Fidelity National Home Warranty

I had a warranty provided with the purchase of my new home. I did not renew. I just had a follow-up to see why I did not renew and gave the CSR a polite answer that the premium was too high. Also, I felt I didn't need it. After being persistent beyond reason, and after I had explicitly said I was interested and "NO", before beginning to hang up she tried to slip in "then it's okay to bill you in six individual installments" to renew the insurance. Luckily, I was still listening and told her explicitly two additional times I was not interested and do not bill. This is criminal and should be prosecuted.
[redacted].

Initial Business Response /* (1000, 5, 2014/03/25) */
This letter is in response to your recent correspondence through the Revdex.com; and your email, both of which were received by Fidelity National Home Warranty (FNHW) on March 18, 2014. Your concerns are important to our...

Company; I appreciate the opportunity to respond.
Our records show Payless Water Heaters was dispatched for service as you advised that the water heater was turning on and off the afternoon of March 11, 2014. I understand that your complaint is partly due to FNHW not having the correct phone numbers for you which resulted in the appointment scheduled for March 13, 2014. Please accept my apologies for any inconvenience this may have caused you and your family. FNHW operates with the best of intentions and deepest respect for all of our customers. As a customer service gesture FNHW will reimburse the service fee you paid for this claim. A check [redacted] arrive under separate cover within 10-15 business days to the Contract address.
After inspection of the unit on March 13, 2014, the technician with Payless Water Heaters advised FNHW that maintenance was required to correct the malfunction of the tankless water heater. Maintenance is done by the descaling and flushing of the system, we were additionally advised that in order to perform the maintenance, isolation valves needed to be installed. FNHW denied the claim under Limits of Liability #5 of the Contract which states:
"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."
Please note a letter confirming the basis for denial will arrive under separate cover to your home. We value your business and look forward to a continued service relationship with you. Should you have any additional questions or concerns, please feel free to contact our authorization department at (XXX) XXX-XXXX.
Initial Consumer Rebuttal /* (3000, 7, 2014/03/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Response from fidelity makes the supposition that a new home owner could have owned the house long enough to conduct regular maintenance. Since we did not, their argument and denial are specious and baseless.
Final Business Response /* (4000, 9, 2014/04/09) */
Fidelity National Home Warranty (FNHW) is in receipt of your rebuttal to our response to your initial letter.
Each claim is processed under the terms and conditions of the warranty and accepted or denied on that basis. Upon further review of your correspondence, FNHW stands by its decision regarding the denial of your water heater claim. Please review your contract terms specifically in regard to descaling/routine maintenance located under the "Limits of Liability" #5 provision which reads:
"FNHW is not responsible for repairs or replacement due to misuse or abuse, disassembled or missing parts nor for failures or damage due to: fire, flood, smoke, lightning, freeze, earthquake, theft, storms, accidents, riots, war, vandalism, animals or pests, power failure, surge and/or overload, soil movement, structural changes, design deficiency, manufacturer's recall, inadequate capacity, land subsidence, slope failure or cosmetic 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."
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, 2014/04/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Effectively the language cited by Fidelity in their response could be used as "an out clause" to deny any claim submitted by any of their clients.
Fidelity's product for new homebuyers is a 'home warranty". To the consumer, that means that anything that stops working after the homeowner buys the warranty should be covered under the warranty. To Fidelity, a home warranty is a cash cow which Fidelity milks by denying claims using this "out clause".
My question to Fidelity is: if I purchase a house tomorrow and purchase a Fidelity home warranty at the closing, how could I possibly perform all of the "routine maintenance" et al necessary to improve every system in the house to a point at which Fidelity would then accept responsbility for the failure of any systems thereafter?
The answer is: it is impossible. Therefore Fidelity [redacted] use this clause to fraudulently deny any/all claims submitted by all of their policyholders in a continual exercise of fraud and malfeasance until the California Insurance Commission decides that Fidelity has breached the trust of California voters by signficant margin to warranty a class action lawsuit.
I [redacted] be happy to put my name at the top of such lawsuit should any class action lawyers wish to represent other policyholders who have been defrauded in a similar manner.

Initial Business Response /* (1000, 5, 2015/03/18) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on March 3, 2015. Your concerns are important to our Company; I appreciate the opportunity to respond.
On behalf...

of FNHW, please accept my apologies for any inconveniences you and your family have experienced during this claim process. 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. Per the Contract's Limits of Liability #3, "FNHW [redacted] determine whether a covered item [redacted] be repaired or replaced." However, in the hopes of completely resolving your gas/electric package unit claim, FNHW [redacted] be sending a service technician to make a complete evaluation of your unit. Upon the technician's evaluation, FNHW [redacted] contact you with a resolution.
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.
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, 5, 2014/10/16) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on October 7, 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 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. 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.
Each claim is processed under the terms and conditions of the warranty contract and accepted or denied on that basis. We understand that the control board for your forced air furnace had failed and needed to be replaced. Our records show that as of October 13, 2014, this job 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, 5, 2016/01/05) */
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.
A technician from AKS appliance Repair...

has been dispatched in an effort to provide a second opinion regarding your claim. Should you have any additional questions or concerns do not hesitate to contact us.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There has been progress toward a solution but the issue isn't yet resolved.
A technician from another company (AKS) was dispatched to the home and he determined that the first inspector was in error. He believed that the problem was a faulty fan and he replaced that part. He mentioned that there may be an additional issue with the ice maker but that we wouldn't know until enough time had passed ** see if the unit was making ice. After a couple of days, I notified Fidelity that the unit had made very few ice cubes. Although it was an improvement, it was still below expectations. They contacted AKS and another appointment was scheduled. AKS ran long on a previous appointment and was unable to meet our scheduled appointment time. At the hour and twenty minute mark past the scheduled time, we agreed to reschedule and this is set for 1/20. At that time, the AKS has indicated that he [redacted] bring a new icemaking unit and, hopefully, this [redacted] be resolved.
Final Business Response /* (4000, 9, 2016/01/27) */
The Company received confirmation from the service vendor that you refrigerator repairs have been completed. A representative of the Company attempted to contact you on January 20, 2016 to verify the functionality of your refrigerator but was unable to reach you. Should you have any additional questions or concerns do not hesitate to contact us. We hope that the true value of this home warranty coverage [redacted] continue to be beneficial to you. Thank you for your business, we look forward to a continued service relationship with you.
Final Consumer Response /* (2000, 11, 2016/01/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After registering complaints with the Revdex.com and Attorney General for my state, we were able to get Fidelity to properly address the concern. Their steps to rectify the problem using a second (knowledgeable) inspector resulted in significant savings on their part and a correction to the problem. This should have been the initial approach and hopefully they [redacted] implement steps to ensure that this type of issue doesn't repeat for me or for others. I consider the matter resolved to my satisfaction.

Initial Business Response /* (1000, 6, 2014/12/30) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on December 22, 2014 and in our office on December 17, 2014 via US Mail. We appreciate the opportunity to further...

explain your Contract's coverage as it relates to your kitchen fan and refrigerator.
Our records show a service technician was at your property on or about November 22, 2014 and found the switch rails for your kitchen exhaust fans were damaged by force. Subsequently, FNHW denied your claim per your Contract's Limits of Liability #1 which states, "FNHW's liability is limited to failures due to normal wear and tear during the term of the Contract."
Additionally, during this service visit, the technician found the condensing coils of your refrigerator were dirty and needed to be cleaned. Per your Contract's Limits of Liability #5:
"FNHW will 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 records show that on December 11, 2014, you spoke to a representative in our Authorizations department and advised the kitchen fan was not working when you moved in. The records show you also advised that after cleaning the refrigerator, it was still not working. Your call escalated to [redacted]; FNHW Authorization Department Assistant Manager, to whom you spoke with the following day, December 12, 2014. You stated that the problem with the fan "not turning on" was known prior to you purchasing the home and you had mentioned this to the seller. Based on the information you provided and the findings of our service technician, FNHW stands by its decision in regard to the denial of your kitchen fan. The denial of this claim is further supported by the Contract's Terms of Coverage #10:
"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."
Due to the above, we believe that your claim was correctly processed under the terms and conditions of the warranty.
As you have advised that the refrigerator's coils are now cleaned, please contact our Customer Service Department at XXX-XXX-XXXX or visit our website at homewarranty.com to place a service work order.
In regard to your service fee concern for Service Work Order XXXXXXX, please be advised that our office is currently researching; upon completion, a representative from our Company will contact you.
Sincerely,
Customer Care Department
Fidelity National Home Warranty

Initial Business Response /* (1000, 5, 2014/03/14) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on March 4, 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. We understand that you are requesting for your spa heater to be replaced at your home based on the claim that it had been previously improperly repaired. Our records indicate that there were no repairs performed by a representative of FNHW to your spa heater previously, therefore, FNHW is unable to honor your request at this time.
Upon further investigation regarding your claim, FNHW has authorized repairs upon good faith to your swimming pool filter, although only coverage to your portable spa was purchased for this 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,

Customer Care Department
Fidelity National Home Warranty
Initial Consumer Rebuttal /* (3000, 7, 2014/03/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are stating incorrect information. First, there were repairs done on the spa prior to this issue. Those repairs were completed by a Fidelity authorized service representative on 10-21-13. I do not know if those repairs caused the damage. At the time I entered into the contract on 03-14-13, the spa heater was working. It had problems which resulted in the repair on 10-21-13 and then on the latest date of 2-17-14. On the service date of 2-17-14, it was determined the spa heater needed to be replaced by the contractor hired by Fidelity. The contract I have with Fidelity does cover both the pool and spa so the repairs to the pool filter was not based on "good faith"; it is covered under the warranty. Fidelity appears to be making up their facts so they do not have to pay for what is covered under their contract. The information being provided is not accurate. I would hope the Revdex.com would do their own investigation rather than rely on what appears to be a very dishonest company.
Final Business Response /* (4000, 9, 2014/04/02) */
Fidelity National Home Warranty (FNHW) is in receipt of your rebuttal letter to the Revdex.com.
As you were advised in the previous letter, there was only coverage for your portable spa equipment purchased under this Contract and there was no optional "Additional Swimming Pool or Spa Equipment" coverage purchased for your swimming pool equipment. Because there are two separate sets of equipment, additional coverage is needed for the second set of equipment. You may refer to the "Swimming Pool and/or Spa Equipment Coverage Options" section for verification of this information.
To amicable settle this matter; FNHW has authorized the replacement of your portable spa heater. Our records indicate that FNHW will be processing cash in lieu check for this replacement. Once processed, please allow 10-15 business days to receive this check.
Should you have any additional questions or concerns do not hesitate to contact us.

Sincerely,
Customer Care Department
Fidelity National Home Warranty
Final Consumer Response /* (2000, 11, 2014/04/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the company finally doing what is covered under the contract and will await the check to reimburse me for the cost of the spa heater. Once the check is received, I will consider the complaint closed.

FIDELITY is defrauding their customers and I am preparing a class action ; they are in business with small companies that themselves have horrible customers reviews to go to people and assess issues ; then finding all kind of excuses why not to cover people and by then declining customers claims -

There are afew claims involved but I put 1 in this doc as that's the only option you have. FIDELITY has refused to send me details of all my claims and the refusal reasons for them, they are giving my 9months pregnant wife and I our "run around". It's freezing here and this started by HVAC that FIDEL. originally accepted to cover and then told me "here a check" of $160 to cover wholes in duct conduit??? NO One in this town is going to come here to fix this for this kind of money and FIDEL. knows it that's why after accepting to send someone for repair they finally retracted and told me a check is the only option ; why would they first accept to repair then ; they said do you want a check or us to come repair the duct and I said repair. It's hard to bring every single claims details but lets go with the last ones ; I have leaks in bathroom that will be fixed tomorrow by a company after FIDEL. sent someone twice and finally refused to comeback by ignoring me when I call (or do a request on their website) since it's still leaking. My counter top [redacted] was originally approved for repair and [redacted] appliances did start ordering the parts supposedly but FIDEL. decided to send another company for second opinion and it got denied which is always the case after their second opinion come. FIDEL. is defrauding California consumers and this document will be part of a possible class action against' this company. It is obvious that there are underlying agreement with their partners that come to people's house in how issues are assessed. A few month ago their HVAC company came and was ok to repair then they send a second opinion which denied so I asked for an independent review and 3rd company came and agreed with the other one but FIDEL refused to co-operate even though they agreed for me to ask independent company so this is a verbal agreement breach - I have multiple unfixed issues in my house like HVAC, stove countertop, leaks, and plumbery issue with [redacted] fridge and joint issues with [redacted] Fridge as well. FIDELITY through [redacted] from authorization dept. originally agreed to repair then someone or herself decided not to and when I confronted her on the phone I told her I will record the conversation next time and she said I could not without her consent in California so I told her that I will let her know first and she said in my face "I will just refuse to be recorded so you won't be able to use this in court" Whoooaa !!! [redacted] people. Fidelity deserve it's butt to be kicked seriously. Right now they ignore my requests to fix leaks that I paid for to FIDELITY on their invoice. [redacted] issue they accepted to fix and again second opinion came to the house and again it got denied the excuse this time was that I got wood panels too heavy on my fridge so it prematurely damaged joints so they don't cover this ; no actually this [redacted] is super old and all joints are cracked because of its age as wood on the door aren't these fancy heavy oak you see sometimes but light sheet. They just find any kind of possible excuse to refuse me service. Now my policy ended recently and since they know we have been in fights they knew I will not renew nonetheless the issues mentioned started while policy was still active which is another breach of contract. I am ready to go public with the media regarding this scams from this multinational ; I warned FIDELITY and they laugh at my face every time I tell them. I told [redacted] and the supervisors from the authorization dept. that since they accepted the repairs and cheated me out afterwards they were going to be sorry I wasn't going to let this go, it's a question of principles and they are defrauding millions of customers it's time we stand up for ourselves! For my [redacted] plumbery issue I found out [redacted] appliances wasn't licensed to work on [redacted] so I told FIDELITY to send someone else (but in the mean time found out they didn't had licensed people for [redacted] so I said fine, send him) but I still wanted the stove to be fixed since [redacted] did order the parts and then they told me [redacted] didn't wanted to come so they were sending another opinion for the stove and you know the answer got denied too. Now I don't even know if [redacted] didn't wanted to come back or FIDELITY said this all I know is that I paid 3or 4 times $65 and they play with appliance and it works for couple months and break again. My fridge isn't making ice properly because of plumbing issue and FIDELITY doesn't want to cover me the UN official reason is that they are afraid to break a thin pipe and cause lots of water damages so they left me stuck !!! Either you cover people or you don't and co

This warranty was purchased through our home purchase. We did not choose them and unfortunately e have no other options now. They apparently don't have providers in all areas and the providers they do have are not available when you need them. It is also very difficult to use their reimbursement option if they don't have a provider and non- affiliated service providers are not willing to work with them because they don't pay appropriately. We are in a rural area and service calls are 1 1/2 hour minimums and Fidelity will only pay 1 hour for diagnostic. I have had 2 service call in 6 months and they have not been useful at all. When the AC breaks on Sunday and it is triple digit heat and they can't get a provider to you until Wednesday, they are rather useless. This is considered a rush case. However every provider I called in my area could be out same day.

Initial Business Response /* (1000, 5, 2015/01/23) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on January 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.
Each claim is processed under the terms and conditions of the warranty Contract and accepted or denied on that basis. Upon review of your complaint, FNHW has dispatched a service work order for a technician to assist in resolving your ceiling fan claim.
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 Business Response /* (1000, 6, 2015/09/17) */
When you purchase a Fidelity National Home Warranty you have every reason to expect quality customer service. Clearly that did not happen, from what you describe and I was disappointed to hear the level of service you received.
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. Rest assured that your concerns were forwarded to our Vendors Relations Department to discuss directly with the company involved. Additionally, note that the complaints received negatively affect the vendor's rating with our Company.
In good faith, FNHW has offered through our Sales Executive to review the invoice you paid to have the gas leak repaired for possible reimbursement under the terms and conditions of the Contract. Please submit this to our authorizations department at XXX-XXX-XXXX via fax or email to [redacted]@fnf.com In addition, FNHW has waived the $65.00 service fee in conjunction with 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 Consumer Rebuttal /* (3000, 8, 2015/09/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First I never ask to get reimburste I simply ask why do I have to pay the 65.00 dollars for the service that I did not have . also we being arguin about the service that you have not finish I pay the service man the 65.00 dollars for the dishwasher he came twice once to fix and did not work so I call back to let them know that is not working the same repaire man came back and said that he as to send them a report for them to change the dishwasher , did not ear anything from fedelity so I call them to ask them when are they going to send some one I spoke to bella she was very made because I made a complain to Revdex.com. so she said I dont think they going to finish the job till I send the [redacted] of the gas leack wich number one they never ask for a money back and also has nothing to do whith the diswasher sorry they are not very honest about the hold thing also they are saying that I did not pay the repaire man that fix the diswasher wich I did I ask to talk the repaire man they [redacted] not let me something is not right here they treat me very badly and not business like I [redacted] NOT PAY A OTHER PENNY TILL THEY FINISH THE JOB OF THE DISHWASHER
Final Consumer Response /* (3000, 27, 2015/12/18) */
I dont understand that you close the conplainte because it is not settle yet. miss myrat from fedelity her ex is [redacted] as call me 2 weeks ago asking me to send her the recipt of the diswasher that I purchase plus the recipte of the installation of the diswasher so I fax everything to her I have not hear aniting from her so I call her 2 days a go lefte a massage she never respond so 2 days after I call left message still no respond so this is not yet close
Final Business Response /* (4000, 29, 2016/01/04) */
Fidelity National Home Warranty (FNHW) is in receipt of your recent correspondence requesting reimbursement for your dishwasher appliance replacement. Unfortunately we are unable to reimburse you under the terms and conditions of your warranty contract.
Please refer to the Terms of Coverage #1 of the Contract; "if a covered system and/or appliance fails during the contract term, the contract holder must contact the Fidelity National Home Warranty (FNHW) Customer Service Department toll free at X-XXX-XXX-XXXX. Calls are received 24 hours a day - 7 days a week. Should the contract holder contract directly with others, or do the work themselves, FNHW [redacted] not be responsible for reimbursement of that cost."
FNHW considers this claim to be correctly processed under the terms and conditions of the Contract and has no further comment regarding this matter.

Initial Business Response /* (1000, 5, 2015/03/18) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on March 13, 2015. Your concerns are important to our Company; I appreciate the opportunity to respond.
I would...

first like to begin by apologizing for the manner in which you felt you were treated as a customer of our 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. I understand that you were experiencing a failure with your freezer; however this freezer is a freestanding unit and is not an integral part of the refrigerator. Please review your Contract terms description located under "Kitchen Refrigerator" which reads: FNHW does not cover for "freezers that are not an integral part of the refrigerator" as stated under the heading "Not covered".
FNHW stands by the coverage decision and contends this claim was properly processed under the terms and conditions of your warranty Contract.
It is our hope that the true value of this home warranty coverage [redacted] continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to 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, 5, 2015/11/11) */
FNHW operates with the best of intentions and deepest respect for all of our customers. Upon review of your letter and the claim, FNHW authorized replacement of the cooktop under the terms and conditions of the warranty. We value your...

business and look forward to a continued service relationship with you.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/07/30) */
Fidelity National Home Warranty (FNHW) operates with the best of intentions and deepest respect for all of our customers. When you have a FNHW you have every reason to expect quality customer service. Please accept my apologies on behalf...

of FNHW for the level of service you received as described.
Upon review of your complaint I understand that you are dissatisfied with the service from FNHW for the claims you have filed and the level of customer service you have received; subsequently, you are requesting a cancellation and a full refund from FNHW.
Please be advised that each claim is processed under the terms and conditions of the warranty and accepted or denied on that basis. FNHW has reviewed it's analysis of all the claims filed through the warranty and find the claims were processed correctly according to the terms and conditions of the warranty.
Although, FNHW provides coverage for "accessible refrigerant and condensate drain lines," our records show that the air conditioning technician was able to locate the line buried underground outside the home near the condensing unit. As a gesture of customer service FNHW authorized him to dig up the condensate drain line and clear it.
In regard to your cancellation and request for a full refund, please note Limits of Liability #10 of the contract clearly explains the terms of cancellation. A full refund is only available when the service contract is returned to FNHW not later than: (1) the 20th day after the date the contract is mailed to the contract holder; or (2) the 10th day after the date of delivery, if the contract is delivered to the contract holder at the time of sale. If the contract is returned in accordance with this paragraph and a claim has not been made under the contract before the contract is returned, the contract is void. FNHW shall refund to the contract holder or credit to the account of the contract holder the full purchase price.
During the term of the contract, after the above-mentioned time; if the 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. As the contract term is due to expire August 26, 2015 cancellation with a pro-rata refund minus the cost of service and less the administrative fee leaves nothing to reimburse. It may be in your best interest to keep the contract for the remainder of the term should a covered item fail.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response.This company is clearly taking consumers money and not providing services. As I have indicated previously, this company has not once repaired anything as a result of a claim at my home. It is bad business to take someone's money and not perform to the contract.
Customer Service at this organization needs to be closely reviewed and ultimately changed within the customer service is consistently poor and is not acceptable to the consumer.
Final Business Response /* (4000, 9, 2015/08/06) */
Our records show in late October of 2014, FNHW dispatched service for the air conditioning system. The independent air conditioning technician reported to FNHW that he found a blown run cap and bad contactor and suction line Schrader leaking. The technician tightened the valve and cap and added 4 pounds of refrigerant. He replaced the run cap and the contactor and tested the system's operation. The records show that the service fee was paid and FNHW paid the service provider for the repairs.
There were two other service requests were placed during your contract term, one for a leak under the kitchen sink which was determine by the plumber be a leak at the body of the faucet. The faucet is listed as a not covered item under your Standard Plan coverage, therefore the claim was denied by FNHW. The other claim was for an electrical fixture. Although the contract covers for normal wear and tear failure of the electrical wiring in the home, fixtures are listed as a not covered item. Both services resulted in denials based upon the terms and conditions of the contract; however, as a gesture of customer service our records show both service fees were waived by FNHW.
It is our hope that the value of this home warranty coverage is beneficial and convenient as FNHW aims to provide the highest levels of service.
Final Consumer Response /* (4200, 11, 2015/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have absolutely no clue what service Fidelity has indicated took place. I had an independent come out to inspect the leak in the A/C and they told me they could not locate the primary drain line. Further, they indicated that they would require approval from Fidelity to modify the primary drain line, of which, was never approved. I had to escalate and demand a second opinion of management in order to obtain a second opinion. The second independent did come out, and located the primary drain line. At no time was their refrigerant added, not authorized by me or Fidelity. Additionally, I never received any type of work invoice from either of the independent providers. Regarding the leak in the kitchen, Fidelity dispatched an independent that came out only to tell me that a replacement faucet is not authorized by Fidelity and further insisted on a deductible of $65. Only through my escalation at Fidelity, was the deductible waived, as the independent did absolutely nothing. Fidelity's Home Warranty company is a scam. I insist on being reimbursed my policy premium, as they have done nothing but take my money.

Initial Business Response /* (1000, 6, 2015/10/12) */
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW (Fidelity National Home Warranty) operates with the best of intentions and deepest respect for all of our customers.
Our...

records show that FNHW has processed two cash in lieu checks in the amounts of $752.50 and $150.00 on September 30, 2015 and October 1, 2015, respectively. These checks should arrive within 7-10 business days of the respective process dates.
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.
Initial Consumer Rebuttal /* (2000, 8, 2015/10/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
fidelity paid the agreed upon amount. the checks have arrived

We purchased our home in September 2015, the seller chose Fidelity. The first time we used the service was Tuesday April 19th after 4:30PM was when I placed my first call, I felt assured the first representative handled my call well and assured me broken water heaters are taken seriously and completed ASAP. In the end VARIOUS calls and NON URGENCY by the rest of the customer services reps, authorization department AND Service Provider (Practical Plumbing & Rooter [redacted]). The service provider was unable to replace our water heater until Monday April 25th! We had been displaced for a week and your company expected us to be displaced additional time without recompense. Additionally "YOUR ONLY" available service provider expected me to pay an additional $425 to get our water heater up to code. My last call Thursday April 21 to obtain a solution was to receive a payout of $1153.00 within 7-10days. Immediately, I found a pluming company (A & A Plumbing & Rooter Service)) that was able to complete the entire service and provide all service to get water heater up to code for $1150.00… Your service provider ([redacted]) and Fidelity are gouging and manipulating your customers! In the end you DID NOT PROVIDE SERVICE. You are an inadequate company that does not have a sense of urgency and allows their service provider to take advantage of their supposed customers. I have informed our realtor network to never use Fidelity.

