Bass Services, Inc.

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 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

Complaint: ***Thank you for prompt response. I am rejecting this response because:
Policy has so many disclosures, but does not mention any criteria that might be considered for the decision. For example Section F, point mentions "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 color......"Agent does not mention all these loop holes at the time of purchasing the policyI am not asking for complete replacement cost either (new refrigerator with similar feature will cost at least around 950$ including tax and not considering the disposal of the old unitI have already paid $for the technician visit)I am not requesting the whole replacement amount either. I did requested the resolution manager multiple times to increase the amount, which was rejectedI had even asked for other option if any I have to escalate my concernFirst denial of the claim frustrated our family the most. I request you again to increase cash amount in lieu of replacement / repair that you are offering. Thanks for the considerations.
Regards,
*** ***

Dear *** ***,Our policy has a different cancellation status in different states, Florida you are correct and you do only have days to decide if you want to keep the policy or not After you spoke to the sales person, I am sure they went over the pricing for you That is something that I personally cannot provide to you as I am not sales and it does seem as though you have received a deal for the amount of years that you had purchased I am sure that you did go to the website and review the policy as it is there for you to view before the policy is purchased You can view the policy before you purchase the policy and once you do purchase the policy, you do have a certain amount of time to receive a full refund Also once purchased, if you didn’t receive the booklet, you would see the email that you did receive that again has the policy.We do apologize that you are very upset with the claim however CHW has followed all of the policy’s’ terms and conditions. Sincerely,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, we show that the technician stated that the unit was leaking due to rustPer our policy, CHW doesn’t cover any repairs related to rust Please see Section FLimitations of Liability # The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.We do see that you have chosen to cancel your policy; therefore we are not able to provide you with any type of refund as you have received your pro-rated refund alreadyPer Section L.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us We do appreciate your feedback as this does help us with our customer service and service providersChoice Home Warranty was in full compliance with its terms & conditions.Best regards,CHW

Dear *** ***,Our responses are delayed due to the order in which complaints are received I have looked at the claim and do see that the technician is assigned to your claim I have requested an update as of today 2/8/16, to contact you and advise you of the status.Thank you,CHW

Dear *** ***,Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously
Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on our web site at ***.Upon review of your claim, we do see that the technicians diagnosis was that the roof was damaged not to a wear and tear as per Section A#states that we only cover for Also, he stated that the roof had nails that popped that need to be tapped down and resealed Per Section E#this is not something that we cover We did ask the technician what had caused this failure and he advised a storm Per section F#8, this is not a covered failure eitherPlease note that this coverage is Limited Roof Leak, we do not cover the entire roof.As a goodwill gesture CHW did provide you with $to go towards the repairs You agreed to this amount on 12/24/and we did advise that all our checks do take business days to dispense We did receive your email on 1/7/asking when the check would be arriving and again we advised you via email that it would arrive days from 12/24/15.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy.We urge all customers’ to review the policy within the day grace period that is provided before the policy begins You have this time to ensure that all units are in proper working order as well as to cancel for a full refund within this time period. Best 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 *** 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

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 *** We do see that you placed a claim for your dishwasher on 10/8/and CHW has attempted to contact technicians’ to assist with the diagnosis of the unit We also see that there is a technician that has been assigned to the claim BEECH ISLAND APPLIANCE SERVICE at no cost since you had paid already for the first technician.As we stated prior, you are welcome to use your own technician and follow our reimbursement option Please note that if any repairs are competed without authorization, you will not be reimbursed This is in Section CService Calls #3. We have added a second free service call under your policy for the inconvenience. 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 claim, we do see that you have been in contact with the Customer Advocate who did explain to you that on 11/21/16, our company spoke with you or your husband, we explained that we would be replacing the unit with the one we have available which was a chain unit and the response was “okay to proceeded” CHW did insure to receive the approval from you to replace the unit with the one that we had.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

CHW received a home inspection report, not a report to show proper routine maintenanceThe home inspection report that was sent in states that the Freon line is missing or has damaged insulationThere is also a lot of rust on the unit as indicated in the report dated 4/24/An invoice dated 3/15/doesn’t have a model number or the address to confirm the unit that was servicedThere are also no AMP drawings or pressure readingsAt this time the claim remains non-covered Regards, CHW

Dear *** ***We regret to hear that you were not satisfied with our response, however, based on the diagnosis that we received, the outcome stands. As a goodwill gesture, we have added a onetime free service call fee onto your policy which could be used on your next claim. Regards,CHW

Complaint: ***
I am rejecting this response because:The response given by the business does not justify the misleading nature in which they lead their customers to believe that they are covered for items that they in fact are not
Regards,
*** ***

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 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 was an issue with a variable speed motor caused by a lack of proper routine maintenance Please note that the pictures received also confirm the lack of 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 not satisfied.We strive to provide the best customer experience, therefore we offered you funds in the amount of $to assist you on the non-covered claim You declined this offer and requested to cancel. Per your request, we have cancelled your policy as of June 14, 2017.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

We are very sorry that you feel this way and we do appreciate your feedback Per our policy, we do not cover any type of maintenance we did advise this to you We regret your frustration with this claim.Thank you,CHW

*** ***,Thank you for your feedback, we continually evaluate our contractors’ performance, responsiveness and we will look into this matter We do not have any proof that the technician did the tampering with the wires also, per our policy Section FLimitations of Liability #states that CHW is not responsible for the technicians negligence Please see below: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 damagesYou expressly waive the right to all such damagesYour sole remedy under this agreement is recovery of the cost of the required repair or replacement, whichever is less. Thank you,CHW

Complaint: ***
I am rejecting this response because:
This an illegal and abusive practiceI have already filed complaints with The Attorneys General of New Jersey and TexasI reserve all my rights including the right to litigate in the US Courts
Regards,
*** ***