Bass Services, Inc.

Dear *** *** We regret to hear your frustration As a goodwill gesture, CHW will resubmit this claim for review, however, we cannot guarantee the claim will be overturned In the meanwhile, considering you were offered funds to assist you on the repair for the previous claim, please submit a proof of repair showing that this failure was fixed.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 assetWe are committed to providing a positive customer experience and we take all feedback very seriously
Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as INCLUDED’ under the terms of the User Agreement sent to you at purchaseIt may also be found on our web site at ***
Upon review of the claim you placed, the diagnosis was provided to us that the unit had a leak due to rust and corrosionPer our policy, Section FLimitations of Liability #states that CHW does not cover failures due to rust or corrosion
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy
Regards,
CHW

Complaint: ***
I am rejecting this response because: Choice home warranty has failed to mention in their response that my dryer is still without repairI was informed after I called choice home that my claim would need to be reassigned yet again, for the fourth timeI need help as I believe this has gone longer than it should haveI appreciate your help and assistance towards this matter.
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. 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 a bad emitter which made the ice maker fail Due to the consistency of your refrigerator breakdown, we offered you funds in lieu of the repair, in the amount of $600Per our policy, Section Letter F, Number 16, “We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost…”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied with the amount We strive to provide the best customer experience, therefore as a goodwill gesture, CHW can offer to purchase a new refrigerator for you and have it delivered and installed at no additional cost We have submitted a proposal to our Purchasing Director, who will search for a replacement refrigerator Before ordering the refrigerator, we would email you the specifications and details and if you agree we will process the order Upgrades may be available for an additional charge. For more information, you speak with us directly at ###-###-####, Monday-Friday 8am-8pm EST and 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 www.choicehomewarranty.com/useragreement. A review of the claim shows that it was processed according to the policyThe diagnosis that was received stated that out of 4lbs of Freon that your system can hold, it was missing 3lbs This indicates that there is a leak in the system. When a leak is not visible to the eye, a technician must perform a leak test A leak test would determine the location and the cause of the leak, and the technician would provide pictures of the leak, the indoor and outdoor coils, as well as the model and serial number of the unit. Per our policy, Section Letter D, Number 4, we do not cover leak detections.Our SrClaims Specialist advised you about the outcome of the claim and in response to your dissatisfaction, we offered to cover half of the leak test, as a goodwill gesture You accepted this offer and agreed to a leak test.We received the outcome of the leak test which confirmed that rust and corrosion caused evaporator coil to form tiny holes that caused the system to leak Freon.Per our policy, Section Letter F, Number and 8, we do not cover failures caused by rust and corrosion.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Per our policy, Section ACoverage states that we are NOT an insurance company and we do not have the same policy or practice as onePlease see Section ACoverage #3 NOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.Also, per our policy Section FLimitations of Liability #states that CHW is not responsible for repairs related to rustThe 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.At the start of the contract, you were given days to review the policy, to ensure that all of the units were in proper working order and that they were maintained per the manufacturer's specificationsIf you did not agree with the policy within those days, you were able to cancel for a refund You did receive the policy, it was mailed and emailed to you also it is on our website for anyone to view We urge our customers to read the policy rather than assume anything should or would be covered as we do state everything in the policy for you.We do regret your frustration with this claim but we are happy that we were able to assist you on your previous repairs CHW has assisted you with $of authorized claims We do understand that it is frustrating that this claim is not a covered claim and do apologize for your aggravation.Regards,CHW

Complaint: ***
I am rejecting this response because when I tried to cancel my policy, I was placed on hold for minutes. Please have someone contact me or forward a full imbursement for $550.00.
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 http://www.choicehomewarranty.com/user_agreement.php Upon review of your policy, I do see that you had placed claims with CHW and that we did approve to assist on your Air Conditioning claim We do see that the claim for the washer was not a covered claim due to the fact that the pump drain and hose were clogged and that caused the unit to fail This is a lack of proper routine maintenance The tech stated that any time you are about to wash you should clean out the debris within the unit for it to not build up.If you would like to cancel your policy, you would have to review the terms and conditions pursuant to Section LCancelations: 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 also regret the frustration that you have had however CHW is in full compliance with our terms and conditions of our policy.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 *** We value all of our customers at CHW and are sorry that you have chosen to cancel your policyRecords indicate that your policy has already been canceled with CHW 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:
The technician did not say rust caused the leak. Rust was present as part of wear and tear. You are claiming rust caused the leak which is NOT what the technician diagnosed as the problem. Please reach out to the technician for clarification.
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 *** Please accept the apologies of CHW for any rude treatment you have receivedThat is not indicative of the level of customer service provided by CHWThere has been a request to cancel, however, it was delayed as there was a need to reach you to confirm the cancellation requestA request has been sent to reach out to you directly to resolve this issue and this shall be done today. Regards,CHW