Initial Business Response /* (1000, 5, 2014/10/28) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on October 14, 2014. Your concerns are important to our Company; I appreciate the opportunity to respond.
I would...

first like to begin by apologizing for the manner in which you felt you were treated as a customer of our 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 October 14 and found that there were no mechanical failures with your disposal and that it was not making any noise. We also understand you made a previous complaint on or about April 9, 2014 about a loud noise emitting from your garbage disposal and at that time, there were no mechanical failures found. As stated under the Limits of Liability #1 section of your Contract; "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 this service work order, please note as per your Contract's Terms of Coverage #3: "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 will result in suspension of coverage until such time as the proper fee is paid. Upon receipt of that payment, coverage will be reinstated for the remainder of the contract term." As a gesture of customer service, the service fee has been waived.
Should you have any additional questions or concerns do not hesitate to contact us.
Sincerely,

[redacted] Department
Fidelity National Home Warranty
Initial Consumer Rebuttal /* (2000, 7, 2014/10/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept their terms under duress. I do not believe the company sold their product truthfully and I was told point blank by the technician they do not cover the grinding noise. I accept the fact that they waived the fee but I wholeheartedly hope to save others from the way this company operates and to not waste their money with them. We have gone to someone else to fix the matter and their was a problem, with the bearings. We had to pay more than what the Warranty Company charges for the co-pay but we got the problem fixed. I just hope others do not get caught up with the way this company does business. I have copies of the service calls and contract that proves I am in the right. I am not willing to spend more money and time on this company. I [redacted] just never do business with them again.
Consumer Response /* (3000, 11, 2014/11/03) */
Good Morning, I have included an attachment from the above mentioned case. It appears it is not resolved. Although the company states they have waived the fee as a gesture of Customer Service I am continued to be billed for this. I accepted these terms yet they have not honored them. Can I reopen this case?
Business Response /* (4000, 13, 2014/11/04) */
Fidelity National Home Warranty (FNHW) is in receipt of your rebuttal letter to the Revdex.com.
You may use this as confirmation as the service fee in conjunction with your service work order has been waived. Please disregard the service fee [redacted] mailing you have received as it was sent to you as an automatic process and prior to the service fee being waived in our system. Thank you for taking the time to bring this to our attention.
Should you have any additional questions or concerns, please do not hesitate to contact us.

Sincerely,
Customer Care Department
Fidelity National Home Warranty
Consumer Response /* (2000, 15, 2014/11/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/12/23) */
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 contend the...

service trade call fee amount listed in the marketing brochure you are in possession of should be honored by the Company. Please be advised that the marketing brochure is not indicative of the actual Home Warranty product you obtained during the purchase of your home. Our records show that on April 16, 2015; the Company mailed a Declaration Sheet that indicates the specific coverages that apply to the specific Home Warranty product that was purchased. For your records, the Company has scheduled a new copy of this Declaration Sheet to be mailed to you at your property address. You may refer to the Terms of Coverage #3 section of the Contract which clearly states; "There is a $60.00 service 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. For example, if a contract holder needs both a plumber and an appliance technician, each [redacted] require a separate service trade call fee. Failure to pay the service trade call 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. Service requests must be received prior to the expiration of the contract term." Furthermore, our records show when you contacted the Company to place your claim for service on October 30, 2015, that you were advised by the Service Representative a $60.00 service fee would be due at the time of service. On December 22, 2015 you verbally confirmed that you had been advised of the $60.00 service fee upon initiation of your service claim.

Additionally, you are requesting cancellation of your Contract and a full refund of your contract premium. Please refer to the Limits of Liability #10 section of the Contract which states in relevant part; "This contract is non-cancelable by FNHW, 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 sale does not occur. If this contract is canceled, the provider of funds shall be entitled to a prorated refund of the paid contract fee for the unexpired term, less an administrative fee and any service costs incurred by FNHW. Upon renewal, this contract is non-cancelable except for non-payment of contract fees, fraud, or misrepresentation of facts. Contract holder(s) must submit request for cancellation in writing. Colorado: This contract is governed by the provision of the "Colorado Consumer Protection Act" or the "Unfair Practices Act," Articles 1 and 2 of Title 6 C.R.S., and the contract holder may have a right of civil action under such laws, including obtaining the recourse of penalties specified in such laws."

