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/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 there was no Freon in the system due to a corroded evaporator coil. Per our policy, Section Letter F., Number 1, CHW is not liable for “…malfunction or improper operation due to rust or corrosion of all systems and appliances…”We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear Mr*** ***, Please note that our policy is available online at www.choicehomewarranty.com for public viewingYou are given days to review your policy and if you do not agree, you could cancel with no penalties during that time period. Please see our policy where it states in Section B of Coverage Period: BCOVERAGE PERIOD Coverage starts days after acceptance of application by Us and receipt of applicable contract fees and continues for days from that dateYour coverage may begin before days if We receive proof of prior coverage, showing no lapse of coverage, through another carrier within days of the order datePlease note, that Choice Home Warranty has given you a breakdown of the amount your pro-rated refund as per our policyIf you would like to cancel your policy, please contact our Customer Solutions Department at ###-###-#### Monday-Friday 9am to 6pm EST

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 stated that there was a line restriction in the liquid line, this is due to a contamination of Freon and the technician would have to do a blow out of the lineThis is caused by a lack of proper routine maintenanceWe do see that you submitted invoices to us however one invoice was for the technician coming out for the furnace and reported to you that the time that there were multiple code issues and improper work done by whomever replaced the furnace for you. This is not showing any maintenance being done for this systemThis shows that the furnace was condemned and not properly installedThe other invoices that were provided to us was one for June and the other was November 2015. “They state preformed annual tune up.” Once again this isn’t proper routine maintenanceThe records do not show the model or serial of the equipmentThe invoice sent for the one in November states the improper install on the heating systemAgain this is not routine maintenance however as a goodwill gesture, CHW will provide you with the $that you have requestedA check will be authorized to you today 5/14/and will be mailed to your home in days. Please note that our system is a computer generated system and we are not able to send the check any fasterWe 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 our web site at http://www.choicehomewarranty.com/user_agreement.php Upon review of your claim for your heating system, we do see that the claim was not covered per our policy for the fact that we do not cover valves as stated in Section D#under the excluded portion of the policy.We do see that you had a second opinion come to provide us with a diagnosis and the outcome was the same He stated that the gas valve was bad; heat exchanger was cracked due to rust and corrosion Per our policy Section FLimitations of Liability #states that CHW will not cover failures due to rust or corrosion.We also state in our policy that all units do not have to be new but they do have to be in proper working order on the start date of the policy All units have to be properly maintained and in good working order once this policy begins If a unit has failed due to wear and tear but the policy has not been open with us for that certain amount of time that the failure could take place, this would not constitute as a covered claim.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

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 Freon was leaking from the reversing valves Per our policy, Section Letter D, Number 5, CHW does not cover “…valves…”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 we offered you funds in the amount of $of goodwill funds to assist you on the non-covered claim You accepted this offer and requested the funds be authorized to the technician to repair the unit Please note, if you would rather the funds to be authorized to you in a form of a check, 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 assetWe are committed to providing a positive customer experience and we take all feedback very
seriouslyChoice 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 http://www.choicehomewarranty.com/user_agreement.php
Upon review of your claims, we do see that you placed claims and one was not covered, the others were not permitted to be placed due to non-covered reasons
CHW provides our customers days to review the terms and conditions before the policy begins if you chose to cancel the agreement within this amount of time; you are then permitted to have a full refundAlthough your policy did begin before the day grace period, you could have canceled providing there were no claims within the first daysYou chose to keep the policy and placed claims all in April when your policy began September of which did provide you enough time to review the terms and conditions of our policy
Also, please note CHW is not an insurance company as it states this in Section ACoverage #
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy
Regards,
CHW

Per our policy, any unit that fails due to rust/corrosion would not be a covered item as stated in 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 did advise you that the unit had failed due to this issue and therefore we would not be able to cover this claim.As a goodwill gesture, we would like to provide you with an extra month of service free of charge due to the fact that you are not happy with the outcome of this claim. We are also willing to provide you with a onetime free service call fee for any next claim that you might have.We do regret the frustration with this claim and do hope that you accept our offer as we cannot provide coverage for this claim but do value you as a customer and would like to offer you this as a goodwill gesture. If you would like to accept this offer, please contact us as it is noted on the policy and we will add the extra month and service call fee for you.Respectfully,CHW

Complaint: ***
I am rejecting this response because: First: Choice originally accepted the claim advising your technician a $"fix." When the technician advised the problem could not be fixed for $100, Choice then denied the same claim as not covered. Either it was, or it wasn'tYou cannot pick and choose if the repair is more than you care to spend. Second: Choice's technician stated to us, verbally AND IN WRITING, that the problem was NOT DUE TO OVERLOADHe is YOUR tech(I previously submitted the electrical company's email stating this problem was specifically NOT caused from overloading.)
Regards,
*** ***

Complaint: ***
I am rejecting this response because:First they where NO previous problems with the furnace, Second I never cancel the warranty and been paying on time for the last monthsThird the tech indicated that CHW owes him money and to contact them directly, he never call us back or gave us an estimate of the repairs neither what was wrong with the furnace in writingForth if you look at the volume of complains against CHW you can see this is a common practice for themFirth they are still on promotions from the 6/lawsuit.They want to refund the full amount we pay to remove the reviews, we will continue posting the honest truth and reject there offer, furthermore we reserve our legal rights and we like to mention that http://www.consumeraffairs.com/homeowners/choice_home_warranty.html is part of CHW and any truthful negative review is NOT posted
And again there is a trend by this company and other to target senior citizen like us, promise and promise call after call day and night, discounts because we are seniors every is great as long you do not file a claim, once you do is a whole deferent ball game, rude, try to bully you and nastyAnd if you request a supervisor forget it, they put you on HOLD forever, and if you call again they hang up. The reviews STAND and will be a lot more, they should honer the warranty
Regards,
*** ***

