Bass Services, Inc.

As I stated in the original complaint, the claim from the company that the failure did not occur within the life of the policy is invalid In addition the claim of improper maintenance of the A/C is invalid Company has not addressed the fact that the contractor they sent also caused more damage to the system than existed before the claim was placed Company is happy to cover anyone who calls with no inspection required because their standard procedure of claiming "improper maintenance" protects them from paying according to the obligation they made with the customer 1) The pool failure DID present itself within the lifetime of the warranty The pool pump was working and functional at the time the warranty was taken out We have had continuous Home Warranty coverage for more than years on this property (with another company and have had no trouble) If we had been aware of the problem before taking out the policy with Company, we would have filed the claim at the time it presented Company told us that the pool pump and systems were covered Company asked us for proof of prior coverage and did not require an inspection for prior issues The only reason to ask for proof of prior coverage is to ensure that any prior issues would have been covered We supplied that proof of prior coverageWe did not misrepresent ourselves to Company, but Company has MISREPRESENTED to us the product we have purchased.2) The Air Conditioner was covered by the policy The system has been properly maintained, the proof being how long its been working with no problems. We have maintained our system throughout our ownership of the property (more than years) The fact that the system was old, did not bother Company when they said they would cover it Then when something broke on it, Company then cited age and improper maintenance to get out of their contracted obligation We have maintained the system carefully to keep it running Company's contractor caused more damage than existed at the time of the claim.Company needs to pay both of these claims

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 for your AC system, it was advised to us that the evaporator coil was leaking due to rust Per our policy, Section FLimitations of Liability #states that CHW does not provide coverage for a unit that fails due to rust which is a lack of maintenance.You had stated that you had maintenance done on the unit and provided us with a record that was not a proper maintenance record This invoice was from 4/stating that the AC had maintenance but does not show what maintenance was done The invoice showed recommendations to do repairs It did not show anything was done hence not proper maintenance records The pictures that we receive show that the unit was rusted and corroded on the U bends on the evaporator coil This is where the leak was coming from.We do see that you have requested in the complaint that you would like to cancel the policy We are not able to refund you back the entire policy because CHW has paid $towards your claims for this property and you have paid in $for the policy There would not be a refund but you can reach our retention department and cancel your policy.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:
That is not trueThe a/c unit was maintained properlyThe repairman said that the compressor failed he did not say howAnything mechanical can fail at any given time due a whole list of reasonsChoice just uses there generic answer for denying a claimThe repairman did not have a reason for failure but he did state that Choice would deny the claim due to costWell the cost to have the unit replaced was $and yes I have the receiptThat’s what I want reimbursed for per there contract
Regards,
*** ***

Dear *** ***,
We do regret your frustration however per our policy Section LCancellations states:
“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 warrantyYou 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 UsAll cancellation requests must be submitted in writing.”
We do see that you have already cancelled your policy with us and did receive the proper refund of $
Per our policy, Section L #4, also states that once the day grace period is over, you are not entitled to a full refund
We do thank you for your feedback however CHW is in full compliance with our terms and conditions of our policy
Choice Home Warranty

