Initial Business Response /* (1000, 5, 2015/06/26) */
We are certainly sorry to hear of this customers concernsOur records confirm that the homeowner called in their A/C claim on the afternoon of Thursday the 18thWe found a technician (Valley Air Systems) who could service this property on
Saturday and the claim was dispatchedThe technician visited on Saturday and found that they needed to replace the compressor and condenser fan motorOn Monday the 22nd we received the technician's full reportWe called the homeowners to discuss the findings as well as the non-covered charges
As the customer indicates; at this point there was a breakdown in communication and we sincerely apologize for thisWe didn't aggressively follenough on this regardless of when we left messages and the purchase of the new equipment was delayed daysWe understand that they new equipment has now been installed and we offered the homeowner's $to use for temporary cooling (Fans, window units, etc.) or they could use that towards the non-covered costs
We appreciate their patience and understanding and are glad that this should now be resolved
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers
Please refer to the Company’s letter dated July 31,
Should you have any
additional questions or concerns do not hesitate to contact us
The Company has investigated the information regarding your claim for your Air ConditioningReview of your claim information shows that the Company has authorized replacement to your Air Conditioning Condensing Unit and Evaporative Coil pursuant to the provisions of your home warranty contract Please accept my apologies for any inconveniences you have experienced during the course of repairs for your Air Conditioning We believe the above information completely responds to your requestShould you have any additional questions or concerns do not hesitate to contact us
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers
Please refer to the Company’s letters dated September 7,
Should you have any
additional questions or concerns do not hesitate to contact us
Initial Business Response /* (1000, 5, 2015/10/01) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for the inconvenience you had during this claim processFNHW operates with the best of intentions and deepest respect for all of our customersAll claims are
processed according to the terms and conditions of the ContractOur records show that FNHW made the decision to repair the refrigerator pursuant to the Contract's Limits of Liability #3; which states in relevant part, "FNHW *** determine whether a covered item *** be repaired or replaced." We understand that there was a delay in completing the claim for your refrigerator as the control board had to be rebuiltAlthough; the Contract clearly states under the Limits of Liability #that FNHW is not responsible for "...failure to provide timely service due to conditions beyond FNHW's control, including but not limited to delays in securing parts, equipment, and/or labor difficulties," our records show that FNHW reimbursed you for the rental of a refrigerator to assist during the time the part was being rebuilt
After review of the service, FNHW determined to process cash in lieu of replacement for the refrigerator in the full aggregate amount provided under the Kitchen Refrigerator Option section of your ContractThe check *** arrive under separate cover within 10-business daysFor future servicing of the refrigerator, you must submit a proof of replacement in the form of a paid invoice or receipt to our Authorization Department through: ***@fnf.com or fax to XXX-XXX-XXXX
We hope that the value of this home warranty coverage *** continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to youShould you have any additional questions or concerns do not hesitate to contact us
Thank you for your business, we look forward to a continued service relationship with you
Initial Consumer Rebuttal /* (2000, 7, 2015/10/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers
Please refer to the Company’s letters dated August 23,
Should you have any
additional questions or concerns do not hesitate to contact us
Initial Business Response /* (1000, 5, 2015/11/23) */
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers
We understand that you are seeking
reimbursement for the air conditioning claim service fee that was deducted from a reimbursement check issued to you back on October 26, As a gesture of customer service, we *** be processing a reimbursement check in the amount of $in reference to the service work order that was placed back on August
It is our hope that the value of this home warranty coverage *** continue to be beneficial as FNHW aims to provide the highest levels of service to youWe value your business and look forward to a continued service relationship with you
Initial Consumer Rebuttal /* (3000, 7, 2015/12/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On November 24, I received a voicemail message indicating a check for $reimbursement was being issuedI would be happy to accept this resolution; however, Fidelitys response was days ago and I haven't seen a reimbursement check yet
Final Business Response /* (4000, 9, 2015/12/17) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for your inconveniences associated with this claimOur records show FNHW processed a reimbursement check #XXXXXX in the amount of $on December 9, and *** arrive within 10-business days from the processed date
We value your business and look forward to a continued service relationship with youIf you have any additional questions or concerns, please do not hesitate to contact us
Initial Business Response /* (1000, 5, 2015/12/29) */
Your concerns are important to our Company; I appreciate the opportunity to respondThe Company has reviewed your claim of December 10, Our records show that your contract term began on December 4, 2015, and on December 10, you
placed a claim for service of your dishwasherThe Company was advised by the technician with Osborne Appliance Corpthe dishwasher pump motor was stuckBased on this information, it is the opinion of the Company the dishwasher could not have been in good, safe working order at the start of the contract termSubsequently, the claim was denied
Please be advised that as stated under the Terms of Coverage #section of the Contract; "Covered systems and/or appliances must be in good, safe working order at the start of contract coverageUnknown pre-existing conditions *** be covered if, at the time coverage began, the defect or malfunction would not have been known to the buyer, seller, agent, or home inspector by a visual inspection and/or by operating the system or applianceKnown defects of covered items found at the time of a home inspection report are excluded from coverage until proof of repair is received by FNHW."
Thank you for your business, we look forward to a continued service relationship with youShould you have any additional questions or concerns do not hesitate to contact us
Initial Consumer Rebuttal /* (3000, 7, 2016/01/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Buyer clearly stated didn't know dishwasher was not workingThis is exactly the what's in the contract being pasted by them above "Unknown pre-existing conditions *** be covered if, at the time coverage began, the defect or malfunction would not have been known to the buyer"
They never apologize for the extra long waiting time for initial service check, which is against their policyThey never apologize for the rude behavior that the repair department hanged up the phone on customer
Final Business Response /* (4000, 9, 2016/01/22) */
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers
Again, please refer to Terms of Coverage #contained in the Home Warranty, which states as follows:
"Covered systems and/or appliances must be in good, safe working order at the start of contract coverageUnknown pre-existing conditions *** be covered if, at the time coverage began, the defect or malfunction would not have been known to the buyer, seller, agent, or home inspector by a visual inspection and/or by operating the system or applianceKnown defects of covered items found at the time of a home inspection report are excluded from coverage until proof of repair is received by FNHW."
The failure of the dishwasher pump motor was readily apparent at the start of the contract coverage which began days prior to the initiation of your service requestFNHW considers this claim to be correctly processed under the terms and conditions of the Home Warranty ContractShould you have any additional questions or concerns do not hesitate to contact us
Final Consumer Response /* (4200, 11, 2016/01/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This complaint is about the Customer Service, as I stated very clear at the beginningThe apology (only made in 2nd reply) was not sincere at all, after I mentioned the terrible experience again and again
The business clearly still doesn't understand the particular case, and didn't even try to helpWhat they said in 2nd response "the contract coverage which began days *prior to* the initiation of your service request" has a mistypeThe fact is "the contract coverage which began days *after* the initiation of your service request"
Apparently, they never tried to help solve the particular case
Initial Business Response /* (1000, 8, 2015/08/17) */
Fidelity National Home Warranty (FNHW)operates with the best of intentions and deepest respect for all of our customersWhen you FNHW you have every reason to expect quality customer serviceClearly that did not happen from what you describe,
and I regret that you treated rudely by one of our service representativesI have forwarded you letter to the manager to address with the service representative directlyPlease accept my apologies on behalf of FNHW
Our records show that there was a water leak through the ceiling of your living roomFNHW dispatched a local plumber in your area who advised that he needed to access through the sheet rock in the ceilingThe records show that you were advised by our representative of the closing to a rough patch finish as per the Pluming System and Stoppages coverage description of your contract"Limits: The access, diagnosis and repair of concrete-encased or inaccessible plumbing lines is limited to $1,aggregate per contract termFNHW *** provide access through unobstructed walls, ceilings, floors, concrete slabs and the like, and *** return all openings made for access to a rough finish only, subject to the $1,limit indicatedFNHW is not responsible for trim, texture, paint, wallpaper, tile, carpet, or the like."
Our records confirm that the dispatched plumbing company does not do sheet rock repairs, and that there was no one available in your area to close the approximate one foot by one foot opening of the sheet rock in the ceiling through FNHW; therefore, FNHW provided $cash in lieu for closing the sheet rock to a rough patch pursuant to the contracts Limits of Liability #which states "FNHW has the right to offer cash in lieu of repair or replacement of a covered system and/or appliance in the amount of FNHW's actual cost to repair or replace such a system or applianceThe amount reimbursed or paid as cash in lieu may be less than the retail or actual costs incurred by the contract holder."
The records show the cash in lieu check was mailed on or about August 5, As a gesture of customer service FNHW is refunding the $service fee you paidThis check *** arrive under separate cover within 10-business days
We hope that the value of this home warranty coverage *** be beneficial and convenient to you as FNHW aims to provide the highest levels of serviceShould you have any additional questions or concerns do not hesitate to contact usWe value your business and look forward to a continued service relationship with you
Initial Business Response /* (1000, 5, 2015/10/08) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconvenience you had in regard to this claimFNHW operates with the best of intentions and deepest respect for all of our customers
FNHW did everything
within its control to expedite the service once we were made aware by you the afternoon of September 23, 2015, that the dispatched service provider was unavailable for timely serviceOur records show on September 23, 2015, FNHW approved the use of an independent service contractor, as indicated under the "Terms of Coverage" #section of your ContractAs we advised, you may submit your completed form and the copy of the paid invoice to our Authorization Department for reimbursement review
Please be advised per the Limits of Liability #section of your Contract, "This contract is non-cancelable, except for: (a) non-payment of contract fees; (b) fraud or misrepresentation of facts material to the issuance of this contract; or (c) when contract is for Seller's Coverage and close of escrow does not occurIf this contract is canceled, the provider of funds shall be entitled to a pro-rated refund of the paid contract fee for the unexpired term, less an administrative fee and less any service costs incurred by FNHWUpon renewal, this contract is non-cancelable except for non-payment of contract fee, fraud, or misrepresentation of facts."
We value your business and look forward to a continued service relationship with you
Initial Consumer Rebuttal /* (3000, 7, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The initial phone call was made to FNHW on September 21st, not the 23rdI had several plumbing issues that needed resolutionSince there is a co-pay involved, my hope was to accomplish all the repairs in one call
The contract clearly says that you *** receive a call within hoursSince I did not receive a response, I initiated another call on the 23rd
After arguing with them for some time, they finally agreed to allow me to source my own plumber with the caveat that I get prior approval once the plumber was on site
When my plumber arrived on Saturday (five days without water), I called FNHW to get approvalThe plumber waited fifteen minutes while I was on holdI hung up and called the general number and was told to call the preauthorization and hold which I did for an hourThe plumber was long gone by the time that I got someone on hold so preauthorization was not possible
As the warranty company you are beholden to them for remedyIf they cannot find someone to offer service you are out of luck
What am I paying for? To source my own people and then be denied repayment because I do not follow the instructionsThis is a catch and highly unethical
I really want my money back
Final Business Response /* (4000, 9, 2015/10/27) */
In good faith, FNHW has offered to review the invoice you paid to have the plumbing leak repaired for possible reimbursement under the terms and conditions of the Home WarrantyPlease submit this to our authorizations department at XXX-XXX-XXXX via fax or email to ***@fnf.com
We think the information you provided us in your complaint is important as it allows us to consider our process and work toward a better customer experienceFNHW appreciates the time and effort you have taken to bring this matter to our attention
The Company has investigated the information regarding your claim for your Garage Door OpenerReview of your claim information shows that the Company has authorized repairs to your Garage Door Opener pursuant to the provisions of your home warranty contract
Please accept my apologies for
any inconveniences you have experienced during the course of repairs for your Garage Door Opener
We believe the above information completely responds to your requestShould you have any additional questions or concerns do not hesitate to contact us
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customersPlease be advised that as a gesture of good faith the Company has waived the service fees associated with
your heating and water heater service work ordersA refund of the service fee payment for the heating service work order will be issuedRegarding your water heater service work order, the records show that as of March 21, 2016, the Company was able to locate a vendor from another service area who advised they could service your homeThe Company sincerely regrets the inconvenience to you and your family during our efforts to locate service.We hope that the true value of this home warranty coverage will continue to be beneficial to youShould you have any additional questions or concerns do not hesitate to contact usThank you for your business, we look forward to a continued service relationship with you
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers
Please refer to the Company’s letter dated July 10,
Should you have any additional questions or
concerns do not hesitate to contact us
The Company has investigated the information regarding your claim for your Air ConditioningReview of your claim information shows that the Company has authorized repairs to your Air Conditioning pursuant to the provisions of your home warranty contract
Please accept my apologies for any inconveniences you have experienced during the course of repairs for your Air Conditioning
We believe the above information completely responds to your requestShould you have any additional questions or concerns do not hesitate to contact us
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers
Please refer to the Company’s letter dated July 12,
Should you have any additional questions or
concerns do not hesitate to contact us
Initial Business Response /* (1000, 5, 2015/12/16) */
Your concerns are important to our Company; I appreciate the opportunity to respondWe understand that you dispute the coverage regarding the claim of July 11, for your furnace servicesEach claim is processed under the terms and
conditions of the warranty contract and accepted or denied on that basisOur records show that on July 17, 2015; the Company was advised by the technician from Pro Air City Wide Heating & Air Incthat the furnace had been red-tagged by the local gas company, the unit had a cracked heat exchanger, and components of the combustion assembly had rusted outBased on the technician's professional opinion it was the determination of the Company that the unit could not have been in good, safe working order at the start of the contract termSubsequently, the claim was denied according to the Terms of Coverage #section of the Contract which states; "Covered systems and/or appliances must be in good, safe working order at the start of contract coverageUnknown pre-existing conditions *** be covered if, at the time coverage began, the defect or malfunction would not have been known to the buyer, seller, agent, or home inspector by a visual inspection and/or by operating the system or applianceKnown defects of covered items found at the time of a home inspection report are excluded from coverage until proof of repair is received by FNHW."
On July and July 20, 2015, messages were left at the only telephone number we have on file for you to contact the Company to discuss the claim statusOur records then show you spoke to a representative of the Authorization Department on November 2, in regard to the claim status at which time you indicated to the representative that you were aware the furnace had not worked prior to you taking ownership of the property
In addition, on November 9, 2015, the Company received a copy of your home inspection report which clearly stated on pages and the furnace was not functional and the gas company red tags were present at the time of the inspection on April 11, This inspection was done prior to the start of the contract term which came in to effect on May 13, Upon further review of your claim information and supporting documentation, the Company maintains its position on the matter and considers this claim to be correctly processed under the terms and conditions of the Contract
Additionally, in regard to your statements regarding the $service fee please refer to the Contract's Terms and Conditions #which states; "Service Trade Call Fee (fee): A $fee is due for each service trade request and is paid to the contractor upon arrival at the homeFor example, if a contract holder needs both a plumber and an appliance technician, each *** require a separate service trade call feeThe fee is due once we initiate the service request on your behalf and is still due when: the diagnosis results in a complete or partial exclusion of coverage; the contractor is in route to the home and you cancel the appointment; you fail to provide the necessary access to perform the service request, including not being home at the time of the pre-arranged appointmentFailure to pay a fee *** result in suspension of coverage until such time as the proper fee is paidUpon receipt of that payment, coverage *** be reinstated for the remainder of the contract term."
