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 were not satisfied If you would like to further dispute this claim, you can submit your proper routine maintenance records to [email protected] for review If the records show that your Please note, if your technician has a discrepancy on the diagnosis, please have him contact us directly, therefore he can speak with our Authorization’s Department: ###-###-####, Option 5, and then Option 1.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 claims it appears that all of the submitted claims were processed in accordance to the policy section Letter A, Number in which this contract does not cover any known or unknown pre-existing conditions 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:
You have no way of determining the maintenance routine of my system without asking or reviewing my maintenance records so your claim denial has no meritI will pursue with legal action as it is time that someone brought your illegal business practices to lightYour A/C repair person told me that you would reject my claim as your company always does and thus they tried to give me an deal outside of your fake warranty so from my perspective you and the A/C repair company have come to an agreement thus the warranty service scam is unveiled.Companies like yours will be held to the standard that you advertise so I look forward to seeing you in court to discuss your illegal practices along with the A/C company that you have partnered with
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 shows that it was processed according to the policy Based on the diagnosis that we received, it stated that the compressor failed internally The condenser unit was full of dirt and debris This stifles airflow within the unit and causes the unit to overwork, overheat and then fail 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 were not satisfied If you would like to further dispute this claim, you can submit your proper routine maintenance records to [email protected] for review If the records prove that your unit was properly and routinely maintained, we would adjust the outcome of the claim accordingly. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Thank you for your response, I have documented your policy and advised the Manager in the correct department of your decision to downgrade. Please feel free to contact him during business hours Monday - Friday 9-and ask to speak with Aaron or please wait as I have requested him to contact you as well.Regards,

Complaint: ***
I am rejecting this response because:
You cannot just say "We are in compliance." That is not an objective statement, given the fact that I had already canceled this account. What is more likely, your representatives are training to not cancel the account when I call in. That would be much more profitable. And I'm loving the $fee for this all. That's ironic because I called and very patiently requested that they cancel my account months ago. They told me that it was canceled but it was notI also notice you are purposely circumventing payment holds against you buy using a randomly generated string of numbers at the end of your payment name when you process the payments, allowing you to keep your authorization alive even though I'm purposefully trying to prevent you from charging meYou are a bad faith corporation
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 *** Upon review of your claim for your pool, we do see that we did send a second technician out to your home without a service call fee to properly diagnose the system. The failure was an improper previous repairPer our policy, this is something that is not coveredWe do understand that you have not owned your home for a long amount of time which is why CHW provides our customers with days prior to the start date of the policy to ensure that all units are in proper working orderAlso, this timeframe is provided to ensure that the customer is in agreeance with the terms of the policy, and if not they are permitted to cancel for a full refundIn regards to the oven claim, CHW did provide you with a check in the amount of $Per our policy, Section F#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 do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policyRegards, CHW

June 23, 2015Dear *** ***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 policy that started on 5/14/15, your claim that was placed on 6/12/was a non-covered claim due to the fact that all units have to come into the policy in good working order CHW does not cover any known or unknown pre-existing conditions A compressor cannot go bad within a month of having a policy, this would be pre-existing to our policy Please see SectionACOVERAGEAre 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.We do apologize if you are upset or frustrated with this claim, CHW does follow everything within our policy and we urge our customers to read the policy CHW is in full compliance with its terms & conditions Respectfully,CHW

Dear George ***,Upon review of your claim, we do see that CHW offered you a total refund of your policy however you declined this amount due to the fact that you did not want to sign a release agreement with us stating that the matter had been resolved and you wished to complain onto the Revdex.com site.Since then, we have advised you our policy and explained that per our policy, the failures that you have had with this unit are not covered. We do expect all units to enter into the policy in proper working order, we also do not cover failures that are a cause of a pre-existing issue.CHW is willing to still provide you with a full refund of the paid policy back to you. We have already provided you with the refund per the terms of the policy in the amount of $and will be willing to provide the extra charges that we did charge per the policy; however in order for us to provide you with this amount, CHW would have to have a signed release agreement that does state that this is resolved.If you wish to accept our offer, please contact us and we will provide you with a new release agreement.Thank you,CHW

You are not eligible for a full refund as the days has passed for the policy Once you sign up with CHW you are able to cancel before the policy starts for a full refund As per Section LCancellations you would have a pro-rated refund that you did receive. Secondary damage is when something breaks and it causes other parts to break, for example with your claim, the initial failure was with the touchpad the component failed and send an errant signal back to the board, that caused the short.The secondary damage was to the main board. We do regret your frustration with this claim, we do show that the pro-rated refund was already placed onto your credit card on the 14th.Thank you,CHW

