Fidelity National Home Warranty

Initial Business Response /* (1000, 5, 2015/06/17) */
Please accept my apologies for the manner in which you felt you were treated as a customer of our companyFidelity National Home Warranty (FNHW) operates with the best of intentions and deepest respect for all of our customers
FNHW
does not list, inventory or conduct a walk through to identify items in the homeThe FNHW Coverage Plans and Coverage Options are generally chosen prior to the contract being ordered, normally during the escrow process during a home sale transactionBuyer's Coverage Plan, with Coverage Options starts at the close of escrow and continues for one year provided the contract fee is paid at the close of escrow
FNHW mails the contract holder, the declaration of coverage at the start of the Contract term, which may be the initial term or subsequent renewal termsToward the top on the right side of the first page of the declaration of coverage are the Coverage Plan type and Coverage Option(s) purchasedCoverage Options for the term are described on the last page of the declaration of coverage
Please be advised that the Terms of Coverage #supports FNHWs decision in this matter: "This contract covers only those parts, systems and/or appliances specifically mentioned as covered and excludes all others." Our records show the Washer/Dryer Coverage Option was not purchased for this term, or your previous three terms you have had with FNHW
Should you submit a copy of a paid invoice that addressed the failure as proof that the washer is now in good working order you may add the Washer/Dryer Coverage to your renewal termYou may submit the invoice to ***@fnf.comPlease reference your Contract number and reason for submission of the invoice
Please visit our website www.homewarranty.com to view all of the Coverage Options available to you at renewalFor your review and records, FNHW has scheduled another declaration of coverage to be mailed to youIt is our hope that the FNHW will be continue to be beneficial, as FNHW aims to provide the highest level of service to you
Initial Consumer Rebuttal /* (3000, 7, 2015/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Are you seriously telling me that, I am paying premiums for what the original owner had? I invested $60,in remodeling the kitchen plus updated appliances, so the next owner will reap the benefit of my investment and labor
How is that fair? They want me to suggest a compromiseI would be better off putting away $monthly for appliance repair then paying FHNW
Who in their right mind would continue to paid for this rip-off scam called insurance?
Final Business Response /* (4000, 9, 2015/06/25) */
Fidelity National Home Warranty has been pleased to have provided service to you over the last four years
Final Consumer Response /* (4200, 11, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I *** not recommend Fed Nat Home Warranty to any of my friends, neighbors or co-workersIt is my considered opinion this insurance plan is a rip-off scam
Thank you
*** ***
*** ***

Initial Business Response /* (1000, 10, 2015/08/24) */
Please accept my apologies for any for any inconveniences that you and your family have experienced during this claim processFNHW operates with the best of intentions and deepest respect for all of our customersEach claim is
processed under the terms and conditions of the warranty Contract and accepted or denied on that basis
Our records show FNHW has authorized replacement of your refrigerator under the terms and conditions of your warranty ContractOn August 10th, 2015, cash in lieu of replacement was acceptedAccordingly, FNHW processed a check on August 10th, This check should arrive within 7-business days from the processed date
We hope that the true 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
Initial Consumer Rebuttal /* (2000, 12, 2015/08/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you to the Revdex.com for thier interaction with FHNWAfter this intervention, FHNW has agreed to pay for us to buy a replacement refrigeratorWe're satsifed with this response

Terrible service! They have NEVER replied to their online formSeveral requests over the years but they don't replyWe had a bad experience with a plumbing company who couldn't show up when they said they would and tried to claim there was way more work required than we actually neededI phoned Fidelity to complain but they have no way to handle that kind of complaintI'm sure the same plumbing company will be jerking around customers for years thanks to the incompetence of Fidelity!

I bought the home warranty and one of my garage door opener popped open on its own and fried by itself when I was closing itThe contractor hired by FNHW came, a very young guy apparently not sure about what he was doing, took a few pictures and told us he could not do anything about it and left after minutesThe report he left us showed a broken cover and burned electronic board, consistent with what we observedHowever we didn't know that when he got back, his report to FNHW falsely insisted that the burned board was due to a power surge, which I was sure did not happenI contacted FNHW, was told that the warranty covers only 'wear and tear', meaning if you have something going wrong with your appliances, you are out of luck - FNHW only covers when the appliance 'dies naturally', which doesn't make senseWhen I contacted their customer services, after being put on hold for over an hour, I was hang up twiceWhen I finally got through, I was asked to have another professional to take a look and file a report to FNHW at my own cost, which I will doI will ask for arbitration on this issue and I would not recommend their service to anyoneI may cancel the contract depending on the outcome of further actionOverall, a quite negative experience

Initial Business Response /* (1000, 5, 2014/11/19) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on November 4, 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 basisWe understand from your complaint that there is a dispute in regard to the cause of your ductwork failureFNHW wants to be a part of the solution so therefore has offered to send a second opinion service technician to make an evaluation of your ductwork failureOur records indicate this second opinion has attempted to contact you; however no appointment has been scheduledAt your earliest convenience, please schedule an appointment so that we may have the opportunity to further assist and reach a full resolution of your claim
Sincerely,
Customer Care Department
Fidelity National Home Warranty
Initial Consumer Rebuttal /* (3000, 7, 2014/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response leaves out some major flawsThe first company sent out to my residence did report holed in the duct workWe discussed it and I asked him what paperworki needed to sign and what check I need to cut him to pay for the service callHe was in such a hurry to get out for the day that he said I didn't need a reportIf he would have left paperwork I would have seen that he was reporting something different then what we just discussed when he was at my house
Secondly, yes a second opinion company was suggested, but it was in no way offered upI was told that if they found the same info (or their paperwork I should say) that I would be charged for both service calls
I had to take a day off for the first visit, and with that threat of double paying for something that was reported incorrectly, I didn't want to waste another day off and money lost
Final Business Response /* (4000, 9, 2014/12/04) */
Fidelity National Home Warranty (FNHW) is in receipt of your rebuttal letter to the Revdex.com
We understand from your complaint and concerns that there is a dispute in regard to the cause of your ductwork failureAs you were advised in our previous letter, FNHW wants to be a part of the solution so therefore has offered to send a second opinion service technician to make an evaluation of your ductwork failure
Our records indicate this second opinion vendor has attempted to contact you; however no appointment has been scheduled and therefore FNHW has cancelled the existing work order as it has been open for daysYou may use this confirmation that FNHW *** be waiving the service fee charge for the second opinionAt your earliest convenience, please contact our office so a second opinion work order can be set up so that we may have the opportunity to further assist and reach a full resolution of your claimThank you for taking the time to read this letter
Sincerely,
*** Department
Fidelity National Home Warranty
Final Consumer Response /* (4200, 11, 2014/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again, to clarify on the complaintThe first company that came out told me that the issue was holes in the duct work and smashed duct workThe warranty covers holes in duct workHowever, since he did not leave me a report, of which I asked him to do so, I did not see that he only reported back smashed duct workI had to take a day off to meet the 2-hour window for serviceI can not afford to take another day off when this should have been handled correctly from the beginningSo, no I don't accept the company's response and request that the service to correct the issue that was found, and should have been documented correctly, be fixedIf not, it should remain a complaint so that consumers know the risks in working with Fidelity on duct work claims

Initial Business Response /* (1000, 8, 2015/09/24) */
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
Each
claim is processed under the terms and conditions of the Contract and accepted or denied on that basisOur records show that on August 10, 2015, you placed a claim for service of your pool filterFNHW dispatched a technician who serviced your home on August 12, On August 13, he informed FNHW there was calcium build up on the crack at the filter tank and in his professional opinion the failure had not occurred within the days the Contract had been in effectSubsequently the claim was denied based on the Contract's Terms of Coverage #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." The records show on August 21, you spoke to a representative from our Service Department who provided you with the email address to which you may submit a copy of your pool inspection report for further review of the claimFNHW has not received a copy of the pool inspection report to support that the pool filter was in good working order at the start of the contract term
You may submit your pool inspection report to our Authorizations Department for further reviewOnce FNHW has reviewed the inspection report, our representative *** contact you
We hope that the true 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

Initial Business Response /* (1000, 5, 2014/02/13) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on February, X XXXXYour 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
We understand that you were upset because you felt that repairs performed to your refrigerator were improperOur records indicate you spoke to an Assistant Manager in our Authorizations Department on February 4, in attempt to resolve your claimFNHW set up a second opinion service work order (SWO) to one of our contracting companies to make an evaluation of your refrigeratorThis technician serviced your property on February 10, and inspected the icemaker line and repairs in questionHe confirmed the repairs were properly performed and that there were no current leaks at the time of servicePlease be advised that as stated under the "Limits of Liability" #section of the Contract, "FNHW’s liability is limited to failures due to wear and tear during the term of the Contract."
The technician did advise the angle stop to the icemaker needed to be replaced with possible access requiredPlease be advised that if access is needed to perform these repairs, it is not coveredAs stated under the "Limits of Liability" #section of the Contract, "FNHW is not responsible for providing access to repair or replace a covered system or appliance unless otherwise noted in this Contract."
In response to your request for FNHW to inspect the water damage on the back of your refrigerator, unfortunately secondary damage is not coveredYou may refer to the "Limits of Liability" #section of your Contract for verification of this informationThis provision advises: "FNHW is not responsible for consequential or secondary damages resulting from the failure of a covered system and/or appliance and/or 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."
We hope that the true 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
Sincerely,
Customer Care Department
Fidelity National Home Warranty
Final Consumer Response /* (2000, 7, 2014/02/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/02/19) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on February 15, 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 Company and for any inconveniences that you and your family have experienced during this claim processFNHW 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 FNHW has authorized replacement of your hot water heater under the terms and conditions of your warranty ContractThe service company that will be performing the replacement will contact you in regards to installation of the new unit
It is our hope that the value of this home warranty coverage will continue to be beneficial as FNHW aims to provide the highest levels of service to youShould you have any additional questions or concerns in regard to this service, please do not hesitate to contact our Authorization Department at XXX XXX-XXXXWe value your business and look forward to a continued service relationship with youThank you for taking the time to read this letter
Sincerely,
Customer Care Department
Fidelity National Home Warranty
Initial Consumer Rebuttal /* (2000, 7, 2015/02/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/03/05) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on February 24, 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 that a service technician was at your property on or about February 18, and found that the main wiring for the heat pump package unit was damaged due to the wiring and its corresponding circuit breaker being inadequate in capacity to properly supply the needed power to run the heat pump package unitAs stated in the Limits of Liability #section of the Contract, "FNHW is not responsible for failures or damage due to inadequate capacity." Upon further review of your claim, FNHW's position remains the same and a letter of denial *** arrive under a separate cover
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 customersWe are very sorry that we are unable to authorize your claim; however we do believe this claim was processed correctly under the terms and conditions of the ContractAs a gesture of customer service, the service fee in conjunction with your work order has been waived
In regards to the service work order placed for your ductwork, we understand that were obtaining your own second opinionPer your Contract's Limits of Liability #2, "The contract holder may order their own second opinion, but shall be responsible for the cost of said opinion." At your earliest convenience, you may send any corresponding information to our Authorizations department for further review to: ***@fnf.com or fax to XXX-XXX-XXXXOnce FNHW has reviewed all information a representative *** contact you
It is our hope that the true 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
Sincerely,
*** Department
Fidelity National Home Warranty

Initial Business Response /* (1000, 6, 2014/02/04) */
Fidelity National Home Warranty (FNHW) is in receipt of your recent correspondence to the Revdex.com, a copy of which we received on January 29, Your concerns are important to our Company
Our records show that
shortly after you filed the complaint with the Revdex.com, you received a call from our customer relations representative who clarified the Contract's coverage under the Seller's term; specifically that the Buyer's Optional Coverage items are not available for the Seller's during the Seller's Coverage term as explained in the Contract's Optional Seller's Coverage description which states in part:
''Seller's Coverage is not available on homes in excess of 5,square feet, multi-unit homes, guest houses, casitas or any of the Buyer's Coverage Options.''
As a customer service gesture FNHW has offered to have the appliance technician; who is returning to your home for the Contract's covered repairs for the cook top, diagnose the failure to the refrigerator and give you an estimate on repairs
Please accept my apologies for the matter in which you felt you were treated as a customer of our companyFNHW operates with the best of intentions and deepest respect for our customers
Final Consumer Response /* (2000, 8, 2014/02/06) */

Initial Business Response /* (1000, 5, 2015/07/13) */
Fidelity National Home Warranty (FNHW) is in receipt of your recent complaint regarding your trash compactor claimYour concerns are important to our Company; I appreciate the opportunity to address them
Our records show that the
dispatched appliance technician was able to repair the exhaust fan and the refrigerator water inletHe reported that he found the trash compactor overloaded with cardboard at the time of serviceUpon investigating the cause of the failure to the trash compactor he reported that the unit failed due to glass and a metal fork or other utensil in the bearings of the unitThe technician also advised that he was instructed by your mother who was at the home at the time of service to leave the trash compactor on the porch
Pursuant to the cause of failure, FNHW denied the claim as supported by the contract's Limits of Liability #which states; "FNHW's liability is limited to failures due to wear and tear during the term of the contract." A formal denial letter *** be forthcoming
We understand that you disagree with the technician's findings and the subsequent denial of the claimAs advised over the phone and per Limits of Liability #of your contract you may submit a second opinion for reviewLimits of Liability #2: "FNHW reserves the right to obtain a second opinion at its own expenseThe contract holder may order their own second opinion, but shall be responsible for the cost of said opinion."
We apologize for the manner in which you felt your claim was handledFNHW operates with the best of intentions and deepest respect for all of our customersWe additionally keep these same thoughts in mind when selecting our independent service contractorsAll claims are processed according to the terms and conditions of the contractIf 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, 2015/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unfortunately, the business has not offered anything in this response in way of resolutionIn the meantime, I have had to pay $to have the trash compactor repairedFurthermore, they are denying an additional claim on a water pump for our house that is now leakingI can submit another Revdex.com claim on this, or we can resolve them all through this mediation
Final Consumer Response /* (3000, 12, 2015/08/11) */
The business still has not provided any resolution for the garbage disposal
Final Business Response /* (4000, 14, 2015/08/17) */
Please be advised that Fidelity National Home Warranty (FNHW) has reviewed its analysis of the trash compactor claim and our position remains the same

Initial Business Response /* (1000, 5, 2015/01/08) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on December 30, Your concerns are important to our Company; I appreciate the opportunity to respond
I
would like to apologize on behalf of FNHW for the inconvenience you felt as a customer of our CompanyFNHW 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 homeBy taking the time to bring this issue to our attention, you have given me the opportunity to consider what we can do to prevent similar situations from occurring again
Our records show a service technician was at your property on or about January 1, and was able to clear your garbage disposal stoppageHowever, he did advise there was a possible hard object that caused the stoppageWe understand that you are now with a working garbage disposal but should you need to place a service call, please contact our Customer Service Department at XXX-XXX-XXXX or visit our website at homewarranty.com to place a new service work order
Each claim is processed under the terms and conditions of the warranty contract and accepted or denied on that basisPlease note that if an item fails, as stated in the Limits of Liability #of the Contract, "FNHW's liability is limited to failures due to wear and tear during the term of the Contract."
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 /* (3000, 7, 2015/01/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Fidelity states they pride them self in customer service and peace of mindYet when I called and expressed my issues and concern about it being the holiday season and I had to cancel my plans with family and friends due to the disposal not working they had no care or concern at allIn regards to the piece that was found in the disposal that is not the focusppoint of this compliantThe lack of respect and compassion for a customer who was in desperate need if helpAlso the time it took to get someone out here.why would your company only work with one vender? That makes no senseWhst also concerns me is that your company only works with the cheapest contractsI feel its unfair I had to pay $for a service call that took a whole week to completeI would like my money back and a full refund of my contactI'm not happy with your inconsiderate companyI think you all are some UN honest crooksPlease give me my money back
Final Business Response /* (4000, 19, 2015/02/12) */
Our records show a check for $was processed and mailed on February 4, This check should arrive within 10-business days from its processed dateIf you do not receive the check in this time frame, please contact our office for assistance
Please know that we at FNHW really do sympathize with your situation and apologize for any inconveniences that you and your family have experienced
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 youThank you for taking the time to read this letter
Sincerely,
Customer Care Department
Fidelity National Home Warranty
Final Consumer Response /* (2000, 21, 2015/02/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 6, 2015/08/21) */
Upon review of your complaint FNHW understands that you are dissatisfied with the duration of time to resolve your service work orderOur records show the service claim was called in on July 28, and we received the independent
service contractor's air conditioning technician report on July 31, The cost of equipment for repair was assessed on August 6, and we offered cash in lieu in the amount $2,and the check was processed on August 14, Please be advised that each claim is processed under the terms and conditions of the warranty and accepted or denied on that basisAs stated in Limits of Liability #of the Contract, "FNHW is not responsible for consequential or secondary damages resulting from the failure of a covered system or appliance or 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."
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for the inconveniences 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
Initial Consumer Rebuttal /* (3000, 8, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand the Liability clause, but I paid $4,and they offered me only $2,in repair because that is what their technician assessed for a 6-weeks repair time! I asked various service repairs providers and the latter amount was deemed ridiculous to all of them
Final Business Response /* (4000, 10, 2015/09/08) */
FNHW offered cash in lieu of replacement because there was a delay in obtaining the water source heat pumpThe cash in lieu was offered pursuant to the contract's Limits of Liability #11: "FNHW reserves the right to provide cash in lieu of repair or replacement of a covered system or appliance in the amount of FNHW's actual cost to repair or replace such a system or applianceThe amount provided as cash in lieu is generally less than retailFNHW is not responsible for work performed once you accept cash in lieu of service."
Additionally, our records show that there were costs associated for modifications to the electrical and drain lines which would not have been covered by FNHW
We 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 Business Response /* (1000, 5, 2015/10/16) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconvenience you had as a customer of our companyFNHW operates with the best of intentions and deepest respect for all of our customers
Our
records show that the replacement unit for your air conditioning swamp cooler was ordered on or around September 30, and an installation appointment was completed on or around October 02, After review of your claim, a representative with FNHW contacted the technician to advise that FNHW was covering the installation of a universal programmable remote thermostat under the terms and conditions stated in the Contract
We hope that the true 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 usWe value your business and look forward to a continued service relationship with you
Initial Consumer Rebuttal /* (2000, 7, 2015/10/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, the company contacted me the next business day to inform me that they reviewed the account and order and had now ordered the programmable remote for meIt has been installed now and is working nicelyJust as I had before
Thank you

Initial Business Response /* (1000, 5, 2015/03/13) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on March 1, Your concerns are important to our Company; I appreciate the opportunity to respond
I would
like to apologize on behalf of FNHW for the inconvenience you felt as a customer of our CompanyFNHW 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
Each claim is processed under the terms and conditions of the warranty Contract and accepted or denied on that basisWe understand that our Authorizations department has recently been in contact with you regarding resolving your refrigerator claimOur records show the service vendor has ordered the parts necessary to complete the needed repairsOnce the parts are in, the service vendor *** contact you for completion
Thank you for taking the time to read this letter and for your patience during this claim processIt 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 youShould you have any additional questions or concerns in regard to this service, please do not hesitate to contact usWe value your business and look forward to a continued service relationship with you
Sincerely,
*** Department
Fidelity National Home Warranty

Initial Business Response /* (1000, 5, 2015/06/30) */
This letter is in response to your recent correspondence through the Revdex.comYour concerns are important to our Company; I appreciate the opportunity to respond
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 not to return a callI have forwarded your letter to the appropriate manager as it is important feedback you providedYou have my assurance that she has already addressed this matter with the representative involved
Our records show that you placed the request for service stating the water heater was not producing hot waterThe technician FNHW sent was out the following day, and reported to FNHW that the water heater failed due to the control box cover removed, inside prongs bent and the electrical board that leads to the wiring of the thermocouple was scratchedHe recommended the control box and thermal couple be replacedSubsequently, the claim was denied by FNHW as per Limits of Liability # of the Contract which reads: "FNHW's liability is limited to failures due to wear and tear during the term of the contract." A formal letter of denial *** arrive under separate cover
Additionally, per the technician's report the water heater was under a manufacturer's warranty, we understand that the tampering with the controls and wiring would voids that warranty
The Contract is not cancelable as stated in 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."
We do value your business and hope to be of service to you in the future

Initial Business Response /* (1000, 5, 2015/12/16) */
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
Our records show the representative you
have been working with attempted to contact you on December 14, 2015, and left a telephone message for you advising the parts for your oven are estimated to be released on December 18, Please refer to the Limits of Liability #section of the Contract which states in relevant part; "when parts are necessary for completion of service, FNHW *** not be responsible for delays that may occur in obtaining those parts."
We hope that the true 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
Initial Consumer Rebuttal /* (3000, 7, 2015/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke to John in Authorizations on 12/after a week of no responseHe was terrific I also spoke to the repair company who said the issue was "closed." Very confusing for the customer
Since tomorrow is the 18th, I guess I can wait and see what happens next
Thanks, ***
Final Consumer Response /* (3000, 13, 2016/01/09) */
I just tried to call the number left for me and was directed to Authorizations - who did not pick up -
I was not left a number of "the representative" with whom I have been dealingWho would that be?
Crazy bad customer service and I am still without an oven that works
Final Business Response /* (4000, 15, 2016/01/28) */
Upon further review of your claim status, the Company has authorized cash in lieu of replacement of your rangePlease review your contract terms specifically in regard to cash in lieu of repair or replacement under the Limits of Liability #provision which reads: "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."
A representative of the Company *** contact your to further discuss this information and address any questions you may have regarding the claim statusThank you for your business, we look forward to a continued service relationship with you

Initial Business Response /* (1000, 5, 2015/08/31) */
Each claim is processed under the terms and conditions of the contract and accepted or denied on that basisOur records show on July 31, 2015, America's Choice Plumbing and Drain's technician advised he did not find an active toilet or
plumbing pipe leakThe Plumber reported that there were dry stains on the ceiling; however, none were damp, moist or dark at the time of serviceHe further advised that that it was possible the water was seeping at the shower enclosure area, but there were no active water leaks at the time of serviceFNHW covers Repair of leaks and breaks in water, waste, vent, or gas lines within the perimeter of the main foundation of the home or garage; however, does not cover for plumbing "fixtures, bathtubs, sinks, shower enclosures and base pans, or caulking and grouting."
On August 13, 2015, a possible recall was dispatched for a possible plumbing leakOn August 26, 2015, America's Choice Plumbing reported that the upstairs master bathroom shower trim *** was loose and was allowing water to seep throughThe technician tightened the trim ***
We understand your concerns in regards to possible mold growth as a result of the water leaking at the ceilingPlease be advised "FNHW is not responsible under any circumstances for the diagnosis, repair, removal, or remediation of mold, mildew, rot, or fungus and/or damages resulting from the above mentioned, even when caused by, or related to the malfunction, repair, or replacement of a covered system or appliance," as stated in the Limits of Liability #section of the ContractIn addition secondary damages are not covered by the contract as per Limits of Liability #6: "FNHW is not responsible for consequential or secondary damages resulting from the failure of a covered system and/or appliance and/or 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."
Should you notice water leaking, or if you have any additional questions or concerns please do not hesitate to contact our Service Department for assistance at (XXX)XXX-XXXXWe value your business and look forward to a continued service relationship with 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 Business Response /* (1000, 5, 2015/10/27) */
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
Our records show that on Saturday,
October 17, you placed a claim for electrical service, reporting that outlets for the coffee maker, microwave, and modem were not workingFNHW promptly dispatched a Service Work Order (SWO) to the vendor Budget Electric to assist in resolution of your claimThe service representative you spoke to informed you that the technician from Budget Electric would contact you during business hours on the next business dayPlease refer to the Terms of Coverage #section of the Contract which states; "Upon receipt of a service request, FNHW *** contact an independent service contractor (contractor) within hours during business hours and hours on weekends and holidaysOur assigned contractor *** then call the contract holder directly to schedule a mutually convenient appointment during business hoursFNHW *** determine what service requests constitute an emergency and *** make reasonable efforts to expedite emergency service."
On Sunday, October 18, 2015, you contacted our Service Department and advised that you were experiencing power failure to more than half of your homeYou stated that you had been experiencing that degree of power failure since the time you originally contacted our Service Department to place the claim, however FNHW was not originally advised of the severity of your power failure at the time the SWO was placedIn response to this new information, FNHW offered you the option to go outside of our network of service providersAt this time, we also conducted an internal search in attempt to locate emergency serviceOur Dispatch Department contacted electricians in your area but were unable to locate service for that dayThe SWO was kept with Budget Electric who advised they could service your home the next day; Monday, October 19,
On Monday, October 19, 2015, you spoke to a representative from our Dispatch Department and advised that you had already received service from your own electricianYou have been provided with the email for the Authorization Department to which you may submit your invoice for review for coverage under the terms and conditions of the Home WarrantyAs of this time, FNHW has not received any further correspondence
We understand that you are requesting cancellation of your ContractPursuant to Limits of Liability #of the 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." Please be advised our records show your contract term expires on November 6,

BEWARE! I had been a very satisfied client recommending Fidelity to my real estate clients until a recent claim they denied for a furnace leaving my new homeowners out in the coldThe furnace was inspected prior to closing and although older, there was no carbon monoxide leakFidelity claimed it was "preexisting" and deniedDO NOT USE FidelityI am moving onto a company with integrity as their's is lacking along with any willingness to work with a long time customer