Fidelity National Home Warranty

I am writing to express my extreme dissatisfaction and disappointment with the service provided by your company in relation to my HVAC system covered under warranty AY6229. Despite multiple service requests and recommendations from two of your own vendors, the HVAC system has not been repaired or replaced, causing us significant discomfort and distress.

Over the past several months, we have endured four visits from technicians sent by Fidelity Home Warranty, all of whom acknowledged the severe condition of our HVAC system and recommended its replacement. It is pertinent to highlight that these recommendations were made by professionals contracted by your company, and their expert opinions were consistent in favor of replacement.

Multiple service requests opened :

System / Appliance
A/C Central
Request Date / Time
7/2/2023 5:03 PM
Service Work Order Number
9101284

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System / Appliance
A/C Evap Coil, Heat: Forced Air Furnace
Request Date / Time
7/11/2023 6:55 PM
Service Work Order Number
9112103
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System / Appliance
A/C Evap Coil, Heat: Forced Air Furnace, Heat Pump Air Handler
Request Date / Time
8/31/2023 9:48 AM
Service Work Order Number
9168193

Despite the clear consensus from your own vendors, the HVAC system remains unrepaired, leaving our family to suffer through the unbearable heat. This situation not only violates the terms of our warranty agreement but also raises concerns about the quality and integrity of the services provided by Fidelity Home Warranty.

Furthermore, as a direct consequence of the prolonged delay in addressing the HVAC issue, our garage suffered significant water damage due to leaks originating from the broken coil in the HVAC system. The water damage has caused extensive harm to the structure and contents of the garage, including personal belongings and stored items of value.

I would like to draw your attention to the California Civil Code, specifically Section 1792, which outlines the implied warranty of habitability for residential properties. Under this law, it is the responsibility of the warranty provider to ensure that essential systems, such as HVAC, are maintained in a functional and habitable condition. Fidelity Home Warranty's failure to address this issue promptly is in direct violation of the applicable California code.

I strongly urge you to take immediate action to rectify this situation. I request that you replace the HVAC system as recommended by your own vendors and provide assistance in addressing the damage caused in our garage due to the water leaks. If this matter is not addressed within a reasonable time frame, we will have no choice but to pursue legal action to recover damages and uphold our rights as homeowners under California law.

Understand that when you deal with a home warranty company, you're dealing directly with an insurance company. My best friend is an attorney who has made a brisk business out of suing insurance companies who won't pay their claims.

FNHW not just dropped the ball, they didn't even pick it up. I first asked for a service call on my refrigerator in early October 2020. Over the course of a year, they placed 6 service calls with a local appliance repair guy. Each time after he left, the fridge worked for exactly one day, then stopped working again. In early September 2021, after several 'we'll be right with you' on-hold phone calls each of about 40 minutes wait time with FNHW, they finally acknowledged that it was no longer worth their time and money to continue to try and fix the old appliance. As it turns out, that had been put in my file in early August 2021, but nobody at FNHW bothered to send it over to purchasing to arrange for a settlement check or a replacement fridge. It wasn't until I called them (again, for perhaps the 8th time) and found the right person who was seriously mortified that her company had done this.

The result? I had to live for almost exactly one year without a refrigerator. No big deal? Try living out of an ice chest for a year.

I know everybody is busy. I'd like for vendors and maybe everybody in America to stop using the pandemic as an excuse for providing poor customer service. I just recently was pro-active, and bought a replacement dishwasher, because I can no longer trust FNHW to deal with fixing the existing dishwasher or for that matter, any faulty or malfunctioning appliances. And one other thing: if I were you, and you had a home warranty, i'd read it in its entirety a couple of times. I think you'll find that there is language in there that will concern you, and you'll also probably find out that the warranty really doesn't cover much.

We had an AC unit go out on one of our rentals. Fidelity deemed the unit to be replaced. It to over 2 month for them to replace the unit. It cost us over a thousand dollars to provide the tenants with temporary AC units. Our rentals are in the desert near Palm Springs Ca.
Between our AC tech provided by Fidelity and ourselves we called Fidelity over 25 times and got nothing but BS from them. You would be better off burning your money than using Fidelity Home Warranty. At least that way you would save the frustration of dealing with their incompetent personnel and policies.

Final Consumer Response / [redacted] (2000, 5, 2014/02/05) */

Initial Business Response / [redacted] (1000, 5, 2014/07/16) */ This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on July 8, Your concerns are important to our Company; I appreciate the opportunity to respond Each claim is processed under the terms and conditions of the warranty contract and accepted or denied on that basisOur records show a service technician was at your property on July 7, and found that the compressor relay failed and needed to be replacedHe advised the relay was a factory-ordered part and the estimated time of arrival was weeksOur office then conducted a part search and was unable to locate the part soonerPlease note that as stated under the Contract's "Limits of Liability" #provision: "When parts are necessary for completion of service, FNHW will not be responsible for delays that may occur in obtaining those parts." We understand you are upset regarding the part delay and are very sorry for any inconveniences that you and your family have experienced during this claim processAs a gesture of customer service, FNHW has offered and processed a reimbursement toward the cost you paid for a compact refrigeratorThis reimbursement check in the amount of $will arrive to you in approximately 10-business days We hope that the true value of this home warranty coverage will 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 Sincerely, Customer Care Department Fidelity National Home Warranty Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/07/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) The part finally arrived and was installedThe refrigerator "works" but the repairman indicated that because of the amount of the delay, mold has now grown inside the airducts and grates and can only be cleaned by a pro0fessionalIT IS A HEALTH RISK TO USE THE APPLIANCEI called and was told Fidelity does not cover cleaning/maintenanceTHE PROBLEM ONLY AROSE BECAUSE OF FIDELITY'S DELAY IN REPAIRING THE APPLIANCEI request Fidelity pay for a professional cleaning of the refrigerator, so that we can use it again Final Business Response / [redacted] (4000, 9, 2014/08/12) */ Fidelity National Home Warranty (FNHW) is in receipt of your rebuttal letter to the Revdex.com We understand that your repairs have been completed and your refrigerator is now working but are requesting for FNHW to have maintenance performed on your refrigeratorPlease review your Contract terms specifically in regard to descaling/routine maintenance located in the Limits of Liability #provision of your Contract which reads: "FNHW is not responsible for repairs or replacement due to misuse or abuse, disassembled or missing parts nor for failures or damage due to: fire, flood, smoke, lightning, freeze, earthquake, theft, storms, accidents, riots, war, vandalism, animals or pests, power failure, surge and/or overload, soil movement, structural changes, design deficiency, manufacturer's recall, inadequate capacity, land subsidence, slope failure or cosmetic defectsExcept where otherwise noted in this contract, failures due to improper previous repair or installation of appliances, systems or components is not coveredFNHW will not perform routine maintenance or cleaningThe contract holder is responsible for providing routine maintenance and cleaning of covered items as specified by the manufacturer to ensure continued coverage of such itemsFor example, heating and air conditioning systems require periodic cleaning and/or replacement of filters and water heaters require periodic flushing." We understand that you are upset and again we apologize for any inconveniences that you have experienced; however, as you have been advised, FNHW made every effort to obtain the part needed soonerThe compressor relay is a factory-order part and its estimated time of arrival is no fault of FNHW nor the vendor involvedAs stated in the Contract's Limits of Liability #provision: "When parts are necessary for completion of service, FNHW [redacted] not be responsible for delays that may occur in obtaining those parts." FNHW considers this claim to be correctly processed under the terms and conditions of the Contract and has no further comment regarding this matter Sincerely, Customer Care Department Fidelity National Home Warranty

Very poor servicedays and waiting for air-condition services when it is degreesAll because fidentity was not able to dispatch service company properly

Initial Business Response / [redacted] (1000, 5, 2014/09/15) */ This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on September 5, Your concerns are important to our Company; I appreciate the opportunity to respond 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 Upon further review of your complaint and as a gesture of customer service, you may use this as confirmation that FNHW is not charging an additional service fee for the recall service work order (SWO) #XXXXXXX, please disregard the bill associated with this SWOHowever, the service paid on the original call placed on July 25, SWO [redacted] will not be refundedAs stated in the "Terms of Coverage" #section of the Contract, "A $fee is due for each service trade request and is paid to the contractor upon arrival at the home." Please note that the technician advised that to assist in proper air flow to the living room, he recommended installing dampers to your ductworkPer your Contract's "Ductwork" section, "dampers" are not coveredA letter of denial will arrive under a separate cover Should you have any additional questions or concerns do not hesitate to contact us Sincerely, Customer Care Department Fidelity National Home Warranty Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/09/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) I do accept the response and their proposed settlement of this matter because the apologies are more important than the actual sum of money involved

This warranty was purchased through our home purchaseWe did not choose them and unfortunately e have no other options nowThey apparently don't have providers in all areas and the providers they do have are not available when you need themIt is also very difficult to use their reimbursement option if they don't have a provider and non- affiliated service providers are not willing to work with them because they don't pay appropriatelyWe are in a rural area and service calls are 1/hour minimums and Fidelity will only pay hour for diagnosticI have had service call in months and they have not been useful at allWhen the AC breaks on Sunday and it is triple digit heat and they can't get a provider to you until Wednesday, they are rather uselessThis is considered a rush caseHowever every provider I called in my area could be out same day

Initial Business Response / [redacted] (1000, 5, 2014/05/05) */ This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on April 21, Your concerns are important to our Company; I appreciate the opportunity to respond 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 basisOur records show that a service company was at your problem and found a problem with the underground air tubing for your spaPlease refer to your Contract under the "Swimming Pool and/or Spa Equipment" which states, "underground water, gas and electrical lines are not covered." We understand that you since had that company perform the needed repairs to your underground air tubing; however were still having a problem with your spa so a second opinion service company was sentThis second company replaced a worn out blower switch and found that the air tubing needed to be repaired again Please use this as confirmation that FNHW has been in contact with the service company who performed the repairs on retail; who will make an evaluation of the repairs they performed and will assist you in resolution of your claim We hope that the true value of this home warranty coverage [redacted] 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 Sincerely, [redacted] Department Fidelity National Home Warranty

I've been going back and forth with Fidelity since January/February of about my heating system I purchased a condo last year and the heating system had issues I called Fidelity and let them know of the issue and they referred me to a technician within their network I called the technician and they told me they dont deal with my heating system, so I called Fidelity back and told them At which point they allowed me to go out of network I found a technician and got the issue assessed I then requested a reimbursement for the fees associated with the technician coming out to view my heating system and was reimbursed However, because this required a lot of work to fix the system, Fidelity said they would pay me out the aggregate limit ($1,500) from my coverage After the reimbursement that amount came out to roughly $1,I was promised that money back in May I never received it because someone internally dropped the ball So, when I didnt receive the funds, I called back in July and they said they would issue me the check NothingI called them again and they said they would issue me a check by late August I received a call from them today stating that they will not be issuing me a check because it states in my contract it does not cover my heating system I called back numerous times and requested my contract, but the representative at Fidelity says that they cannot provide me one because my contract with them ended on August 10th They keep referring me to a sample contract on their websiteNot sure why they cant provide me a copy of my contract as their excuse just doesnt make sense Additionally, if my contract did state that it does not cover my specific heating system, then why would you reimburse me for the technician to come out and assess my heating system? Also, why would you keep promising me the remainder of the aggregate amount for my coverage multiple times? This company is a joke

Initial Business Response / [redacted] (1000, 5, 2015/10/15) */ 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 additionally keep these same thoughts in mind when selecting the companies with whom we work closely with to conduct business in a manner that reflects our aspiration as a companyYour concerns were forwarded to our Vendor Relations Department to discuss directly with the company involvedPlease note that the complaints received negatively affect the vendor's rating with our Company FNHW processes each claim under the terms and conditions of the contract; all claims are accepted or denied on that basisOur records show the non-covered costs that were associated with the replacement of the water heater included obtaining a permit; code upgrades for the drain pan and the drip leg, modification of the water flex line and the disposal of the failed water heater Your Standard Plan contract's Limits of Liability #and #advise that FNHW is not responsible for the cost to meet the proper code criteria, and not responsible for the cost of modifications When federal, state or local regulations, building and/or similar code criteria require improvements and/or additional costs to service a covered system and/or appliance, including permits, the costs to meet the proper code criteria shall be the sole responsibility of the contract holder, except where otherwise noted in this contractFNHW [redacted] be responsible for repairs and/or replacement of covered systems and/or appliances after the proper code criteria are met, except where otherwise noted in this contract FNHW is not responsible for the cost of modifications necessary to repair or replace a covered system or appliance, including but not limited to pipe runs, flues, ductwork, structures, electrical, or other modifications We do value your business and hope that this letter assists you in a better understanding the terms and conditions of the contractOur records show on or about the date of October 4, you accepted the cash in lieu of repairsAs a gesture of customer service, FNHW is reimbursing your service feeThis [redacted] show as a credit on the card that was used for this claim

Initial Business Response / [redacted] (1000, 5, 2015/08/03) */ Please accept my apologies for any misunderstanding you may have in regard to the warrantyFidelity National Home Warranty operates with the best of intentions and deepest respect for all of our customersOur records show that the contract declaration was mailed to you on or about April 27, 2015, shortly after your close of escrowWe understand that you requested reimbursement for your air conditioning services you received outside of your home warranty Please be advised each claim is processed according to the terms and conditions of the warranty and accepted or denied on that basisYour request for reimbursement for replacement of the air conditioning system has been denied based upon the Terms of Coverage #1: "If a covered system and/or appliance fails during the contract term, the contract holder must contact the Fidelity National Home Warranty (FNHW) Customer Service Department toll free at X-XXX-XXX-XXXXCalls are received hours a day - days a weekShould the contract holder contract directly with others, or do the work themselves, FNHW [redacted] not be responsible for reimbursement of that cost." We understand that you would like to cancel the contract and be refunded the full contract fee paidPlease be advised of the Limits of Liability #of your contract in regard to the cancellation request in the state of OregonFidelity National Home Warranty (FNHW) prorates the refund for the unexpired term, less an administration fee of $Should you wish to proceed with your cancellation, FNHW requires written request signed by all contract holdersYou may submit your request to FNHW via fax, to XXX-XXX-XXXX or through the mail to FNHW, PO Box [redacted] XXXXX Should you decide to keep the contract, it is our hope that the value of this home warranty coverage [redacted] 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 Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this because at no point in the process was it made clear that step was to call my home warranty companyThat detail was buried on page of the contractIt was already understood we were purchasing the home without a realtor and basic information would be neededAdditionally, when the AC broke I emailed the sellers realtor (whom purchased this contract) and told her the AC broke and asked what I'm supposed to doShe sent me a copy of the contract, but gave no instruction that I needed to call them first Here's my point, plain and simpleit needs to be made clear that when something covered breaks the customer needs to call the home warranty FIRST That detail cannot be buried in page 5, assuming the customer already knows how it worksI thought it was like car insurance where I get the repair done then call the warranty service to compensate some of the costThis would have been a VERY easy problem to avoid if anybody had made it clear what step was No other claims have been made against this warranty, but considering the huge oversight of instruction and the $ [redacted] that I paid out of pocket which would have been coveredI think a full refund of the warranty is a very simple requestC'mon guys, show some real customer support hereDon't hide behind your contract with details buried within pages of legalese SHOW PEOPLE that you are the company who cares Final Business Response / [redacted] (4000, 11, 2015/08/25) */ FNHW's contract terms are clear and consistent with other home warranties for requesting service through the contract; however, as a gesture of customer service to amicably resolve this matter FNHW has cancelled your contract as you have requested and is refunding your Contract term payment in full of $The check [redacted] arrive under separate cover within 10-business days

Initial Business Response / [redacted] (1000, 5, 2014/07/10) */ This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on June 27, Your concerns are important to our Company; I appreciate the opportunity to respond 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 basisAs you are aware, the technician serviced your property on June 27, and found the zone controlled board for your air conditioning system failed and needed to be repairedYou may refer to your Contract under the "Limits of Liability" #section which states, "FNHW is not responsible for electronic, computerized, or remote energy management systems including, but not limited to, zone controlled systems, lighting, energy, security, pool/spa, entertainment/media/audio, or appliances." FNHW considers this claim to be correctly processed under the terms and conditions of the Contract Our records show your warranty Contract with FNHW has been cancelledThank you for your business and the opportunity to have provided service to you Sincerely, Customer Care Department Fidelity National Home Warranty

BewareThis company sent non-credible plumberHe didn't even know a gas valve is in violation of California building codeWhen I asked how they picked the contractor, they said it's based on "customer review"I told them the Yelp review is only stars for this plumbing company, they said they don't use Yelp, but their own reviewAlso, they didn't cover expedited shippingIt has been days now (it's winter), we're still waiting for gas valve control part, and for days we don't have hot waterGo somewhere else, don't buy policy from this company

Initial Business Response / [redacted] (1000, 5, 2015/03/18) */ This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on March 13, Your concerns are important to our Company; I appreciate the opportunity to respond I would first like to begin by apologizing 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 basisI understand that you were experiencing a failure with your freezer; however this freezer is a freestanding unit and is not an integral part of the refrigeratorPlease review your Contract terms description located under "Kitchen Refrigerator" which reads: FNHW does not cover for "freezers that are not an integral part of the refrigerator" as stated under the heading "Not covered" FNHW stands by the coverage decision and contends this claim was properly processed under the terms and conditions of your warranty Contract It is our hope that the true value of this home warranty coverage [redacted] 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 usThank you for your business, we look forward to a continued service relationship with you Sincerely, [redacted] Department Fidelity National Home Warranty

Final Consumer Response / [redacted] (2000, 6, 2014/12/19) */ As of 4:yesterday 12/16/my furnace has been fixedThe contractor (Accent Heating) having a cancellation was able to reschedule my reschedule me from Thursday 12/18/to yesterday 12/16/afternoonEven though my furnace is finally repaired I still want my complaint based on extremely poor service to stand and be recorded by Revdex.com

Initial Business Response / [redacted] (1000, 8, 2015/04/22) */ Fidelity National Home Warranty (FNHW) is in receipt of your complaint to the Revdex.comYour concerns are important to our Company; I appreciate the opportunity to respond Upon review of your complaint I understand that you are dissatisfied with FNHW's service for the refrigerator claim and the customer service by our representative over the phoneBy taking the time to contact us, you have not only given us the opportunity to assist you with your concerns, but also to consider what we can do to prevent a similar situation from occurring again When you purchase a Fidelity National Home Warranty you have every reason to expect quality customer serviceClearly that did not happen, and I was disappointed to hear the level of service you receivedTo be frank, there is no excuse for an employee to be inconsiderate or rude to a customerI have forwarded your letter to the Vice President of our Service Department as it is important feedback you providedYou have my assurance that this matter has already been addressed with the representative involved Our records show that on that the dishwasher control panel was repaired during this same service; and although the technician installed a new inverter board on the refrigerator doing so did not solve the problemAdditional authorization was given to replace the control panel of the refrigeratorThis part was found to be no longer available through the manufacturerAt this point FNHW determined to have the control board rebuilt and offered to reimburse you $toward renting a refrigerator while the control panel was being rebuiltFNHW received an email from you on this matter prior to your request for assistance through the Revdex.com and our records show you accepted cash in lieu of repairs on the refrigerator

Initial Business Response / [redacted] (1000, 5, 2015/02/12) */ This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on January 31, Your concerns are important to our Company; we appreciate the opportunity to respond Each claim is processed under the terms and conditions of the warranty Contract and accepted or denied on that basisWe understand that you are requesting a reimbursement for $535.00, the purchase cost of a home warranty for your propertyHowever, our records show the close of escrow was on December 29, and the home warranty was waived; therefore no funds were sent to FNHWSubsequently, the Contract order was cancelledPlease note that the refund would have been made to the provider of funds had these funds been posted Per the Contract's Limits of Liability #10, "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." Should you have any additional questions or concerns do not hesitate to contact us Sincerely, [redacted] Department Fidelity National Home Warranty Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/02/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) I agree that this is what was discussed and agreed toHowever, I have not yet received the funds which were allocated in escrow at closingI expect this [redacted] occur, but [redacted] follow up as necessary

Initial Business Response / [redacted] (1000, 5, 2015/11/04) */ Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconvenience you had during this processFNHW operates with the best of intentions and deepest respect for all of our customersOur goal is to provide superior customer service and allow our contract holders to have peace of mind when dealing with repairs or replacements associated with owning a home We understand from your complaint that you advised the customer service representative the breaker was overloaded when you placed the service requestThe technician advised the breaker is tripping due to the overload, and as you were previously advised, a condition of an overload is not covered as stated in the Contract's Limits of Liability #5, "FNHW is not responsible for repairs or replacement due to surge and/or overload." Although, a $fee is due for each service trade request and is paid to the contractor upon arrival at the home as stated under Terms of Coverage #of the Contract, as a gesture of customer service FNHW has waived service feeWe hope that the true value of this home warranty coverage [redacted] 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 usWe value your business and look forward to a continued service relationship with you

Initial Business Response / [redacted] (1000, 5, 2015/09/23) */ Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW (Fidelity National Home Warranty) operates with the best of intentions and deepest respect for all of our customers; I appreciate the opportunity to respond Our records show that on September 21, 2015, a representative from our [redacted] Department contacted you in regard to this matterYou advised you would be obtaining service from your own technician outside of FNHW's network for your refrigerator and kitchen hood fanOnce you have a paid invoice from your technician you may submit that for reviewOnce FNHW has reviewed all information a representative [redacted] contact you Should you have any additional questions or concerns do not hesitate to contact us