Bass Services, Inc.

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

Complaint: ***
I am rejecting this response because when the warranty was purchasedWe was told that as long as everything was working at the time of purchase, a claim could be filed after days after for any failure.
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 see that the technician that was dispatched did mis-diagnose the system CHW has taken actions against that specific technician; their company will ensure that they do not send that specific technician out to any of our customers again Per our policy, Section F#does state that CHW is not responsible for the technician’s negligence We did receive the diagnosis that you had provided from your technician, *** and the pictures of the unit The pictures and the technician confirmed that the unit had failed due to rust and corrosion CHW does promise to either repair or replace units providing the failures are not part of the excluded portion of our policy All units must be properly maintained per the manufactures specifications and the failure cannot be due to rust or corrosion Per the policy, Section FLimitations of Liability #states that we do not cover for a lack of proper routine maintenance The records that you sent to us do not show that the levels were check on the unit that the technician checked It did not show the serial number or model of the unit that was being checked A *** maintenance was not completed for this unit and the failure being rust or corrosion is not a covered claim, per section FLimitations of Liability #1, which states that CHW does not cover for failures due to rust or corrosion The pictures that were sent to us clearly show that the heat exchanger was rusted and that caused it to crack.CHW does abide by the terms and conditions of the policy We would be happy to cover the claim if the failures were within the guidelines of the policy unfortunately, this failure was notIf you would like to cancel your policy, as you had stated you wanted a refundPlease see Section LCancellations of the policy You chose to be a monthly policy holder and therefore you pay for the policy each month We have provided you our services for those months and there would not be a refund If you chose to cancel you would not owe anything as we normally would charge a $administrative fee but you would not receive a refund,We do see that CHW has assisted you in prior claims that you have had and we do look forward to assisting you with future claims.Sincerely,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. CHW does not condone any rude behavior as we strive to provide the best service We have taken your feedback directly to the Vendor Relations Director who will address the technician accordingly We do apologize for any inconveniences this may have caused you. In review of your claim, it shows that we reassigned this claim to *** *** ***, at no cost If you have not already set up your appointment, please contact them 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 *** A review of the claims show they were handled properlyThere were claims that have been placedof the claims have been covered in which there was a payment authorized, even if a goodwill payment for a claim that shouldn’t have been covered under the guidelines of the policySection Letter A, Number indicates that CHW is responsible for repairs related to wear and tearThe recent claim for the oven stove cooktop doesn’t fall under this as based on the diagnosis that was received the buttons on the control board collapsed, which were shorting out the panel and the board CHW values all customers and regrets to lose any customersSection Letter L, Number of the policy states, “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 us” The service call fees that have been paid will not be refunded as those funds are secured by the technicians that are sent to diagnose the problem as indicated in section Letter C, Number of the policyPlease feel free to call the CHW customer service team directly 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 Traci ***, 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 it has been covered in accordance with section Letter F, Number which states we are not liable for or routine maintenanceWe will not pay for repairs or failures that result from the Contract holder’s failure to perform or routine maintenanceAlthough CHW doesn’t require maintenance records, you are invited to send in your records to indicate proper routine maintenance for a review of your claimIf you choose to send this information you may send it to *** and ensure the claim number is indicated on the informationYour claim will be reviewed at that time 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 most recent diagnosis that we received, it stated that there was no mechanical failure to your unit.Per our policy, Section Letter A., Number CHW only cover failures that “…Become inoperative due to wear and tear…”If you are currently still having an issue with your unit, please contact us directly at ###-###-####, Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm 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 ***
* Upon review of your claim it appears that we are still working on having this resolved for youPlease call the customer service team directly at *** as we have been hoping to speak with youYour time is very valuable and we apologize for the long delaysYou may also email us directly 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 system was low on Freon Your system being low on Freon indicates that there is a leak somewhere in the system When the leak is not visible, a technician must perform a leak test A leak test would determine the location and cause of the leak, and in addition, the technician would take pictures of the location of the leak, the indoor and outdoor coils, and the model and serial number of the unit Per our policy, Section Letter D, Number 4, we do not cover leak test.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 to cover the cost of the leak test You accepted this offer. Please note that the check in the amount of $was mailed out on August 8, to your address Please allow 7-business days for the check to deliver Based on the leak test results, it confirmed that the evaporator coil deteriorated from 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...” 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 statement to the Revdex.com, I have reviewed your claim and I do apologize A technician should never diagnose over the phone I have contacted you and did leave you a voice message If you would like to have a different technician come to your home and properly diagnose the system, you would not have to pay a service call fee as I have placed a free one onto your policy for you.We have spoken with the technician that contacted you and we explained that we always have to have a physical diagnosis from the technicians We do expect the technicians to go to the customers’ home and provide us with the accurate diagnosis We also apologize if you were treated in any rude manner, CHW does not condone this type of behavior. We have documented your account, if you would like to have a different technician come to your home.CHW does regret your frustration with this claim.Regards,*** *. CHW

