Fidelity National Home Warranty

Initial Business Response /* (1000, 5, 2015/10/07) */
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.
We...

regret that our network service vendors were unable to complete the covered repair for your air conditioning equipment in a timely fashion, causing you to feel the need to go outside of the warranty Contract. Subsequently, we have received and reviewed your service invoice and have processed reimbursement in full for the amount you paid. In addition, the service fee for the original service work order (SWO) has been waived.
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.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for the response as well as processing reimbursement. Please know I did not "feel" the need to go outside of the network. That decision was "required" in order to repair the unit from lack of vendor response and follow up.
While your company has minimal impact on the responsiveness of contracted vendors, you do have complete ownership of how your organization responds, the number of phone calls needed to get work completed as well as customer hold times. It is my hope that moving forward, customers, including myself are provided a different experience.
Best wishes!

Initial Business Response /* (1000, 5, 2014/08/07) */
Fidelity National Home Warranty (FNHW) is in receipt of your complaint to the Revdex.com. Your concerns are important to our Company; I appreciate the opportunity to respond.
Our records show that due to the absence of an...

electrical disconnect for the air handler of the heat pump wires melted in the unit, and the PC board failed. Code requires an electrical disconnect. Because the failures to the air handler wiring and PC board were a result a code violation; repairs or replacement by FNHW is limited to a $250.00 aggregate per term as per the Contract's coverage descriptions under the heading of Comprehensive Plus Plan Coverage:
"Improper Installation, Repairs or Modifications:
FNHW will repair or replace a system or appliance that has failed due to improper installation, repair or modification. If the improper installation, repair or modification violates a code requirement, the $250.00 Code Violation aggregate applies as stated."
"Code Violations:
FNHW will pay to correct code violations and/or code upgrades if necessary to affect FNHW-approved repair or replacement of a covered system or appliance up the combined aggregate of $250.00 per contract term."
Our records coincide with your statement that the technician recommended replacement of the air handler due to the burnt wires and seared control board. The records show that the aggregate and the estimated non covered cost associated with replacement of the air handler was discussed with you on June 4, 2014.
Once the code requirements were met, our records show that the technician returned to evaluate the evaporative coil. The evaporative coil was found to be leaking and FNHW has paid to replace the coil under the terms and conditions of the contract. Because the air handler repairs exceed the aggregate a check for $250.00 number XXXXXX dated July 29, 2014 was mailed to on or about July 29, 2014. FNHW processes all claims according to the terms and conditions of the Contract.
Initial Consumer Rebuttal /* (3000, 7, 2014/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The verbal statement from the serviceman that first responded said that the reason for the burning and electric short was caused by the use of " wire nuts" to connect the unit to the main power when installed. We had the disconnect system installed and at the same time we had the "wire nuts" replaced with the proper "locking lug connectors" on our own.
The use of wire nuts at the time of original installation was improper. The use of wire nuts on equipment that has inherent unit vibration, rotating fans, is improper installation and thus covered. (The wire nuts had vibrated loose causing arching) Replacement or repair to complete operational status is called for. If the service company improperly or fail to report
This "wire nut" issue to FNHW it is not the fault of the contract holder but an issue between FNHW and their contractor.
Final Business Response /* (4000, 9, 2014/08/26) */
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 and accepted or denied on that basis. Upon further review of your correspondence, FNHW stands by its decision regarding your air conditioning claim. To have the electrical up to code is not limited to just installing an electrical disconnect. As you have been advised, the PC board and wiring for the air handler that failed due to missing disconnect needed to be repaired as well. Please note that FNHW has authorized the replacement of your evaporative coil under the terms and conditions of the Contract.
As it stands, FNHW has processed a check for $250.00 for the code aggregate in terms of the repairs needed to have the electrical up to code for your air conditioning system. Because the failures to the wiring and PC board for the air handler were as result of a code violation; repairs or replacement by FNHW is limited to a $250.00 aggregate per term as per the Contract's Comprehensive Plus Plan Coverage:
"Improper Installation, Repairs or Modifications:" "FNHW will repair or replace a system or appliance that has failed due to improper installation, repair or modification. If the improper installation, repair or modification violates a code requirement, the $250.00 Code Violation aggregate applies as stated."

"Code Violations: FNHW will pay to correct code violations and/or code upgrades if necessary to affect FNHW-approved repair or replacement of a covered system or appliance up the combined aggregate of $250.00 per contract term."
Please accept our apologies for any inconveniences that 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.
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, 2014/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
All though I do not believe FNHW has responded in a responsible and contractual manner I am sure that they have decided to turn their corporate back on a customer. I have bills for over $900.00 to correct their failings and an electric bill of $ 1500.00 for a one month period due to one AC unit attempting to do the job of two. The manner in which FNHW has conducted business with me [redacted] necessitate that I never recommend their company or any affiliate to anyone that I may come in contact with or if I ever respond to service surveys. Thank you, Revdex.com, for your time and effort at attempt resolution to my abuse of a multinational conglomerate.

Initial Business Response /* (1000, 5, 2015/06/26) */
We are certainly sorry to hear of this customers concerns. Our records confirm that the homeowner called in their A/C claim on the afternoon of Thursday the 18th. We found a technician (Valley Air Systems) who could service this property...

on Saturday and the claim was dispatched. The technician visited on Saturday and found that they needed to replace the compressor and condenser fan motor. On Monday the 22nd we received the technician's full report. We called the homeowners to discuss the findings as well as the non-covered charges.
As the customer indicates; at this point there was a breakdown in communication and we sincerely apologize for this. We didn't aggressively follow-up enough on this regardless of when we left messages and the purchase of the new equipment was delayed 2 days. We understand that they new equipment has now been installed and we offered the homeowner's $100 to use for temporary cooling (Fans, window units, etc.) or they could use that towards the non-covered costs.
We appreciate their patience and understanding and are glad that this should now be resolved.

Initial Business Response /* (1000, 5, 2014/10/03) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on September 22, 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 and for any inconveniences you felt 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. We understand that the technician is conducting a part search for the magnetron. You may use this letter as confirmation that FNHW has further reviewed your claim and will be offering replacement options for your microwave. Please allow our Purchasing department to research these options and once available, a representative from FNHW will contact you to review.
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, 2015/01/23) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on January 20, 2015. Your concerns are important to our Company; I appreciate the opportunity to respond.
Please...

accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Each claim is processed under the terms and conditions of the warranty Contract and accepted or denied on that basis. Our records show a service technician was at your property on or about December 29, 2014 and advised the indicator light failed on your oven and needed to be repaired; however this part does not affect the function of the oven. Per the Contract's Kitchen Appliances/Built-In Microwave Oven section, FNHW covers for "All parts and components that affect the operation of Range/Oven/Cooktop."
As a gesture of customer service, the $65.00 service fee you had paid will be refunded to you. A check [redacted] arrive under a separate cover within 10-15 business days from the processed date.
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, 5, 2015/08/03) */
Please accept my apologies for any misunderstanding you may have in regard to the warranty. Fidelity National Home Warranty operates with the best of intentions and deepest respect for all of our customers. Our records show that the...

contract declaration was mailed to you on or about April 27, 2015, shortly after your close of escrow. We understand that you requested reimbursement for your air conditioning services you received outside of your home warranty.

Please be advised each claim is processed according to the terms and conditions of the warranty and accepted or denied on that basis. Your request for reimbursement for replacement of the air conditioning system has been denied based upon the Terms of Coverage #1: "If a covered system and/or appliance fails during the contract term, the contract holder must contact the Fidelity National Home Warranty (FNHW) Customer Service Department toll free at X-XXX-XXX-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."
We understand that you would like to cancel the contract and be refunded the full contract fee paid. Please be advised of the Limits of Liability #10 of your contract in regard to the cancellation request in the state of Oregon. Fidelity National Home Warranty (FNHW) prorates the refund for the unexpired term, less an administration fee of $50.00. Should you wish to proceed with your cancellation, FNHW requires written request signed by all contract holders. You may submit your request to FNHW via fax, to XXX-XXX-XXXX or through the mail to FNHW, PO Box [redacted] XXXXX.
Should you decide to keep the contract, it is our hope that the value of this home warranty coverage [redacted] be beneficial and convenient as FNHW aims to provide the highest levels of service to you. Should you have any additional questions or concerns do not hesitate to contact us.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this because at no point in the process was it made clear that step 1 was to call my home warranty company. That detail was buried on page 5 of the contract. It was already understood we were purchasing the home without a realtor and basic information would be needed. Additionally, when the AC broke I emailed the sellers realtor (whom purchased this contract) and told her the AC broke and asked what I'm supposed to do. She sent me a copy of the contract, but gave no instruction that I needed to call them first.
Here's my point, plain and simple... it needs to be made clear that when something covered breaks the customer needs to call the home warranty FIRST.
That detail cannot be buried in page 5, assuming the customer already knows how it works. I thought it was like car insurance where I get the repair done then call the warranty service to compensate some of the cost. This would have been a VERY easy problem to avoid if anybody had made it clear what step 1 was.
No other claims have been made against this warranty, but considering the huge oversight of instruction and the $4000 [redacted] that I paid out of pocket which would have been covered... I think a full refund of the warranty is a very simple request. C'mon guys, show some real customer support here. Don't hide behind your contract with details buried within pages of legalese.
SHOW PEOPLE that you are the company who cares.
Final Business Response /* (4000, 11, 2015/08/25) */
FNHW's contract terms are clear and consistent with other home warranties for requesting service through the contract; however, as a gesture of customer service to amicably resolve this matter FNHW has cancelled your contract as you have requested and is refunding your Contract term payment in full of $360.00. The check [redacted] arrive under separate cover within 10-15 business days.

The sales department sells seller's coverage but when a seller encounters a problem, they are told it must be a pre-existing condition. As a real estate Broker, I will no longer recommend this company as a preferred warranty company. They don't stand behind what they sell!
They employ managers like [redacted], who has the customer service skills of a toad. Not everyone is out to dupe the system. There are many of us with integrity and value truth!

Initial Business Response /* (1000, 5, 2014/03/03) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on February 18, 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.
Please be advised that 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 still experiencing a failure to your master bathroom shower valve. Our records indicate a transfer SWO (service work order) was set up and a service technician returned to your property on February 24, 2014. Upon further examination, the technician found your master bathroom roman tub valve leaking. The technician advised the escutcheon needed to be adjusted and the stem replaced. The stems have been ordered from the manufacturer, and the projected completion date of the repairs is March 21, 2014. These repairs have been authorized under the terms and conditions of your Contract. Please be advised that as stated under the "Limits of Liability" #3 section of the Contract, "When parts are necessary for completion of service, FNHW will not be responsible for delays that may occur in obtaining those parts."
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, 2014/03/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
this company has yet to forward me the claim form to submit for compensation. They failed to respond and then failed to honor their promise to compensate me for my expense.
Final Business Response /* (4000, 13, 2014/03/24) */
Fidelity National Home Warranty (FNHW) is in receipt of your rebuttal to our response to your initial letter.
Our records indicate that our Dispatch department sent you a COS form via the email address on file for you. Please be advised that we have mailed out a hard copy of the COS form. You may send the form back to FNHW along with a paid invoice to the address indicated on the form. If you prefer to fax or email back the correspondence, you may do so by sending it to [redacted]@fnf.com or fax to XXX-XXX-XXXX. Upon receipt of your correspondence, a representative from our Authorization Department will contact you as soon as possible regarding a resolution to your claim.
Should you have any additional questions or concerns do not hesitate to contact us.

Sincerely,

Customer Care Department
Final Consumer Response /* (3000, 11, 2014/03/23) */
what is the status of the complaint? the merchant is lying. they never sent me a form to request compensation.

