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 it was processed according to the policy Based on the diagnosis that we received, it stated that compressor is pulling the lock rotor and the heat pump needs to be replaced This failure occurred from a lack of proper routine maintenance 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 We strive to provide the best customer experience, therefore, we have resubmitted your claim for review Once we have received an update, we will reach out to you.If you have any further questions or concerns please contact us directly at ###-###-####, Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm ESTRegards,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: It has been daysWe still have not received any moneyWe had storms the night it went out Choice sent *** *** out and they said it could have been lightning that caused it and nothing about the maintenanceHow do Choice know what caused it when they were not hereThey refused to except the professionals wordWhy do they even have them if they don't trust their wordI accept the $cancellation fee but I should receive the remainder of my money which is $This was inspected in May before we purchased the home and it passedThat difference that they are claiming of prorate is them changing the policy from what we signed for
Regards,
*** ***

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 do regret you feel as though our company is not interested in helping with your claims, we do see that we have assisted you in over $worth of claims but unfortunately this claim was not covered due to the failure which was rust. If the unit was maintained properly, the failure of rust would not have happened. If you would like to provide a second opinion you are more than welcome to do so but if the failure is due to rust, that is exclusion to our policy and we will not be able to cover itPlease kindly see Section FLimitations of Liability #as well as FLimitations of Liability #both that will advise you that CHW does not cover failures due to rust 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

*** ***
I am rejecting this response because:
As per the business response I called CHW customer service, they keep saying cancel your policywow ....very unprofessional response from the customer service, cant believe I have recorded whole call and will share it in couple of days. Why CHW want me to cancel my policy ? they dont want business ?

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 you placed a claim and that we do not have a diagnosis from the technician that came out for the washer however we did receive a call from you stating that the tech stepped on the unit and now that unit will not workPer our policy, CHW is not responsible for the negligence of the technician however we can provide you with the phone number to contact them.In reference to the dryer claim, we do see that this is a covered claim and that the technician at that time was trying to reach out to you to set up a time to fix the unit This was on 2/9/however, on 2/17/17, we received a call from you stating that the technician did fix the dryer but did not fix the washer As a goodwill gesture CHW did request that the tech- Contractors Plus go back to your home at no cost to evaluate your concernsIf you would like to contact that technician please call ###-###-#### 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 claim shows that it was processed according to the policy Based on the diagnosis that we received, it stated that bottom freezer door gasket was worn out and caused cold air not to freeze the unit Per our policy, Section Letter D, Number 3, CHW does not cover “…Door seals and gaskets…”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel do your dissatisfaction Per your request, your policy has been cancelled as of June 5, Please note, that this claim does show that you were not charged a service call fee In addition, our policy states in Section C, Number 4, that “You will pay a $trade service call fee (“Service Fee”) per claim…” therefore the service call fee will not be refunded.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 claim shows that the claim was handled properly in accordance to the policyOn 9/28/16, CHW advised that a leak detection test would be neededThis is not covered in accordance to section Letter D, Number of the policyIt was at that time that it was explained that customers that choose to use their own technician should be sure that photos are required as well as the name plate including the make, model and serial numbers on the unit as well as the location of the leak The invoice that was received by CHW indicated that the evaporator coil was leakingCHW made an attempt to phone the vendor on the invoice and was advised that there wasn’t a leak detection test performed and that the incorrect invoice had been sent which was why there were no pictures includedCHW explained again what was needed with the leak detection test informationUpon receipt of the information it was determined that the coil was leaking due to rust and corrosionSection Letter F, Number of the policy indicates that rust and corrosion aren’t covered We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear *** ***,
Unfortunately, the diagnosis was reported back to us differently and it was stated that this was a lack of proper routine maintenanceIt was documented from the technician that he “hooked up gauges and unit was empty, noticed compressor wire over discharge line, line was burnt.” If a system was recently checked, this would have been caught, the licensed qualified technician would have been able to see that a wire was lose or that it was damaged and fixed it prior to if falling and failing
We do not see that you had submitted any form of maintenance showing that you did have routine maintenance done to the systemWe see that you chose to cancel the policy rather than assist yourself in providing to us that statement that you “had routine maintenance done.” If you would have advised that, we would have stated for you to send in the records for us to review
We do regret your frustration however you did chose to cancel and we are unable to process a claim that is non-covered and cancelled
Respectfully,
CHW