Dear *** ***, Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very
seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on *** A review of your policy shows that a claim was placed on 7/30/for the Air Conditioning System and CHW did pay for the technician to come to diagnose the issue, however, the claim as not covered as it was deemed secondary damages which is not covered in accordance with the policy, section Letter F, Number 19, which indicates that CHW is not responsible for repairs related to secondary damagesHowever, CHW did cover the initial cause of damage which was the bad wheel There was a claim placed on 12/17/for the heating systemThe diagnosis was that the circuit board was damaged and needed to be replacedThis was handled by CHWOn 8/10/a claim was placed for the Water Heater indicating the water heater was leakingSection Letter D, Number states that main, holding or storage tanks are excluded from coverageAs you indicated when you called in the claim, the water heater tank is leakingAs a result there was no need to send a technician as it was already outlined in the policy that this would not be covered CHW values all customers and processes the claims in accordance with the policyIn the event you would like to cancel the policy it will be done in accordance to the terms of the policy section Letter L, which states, “If canceled after days, you shall be entitled to a pro rata refund for the remaining months of the paid contract fee for the unexpired term, less a $administrative fee or 10% of the contract fee whichever is less, and any service costs incurred by Us”Please call the customer service team directly 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 our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claim for your sprinkler system and your water heater, we do regret that both issues are not something that CHW covers CHW provides coverage for the units that are in the confines of the home, this is stated in the policy Section ACOVERAGE # 1.Also, your second claim states that the unit was leaking water from the tank itself Per the policy, Section DCOVERAGE # under exclusions states that we do not replace the actual tank We do see that you chose to cancel the policy with usCHW does regret your frustration with this claim however we are in 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 has been noted that the claim was processed in accordance with the policy, section Letter F, number in which repairs due to lack of maintenance are not coveredWe provided an option to review maintenance records and it appears that the records that were sent in were actual repair recordsWe value you and would like an opportunity to work with youPlease send in the maintenance records at [email protected] 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/useragreement.com.Upon review of your AC claim, I do see that we had assisted you with a goodwill offer in the amount of $and for your Plumbing claim; we did cover the cost in the amount of $ Per our policy, Section LCancellations, you are to pay an administrative fee of $and all claims paid back to us as you breached your contract Please see below: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.We do urge all the customers to read the policy before their day grace period is over because that is the only time you would be able to receive a full refund of paid amount CHW will not provide a full refund on a policy that has been used, has had claim paid out on and that is not within the grace period.As per the claim, CHW is in full compliance with its terms & conditions Respectfully,CHW

Dear *** ***,We do understand your frustration however our policy does not cover failures that are caused by rust CHW is offering to provide you with a goodwill gesture to assist with the cost of the repair in the amount of $ Please see our policy Section FLimitations of Liability #as well as # It will explain that any type of failure that is caused by rust, even if it is wear and tear will not be covered.If you would like to accept our offer of $to assist towards this claim, please contact us at ###-###-#### and we will process the goodwill for you.Thank you,Choice Home Warranty

Dear *** ***, Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very
seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on our web site at ***.Upon review of your policy that had begun on 10/17/15, your claim for your microwave was placed on 10/26/and you had stated that the unit had not worked since the Friday that had past (10/23/15) that would make the unit not working only days into the policy.Per our policy Section ACoverage #states that all units must come into the policy in proper working order on the start date of the policy The technician state that the touch pad and control board had gone bad; these things take time to wear out and could not have failed within the time frame of the policy.We do see that you have cancelled your policy with us and although we do regret your frustration; CHW is in full compliance with our terms and conditions of our policy. Respectfully,CHW

*** ***,We have placed an investigation with the technician that came to your home We do apologize for anything that he did not do to assist you with your claim We are not able to provide you with a refund of the $that you paid to him but we can place a onetime free service call fee onto your policy.We are happy that you were able to have someone fix the issue with your unit If you have a claim that was not covered, we would not be able to place a second one in until we have proof that the original issue was resolved We will do our best to contact your technician at the number you have provided Once we have the diagnosis, we can reimburse you the remainder of the service call fee of $ You would receive this amount because you would have had to pay $for one to come to you, this is the remainder for you as a goodwill gesture Also, since we are not able to provide you with the funds you paid to the technician that came to your home, we will be happy to place a onetime free service call fee under your policy for you.Once we have received the proof of repair, we will be happy to provide you with the $for the service call fee.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 *** A review of the claim shows that the claim was handled properlyOnce the claim was placed, there was a technician dispatched to diagnose the problemThe diagnosis that was initially received was that the fill valve was making noiseNoise is not covered under the policyCHW then received a notification that the toilet was leaking and the noise began after the technician provided a temporary fixCHW needed to then obtain the proper diagnosis from the technicianThe fill valve needed to be changed on the toiletCHW needed to dispatch another technician to complete the repairsThere were issues with scheduling an appointment with the technicianCHW did work according to the policy and dispatch the technicianThe customer and technician should work together to determine a mutually agreed upon appointment timeThere were issues with this so CHW did intervene to ensure there was an appointment scheduledCHW apologizes that you encountered these issues with the scheduling, however, CHW did make an attempt to have the issue resolved, however, the account was in a past due statusAs such, there was nothing that could be doneAdditionally, the charges were charged back and the policy is no longer in existence We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear *** ***CHW has explained that this claim is not covered per our policy and there was nothing that you have provided to us to show that this would be a different outcome, therefore we offered to provide you with a goodwill gesture that you did accept in the amount of $200.00.We do consider this claim closed.Thank you,CHW

Dear *** * ***,Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very
seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on *** Upon review of your policy we do show that CHW has covered all but one of your claims and have paid a total of $for all the claims The last claim that you placed, we do see that it was not a covered claim due to the fact that we do not cover faucets.We urged all customers to review the terms of the policy and if they have any questions, please contact usDue to the fact that the policy has paid our claims and it is a monthly policy, we are not able to provide you with a refund.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW