Bass Services, Inc.

Dear *** ***, We regret to hear your frustration. Please understand that based on the technician’s diagnosis report, the failure to the main control board caused the wire harness short out If your policy was still active, we would’ve been able to advise that you were entitled to a second opinion at your expense Unfortunately your policy has been cancelled, therefore we are unable to further assist on this claim. Regards,CHW

Dear *** ***,We regret to hear your frustration and dissatisfaction with CHW. Please be advised that your policies have been cancelled as of 10/26/and your pro-rate refund in the amount of $is currently processing. Please see Section Letter L of Cancellations in
regards to our refund policy: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.Regards,CHW

Dear *** ***,We do understand your frustration with the claim and the policy; we are not able to provide you with a refund in full for the policy since CHW has provided you with $in authorized claims. We do see that *** has been dispatched to your home to assist with the diagnosis However we do see that you contacted us and requested to cancel this claim You also contacted us stating that you were requesting the amount that you paid for the repairs in the amount of $398.00; but you are stating in your response in the complaint that this repair was not completedPlease also note, Section Fthat states that CHW is not responsible for the technician’s negligenceIf you had an agreement with a technician, that agreement is between the two parties and CHW is not involved if it was a non-covered claim.We ask that you provide us with an invoice showing that this unit was repaired, showing what the failures were and what you actually paid for the unit to be repaired Per our policy, Section CService Calls, #states that CHW will not reimburse for work done without prior approvalHowever we will review the invoice and consider the information that you have provided.Our questions are, if the repairs were not completed and the unit is still not working, as you stated in the Revdex.com complaint, why would you request funds for the units repair? We do hope to hear from you and assist with a resolution.We do see that you have free service call fees that were added to your policy as a goodwill gesture.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 claims it your claim was processed in accordance with the policy section Letter F, Number in which CHW is has 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 colorAdditionally, section Letter F, Number indicates 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 applianceA check was processed in the amount of $to assist in the purchase of a new refrigeratorWe apologize for the delay in having the claim processed as our goal is to provide outstanding serviceWe continue to work diligently in handling all of our customer requests 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 and dissatisfaction with CHW. CHW does not condone any rude or unprofessional behavior; we have taken this matter to the Director of Quality Assurance to review and handle accordingly. Please see our policy Section Letter L of
Cancellations in regards to our refund policy: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 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.Our records show that we have processed the cancellation of your policy as of 10/3/17.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

*** *** ***I am very sorry for the delay, I have requested that you be provided with a full refund of the policy in it entiretyYou have been provided with $already which was a pro-rated refund however we are going to provide you with the remainder and wave all fees You will receive the refund remainder of $in a credit.Thank you,*** **

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 do see that the failures to your water heater was that there was an issue with the backflow preventer and the auto feed, the tech was able to free up the valves and restore the hot water for you.Per our policy, Section DCoverage #states that CHW does not cover failures with valves however; we did offer to provide you with a reimbursement for the covered section of the claim in the amount of $85.00.Per our policy, Section LCancellations if you chose to cancel your policy you will be charged and administrative fee of $and you will be charged for any claims paid.CHW is following the policy that we provided to you, we allow days before your coverage begins to review the policy and you are able to have a full refund only within the days grace period before the policy begins. We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy. Regards,CHW

,We have reviewed the claim and it shows that CHW did authorize the repairs at our rates. We have already provided you with the check which you have cashed. We explained that the cost for the inducer motor at our cost is $which we have provided you with. As a goodwill gesture, we are offering to provide you with a second check for the remainder of the motor in the amount of $295.00. This is a total of $which is the amount that you paid for the motor. We are not able to provide the entire amount that you paid due the fact that this is beyond our rates.If you would like to accept this, please contact us at ***. Thank you,CHW

We do apologize for your frustration and appreciate your feedback.Choice Home Warranty

