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 our web site at ***Upon review of your washer claim, CHW doesn’t cover the part that had failed Your unit is a ** unit and it is only years of age As you stated, the warranty should not exclude parts if it is a manufacture defect Our company did not manufacture the unit, CHW does not cover manufactures defects and we do not cover the bearings We suggest that you contact ** to see if it is under your manufacture warranty.Since your policy has been cancelled with CHW, we are unable to assist you with this claim however if your unit is covered still under manufacturer’s warranty, they will be responsible for the parts to fix the unit or replace the entire unit This would not be something that CHW would do for a unit that is under their warranty.We do regret your frustration however CHW is in full compliance with the terms and conations of our policy. Thank you,CHW

Dear *** ***,Thank you for your response however we are not responsible for providing funds towards claims that are covered under manufacture warranty Also, per Section LCancellations we are not responsible for providing a full refund of the paid policy after days of purchase.We are able to provide you with a onetime free service call fee that we can add to your policy for the next claim that you may have.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policyIf you chose to cancel the policy, please contact us at ###-###-#### and speak with our cancellationsThey will explain Section Lcancellations to you.Choice Home Warranty

Per the agreement that we have, you agreed that you would accept a check for the amount of $ The agreement was sent back to me and authorized on 5/29/15, the process does as stated take busniess days, making the date for the check to leave our office July 10th This is a computer generated system and we are unable to put some before others, they are dispensed in the order that they are received.Thank you,Tracy

Dear *** ***As stated before, this is a non-covered claim therefore CHW will not be covering the repairs If you do not want to accept the goodwill funds of $and would like to further dispute this claim, you can get a second opinion at your own expense If you choose to get a second opinion please submit your diagnosis to [email protected] for review If the diagnosis is different we would adjust the outcome of the claim accordingly. Regards,CHW

Complaint: ***
I am rejecting this response because:I received no service from this company, so the company should receive no money from meThis company is a scam and it should be not allowed to steal money from consumers in the way that it was stolen from meI will continue to share my experience with friends, family, and on social media and I will encourage every person that I know to also share this experience with their friends, families, and on all social media outletsChoice Home Warranty is a scam
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
seriouslyChoice 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 ***
Upon review of your policy, we do see that the current policy is past due in the amount of $We also see that you placed a claim for your electrical system and it was diagnosed as the outlets had failed and you needed to have wire tracing donePer our policy, Section DCoverage # states that CHW does not cover wire tracing
We do see that our customer service department did offer you a goodwill gesture that you did accept in the amount of $175.00; however this check cannot leave the system until the policy is in good standing
Please pay the balance on your account for the policy to be in good standing
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy
Regards,
CHW

Complaint: ***
I am rejecting this response because: I have done NOTHING to cancel my policy but would be more than happy to - I want something in writing that no more payments will be taken out of my bank account and a refund for over payment to date - I HAVE called your company multiple times and been told a minute wait then when I get to someone transferred to another person with ANOTHER minute wait - I have emailed back when I received emails you were trying to get me request YOU CALL ME - but never happened - I suggest you hire more people to answer phones and be more honest for those who say they are in remote areas -
Regards,
*** ***

For security purposes, please contact CHW to receive this information.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 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 *** Upon review of your claim we do see that the oven claim has taken quite a long time for the technician to respond to fix the unit but we do see that you have spoken with our customer service department and we have provided you with the $that we were going to pay the technician for the part
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy
Regards,
CHW

I am rejecting this response because:I Prepaid $3,in for years of servicesIt has only been year and you are now refusing to fix our broken air conditioning unit which was originally coveredWe have emailed proof that the unit had maintenance done for it every year by a profession technicianSo there was clearly no lack of maintenance regarding the air conditioning unit. Since only year of your service has gone by we should be refunded for the other years that we paid for$3,for years comes out to $per yearWe should be refunded for years for a total of $3,

