Bass Services, Inc.

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

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 *** ***,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

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 We have reviewed the policies that you had with our company and we do see that on 8/5/you were provided a credit to the credit card that you purchased the policy with in the amount of $2805.00.Please contact us if you should have any issues.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 *** 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

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 *** ***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 our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your policy, we do see that you did receive the email that was sent to you upon signing up for your policy and also if you wanted to review the policy you could have gone online to our customer service center and log into the customer center to view your policy.Also we do see that you place a claim for your unit less than a month into the policy stating that the unit last worked on 3/1/which was only days prior to the start date of the policy.Our policy states in Section ACoverage that CHW expects all units to come into the policy in proper working order Also in Section FLimitations of Liability #states that CHW does not cover failures that are known or unknown issues that pre-exist the policy.The technician stated that the unit was in poor shape but he said that there was water leaking though the transmission and the tub Lastly, he said that the unit is completely rusted and this also caused failures.Our policy states that we do not cover failures that are due to rustSection F#8.Per the terms in Section LCancellations, you are more than welcome to cancel the policy however you are not entitled to a refund You pay for your policy on a month to month basis, paying for each month as they come. As a goodwill gesture, CHW will provide you with a full refund of the policy Respectfully,CHW

Dear *** ***,CHW advised you since you stated in your last comment that you had a storm and that is what you believed the issue was from, that we do not cover storm damages.CHW has stated from the beginning that this claim was not a covered claim per the policy as a lack of proper routine maintenance. This claim is non-covered as we stated to you, Section FLimitations of Liability #12.In order for CHW to review the claim again, please submit routine maintenance records to us. You can submit them to *** .We look forward to reviewing your records and hopefully they will help with a more favorable outcome for you.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

Dear Nate Q Seaman, 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 claim that was submitted for your refrigerator was processed properlySection Letter C, Number of the policy states, “Upon request for service, we will contact an authorized Service Provider within two (2) days during business hours and four (4) days on weekends and holidaysThe authorized Service Provider will contact you to schedule a mutually convenient appointment during business hours”Your claim was placed on 9/11/and the first technician that was dispatched was on 9/11/16, which was a SundayYou made an attempt to reach the technician and he made an attempt to reach you, however, the calls were missedCHW reassigned the claim to JB Services on 9/13/Please accept the apologies of CHW if you thought it would be resolved in hours, as indicated in the policy, an authorized service provider would be contacted and they were Based on the diagnosis that was received from the technician, a part needed to be ordered to complete the repairThere was a delay in the part, however, that wasn’t the fault of CHWThe part was ordered and CHW and the technician were awaiting deliveryCHW had made several attempts to reach you but was unsuccessfulPlease 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 *** ***, 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 your claim was processed in accordance with the policy Section Letter D., Number CHW will only cover accessible ground level clean outWe 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 doesn't fulfill my reques for Choice Home Warranty to cover the repair costIt's irrelevant at this point as I've already paid for the repairs myself.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
I was told that my policy would pick up where it left off and it would be considered an existing policyI was told that by a young lady named CrystalYou all should train your staff to be as honest as possible with customers when handling their policiesI believed what I was told and I am not happy with Choice Home Warranty right nowTheir customer service needs improvement
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 *** Upon review of your claim, we do not see that you provided CHW with a diagnosis of the unit that you had placed a claim for. We do see that you contacted us and advised us that you had your own technician provide you with a diagnosis and he stated that the unit needed to be replaced. However, per our policy Section CService Calls #states that CHW does not reimburse without prior approvalThe technician that you had to your home, we are sure is a qualified technician and although it is against our policy, we did advise you to provide us with his diagnosis and the invoice, we will do our best to assist you on this claimFor future reference, are policy does not allow for any work to be completed without CHW’s approvalAlso, if you are to use your own technician we would send you a reimbursement form, the technician must contact us to receive prior approval and the amount must be agreed uponIf the unit is to be replaced, CHW would be the provider for the new unitIf you chose to pick the unit out yourself, we would send the funds to you however this amount is to be determined by our company. The service call fee that you are required to pay for a claim will not be refunded to you because per the policy Section CService Calls, this amount is due to the technician for each claimIf the claim is covered and you use your own technician, you would be provided with the amount minus the service call fee that is dueOnce you have the invoice, kindly submit it to *** and you can reference Andy. He was the Manager that you had spoken with that is allowing you to provide the information as a goodwill gestureWe do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy Regards, CHW

Dear Kelly Denson,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 policyBased on the diagnosis we received, it stated that the failure to the control board caused the thermostat to fail, making it secondary damage Per our policy, Section letter F, Number 19, we do not cover secondary damages. The diagnosis also stated that your system was down 3lbs of FreonWhen a system is low on Freon, this indicates that there is a leak somewhere in the system When the leak is not visible to the naked eye, a technician must perform what is called a leak test During this leak test, a technician would determine the location and cause for the leak, and also provide photos of the leak, the model and serial number, and the indoor and outdoor coils. Per our policy, Section Letter D, Number 4, we do not cover leak detections.However, in this case, your technician advised us that he did not recommend a leak test as he could see the leak in the evaporator coil He did take pictures of the coil and submitted them to our Authorization Department The pictures confirmed the cause of the leak on the evaporator coil was due to rust and corrosion Per our policy, Section Letter F, Number and 8, we do not cover failures due to rust and corrosion. Our SrClaims Specialist advised you the outcome of the claim, in which you were not satisfied As we strive to provide the best customer experience, we offered you a goodwill gesture in the amount of $to assist on this non covered claim.To accept this offer, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear *** ***, Thank you for your feedback and we do apologize for any inconveniences this may have caused youWe are always working to improve our business practices and services, therefore, we appreciate your feedback. CHW does not approve of technicians not following through
with their appointments or no call no shows. We will report this to our Vendor Relations Manager who will speak with the technician and address this issue accordinglyFor the inconvenience, please accept our offer of a one-time free service call for your next claimTo accept this offer, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday and Sunday 9am-5:30pm ESTRegards, CHW

According to M and A HVAC he did not say that so unless there is a recorded phone call I don't believeI know I won't change your mind but your customer service is deplorable and there is nothing that will change my mindSince you won't cancel my contract I have no choice but to live what I regrettably purchasedI believed you were highly rated and it turns out your company has been a miserable ecerienceI have wasted too much time on thisI would not recommend your company to anyone.
I am rejecting this response because:
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
This is simply not true The first technician at no time reported what you are stating In your recorded call with me, I begged your team to conference call in the tech with all three of us to clarify any misunderstandings - your team refused After I informed you that I reported you to the state attorney general as well as the Revdex.com, and after hours on the phone fighting with you, you sent out another technician - of course after accusing me of intimidating the tech that I sent out and that you will be sending me Once the tech called in - I asked him to put you on speaker so I can hear the entire call He clearly stated that the motor does not turn on, and is turning freelyYour people then added issues and then stated it was a preexisting condition - first stating again that it was the bearing, in which he had to push back very hard to clarify Then you stated that he said that the motor would turn on then turn off - which again, is something that never came out of his mouth - anything close he then pushed back again, very hard stating that was not the case - in which your tech on the phone started aruging with him that it is - which HE NEVER SAW MY UNIT? All of which I was told is recorded, so please go back and listen to the entire file!!! It is only after hours of aggravation, days in the freezing cold and me dumping hundreds into space heaters, and being on top of your games and making sure we listened to every manipulative lying word your reps are paid to say IT is clear you did not learn from your NJ state lawsuite which you "settled" for over a million dollars for the same cone game you are playing. I want a full refund from your policy I am not asking for reimbursement of all the space heaters I had to purchase of the cost of hotels as my home was freezing, or the damage of cracks caused in the drywall,molding, or caulking caused by the significant drop in temperature (expansion and contraction) from the delaying of your company - which in the end was proven to be as ultimalty you were proven wrong and the truth came out I just want a refund and never to deal with you guys again
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I know what your contract says and it only becomes clear what it really covers when a breakdown happens At east your advertising is misleading as you say older units can be insured and your rust clause stacks the deck in your favor because after years rust and corrosion will likely be the downfall of all older units Nicely played advantage by Choice Home Warranty I just wonder what other lines of fine print will get you out of paying for other appliance failures If you are going to have useful and meaningful service, you need to repair or replace appliances when they break, period
Regards,
*** ***