Bass Services, Inc.

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

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

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 *** ***,We regret to hear your frustration.If you would like to further dispute this claim, you submit your proper routine maintenance records for review: [email protected] If the records show that the unit was properly and routinely maintained, we would adjust the claim accordingly Regards,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 *** ***, 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 *** The policy (above and available on the website) indicates in section Letter D, number that we provide coverage for BuiMicrowaves and not portable or counter top units We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy 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 our web site at ***Upon review of the payment for the technician, I do see that our Territory Managers were able to speak to the technician and explain to them how to invoice their payments to be properly paid for this claim Please rest assures that their payment has been made per their agreement and you will not be effected We do value you as a customer and do regret any frustration that this has caused.Choice Home Warranty is in full compliance with the terms and conditions of our policy.Respectfully,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 indicates that the claim was not covered due to lack of proper routine maintenanceCondensing coils are manufactured to withstand extreme conditionsThe diagnosis received indicated that the condenser coil was leaking and there were multiple oil spotsThe compressor was running but not pumping properly due to refrigerant loss and the unit was very low on chargeThese are all results of lack of proper routine maintenanceCHW doesn’t require customers to send in maintenance records, however, you are invited to send the records for another reviewThis information can be sent to *** and please place the claim number on the documentsIf you have any questions, please call the customer service team at ###-###-#### 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. 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

*** *** ***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 *** ***,We regret your frustration. While we understand that rust and or corrosion does occur due to wear and tear, it is a clear exclusion in our policy The outcome of this claim stands as the diagnosis stated that many of the unit’s components were “severely rusted and corroded.”We strive to provide the best customer experience, therefore we can offer you a one time free service call fee for your next claim To accept this offer, please contact directly at ###-###-####, Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:pm EST. Regards,CHW

CHW has confirmed with *** *** that the unit has been delivered to the storeThe manager *** was in touch with you to coordinate delivery of the unit to your homeIf you haven’t received the unit please call our customer service team at ###-###-####Please accept the apologies of CHW for the delay in having this issue resolved 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 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

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 *** ***, 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

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 that you placed for your dishwasher claim, it was diagnosed that the unit had a broken timer and dispenser Per our policy Section ACoverage #states that all units must come into the policy in proper working order Please see below: 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 you chose to cancel your policy with us and we see that we did provide you with a refund of $70.00, we do see that you were charged an extra month and are going to provide you with the extra $35.00.We do regret your frustration but thank you for coming to a mutual agreement with us upon this claim.Respectfully,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 *** * ***,
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 the claim, we do see that the $was going to be provided to you as a goodwill gesture that CHW was going to provide to you however you chose to cancel the policyWith cancellation of the policy, you are provided a pro-rated refund and any funds that CHW paid, would be deductedTherefore CHW did not provide you with the goodwill of the $because it would have been deducted when you cancelled
Please review Section LCancellations of your policy.We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy
Regards,
CHW

*** ***,Per the technician that was out to your home, he stated that the vent was clogged which prevented the clothes from drying properly This is not something that would be covered due to the fact that it is a maintenance issue Please review the policy section Fnumber Also, any claim that is placed and a technician comes to the home, a service call fee is due to that technician if the claim is covered or not As a goodwill gesture, CHW has placed a onetime free service call fee one to your policy. Thank you,CHW