Fidelity National Home Warranty

Initial Business Response /* (1000, 5, 2015/05/22) */
Fidelity National Home Warranty (FNHW) has received your complaint through the Revdex.com a copy of which we received May 18, 2015. Your concerns are important to FNHW; and I appreciate the opportunity to respond.
Our...

records show that you spoke with a FNHW Assistant Authorization Manager. FNHW approved replacement of the refrigerator; however, our suppliers could not match all the features of the Samsung unit and therefore FNHW is providing cash in lieu of replacement.
Please accept my sincere apologies for the manner in which you felt your claim was handled by our Company. FNHW operates with the best of intentions and deepest respect for all of our customers. We appreciate you providing us with your experience as it gives us the opportunity to improve the service we provide to our customers.
Sincerely, [redacted] Manager

This Homa Warranty is one of the biggest scams out there! We purchase a home 3 weeks ago in Texas. At closing we were given by the seller a "Home warranty" that they paid $500.00 for a year in case something went wron. The day we moved in the A/C stopped working, again Texas in summer 100 degrees outside. We called to request service. At the time they found our info and told us it would be 7-10 days before they could do something. I paid out of my pocket $300.00 to fix the problem mind you my husband has cancer. Now again, the toilet tank broke they want me to pay $65.00 to replace the tank only when a new toilet cost $99.00 and yes the toilet in this house is 16 years old. That brings my current tally to $400.00 Is this a scam or what. I called to complaint and they basically said too bad so sad.......I will go to the local TV station with this also.....

Initial Business Response /* (1000, 5, 2016/02/11) */
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.
We understand that you wish to cancel...

your contract which came into effect on October 17, 2015. Our records show the Company explained to you the process through which you may request cancellation of your contract. Please refer to the Limits of Liability #10 section of the contract which states in relevant part; "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 any service costs incurred by FNHW. A 10% monthly penalty shall be added to refunds not paid or credited within 45 days after the return of this contract to FNHW." Should you wish to proceed with cancellation of your contract you may submit your written request, signed by all legal owners of the property, to the Company's Inbound Sales Department for review and further processing.
Should you have any additional questions or concerns do not hesitate to contact us.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If I was willing to give money to this company for being lied to I would have submitted a cancellation request as they asked. No amount of explanation is sufficient to warrant receiving funds for this type of sales practice. I am not willing to settle for paying for the privilege of being lied to during the sales process. The correct response from this company would be to apologize, correct their sales process and refund their ill-gotten gains. I suspect that I am not the only consumer that has been treated this way by this customer. This company needs to understand about fair sales practices and abide by them. I do not accept their offer of no offer.
Final Business Response /* (4000, 9, 2016/02/23) */
Each claim is processed under the terms and conditions of the warranty contract and accepted or denied on that basis. Our records show that you reported a pressure regulator was missing from the gas supply line which services your pool/spa heater. The Company understands that you contend this condition is an improper previous repair and that it should fall under the Comprehensive Option coverage section of the contract. Conversely, the Company constitutes this condition as a missing part which is not covered pursuant to the Limits of Liability #5 section of the contract. For your reference, this coverage section states: "FNHW is not responsible for repairs or replacement due to misuse or abuse, disassembled or missing parts."
The Company considers this matter 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.
Final Consumer Response /* (4200, 11, 2016/02/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As expected, the provided interpretation is not correct, nor does it cover the point of contention. The Warranty I had originally covered major equipment (and we paid extra to include the above ground pool equipment)for failure to operate as designed by cause of improper installation. I was told that the terms of the original warranty were the same as the new company had purchased to previous company. Only when I tried to file a claim, I was told that items that had been repaired previously (rollout switch replaced) were not eligible to be repaired again under the new warranty. I was also informed that it was not covered at all as the real issue was that a pressure valve is required and was not installed, and the new warranty does not cover anything installed incorrectly. A completely different story from "service" than from "sales". According to "sales" these are covered. According to "service" almost nothing in the home is covered as it is easy to say it was a manufacture defect, use issue, installation issue, ...
This is the backbone of this complaint. Companies should not be able to sell consumers a product and then fail to deliver, period. Two different departments in the same Company can play games all day long, interpreting the words in the agreement as it best suits their purpose and needs. Many Companies do not do this and provide the service as promised. Some companies do. It is beginning to be very clear that this company is the latter. It is not enough for buyer beware, but rather, buyer - get a lawyer and rewrite the service agreement to remove the "wiggle room" that [redacted] interpreted loosely by need/want.
I am trying to handle this using the Revdex.com's services. However, it appears that this company is not going to own up to it's practices and do the right thing. This is unfortunate. I can only hope that other consumers learn about these business practices before they give away their hard earned money.

Beware. This company sent non-credible plumber. He didn't even know a gas valve is in violation of California building code. When I asked how they picked the contractor, they said it's based on "customer review". I told them the Yelp review is only 2 stars for this plumbing company, they said they don't use Yelp, but their own review. Also, they didn't cover expedited shipping. It has been 5 days now (it's winter), we're still waiting for gas valve control part, and for 5 days we don't have hot water. Go somewhere else, don't buy policy from this company.

Initial Business Response /* (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, 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.
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 company was at your problem and found a problem with the underground air tubing for your spa. Please 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 sent. This 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 you. 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, 2016/01/27) */
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. Please be advised that as a gesture of...

customer service the Company has waived the service fee in conjunction with this claim. FNHW considers this matter to be resolved.
We believe the above information completely responds to your request. We value your business and look forward to a continued service relationship with you.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I have nothing positive to say about this company. We just moved into our house and I called to get a plumber out to fix our bathroom sink that wasn't draining properly. We also had a cracked sewage pipe that we weren't sure if it was covered by the warranty. The rep assured that the bathroom sink was covered and would be repaired. I had to pay $65 for the service call. I should have waited and paid, but I paid in advance. When the tech arrived he said he couldn't repair the sink and that the pipe was not leaking so it wasn't covered. So I essentially wasted $65. I called back to dispute the charge. I was forwarded to a supervisor named, [redacted]. [redacted] has 0 customer service skills. He was abrupt, rude, and interrupted me several time to try and get his point across. He at one point told me to "listen". I remained calm but [redacted] was not. He had a pointed tone and was more concerned with being right than making his customer happy. He has no business talking to customers much less being a supervisor. I'll never use their services again. It's a rip off and they clearly don't value good customer service.

Initial Business Response /* (1000, 5, 2015/09/04) */
Please accept my apologies for the manner in which you felt you were treated as a customer of our 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 on or about the date of August 4, 2015, the technician from Compliance Alliance Retrofitting, Inc. reported two shower valves, a gate valve, and the water heater were rusted and leaking. FNHW determined these failures could not have occurred within the coverage period, therefore; are not covered. As stated in "Terms of Coverage" #10 of the Contract; Covered systems and/or appliances must be in good, safe working order at the start of contract coverage." Unknown pre-existing conditions [redacted] be covered if, at the time coverage began, the defect or malfunction would not have been known to the homeowner, tenant, buyer, seller, agent, or home inspector by a visual inspection and/or by operating the system or appliance. Known defects of covered items found at the time of a home inspection report are excluded from coverage until proof of repair is received by FNHW."
The corrosion and rusted condition is visible. These items could not have been in in good, safe working and failed to this degree due to rust and corrosion, from when the contract began approximately three weeks prior to the claim being submitted.
As a gesture of [redacted] the service fee for this claim has been waived.
FNHW was pleased to assist with cash in lieu of the replacement of the microwave hood, and the repairs to the dishwasher. It is our hope that the true value of this home warranty coverage [redacted] be beneficial and convenient as FNHW aims to provide the highest levels of service to you.

If you believe all or part of the claim has been wrongfully denied or rejected, you may have the matter reviewed by the California Department of Insurance, 300 South Spring St., Los Angeles, CA 90013 (phone XXX-XXX-XXXX).
Initial Consumer Rebuttal /* (3000, 7, 2015/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The water heater was not the only repairs needed. There are 2 shower valves and main water shut off valve (possible regulator. Not sure of what it is called). They are only naming the water heater. I was asked to fax a copy of our inspection report to prove it was not spotted at time of inspection and therefore not known by seller, buyer or their agents, which I did, but they would not except it because it was not submitted on letterhead.
I was told that is the reason the claim was denied. I have spoken to the inspection company and they offered to give me a copy of the report on their letterhead. Originally it was not needed on letterhead at time of escrow. I [redacted] fax the letterhead report as requested by Fidelity if they are willing to honor their contract and do the repairs. I am even willing to for go the water heater repair if they pay for the repairs to the shower valves and water regulator valve.
Final Business Response /* (4000, 9, 2015/09/17) */
FNHW has reviewed its analyst of the claim and its position remains the same. It is the professional opinion of our independent licensed service provider and our authorization team that these plumbing failures are due to rust and corrosion. The claim denial is supported by the fact that the rust and corrosion was visible, on the water heater, the shower valves, and the rusted out one inch gate valve. The poor condition of these plumbing items could not have occurred within the 20 days of the contract order date July 2, 2015, (which is also the date the property closed escrow) and when you placed the claim on July 24, 2015.
As stated in "Terms of Coverage" #10 of the Contract; Covered systems and/or appliances must be in good, safe working order at the start of contract coverage." Unknown pre-existing conditions [redacted] be covered if, at the time coverage began, the defect or malfunction would not have been known to the homeowner, tenant, buyer, seller, agent, or home inspector by a visual inspection and/or by operating the system or appliance. Known defects of covered items found at the time of a home inspection report are excluded from coverage until proof of repair is received by FNHW."
Final Consumer Response /* (4200, 11, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I was speaking to Fidelity customer service, I was told that if I supplied our home inspection report they would consider fixing the repairs. Once they received the report I was told that they would not accept it because it was not on proper business letterhead, not because the pipes were old as they are saying now. As line #10 states in the terms of coverage, "Unknown preexisting conditions [redacted] be covered if, at the time coverage began, the defective or malfunction would not have been known to the homeowner, tenant, buyer, seller, agent or home inspector by a visual inspection and or by operating the system or appliance." The inspection report did not state the problem, so how were we expected to know there was a problem? If they listen to the recorded conversation, they [redacted] know that the CSR only requested the inspection report and then the request was denied because the report was not on "professional letterhead". This is the problem that needs to be addressed.

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

I had an extremely negative experience with Fidelity National Home Warranty.
[redacted] to see all the other negative reviews. There is no recourse once you give them your money except contacting your agent and their company to ask them not to refer a company that makes you use their choice of a repair man-- who can't or refuses to see a leak. They know busy buyers will not read reams of fine print and the consumer pays for it. My local Consumer Watch association will be following up wtih them. They have unbelievable long hold times and unprofessional customer service people that refuse all reason. Please investigate all the complaints.

Initial Business Response /* (1000, 5, 2015/02/27) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on February 13, 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 indicate a technician was at your property on or about February 7, 2015 and found that there were no mechanical failures with your refrigerator. He advised that due to the condition of the pedestal that the refrigerator sits on, it does not allow for the refrigerator to be properly secured. To correct the pedestal is not covered, as stated in Terms of Coverage #8 of the Contract, "FNHW covers only those parts, systems and/or appliances specifically mentioned as covered and excludes all others."

Additionally, the technician found there was a failure with your oven. FNHW determined this failure could not have occurred within the coverage period and therefore is not covered. As stated in Terms of Coverage #10 of the Contract, "Covered systems and/or appliances must be in good, safe working order at the start of contract coverage. Unknown pre-existing conditions will be covered if, at the time coverage began, the defect or malfunction would not have been known to the homeowner, tenant, buyer, seller, agent, or home inspector by a visual inspection and/or by operating the system or appliance. Known 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."
It is our 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.
Thank you for your business, we look forward to a continued service relationship with you.

Sincerely,

[redacted] Department
Fidelity National Home Warranty
Initial Consumer Rebuttal /* (3000, 7, 2015/03/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A copy of your answer went to my attorney, and he [redacted] take it from here.
Final Business Response /* (4000, 9, 2015/03/17) */
Fidelity National Home Warranty (FNHW) is in receipt of your rebuttal letter to the Revdex.com.
FNHW processes all claims according the terms and conditions of your warranty Contract. Upon further review of your complaint, FNHW stands by its decision regarding the denial of your oven claim. Please review your Contract terms specifically in regard to known defects of coverage items located under Terms of Coverage #10 which reads:
"Covered systems and/or appliances must be in good, safe working order at the start of contract coverage. Unknown pre-existing conditions [redacted] 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 appliance. Known 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."
Additionally, FNHW stands by its decision regarding the denial of your refrigerator. There were no mechanical failures with your refrigerator. The technician advised that due to the condition of the pedestal that the refrigerator sits on, it does not allow for the refrigerator to be properly secured. As stated under Terms of Coverage #8, "This contract covers only those parts, systems and/or appliances specifically mentioned as covered and excludes all others." Pedastals are not specifically mentioned as covered.
FNHW considers this claim to be correctly processed under the terms and conditions of the Contract.

Sincerely,
[redacted] Department
Fidelity National Home Warranty
Final Consumer Response /* (4200, 11, 2015/03/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1. I opened another service order for my AC, and a technician came and fix it right away. Thank you for that.
2. The fridge- you have a point, and I except it. But, when I called to open a service call for the fridge, and described in detail the issue, you could have said that it's not covered- you charged me $65 for a service call instead.
3. The inspection shows no evidence of oven failed, and the part needs to be replaced.
4. Plumber came to another service call, and "his opinion" was that the leak in the shower is pre existing condition. In the meantime- the handle of that shower faucet left in my hand. No evidence of that leak nor broken faucet in the inspection report as well.
I'd gladly share the entire inspection report.

Initial Business Response /* (1000, 5, 2015/11/04) */
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.
We understand from your complaint that you advised the customer service representative the breaker was overloaded when you placed the service request. The 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 $65.00 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 #3 of the Contract, as a gesture of customer service FNHW has waived service fee. 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, 5, 2014/06/16) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on June 10, 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. Please use this letter as confirmation that your claim has been further reviewed in regard to the removable drawers for your refrigerator and is denied as per the "Kitchen Refrigerator" provision of your Contract, which states: "Any removable component which does not affect the primary function is 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.
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, 2014/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The "Kitchen Refrigerator" provision which states: "Any removable component which does not affect the primary function is not covered." does not apply to this case due to:
1. The drawers are not the damaged part.
2. The damaged part is the fixed frame inside the fridge which holds the drawers so it is not a removable part.
3. The damage affects the primary function of the Refrigerator
Final Business Response /* (4000, 9, 2014/06/25) */
Fidelity National Home Warranty (FNHW) is in receipt of your rebuttal letter to the Revdex.com.
Upon complete review of your correspondence, FNHW stands by its decision regarding the denial of your refrigerator claim. The technician found two removable drawers for the refrigerator were broken and needed to be replaced; however, these drawers do not affect the primary function of the refrigerator. Please review your Contract terms specifically in regard to removable components under the "Kitchen Refrigerator" provision of the Contract which reads: "any removable component which does not affect the primary function is not covered."
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
Final Consumer Response /* (4200, 11, 2014/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is simply not correct.
As I explained before, the problem is in the fixed frames that hold the drawers. These are not removable components. And they affect primary function of the refrigerator.
FNHW sent unqualified contractors and encourages them to avoid making any expensive repairs. By doing so, FNHW avoids paying for the repairs and homeowners have to hire the same contractor to fix the problem and pay them out of pocket. This is not what the contract I have with FNHW promised.

Well been a customer for well over 5 years. They service call have be good, used them 3 years back responded well fixed unit now problem next day. Just had a failure in my AC unit. 110 out and it took them 5 hour to place a service call to an AC company. Followed up by them using an over booked company that could not help me for 3 days in this heat. Well, I'm sick from heat and my animals are struggling. Worst part is all I'm get is negative attitudes from customer service and I still haven't see a tech. Oh yeah I'm the one dealing with the AC company on schedule and Fidelity has given me absolutely no positive responses or accelerated help in dealing with this matter. This company has lost all my respect and will be losing my business and I wont keep this to myself at all.

AVOID THIS COMPANY!!! Do not use their "services" whatsoever. My girlfriend and I purchased a home and the former owner purchased this warranty to cover the furnace, air conditioner, and water heater which range in age. Two days after moving in the furnace broke down. I called the warranty company and got the process going which was made much harder than it should've been. They required to talk to the technician about repairs which would've been fine had I not been on hold for 45 minutes which the tech couldn't stay for ultimately resulting in a giant waste of time and unneeded frustration. A 20 degree week later with a 6 week old infant in the house I finally got the tech to the house and a person on the phone at the same time which they ultimately denied my claim because the furnace was "old" despite the fact that the contract doesn't say that absolutely anywhere. Since I have to replace the furnace and the warranty is suppose to cover it I begin the process of getting transferred for 2 hours to this person or that that couldn't help us but could transfer us to someone who could (they couldn't and transferred us) which was a giant loop of being on hold for an automated menu that literally only gives you options to get someone who can't help you and transfers you to the menu. The furnace aside, the transfer/hold issue is one of the most infuriating processes I've ever been through in my entire adult life. To top it off I asked for a refund (another giant loop of transfers) which they then insist on taking out $50 for "admin fees" which is ridiculous considering I'm not charging them for all the work I missed not is the technician charging them for the 2-3 hours he was nice enough to waive to get the work through the warranty. They transferred me again and again until I finally got one person who helped me and made it seem as though everyone else was purely trying to discourage me so I would just go away. One "supervisor" I got literally talked over me the entire time which led me to tell them I'd review them on Revdex.com and she laughed about it then transferred me.
Long story short, this company jerked me around for a week to ultimately deny my claim all the while I have a 6 week old infant in a cold house. If you plan on purchasing a warranty from these people, DONT!!! Just take $400 out of your account and burn it. You'll get more heat from that then you'll get from them actually fixing your furnace.

Initial Business Response /* (1000, 5, 2014/11/20) */
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.
I...

would like to apologize on behalf of FNHW for the inconvenience you felt as a customer of our Company. 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. By 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.
We additionally keep these same thoughts in mind when selecting the companies with whom we work closely with. Rest assured your concerns were forwarded to our Vendors Relations Department manager to discuss directly with the company's owner. FNHW monitors all vendors for quality to ensure the utmost service is being provided to you.
Each claim is processed under the terms and conditions of the warranty Contract and accepted or denied on that basis. Our records show the receiver to your master bedroom ceiling fan failed and needed to be repaired. We understand that as of November 19, 2014, our records show this has been completed.
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.
Thank you for your business, we look forward to a continued service relationship with you.

Sincerely,

[redacted] Department
Fidelity National Home Warranty

Initial Business Response /* (1000, 8, 2015/08/17) */
Fidelity National Home Warranty (FNHW)operates with the best of intentions and deepest respect for all of our customers. When you FNHW you have every reason to expect quality customer service. Clearly that did not happen from what you...

describe, and I regret that you treated rudely by one of our service representatives. I have forwarded you letter to the manager to address with the service representative directly. Please accept my apologies on behalf of FNHW.
Our records show that there was a water leak through the ceiling of your living room. FNHW dispatched a local plumber in your area who advised that he needed to access through the sheet rock in the ceiling. The records show that you were advised by our representative of the closing to a rough patch finish as per the Pluming System and Stoppages coverage description of your contract. "Limits: The access, diagnosis and repair of concrete-encased or inaccessible plumbing lines is limited to $1,000.00 aggregate per contract term. FNHW [redacted] provide access through unobstructed walls, ceilings, floors, concrete slabs and the like, and [redacted] return all openings made for access to a rough finish only, subject to the $1,000.00 limit indicated. FNHW is not responsible for trim, texture, paint, wallpaper, tile, carpet, or the like."
Our records confirm that the dispatched plumbing company does not do sheet rock repairs, and that there was no one available in your area to close the approximate one foot by one foot opening of the sheet rock in the ceiling through FNHW; therefore, FNHW provided $100.00 cash in lieu for closing the sheet rock to a rough patch pursuant to the contracts Limits of Liability #11 which states "FNHW has the right to offer cash in lieu of repair or replacement of a covered system and/or appliance in the amount of FNHW's actual cost to repair or replace such a system or appliance. The amount reimbursed or paid as cash in lieu may be less than the retail or actual costs incurred by the contract holder."
The records show the cash in lieu check was mailed on or about August 5, 2015. As a gesture of customer service FNHW is refunding the $65.00 service fee you paid. This check [redacted] arrive under separate cover within 10-15 business days.
We hope that the value of this home warranty coverage [redacted] be beneficial and convenient to you as FNHW aims to provide the highest levels of service. 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, 5, 2015/10/15) */
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.
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 company. Your concerns were forwarded to our Vendor Relations Department to discuss directly with the company involved. Please 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 basis. Our 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 #4 and #10 advise that FNHW is not responsible for the cost to meet the proper code criteria, and not responsible for the cost of modifications.
4. 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. FNHW [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.
7. 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 contract. Our records show on or about the date of October 4, 2015 you accepted the cash in lieu of repairs. As a gesture of customer service, FNHW is reimbursing your service fee. This [redacted] show as a credit on the card that was used for this claim.

Initial Business Response /* (1000, 5, 2014/06/11) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on June 6, 2014. Your concerns are important to our Company; I appreciate the opportunity to respond.
Please...

accept my apologies for any inconveniences you felt 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 your air conditioning claim has been resolved. As a gesture of customer service, FNHW has processed a check in the amount of $1,000.00 on June 10, 2014, FNHW's cost toward your air conditioning compressor replacement. This reimbursement check will arrive under a separate cover within 10-15 business days from the processed date.
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, 7, 2014/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, I need to be clear that I did receive a check from them for $1,000. This however was a lot less than my out of pocket expense of over $2,000 to repair the unit. It took them three weeks, speaking to over 8 representatives (most of which never returned my call even when they said they will and finally a call to CEO of the company to resolve my issue. Clearly a CEO should not be bothered with this kind of detail, but this company is so poorly managed that it needs to be escalated. After all this, I only got 1/2 of what I paid. If they hired a competent contractor in the first place, none of this would have happened.
At the end of it, I am NOT a satisfied customer. They told me this rarely happens, which I cannot believe is true since I am one person and this happened to me 2 years ago and I went thru the same process and even though they fixed it last time, it took over 3 weeks and with a lot of complaining. I do appreciate the Revdex.com for stepping in since if they did not, I don't think this company would have come thru and fulfilled their agreement to provide coverage that I paid for.
Final Business Response /* (4000, 9, 2014/06/25) */
Fidelity National Home Warranty (FNHW) is in receipt of your rebuttal letter to the Revdex.com.
Each claim is processed under the terms and conditions of the warranty contract and accepted or denied on that basis. Our records show that on June 10, 2014 you spoke to a manager in our Customer Relations department in an attempt to resolve your air conditioning claim. You were then offered reimbursement according to comparable replacement costs of your air conditioning compressor. As stated under the "Limits of Liability" #11 section of your Contract, "the amount reimbursed or paid as cash in lieu may be less than the retail or actual costs incurred by the contract holder." Please note that the cost to FNHW for the replacement of a 5-ton compressor (largest size) was $845.49, however as a gesture of customer service, $1,000.00 was offered and you accepted.
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
Final Consumer Response /* (4200, 11, 2014/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I stated earlier, they did pay me the $1,000 for the repair. I am not happy with that amount since as they claim their cost is much less, but after waiting for 3 weeks, I had to take action and hire my own contractor since the temperature was over 85 degrees. The issue with the A/C was simple to repair, but they could not hire a competent company to do the repair. I want this case to be shown to others and to their management that it should NOT take 3 weeks and talking to 8 representatives and STILL not have them fix it. This is clearly poor customer service and I should have been reimbursed for my cost. I don't want this to go back to and forth, but I do wish for Fidelity to address their customer service issue and start hiring competent customer service reps and contractors. None of this would have happened if they did and I would be a happy customer.

Initial Business Response /* (1000, 5, 2015/07/15) */
Upon further investigation, review of the facts of this claim and of the documents you have submitted, FNHW is reimbursing you in full less the $65.00 service fee. The check [redacted] arrive to your home under separate cover within 10 business...

days. Please accept my sincere apologies on behalf of FNHW for your inconveniences in the claim process for your air conditioner.
When you purchase a Fidelity National Home Warranty (FNHW) you have every reason to expect quality customer service. Your experience as you described shows that did not happen, and I was disappointed to hear the level of service you received. To be frank, there is no excuse for anyone to be rude to a customer. As you also indicated there was a breakdown in communication and we sincerely apologize for this. I have forwarded your letter to the managers of our service departments; you have my assurance that they [redacted] address this with the representatives involved.