Section Letter C, Number of the policy states, “Upon request for service, We will contact an authorized Service Provider within two (2) days during business hours and four (4) days on weekends and holidaysThe authorized Service Provider will contact You to schedule a mutually convenient appointment during business hours….”. The claim that you are referring to is a non-covered claim, however, in the interest of customer service, CHW offered to provide assistance with the $CHW didn’t offer excuses, instead referred to the policyPlease refer to the excluded as well as the included, there is no way to include all of the reasons something may not be covered in the contractThe contracts states in Section Letter A, Number that CHW is responsible for repairs related to wear and tearUnfortunately, your failures weren’t wear and tearThe policy outlines specifics, please refer to your 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. CHW offers repairs or replacements for items that are covered under our policy If a unit does not fall under the covered portion of our policy, CHW will not cover the failures.We have reviewed you claim and do see that the outcome of the claim was that the unit had a failure that was caused by rust or corrosionOur policy does not cover failures that are caused by rust or corrosion. CHW does provide our policy online for anyone to view as stated above also, you do have days to review the terms of the agreement before the policy begins If you disagree with the terms of the policy within the first days, you are able to cancel the entire policy for a full refund but if you do not cancel within the first days, you are subject to Section LCancellations.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: Choice's response stays in line with their strategy for not paying substantial claims. They consistently change their reason for rejecting the claimThis is the 3rd time they have done soNow it is because I cancelled the policy. This is what Choice does. Every time that I disputed their rationale, they would come up with something elseBefore I cancelled the policy, I specifically told them that the HVAC had been serviced regularly with the most recent service done in early June 2017. I offered to share the documentation with them. I also told them that the prior owner had a warranty service with AHS for four years and kept the HVAC service through that company. I was told by every person that I talked to at Choice, the claims rep, management and the rep for cancelling, that it did not matter what records that I had. They were rejected the claim based on the cell phone photos sent to them by their technician which showed dust and a spider web. Furthermore, they never even said that I could appeal their decision at all. I found out about the appeal process on my own and filed the appeal which by the way allows Choice days to review before getting back to a customer. This means that you would have to wait a significant time without having the service of the appliance that is broken (In my case the A/C in the middle of summer) They were very clear that no matter what I proved or did that they would never pay a claim that happened week after the policy was in force. I cancelled the policy only when I was reassured that they were not going to pay the claim and I realized that they probably would never pay any significant claim over the $service fee that is charged he customer for each claim. Bottom Line is The policy was in force when I made the claim through the denial of the claim and the appeal of the claim which was fraudulently rejected
Regards,
*** ** ***
*** ***

Complaint: ***
I am rejecting this response because:
I do not accept this response The actual technicians they company sent out who looked at the unit in person said it had been maintained They are saying from miles away that it hasn't The unit is years old in a very hot climate, that is what is wrong with it As their slogan even says, "sometimes things just wear out".Please let me know what the next steps are
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 motor bearings were bind, the idler was worn out and the belt was frayed These kind of failures take time to occur, and would not have failed within the short lifespan of your policy You purchased your policy April 17, 2017, which became effective May 17, The last time your system was reported not working properly was May 31, 2017.Per our policy, Section Letter F, Number 1, CHW is not responsible for any known or unknown pre-existing conditions.Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied, therefore you requested to cancel our policy. Per your request, your policy has been cancelled as of We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear James E Stewart, 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 your claims show that the claim was handled in accordance with the policyThe diagnosis indicates that the blower wheel assembly came off and caused the motor to failThis is considered secondary damagesSection Letter F, Number of the policy states, “You agree that we are not liable for the negligence or other conduct of the Service Provider, nor are we an insurer of Service Provider’s performanceYou also agree that we are not liable for consequential, incidental, indirect, secondary, or punitive damages”This is also the case with the accusation that the reason for the failure was caused by the previous technician that handled the repairYou would need to contact the technician that completed the repair CHW doesn’t want to lose any valuable customersSection Letter L, Number of the policy 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 CHW”Based on the claims covered, there wouldn’t be a refund due at this timeShould you have any questions, please reach out to the CHW customer service team directly at ###-###-#### We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

*** ***,Due to this being a covered claim, this check should have been issued to you without any issues of cancellations. The state of *** does not take funds out for cancelled policies. We will reissue the check and do regret the mix-up. Please feel free to contact
me directly for any issues. T*** Thank you,Tracy M

