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. 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

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. 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

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 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

*** ***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 *** ***,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

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: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 *** 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 *** ***In regards to your claim# ***; we regret to hear your frustration, however, based on the second opinion diagnosis that we received, it stated the failures that occurred were from a lack of proper routine maintenance In order to move forward and dispute this claim, you can submit your proof of routine maintenance records to [email protected] for review Our offer of $towards the repair + free service call fees is still available To accept this offer, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm EST 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 issues endured while attempting to locate a technician to perform the diagnosis and repair on the garage door openerThe issue was not with the claim being covered, but with the technician keeping the established appointment timeCHW has worked with the Vendor Relations to address this issueThis claim was covered The claim that was placed for the refrigerator on 7/25/was placed in accordance with the policyThe claim was partially covered as the ice maker is not covered as indicated in the policy section Letter D, Number The diagnosis that was received for the refrigerator was that the compressor fan motor was burned out and needed to be replacedHowever, in order to fix this, it would be more than the unit was worthAs a result, CHW paid for a replacementSection Letter F, Number of the policy 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”Section Letter F, Number of the policy states, “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”There are no additional funds due for this claim 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:My argument remains that the air/heating unit is ducted If it were not a covered unit, why then did Choice continue to send technicians out to service a "non-covered"appliance? Furthermore, the issue of canceling the policy with monies refunded was not addressedLastly, the condo which the coverage is for is all of sqftIf the main appliance in the condo is not covered there is no need to have a policy with Choice Home Warranty
Regards,
*** ***

Complaint: ***
I am rejecting this response because: According to ACOVERAGE: "During the coverage period, our sole responsibility will be to arrange for a qualified service contractor to REPAIR OR REPLACE, AT OUR EXPENSE." It is neither repaired or replaced.
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,
*** ***

Complaint: ***
I am rejecting this response because:I have tried to call this company Times, talked to reps twice and STILL HAVE NOT RECEIVED ANY FORM TO GET MY REFUNDThey are all talk and no actionIt would be easy for them to credit my account since they had no problem charging meThey are stalling and had NO intention of giving me my refund n
Regards,
** ***

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

Complaint: ***
I am rejecting this response because:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is not satisfactoryI requested a new contractor several times so policy was not followedIt will be satisfactory if their offer to waive service fee I am now being charged for the replacing the sheet rock scheduled on 7/30/Contractor just told me today 7/28/I am required another $fee even though it's on the same repair claim? If this fee is waived and I get in writing it is waived I will close out the Revdex.com claimI tried calling to discuss further and was hung up on again. Regards,
*** ***

Dear Mr*** ***,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 Heating System we do see that the claim was not covered due to a lack of proper routine maintenanceHowever, we do see that you were offered a goodwill gesture in the amount of $that you did not accept at first but did contact us back on 3/10/to accept Our customer service department advised you that once you provide the paid invoice to us, we will then provide the goodwill gesture to you.Please submit the invoice to [email protected] and we will provide the goodwill gesture to you.We do regret any frustration that you have endured and are happy to assist with the goodwill gesture.Thank you,CHW