Should you have any additional questions or concerns do not hesitate to contact us at X-XXX-XXX-XXXX, option 2."
The Company understands the first technician who serviced your home on or about March 13, 2016, cleared the kitchen sink branch drain line which did not require the use of a main line cleanoutThe Company was not made aware at the time that your home lacked a main line cleanoutThis service request was completed in accordance with the provisions of the Home Warranty Contract and the Company maintains that the service fee for this service work order is justified pursuant to Home Warranty Contract ***As you are aware, the Company agreed to waive the service fee associated with the second service work order as an accommodation and maintains its original position regarding the matter.Thank you for your business, we look forward to a continued service relationship with you
Initial Business Response /* (1000, 5, 2015/09/04) */
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers
Each claim is processed under the terms and
conditions of the warranty contract and accepted or denied on that basis
Our records show on or about the date of August 4, 2015, the technician from Compliance Alliance Retrofitting, Increported two shower valves, a gate valve, and the water heater were rusted and leakingFNHW determined these failures could not have occurred within the coverage period, therefore; are not coveredAs stated in "Terms of Coverage" #of the Contract; Covered systems and/or appliances must be in good, safe working order at the start of contract coverage." Unknown pre-existing conditions *** be covered if, at the time coverage began, the defect or malfunction would not have been known to the homeowner, tenant, buyer, seller, agent, or home inspector by a visual inspection and/or by operating the system or applianceKnown defects of covered items found at the time of a home inspection report are excluded from coverage until proof of repair is received by FNHW."
The corrosion and rusted condition is visibleThese items could not have been in in good, safe working and failed to this degree due to rust and corrosion, from when the contract began approximately three weeks prior to the claim being submitted
As a gesture of *** the service fee for this claim has been waived
FNHW was pleased to assist with cash in lieu of the replacement of the microwave hood, and the repairs to the dishwasherIt is our hope that the true value of this home warranty coverage *** be beneficial and convenient as FNHW aims to provide the highest levels of service to you
If you believe all or part of the claim has been wrongfully denied or rejected, you may have the matter reviewed by the California Department of Insurance, South Spring St., Los Angeles, CA (phone XXX-XXX-XXXX)
Initial Consumer Rebuttal /* (3000, 7, 2015/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The water heater was not the only repairs neededThere are shower valves and main water shut off valve (possible regulatorNot sure of what it is called)They are only naming the water heaterI was asked to fax a copy of our inspection report to prove it was not spotted at time of inspection and therefore not known by seller, buyer or their agents, which I did, but they would not except it because it was not submitted on letterhead
I was told that is the reason the claim was deniedI have spoken to the inspection company and they offered to give me a copy of the report on their letterheadOriginally it was not needed on letterhead at time of escrowI *** fax the letterhead report as requested by Fidelity if they are willing to honor their contract and do the repairsI am even willing to for go the water heater repair if they pay for the repairs to the shower valves and water regulator valve
Final Business Response /* (4000, 9, 2015/09/17) */
FNHW has reviewed its analyst of the claim and its position remains the sameIt is the professional opinion of our independent licensed service provider and our authorization team that these plumbing failures are due to rust and corrosionThe claim denial is supported by the fact that the rust and corrosion was visible, on the water heater, the shower valves, and the rusted out one inch gate valveThe poor condition of these plumbing items could not have occurred within the days of the contract order date July 2, 2015, (which is also the date the property closed escrow) and when you placed the claim on July 24,
As stated in "Terms of Coverage" #of the Contract; Covered systems and/or appliances must be in good, safe working order at the start of contract coverage." Unknown pre-existing conditions *** be covered if, at the time coverage began, the defect or malfunction would not have been known to the homeowner, tenant, buyer, seller, agent, or home inspector by a visual inspection and/or by operating the system or applianceKnown defects of covered items found at the time of a home inspection report are excluded from coverage until proof of repair is received by FNHW."
Final Consumer Response /* (4200, 11, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I was speaking to Fidelity customer service, I was told that if I supplied our home inspection report they would consider fixing the repairsOnce they received the report I was told that they would not accept it because it was not on proper business letterhead, not because the pipes were old as they are saying nowAs line #states in the terms of coverage, "Unknown preexisting conditions *** be covered if, at the time coverage began, the defective or malfunction would not have been known to the homeowner, tenant, buyer, seller, agent or home inspector by a visual inspection and or by operating the system or appliance." The inspection report did not state the problem, so how were we expected to know there was a problem? If they listen to the recorded conversation, they *** know that the CSR only requested the inspection report and then the request was denied because the report was not on "professional letterhead"This is the problem that needs to be addressed
Initial Business Response /* (1000, 5, 2015/06/26) */
We are certainly sorry to hear of this customers concernsOur records confirm that the homeowner called in their A/C claim on the afternoon of Thursday the 18thWe found a technician (Valley Air Systems) who could service this property on
Saturday and the claim was dispatchedThe technician visited on Saturday and found that they needed to replace the compressor and condenser fan motorOn Monday the 22nd we received the technician's full reportWe called the homeowners to discuss the findings as well as the non-covered charges
As the customer indicates; at this point there was a breakdown in communication and we sincerely apologize for thisWe didn't aggressively follenough on this regardless of when we left messages and the purchase of the new equipment was delayed daysWe understand that they new equipment has now been installed and we offered the homeowner's $to use for temporary cooling (Fans, window units, etc.) or they could use that towards the non-covered costs
We appreciate their patience and understanding and are glad that this should now be resolved
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers
Please refer to the Company’s letter dated July 31,
Should you have any
additional questions or concerns do not hesitate to contact us
The Company has investigated the information regarding your claim for your Air ConditioningReview of your claim information shows that the Company has authorized replacement to your Air Conditioning Condensing Unit and Evaporative Coil pursuant to the provisions of your home warranty contract Please accept my apologies for any inconveniences you have experienced during the course of repairs for your Air Conditioning We believe the above information completely responds to your requestShould you have any additional questions or concerns do not hesitate to contact us
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers
Please refer to the Company’s letters dated September 7,
Should you have any
additional questions or concerns do not hesitate to contact us
Initial Business Response /* (1000, 5, 2015/10/01) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for the inconvenience you had during this claim processFNHW operates with the best of intentions and deepest respect for all of our customersAll claims are
processed according to the terms and conditions of the ContractOur records show that FNHW made the decision to repair the refrigerator pursuant to the Contract's Limits of Liability #3; which states in relevant part, "FNHW *** determine whether a covered item *** be repaired or replaced." We understand that there was a delay in completing the claim for your refrigerator as the control board had to be rebuiltAlthough; the Contract clearly states under the Limits of Liability #that FNHW is not responsible for "...failure to provide timely service due to conditions beyond FNHW's control, including but not limited to delays in securing parts, equipment, and/or labor difficulties," our records show that FNHW reimbursed you for the rental of a refrigerator to assist during the time the part was being rebuilt
After review of the service, FNHW determined to process cash in lieu of replacement for the refrigerator in the full aggregate amount provided under the Kitchen Refrigerator Option section of your ContractThe check *** arrive under separate cover within 10-business daysFor future servicing of the refrigerator, you must submit a proof of replacement in the form of a paid invoice or receipt to our Authorization Department through: ***@fnf.com or fax to XXX-XXX-XXXX
We hope that the value of this home warranty coverage *** continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to youShould you have any additional questions or concerns do not hesitate to contact us
Thank you for your business, we look forward to a continued service relationship with you
Initial Consumer Rebuttal /* (2000, 7, 2015/10/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers
Please refer to the Company’s letters dated August 23,
Should you have any
additional questions or concerns do not hesitate to contact us
Complaint: *** I am rejecting this response because:I have not received the letter noted, dated July 07, 2017.Sincerely,*** ***
Initial Business Response /* (1000, 5, 2015/11/23) */
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers
We understand that you are seeking
reimbursement for the air conditioning claim service fee that was deducted from a reimbursement check issued to you back on October 26, As a gesture of customer service, we *** be processing a reimbursement check in the amount of $in reference to the service work order that was placed back on August
It is our hope that the value of this home warranty coverage *** continue to be beneficial as FNHW aims to provide the highest levels of service to youWe value your business and look forward to a continued service relationship with you
Initial Consumer Rebuttal /* (3000, 7, 2015/12/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On November 24, I received a voicemail message indicating a check for $reimbursement was being issuedI would be happy to accept this resolution; however, Fidelitys response was days ago and I haven't seen a reimbursement check yet
Final Business Response /* (4000, 9, 2015/12/17) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for your inconveniences associated with this claimOur records show FNHW processed a reimbursement check #XXXXXX in the amount of $on December 9, and *** arrive within 10-business days from the processed date
We value your business and look forward to a continued service relationship with youIf you have any additional questions or concerns, please do not hesitate to contact us
Initial Business Response /* (1000, 5, 2015/12/29) */
Your concerns are important to our Company; I appreciate the opportunity to respondThe Company has reviewed your claim of December 10, Our records show that your contract term began on December 4, 2015, and on December 10, you
placed a claim for service of your dishwasherThe Company was advised by the technician with Osborne Appliance Corpthe dishwasher pump motor was stuckBased on this information, it is the opinion of the Company the dishwasher could not have been in good, safe working order at the start of the contract termSubsequently, the claim was denied
Please be advised that as stated under the Terms of Coverage #section of the Contract; "Covered systems and/or appliances must be in good, safe working order at the start of contract coverageUnknown pre-existing conditions *** be covered if, at the time coverage began, the defect or malfunction would not have been known to the buyer, seller, agent, or home inspector by a visual inspection and/or by operating the system or applianceKnown defects of covered items found at the time of a home inspection report are excluded from coverage until proof of repair is received by FNHW."