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 review of your policy, you purchased the Total Plan on May 8, for one year Your policy became effective on June 8, as it states in our policy “…Coverage starts days after acceptance of application…”A review of the claim shows that it was processed according to the policy You advised that your air conditioning unit stopped responding on June 29, Based on the diagnosis that we received, it stated that the unit was 3lbs low on Freon Please understand that a unit would not leak out 2lbs of Freon in the short lifespan of your policy Per our policy, Section Letter F, Number 1, CHW is not responsible for any known or unknown pre-existing conditions. It was also determined that your unit is still under warranty until October 12, Please contact your unit’s manufacture *** 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 reviewing your account it appears that you have already canceledUnder the terms of the policy, section Letter 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 usYour policy was canceled according to the agreement 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 claims it appears both claims were handled in accordance with the policyThe policy outlines that Built In microwaves only are coveredThe use of a trim kit doesn’t constitute a built in microwaveIt is one that is purchased as a built in microwaveRegarding the dishwasher claim that was placedIn accordance with section Letter A, Number 3, CHW doesn’t provide repairs related to known of unknown preexisting conditions 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. In review of the policy, it shows that you purchased the Total Plan Coverage for one year in the amount of $on June 29, Due to your proof of prior coverage, your policy became effective on July 1, 2017. Please understand that the proof of coverage only starts your coverage before the days, it does not cover pre-existing conditions 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 unit was approximately 4lbs low on Freon This could not occur in the short lifespan of the policy as it takes time for Freon to leak out of the system Per our policy, Section Letter F, Number 1, CHW is not responsible for any known or unknown pre-existing conditions.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 added a one-time free service call fee for your next 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 *** A review of your claims shows that the claim was handled in accordance with the policyWhen the claim was placed it was indicated that the issue is with the chains, cabling, springs and tracksSection Letter D, Number of the policy indicates that garage doors, hinges, springs, sensors, chains, travelers, tracks, roller and remote receiving and/or transmitting devices are not covered under the policyYou have indicated that as a result of a previous repair there are issues with the garage door openerSection 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….” 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 expected replacement of my cuftfreezer with similar capacity. Every contact I had with CHW, I was told the Freezer was not covered under contract, and therefore all CHW would cover is max $or a cuftfreezer.I do not understand why a)CHW says freezer not covered when contract says the Freezer can be "located inside the confines of the main foundation of the home or attached or detached garage". b)Why CHW would only offer a replacement of a cuftfreezer, when my freezer was cuft. per contract "We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color." I should have been offered a cuftreplacementand c)since I would not accept a freezer of less capacity, CHW told me the max they would offer in cash was $500, when Frost Free cuftcost more.CHW left me no alternative but to accept the $to help pay towards a cuftfreezer, since CHW's offer of a cuftwas not a true replacement, as contract advises it would be. My initial complaint remains, CHW did not hold up to their contract of replacing a similar capacity freezer.My concern now is - I have a new cu ft freezer. This freezer is in my attached garage. Is this freezer covered? If it goes out, will a true replacement be offered with same capacity? Or will CHW tell me again, that it is not covered and try to offer me a lesser capacity one. If it is not covered, I need a refund of the residual years left on my policy for representation. Please advise. This is the only time I have had problems with CHW honoring contract, but am now concerned going forward. *** ***
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 www.choicehomewarranty.com/user-agreement/. Please note that your policy is currently past due.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 unit was leaking. Per our policy, Section D, Number CHW does not cover “…Leaks of any kind…”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Your policy began on 8/28/15, you placed your claim on 8/31/and stated that the unit didn't work in days The unit could not have failed within day of the policy's start date The failures that you have on your unit cannot occur within day Please read our policy Section ACoverage #States ALL unit MUST come into the policy in proper working order Your units failures show that there were issues, failures prior to the policy's start date We also state that you as the customer are responsible for routine maintenance and if you had this done, the failures that you had might not of have happened but the claim is not covered due to it being pre-existing to the policy as stated as well in Section FLimitations of Liability #The 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 conditions.Being that your policy has been cancelled; CHW cannot assist with this non-covered claim.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 ysour Air Conditioning Claim, the first claim was placed on 4/28/15, this claim was not covered due to a previous improper install or repair. On 7/28/15, a second claim that you contacted us for was for the same unitThis failure was not covered because if the system previously had an improper installation and then started to leak, this shows obvious issues from a lack of proper routine maintenance If proper maintenance was done of the system and unit was installed years prior, the technician that did the maintenance would have caught these issues with the system and tended to them at that time.Per Section FLimitations of Liability #12, CHW doesn’t cover failures that are due to a lack of proper routine maintenance. On 8/5/15, you contacted us again for the same exact unit; we advised you that we could not move forward with this claim until we receive a proof of repair for the previous unit not being covered The invoice that you provided to us was showing what the tech did to the unit and since it was still leaking, it still has not been fixed.On 8/14/15, you contacted us stating that the technician advised you that the issue is not the evaporator coil but the valves at the top of the coils are leakingPer our policy Section FLimitations of Liability#as stated aboveThis is not a covered claim per our policy.We do regret your frustration however CHW is in full compliance with the terms and conations of our policy. Thank you,CHW

Dear *** J ***,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 the evaporator coil was severely rusted and corroded, which caused it to form holes and leak out Freon. Per our policy, Section Letter F, Number 1, CHW “…malfunction or improper operation due to rust or corrosion of all systems and appliances…”We regret to hear your wishes to cancel If you would like to cancel 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 show that you have policies with CHW One policy is for Westbrook DrIn Arlington Texas This policy was purchased in the amount of $and CHW paid $in claims so far It has not been cancelled and if it were to be cancelled there would not be a refund per the policy Section LCancellations The second policy that has been cancelled for *** *** ** ** *** *** has been cancelled and a refund was placed back onto your credit card on 12/30/in the amount of $1890.80.Thank you,CHW