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 there were multiple failures that occurred to the unit causing it to run over pressure These failures occurred due to a lack of proper 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, as a goodwill gesture we offered you $towards the repair You declined this offer. Due to your dissatisfaction, CHW will increase the goodwill funds to $towards the repair To accept this offer, please contact us directly 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 *** A review of the claim show it was handled properlyCHW offers the reimbursement option in accordance to the guidelines establishedCHW will reimburse at the CHW rate, less the service call fee and prior approval is needed as indicated in Section Letter C, Number of the policyAs requested, please submit the invoice for reimbursement at CHW rates and allow days for processingPlease call the CHW customer service team with any questions 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 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 and condenser coil was found with Freon leaks due to 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...” In addition to the diagnosis, we received pictures that confirmed the diagnosis Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied As a goodwill gesture, we offered you $to assist you on the non-covered claim You declined this offer. Please note, that the maintenance records that we received were not valid, therefore, the outcome of the claim remains non-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 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 valve to drain the water heater was physically damaged Please note that the technician informed our Authorizations Department Director about the failure in which he advised it was better to replace the unit vs repairing it due to the unit’s condition This failure did not occur from wear and tear Per our policy, Section Letter A., Number CHW only 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, therefore, you requested to cancel your policy. As of May 31, 2017, your policy has been cancelled and your prorated refund in the amount of $was processed and mailed out on June 6, 2017.Please understand that no further action will be taken as this policy has been cancelled. 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 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 *** ***We regret to hear your frustration, however, you are were only entitled to a pro-rated refund in the amount of $75.Please Section Letter L of Cancellations: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.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 haven't asked Choice to pay for maintenance I always have taken care of that, you are not understanding what Me and the technician have cleared up to your supervisor, me being on the phone call on a way callThe refigerant added has nothing to do with this a/c, by the way that ton a/c is cleared of any cracks and is in perfect working condition technician specified ducts are more than usually long thats why he adjusted refigerant anyways the broken ton a/c has never had refrigerant added as the technician stated to your supervisorSo your excuse not to fix this a/c unit is not valid since you are talking about a completely different system that is not in this claim, technician has clarified this in several ocassions and on the receipt I sent you from Augstates it very clearly that refrigerant level was adjusted to the second story ton unit not downstairs ton unit that is on this claim
Regards,
*** ***

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, I do see that we are able to provide you in November for a buyout of the parts that were no longer available in the amount of $ I do apologize that you were not happy with this amount We offered you money for the parts and for labor since the units parts were no longer available Per our policy Section FLIMITATIONS OF LIABILITY #We have 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 colorWe are not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governmentsIf parts are no longer available, We will offer a cash payment in the amount of the average cost between parts and labor of the covered repairWe reserve the right to locate parts at any time For the first days of the contract period, We are not liable for replacement of entire systems or appliances due to obsolete, discontinued or unavailability of one or more integral partsHowever, We will provide reimbursement for the costs of those parts determined by reasonable allowance for the fair value of like partsWe reserve the right to rebuild a part or component, or replace with a rebuilt part or component.We do apologize that you were under the assumption that this was a buy out for the unit; again it is our cost of the part along with the labor as we explained to you upon your agreement to accept this offer on 11/18/14.We do appreciate your feedback as it will help us improve our company to benefit our customers.Best regards,CHW

I do apologize for any frustration or trouble that this has caused Per our last correspondence and the communication that you had with our customer service reps, if you feel that the Air Conditioning unit was in any way damaged from another technician, please call that technician to have them come to fix your unit We spoke with the technician from *** *** and they stated that they did not do anything to your unit but again if you feel as though they had any fault in the unit shorting to the ground and having the compressor stop working; please call them as CHW is not responsible for the work or damage of any technicians This is stated in our policy in Section FLIMITATIONS OF LIABILITY # 19.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 damages.This can be found on our website at www.choicehomewarranty.com/useragreement The technician ((Brent & Steve) that was out to your home for your oven was * ** * *** and Plumbing Services they can be reached at ###-###-####. Best regards,CHW

Our team has offered to review your invoice and other information as a courtesy to determine if we can assist you in any wayIn accordance with the policy, an authorization must be received in order to ensure coverageIf you would like to submit the information you may do so via email at ***If you have any questions, please call our customer service team directly at ***. 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 your claims shows that CHW was able to assist with getting the Freon paid for and that $was being sent to address this concernCHW values all customers and apologizes for any miscommunication that may have taken placeWe are hopeful this will rectify the issue and look forward to a continued successful relationship 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 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,
*** ***

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,
*** ***

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,
*** ***

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 policy that began on 2/12/16, you entered a claim for your washer on 2/22/ The technician advised us that the unit had multiple mechanical failures that could have been prevented if checked prior to the policy’s start date Per our policy, Section A#states that all units must be in proper working order on the start date of the policy It also states that CHW doesn’t cover failures that are due to a pre-existing issue CHW provides days prior to the start date to ensure that all their units are in proper working order Also, you can use this time to read the policy to understand that if you chose to cancel after the policy begins, CHW will provide you with a pro-rated refund minus an administrative fee of $ You paid $for this policy and you received a refund which was correct in the amount of $for your remaining months not used.We do regret your frustration with this policy; however CHW is in full compliance with our terms and conditions.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 *** In review of your complaint, CHW request maintenance records due to the fact that we expect all customers to follow Section FLimitations of Liability #12; which states that all units will be maintained per the manufactures specifications. Since you placed a claim for your Air Conditioning System and the failure that was found was a lack of proper routine maintenance, CHW did request to see that you did in fact have records of maintenance. However, the only records that you produced were the records showing that CHW dispatched a technician for repairs. These are not maintenance records; these are records showing repairs of the systemPer the manufacture, all units are recommended to have routine maintenance done at least once a year to maintenance the system and prevent it from failing. Since you did not provide us with this type of record, the claim was not covered due to the failures that showed a lack of proper routine maintenanceWe do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policyRegards, 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 it was handled properlyCHW dispatched a technician when the claim was placedIt is clear that CHW doesn’t require home inspections and will provide coverage in accordance to the guidelines of the policyBased on the diagnosis that was received from the technician there are multiple components failures of the unit which include incorrect wiring, failed valves and low FreonThese are all things that wouldn’t have occurred if the unit was maintained properlySection Letter F, Number of the policy indicates that CHW is not responsible for repairs related to improper installation and Section Letter F, Number indicates that CHW is not responsible for repairs related to improper routine maintenance 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 never received a phone call or email from your company until yesterday 7/21/The supervisor told me parts cannot be found and a refund check for $would be mailed to me around 8/21/So which is it? Are you waiting on parts or sending the cost for me to purchase a new microwave?
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/useragreement. Upon review of your claim for your AC System, it was stated that the unit failed due to rust or corrosion, per our policy Section FLimitations of Liability #states that CHW does not cover failures due to rust or corrosion.We do see that the unit had no Freon and the coils were rusted through and they need to be replacedThis would not be a covered item per our policyCHW received all the emails that you provided to them stating that how upset that you were and CHW did offer you a goodwill gesture of $for this claim however you chose not to accept this offer because you felt that it was not enoughThis was the amount that you paid for the policy subtracting the amount that CHW paid for the Freon.We will not cover the cost of a part that had failed due to the failure that is strictly against our policy such as rust or corrosion. Our offer does stand for your to receive the refund minus the cost we paid for the Freon.We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy. Regards,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,
*** ***