Bass Services, Inc.

*** ***We do apologize that our Cancellation Manager did not reach out to you however we do see that parts were ordered and that the claim is covered If you do not feel as though this vendor is coming back and would like for us to provide you the funds that we were to pay for claim, we will be happy to do so The amount that CHW has provided for the parts and technician is a total of $184.55.We ask that you contact us and advise us of your decision.If you do not want to call you can email us at *** and please wait 2-days for a response.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 CHW would like to offer a new R-ton straight cool unit to you and we will pay for the shipping You would be responsible to have a technician complete the repairs We are offering this as a goodwill gesture to assist with the repair of unit If you accept this offer, please email me directly to t*** and I will arrange the compressor to be shipped and I will send you the paperwork I did leave you a message and followed up with an email

-Upon review of your policy that started on 11/30/14, you paid $for a year, CHW has paid out so far on this policy $ Per our cancellation policy, you are charged per month that you have had your policy, minus the administration fee and minus whatever claims were paid
Please see Section L. CANCELLATIONThis 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. For your specific policy, it is $a month and you have had the policy for months That is $plus the administration fee of $and the paid out claims of $that would be a total of $589.23, you had paid CHW $leaving nothing as a refund for this policy.I do apologize, if you would like to cancel the policy you are more than welcome to do so, even if we were to waive the administration fee, there would not be a refund If you have any questions, please feel free to contact our cancellations department and we will be happy to go over this with you.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 thermal expansion valve (TXV) was clogged and needed to be replaced. Per our policy, Section D, Number 4, CHW does not cover “…thermal expansion valve…”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied We did receive the invoice from your technician, which stated that it was the cap that failed along with missing Freon We strive to provide the best customer experience, therefore we offered you $of goodwill funds to assist you as well as a one-time free service call fee for your next claim You accepted this offer. 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 claims it appears that with each air conditioning claim that was submitted it was dispatched to a technician within hoursOnce this is done the customer will receive an automated email as well as an automated voice message providing information with the technician’s name and telephoneThis provides the customer an opportunity to call the technician directly and schedule a mutually agreed upon appointmentWe are in receipt of your reimbursement forms, however we request that business days are allowed to us for processingThese forms were received on June 22nd We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

*** ***We do understand your frustration however, our policy is specific and we do not cover specific items that are listed under the terms and conditions Please also review the Limitations of Liability specifically #which states that CHW is not responsible for the negligence of the techniciansWe highly suggest that you contact the technician that was at your home They are licensed and certified for any issues that may arise from their own negligence. CHW has charged you for the policy which you purchased As it states in the policy, we are not an insurance company and do follow all the terms and conditionsIf you cancel your policy with us, we are not responsible for any repairs or replacements since you no longer have a policy with usIf we are offering a goodwill gesture it is to retain your services, we do not provide goodwill gestures for non-customers.You also refund you received did not reflect the goodwill that we offered when you were a customerDue to the capacity of your claims and complaints, we ask that you contact our Director of Resolutions ( Jose ).Thank you,CHW

Complaint: ***
I am rejecting this response because:
The service man sent out listed on my receipt that the unit looked like it was maintained. I did not keep any receipts because I did not think they were useful since I could not use as a deductions. As far as who serviced my units I want by the value coupons sent in the mail. I do not remember who they wereI selected according to the best deal offered at the time I watched whom ever serviced the unit and they did a through job. This is the excuse they used for everyone whose aircondition unit broke down during this extreme hot weather. The service man told me they declined all the units that he was sent out on
Regards,
*** ***

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 you had your own technician come to your home to assist with the plumbing stoppage that you had They provided a diagnosis to us that stated that the technician snaked the line 115ft, per our policy, CHW only will snake a line that is up to 100ft Also, the technician stated that there were roots blocking in both directions Again, per our policy, Section D Coverage states that we do not cover clogs due to roots.You stated that this was all completed in the amount of $ Also, please read our policy Section LCancellationsIf you would like to cancel the policy there would not be a refund on this policy as CHW has paid out $and your policy was purchased at $ As a good will gesture, we will be happy to place a onetime free service call fee under your account but we are not able to provide the funds to you due to the fact that the funds go to the technician for his diagnosis. We will add the service call fee and if you would like to cancel the policy, please contact our Cancellations department and they can further assist you with any other questions you might have.We do understand your frustration; CHW is in full compliance with the terms and conditions of our policy.Respectfully,CHW

