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 *** Upon review of your claim it appears that your claim was covered in accordance with the policy section Letter D, Number 8, faucets and fixtures are not coveredBased on the fax that was received it was your faucet that required repairs and is not coveredAdditionally, CHW does offer the reimbursement option however, in order to use this option, prior authorization is requiredThis is outlined in the policy section Letter C, Number which states that we will not reimburse for services performed without prior approvalCHW does offer the peace of mind and protection that is advertised, however, it needs to be in accordance with the terms of the policyCHW doesn’t want to lose any customers as they are all valued however, the claim in question is not covered 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 ***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

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 Our policy states in Section LCancellation that if a customer is to cancel their policy prematurely they would be obligated to reimburse CHW back for any amount that the customer received in coverage plus an administration fee of $ Being that you are monthly, you can cancel at any time but CHW cannot pay for a claim if the policy has been cancelledIf you would like to cancel the policy, we can provide that for you and you would no longer have the coverage but we would not be able to send the check to you.Also, CHW is a net company; our checks are dispensed out of a computer generated system Once authorization is placed, the check will be mailed in business days from that date Your check has been authorized and is due to be released business days from July 17th as that was the date that the authorization was placed.We do apologize for any inconvenience that this has caused, This is not something that we can change or make faster for any of the customers.We do appreciate your feedback as this does help us with our customer service and service providers.Best 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 *** ***,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

I am rejecting this response because: their response is and totally not true I have records to show that each year I personally paid a qualified technician to perform annual maintenance on my AC unit Also the paperwork received from the handyman they sent out did not state what they gave indicated but he copied what the technician I hired from a qualified company had written that the condenser was broken Choice also told me in January that they replaced a part on my heating system but when it continued to malfunction I hired a qualified tech from a real heating and air company and they confirmed that the part was never replaced Choice does not have any qualified companiesThe last person they sent yo my house is a mechanic and it says do on his paperworkIt does not state heating and airThe one before that showed up in his car and had no tools and caused me to hire an electrician which I did not needI also have a statement from a previous contractor of Choice stating that he did not have credentials to fix heating and air problems and that Choice would tell them how to word stuff so that it would not qualify for repairsI have also spoken to several customers that I referred to choice who gave been defrauded as wellThis is only my first step in the process; I am not interested in choice's response as it is the same response posted for every claim filed on themI am only interested in exposing their fraudulent business practices as they don't even have legitimate companies to service issues They gave changed their story three times but they need to read their own advertisement and promises to customers.Unless in received a refund of my money I will go all the way to the Supreme Court to stop any other honest people from being cheated

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.Per our policy, Section LCancellations you are able to break the policy that you have with CHW and you are permitted to receive a refund for the months not used You will be charged the amount that CHW has paid out on your claims as well as an administrative fee of $ As of today’s date 2/18/16, your refund would be $ This is the pro-rated amount that would be due back to you from the year policy that you had paid $3025.00.I have documented the claim with this amount if you should want to cancel the policy, you can contact us and we will provide you with this amount.We do regret your frustration with the policy and your claims.Best regards,CHW

Complaint: ***
I am rejecting this response because: I will continue to find the response unacceptable, until someone contacts me and this issue can be resolved I was put in a position to go out and pay for a new warranty from another company, because your company did not satisfy my A/C issue in a timely manner While you did reassign someone else my claim, it was the LENGTH OF TIME I had to wait in order for that to be done, that I find completely unacceptable and not livable Someone that represents you and your company, that you send out on your behalf, is the one who did not show, did not cancel and was unwilling to reschedule I want my policy canceled and refunded, but to ME Not the previous owner who transferred it to me I would never have accepted the policy had I known that your company makes it virtually impossible for those who have transferred policies to cancel Saying you will refund the original credit card is completely misleading
Regards,
*** ***

Dear *** ***We do apologize for the inconvenience this may have caused you We have contacted our IT department to remove your information from our do not call or email list Please allow one week your information to process. If you continue to receive solicitations, please
forward the email to us at [email protected], so we could revisit the issue. 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/user-agreement/. 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 compressor shorted to ground. This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor. This failure does not constitute wear and tear as there are many safeguards that work to prevent these types of failures. Per our policy, Section Letter A, Number 2, we cover failures that “Become inoperative due to wear and tear…”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 as a goodwill gesture, we offered you $to assist you. You declined this offer. If you would like to further dispute this claim, you are entitled to get a second opinion at your expense. If you choose to get a second opinion, please submit the detailed diagnosis to [email protected] for review. If the diagnosis proves a different outcome, we would adjust the claim accordingly.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 a good will payment was made to fix your ceilingA reimbursement check has been processedAs we have indicated, please allow business days for the checkThe funds were authorized on July 2ndYou should have your payment within business days from that date We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

