policyIf you would like to accept this offer, please contact us and we will provide you with the release agreement that allows us to do so
We do regret your frustration with this claim and the policy; however we are in full compliance with our 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 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

I do understand your frustration with this claim but please understand that this is not like the other claims that you have had Your other claims were covered claims and CHW paid accordingly This claim is not a covered claim and therefore we are not going to offer you the amount of the unit because we are not covering the cost of the unit We are offering you funds towards a new unit The amount that we offered you is a goodwill gesture, it is not a complete buyout of the unit, as stated this claim is not covered.We do have it documented that you did accept the goodwill gesture, and we have already placed the acceptance into the system for processing If you are rejecting the offer, please advise and we will not send the funds to you Also, please understand that this being a non-covered claim, CHW is not obligated to offer you anything towards a new unit.Again, we do have it documented that you have accepted the $on 6/4/15, if you are declining the offer we will cancel the goodwill gesture.Regards,CHW

Dear *** ***We emailed you at *** this morning stating that we received your paperwork As stated in the release agreement, you will be refunded in days. 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 ***

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 dryer and CHW dispatched a technician to your home The technician that went to your home explained to CHW that the vent was fully clogged and smashed; the unit was over heating from thisThe technician advised us that the collapsed and clog could be a fire hazard that he did explain to you This is a lack of maintenance and something that would not be covered per our policy, Section FLimitations of Liability #states that CHW does not cover failures that are a lack of proper routine maintenance.CHW does not have any reason not to believe the technician in reference to the claim, if you do not agree with the technician you are welcome to provide a second opinion to us and we will review over the claim againWe do not reimburse for work that has been already completed, we suggest if you disagree to provide us with a second opinion of the diagnosis. We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy. Regards,CHW

Hello, We apologize about the experience that you had with CHWCHW used trained technician to perform repairs and make diagnosis when applicableA detailed review of your claim indicates that it was not covered due to a lack of routine maintenanceIt is expected that customers will have their units maintained in accordance with the manufacturer’s specifications indicated in the manualThe maintenance records should demonstrate this was doneYou 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 Regards, CHW

Complaint: ***
I am rejecting this response because:It is unreasonable and unthinkable for the company to expect a household of 5, with small children, to go without a key appliance in the home for nearly a month and a half after filing a claim to be fixed. Furthermore it is highly unprofessional and less than poor customer service to not ensure the paying customer is aware of the circumstance until after a Revdex.com complaint has been filed. The item should have been replaced long before allowing the service to lag this long. The response given by CHW is unsatisfactory
Regards,
*** ***

I have not heard back from anyone on this. Just called Choice and they have no record of the resolution on this matter. Told me the warranty is about expired and after that they couldn't do anything. The person I spoke with said she would have to send it to the customer advocate but would not give me her name or allow me to speak with her.Your help would be greatly appreciated at this time.Thank you,*** ***

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,
*** ***

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,
*** ***

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 ***We do see that you have spoken with our Customer Advocate Tracy and she is providing you with a full refund of your policy in the amount of $725.00.We do regret your frustration and glad that Tracy could be of assistance to you.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 *** 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

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

I am rejecting this response because the cleaning of the air conditioning when it was dirty was done at that timeIt was your repairman's negligence or to CHW's convenience NOT to note that he indeed cleaned itAs it is to note that it was to CHW's convenience that their policyholder paid the repairman to come out, state the unit was dirty and simply do nothing to repair the unit CHW asked for copies of invoices to my repairs with another company and is now documenting that my unit was out of maintenance with the very papers that was requested from me in order to repair the unit The repair requests CHW quotes that were made to my air conditioner were made to my air conditioner under another warranty company This company practices deceptive tactics CHW made no attempts to determine what was done to the air conditioning unit when it was found dirty CHW uses deceptive practices to deny what is promised to its policyholders
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 *** 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 www.choicehomewarranty.com/useragreement. A review of the current policy shows that you previously cancelled another policy Policy#***-***-***shows that it was a year policy which you purchased November 30, The sales representative offered to waive the waiting period from days to days, making you policy effective date, December 15, When purchasing a year policy upfront, to show our appreciation, we give an additional year free On the same day you purchased the policy, you gave us a call back stating that you were going through a divorce and could not “do it” and that your “your lawyer told you no.” You advised us that you needed to cancel your policy Per your request to cancel, our Customer Solutions Department worked diligently in providing you the cancellation with the refund, this was completed on November 30, 2016.On December 1, you gave our sales team a call back, this time speaking with another sales representative This representative sold you a year policy for half of what you purchased the year policy for He did not offer to waive the waiting to days, meaning you would have to wait days before your contract is effective Per our policy, Section B states “Coverage starts days after acceptance of application by Us and receipt of applicable contract fees and continues for days from that date…” Please understand that when purchasing a year policy upfront, to show our appreciation, we give an additional months free Based on your purchase date of December 1, which became effective on January 1, your policy end date is July 1, 2020.On March 24, you called to place a claim for you leaking water heater The system did not allow the claim to process due system reading your sale date as December 1, It was brought to a manager’s attention whom updated the policy purchase date to December 1, If you would like to upgrade your policy, please contact our Customer Solutions Department 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 *** * ***, We regret to hear your wish to cancel your policy with Choice Home WarrantyPlease understand that per our policy, you are not entitled to a refund. Please refer to our policy, Section Letter L of Cancellations: 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 writingWe do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear Mr*** ***,Thank you for your response.We regret to hear your frustration As a goodwill gesture, we will offer you a one-time free service call fee for your next claim Please contact our claims department at ###-###-#### to accept this offer. Regards,CHW

If you have records showing routine maintenance as stated in Section F#of our policy, please send them to [email protected] and we will be happy to have our authorizations team review them for this claim. If the records show routine maintenance, we will be able to assist you on this claim.Thank you,CHW