Complaint: ***
I am rejecting this response because: I did what I am required to do and called in a professional HVAC company that normally do repairs on my unit for *** *** *** *** ***
Their dispatched tech, who called to check on what their decision was, told me he was asked to send them a picture, he did and they made their determination based on that and he did not tell them all that they included as excuse
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 *** We have reviewed your claim and at this time both of your contracts have been canceledWe have carefully reviewed the claim and based on the policy, section Letter B “coverage starts days after acceptance of application by us and receipt of applicable contract fees and continues for days from that date”Additionally, the policy outlines in section Letter A, Number 3, “this contract does not cover any known or unknown pre-existing conditions”Based on the technician’s diagnosis, the magnetron and transformer are parts that require time to become faulty, which resulted in the decision of the condition being pre-existing to the start date of the policy 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. We do see that *** has been assigned to your claim and they were supposed to be out to your home on 2/17/between the hours of 8am-12pm.Please kindly contact us at ###-###-#### if the vendor did not show or if you have any other issue As an apology for the time this claim took, we have added a onetime free service call fee onto your policy for the next claim that you might have to place CHW is going to reach out to *** today as well to ensure that they were able to go to the home and order the parts you had mentioned. We do regret your frustration and do hope that your next claim with us is not as difficult.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 *** 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

I have received the record that you submitted to us Attached is what you had sent into us, unfortunately and this is an invoice for a repair not a routine maintenance record that you would have; besides that fact there is not a technician telephone number and it does not have license of the certified technician that did the work Lastly, this does not state which unit was worked on (serial number, make or model.) I do apologize but our authorization manager has stated that this is not a valid maintenance record We would have to ask for records that show that you had the unit maintenanced, not serviced Also, it would have to show us what the technicians name is so we can contact them in regards to the unit.Thank you,CHW

Obviously they did not provide peace of mind by providing a positive experience. As you can see, they only offered to send me an additional $92.48, which is still short $from what it cost to replace itAnd the replacement is not as good as I had, but all I could afford. I did not contact their Claims Department to accept the offer. I want the whole $and I won't take it any further. I do have plans to call a local TV station to air my grievance and, if need be, take it to small claims court. I don't want to do this and I don't think Choice would appreciate it if I did...especially airing my grievance to the entire Phoenix Valley area

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 *** It appears that you would like to cancel your contract and receive a refund in accordance to the terms of the policyYour policy can be canceled in accordance to section Number L, Number 4, 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 UsPlease call our customer service team directly at ***
* 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 8/10/15, we see that you placed a claim for your AC unit on 9/1/ This was less than a month into your policy and the service provider stated that the compressor had locked up He did state however that you could place a hard-start kit onto the unit and that might help the unit to work againCHW was not able to provide coverage for this unit because per our policy, all units must come into the contract in proper working orderIf you would like to have that technician come back to your home, you would have to contact him and it would not be paid for by CHW. Please see Section Acoverage #Are in place and in proper working order on the effective date of this home warranty contractThis contract does not cover any known or unknown pre-existing conditionsIt is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or componentsThis contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,square feet, unless an alternative dwelling type (i.eabove 5,square feet or multi-unit home) is applied, and appropriate fee is paidCoverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homesThis contract describes the basic coverage and options availableCoverage is subject to limitations and conditions specified in this contractPlease read your contract carefullyNOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.We do see that on 10/20/you chose to cancel your policy with us and you are receiving a pro-rated refund as per Section LCancellations.We regret your frustration and do urge all customers to read the policy and contact us with any questions.Respectfully,CHW