I am rejecting this response because: The technician recommended from Choice Home warrantee stated that he NEVER told Choice that there was a short to ground. In fact he called Choice on May and explicitly stated that there was no short to ground. After I spoke with the technician, I again called Choice and they changed the reason they would not pay for this covered item. Now they stated it wouldn’t be covered because of secondary damage. (Due to the fan motor going out) The fan was replaced several days before and the system was working properly. The fan motor is a covered item and the system was turned completely off until it was replaced. The technician stated the following. There was no short to ground, Power surge, or lighting strike. The system was well maintained as it lasted nearly twenty years, when only designed to last between 12-years. There was no improper installation of any parts. If there was an improperly installed part it was by the technician Choice recommended. The system worked fine after the fan was properly installed. Choice’s own advertising states, ”Nothing lasts forever, eventually everything wears out. Get the peace of mind of a Choice Home warrantee”. Like Choice’s own ad says, the system simple wore out. Now they don’t want to pay. The Technician sent by Choice that worked on the system is willing to write a statement stating all parts where installed properly, there was no short to ground and the system was properly maintained

Complaint: ***
I am rejecting this response because: This is completely untrue. The diagnosis that the technician gave me was completely different than the reason for the denial of the claim provided verbally by Choice. He did not mention anything about rust. He said that the problem was the condenser and he said he did not know whether or not the coil was good and that he would have to examine it in the future if I agreed to hire them to do the repairs. Contrarily, Choice said that the technician said the coil had rust on it, which they claimed was the problem, but the technician told me he did not examine the coil. Furthermore, the technician punched holes in the unit, which can be confirmed by my son, who witnessed it and my AC technician who serviced the unit in early summer 2016. Service is completely unacceptable. I request that Choice pay to have the unit repaired and that I get a full refund for the policy.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
The ac unit ran just fine the last time we used it - - Sep Your response is what we expectedI noticed that CHW has over Revdex.com complaintsIf I'd known CHW was so shady I'd never signed onRest assured all our friends and family will know about this.
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 diagnosis that we received, it stated that the compressor failed and could not be replaced Our policy states in Section Letter F, Number 16, that “We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (which at times may be less than retail) to repair or replace any covered system, component or appliance.”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you declined the offer for funds to go towards a new unit.We strive to provide the best customer experience therefore we offered to purchase you a new refrigerator unit After hearing the details of the unit CHW was going to purchase for you, you declined that offer as well.Please note that the maximum amount of $towards a new refrigerator is still available These funds are at “Our actual cost” which may be less than retail To accept this offer, 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

Complaint: ***
I am rejecting this response because: what CHW advertise is misleading and advertisements and I feel it's unlawful
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 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 your claim, we do see that the outcome that we have is a failure due to a lack of proper routine maintenanceIf you disagree with this outcome, you are able to send a second opinion to usPlease send the information to *** and our inside technical staff will review
Please note that in reference to contacting our Consumer Advocate, she has business days, not including holiday’s to respond to a customer’s email
We do 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 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 both of your policies, we do see that the first policy that you purchased with us you paid $towards the $that was dueYou did cancel the policy before the day timeframe and CHW did refund the funds back to you
Upon review of the second policy that you purchased with us, you paid $in total and the day your policy began you placed a claim for your Air Conditioning SystemWe did advise you that per our policy, section ACoverage #states that all units must enter the policy in proper working orderYou requested that CHW still send a technician to your homeWe did as you requested and did dispatch a technician however before the technician came to the home, you requested to cancel the policy
Per the terms of Section LCancellations you were not entitled to a refund however as a good faith effort, CHW provided you with the last payment of $that you paid
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: Actually since I have no recourse with this company, I will have to accept their response. Even though the following I submit:They received my cancellation request in writing, according to their contract back on Sept6. Once they received my request, they did not cancel my contract. They kept trying to contact my email and by phone. After weeks, I decided to return their attempts. As they told me then, they do not cancel a contract when a written request is received as per their contract!! They always contact the customer and try to talk them out of cancelling before they go ahead and cancel the contract. AND once this is done, which in my case was more than days after they got my written cancellation, then they finally cancel the contract.THEY NEED TO AMEND THEIR CANCELLATION POLICY AS STATED IN THEIR CONTRACT. THEY MISLEAD AND DECEIVE THE PUBLIC BY NOT FULLY DISCLOSING THIS ACTUAL CANCELLATION POLICY, WHICH IS WHY I AM NOT A HAPPY PERSON!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Regards,
*** ***

Complaint: ***
I am rejecting this response because:Our units are being maintained annually and I've attached the last maintenance that was done back in MarchTo claim that this is due to lack of routine maintenance is completely falseSo when you said "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...” is one deceiving way to reject our claim.
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, we do see that you have chosen to cancel your policy with CHW The outcome of your claim shows that the unit was not a covered item under our policy per Section D number which states that CHW does not cover any type of leak in the refrigerator. Also, we were advised that the unit might still be under manufacture warranty which would help you replace the issues that has happenedOur policy does not cover units that are still covered under manufacture warranty however you will be able to contact the maker and have them assist.We do regret your frustration however CHW is in full compliance with the terms and conditions of the 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 shows that the claim was handled properlyThe diagnosis that was received was that the electronic board needs to be replacedThe heater is not lighting also, because a new control board is neededSection Letter E, Number of the policy states that this is not coveredOnce this is repaired, the technician will be able to determine if there are other failures that are covered under the policyHowever, at this time, 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