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 *** A review of the claim shows that the claim was processed according to the policyBased on the diagnose received there was rust and corrosion present, which in accordance to the policy, section Letter F, Number 1, rust and corrosion aren’t coveredCHW doesn’t want to lose any valued customers, however, if you would like to cancel the policy, please call the customer service team at ###-###-####A request has also been placed for them to call you directly We 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 Please be advised that your unit was repairable, however, the parts needed to repair your unit are no longer available through our vendor Our policy states in Section Letter F, Number 9, “…If parts are no longer available, We will
offer a cash payment in the amount of the average cost between parts and labor of the covered repair…”Our cost of the repair and labor was $125.00, however, we offered you $towards a new unit You accepted this offer, the check was mailed to you and you cashed it on 10/2/17.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, we see that your policy had started on 2/1/and you placed a claim for your pool/spa on 2/25/ You stated that the unit did not work since 2/21/ The technician that came to your home stated that the motor was not working and he explained that the motor had been failing for a while He stated that the motor could not have started to fail within the time frame of the policy start date.Per our policy, Section A#states that all units must be in proper working order on the start date The Pool/Spa was not in proper working order since the motor failed within days of the policy’s start date.We do see that you had chosen to cancel the policy as wellPer our policy Section LCancellations you were provided with a pro-rated refund and you were charged with an administrative fee of $ Your total refund for this policy was $that was credited to your credit card on 3/3/16.We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy. Thank you,CHW

Dear *** J ***,We regret to hear your frustration and dissatisfaction with CHW. As a goodwill gesture will re-review your claim and the documents that you sent to us Once we have reviewed your documents and claim, we will reach out to you with an update. Regards,CHW

CHW values the feedback of all customersThis is useful in assisting with assigning the next techniciansCHW offers a reimbursement process in which you are able to select your own technician and after seeking the necessary prior approval, can handle the work for you and you are reimbursed in up to daysCHW has contracts with select techniciansIf you would like to have your claim reassigned, please call the customer service team directly for assistance at ###-###-#### 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 Upon review of your claim it appears that the claim was not covered based on the toilet being improperly installed which resulted in the leakAs outlined in the policy, section Letter F, number 11, we are not responsible for repairs due to improper installationRegarding the monthly payment that was removed from your account, we received your request to cancel the account on June 14, and we sent an email on that day, the payment for the month was removed from your account on June 13, 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 http://www.choicehomewarranty.com/user_agreement.php.Please refer to your policy Section LCancellationsIf you did not use the policy and nothing was actually paid out on the policy you would have received a larger refund If a policy is cancelled with us, you are charged a $administrative fee as well as paying back for any amount that we paid on claims; therefore your refund is smaller.LCANCELLATIONThis 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.According to the above, your refund is completely accurate since CHW paid out $in claims and you were provided back the refunded amount of months. We do regret your frustration with this policy however; CHW is in full compliance with the terms and conditions of the policy.CHWWe urge all customers’ to review the policy within the day grace period that is provided before the policy begins You have this time to ensure that all units are in proper working order as well as to cancel for a full refund within this time period. 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 ***
* Please accept the apologies of CHW if the technician that was initially sent was less than favorableIt appears that once you made CHW aware they were able to dispatch another technician to diagnose the problemAfter reviewing the claim it appears that CHW did process the claim as quickly as possibleThere was a delay in receiving the proper diagnosis from the technician that would allow for a proper claim outcomeAfter reviewing the diagnosis submitted from the technician as well as reviewing the pictures it was determined that there was a leak and also rust and corrosion, which is not covered under the policy section Letter F, Number We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

I am rejecting this response because:The CHW contract does not define secondary damagesAs a consumer I wouldn't question it's inclusion as my understanding is refers to damages caused to other areas, my dishes breaking, my floor being damaged, something that caught first when the dishwasher started shooting sparksNot the short in my control panel being primary and the burning of the control box and melting of the wiring harness both part of the control panel being secondary and therefore not coveredThe is bait and switch and fraudulent business practiceThe definition applied by CHW, after the claim was filed, ensures that the customer will always lose and CHW will very, rarely fully repair or replace an appliance counter to the customer's reasonable expectation of coverage.I canceled my policy due to the unfair deifying and rip off on the part of CHW, in effect a practice of bait and switchThe refund was not satisfactory for the same reason the service wasn'tYou charged me for two months or prorated coverage, but then forced me to also pay the plumbing repairSo I paid both to be covered and the cost of the repair that was supposed to be covered during the period I also paid for

Complaint: ***
I am rejecting this response because:
The refrigerator was fixed way before we took the insuranceThe fridge was fully working even after 6+months after we took the insurance.A I mentioned earlier due to the wrong part was installed by there technician due to which he had order the part again
Regards,
*** ***

Complaint: *** am rejecting this response because: The unit was working fine when I dropped *** *** *** and signed on with Choice and the date that I signed on was 5/2/2017 Had I been having issues with the unit, I sure as heck WOULD NOT have dropped one warranty in place of another prior to getting it taken careI don't care how long the coverage was the warranty was in place I didn't start having issues until the day prior my claim and it got progressively worse
I am rejecting this response because:I am rejecting this response because: The unit was working fine when I dropped *** *** *** and signed on with Choice and the date that I signed on was 5/2/2017 Had I been having issues with the unit, I sure as heck WOULD NOT have dropped one warranty in place of another prior to getting it taken careI don't care how long the coverage was the warranty was in place I didn't
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 ***p
Upon review of your policy, we do see that you had spoken with a Manager and she had offered a goodwill gesture to replace the condenser for youYou contacted us back on 5/26/stating that you had the unit repaired and now wanted the cost of the condenserWe have requested for you to send in the paid invoice along with the reimbursement form and we would assist you with the claim
Also, in reference to contacting the Customer Advocate, we do ask that you contact her and then she does have days to review each claimAlthough you were not able to wait, this is our policy
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 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 failure that was reported to us was that the thermostat had failed and this caused the evaporator fan motor to continuously run The motor overworked and overheated causing the internal failurePer our policy, Section FLimitations of Liability #states that CHW does not cover secondary damages As we stated to you on 11/16/16, CHW will cover the cost of the initial failure however you will be responsible for the secondary issue in the amount of $paid to the technician.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: I paid for a home warrant that cover all my appliance, not just some parts, no one told me only some parts was coverdon't know anything about part L of there guide
Regards,
*** ***

Dear *** ***,We do regret your frustration however CHW is not responsible for the negligence of the technician, Please review the policy Section F# Please feel free to contact the technician at ** *** *** ###-###-#### Due to the policy guidelines, CHW is in full compliance with our terms and conditions CHW has offered you a full refund providing you sign the agreement that we sent.Kindly submit the agreement to receive the full refund.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 our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claim, we do see that the failure for the plumbing was not covered under our policy since we do not cover frozen pipes for any reasons as stated in the policy.Also, we did approve part of your claim for the heating system but we do not cover valves, as stated in Section DCoverage #5.CHW has done exactly what we state we do in our policy, please note that we are not insurance and we do state this in our policy in Section ACoverage.CHW is in full compliance with our terms and conditions of our policy, we urge customers to read the policy within the days that you have prior to the policy’s start date This time is provided for you to review the policy as well as cancel if you do not feel that this policy is something that you do not want Lastly, these days is the only time that you can cancel for a full refund as stated in section B Coverage Period. We regret your frustration and do wish you the best.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. Upon review of your claim, we do see that CHW is providing you with the unit We do apologize for any delay, you should hear from *** *** shortly if you have not already to install the unit.As a courtesy we have added a onetime free service call fee to your policy as an apology for the time it has taken for the unit to be delivered.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 *** Please accept the apologies of CHW for the delay in locating a qualified service technician to diagnose the problem with your refrigeratorCHW offers to customers the option of utilizing the reimbursement service in which the technician is reimbursed based on CHW and claims are processed accordingly, provided the prior authorization needed is receivedHowever, based on a review of the claim, the claim as processed in accordance with the policy The diagnosis received from the technician was that the unit had a shorted compressorThe cost to repair the refrigerator was worth more than the actual unitAs such, per the policy section Letter F, Numbers and 16, CHW provided you with funds based on the current unit“We have the sole right to determine whether a covered system or appliance will be repaired or replacedWe are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or colorWe are not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governments”Additionally, “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” 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 *** We do show that you did have one technician come to your home to diagnose the failure that is not a covered claim Per our policy pressure regulators are not coveredPlease reference section DCoverage #under exclusions states “ Pressure regu8lators.”.As a goodwill gesture, CHW has added a onetime fee of a free service call fee back on to your policy Thank you,CHW

Complaint: ***
I am rejecting this response because: Part of the repair that they agreed to cover was for the Freon to be filled as the tech stated it was a little low. The manager at CHW said he would cover this and have the tech come right back The tech never came or called to set this up so it has NOT been done and needs to be doneCHW is not telling the truth once again they are lying to scam me (the consumer) I want the contractor to come back and recharge the system as I was told would happen by Sam *** the manager or forward the funds so I can get this done by another company By the way their comment that they paid more into this repair then I sent them in payments is exactly how they do their business its all about money and nothing to do with what they advertise or tell you they will do when selling you garbage like this Please send the tech back to complete the job that you agreed to pay for
Regards,
*** ***