Bass Services, Inc.

Dear Mr*** ***,We do regret the frustration that you had with our company, we do see that you have received a full refund of the paid policy. This credit went back onto your account today. Please check with your banking center to see how long it will take for the credit to show in your account.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 the claim was processed in accordance to the policySection Letter F and Number indicates that CHW is not responsible for repairs related to lack of proper routine maintenanceThere was an internal issue with the compressor which was caused from excessive overheatingThis is something that could be avoided with proper routine maintenanceYou explained to the representative during the conversation that although the filters had been changed, the unit was not maintained by a certified professionalCHW doesn’t cover routine maintenanceCHW received several invoices which demonstrated previous repairs not 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 *** CHW has been diligently working on locating a technician to assist with the claim that has been placed for your refrigeratorCHW understands how important your appliances is and would like to assist with the processing of the claim as quickly as possibleAn attempt was made to explain the reimbursement process, however the call was disconnectedIf you would like to obtain more information on this process, please call the 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

Complaint: ***
I am rejecting this response because:THE COMPANY HOME CHOICE WARRANTY WAS NOT AGREED TO REPAIR MY ACI TOLD THEN THAT I WAS GOING TO PUT A COMPLAINT WITH THE Revdex.com AND THEY SENT ME AN AGREEMENT OF RELEASE OF RESPONSIBILITY WITH WHICH I WAS NOT AGREED, THE AGREEMENT SAID THAT IF I DID NOT MADE ANY COMPLAINT TO THE Revdex.com THEN THEY WOULD REPAIR MY AIR CONDITIONER
Regards,
*** *** ***

You have already cancelled your policy therefore there is no need for mediation, CHW is not able to cover a claim for a policy that is cancelled

Complaint:
I am rejecting this response because:
This is crazy, it is not about the wiringThe tech came and looked at the electrical part and he said it is not the wiring or the electrical outletThe stove is years old!!!! I went and brought a new stove, this is crazy How am I suppose to cook especially when its degrees and you cant get out of your houseThis has been going on since December 1.
Regards,
*** ***

Complaint: ***
I am rejecting this response because: 1) CHW is not accepting the recommendation from their technician2) CHW is asking me to pay $repeatedly for the same service 3) the second tech referred by CHW did not return my call / voice message4) CHW is ignoring my frequent request to solve my problems4) CHW is just trying to ignore me and my time
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 our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your
claim, I do see that it was for your water heater and that the main tank was
leakingPer our policy Section DCoverage #states in exclusions the tanks.We do see that you
have cancelled your policy with us and you did receive a refund however the refund
you had received was not correct according to your policy, we do apologize and
we will be refunding you an extra amount of $190.75. Per your policy, Section LCancellations the
state of Arizona should pay the administrative fee but not claims paid. This was a mistake and will be corrected We do apologize for any inconvenience that this has caused. Please check your credit card as you will see
the refund amount being placed back onto the credit card within a few daysWe 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 cancel for a full refund within this
time period. Per our policy Section A
Coverage #3, CHW does expect all units that come int the policy in proper working
order.Best regards,CHW

Complaint: ***
I am rejecting this response because:
This business proves to be more dishonest each dayThe claim for the garbage dissposal was under a another policy year that was paid in full for another houseFor no reason whatsoever should they even mention it let along take funds away!! the disregard of this company to send a tech to fix the problem cause my home more harm and they should be liable to pay for the extra damage they cause for all the time they took and never sent anybody, also they acted in the most dishonest way when I got a tech myself they would not speak to him to authorize the job and kept me on hold for THREE HOURS!!!
Regards,
*** *** ***

Dear P*** * ***, 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 claim shows that your claim was processed in accordance with the policyCHW advises in section C, “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”You mentioned that you did read the policy and determined that water heaters are coveredThey are covered except for the exclusions that are listedThe diagnosis from the technician was that your water heater was leaking from the bottom of the tankSection Letter D, Number lists the exclusion of the holding or storage tankYou are a valued customer of CHW and as a result, a goodwill gesture was paid to you to assist with the repair of the non-covered claimAdditionally, CHW doesn’t refund service call fees that are paid to the techniciansThis is for the visit by 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: The service provider was the person that did not have time for us He never returned phone calls, never made an attempt to contact us We expressed this to choice home warranty numerous timesThey had trouble contacting this service provider In no way did we cause the delay My wife does not work so someone can always be at the home for a service person There response is untrue
Regards,
*** ***