Complaint: ***
I am rejecting this response because: choice home representative stated that no matter what paper work I submitted, three warranty claim would not be honored Even though I maintained the system for two years, they were uninterested and just needed a reason not to honhonor the claim They have a dishonest business practice Their own repair tech stated that the system has been regularly serviced and in great shape
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, we do see that you purchased this policy on 1/13/16, you were provided days to review the policy’s terms and conditions and if you disagreed with them you were able to cancel the policy for a full refund at that time However, once the policy hits the day period, it is understood that you have reviewed the terms and conditions as they are stated on our website, in an email to you and sent to you in a booklet.CHW has assisted you with the first claim that you placed for the plumbing issue however we are not able to assist with the purchase of a water heater due to the policy restrictions Our policy does not cover the tank due to the fact that the tank does not have any mechanical function CHW does cover the heating element which heats the water up however we do not cover the water holding vessel which is the tank.If you would like to cancel the policy with us, please follow Section LCancellations and you can contact us directly at ###-###-#### and request to speak with Cancellation who will provide you with the pro-rated refund.We do regret your frustration however, CHW is in full compliance with the terms and conditions of the policy. Regards,Choice Home Warranty

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 the claim it appears that a goodwill gesture payment in the amount of $was paidThere is a service call fee of $If you have questions, please call customer service 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 *** Upon review of your claim it appears that your claim was processed in accordance with the policy section Letter F, Number 12, which indicates CHW is not responsible for repairs due to lack of maintenanceThe information provided to CHW doesn’t reflect preventative maintenance but does show a checkup of the system, it doesn’t indicate a cleaning be performed or pressure tests or any other components of preventative maintenance 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 the claim shows that it was processed according to the policy. Based on the diagnosis that we received, it stated that the pool motor was rusted/corroded which caused it to failPer our policy, Section Letter F, Number 1, “…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 in agreeance with. We advised you that you are entitled to getting a second opinion at your expense, however you declinedWe strive to provide the best customer experience, therefore we reached out to the technician again to confirm the cause of failure. Please understand the technician did confirm that the motor failed due to corrosionAs a goodwill gesture, we offered you $to assist you on this non covered claim; you accepted this offer. The outcome of this claim standsWe do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear *** ***We regret to hear your frustration and declining our offer. Please be advised that rust and corrosion are a clear exclusive in our policy, therefore the outcome of the claim remains the same. Regards,CHW

Dear Mr***,Per your request, CHW has cancelled your policy per the terms and conditions of the policy as stated in Section LCancellations. Please see below:LCANCELLATION 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 UsThis 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. The refund has been processed and has been refunded to your credit card that you used to sign up with the companyPer the terms stated above, the refund was $due to $authorized claims also minus the administrative fee of $50.We do regret that you chose to cancel, however the refund as stated is complete. 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 your unit was low on Freon 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…”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, as a goodwill gesture we have applied a onetime free service call fee onto your policy We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

*** ***Thank you for your response, we are aware of the issue and due to the fact that the policy was cancelled we are resending the check however this check is in the amount of $ CHW does not refund for the service call fee and we reimburse at our rates. If you have any questions, please contact us at ###-###-####.Thank you,CHW

When I purchased this policy this was never discussed and it was discussed that if my appliances and boiler is having problems to call and I pay and they would fix it or give me a new oneThe representative never said anything about if its old or is rusted that it would not be coveredSince I was not told about that I feel like I brought the policy without the appropriate information to make an appropriate decision. 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 have received your request for cancellation and have reached out to our team to reach out to you to handle the request We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, 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 We do apologize for the outcome of your AC claim that you placed on 05/09/with us, per our policy CHW does not cover any units that have a lack of proper maintenance and is the cause of the failure of the unit Your unit was diagnosed as having a lack of proper maintenance and leading to the unit failing because of such When a unit is not properly maintained the compressor will have mechanical and internal failure that will end in a result of a failed compressor or a locked system.Per our policy, Section FLIMITATIONS OF LIABILITYWe are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressureWe are not liable for or 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.We do regret any frustration that you dealt with CHW strives to help our customers with all of their home needs We do follow our policy and we do expect our customers to as well.Thank you for your feedback as it is always helpful for us; it allows us to improve our customer service.Best regards,CHW