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 *** Upon review of your claim it appears that your claim was processed in accordance with the policy as outlined in section Letter F, Number due to rust and corrosionThis information is outlined in the policy terms and conditionsAlthough we would hate to lose you as a customer, we can make the necessary arrangements to cancelHowever, please make a note that your policy will be canceled in accordance to the terms of the policy outlined in section Letter L, Number which 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 UsPlease call our customer service team at 1-888-531-and they can assist you with your request 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 claim I do see that our customer service department did advise you that the access was not covered, I did listen to the phone call that you had with Lakita and I did not hear her state that the replacement would be a covered item but as a goodwill gesture I will authorize this for you and you will receive a check in business days from today 11/13/ We do regret the frustration with this claim however; CHW is in full compliance with the terms and conditions of our policy.Best regards,*** *.CHW

Dear *** ***,We have reviewed the claim and we do see that Jose did contact you back and tried to reach you on both of the numbers that we have on file with no success, this was on 9/7/16, and he also contacted you on the 9th of September as well with no successThe notations of the claim state that he was to offer to assist you with a goodwill gesture and that offer is available for you at this time CHW is offering to provide you with the amount that you paid for the policy $minus any costs that CHW has paid for $and provide you with the remainder $188.47.We do understand your frustration however; the diagnosis that we received does not fit the criteria for a covered claim under our policy. 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. We do regret your frustration however in review of your claim, we do see that the claim requires access which is not covered per our policy To date CHW has provided you with $in paid claims, as a good faith gesture rather than going through Section LCancellations, we are willing to provide you with the refund of the paid policy of $with the subtraction of $for a refund of $ However if you chose to keep the policy, CHW is offering a goodwill of$ We ask that you either reply to this email or contact us at ###-###-#### and let us know which you decide to take of the offers.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 has been noted that your claim was handled in accordance to the policyThe claim was not covered as indicated in section Letter D, Number 5, CHW is not responsible for repairs to dampers 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. We regret to hear your wishes to cancel your policy If you would like to cancel your policy, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST to process your request.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 the unit has been fixed We see that you had contacted us on the 23rd to inform us that the icemaker was not working We do regret to inform you that the icemaker is not covered per the policy The technician confirmed that the unit is working properly and if it is leaking from the icemaker that would have to be something that would be out of pocket expense.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW

Having glue on the unit is not and having it burn off is not normal, this was not a proper installation therefore, this is not wear and tear We are very sorry that you disagree with the outcome of the claim Choice Home Warranty is in full compliance with our policy.CHW

CHW apologizes for the marketing attemptsYour information has been provided to the marketing executives to have the information removed. 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 the unit arced because the cavity had exposed metal which caused the control board to fail Per our policy, Section Letter D, Number 9, we do not cover “…arcing…” Our SrClaims Specialist advised you about the outcome of the claim and our policy, and in turn, you disconnected the callWe 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 claim we do see that the issue with the plumbing was the pressure valve did need to be replaced We do understand your frustration however; our policy doesn’t cover pressure regulators If the leak was caused by another means, something that our policy does permit we would have been able to provide the coverage for this claim.Since this is the first claim that you have placed, we are willing to offer you a goodwill gesture of $towards this claim We will also place a onetime free service call fee onto your policy. We do regret the frustration that you encountered with the claim however; CHW is in full compliance with the 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 *** The policy has an effective date of 9/9/Since this date there have been claims placedThe claims for electrical system, ceiling fans, plumbing stoppages, garbage disposal and another plumbing stoppageThe policy effective date is days after the sale dateThis time is designed to allow the customers an opportunity to ensure that everything is in working condition when the policy becomes effectiveSection Letter A, Number states that systems and components, “….Are in place and in proper working order on the effective date of this home warranty contractThis contract does not cover any known or unknown pre-existing conditionsIt is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components….” 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 and in accordance with the policy, section number F, number 12, repairs are not handled as a result of lack of maintenanceHowever, in an effort to provide continued outstanding customer service, we have made provisionsWe will cover the cost of the coil that contained rust and you will have the responsibility of paying for the upgrade R410A Condenser UnitPlease call our customer service team directly to obtain all of the information at 1-888-531- 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 shows that CHW offered to provide you with the amount that it would have cost to repair at our ratesCHW does not reimburse for a leak detection test as stated in D#and the Freon would was secondary damages to the hole in the discharge line, CHW does not cover Secondary damages as stated in Section FLimitations of Liability # CHW did reimburse you for the cost of the repair of the coil which was $minus your service call fee of $The reimbursement is accurate per the policy CHW will fix a unit rather than replace if we can however, as you stated, you chose to change the unit and CHW did not provide any authorization for that to happenPer our policy, Section CService Calls states that CHW does not provide any authorizations for items that were not authorized by our company CHW did provide you with the amount that we agreed to however if you choose to upgrade the unit, we are not responsible for those upgrades or the fact that you wanted to change the unit out.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy.CHW

*** ***We do apologize for any delay; we cannot provide any information about the date that the part will be delivered, you would have to contact CHW’s customer service for assistance Please contact them at ###-###-####.For your inconvenience we have added a onetime free service call fee to your policy for the next claim that you might have to place.Thank you for your understanding and for being a valued customer of CHW.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/useragreementUpon review of your claim, we do see that the unit was low on Freon and needed to have a leak test. You hired your own technician to have this competed and provided CHW with the outcome of the leak test. The diagnosis shows that the unit failed due to rust. Per our policy, Section FLimitations of Liability #and #8, CHW does not cover failures that are caused by rust or corrosionWe do see that you were offered a goodwill gesture in the amount of $which you did acceptWe do regret your frustration; however CHW is in full compliance with the terms and conditions of our policyRegards, CHW

*** ***We do apologize for your frustration and we do urge all customers to review the policy before they purchase it and we urge the customers to contact us with any questionsWe may cover the item but it is the failure that has to be covered.We do regret the aggravation with the claim that you had.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. 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 5-6lbs low on Freon and your compressor was locked up 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 agreed to the leak test. Based on the leak test results and pictures, there was physical damage to the fin area and where the condensing coil and u bends rest; this is also where the leak was found.Per our policy, Section Letter A, Number 2, CHW only cover failures that “…Become inoperative due to wear and tear…”At this time, the outcome of this claim stands.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:
they haven't done anything only said sent a email interially to someone in there company , I haven't hear a word from this companyCalled company times , each time they said someone would return the call and haven't returned any calls
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. Upon review of your policy, you have a different policy that is specifically for our real estate customer’s This policy does in fact need to have an inspection report provided Upon review of the inspection report, it was found that a golf ball was the reason for the failure in the unit.Our policy does not cover failures that happened prior to the start date, this is considered to be pre-existing to the policyWe do see that you paid the service call fee for this claim and as a goodwill gesture, CHW is offering to provide you with a onetime free service call fee that will be added to the policy for the next clam that you might have. We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW