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 *** A review of the claim shows that the claim was processed properlyYou have indicated that the issues with your unit are occurring as a result of work that was covered by CHW previouslyAs such, you will need to contact the technician that did the faulty workSection 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”Please reach out to that technician directlyPlease call the CHW customer service team directly if you have any questions 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:i specifically asked the salesman if we were at fault of the condition when we just bought the house months agoQuestion for you: how can we maintain a AC unit that we did not own months ago? Maybe you can train your sales man to not try to push the product so much by upselling and educate that you are not going to cover the systemFor the past months claims have come through from people I know that have been declinedI am almost sure that not one has been approvedMaybe make the small print not so small so you do not give people hope that they are coveredYou are supposed to give peace of mind instead you are effecting people financially
Regards,
*** ***

Dear *** ***Please note that there was no criminal act as we stated previously, CHW did not receive a letter from requesting cancellation nor did we receive a phone call from you requesting cancellation. You stated in your reply that you left CHW “months ago” however, you advised different Escalation Managers that you cancelled “months ago.” Although you are not entitled to a refund per our policy in Section Letter L, as a goodwill gesture we offered you a refund for months in the amount of $239.94, which will be our final offer. To accept this offer, please contact us directly at ###-###-#### Monday-Friday 9am to 6pm EST.Regards,CHW

The claim in August for the air conditioning was not for serviceThat was for a repair needed on the system as it wasn’t responding to the thermostatThe repair was completed CHW doesn’t offer routine maintenanceCHW offers the peace of mind by assisting with covered repairs when needed in accordance with the policyAs outlined in the policy section Letter F, Number 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 replacementAs a goodwill gesture, CHW can provide you with a free service call to prevent you from paying a service call fee for your next claimIf you would like to take advantage of this, please call 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 *** Upon review of your claim the repair of your refrigerator wouldn’t benefit you as it will cost more to repair than the unit is worthAs a result, in accordance with the policy, section Letter F, number 9, we offer equipment of similar features, capacity, and efficiencyAs a result we offered you a cap of the policy amount for $We would love an opportunity to assist you with thisPlease call our customer service team directly to obtain all of the information at 1-888-531- We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

*** ***,We do regret that you disagree with the policy along with the terms and conditions As a good faith effort to assist you CHW is willing to provide you with a full refund of the paid policy Kindly contact us and we will send you a release agreement which will allow us to provide you with the refundPlease contact us at ###-###-####.Thank you,Tracy

Dear Mr***After the response that we sent to you, more information was received and it does show that you had the coils changed without prior approval due to the fact that the wrong one's were placed onto the unit prior to you having the policy with CHWYou had a policy with a different company that used the same technician who did the work improperly. This would not change the outcome of the claim, per our policy Section F#states that CHW is not responsible for repairs that are related to an improper installation or repair.As we offered in the last response, CHW is willing to provide you with a goodwill gesture of $to assist with the claimIf you would like to accept this offer, please contact us and we will be happy to provide you with the check.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 *** Upon review of your claim it appears that your claim was processed in accordance with the terms of the policy section Letter D, Number in which CHW is not responsible for leak detection testWe have however granted your request to cancel your policy in accordance to section Letter L, Number in 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 We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

I am rejecting this response because: Choice Home Warranty presents itself as a WARRANTY company, yet when I filed a legitimate claim in accordance with the provisions of the policy I received from Choice Home Warranty they denied the claim and have now written the Revdex.com saying they are NOT A WARRANTY company! Talk about FRAUDHere's a textbook exampleNew Jersey ought not allow them to operate out of their State
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 for your air conditioning unit indicates that the diagnosis was provided to CHW, however, the claim wasn’t processedIt appears that the technician made you aware that the drain lines were clogged and informed you doesn’t provide coverage for clogged drain linesSection Letter D, Number of the policy indicates that drain line stoppages are not covered in accordance with the policy so if this was the diagnosis that was submitted, it would not have been covered We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

The response does not address how the conclusion of secondary damage was reached. While I appreciate the break down and their contention that they are paying more than they should through their GoodwillThe claim should never have been deniedI feel this was a repair that should have been covered in total from the startThe AC unit malfunctioned, there is no way to determine how it failed or what failed firstChoice Home Warranty cannot make a determination that the person inspecting the AC unit cannot makeI feel the claim was denied in Bad faith claiming secondary damage

Dear *** ***,We do apologize for the inconvenience this may have caused you We have contacted our IT department to remove your information from our do not call or email list Please allow one week your information to process. If you continue to receive solicitations, please
forward the email to us at [email protected], so we could revisit the issue. Regards,CHW

Dear *** ***Per our policy, Section ACoverage #states that all units must enter the policy in proper working order CHW does not cover any known or unknown pre-exiting conditionsYour unit could not have been in proper working order on 7/30/if you placed three claims for the unit on 8/3/ CHW has provided you with a goodwill gesture for a total of $for the claims If you would like to cancel the policy that you purchased, we would not be able to refund you the $that you spent on the policy however you will be receiving both checks.Thank you,CHW

Complaint: ***
I am rejecting this response because: There are so many appliance repairmen in this city There is no way they all would be busy at once I purchased this contract and spent good money on it because you don't always have the money when you need a repair So what do I do next? Hire an Attorney what? I have been without an oven for over weeks now The oven light has been stuck on and sparks Besides having my friends on *** share this story so people thinking of purchasing these services can get the story on them? Our contract is over in a couple months so they are trying to drag this out and say we don't have coverage But the Revdex.com knows when this claim was started We will NOT be extending any contract with Choice Home
Regards,
*** ***

Dear *** ***We regret to hear your frustration and your wishes to cancel your policy Please see our policy Section Letter L of Cancellations in regards to our refund 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 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.To cancel your policy, please contact our Customer Solutions Department directly at ###-###-#### Monday-Friday 9AM to 6PM to process your request.Regards, CHW

*** ***,We do apologize for your frustration however we cannot cover an item that is already covered by the manufacture as it is stated in our policy We understand that Trane is not willing to assist you with the unit since you did not transfer it into your own name however that does not change the fact that the unit is under manufactures warranty.As a good faith effort to assist you, we are willing to send you a check in the amount of $to assist with the labor that you would be charged for fixing the unit.If you would like to accept this offer, please contact our customer service department, we have documented your claim to reflect this offer.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 our web site at ***
Upon review of your claim that you
had placed for your Heating System, it was advised to us that the unit had
failed due to a lack of proper routine maintenance. Per our policy, Section FLimitations of
Liability #states that all units must be properly maintained per the
manufactures specificationsWe did receive the invoices that you had provided
to us and unfortunately they were not sufficient to show that there was
maintenance completedWe do regret the frustration that
you have had however CHW is in full compliance with our terms and conditions of
our policy.Best regards,CHW

*** ***,We do apologize that this part was taking a long time CHW is willing to offer you the amount that the part would have cost us which was $to go towards this claim.If you would like to accept this offer, please contact us as this offer will be notated in your claim.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 **st 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 plumbing system claim, we confirmed the diagnosis of rust and corrosion being the issue that the plumbing had that created the leak Per our policy, Section FLimitations of Liability #as well as #states that CHW does not cover failures that are caused by rust or corrosion Regardless if this rust or corrosion is of wear and tear, it is an exclusion of our policy. We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy. Regards,CHW

Dear Ms***,We were able to find the part for the unit and we are in the process of ordering it Once the part has come in, we will have the technician come to replace the TSTAT.Kindly contact Mesha as she has more details and the process, please contact her after 1pm.Thank you,CHW