Dear Liza ***, We do apologize that you were not happy with the policy that you purchased with Choice Home Warranty. Please note that our policy is online for anyone to view, before the policy is purchased, and we also provide you with days after the purchase to cancel for a full refundOnce the starts if you chose to cancel, you are subject to Section Letter Lin the policyWe do see that you paid $for this policy and CHW has paid so far $for your claimsAs we explained to you for the claims that you placed and the process of the policy, CHW has done all that we can for all of the repairs that you have requestedWe do regret if there was anything that was stated upon purchase of our policy that was misunderstood however we do again provide you with days to review your policy and cancel within that amount of time, before claims are placed for a full refund at that timeAs of now, your policy with CHW doesn’t have a refund due to the claim amount that we have paidWe do appreciate you as a customer and have placed a onetime free service call fee under your policy for one future claim that you might haveLastly, please note that it does state in the policy that CHW is not an insurance company, please see Section Letter ACoverageThank 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 *** CHW has approved the claims and have been in contact with the technicianBased on your limited availability, the technician is still attempting to work with you to have this matter resolvedClaims for the washer and refrigerator have been authorizedIn the interest of customer service, we have provided you with a free service call that has been added to your account 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 *** There was a credit in the amount of $placed onto the card on file on 1/3/Please call the customer service team at CHW directly if you have any questions at ###-###-####. Regards,CHW

I am rejecting this response because:The technician never called because we were never asked to have them toThe twenty plus phone calls we have made to your company we have been told "It's not coveredSorry" You have however received e-mails from the technician stating that it is a short-to-ground caused by failure of the insulation of the winding of the compressor due to old age and wear and tear and NO other reasonHe also stated in said e-mails that the system is well maintained and very clean for its ageAs you stated in your response, you did have *** *** Air come out and diagnose that we had a bad compressorThey did not however diagnose the causeWe have had a second opinion and they have given you the information that you are now just asking for and that he has already providedHis business name, address and phone number were included in those e-mails and you did not attempt to contact himI have spoken with the technician and he will call you so he can give you his diagnosis over the phoneI will have to call you first or search for the number for the authorization department phone number since you left that out of your responseAny questions about the maintenance can be provided to you by the technician that inspected our systemAgain, I am rejecting this response because you have already been provided the information asked for by a licensed HVAC technician by e-mailAnd we were never asked to have him call. Regards,

*** ***,CHW did not request maintenance records and then deny the claim. We advised you that the claim was not covered due to a lack of proper routine maintenance. If you state that the unit was properly maintained, we are then permitted to request to see the maintenance that you state you hadThis is per the agreement with the State of NJ.The technician advised that the unit was in very poor condition and lacked proper routine maintenanceWe did also send you the email that states why the claim was not covered on 5/9/which is within the timeframe allowed by the State of NJ.The water heater claim that you placed, CHW provided you with a goodwill gesture of $since we do not cover the tanks, the unit was rusted and corroded and also leaking. Although rust may be part of the aging process, it is not covered per our policy and it can be avoided with proper routine maintenance.We do regret your frustration however, CHW is in full compliance with the terms and conditions of our policy. We do see that you chose to cancel the policy with us however we still ensured that we provided you with the goodwill gesturePlease feel free to contact us if you should have any questions or concerns regarding the policy.Thank you,CHW

Complaint: ***
I am rejecting this response because:I do not believe that you can tell that the compressor failed to to regular maintence or the lack their of I understand your policy but again, this is an electrical part I spoke to the technican you sent to my home the second time because the first person couldn't determine what was wrong with the unit The second company showed me the pictures and what they told you, none of which show why the part failed or that maintence was or wasn't done I would like to know exactly was not maintained that caused the part to fail What was dirty???We have been with your company for over two years, I think that warrants some kind of response as opposed to a total denial.
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I was informed by your salesman that my direct question that ,I have a geothermal water heating system was cover when the saleman pitch was addressed to me and your salesman confirm that you did cover this systemWhere the changed came in was when I had a problemI called to file a claim for service and informed theme at that time again , I need a geothermal technical servican, the assigned A&R heating and cooling system, he called said he could not come out same day and inform me to call back to see if I could have someone else to come outI call spoke with manager of claim and was informed by her I could seek someone else to come out, I found a tech that was in there network, and he came out diagnosed the problem as a cracked fan and that's when it was denied as a pre-existing problemSo I feel this is on behalf of the company
Regards,
*** ***

*** ***Please review section FLimitations of Liability #as well as # This section of the policy will explain that we do not cover failures that are caused by rust or corrosion. We do regret your frustration and as a goodwill gesture we have added a onetime free service call fee to your policy.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 *** A review of the claims shows it was processed according to the policyThe blower motor failed due to a weak capacitorThis will make the blower motor work harder and cause internal strain on the windingsBased on this diagnosis this is not covered per the policy section Letter F, Number in which secondary damages are not coveredCHW will accept a second opinion for review of this claimThe second opinion is at the expense of the customerPlease call CHW 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

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 dryer filters failed and needed to be replaced.Per our policy, Section Letter D, Letter 4, “…Filters…” are not covered.Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied Please be advised that you had a previous AC claim dated 7/8/17, in which you were not covered for the same reason We offered you $towards the repair in which you cashed the check on 8/16/2017. At this time, no further action will be taken as you were previously advised that this was your unit’s issue (which was not covered) and you were offered funds to assist you towards the unit. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW