Fidelity National Home Warranty

This home warranty is very inefficient, take so long to book you appointmentsMy refrigerator is not working for almost months and still giving me appointments to replace pieces that had already been replacedKeep going in circlesI can't see an end on this

Initial Business Response /* (1000, 5, 2015/02/03) */
Fidelity National Home Warranty (FNHW) is in receipt of your recent correspondence to the Revdex.com
Each claim is processed under the terms and conditions of the warranty Contract and accepted or denied on that basis
Please note that FNHW has responded to your concerns through the Department of Insurance regarding our position
Should 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,
*** Department
Fidelity National Home Warranty
Initial Consumer Rebuttal /* (3000, 7, 2015/02/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
no I do not accept the response.they sell policies to home owners with hidden loopholes then they send out contractors to find those loopholes.I paid for a warranty for unforeseen problems in a home.they sell one thing home warrantyeven walmart honor their warranties
Final Business Response /* (4000, 9, 2015/02/09) */
Fidelity National Home Warranty (FNHW) is in receipt of your rebuttal letter to the Revdex.com
FNHW considers this claim to be correctly processed under the terms and conditions of the Contract and has no further comment regarding this matter through the Revdex.com
Sincerely,
*** Department
Fidelity National Home Warranty

Initial Business Response /* (1000, 5, 2014/09/24) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on September 12, Your concerns are important to our Company; I appreciate the opportunity to
respond
Please accept my apologies for any inconvenience that you and your tenants have experienced during this claim process especially during times of high temperaturesFNHW 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 FNHW has approved the use of an independent service contractor to complete the condensing unit replacement, as indicated under the Terms of Coverage #section of your Contract
You may use this letter as confirmation that FNHW has ordered a new condenser and as of September 18, is available for your service contractor to pick up at a Carrier supply house located at XXXXX S *** *** *** W in *** Our records show additional costs which include:
Filter Dryer: $
Freon: $
Flush: $
Labor: $
Once the replacement has been completed, you may submit a copy of the paid invoice to our Authorizations Department via email to ***@fnf.com or fax to XXX-XXX-XXXX
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, 2014/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Just talked to FNHW this morning, checking on the payment status after submitting the invoice on 9/25/The installation of the condenser unit was completed on 9/17/We had all the cost authorized before the installationBefore installation, I called FNHW on the price of the condenser unit and whether I can choose a better brandFNHW said you can buy a better brand but we can only reimburse you the cost of the condenser unit that we are giving you (brand: Payne $+ tax)I agreed to be reimbursed by their cost and paid the extra myselfToday FNHW told me that they had shipped the condenser unit to a pick up place that I don't even know, somewhere in Houston and they are not going to reimburse meThey said I told them to buy and shipped to this place that I don't even know it existsHow can I ask for something that I don't even know? I even called them after the installation as to how to be reimbursed, where to send the invoice and the procedureWhen they told me the brand "Payne", I was not even interested because I want a better brandHow can I ask them to order something that I don't even want? I am only asking for the price of the condenser unit which I am going to be reimbursed ie$+ taxI NEVER ask FNHW to order, I told them that this is an emergency, my tenant is staying in the house with degrees (with so many attempts over several months to repair from FNHW's contractors but still cannot diagnose the problem), that's why they agreed for us to get 3rd party contractor to install within - daysHow can I possibly wait for FNHW to order? It's common sense! It's emergency! If I waited that long, my tenant would have sue me
I want FNHW to reimburse me the cost of the condenser unit that they promised (according to their cost of getting Payne), that is $+ taxI am not responsible for the mistake that their employee madeI don't know where you ship it to but I am sure you can use it for other work orders
Final Business Response /* (4000, 9, 2014/10/13) */
Fidelity National Home Warranty (FNHW) is in receipt of your rebuttal letter to the Revdex.com
You may use this as confirmation that a total reimbursement for $1,has been processed toward the cost you paid for your condensing unit replacement servicesThe reimbursement checks totaling this amount *** arrive to you under a separate cover within 10-business days from the processed datePlease note the replacement condensing unit (Payne's ton dry Ra/c condenser model # PA13NRXXXXXG) offered is based on FNHW's cost ($+ $tax)Per your Contract's Limits of Liability #11, "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."
FNHW considers this claim to be resolved and correctly processed under the terms and conditions of the Contract
Sincerely,
Customer Care Department
Fidelity National Home Warranty

Initial Business Response /* (1000, 5, 2015/07/13) */
FNHW operates with the best of intentions and deepest respect for all of our customersWe 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 companyPlease note that your concerns were forwarded to our Vendors Relations Department to discuss directly with the company involvedAdditionally, the complaints received negatively affect the vendor's rating with our Company
As a gesture of customer service, FNHW is reimbursing the service feeThis *** appear as a credit to the credit card you used for paymentFidelity National Home Warranty operates with the best of intentions and deepest respect for all of our customersPlease accept my apologies on behalf of FNHW for any inconvenience you had with the services to the dishwasher

Initial Business Response /* (1000, 5, 2015/09/17) */
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 customersYour concerns are important to our Company;
I appreciate the opportunity to respond
Our records show that on September 8, 2015, FNHW dispatched a transfer SWO (Service Work Order) to a new vendor to assist in the resolution of your claimThe transfer SWO was sent to the company Wilson Heating and AirFNHW has been informed by Wilson Heating and Air that they completed the repairs to your air conditioning equipment on or about September 14,
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, 2014/08/28) */
Fidelity National Home Warranty (FNHW) has received your complaint through the Revdex.com a copy of which we received on August 22, Your concerns are important to FNHW; and I appreciate the opportunity to respond
Please accept my apologies for your inconvenienceFNHW operates with the best of intentions and deepest respect for all of our customersWe keep our standards in mind when selecting the companies with whom we work closely with to conduct business in a manner that reflect our valuesRest assured that your concerns were forwarded to our vendor relations department manager to discuss directly with the owner of the company that was sent by FNHWAdditionally, note that the complaints received negatively affect the vendor's rating with our Company
FNHW is returning your service fee to the credit card usedThis *** appear on your statement as a credit from FNHWPlease forward a copy of the invoice from your electrical company who did the repairs for consideration of reimbursement of the balance over the service feeYou may email this to ***@fnf.com or fax to XXX-XXX-XXXXPlease reference your address or your contract number
We value your business and look forward to a continued service relationship with youShould you have any additional questions or concerns, please feel free to contact our Authorizations Department at (XXX) XXX-XXXX
Initial Consumer Rebuttal /* (2000, 7, 2014/09/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I wish there were a way to give zero starsI am the landlord of a condo and have had Fidelity for about yearsOver the years they have been fantastic if you consider putting bandaids on equipment good serviceMy most recent experience however borders on callous, hearltless and pure crookeryWe have had them out multiple times for an a/c unit freezing up due to lack of FreonEach time they will only authorize a Freon fill (which clearly is over the limit of the amount of Freon allowed to be used on one unit prescribed by the EPA)Each time they have sent somebody out I have been told that the unit needs to be replaced as there are multiple leaks and the coil is rusted and brittleYesterday had the same story from a tech but Fidelity refused to allow him to do more than fill it with FreonBig joke!!!! The tech actually told me that this happens all the time with them until they wear the policy holder down to put in a new unit at their own expenseSo I pay $per year for bandaidsCVS could sell me a lot for that
The story unfortunately gets worseWe are in Arizona with temperatures of at the momentA tech arrived two days after the first call with a foot ladder to fix a unit on the second floor roof (feet) - how many times have you been here? This was Thursday before the long weekend and we were told a tech would come on TuesdayMy tenants are a couple in the 80s and the lady was just released from hospital and is completely non ambulatory so moving her to a hotel was not an optioncalls over the weekend to Fidelity only to be told that I was welcome to call my own provider and have a new unit installed but they refused to tell me how much they would reimburseI bought several portable units and made the condo somewhat comfortable and on Tuesday the call comes in that they will have to postpone to the following MondayAfter much haggling and fighting on the phone I managed to have them send somebody on Thursday, this being the guy who told me the unit was not repairable (and I believe him after seeing it myself) but as instructed by Fidelity he filled it with FreonNeedless to say I called them today to cancel my policy and was not even asked whyWhen I asked if they would like to know I was told that it was not necessary
PLEASE PLEASE PLEASE save your money and don't give it to these crooks
I am now in the process of replacing the unit at a cost of $- ironically the same I have spent on premiums to these criminals over the years

Initial Business Response /* (1000, 6, 2014/08/07) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on July 30, Your concerns are important to our Company; I appreciate the opportunity to respond
On behalf
of FNHW, please accept my apologies for the manner in which you felt your claim was handled by our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers
We understand that you spoke to an assistant manager in our Authorizations department in regard to the service fee for service work order #XXXXXXXPlease use this letter as confirmation that the service fee has been waived and *** not be due
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,
*** Department
Fidelity National Home Warranty

My realtor set us up with Fidelity National Home Warranty. Our water heater stopped working on a sunday morning and I immediately called Fidelity. They stated they were contacting their vendor and I would hear from them sunday or maybe monday; because this situation was an "emergency" The vendor never did contact me; I called them Monday AM along with Fideltiy. The vendor stated that they did NOT work on weekends; and could not understand why Fidelity had made this referral. The water heater was not repaired until Wednesday night 5PM. I made several phone calls to Fidelity and they condescendingly told me "we can't control our vendor's schedules" and absolutely would not "rush" this service - - as stated on sunday am.
The ratings on this company are horrible; yet realtors continue to make referrals for their clients. You wonder why referrals are made to this company automatically at closing.

Initial Business Response /* (1000, 5, 2015/10/09) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconvenience you had during this process. FNHW operates with the best of intentions and deepest respect for all of our customers. Our 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.
Our records show a service claim was called in on August 13, 2015 and a scheduled appointment was not set up until October 1, 2015 due to scheduling conflicts between you and the service technician. FNHW offered the option of using an outside independent technician under the Terms of Coverage #2 of the Contract, "Should FNHW grant the contract holder authorization to contact a contractor directly to perform a covered service, FNHW [redacted] reimburse the contract holder only if the contractor is qualified, licensed, insured, and provides fair and reasonable rates on parts and labor. Once the contractor arrives at the property and prior to the contractor performing any repairs for which the contract holder may seek reimbursement, the contract holder must contact FNHW by calling X-XXX-XXX-XXXX to confirm that service work is covered under the contract." However, this offer was declined and the service appointment with FNHW independent service contractor was kept.
Upon diagnosing the failure to the evaporative cooler, it is the technician's professional opinion that the unit required maintenance prior to covered repairs being completed.
As explained by the FNHW authorization department agent on October 6, 2015 FNHW does not cover for cleaning and maintenance. As stated in Limits of Liability #5 of the Contract, "FNHW [redacted] not perform routine maintenance or cleaning. The contract holder is responsible for providing routine maintenance and cleaning of covered items as specified by the manufacturer to ensure continued coverage of such items. For example, heating and air conditioning systems require periodic cleaning and/or replacement of filters and water heaters require periodic flushing." Once the maintenance is completed, FNHW can proceed with the covered repairs for the air conditioning condensing unit.
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 you. Should you have any additional questions or concerns do not hesitate to contact us. We value your business and look forward to a continued service relationship with you.

Initial Business Response /* (1000, 13, 2015/09/25) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for the inconveniences you had during this process. FNHW operates with the best of intentions and deepest respect for all of our customers. Our 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.
As a gesture of customer service FNHW has waived service fee and has covered the non-covered cost for modifications on the service repair.

Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our...

customers.
 
The Company has obtained information from the vendor AC Overhead Garage Door Co. and has corrected the invoicing error which resulted in the service fee statement you previously received. Please be advised the Company considers the service fee to be paid in full at this time. Should you receive any further correspondence regarding payment for the service fee for this service work order please disregard it.
 
With regard to your request for cancellation of your contract, the Company must respectfully decline your request. Please refer to the Limits of Liability #10 section of the Contract which states: “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 occur. If 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 FNHW.”
 
We believe the above information completely responds to your request. Should you have any additional questions or concerns do not hesitate to contact us.

Initial Business Response /* (1000, 5, 2014/12/04) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on November 19, 2014. 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. FNHW operates with the best of intentions and deepest respect for all of our customers.
You stated in your complaint that "Most of my claims not repaired due to technicalities of coverage." Each claim is processed under the terms and conditions of the warranty Contract and are accepted or denied on that basis. Our records show that during your Contract term with FNHW, FNHW has processed numerous service work orders and accordingly have provided coverage based on your warranty Contract.
Per our records, a service technician was at your property on or about November 17, 2014 to service your refrigerator and dishwasher. Although the refrigerator was authorized for repair, the technician found the dishwasher's drain pump was damaged because broken glass was stuck in the drain pump. This failure is not due to normal wear and tear, therefore; is not covered. As stated in the Limits of Liability #1 of the Contract, "FNHW's liability is limited to failures due to normal wear and tear during the term of the Contract."
FNHW considers this claim to be correctly processed under the terms and conditions of the Contract. Should you have any additional questions or concerns do not hesitate to contact us.
Sincerely,

[redacted] Department
Fidelity National Home Warranty

Initial Business Response /* (1000, 5, 2016/03/21) */
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers. The Company sincerely regrets the...

inconvenience to you and your family during the servicing of your range.
The Company understands that you wish to have the range repaired instead of replaced. The Company has reviewed the claim information at length and determined that replacement is authorized for this appliance due to the extent of repairs required at this time.
Please refer to the Limits of Liability #3 section of the Contract concerning replacements through the Home Warranty Contract. For your reference this section of the Contract states: "FNHW will determine whether a covered item will be repaired or replaced. Except as otherwise noted in this contract, replacements will be of similar features, capacity and efficiency as the item being replaced. FNHW is not responsible for matching brand, color and/or dimensions."
The replacement options that you have been offered are in accordance with the provisions of the Home Warranty Contract. Please review our letter of March 8, 2016, which outlines the options available to you. Should you have any additional questions or if you have reached a decision as to how you would like to proceed please do not hesitate to contact us.

Purchased this warranty when we bought our home, within a month we called the company 3 times so they can dispatch a company to check our heater. Some random company comes to our house and says the heat exchanger is cracked and the unit will have to be replaced. Fidelity said they are not going to replace our furnace and will now remove our furnace from our policy due to a prexisisting condition. We sent in our home inspection report prior to purchase and hired a 2nd company to do another inspection which resulted in the report furnace did not have a heat exchanger and was just old. Fidelity placed our furnace back on the warranty.
We have since then called 3 more times to have technicians diagnose the flame out problem in the middle of the night and the house temperatures dropping to 52 and still no solution. Fidelity has denied our claim for the past round of $60 deductible.

Initial Business Response /* (1000, 5, 2014/05/16) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on May 3, 2014. Your concerns are important to our Company; I appreciate the opportunity to respond.
Please be...

advised that each claim is processed under the terms and conditions of the warranty contract and accepted or denied on that basis. As you have been made aware, FNHW was unable to provide service for your Sub Zero freezer as this freezer is not an integral part of the refrigerator. Please refer to the "Kitchen Refrigerator" section of your Contract, which states, "freezers that are not an integral part of the refrigerator are not covered." A letter of denial will arrive under a separate cover.
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 you. 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 /* (3000, 7, 2014/05/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Was "Sold" an extra charge option to cover refrigerator/freezer. Company was aware of the freezer serial no at the time, and has even provided warranty coverage for it in the past. Only when it became "expensive" ( over $2k ), did they pull out the "fine print" BS.
Final Business Response /* (4000, 9, 2014/05/21) */
Fidelity National Home Warranty (FNHW) is in receipt of your rebuttal letter to the Revdex.com.
FNHW stands by its decision regarding the denial of your Sub Zero freezer as this freezer is not an integral part of the refrigerator. Please review your contract under the "Kitchen Refrigerator" provision which reads: "Freezers that are not an integral part of the refrigerator are not covered."
FNHW contends this claim was properly denied under the terms and conditions of the contract. We are very sorry that we were unable to approve repairs for this claim.
We do hope that we [redacted] be able to service your home warranty needs in the future. Thank you for taking the time to read this letter.

Sincerely,
Customer Care Department
Fidelity National Home Warranty

Initial Business Response /* (1000, 5, 2014/11/03) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on October 17, 2014. 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 basis. Our records show that a service technician was at your property on or about June 10, 2014 and found that the motor and pump had failed for your swimming pool/spa and needed to be replaced. However, he left the connections disconnected because he advised that an electrician was needed to install a missing quick disconnect in order to meet proper code criteria and inspect the circuit breaker because it was arching.
The records show that on or about June 25, 2014, an electrician replaced a 50-amp circuit breaker for your swimming pool/spa. Please note that in regards to the missing disconnect, FNHW is not responsible to install missing parts. You may refer to your Contract's Limits of Liability #5 section for verification of this information. This provision advises: "FNHW is not responsible for repairs or replacements due to disassembled or missing parts."
To have a missing disconnect does not meet proper code requirements or criteria. As stated in Limits of Liability #4 of the Contract, "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 Contract."
Our technician returned and found that the main electronic control board shorted. This board supplies power to the entire swimming pool/spa system. As stated in the Swimming Pool and/or Spa Equipment section of the Contract, "electronic/computerized controls and/or control panels" are not covered.
You then contacted our office on or about September 13, 2014 for a possible recall and advised that your spa was leaking. Our technician returned and advised that although the circuit breaker was replaced, the quick disconnect was still missing. We understand that the spa has been in continued use, although the control board was shorted, as chemicals have been added to the spa. These added chemicals have in turn damaged the pressure switch and caused leaking. This failure is not due to normal wear and tear, therefore; is not covered. As stated in the Limits of Liability #1 of the Contract, "FNHW's liability is limited to failures due to normal wear and tear during the term of the Contract."
This is a separate failure and unrelated the original motor and pump failure.
FNHW considers this claim to be correctly processed under the terms and conditions of the Contract.

Sincerely,

Customer Care Department
Fidelity National Home Warranty
Initial Consumer Rebuttal /* (3000, 7, 2014/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In their response, they mentioned " We understand that the spa has been in continued use, although the control board was shorted, as chemicals have been added to the spa. These added chemicals have in turn damaged the pressure switch and caused leaking. " which is totally not true, since we start the repairing process, we never use the spa or add any chemicals or ask any other technician to repair our spa other than the technician sent by insurance company. As they mentioned, it is their technician disassembled the parts and he did not recover and later on insurance company said they don't insurance any disassembled parts. This is very unreasonable for us. So each case the insurance company can send some technician and disassembled the part and then denied the services?
As we mentioned, all the process our spa was only touched by their technician, we never used the spa or add any chemical stuff, they didnot fix our spa, also they cause our spa leaking. Their technician also said our electric panel was bad to ask us to replace it but in fact it is working. Upto today, their technician still not fixing our spa leaking issues. Totally dishonest and not responsible service. They also send me the different [redacted] by open the different cases. What we saw is that they sent the unqualified technician messed up our spa and then deny the service by all different sort of reasons. Totally unsatisfied!!
Final Business Response /* (4000, 9, 2014/11/10) */
Fidelity National Home Warranty (FNHW) is in receipt of your rebuttal letter to the Revdex.com. Please allow us to explain coverage as it pertains to your swimming pool/spa. FNHW processes all claims according to the terms and conditions of the warranty Contract.
Upon further review of your correspondence, FNHW stands by its decision regarding the denial of your swimming pool/spa claim. As you have been advised, in terms of the original failure you called in for your motor and pump, an electrician is needed to install a missing disconnect, please refer to your Contract's Limits of Liability #5 section for verification of this information. This provision advises: "FNHW is not responsible for repairs or replacements due to disassembled or missing parts." In addition, to have a missing disconnect does not meet proper code requirements or criteria. As stated in Limits of Liability #4 of the Contract, "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 Contract."
Our pool technician returned after an electrician replaced a bad 50-amp circuit (which FNHW authorized) and found the main electronic control board shorted. This board supplies power to the entire swimming pool/spa system. As stated in the Swimming Pool and/or Spa Equipment section of the Contract, "electronic/computerized controls and/or control panels" are not covered. At this same trip, our technician noted that the quick disconnect was still missing. He advised that although the control board was shorted, chemicals were being added to the spa/spa in continued used. By adding these chemicals, the pressure switch was damaged and leaking. This failure is not due to normal wear and tear, therefore; is not covered. As stated in the Limits of Liability #1 of the Contract, "FNHW's liability is limited to failures due to normal wear and tear during the term of the Contract."
Because this is a separate failure and unrelated the original motor and pump failure, a new service is due. As stated in the Terms of Coverage #3 section of the Contract, "There is a $60.00 service call fee due for each trade call, or actual cost of service, whichever is less, paid to the independent service contractor at the time of service."
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,
[redacted] Department
Fidelity National Home Warranty
Final Consumer Response /* (4200, 11, 2014/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I mentioned in the previous email. The electric contractor was hired and sent by FNHW. We don't have any contact information about him. If he did not finish his job by recover his dissembling part. You should ask him to redo his job instead of denying our request for your contractor's undo job.
Secondly, we have already tell you that we NEVER add any chemical stuff in the spa. If your technician said that, please ask him to show the evidence. You are welcome to send any other technician over to verify this. What your technician said and did made us doubt his professional level. Your irresponsible attitudes to treat your client really made us shocked and disappointed.

Initial Business Response /* (1000, 8, 2015/09/08) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconvenience you had as a customer of our company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Our...

records show that the correct unit was ordered and installed. As a gesture of customer service FNHW paid the non-covered cost of this 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 you. Should you have any additional questions or concerns do not hesitate to contact us. We value your business and look forward to a continued service relationship with you.

Initial Business Response /* (1000, 7, 2015/03/03) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on February 20, 2015. 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. FNHW 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 that a service technician is scheduled for March 4, 2015 between 8-1. A representative [redacted] contact you regarding your garage door opener claim once the technician has made an evaluation of the failure. Please note per the Contract's Limits of Liability #1, "FNHW's liability is limited to failures due to normal wear and tear during the term of the Contract."
In regards to the service fee in conjunction with your garage door opener service work order, FNHW is unable to reimburse per the Contract's Terms of Coverage #3 section which states, "A $65.00 fee is due for each service trade request and is paid to the contractor upon arrival at the home. For example, if a contract holder needs both a plumber and an appliance technician, each [redacted] require a separate service trade call fee. The 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 appointment. Failure to pay a fee [redacted] result in suspension of coverage until such time as the proper fee is paid. Upon receipt of that payment, coverage [redacted] be reinstated for the remainder of the Contract term."
In response to your request to cancel your Contract, pursuant to Limits of Liability #10 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 occur. If 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 FNHW. Upon 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 /* (3000, 9, 2015/03/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After several calls to fidelity, finally they agreed to send the garage technician again. A customer should not go back and forth to resolve the issue. We have already paid Fidelity. That means its their duty to finish the job honestly and politely. Even after paying the money they have asked for, customer should call and follow up and hear to what their so called inexperienced managers have to read out to us from their standard answer list. We are not getting the job done for free. Mind you we have paid you for your service. Don't just loot the customer's money. $65 is for a service call and not a technician to visit the house to tell us that he cannot do anything without even seeing or hearing to the problem. Its exactly like paying for an X-ray and you don't get an xray because the machine is broken or because of some mistake with the technician. But you are harassed to pay for the x-ray just because you visited the clinic even though you did not get an x-ray report. That's how Fidelity runs. Fidelity Home Warranty is just a scam to fool people.
Final Business Response /* (4000, 11, 2015/03/18) */
Fidelity National Home Warranty (FNHW) is in receipt of your rebuttal letter to the Revdex.com.
Please note that FNHW processes all claims according to the terms and conditions of your warranty Contract. We understand that you are upset regarding how you feel FNHW handled your claim. As a gesture of customer service and in the hopes to completely resolve your claim, FNHW [redacted] reverse the $60.00 service fee you paid that is in reference to the Service Work Order (SWO) for your garage door opener services and [redacted] appear as a credit on the card used.
We value your business and look forward to a continued service relationship with you. If you have any additional questions or concerns, please do not hesitate to contact us.

Sincerely,
[redacted] Department
Fidelity National Home Warranty

Initial Business Response /* (1000, 5, 2015/04/22) */
Fidelity National Home Warranty (FNHW) is in receipt of your complaint to the Revdex.com. Your concerns are important to our Company; I appreciate the opportunity to respond.
Upon review of your complaint I understand that...

you are dissatisfied with the denial decision in regard to several failed plumbing items in your home. Please be advised that each claim is processed under the terms and conditions of the warranty and accepted or denied on that basis.
Our records show the independent service contractor's plumbing technician reported that the kitchen faucet broken not due to normal wear and tear; but, by force. The master bathroom sink's pop up assembly and the bottom of the bathroom faucet were missing, and the upstairs master bathroom toilet disassembled. Subsequently, the claim was denied as per the Contract's Terms of Coverage #5:
"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 defects. Except where otherwise noted in this contract, failures due to improper previous repair or installation of appliances, systems or components is not covered. FNHW [redacted] not perform routine maintenance or cleaning. The contract holder is responsible for providing routine maintenance and cleaning of covered items as specified by the manufacturer to ensure continued coverage of such items. For example, heating and air conditioning systems require periodic cleaning and/or replacement of filters and water heaters require periodic flushing."
Our authorization department assistant manager notes the contract on April 16, 2015 that ** advised that you may submit a second opinion for our review as per the Contract's Limits of Liability # 2:
"FNHW reserves the right to obtain a second opinion at its own expense. The contract holder may order their own second opinion, but shall be responsible for the cost of said opinion."
Please be advised FNHW does not reimburse for work done outside of the Contract. You must submit the second opinion prior to having work done for review. You may submit via email to [redacted]@fnf.com or fax to XXX-XXX-XXXX.
In response to your request for replacement of the faucet, please note that faucets are replaced with "chrome builder's standard" faucets as per the Comprehensive Plus Plan plumbing coverage description. In regard to the repair request for the damage to the ceiling below the leaking toilet, FNHW does not cover for secondary damage 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."
Initial Consumer Rebuttal /* (3000, 7, 2015/05/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There are certain disputes and errors in their response of the issues:
With regards to the kitchen faucet, the technician did not bother to closely examine the faucet. To simply draw a conclusion based on a glance is not only unprofessional, but egregious to how this whole affair is being handled. The faucet is very nice and convenient. As stated, the faucet was used in a normal way. It would require a tremendous amount of force to break it. If the technician were to take the time to closely examine the faucet, he would have noticed that the break arisen from some defect rather than by some force.
The upstairs master bathroom sinks were not properly installed as evidenced by the missing or broken pop up assembly. Otherwise, why would the pop up assembly be missing? The technician mentioned that, but failed to report it to FNHW.
The upstairs master bathroom toilet had to be disassembled to prevent further leakage and damage to the floor and walls. Per their Limit of Liability #6, since secondary damages are not covered, removing the toilet was the prudent thing to do to prevent further damage! I did not want the toilet to fall through the floor as it looks as it will, judging by the falling ceiling and rotting wood as seen downstairs directly under the toilet. Are they suggesting that I let the toilet fall through the floor? Are they more than willing to pay for the repairs to the toilet, the pipes and the structure as they are all part of the system?
As to the request for replacing the faucet with the same or similar make/features, please note Limits of Liability #3: "FNHW will determine whether a covered item will be repaired or replaced. Except as otherwise noted in this contract, replacements will be of similar features, capacity and efficiency as the item being replaced. FNHW is not responsible for matching brand, color and/or dimensions." As I requested before, it doesn't have to be the exact model, but one that is similar in features. But this sounds like you are considering replacing the faucet, an indication to the acceptance of my claim.
Also, please note that in the body of the Contract, there is a section titled, "IMPROPER INSTALLATIONS, REPAIRS OR MODIFICATIONS," which states "COMPREHENSIVE ITEMS: FNHW will repair or replace a system or appliance that has failed due to improper installation, repair or modification. If the improper installation, repair or modification violates a code requirement, the $250.00 Code Violation applies as stated." This seems to supercede or contradict the Limits of Liability #5 clause.
One last thing: I've notice that there is no mention of the faucet in the downstairs bathroom in the response. This is an indication that you accept my claim for this faucet to be repaired or replaced, so I expect to be contacted as to when you [redacted] send a technician to make the repair/replacement.
As for the other claims, I [redacted] seek a second opinion and notify you shortly.