Initial Business Response /* (1000, 5, 2015/10/05) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconvenience you had in regard to this claim. FNHW operates with the best of intentions and deepest respect for all of our customers. When you...

purchase a Fidelity National Home Warranty you have every reason to expect quality customer service. Clearly that did not happen, and I was disappointed to hear the level of service you received. By taking the time to contact us, you have not only given us the opportunity to assist you with your concerns, but also to consider what we can do to prevent a similar situation from occurring again.
Our records show that your claim was placed on the afternoon of September 19, 2015, and the appointment for service was scheduled for the September 21, 2015. The technician has advised FNHW that the repairs were completed and that he tested the system and it is cooling properly.
We value your business and look forward to a continued service relationship with you.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Why was I told on Saturday nobody could access my email that had the scanned invoice in it until Monday but when I called Sunday morning the representative was able to pull it up? It seems like it is only a Monday through Friday warranty. It's not our fault our air conditioner broke on saturday. On top of that it only took the technician 15 mins to fix it. So we went without for 2 days because it seems that if something breaks on the weekend it won't get fixed until monday. And there are several companies that have techs work on the weekend. The warranty should say they [redacted] not pay overtime to get something fixed. I would please like to know how this [redacted] not happen again to any other customers before I accept their response. Thank You
Final Business Response /* (4000, 9, 2015/10/22) */
We think the information you provided us in your complaint is important as it allows us to consider our process and work toward a better customer experience. FNHW appreciates the time and effort you have taken to bring this matter to our attention. We value your business and look forward to a continued service relationship with you.
Final Consumer Response /* (2000, 11, 2015/10/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I [redacted] accept their response and should we need to use the warranty service again then I [redacted] see if they have improved there process for dealing with a claim hopefully a faster and easier process especially on the weekends. Thank You, [redacted]

Initial Business Response /* (1000, 5, 2014/09/08) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on August 22, 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 you contacted FNHW and advised that none of your switches were working in your home. A service technician was at your property on August 22, 2014 and found the outlets to these switches to be mis-wired and needed to be rewired. FNHW determined this failure could not have occurred within the coverage period. Subsequently, FNHW denied your claim per the Contract's Terms of Coverage #10 coverage description which states: "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 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." A letter of denial [redacted] arrive under a separate cover.
We understand that you are requesting reimbursement for the cost you paid to have the service technician perform the needed repairs. Unfortunately, FNHW is unable to honor your request as the claim has been denied per the Contract's Terms of Coverage #10 as stated above. After FNHW contacted you with the claim status, you contracted independently with the service technician to perform these repairs. Our vendor relations department has contacted the owner of the servicing company and the $195.00 breakdown is as follows:
$65.00 service fee due to FNHW- as stated in the "Terms of Coverage" #3 section of the Contract, "A $65.00 fee is due for each service trade request and is paid to the contractor upon arrival at the home."
$130.00- this cost is 2 hours of work which entails correcting wiring for the outlets in five rooms; corrected a three-way switch at the stair case, replaced one outlet- (although it was not malfunctioning, you requested it to be changed to matched the newer ones which were replaced)
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, 2014/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Why should I pay the $65 if the service claim is denied? I agree I have to pay $65 if I didn't ask him to perform the task. However, I hired him 2 hours to perform the task for $130, why should I pay $65 for take a look what's going on for the chance to make additional $130?
Also, how do you determine it is pre-existing problem? I bought the house, this problem was not on the home inspection report. If it is home warranty I bought, your policy clearly stated it covers bad installation. I think bad wiring is bad installation, right? It cannot be bad wiring by itself, right? I don't know who did, probably someone I hire, probably someone from previous owner.
Your company cannot behave like this, force people to pay $65 and find whatever reason to deny, then ask for $130 by scaring me house [redacted] be burned. This behavior is wrong.
Also, your guy did not fix 5 rooms. only 1 3 way switch, and 3 wiring. It takes 20 mins max. He did not replace anything at all. This is a fault statement he replaced one outlet. Again, this shows how your company operates.
Money is paid already, there is all I can do to let as many people to know as possible. I can encourage anyone sees this to avoid this company, Fidelity National Home Warranty.
Final Business Response /* (4000, 9, 2014/09/24) */
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 electrical claim. Please review your contract terms specifically in regard to covered items being in good working order at the start of contract coverage, located under the Terms of Coverage #10 provision 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."
As you have been previously advised, after FNHW contacted you with the claim status, you contracted independently with the service technician to perform these repairs. FNHW is in no way obligated to reimburse any costs since you contracted independently with the service technician.
The $65.00 service is due to FNHW, per your Contract's Terms of Coverage #3 provision:
"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 [redacted] be reinstated for the remainder of the contract term."
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, 2014/09/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again it shows how this company operates. What a scam artist, such a beauty of liar, and hiding behind these terms.
Based on the response, it clearly shows this company always finds a way to deny and still charge you $65 and in addition to whatever amount they will charge to fix.
Please keep the $65 for denial and $130 for 10 minutes of the work. Thanks for nothing. I urge Revdex.com to post their response on the web and as a warning and proof to everyone to see this company's ugly behavior.
Beware this company, if you already have their policy, make sure do not renew and do not call them for any service. If you are thinking to purchase Fidelity policy, you are better off to save in your bank account and hire a quality contractor when necessary. If you will get or in the process of getting Fidelity coverage from your home purchase, ask for credit toward your home purchase instead, and don't let your agent fools you, your agent [redacted] get a cut when you get this policy.
That's all I can say.

Terrible Service; does not honor contract
I reported and was 'approved' to have our refrigerator repaired one month ago. Literally one month ago and the refrigerator is still not repaired. Calling customer service is a nightmare. The have told me estimated repair dates that have continued to be changed. I feel very frustrated that I have no leverage to have a repair company fix our refrigerator. With so many negative reviews, how is this scam business still operating? Why does it have an A rating from [redacted]?

Initial Business Response /* (1000, 5, 2015/07/02) */
Please accept our 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. Each claim is processed under the terms and...

conditions of the warranty and accepted or denied on that basis.
Our records show that the evaporative coil was replaced through the warranty; however, you continued to experience problems with the air conditioning not cooling and the coil icing. A second opinion was sent and this technician thought the installation of the coil was the cause of the problem. Our Vender Relations Regional Manager got involved and reviewed the matter with the company that installed the coil. At that time FNHW was advised that the duct work was crushed, and that because of the condition of the ductwork there is a lack of air flow over the coil and that was the cause of the icing of the coil.
As there was a difference of opinions our representative determined to dispatch another company out to correct any problems with the coil. He has also explained been in touch with you to advise that the crushed ductwork is not covered under the Contract as per Limits of Liability #1 "FNHW's liability is limited to failures due to normal wear and tear during the term of the contract." Crushed ductwork is specifically mentioned in the Heating and Air Conditioning section under Not Covered: "collapsed or crushed ductwork - ductwork where asbestos is present - ductwork damaged by moisture - costs for inspections, diagnostic testing..."
Please accept my apologies for any inconvenience. Fidelity National Home Warranty operates with the best of intentions and deepest respect for all of our customers. We value your business and look forward to complete resolution to this matter.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The second company that you had come out informed us that the coils were improperly installed by air star.Air star reviewed out air ducts on 4/16 (before the air conditioner stopped working properly on 5/26). The air ducts are not what is causing the air conditioner to stop working. The air flow is still coming through the vents. The second company came to our residence last night and showed us how the coils were improperly installed and FIXED the problem. Your company should have never taken the opinion of the first company and should not have left our family without air conditioning for over a month. We are seeking refund from your company because you did not take care of this problem for over a month and did not uphold your end of the contract. Each person we talked to kept saying the issue had been resolved and we have been unable to stay in our home for over a month because your company could not resolve the problem in a 'timely' manner.
Final Business Response /* (4000, 9, 2015/07/09) */
When you purchase a Fidelity National Home Warranty you have every reason to expect quality customer service. Clearly that did not happen, and I was disappointed to hear the level of service you received. FNHW takes this matter very seriously. This issue was brought to our Vendor Relations Regional Manager to address with the owner of the service company. Please be advised that all complaints received negatively affect the vendor's rating with our Company.
To amicably resolve this matter, FNHW [redacted] cancel the contract term and reimburse your paid fees. The reimbursement [redacted] show as a credit on your card used for $208.34 from FNHW. In addition FNHW [redacted] refund the two service fees paid associated with the air conditioning claim via check. The checks [redacted] be sent under separate cover within 10-15 business days.
Final Consumer Response /* (2000, 11, 2015/07/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for taking our complaint seriously.