Hello, CHW did receive the documents that were sent in to review for the claimHowever, what was received was an invoice from that noted there was a need for the technician to pull and clean the coil and a quote attached, however there was no record this was completedThe documents received from 2011, and were also invoices that showed there was an Air Conditioner check as opposed to a routine maintenance document that would demonstrate and outline each item that was maintained as well as levels, etcas explained during the call on June 6thThe documents that were submitted were not documents that demonstrated routine maintenanceCHW doesn’t require maintenance records but invite all customers to send them in for the record when there is a need to review a claimIf you have other maintenance records that clearly demonstrate the routine maintenance that was performed, you may send themHowever, at this time, a review of the claim and the documents that were submitted indicate a lack of routine maintenance 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 processed in accordance to the policySection Letter D, Number of the policy states improper use of metering devices is not coveredRecords indicate that during the conversation with the representative you were informed that there was a restriction in the piston which is a metering device and it wasn’t coveredAt that time you informed CHW that your Compressor was not workingA call was placed to the technician to get further information on the failureThe technician apologized for the misdiagnosis and informed CHW that the issue was not with the metering device but with the Compressor indicating that there were internal failures with the valves and they were not pumpingThis would occur with a lack of maintenanceSection 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 replacementCHW doesn’t require that maintenance records are submitted, however you are invited to submit the records to indicate that you have had proper routine maintenance in order for your claim to be reviewed in hopes of a more favorable outcomeShould you choose to do this you may submit them to *** and indicate the claim numberIf you have any questions, please call the customer service team at *** 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 the steam radiators need to be replaced. Per our policy, Section Letter D, Number 5, “…Radiators…” are not covered. Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied We strive to provide the best customer experience, therefore as a goodwill gesture, we offered you $to assist You declined this offer Please be advised that the service call is to be paid on every claim (covered/not covered) per our policy Section Letter C, Number The service call fees are not paid to CHW as it is the diagnostic fee for the technician. As a goodwill gesture, we have applied a onetime free service call fee onto your policy This can be used on your next claim. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear C*** * ***, 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 was processed in accordance to the policyThe diagnosis that was received from the technician was that the pool motor seized up and was no longer working, along with the impeller and diffuserThe backwash valve was also brokenIt was determined that the failure on the equipment is not something that would have developed and occurred in such a short amount of time of the policyThe policy effective date was 8/5/and the claim was filed on 8/24/Section Letter F, Number of the policy states 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 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 policyThe diagnosis that was received stated that there were several leaks due to rust and corrosion in the evaporator coil and it needed to be replacedPer our policy, Section Letter F, Number 1&8, Choice Home Warranty does not cover failures “rust and or corrosion.” Our SrClaims Specialist advised you about the outcome of the claim and in response to your dissatisfaction, you were offered $goodwill funds to assist you on this non covered claim. You declined this offer and requested to cancel. You spoke with our Customer Solutions Department, who offered to assist by offering you to purchase a new coil at a discounted rate through Choice Home Warranty. You again declined, and requested to cancelPer your request, your policy has been cancelled. Please see Section L of Cancellations in our policy: 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 UsThis 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/useragreement. Upon review of your Microwave claim, we confirmed the diagnosis of a the unit not heating due to the migration and the touch pad was not working as wellWe were advised that the repair of the unit exceeded the amount of the actual unit, therefore we provided you with funds for the replacement of the unit The amount that we provided to you is based on national wholesale pricing Please refer to the policy Section F #that 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.”We process all checks through an automated system, which may take up to days to complete We do see that the amount of $had been sent to you and we do see that the extra check for $had been authorized on 3/27/16; therefore you would receive the check on or around 4/27/ We can see that the manager did request that our billing department to send your check faster than our day processing time We will do our best to have the check sent to you faster than our turnaround time.We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy. Regards,CHW

Dear Ashwin ***, 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 *** Your information has been sent to the cancellation department who will reach out to youCHW values all customers and would love an opportunity to demonstrate the outstanding customer service that is provided as well as the peace of mind that comes with the policy. Regards,CHW

It appears that you have reached a mutual agreement with CHW and they are awaiting the return of the document that was sent to you on Monday, July 25thIf you haven’t received the document, please reach out to the customer service team 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. A review of the claim shows that it was processed according to the policy Based on the diagnosis that we received, it stated that the compressor leads were laying on the copper pipe This improper contact caused the copper pipe to develop a hole and release all of the Freon If this unit had been properly and routinely maintained, this issue could’ve been addressed. 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...” Please note that the pictures that we received confirmed the lack of proper routine maintenance. Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel.Upon your request, your policy has been cancelled as of 9/7/and your prorated refund of $will be processed back onto your credit card. 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: while Choice Home Warranty may not be liable for the damage caused by *** *** * ***, they are responsible for the fact they sent an illegally operating company to repair our refrigeratorI work in the construction industryWe are responsible for what our subcontractors do while on our job siteIt is our responsibility to make sure that our subcontractors have insuranceIt is our responsibility to make sure our subcontractors are operating legally with both an MHIC license and a legally registered businessChoice Home Warranty failed to make sure they sent a legally operating business to my homeFor that, they are responsibleHad Choice Home Warranty taken one minute and gone to *** they would have seen that *** *** * *** was not operating legally in the State of MarylandIf Choice Home Warranty had done their due diligence and performed a one minute background check on their subcontractor, all of this could have been avoidedI hold Choice Home Warranty responsible for their negligence, their laziness, and their dismissal regarding their lack of action and irresponsibilityUltimately, since I was not given a choice of contractors, they are responsible for the choice they made to send *** *** * ***.
Regards,
*** ***