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 policy Based on the diagnosis that we received, it stated that there was internal failure in the compressor This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor This failure occurred from a lack of proper routine maintenance.Per our policy, Section Letter F, Number 12, CHW is not responsible “…for repairs or failures that result from the Contract holder’s failure to perform or routine maintenance...” Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you disagreed stating you had maintenance records We advised you to submit your records for review We received and reviewed your maintenance records, and unfortunately it did not prove that your system was properly and routinely maintained as there was no model/serial number from the equipment, no pressures notes, and no notes of any issues or things found upon the inspection Please understand that this was not a valid maintenance invoice Due to your dissatisfaction with the updated outcome, you requested to cancel your policy We strive to provide the best customer experience, therefore, we have resubmitted your claim to our Customer Solutions Specialist for review Please allow 24hrs-48hrs for a specialist to reach out to you with the outcome We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

*** ***We do understand and regret your frustration however this claim wouldn’t be covered under our policy therefore we would like to offer you a refund of the paid policy Due to the fact that this policy was paid for by an ESCROW account, we are able to cut a check and send it directly to you.If you would like to accept this offer, kindly contact us at ###-###-#### and we will provide you with a form to sign and receive the 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 *** We have reviewed your complaint and both accounts with CHWWe appreciate the loyalty of our customer’s and would love to have an opportunity to serve youBased on your request, both policies have been canceled 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:CHW's own technician stated very clearly to the agent handling him request for approval to repair that it was NOT oxidation or corrosionThe technician has chw on speakerphone so I could hear the conversationChw agent tried to get the tech to say it was corrosion and he was having to repeat himself it is not corrosionHe stated "what you are seeing is from the sparking and burning but not corrosion" I'm requesting that chw attach the call between the licensed tech and agentI do not see a need to hire another independent tech as the one that came was YOUR technician that diagnosed it If claim is denied I'm requesting the call recording diag from tech and letter of denial so I can request arbitration and continue proceedings here in Tarrant countyIf a subpoena is needed, I need the address for chief legal counsel I will not accept a settlement given your licensed techs very clear diag and hearing your agent try and trick the tech to assist in giving information to get a claim denial to avoid paying.
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 *** A review of the claim shows that the claim was processed in accordance to the CHW policy. Section Letter F, Number states, “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…..”. Based on the dishwasher that was previously installed, a check in the amount of $was sent to assist with the cost of the replacement dishwasher that is needed 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 F, Number 8, CHW is not responsible for repairs due to rust and corrosion 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 the claim is being processed accordinglyIt was processed according to the terms of the policy section Letter F, Number in which repairs related to secondary damages are not covered 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:When the disputed claim was made, my account was open! I cancelled the policy after the fact because of this company's dishonesty! They requested the maintenance records and the were faxed to them After requesting that I fax the record again because I attached a note to it and I immediately faxed it as requested and again received a fax confirmation; Aaron the rude combative employee who identified himself as the manager claimed he didn't get ir, then went on to say that the records did not have the serial numbers of the units, just the service address If he never received the documents, then why was he asking about the units serial numbers.It is clear to me that Choice Home Warranty practice dishonest business and if I have to get my attorney involved, I will Choice Home Warranty did not uphold their end of the contract and that's the bottom line They asked for records and they got the records they just simply do not want to uphold their scam of a contract! In addition, from the research I've done in preparation to take them to court, the average A/C compressor last 12-years, my unit is years old and has lasted well past the average due to yearly maintenance I am still angry and will post this issue on every website available warning consumers not to do business with this dishonest company.Choice's standard BS letter sent to you does not resolve my issue
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
The RUDE comtormer sevice person I spoke with refused to pay for the repair of my Heating and air system, only offering a mere " Good Will " payment toward the repair bill !Also I was not sent a copy of my service Contract till after a month and a half from the date I signed up
Regards,
A*** ***

We would like to look into this issue for you but you didn't provide any information that we can locate your policy The address that you have provided doesn't match anything in our system Could you please provide the policy number or the claim number for us to review the claim.Thank
you,CHW

I didn't get my refund from Choice Home Warranty as they promised under my complaint #***Please assistThank you,

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 policy it appears that you were erroneously charged the $Administrative FeePlease accept the more sincere apologies of CHWThis will be refunded to your card 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 handled in accordance to the policyYour coverage was effective on 2/9/17, you placed a claim for your sump pump on 2/13/It was determined that the failure that occurred with the sump pump isn’t something that would have occurred in days of coverageSection Letter F, Number of the policy indicates that CHW is not responsible for repairs related to known or unknown preexisting conditions 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 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 ***
In reference to your Air Conditioning System claim, it was determined that the failure was due to rust and corrosionPer our policy Section FLimitations of Liability #states that we do not cover failures due to rust or corrosion
In reference to the Pool claim that you placed, it was stated by the technician that the failures were due to storm damagePer our policy Section FLimitations of Liability #states that we do not cover failures due to storms
We do regret that you are frustrated with this claim however CHW is in full compliance with the terms and conditions of our policy
Regards,
CHW

Complaint: ***
I am rejecting this response because: We had the unit serviced by choice home warranty in April so why weren't we informed then of the issue. Plus my complaint is also with the supervisor that was so very disrespectful, yelling, and trying to talk over me when I was talking. I believe I would have not been so inclined to report this to the Revdex.com if not for the irate employee/supervisor. I work in customer service and there are times when customers are upset but you need to be patient and respectful even when issues arise that are out of your control. It is very sad to think our future is full of cold people that you basically have hired to help you
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
I was told by the repairman tha there was nothing I could have done to prevent this from happeningI have maintanience twice a year on that unitI think this is just a rip off by choiceI still want my money returned to meCall *** *** talk to the repairman who came to my home
Regards,
*** ***

The photos were used in conjunction with the feedback received from the service technician as well as the in house authorized techniciansCHW doesn’t require that maintenance records be submitted, however, should a claim be non-covered as a lack of proper routine maintenance, CHW invites the customers to submit the maintenance records to be reviewed in hopes of a more favorable claim outcomeWhen you spoke with the representative on 1/30/17, an attempt was made to provide this information, however, the representative was informed that you would be seeking counsel and the call disconnectedIt was afterwards that an email was sent to CHW requesting to have the account cancelledCHW handled the requestAs a goodwill gesture, CHW will offer to provide you with one month of free service, which will be credited back to you in the amount of $If you would like to have this amount returned, please call the CHW customer service team at ###-###-#### to receive the information needed Regards, CHW

Complaint: ***
I am rejecting this response because: This complaint will be removed upon receipt of the check that is LONG OVERDUE as Choice Home Warranty stated that the refund has processed and the check has been sent. This check has NOT been received as of this date July 25, 2016.
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 We do apologize that this has taken so long for your unit to be fixed, this is not the time that it would take for CHW to have a technician repair a unit for our customer. Upon review of your policy that started on 05/26/15, I do see that you have placed a claim for your Air Conditioning unit on the same day as your policy started 5/26/ Per our policy, we state that your unit must come into the policy in proper working order We do not cover any known or unknown pre-existing conditionsYou are given days to have every item in your home properly inspected and are supposed to have your unit maintained per the manufactures specifications Please see Section ACoverageAre 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 componentsThis contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,square feet, unless an alternative dwelling type (i.eabove 5,square feet or multi-unit home) is applied, and appropriate fee is paidCoverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homesThis contract describes the basic coverage and options availableCoverage is subject to limitations and conditions specified in this contractPlease read your contract carefullyNOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.FLIMITATIONS OF LIABILITYThe following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditionsWe 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 understand that this is frustrating and we are very sorry but being that you placed a claim the first day of the policy; even though you did have a policy with us and canceled it at a different time, this is not a covered claim You ended your other policy prematurely on 04/09/and then signed back up with us a month later Your policy is still new and all items would have to be in proper working order There would not be any possible way that the unit could have failed the same day that the policy started We do agree that you may not have known but again this is an exclusion to our policy being that it is an unknown failure that happened before the policy began.I do apologize and per your email, that I had received I did notify the VP of Operations about the employees that were rude to you CHW does not condone that behavior, they have been spoken to I personally have pulled the calls that you advised me about and went over them with the reps.We do appreciate your feedback as this does help us with our customer service and service providers.Best regards, Tracy M CHW Consumer Advocate

Dear *** ***We regret to hear your frustration, however, please understand that the failure on your unit was the compressor; had it been a covered claim, we would have only covered the compressor and the labor Please note that this was not a covered claim, however we strive to provide the best customer experience, therefore we offered you funds in the amount of $which is our cost of the compressor and labor, as a goodwill gesture Your check was mailed out May 23, Regards,CHW