You may submit a written request for cancellation, signed by all legal owners of the property, via email to: [redacted]@fnf.com, or via fax to: X-XXX-XXX-XXXX. Review of your contract shows that the cost incurred by the Company for services rendered under the water heater claim exceeds the amount paid for the contract; therefore, no refund would be due. Please be advised that your contract is due to expire on March 24, 2015. Should you have any additional questions or concerns; please do not hesitate to contact our Inbound Sales Department at (XXX) XXX-XXXX.

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.

Initial Business Response /* (1000, 5, 2015/09/25) */
Please accept my sincere apologies on behalf of FNHW for the inconveniences to you and your family during your refrigerator claim. FNHW operates with the best of intentions and deepest respect for all of our customers. Our records show...

that you worked directly with our purchasing manager, [redacted] who approved replacement of the refrigerator and ordered the GE Profile 27.7 cu. ft. French Door Refrigerator Model # PFE28RSHSS on September 11, 2015.
We value your business and look forward to a continued service relationship with you.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After discussion with an assistant manager I was able to resolve our issue to our full satisfaction. Also, I appreciate the discussion we had, and the way I was treated. The response was better than hoped for. I can happily say after all is said and done: thank you for your help FNHW.

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 4, 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. I understand that you are disputing the coverage decision regarding your recent air conditioning services. Our records indicate a thermostat was previously repaired; however the air conditioning was still not cooling properly. A service technician was at your property on April 24, 2014 and upon further examination, the technician found the evaporative coil was plugged and needed to be cleaned. Please be advised that FNHW is not responsible for cleaning. You may refer to the "Limits of Liability" #5 section of the Contract as this provision advises: "FNHW will 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."
Additionally, the technician found the fins were bent. This failure is not due to normal wear and tear, therefore; is not covered. As stated under 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.
Should you have any additional questions or concerns do not hesitate to contact us.
Sincerely,

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.)
WE WERE GIVEN THREE DIFFERENT REASONS WHY THE UNIT WOULD NOT BE REPAIRED. FIRST WE WERE TOLD THE UNIT WAS NOT IN OPERATION AT THE TIME IT WAS DISCOVERED THAT IT DID NOT WORK. THEN WE WERE TOLD IT NEEDED TO BE "CLEANED". THEN WE WERE TOLD IT WAS DAMAGED AND THAT WAS NOT COVERED IN THE WARRANTY. THE WARRANTY STATES THAT IMPROPER MAINTENANCE IS INDEED COVERED AND THAT IS PRECISELY THE PROBLEM.
Final Business Response /* (4000, 9, 2014/05/30) */
Fidelity National Home Warranty (FNHW) is in receipt of your rebuttal letter to the Revdex.com.
Upon further review of your correspondence, FNHW stands by its decision regarding the denial of your air conditioning claim. As you have been advised in the previous letter, the evaporative coil needed to be cleaned. Please review your contract terms specifically in regard to descaling/routine maintenance located under the "Limits of Liability" #5 provision which reads:
"FNHW is not responsible for repairs or replacement due to misuse or abuse, disassembled or missing parts nor for failures or damage due to: fire, flood, smoke, lightning, freeze, earthquake, theft, storms, accidents, riots, war, vandalism, animals or pests, power failure, surge and/or overload, soil movement, structural changes, design deficiency, manufacturer's recall, inadequate capacity, land subsidence, slope failure or cosmetic 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 will 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."
Additionally, the technician found the fins were bent. This failure is not due to normal wear and tear, therefore; is not covered. Please refer to the "Limits of Liability" #1 provision of the Contract which states; "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 and has no further comment regarding this matter.

Sincerely,
[redacted] Department
Fidelity National Home Warranty
Final Consumer Response /* (4200, 11, 2014/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This insurance policy was purchased for an event exactly like what has happened with our air conditioner. How can we be held responsible for damage that was done or maintenance that was not done before we purchased the home/air conditioner? This is simply a case where the insurance company choses to not cover something because it is costly! We have since had to replace the entire unit at our own expense because we live in AZ where summer time temps can easily be in excess of 100 degrees daily. I have asthma & those kinds of temperatures are not acceptable for health reasons. I will never recommend Fidelity Home Warranty insurance to anyone. Further I will tell anyone that will listen how poorly we were treated.