Dear *** ***We regret to hear your frustration Please see our policy 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.If you would like to cancel your policy, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST.Regards,CHW

Dear *** ***Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously
Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claim we do see that you provided CHW with records and the records that were provided were not records of maintenance, they were records of repairsThe one showed that the unit was low on Freon, second one for the same date showed that there was an replacement for the CAP, the third one was the invoice for the technician diagnosing the system and that the unit was grounded. The record that you provided today is not a record of maintenance it doesn’t tell what the AMP readings are, the Freon levels doesn’t show anything that can justify that the unit was maintained properly. The picture that you provided does show a unit that was rusted however I am not a technician and I cannot explain or state if the unit was in proper shape when it was disconnected Our inside technicians spoke with the technician that was at your home and with the diagnosis and the lack of records, this does show us that the unit was not maintained properlyWe do regret your frustration with this claim; however CHW is in full compliance with the terms and conditions of our policy. Thank you,CHW

:Thank you for your update and I have placed a complaint with our Territory Managers in regards to this technician. I do appreciate you advising us of this technicians miss-diagnosis as we will investigate all of this technicians claims.For your inconvenience, I have placed a onetime free service call fee on your policy for any future claims that you might have.Thank you again for your feedback, our customers are our eyes and ears with our technicians.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 www.choicehomewarranty.com/useragreementA review of the claim shows that it was processed according to the policy. Based on the diagnosis that we received, it stated that rust and corrosion caused the evaporator coil to form holes which led to the system leaking FreonPer our policy, Section Letter F, Number 1, CHW “…malfunction or improper operation due to rust or corrosion of all systems and appliances…” Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfiedWe strive to provide the best customer experience therefore we offered you funds in the amount of $to assist on this non-covered claim. You declined this offerYou spoke with our Customer Solution Specialist who advised that they could assist on getting a discounted prices for a new coil or unitPlease note that once our Customer Solution Specialist gets more information you will be contactedWe 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 out of the 4.5lbs of Freon your system holds, it was down 3lbs of Freon You currently have a real estate policy, therefore, we requested to review your inspection report You were unable to provide the report, therefore CHW was unable to properly process this claim Please understand that the technician added Freon without authorization and our policy states in Section Letter C, Number 3, CHW “…will not reimburse for services performed without prior approval...” However as a goodwill gesture, we advised you that we would reimburse $ To accept these funds, please contact us directly at ###-###-#### Monday-Friday 9am to 6am EST.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear *** ***,We have reviewed the claim and it has not been covered under the policy, that this is not wear and tear You are welcome to provide us with documents showing that you have had routine maintenance done to your unit and that the failure was wear and tear Please kindly send it to *** and our authorization department will review them.Thank you,CHW

The policy doesn’t indicate that the Compressor is not covered, your claim was not covered you had damaged and deteriorated coilsThe compressor was also locked up and shorted to the groundHowever, this is a result of lack of routine maintenanceWe will not pay for repairs or failures that result from the Contract holder’s failure to perform or routine maintenanceFor example, you are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement Regards, CHW

I was told that a refund of $was approved and mailed on July 13, 2016, as of today August 24, 2016, I have not receivedanything and I am still waitingCan you please find out how long it will take for me to receive thisThank you

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, I do see that it was not covered due to the failures being rust and corrosion The technician stated that the heat exchanger cracked due to the rust Per our policy Section FLimitations of Liability #states that CHW does not cover failures due to rust or corrosion.I also see that we did offer to provide you with a full refund of this policy regardless that it has been past the days grace period We do not see that your policy is cancelled however the full refund was offered to you as a goodwill gesture and since you stated that you do not want the refund, we have removed the offer for you.We look forward to assisting you with claims that are covered in the future.We do regret your frustration with this claim however CHW is in full compliance with our terms and conditions of our policy.Best regards,CHW