Dear *** * ***In a recent review of your policy, you requested to cancel your policy due to your dissatisfaction. As of 9/14/17, CHW has cancelled your policy and will process your pro-rated refunded in the amount of $252.68.If you have any further questions 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 *** Upon review of your claim it appears as if it was processed in accordance to the terms of the policySection Letter F, Number states, “We 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” Based on the diagnosis that was received the evaporator coil appeared to be new, however the issue wasn’t with the evaporator coilThe condenser coil was leaking, the system had severe rust and corrosion, debris was throughout and needed to be properly maintained to prevent failuresCHW doesn’t require customers to provide maintenance records, however, if you would like to, you are invited to send them to *** to have them reviewed in hopes of a more favorable claim outcomePlease include the claim number on the correspondence Please accept the apologies of CHW for not returning the call if you haven’t received a call as requested by the management teamA note has been sent to handle this request 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 ***Per our policy, Section FLimitation of Liability #states “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.” CHW has offered you $which you did accept on 1/27/and this is over the amount that we would have paid for the parts and labor This claim should have been paid $for the parts and labor but we did increase the offer.We do understand the frustration you have however, all of our customers are provided days prior to the start date of the policy to review the terms and conditions If you do not agree with the terms and conditions, you are able to cancel for a full refund Also, anyone can view our policy online without purchasing the policy. We do regret your frustration however; CHW is in full compliance of our terms and conditions of the policy.Regards,CHW

Records reflect that you are working with a manager at CHW and a second opinion will be obtained and he will follow up with youThere is nothing more that can be done until that occursPlease feel free to call the CHW customer service team directly at ###-###-#### with any questions. Regards,CHW

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 www.choicehomewarranty.com/useragreement. Upon review of our claim, I do see that the unit that your claim was not covered due to a lack of proper routine maintenance however we did offer to assist you with a goodwill gesture by providing you with the compressor through CHW and we explained what your other expenses would be This offer is a lower priced offer to assist with the cost for the unit however you chose to decline this offer.As our last chance of a goodwill gesture, CHW will offer to provide you with a full refund since you disagree with the terms and conditions of our policy.If you would like to accept this offer, please contact us at ###-###-#### and we will send a release agreement out to you as soon as possible.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy. Thank you,CHW

Dear A*** ***,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 policy that began on 1/1/16, you canceled the policy on 2/16/CHW provides a pro-rated refund per the terms and conditions of the policy This is stated in Section LCancellations 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 our records, you paid an administrative fee and you were pro-rated back the months that were not used.We do regret the frustration that you encountered with the claim however; CHW is in full compliance with the terms and conditions of our policy. Best regards,CHW

*** ***Thank you for your feedback, we do regret the frustration that you have endured We have documented all the comments and hope that your next claim will go betterAs a goodwill gesture, we have placed a onetime free service call fee onto your policy for the next claim that you place.As always, we urge all customers to review the policy and the terms of the agreement before placing a claim.Thank you,CHW

Dear *** *** We regret to hear your frustration. Please understand that based on the diagnosis that we received, the failure could not have occurred during the short lifespan of your policy, thus making the outcome pre-existing. Due to your dissatisfaction, if you choose to cancel your policy, CHW will honor your with a full refund. 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 regret any frustration with this claim, we were not informed of any other diagnosis as nothing was provided to us but the original diagnosis from CSS on Demand that we had sent out to your home However, CHW is willing to provide you with a goodwill gesture of a refund of the policy in the amount of $ We ask that you contact our company and we will email you a release agreement that we would request signed in order to bypass our Section LCancellations of our policyThe claim has been documented and once you do contact us we will send out the agreement.We do regret your frustration; and do look forward to a resolution.Regards,CHW