Thank you for your business, we look forward to a continued service relationship with youShould you have any additional questions or concerns do not hesitate to contact us
Initial Consumer Rebuttal /* (3000, 7, 2016/01/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Buyer clearly stated didn't know dishwasher was not workingThis is exactly the what's in the contract being pasted by them above "Unknown pre-existing conditions *** be covered if, at the time coverage began, the defect or malfunction would not have been known to the buyer"
They never apologize for the extra long waiting time for initial service check, which is against their policyThey never apologize for the rude behavior that the repair department hanged up the phone on customer
Final Business Response /* (4000, 9, 2016/01/22) */
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers
Again, please refer to Terms of Coverage #contained in the Home Warranty, which states as follows:
"Covered systems and/or appliances must be in good, safe working order at the start of contract coverageUnknown pre-existing conditions *** be covered if, at the time coverage began, the defect or malfunction would not have been known to the buyer, seller, agent, or home inspector by a visual inspection and/or by operating the system or applianceKnown defects of covered items found at the time of a home inspection report are excluded from coverage until proof of repair is received by FNHW."
The failure of the dishwasher pump motor was readily apparent at the start of the contract coverage which began days prior to the initiation of your service requestFNHW considers this claim to be correctly processed under the terms and conditions of the Home Warranty ContractShould you have any additional questions or concerns do not hesitate to contact us
Final Consumer Response /* (4200, 11, 2016/01/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This complaint is about the Customer Service, as I stated very clear at the beginningThe apology (only made in 2nd reply) was not sincere at all, after I mentioned the terrible experience again and again
The business clearly still doesn't understand the particular case, and didn't even try to helpWhat they said in 2nd response "the contract coverage which began days *prior to* the initiation of your service request" has a mistypeThe fact is "the contract coverage which began days *after* the initiation of your service request"
Apparently, they never tried to help solve the particular case
Initial Business Response /* (1000, 8, 2015/08/17) */
Fidelity National Home Warranty (FNHW)operates with the best of intentions and deepest respect for all of our customersWhen you FNHW you have every reason to expect quality customer serviceClearly that did not happen from what you describe,
and I regret that you treated rudely by one of our service representativesI have forwarded you letter to the manager to address with the service representative directlyPlease accept my apologies on behalf of FNHW
Our records show that there was a water leak through the ceiling of your living roomFNHW dispatched a local plumber in your area who advised that he needed to access through the sheet rock in the ceilingThe records show that you were advised by our representative of the closing to a rough patch finish as per the Pluming System and Stoppages coverage description of your contract"Limits: The access, diagnosis and repair of concrete-encased or inaccessible plumbing lines is limited to $1,aggregate per contract termFNHW *** provide access through unobstructed walls, ceilings, floors, concrete slabs and the like, and *** return all openings made for access to a rough finish only, subject to the $1,limit indicatedFNHW is not responsible for trim, texture, paint, wallpaper, tile, carpet, or the like."
Our records confirm that the dispatched plumbing company does not do sheet rock repairs, and that there was no one available in your area to close the approximate one foot by one foot opening of the sheet rock in the ceiling through FNHW; therefore, FNHW provided $cash in lieu for closing the sheet rock to a rough patch pursuant to the contracts Limits of Liability #which states "FNHW has the right to offer cash in lieu of repair or replacement of a covered system and/or appliance in the amount of FNHW's actual cost to repair or replace such a system or applianceThe amount reimbursed or paid as cash in lieu may be less than the retail or actual costs incurred by the contract holder."
The records show the cash in lieu check was mailed on or about August 5, As a gesture of customer service FNHW is refunding the $service fee you paidThis check *** arrive under separate cover within 10-business days
We hope that the value of this home warranty coverage *** be beneficial and convenient to you as FNHW aims to provide the highest levels of serviceShould you have any additional questions or concerns do not hesitate to contact usWe value your business and look forward to a continued service relationship with you
Initial Business Response /* (1000, 5, 2015/10/08) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconvenience you had in regard to this claimFNHW operates with the best of intentions and deepest respect for all of our customers
FNHW did everything
within its control to expedite the service once we were made aware by you the afternoon of September 23, 2015, that the dispatched service provider was unavailable for timely serviceOur records show on September 23, 2015, FNHW approved the use of an independent service contractor, as indicated under the "Terms of Coverage" #section of your ContractAs we advised, you may submit your completed form and the copy of the paid invoice to our Authorization Department for reimbursement review
Please be advised per the Limits of Liability #section of your Contract, "This contract is non-cancelable, except for: (a) non-payment of contract fees; (b) fraud or misrepresentation of facts material to the issuance of this contract; or (c) when contract is for Seller's Coverage and close of escrow does not occurIf this contract is canceled, the provider of funds shall be entitled to a pro-rated refund of the paid contract fee for the unexpired term, less an administrative fee and less any service costs incurred by FNHWUpon renewal, this contract is non-cancelable except for non-payment of contract fee, fraud, or misrepresentation of facts."
We value your business and look forward to a continued service relationship with you
Initial Consumer Rebuttal /* (3000, 7, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The initial phone call was made to FNHW on September 21st, not the 23rdI had several plumbing issues that needed resolutionSince there is a co-pay involved, my hope was to accomplish all the repairs in one call
The contract clearly says that you *** receive a call within hoursSince I did not receive a response, I initiated another call on the 23rd
After arguing with them for some time, they finally agreed to allow me to source my own plumber with the caveat that I get prior approval once the plumber was on site
When my plumber arrived on Saturday (five days without water), I called FNHW to get approvalThe plumber waited fifteen minutes while I was on holdI hung up and called the general number and was told to call the preauthorization and hold which I did for an hourThe plumber was long gone by the time that I got someone on hold so preauthorization was not possible
As the warranty company you are beholden to them for remedyIf they cannot find someone to offer service you are out of luck
What am I paying for? To source my own people and then be denied repayment because I do not follow the instructionsThis is a catch and highly unethical
I really want my money back
Final Business Response /* (4000, 9, 2015/10/27) */
In good faith, FNHW has offered to review the invoice you paid to have the plumbing leak repaired for possible reimbursement under the terms and conditions of the Home WarrantyPlease submit this to our authorizations department at XXX-XXX-XXXX via fax or email to ***@fnf.com
We think the information you provided us in your complaint is important as it allows us to consider our process and work toward a better customer experienceFNHW appreciates the time and effort you have taken to bring this matter to our attention
Complaint: ***
I am rejecting this response because:I have not receive a letter from the business nor any refund.
Sincerely,
*** ***
The Company has investigated the information regarding your claim for your Garage Door OpenerReview of your claim information shows that the Company has authorized repairs to your Garage Door Opener pursuant to the provisions of your home warranty contract
Please accept my apologies for
any inconveniences you have experienced during the course of repairs for your Garage Door Opener
We believe the above information completely responds to your requestShould you have any additional questions or concerns do not hesitate to contact us
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customersPlease be advised that as a gesture of good faith the Company has waived the service fees associated with
your heating and water heater service work ordersA refund of the service fee payment for the heating service work order will be issuedRegarding your water heater service work order, the records show that as of March 21, 2016, the Company was able to locate a vendor from another service area who advised they could service your homeThe Company sincerely regrets the inconvenience to you and your family during our efforts to locate service.We hope that the true value of this home warranty coverage will continue to be beneficial to youShould you have any additional questions or concerns do not hesitate to contact usThank you for your business, we look forward to a continued service relationship with you
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers
Please refer to the Company’s letter dated July 10,
Should you have any additional questions or
concerns do not hesitate to contact us
The Company has investigated the information regarding your claim for your Air ConditioningReview of your claim information shows that the Company has authorized repairs to your Air Conditioning pursuant to the provisions of your home warranty contract
Please accept my apologies for any inconveniences you have experienced during the course of repairs for your Air Conditioning
We believe the above information completely responds to your requestShould you have any additional questions or concerns do not hesitate to contact us
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers
Please refer to the Company’s letter dated July 12,
Should you have any additional questions or
concerns do not hesitate to contact us
Initial Business Response /* (1000, 5, 2015/12/16) */
Your concerns are important to our Company; I appreciate the opportunity to respondWe understand that you dispute the coverage regarding the claim of July 11, for your furnace servicesEach claim is processed under the terms and
conditions of the warranty contract and accepted or denied on that basisOur records show that on July 17, 2015; the Company was advised by the technician from Pro Air City Wide Heating & Air Incthat the furnace had been red-tagged by the local gas company, the unit had a cracked heat exchanger, and components of the combustion assembly had rusted outBased on the technician's professional opinion it was the determination of the Company that the unit could not have been in good, safe working order at the start of the contract termSubsequently, the claim was denied according to the Terms of Coverage #section of the Contract which states; "Covered systems and/or appliances must be in good, safe working order at the start of contract coverageUnknown pre-existing conditions *** be covered if, at the time coverage began, the defect or malfunction would not have been known to the buyer, seller, agent, or home inspector by a visual inspection and/or by operating the system or applianceKnown defects of covered items found at the time of a home inspection report are excluded from coverage until proof of repair is received by FNHW."
On July and July 20, 2015, messages were left at the only telephone number we have on file for you to contact the Company to discuss the claim statusOur records then show you spoke to a representative of the Authorization Department on November 2, in regard to the claim status at which time you indicated to the representative that you were aware the furnace had not worked prior to you taking ownership of the property
In addition, on November 9, 2015, the Company received a copy of your home inspection report which clearly stated on pages and the furnace was not functional and the gas company red tags were present at the time of the inspection on April 11, This inspection was done prior to the start of the contract term which came in to effect on May 13, Upon further review of your claim information and supporting documentation, the Company maintains its position on the matter and considers this claim to be correctly processed under the terms and conditions of the Contract
Additionally, in regard to your statements regarding the $service fee please refer to the Contract's Terms and Conditions #which states; "Service Trade Call Fee (fee): A $fee is due for each service trade request and is paid to the contractor upon arrival at the homeFor example, if a contract holder needs both a plumber and an appliance technician, each *** require a separate service trade call feeThe fee is due once we initiate the service request on your behalf and is still due when: the diagnosis results in a complete or partial exclusion of coverage; the contractor is in route to the home and you cancel the appointment; you fail to provide the necessary access to perform the service request, including not being home at the time of the pre-arranged appointmentFailure to pay a fee *** result in suspension of coverage until such time as the proper fee is paidUpon receipt of that payment, coverage *** be reinstated for the remainder of the contract term."
Should you have any additional questions or concerns do not hesitate to contact us at X-XXX-XXX-XXXX, option 2."
The Company understands the first technician who serviced your home on or about March 13, 2016, cleared the kitchen sink branch drain line which did not require the use of a main line cleanoutThe Company was not made aware at the time that your home lacked a main line cleanoutThis service request was completed in accordance with the provisions of the Home Warranty Contract and the Company maintains that the service fee for this service work order is justified pursuant to Home Warranty Contract ***As you are aware, the Company agreed to waive the service fee associated with the second service work order as an accommodation and maintains its original position regarding the matter.Thank you for your business, we look forward to a continued service relationship with you
Initial Business Response /* (1000, 5, 2015/09/04) */
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers
Each claim is processed under the terms and
conditions of the warranty contract and accepted or denied on that basis
Our records show on or about the date of August 4, 2015, the technician from Compliance Alliance Retrofitting, Increported two shower valves, a gate valve, and the water heater were rusted and leakingFNHW determined these failures could not have occurred within the coverage period, therefore; are not coveredAs stated in "Terms of Coverage" #of the Contract; Covered systems and/or appliances must be in good, safe working order at the start of contract coverage." Unknown pre-existing conditions *** be covered if, at the time coverage began, the defect or malfunction would not have been known to the homeowner, tenant, buyer, seller, agent, or home inspector by a visual inspection and/or by operating the system or applianceKnown defects of covered items found at the time of a home inspection report are excluded from coverage until proof of repair is received by FNHW."
The corrosion and rusted condition is visibleThese items could not have been in in good, safe working and failed to this degree due to rust and corrosion, from when the contract began approximately three weeks prior to the claim being submitted
As a gesture of *** the service fee for this claim has been waived
FNHW was pleased to assist with cash in lieu of the replacement of the microwave hood, and the repairs to the dishwasherIt is our hope that the true value of this home warranty coverage *** be beneficial and convenient as FNHW aims to provide the highest levels of service to you
If you believe all or part of the claim has been wrongfully denied or rejected, you may have the matter reviewed by the California Department of Insurance, South Spring St., Los Angeles, CA (phone XXX-XXX-XXXX)
Initial Consumer Rebuttal /* (3000, 7, 2015/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The water heater was not the only repairs neededThere are shower valves and main water shut off valve (possible regulatorNot sure of what it is called)They are only naming the water heaterI was asked to fax a copy of our inspection report to prove it was not spotted at time of inspection and therefore not known by seller, buyer or their agents, which I did, but they would not except it because it was not submitted on letterhead
I was told that is the reason the claim was deniedI have spoken to the inspection company and they offered to give me a copy of the report on their letterheadOriginally it was not needed on letterhead at time of escrowI *** fax the letterhead report as requested by Fidelity if they are willing to honor their contract and do the repairsI am even willing to for go the water heater repair if they pay for the repairs to the shower valves and water regulator valve
Final Business Response /* (4000, 9, 2015/09/17) */
FNHW has reviewed its analyst of the claim and its position remains the sameIt is the professional opinion of our independent licensed service provider and our authorization team that these plumbing failures are due to rust and corrosionThe claim denial is supported by the fact that the rust and corrosion was visible, on the water heater, the shower valves, and the rusted out one inch gate valveThe poor condition of these plumbing items could not have occurred within the days of the contract order date July 2, 2015, (which is also the date the property closed escrow) and when you placed the claim on July 24,
As stated in "Terms of Coverage" #of the Contract; Covered systems and/or appliances must be in good, safe working order at the start of contract coverage." Unknown pre-existing conditions *** be covered if, at the time coverage began, the defect or malfunction would not have been known to the homeowner, tenant, buyer, seller, agent, or home inspector by a visual inspection and/or by operating the system or applianceKnown defects of covered items found at the time of a home inspection report are excluded from coverage until proof of repair is received by FNHW."
Final Consumer Response /* (4200, 11, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I was speaking to Fidelity customer service, I was told that if I supplied our home inspection report they would consider fixing the repairsOnce they received the report I was told that they would not accept it because it was not on proper business letterhead, not because the pipes were old as they are saying nowAs line #states in the terms of coverage, "Unknown preexisting conditions *** be covered if, at the time coverage began, the defective or malfunction would not have been known to the homeowner, tenant, buyer, seller, agent or home inspector by a visual inspection and or by operating the system or appliance." The inspection report did not state the problem, so how were we expected to know there was a problem? If they listen to the recorded conversation, they *** know that the CSR only requested the inspection report and then the request was denied because the report was not on "professional letterhead"This is the problem that needs to be addressed