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 policyThis claim was approvedBased on the diagnosis we received stated that the evaporator fan motor shorted out Our technician has confirmed that he has replaced the fan motor We have received your paid invoice for your duct assembly and have authorized your reimbursement funds of $180.00In regards to your food spoilage, this would be considered secondary damage Our policy states in Section Letter F, Number 19, that we are not responsible for secondary damage.As a gesture of good faith, please accept our offer of a one-time free service call fee for your next claim. If you would like to accept this offer, please contact 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

Complaint: ***
I am rejecting this response because:Contract says included: are components and parts for units below seer, when we are unable to repair failed covered equipment replacement will be peformed.This does not say only if you have a service contract.If this had been a requirement I would have had one in place.I still contend you did not honor your contract
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 appears that CHW is diligently working on locating a technician that will be able to correct the issue with the water softenerBased on the notes, CHW was informed by you that there is only one technician in your area that works on this particular water softenerWe will continue to work diligently in an effort to have this fixedPlease be advised that the Reimbursement option that was presented to you is still an available option in expediting the fixing of your unitIf you would like to take advantage of this option please call the customer service team at ###-###-#### to have the form sent to you 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 ***t We are definitely sorry for the ordeal you have enduredWe have reported this information directly to our Territory Manager as well as our Vendor Relations team to handle thisYour claim is still open and we are currently awaiting the diagnosis from the technician to determine your coverages We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

CHW *** ***,Our policy is open to anyone that wants to visit our website and review the terms of the agreement as we stated prior to this responseIf you go to www.choicehomewarranty.com/useragreement you are able to view not only the coverage but the Limitations of Liability exclusions which are very much a part of our policy Your policy was also provided to you days prior to the start date for you to review After receiving the complaint that you placed with the MO Attorney General, we have explained our policy and the outcome of this claim. We do understand that you are frustrated however, CHW does state not only in our policy but in our advertisements that we will repair or replace COVERED claims (systems) This is not a covered claim since the failure was caused by a lack of proper routine maintenance You stated in the Attorney General that you are a licensed technician that did not feel a need to keep track of any of the readings from the maintenance that you had done to your unit Being a licensed technician, you should understand the importance of having the previous readings. At this time we will not provide authorization for this claim due to the lack of proper routine maintenanceHowever, you have paid CHW a total of $for this policy and CHW has paid a total on claims $593.00, as a goodwill gesture we are willing to provide you with a refund minus the claims paid which would be $262.00.We have provided the Attorney General of MO this information and explained to them as well that the unit is not covered per the terms of our policy and that we are offering a goodwill gesture.Thank you,CHW

Dear Mr ***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 with us on 1/8/16, you filed a claim for your heating system on 1/26/stating that the unit was making a loud noise and had a strong burning smell. CHW assisted and had technicians come to your home to diagnose the system because the first technician advised us that this issue was pre-existing to the policy We then send a second technician to your home to receive a diagnosis and they too advised us that the motor was burned out and that this issue was happening prior to the policy start date.I do see that CHW was able to assist you on this claim and that you were happy with the end results. We do regret your frustration however; CHW is in full compliance of our terms and conditions of the policy.Regards,CHW

Complaint: ***
I am rejecting this response because:
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 ***. We do show that the diagnosis that was provided to us showed that the unit lacked the efficiency If a unit has had the proper maintenance and all coils were cleaned and serviced so the heat in the unit could be dispersed effectively, even though the unit has aged the life expectancy could have pro-longed Per our policy, we ask that you send routine maintenance records, per manufactures specifications for a more favorable resolution Please send the records to [email protected] and please place your claim number of *** so that we can match to the proper claim.We do look forward to trying to resolve this issue with you.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 Your claim has been reviewed and it was processed in accordance to the policyAs the claim was not covered, CHW did extend a goodwill offer of $550, however it was declinedThe offer is still available to assist with offsetting the repair costs CHW doesn’t want to use a valuable customer and wouldn’t want you to cancelHowever, it has been requested that someone from the cancellation team reach out to you to assist with your needs We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear Mr*** ***,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. Choice Home Warranty strives to provide the best customer experience so we regret to hear that you had less than experience On behalf of our technician, we apologize for them missing your appointment We were able to dispatch another technician for you, who did come to your home to diagnose your unit The details of your situation in regards to our staff, are not representative of the CHW customer experience Please accept our apology for any inconvenience this may have caused We appreciate the feedback as it gives us the opportunity to improve our services.Please accept our offer for a free service call fee for your next claim. Regards,CHW

Dear *** ***Please understand that this claim is not covered and the funds being offered to you is of goodwill to assist you on the non-covered claim In order for CHW to process these funds for this claim, we would need your signature on the paperwork that was presented to you.If you decline to submit a signature, you are declining the offer of goodwill funds If you decide to sign the paperwork, please follow the instructions on the email that was sent to you and will proceed accordingly. 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 50% lbs 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.Based on the pictures we received, it shows that the rust and corrosion caused the evaporator coil to leak 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

Complaint: ***
I am rejecting this response because it has not addressed the inconsistent information that has cost me funds. Also, due to the inconsistency of information, the service fee of $for the refrigerator needs to be waived
Regards,
*** ***

Dear Mr***,The amount that was paid for this policy was $through escrow and the amount that CHW has paid to date is $99.18. Our cancellation process is to provide you with a pro-rated refund, minus claims paid and also minis an administrative fee of $50. That would then provide you back with the months not used. However, we are willing to provide you with the full refund minus claims paid for a refund of $430.82.If you would like to accept this offer, please contact our office and we will send you the proper paper work. Also, since this was an escrow that was not paid directly from a credit card by you, the refund will be processed in a check that is computer generated. Our checks are dispensed in the order in which they are received and they do take approxdays. Thank you,CHW

Dear *** ***, We last spoke with the technician on June requesting that he email a statement of what was repaired He confirmed that he has in the past and will send another one We also sent him a reminder email Please understand that there was a chance he was not available during the holiday weekend At this time there is nothing further we can do as we have already advised you to contact the technician directly as this is a statement/request we do not offer Once again, you can reach the technician directly at ###-###-####.Regards,CHW

I am rejecting this response because: Im rejecting this because *** dosnt state how much refund, and that they are in the the wrong for doing people like thisI received a report from my insurance company, ***l ins of *** ***There were no reports any bad weather and the compresser just failed on its own recognasince, they told me that if I had a policy like this that they should have covered itI went a week witout any aircondition and with my COPD and Hypertention it makes it very very hard to breathI had to borrow money to cover this and on a fixed income it realy hurts I will pay my Brother back a little each monthJust be aware that this company isnt out for the well being of anyone except themselves and I find it hard for people like this to sleep at nightI have deleted this company from E Mailing me and realy dont want nothing but other folks not to make the mistake I didIT HURTS!!!! P.S even the sevice guy that came to my home before he even called into choice home warranty he told me that they probly arnt going to pay for this and they shouldI think he knows what kind of company this is too
Regards,
Jim Arnold

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 shows that the claim was handled properlyBased on the diagnosis that was received by CHW the claim is not covered due to rust and corrosionThe diagnosis that was received was that the heat exchanger was cracked and there was rust and corrosionSection Letter F, Number of the policy indicates that CHW doesn’t provide coverage for rustThere was rust build up and failure, which also indicates this was a preexisting conditionSection Letter F, Number of the policy states that CHW is not responsible for repairs related to known or unknown preexisting conditionsPlease call the CHW customer service team directly if you have 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 rust and corrosion caused the evaporator to form holes and leak out the Freon Per our policy, Section Letter F, Number 1, CHW does not cover “…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 requested to cancel due to your dissatisfaction Per your request, your policy has been cancelled as of June 1, 2017.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, we do see that once you placed the claim online we did contact you to advise you that the claim that you placed was not a covered claim we did however dispatch a technician to your home who advised us that there was a clog which was enabling anything to run through, the drain needed to be snaked and cleanedPer our policy, this is not something that we would cover.We did request that the tech come back to your home as a good faith offer however they did not have the staff to do so We did advise you once we have a technician in that area we will send them to your home However if you are requesting that we provide you back with the service call fee, we will place it back onto your policy and when you place your next claim, you will not have to pay the service call fee.This has been placed onto the policy for you as of today, 12/12/16.We do regret your frustration.Regards,CHW

*** ***CHW would not cover this claim because it is not certain that the unit itself would work again The motor has to be replaced, the pump would also have to be replacedThe water damaged both and made the unit fail We are willing to offer you funds towards the unit to assist with the purchase of a new unit Please understand that this is a goodwill gesture, not a covered claim We are willing to provide you with our cost for a basic dishwasher which is $ If you would like to accept this offer, please contact us at ###-###-#### and the claim will be notated with the offer.Thank you,CHW