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 units that you have had cracks in the heat exchanger The records you had provided stated on 12/15/15, your technician found the cracks and then you contacted us on the 17th to place your claim The invoices you have provided do not show routine maintenance, they show that you had repairs each time you had an issue, except for this issue that you contacted CHW when your technician found the issue This is not routine maintenance which is what our policy states must be done to have a covered claimPlease see section FLimitations of Liability #12. We do regret your frustration however; CHW is in full compliance of our 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 *** Upon review of your claim it appears that your claim was covered in accordance to the policy section Letter F, Number in which CHW is not responsible for repairs related to lack of maintenanceAlthough not required, we do invite you to send in maintenance records to be reviewed in hopes of a more favorable outcomeYou can submit this information to [email protected] 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. In review of your policy, you purchased the Total Plan in the amount of $on April 13, for one year Your policy became effective on May 13, as it states in our policy “…Coverage starts days after acceptance of application…”A review of the claim shows that it was processed according to the policy You advised that your air conditioning unit stopped cooling on June 3, Based on the diagnosis that we received, it stated that the unit was 2lbs low on Freon Please understand that a unit would not leak out 2lbs of Freon in the short lifespan of your policy Per our policy, Section Letter F, Number 1, CHW is not responsible for any known or unknown pre-existing conditions.Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel Per your request, we cancelled your policies on July 11, and have processed your refund Please refer to Section L of Cancellations, as you are entitled to only a pro-rated refund.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 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.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/useragreementA review of the claim shows that it was processed according to the policy. Based on the diagnosis that we received, it stated that compressor has an internal short, the breaker was tripped and the unit was low on Freon. These failures confirm that there was a lack of proper routine maintenancePer our policy, Section Letter F, Number 12, Choice Home Warranty does not cover failures that are caused by a lack of “…perform or routine maintenance…” Please note, that your coverage start date was February 10, 2017; when you originally placed the claim, you advised our Claims Intake Specialist that the last time your system was working properly was October 31, Per our policy, Section Letter A, Number 3, all systems, appliances, and components must be “in place and in proper working order on the effective date of this home warranty contract.” Our SrClaims Specialist advised you about the outcome of the claim and our policy, and due to your dissatisfaction, you requested to cancel your policyYou spoke with our Customer Solution’s Specialist who offered goodwill funds in the amount of $to assist you on this non-covered claim. You declined the offer as you insisted on cancelling your policyPlease understand that we are unable to move forward with this claim as per your request, your policy has been cancelledWe do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

I spoke with CHW today. They said they could not match the capacity or features of my covered front load washer. They asked me to hold to speak to another representative after holding for minutes I had to hang up. I read their response they would pay $toward the purchase of another front load washerI told them in the beginning I would have expected they would have offered the cost to repair the washer, which was around $They have insisted they would give me money toward the repair or toward the purchase of a new washer. That is not what is in their contract. If they do not honor their contract that is deceptive trades.Please flag them for not honoring their contractual agreement. Before I file a small claims case in the JP courtI will accept $which is more than a $below my current Damages If I win the small claims case for deceptive trades and breach of contract, please let them know I will be pursuing triple damages of $994.67 plus the cost I have been paying for the useless warranty Their contract in my opinion is fraud and a violation of the *** Deceptive Trades Act

Complaint: ***
I am rejecting this response because: They gave me numbers to three technician that didn't work for them, it is scam, I report them to Channel news and two other people had already reported them so they working on during a story on themI paid these people $dollars a month and still no serviceMy toilet is still not working till this day
Regards,
*** ***

Complaint: ***
I am rejecting this response because:A representative from the company that I spoke to on Friday 9/told me that this was covered, and told me to call *** *** to schedule a repair The service call back in June was not broken, but only a piece of PVC pipe that was missing, which was causing water to spray in the floorThe technician replaced the PVC pipe and sealed all connectionsNo water has leaked since he left The technician didn't even charge us the service call fee because he said it was such a simple fix CHW also told me that the evaporator coil was damaged due to lack of preventative maintenance When I called the repair company directly, they told me that there is NO WAY that preventative maintenance would have prevented this They said out of repair claims they go on for evaporator coils, CHW may only cover How is that the technician that came to my house is wrong, but an analyst for Choice (who has NEVER been to my house) is right??? At the end of the day, Choice has done nothing for me If they can not cover this issue (per their own "Claims Supervisor" who told me it would be no problem)...then I would like a full refund of any premium that I've paid monthly I'm sure all calls are monitored, pull the call from last Friday around 3pm CST.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
I ask this question when I purchased the warranty and the sell person told me that they will still cover the items and if this is CHW policy I would like a full refund and the reason why is majority of my items are still under warranty
Regards,
*** ***

Dear *** ***,Unfortunately, our policy states that if you place a claim and request to have a technician come to your home, you agree to pay the service call fee That fee does not come to CHW; it goes to the technician to provide us with a diagnosis Per the policy, Section CService Calls, this will be for any claim that you placeUpon entering the claim, we do not know if the claim is going to be covered or not In this case, you placed the claims yourself through the customer portal and our automated system dispatched a technician to you Had you contacted our agents, we would have advised you that no matter if it is a covered claim or not, you would have to pay the service call fee. You are welcome to contact the technicians to request that they reimburse you for the fee’s that you paid to them however our offer is for the policy that you purchased and paid to us.If you would like to accept this offer, please contact our customer service department at ###-###-#### and they will send you a form to sign and send backOnce you have sent the form back, you will be refunded the cost of the policy Thank you,Choice Home Warranty