Final Consumer Response /* (2000, 6, 2014/12/19) */
As of 4:30 yesterday 12/16/14 my furnace has been fixed. The contractor (Accent Heating) having a cancellation was able to reschedule my reschedule me from Thursday 12/18/14 to yesterday 12/16/14 afternoon. Even though my furnace is finally...

repaired I still want my complaint based on extremely poor service to stand and be recorded by Revdex.com.

Initial Business Response /* (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 [redacted] 2014. Your concerns are important to our Company; I appreciate the opportunity to respond.
Fidelity...

National Home Warranty (FNHW) makes every effort to locate a service provider for emergency/rush services. Please accept our apologies 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.

If you've had the repairs performed, please send the repair invoice to FNHW and we would be more than happy to review it. You may submit your correspondence to: [redacted]@fnf.com or fax to XXX-XXX-XXXX.

We hope that the true value of this home warranty coverage will continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to 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 /* (2000, 7, 2014/05/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Just to clarify, the dispatcher never called me back in regards to the two backup plumbers he was trying to have come out same day, nor did he submit the order for the one plumber he did contact. He was so adamant that I at least accept the call from that plumber, as to not lose my spot for next day service. The plumber never called, because they never got the order. You may also want to second guess using Allen's Plumbing in the [redacted] area, as I called them advising who I was and that Fidelity National referred me. They never returned my call. One would think that even though they never received Fidelity National's order that they would call a potential customer back and advise such. If I ever need a plumber again and Fidelity tries to send them out I will be requesting a different plumber. And finally, I also emailed Fidelity National that same say, I received the automated email confirmation, but still no reply. None is needed at this point, nor is a plumber needed as I have fixed the problem myself. No reimbursement is needed either, I just feel very strongly that good and poor service should be noted accordingly, which I have done and you replied. Resolved. No further action needed. Thank you.

Initial Business Response /* (1000, 5, 2014/08/11) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on August 5, 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 further review of your claim, FNHW has authorized replacement of your air conditioning condensing unit. Please note that there are additional costs to you for the refrigerant line and condenser pad modifications and also access by cutting bushes in order to replace the condensing unit. As stated in Limits of Liability #7 of the Contract, "FNHW is not responsible for providing access to repair or replace a covered system or appliance unless otherwise noted in this contract. When access is provided under this contract, restoration to walls, closets, floors, ceilings, or the like, [redacted] be to a rough finish only. 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." A letter regarding these non-covered charges [redacted] arrive to you under a separate cover.
Our records show as of August 6, 2014 the condensing was ordered and once available, the service vendor [redacted] call you to schedule a return appointment for installation. 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 and convenient as FNHW aims to provide the highest levels of service to you. 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 /* (2000, 7, 2014/08/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)

PLEASE DO NOT USE FIDELITY NATIONAL HOME WARRANTY, I LIVE IN THE DESERT, IN SOUTHERN CALIF. MY AIR CONDITIONING IS OUT. NEEDLESS TO SAY IT IS IMPOSSIBLE TO BE INSIDE THIS HOUSE, FIDELITY KNOWS THAT IT IS 98 DEGREES IN MY HOME. THEY COULD CARE LESS. THE COMPANY THAT THEY CONTRACT WITH CALLED AHOY AIR CONDITIONING IN INDIO, CA WAS EVEN WORSE. THEY STATED IT WOULD TAKE TWO DAYS BEFORE THEY COULD COME OUT. I CANNOT BELIEVE THE WAY MY FAMILY IS BEING TREATED. MY GRANDSON HAD TO LEAVE BECAUSE HE WAS GETTING SICK. I DO NOT HAVE THE MONEY TO GET A HOTEL ROOM. I DO NOT KNOW WHAT ELSE TO SAY EXCEPT THAT FIDELITY IS AWARE OF THE SITUATION, THERE ARE TONS OF AC COMPANIES IN THE DESERT AND THEY WERE SUPPOSE TO SEND ANOTHER COMPANY OUT TO MY HOUSE BUT IT IS LATE AT NIGHT AND I RECEIVED NO PHONE CALL. I ONLY WISH I HAD THE MONEY TO CALL ONE MYSELF. THAT IS THE REASON I GOT A WARRANTY TO PROTECT MY HOME. THIS COMPANY SHOULD BE ASHAMED OF ITSELF TO MAKE WOMEN AND CHILDREN SUFFER - THEY KNOW AND DON'T CARE, ONE WOMAN SAID, OH THAT TOO BAD. PLEASE DO NOT USE THIS COMPANY I ONLY WISH I WOULD HAVE READ A REVIEW BEFORE I CALLED THEM. I HOPE I SAVE SOMEONE ELSE FROM THE HELL I AM GOING THRU RIGHT NOW. THE DESERT IS NO JOKE IN AUGUST WHERE OUR TEMP GETS UP TO 115 DEGREES.

Initial Business Response /* (1000, 5, 2015/09/17) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for the inconveniences you had during this process. FNHW operates with the best of intentions and deepest respect for all of our customers. Our goal is to...

provide superior customer service and allow our contract holders to have peace of mind when dealing with repairs or replacements associated with owning a home.
Our records show the replacement of the evaporative coil for your air conditioning unit was authorized by FNHW and the non-covered costs for Title 24 duct testing were approved by the homeowner on September 9, 2015. As stated under Limits of Liability #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. When upgrading covered systems, parts or components to maintain compatibility with equipment manufactured to be compliant with R-410A and 13 SEER (Seasonal Energy Efficiency Ratio) standards, FNHW is not responsible nor liable for the cost of construction, carpentry, or other structural modifications made necessary by installing different equipment. FNHW is not responsible to perform service involving hazardous or toxic materials and/or conditions of asbestos."
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, 2015/06/22) */
When you purchase a Fidelity National Home Warranty you have every reason to expect quality customer service and clearly from what you describe, that did not happen. I was disappointed to hear the level of service you received and have...

forwarded your letter to the managers of the representatives that you spoke with.
Our records show FNHW has dispatched a second opinion to evaluate the problem you are having with the dishwasher. There is no service fee associated with this second opinion and it is our hope that we can resolve this matter under the terms and conditions of the contract to everyone's satisfaction.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The new technician has found the issue that couple of parts inside the dishwasher are damaged and that needs to be replaced. He has removed those parts from the dishwasher and it doesn't drain water at all now. This dishwasher needs to be repaired or replaced ASAP as we are struggling without this now.
Final Business Response /* (4000, 13, 2015/08/25) */
Our records show that FNHW was made aware on August 10th that attempts to repair the dishwasher were unsuccessful. Accordingly, FNHW offered you cash in lieu of replacement of your dishwasher which was accepted. FNHW processed this check on August 12th, 2015. The check should arrive in 7-14 business days from the processed date.
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.
Final Consumer Response /* (2000, 15, 2015/08/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/12/29) */
Your concerns are important to our Company; I appreciate the opportunity to respond. The Company has reviewed your claim of December 10, 2015. Our records show that your contract term began on December 4, 2015, and on December 10, 2015...

you placed a claim for service of your dishwasher. The Company was advised by the technician with Osborne Appliance Corp. the dishwasher pump motor was stuck. Based on this information, it is the opinion of the Company the dishwasher could not have been in good, safe working order at the start of the contract term. Subsequently, the claim was denied.

Please be advised that as stated under the Terms of Coverage #10 section 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 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."

Thank you for your business, we look forward to a continued service relationship with you. Should you have any additional questions or concerns do not hesitate to contact us.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1. Buyer clearly stated didn't know dishwasher was not working. This is exactly the what's in the contract being pasted by them above "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".
2. They never apologize for the extra long waiting time for initial service check, which is against their policy. They never apologize for the rude behavior that the repair department hanged up the phone on customer.
Final Business Response /* (4000, 9, 2016/01/22) */
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.
Again, please refer to Terms of Coverage #10 contained in the Home Warranty, which states as follows:
"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."
The failure of the dishwasher pump motor was readily apparent at the start of the contract coverage which began 4 days prior to the initiation of your service request. FNHW considers this claim to be correctly processed under the terms and conditions of the Home Warranty Contract. Should you have any additional questions or concerns do not hesitate to contact us.
Final Consumer Response /* (4200, 11, 2016/01/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1. This complaint is about the Customer Service, as I stated very clear at the beginning. The apology (only made in 2nd reply) was not sincere at all, after I mentioned the terrible experience again and again.
2. The business clearly still doesn't understand the particular case, and didn't even try to help. What they said in 2nd response "the contract coverage which began 4 days *prior to* the initiation of your service request" has a mistype. The fact is "the contract coverage which began 4 days *after* the initiation of your service request".
Apparently, they never tried to help solve the particular case.

Initial Business Response /* (1000, 5, 2014/08/22) */
This letter is in response to your recent correspondence through the Revdex.com and Angie's List; a copy of which we received on August 16, 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. Upon further review of your correspondence, FNHW stands by its decision regarding the denial of your water heater claim. The technician advised that the water heater pilot was not staying lit due to the missing burner covers. Please review your Contract terms specifically in regard to disassembled/missing parts located in 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." A letter of denial will arrive under a separate cover.
FNHW considers this claim to be correctly processed under the terms and conditions of the Contract. As a gesture of customer service, FNHW will be refunding the service fee you had paid. Please allow 10-15 business days from the processed date to receive this refund check under a separate cover. Should you have any additional questions or concerns do not hesitate to contact us.

Sincerely,

Customer Care Department
Fidelity National Home Warranty
Initial Consumer Rebuttal /* (3000, 7, 2014/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The technician did not even know how to turn the pilot on! When I turned it on without any problem (after he unsuccessfully tried 3 times and with a sneer said, "Go for it,") I said that the heater would go out after about 2 minutes, which it did. The cover was off so that it was easier to see how to light the pilot. It was NOT the cause of the heater not working. This is an interior water heater with no draft in the room. Previously, the pilot and heater had been staying on all the time with or without that small door covering it. The problem, as I told the clueless repairman, after I had done research, was the gas valve or thermostat. He didn't know what that meant. All he was doing there was looking for an excuse to NOT repair the water heater. After he left, I called a REAL repairman. Within about 2 minutes, he said the water heater gas valve was broken and needed to be replaced, and since the water heater was nearing the end of its functional life, it would make more sense to replace the whole heater, which I did. Fidelity National Home Warranty has numerous complaints very similar to mine all over the internet. They take the homeowners money and provide NO service. They sent out incompetent "repairmen" who take pictures and use any possible loophole to avoid repairing what they are supposedly responsible to repair.
Final Business Response /* (4000, 9, 2014/08/27) */
Fidelity National Home Warranty (FNHW) is in receipt of your rebuttal letter to the Revdex.com.
At this time, FNHW has processed your claim according to the terms and conditions of your warranty Contract. Per your Contract's Limits of Liability #5 section:
"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." A letter of denial will arrive under a separate cover.
Should you choose to obtain your own second opinion, you may send correspondence related to the claim for FNHW to review. You may submit your correspondence to our Authorizations Department for further review to: [redacted]@fnf.com or fax to XXX-XXX-XXXX. Please note that per your Contract's Limits of Liability #2, "FNHW reserves the right to obtain a second opinion at its own expense. The contract holder may order their own second opinion, but shall be responsible for the cost of said opinion." FNHW processes all claims according to the terms and conditions of the warranty Contract.
Sincerely,
Customer Care Department
Fidelity National Home Warranty
Final Consumer Response /* (4200, 11, 2014/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I said in the previous letter, I have already purchased a new water heater. If they were not a bogus company, they would have seen that the parts needed had nothing to do with the cover, but they choose to use loopholes rather than attempt repairs. This is why there is a class action lawsuit against the company and they receive abysmal reviews on [redacted]'s [redacted] and Yelp. They should be shut down and orosecuted. I could not wait around for weeks with no hot water while this bogus company uses excuses NOT to do the repair that they were paid to do.