First off choice is lying as usualI will have to get my phone records to prove that their notes on their end is falseWhen I was offered the amount of by a supervisor ***, there was no payment due yetI was upset that it was being handled that way and not an amount to purchase another washerThe cheapest one you can get is more than The was being refunded for the service fee *** said the business had no right to ask for since they never did anything but ask my husband what was wrong and leftHe said he would talk to Choice and get back with us which he didn'tAfter a week I called Choice because it was going on a mth since I had started claimI had also told *** I was cancelling policy because of this and at no time did she mention anything about needed to pay the next month billThe bill wasn't due yet and my phone records will show thatI have also gathered all my credit card statements to show I have never been charged before the or the of any month that I was with themBut that doesn't matter because I was offered the before the 4th of May, anyways, by ***Bottom line they are a fraudTo think that I would pay for another month is stupidityThey didnt do what they told me they would do, and then think I would pay another to get the Who would do thatBottom line I have given most of my info to my attorney, and we will take this to courtI have all phone records and credit card statements to show all of this happened before the 4th, even though it always was charged the 6thAnd I also know that after I cancelled they kept having someone call me to get the monthly paymentI finally got mad and told the lady to quit calling me because this had been cancelledChoice now considers this the day I cancelled which was the 9th and that is not trueThe call I cancelled was the call I talked to *** about the amount they were giving me, and that was before the 4th of MayBottom line I paid for the service and didn't get the repair or compensationSupposedly repair was for a washer that cost 400-newAnd all that was wrong was bearingsI'm not stupid to then pay for another month of service to this fraudulent companyMy daughter has a different company that came with her new house and they have been wonderfulI should have went with them I will be gathering all the records and filing with the court here in AZWhatever my attorney tells me is bestThey can't expect someone to pay another month of service to get their payment for a claim if I'm not stating with themThey are paid in advance, not the rearsTherefore I did not owe them anything when they offered money to go towards another washer and my phone records show it

:Regarding the prorated refund. I paid $2,for a year contract I should have received at a minimum $2,since I did not have the contract for more than monthsI have spoken with an attorney and have a signed affidavit from my technician stating our units were properly maintained, and that the coil failure was not a result of improper care Offering $to replace coils that cost in excess of $each is unacceptable When I purchased my warranty it was under the impression as per your website that I would never have to pay for a repair again CHW was recently ordered to pay $780,to customers who claimed claiming CHW denied their claimsI am requesting CHW honor what was promised, and reimburse the $4,spend to replace and install two new coils I will be forwarding CHW's response to the NJ Attorney General, as well as my attorney here in Texas

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

Dear *** * ***,Please understand our policy, in Section Letter F, Number 12, where it states “…In the event a claim is denied, and a customer seeks to have CHW review that denial, CHW has the right to request routine maintenance records in reviewing its decision…”Meaning, if you would like to dispute the “lack of proper routine maintenance” non-covered claim, CHW has the right to request the proper routine maintenance records. At this moment, we have received the requested documents, therefore the outcome of this claim stands. We strive to provide the best customer experience, therefore we would like to add one free service call to your policy for your next claim. To accept this offer, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST and 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 there was a failure that was caused by the condensing coils, the unit was not properly maintained and this caused the unit to failYou did advise CHW that you had your unit maintained per the manufactures specifications however you have not sent any type of proof to us Please send your routine maintenance to us at [email protected] and we will be happy to review the maintenance records for you Once we have reviewed the routine maintenance records, we can move forward with your 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 a good will payment was offered on July 11, in the amount of $Please allow business day for processing of the reimbursement 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 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 *** 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 Mr*** ***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 original diagnosis that we received, it states that there is leak in your system, which could not be located In order to move forward with the claim, a leak detection must be administrated to determine the location of the leak Leak tests also require pictures of the location of the leak, the indoor and outdoor coils, the make, model, and serial number Section Letter D, Number of the policy states that we do not cover leak detections Our Senior Claims Specialist advised you of the outcome of the claim; you voiced your frustrations and stated that you wanted to cancel your policy You were given the information for our cancelations department A couple of days later, you informed us that you had two of your own technician go out to home to perform the leak test and diagnosis the problem You stated that they found that there was a leak in the evaporator coilWe received the diagnosis from your technicians, however, the pictures were not included Our Senior Claims Specialist advised you that in order for us to move forward with the claim, your technician needed to submit pictures that support the leak test You advised us that you would take the pictures yourself. We received your pictures, however, you are missing pictures of the evaporator coil In order for us to come to a final outcome for this claim, please submit those pictures to [email protected] for review Please note that this claim was previously not covered due to the leak detection. We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW