Fidelity National Home Warranty

Final Consumer Response /* (2000, 5, 2014/07/22) */
After going back and for with Fidelity National Home warranty customer service department, they agreed to get a different air conditioner repair company for a second opinion and our claim was assigned MD Air Conditioner repairs who said...

they could only come on Friday mornings because Fidelity National Home Warranty would not pay for travel time and any other day would be inconvenient to them. We requested another company and our claim was assigned to Temperatures Unlimited Heating and Cooling, [redacted] who diagnosed a bad compressor pump within 10 minutes of his arrival. On July 14 he said that it would take approximately 10 days to get the replacement parts due to the approval and ordering process that he was required to follow with Fidelity Home Warranty.
Today July 22, 2014, Temperatures Unlimited replaced the compressor pump, recharged the freon, tested the unit and our air conditioner is functioning properly. We had to pay $100.00 for on sight service work not covered by the home warranty company.
Thanking you for your prompt assistance, please close this complaint. We hope this will be the last time we request for your assistance

Initial Business Response /* (1000, 9, 2015/04/07) */
FNHW has determined that the home warranty contract on the property referenced above is not eligible for renewal. FNHW reserves the right to determine renewal eligibility which is outlined the contract under Limits of Liability...

#12:
"This contract may be continually renewed at the sole discretion of FNHW, subject to applicable rates and terms."
Our records show that FNHW has provided a listing your claims for this property directly to you as requested. The National Home Service Contract Association (NHSCA), homeservicecontract.org maybe helpful with assisting you in obtaining a home warranty with another company that services your area.
Thank you for your business and the opportunity to have provided service to you.
Initial Consumer Rebuttal /* (3000, 11, 2015/04/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As you can see in the letter sent to The Department of Insurance from Fidelity I had a few minor claims, although
for some unknown reason Ms. [redacted] felt the need to expand on unnecessary details to make it
appear as though there were multiple claims.
The Facts: Contract LXXXXX: Total of 2 actual claims.
SWO# XXXXXXX X/25/14 Fidelity dispatched wrong type of technician. I informed the representative
at Fidelity that the dishwasher was not draining, they should have known to send an appliance
company the first time. Not my fault they had to dispatch a second technician.
SWO # XXXXXXX X/26/14 [redacted] replaced dishwasher fill valve.
The Facts: Contract EXXXXX For three consecutive terms: (Years)
Total of 5 actual claims, 2 in 2009. 2 in 2010, & 1 in 2011 SWO # XXXXXXX did not replace spring for the garage door
correctly so he had to be called back to adjust the garage door. This should not have been counted as an
additional claim.
SWO# XXXXXXX, why note this if Contract had expired? I had pool coverage with Old Republic in March of
2012. I simply called the wrong Home Warranty Company. Once again, Ms. [redacted] felt the need to expand on unnecessary details to make it
appear as though there were multiple claims.
What would I consider to be a fair resolution? Offer of Renewal at same rate as last paid.
Is Fidelity National Home Warranty Company required to give more than a 6 day notice for a notice
of non renewal? (My contract was not "eligible" for renewal)
This link is from the California Department of Insurance:
For a Notice of Non Renewal, are Home Warranty Companies required to notify the consumer (contract holder) within a certain number of days prior to the policy expiration? My policy with Fidelity expired on 1/11/15 (Contract LXXXXX), I received a notice informing my that my contract was not eligible for renewal on 1/5/15. Not even a one week notice.
This link is from the California Department of Insurance. Fidelity National Home Warranty did not follow these required steps.
http://www.insurance.ca.gov/0400-news/0100-press-releases/2014/noticeXXX-XX.cfm<...⇄ /> The initial notice of non renewal did not include any of the items listed in this link, such as the notice of non renewal must be sent at least 45 days prior to the policy expiration, The reason or reasons for non renewal.
Final Business Response /* (4000, 13, 2015/04/27) */
FNHW has the highest of standards of conduct and operates with the best of intentions and deepest respect for all of our customers. The factors that determine why a renewal would not be offered for a Contract is proprietary information; however, as previously stated in our letter to you, please note that FNHW takes many factors into consideration toward the end of a contract's term to determine if the Contract is eligible for renewal.
Final Consumer Response /* (4200, 15, 2015/04/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
THE BUSINESS DID NOT PROPOSE A RESOLUTION:
Fidelity National Home Warranty conducts business in CA, AZ, TX, NV, OR, WA, & CO.
FNHW operates with the best of intentions and deepest respect for all of our customers. - Really? Read on.........
This is exactly the pathetic response I fully anticipated from Fidelity National Home Warranty.
On April 27, 2015, the business provided the following information:
"FNHW has the highest of standards of conduct and operates with the best of intentions and deepest respect for all of our customers. The factors that determine why a renewal would not be offered for a Contract is proprietary information; however, as previously stated in our letter to you, please note that FNHW takes many factors into consideration toward the end of a contract's term to determine if the Contract is eligible for renewal."
These two lines consist of nothing more than pointless, meaningless, thoughtless, and disinterested corporate gibberish.. The first line of this response can be viewed in several other responses to the many consumer complaints about FNHW on the Revdex.com website.
While you continue to insist that FNHW takes many factors into consideration toward the end of a contract's term to determine if the Contract is eligible for renewal, you remain silent on exactly what those factors are by withholding any pertinent or substantive information.
I find it ironic that while you consistently promulgate FNHW has the highest of standards of conduct and operates with the best of intentions and deepest respect for all of our customers, that on January 8, 2013 The California Department of Insurance Legal Division (File No. DISP-XXXX-XXXXX) ORDERED that the FIDELITY COMPANIES, and each of them shall Cease and Desist from engaging in activities in violation of the ILLEGAL rebate and inducement provisions of the California Insurance Code and shall comply with the provisions of California Insurance Code XXXXX et. seq and XXXXX prohibiting illegal rebate and inducement activities and,
IT IS FURTHER ORDERED that the FIDELITY COMPANIES collectively shall pay the amount of one million two hundred fifty thousand dollars ($1,250,000.00) to the California Department of Insurance as a monetary penalty pursuant to California Insurance Code XXXXX; and,
IT IS FURTHER ORDERED that the FIDELITY COMPANIES collectively shall pay the amount of one hundred seventy five thousand dollars ($175,000.00) to the California Department of Insurance for reimbursement of attorneys fees and costs pursuant to California Insurance Code XXXXX; and, IT IS FURTHER ORDERED that this Order shall become effective immediately upon the date set forth below.
Signed by [redacted] Insurance Commissioner by Teresa R Campbell, Assistant Chief Counsel on 1/8/13.
A copy of Fidelity's Order, Stipulation and Accusation are available to the public.
I believe your clear lack of transparency with regard to why my Fidelity National Home Warranty was not eligible for renewal is genuinely acting in bad faith on your part.
So much for operating with the best of intentions and deepest respect for all of your customers!
For Release: January 8, 2013
Media Calls Only: XXX-XXX-XXXX
Insurance Commissioner [redacted] Announces $1.25 Million Settlement with Fidelity Companies for Alleged Illegal Rebating Activities
Agreement to End Fee Payments to Realtors for using TransactionPoint Software to access orders for Title, Escrow and HOME WARRANTY.
SACRAMENTO - Insurance Commissioner Dave Jones announced today that the California Department of Insurance (CDI) has reached an agreement with Fidelity National Title Insurance Company, to resolve allegations of illegal rebating activities between 2003 and 2011. Under the settlement terms, the companies, all affiliates of Fidelity National Financial, Inc., agreed to pay $1.25 million in penalties and $175,000 to CDI for reimbursement of its costs.
"Illegal rebates by and to those involved in the home purchasing process COMPROMISE THE BEST INTERETS OF THE CONSUMER," said Commissioner Jones. "Illegal rebate activities drive up the cost of title insurance, escrow, and HOME WARRANTY POLICIES, which add to the cost of buying a home. I will continue to take aggressive enforcement actions to ensure fair pricing for consumers."

Initial Business Response /* (1000, 5, 2014/03/26) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on March 19, 2014. Your concerns are important to our Company; I appreciate the opportunity to respond.
On behalf...

of FNHW I would like to sincerely apologize for the inconvenience this situation has caused you and your family. FNHW operates with the best of intentions and deepest respect for all of our customers.
Our records indicate you spoke to an assistant manager in our purchasing department on March 19, 2014 and your microwave claim/installation has been completely resolved under the terms and conditions of the Contract. Additionally, please use this as confirmation that FNHW authorized replacement of your garbage disposal as our service provider who performed your microwave installation found that your garbage disposal had failed from normal wear.
In response to your request for compensation, unfortunately we are unable to honor this request.
We hope that the true value of this home warranty coverage will continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to you. Should you have any additional questions or concerns do not hesitate to contact us.
Sincerely,

Customer Care Department
Fidelity National Home Warranty

We just bought a home and got home warranty.I am very disappointed with these company they do not help you at all they hire companies they are not creadicrable at all the reason I said these I have a electrician come to my house I paid him in cash and ask for the receive never got it back and call fidelity and let them know they did leasen at all I still responsible to pay and according to them they fire the electrician and his company but I still have to pay again what kind of company those this and also for people trying to get fidelity be careful because when you get contracts if you don't like their work they don't refund back and plus you end paying more and plus every time you need a service you have to pay $65.00 when you call and pay again when they come to do work and if doesn't get done you pay again these is not work it is better to hire some directly then having these company to do it for you they are ripoff.I will not recommend these company again I never complain or write reviews but these company is not what they sale to you I very disappointed.

Initial Business Response /* (1000, 5, 2015/05/07) */
We appreciate you taking the time to provide your perspective of this service experience, which in turn, gives FNHW the opportunity to improve the service we provide to our customers.
When you purchase a Fidelity National Home Warranty...

(FNHW) you have every reason to expect quality customer service. I was disappointed to hear the level of service you received. The appropriate managers have been notified of your experience to address directly with the individuals involved. Please accept my sincere apologies on behalf of FNHW for this and any inconvenience in regard this and your pool heater and air conditioner claims.
FNHW operates with the best of intentions and deepest respect for all of our customers. Upon review of this matter by our Authorization Department managers FNHW has authorized replacement of the pool heater. FNHW has also reviewed the service fees paid in regard to the pool heater claim and is processing reimbursement for the second service fee paid on this claim. The reimbursement [redacted] appear as a credit from FNHW to your credit card statement.
We value your business.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Fidelity Home warranty quickly respond to this matter. They sent another company for second opinion and they also said that the problem is due to normal wear and tear so all parties agreed to replace the heater and they did so on 4/6/2015. Everyone involved was very courteous and I cannot thank Revdex.com enough for resolving this matter.
Thank you
[redacted]

Initial Business Response /* (1000, 5, 2015/11/24) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconvenience you had during this process. FNHW operates with the best of intentions and deepest respect for all of our customers. Our goal is to...

provide superior customer service and allow our contract holders to have peace of mind when dealing with repairs or replacements associated with owning a home.
Our records show FNHW has been in contact regarding cash in lieu for the downdraft kitchen exhaust and as previously discussed on November 6, 2015 FNHW requested paperwork for reimbursement review on a higher amount than what was previously offered to the homeowner. FNHW has not received requested documents and attempts to contact homeowner have been unsuccessful. Please contact FNHW to submit reimbursement documents for review to resolve your service claim under the terms and conditions of the Contract.
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, 6, 2015/12/03) */
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.
Our records show that on November 8,...

2015 you placed a claim for service of your water heater and bathroom shower valve. On November 9, 2015, FNHW was advised by the technician from Superior Plumbing that the water heater required replacement and the stem for the bathroom shower valve required replacement. At this time, a representative of our Authorization Department contacted you and explained this information, and at your request explained the option of cash in lieu of replacement for the water heater and/or repair of the bathroom shower valve. You advised that representative that you would call back with a decision regarding proceeding with the work through Superior Plumbing or taking the cash in lieu for one or both of the items.
You called back in to the Authorization Department later that same day and requested cash in lieu of the water heater replacement only, which was processed per your request. You contacted the Authorization Department again on November 11, 2015 stating the vendor had not contacted you to return to complete the repair of the bathroom shower valve. FNHW followed up on this and was advised by Superior Plumbing on November 12, 2015, that a misunderstanding had occurred and they were under the impression that cash in lieu had also been accepted for the bathroom shower valve. Superior Plumbing was instructed to re-order the shower valve parts. Between November 13 and November 16, 2015, Superior Plumbing went back out to complete the repair; however, they informed FNHW on November 16, 2015, that you claimed the shower leak persisted after the repair had been completed. At this time, FNHW agreed to place a transfer work order to a new vendor for completion of repairs to the bathroom shower valve. Accordingly, on November 16, 2015, FNHW dispatched a transfer work order to A.J. Bono Plumbing to assist in resolution of your claim.
You contacted FNHW on November 29, 2015 stating A.J. Bono Plumbing had not contacted you to schedule an appointment. The vendor's records indicate calls were made by the vendor to you on November 17, November 20, November 24, and November 25, 2015. Currently, the vendor is reporting that an appointment has been scheduled with you for the evening of December 8, 2015. FNHW intends to continue to pursue the resolution of this matter, and awaits the findings of A.J. Bono Plumbing in order to proceed.
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 the Authorization Department at X-XXX-XXX-XXXX, option 2.
Initial Consumer Rebuttal /* (3000, 8, 2015/12/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1) Superior Plumbing didn't arrive my property until late of the day on 11/9/15. He just provided diagnosis only without repairing because it was dark already while leaking water was placed for urgent care.
2) Before Superior Plumbing man left, he told me that he could come back tomorrow to repair if I confirmed with the FNHW to authorize him to do the jobs tonight. So that I contacted FNHW as soon as he left my property to confirm my request for his return to START (NOT "COMPLETE") his repair of the bathroom shower valve. The guy didn't come back to START his job until 11/16/2015. During 11/9/15-11/16/15, I contacted both Superior Plumbing and FNHW few times, thus, there was no MISUNDERSTANDING as you mentioned above, but it was just 7 days waiting for Superior Plumbing to re-order the shower valve parts which can buy right the way at the Home Depot!!!!
3) On 11/16/2015, he came and started his job, but the leak still persisted after his repair. Then he contacted FNHW to authorize more work while he still stayed in my property, but I don't understand why FNHW didn't allow him to continue the job instead transferring the job to a new vendor while leaking water still wasn't stopped yet!!!
4) I didn't get any phone call from A.J. Bono Plumbing on November 17, November 20, November 24, and November 25, 2015 as you mentioned above. If they actual called me then why didn't they leave me a message??? My phone [redacted] can prove for it!!!.
5) During 2 weeks (from 11/26/XXXX - XX/30/2015), I contacted FNHW many times and after received a careless service from FNHW, I filed my complaint to Revdex.com on 11/30/2015.
6) On 12/01/2015, FNHW contacted me and on the same day I really got a missed call and an message from A.J. Bono Plumbing.
7) A.J. Bono Plumbing came in today 12/7/15 to repair but the water still drip around 15 minutes every time after I shut the valve.
Final Business Response /* (4000, 10, 2015/12/16) */
Our records show the most recent correspondence sent by you through the Revdex.com was filed on December 7, 2015; however, you did not contact FNHW until December 11, 2015 to inform the Company of your continued problems in the resolution of your claim. We apologize for the inconvenience caused to you through this ongoing process. For the quickest response, please communicate with the Company regarding your claim status through our Authorization Department at X-XXX-XXX-XXXX, option 2.
As you know, as of December 11, 2015, a recall Service Work Order (SWO) has been dispatched to A. J. Bono Plumbing to assist in the resolution of your claim. For your reference, the number for A. J. Bono Plumbing is (XXX) XXX-XXXX. A representative of our [redacted] Department spoke to A. J. Bono Plumbing on the morning of December 14, 2015, and was advised that two messages had been left for you since December 11, 2015. The [redacted] representative then attempted to contact you personally via the only telephone number we have on file. A message was then left for you advising you of the call attempts made by A. J. Bono Plumbing, and providing you with their contact number so that you may return their call at your soonest convenience. As of December 16, 2015, A.J. Bono Plumbing reported an appointment was scheduled with you for the morning of December 17, 2015.
Should you have any additional questions or concerns do not hesitate to contact us at X-XXX-XXX-XXXX, option 2. Thank you for your business, we look forward to a continued service relationship with you.

Initial Business Response /* (1000, 5, 2014/04/14) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on March 31, 2014. Your concerns are important to our Company; I appreciate the opportunity to respond.
Please...

accept our sincere 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.
Our records indicate you spoke to an assistant manager in our Authorizations department in an attempt to completely resolve your plumbing claim. Please be advised that each claim is processed under the terms and conditions of the warranty and accepted or denied on that basis. We understand you had several plumbing failures at your property which include: garbage disposal jammed and needed to be repaired; leaking kitchen faucet and supply lines that needed to be replaced, leaking waste and overflow in the master bathroom that needed to be replaced and stoppages in the master bathroom that needed to be cleared. FNHW authorized these repairs under the terms and conditions of the Contract. We understand this has been completed.
In response to your request for FNHW to repair the secondary damage incurred on your property, unfortunately secondary damage is not covered. You may refer to the "Limits of Liability" #6 section of your Contract. This provision advises: "FNHW is not responsible for consequential or secondary damages resulting from the failure of a covered system and/or appliance and/or failure to provide timely service due to conditions beyond FNHW's control, including but not limited to delays in securing parts, equipment, and/or labor difficulties."
We hope that the true value of this home warranty coverage will continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to you. Should you have any additional questions or concerns do not hesitate to contact us.
Thank you for your business, we look forward to a continued service relationship with you.

Sincerely,

Customer Care Department
Fidelity National Home Warranty
Initial Consumer Rebuttal /* (3000, 7, 2014/04/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Regarding the secondary damage, this was caused due to your negligence. If these repairs were done timely then this would of never happened. I am not satisfied with your response. I spoke with a supervisor named [redacted] not sure the date but I am sure you have the record who suggested that if these are truly damages that were a result of negligence by FNHW then it will need to be reviewed further to access any repairs. This has not happened. I want someone that is higher up to review this situation and then make a decision.
Final Business Response /* (4000, 9, 2014/05/02) */
Fidelity National Home Warranty (FNHW) is in receipt of your rebuttal letter to the Revdex.com.
Our records indicate you spoke to an assistant manager in our authorizations department in an attempt to resolve your plumbing claim. It is our understanding that afterwards a service provider was at your property and checked the drain line and cleanout. He advised that stoppages were coming out of the cleanout when the stoppage was occurring; however currently there were no leaks/stoppages or any secondary damage found.
The technician also advised the tub stopper was not working properly and the repair has been completed. FNHW believes this claim to be resolved.

Sincerely,
Customer Care Department
Fidelity National Home Warranty

Initial Business Response /* (1000, 5, 2014/05/21) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on May 14, 2014. Your concerns are important to our Company; I appreciate the opportunity to respond.
Please...

accept my apologies for any inconveniences you felt as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Our records show that you have contacted our accounting department regarding the refund of your Contract with Fidelity National Home Warranty (FNHW). FNHW considers this claim to be resolved.
We understand you requested for a refund check to be sent since you had cancelled your credit card account. Please be advised that processing a refund other than the original form of payment is an exception to our policy. Although the exception was missed, FNHW has processed the refund according to our policy onto the original form of payment and the refund was reflective onto your account as of April 3, 2014. You may contact your credit card company for further assistance regarding your refund.
Sincerely,

Customer Care Department
Fidelity National Home Warranty
Initial Consumer Rebuttal /* (3000, 7, 2014/05/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have still got a refund from them and they did not follow proper instructions.
I have still not got my refund from AMEX or FNHW.
Please ask them to issue a refund as per the instructions in my signed letter.
Final Business Response /* (4000, 9, 2014/05/30) */
Fidelity National Home Warranty (FNHW) is in receipt of your rebuttal letter to the Revdex.com.
As you have been previously advised, processing a refund other than the original form of payment is an exception to our policy. Although the exception was missed, FNHW has processed the refund according to our policy onto the original form of payment and the refund was reflective onto your account as of April 3, 2014. Please contact your credit card company for further assistance regarding your refund.
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.)
Dear Revdex.com,
This company has not managed this refund process well at all and it is a mess that I need to clean up.
They give all these excuses and if they did their job properly then I would not be in this situation.
Please ask them to follow up on this matter.
Thank you
[redacted]

Initial Business Response /* (1000, 5, 2015/09/09) */
We are certainly sorry to hear of this homeowner's concerns and we have conducted a detailed review of her file to evaluate all of the items that she has mentioned. It is important to remember in this review that BPG did not cause the...

failure to her A/C system and that we are bound by the terms of the warranty contract (and the [redacted] Real Estate Comission) to execute the terms of the contract as they are written.
The claim was called in to BPG on 7/22 @ 8:26pm (GA time) and was dispatched to a local, licensed, independent technician from Extreme Comfort. A quick check of the [redacted] Department of Licensing and Regulation shows that they remain an actively licensed A/C contractor.
On 7/24, we heard this story about the claim being "automatically denied". We immediately explained to the homeowner, their agent & our local sales executive that we had not received any report from Extreme Comfort and that no decision can ever be made without a review by BPG's authorization team. We understood the homeowner was bringing in a 2nd opinion and we explained to her on 7/25 that if she wanted us to review their findings we certainly could; but not after the repairs were done.
On 7/27, we finally received the report from the technician that the TXV valve (thermostatic expansion valve) was bad and would need to be replaced. This was authorized immediately at a cost to BPG of $300. When the technician went to replace the TXV on 7/28 they found that the homeowner had already replaced her entire system.
Since that time, we've learned that the homeowners technician diagnosed "bad/stuck compressor valves" and made the decision to replace the whole condenser unit at a cost of $2,[redacted] instead of repairing the valves.
The warranty contract clearly reads under "how to obtain service" in bold, capitalized lettering; "BPG DOES NOT REIMBURSE OR PAY FOR REPAIRS MADE WITHOUT PRIOR APPROVAL". The contract then gives specific instructions on how the homeowner can use their own technician and still have it covered by the warranty. Unfortunately, those instructions were not followed in this case.
The warranty contract also explains under the "limitations on liability" section and under "repair or replacement" that, "BPG solely [redacted] decide what repairs or replacements [redacted] be performed.
It's regrettable that the homeowner elected to replace the system without consulting BPG as that decision rendered her claim non-covered by her home warranty policy. The fact that both technicians reported the bad valves demonstrates that this likely would have been a covered repair had they worked within the terms of the policy. For that reason, our sales executive worked with our authorizations team to ensure that a check would be offered to the homeowner in the amount of $425 as a goodwill gesture on this claim. We [redacted] not be able to reimburse her for the cost of her A/C replacement as independent technicians did provide a repair solution as opposed to a replacement solution.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This is a case that is arguing over BPG's responsibility to send out well-versed and knowledgeable contractors in regard to the home warranty process. The fact that my statement was claimed to be a "story", is erroneous and false. When I was told that my air conditioning unit was not covered (by Extreme Comfort technician), a phone call to [redacted] was made. It was at this point, that she clarified that they (Extreme Comfort) were "not supposed to do that," and that "they (Extreme Comfort) would have no way in knowing what is covered or not." BPG Home Warranty hired contractors who are unknowledgeable and recommended services that totaled 3294.00. There also was NEVER any talk of a 300 dollar covered fix. As a paying customer, BPG 's contractors were confused, and slow to send the necessary paper work for approval. Because of the confusion, it took a long 4 days to get any type of approval. Again, this was in July in [redacted] when temperatures were well over 100 degrees during a time in which I had my 89-year-old grandfather visiting. BPG is negligent in providing the best service for their customers.
In reference to the contractors that were hired, the fact that they are licensed in the state of [redacted] doesn't take away from the fact that Extreme Comfort was more than happy to come to the quick conclusion that the air conditioner was "not covered". For them this was a potential business opportunity and began the process of addressing financing so they could begin work for their own profit.
When I spoke on the phone to [redacted] on 9/4, she stated that a $425 courtesy reimbursement would be granted. The amount is reflective of a $75 dollar minus a total of $500. This amount was deducted because it was claimed that the $75 service fee was not paid to Extreme Comfort. I have the statement of the cashed check (# [redacted]) of $75.00 written to Extreme Comfort and was cashed on 7/29/15. I would be happy to produce this proof. When it comes to facts, BPG just cannot keep them straight. This just serves as an example of how disorganized this business is.

Initial Business Response /* (1000, 6, 2014/08/20) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on August 11, 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.
We understand that you are upset in regard to the out of pocket cost for modifications needed for your evaporative coil replacement. Each claim is processed under the terms and conditions of the warranty contract and accepted or denied on that basis. As you are aware, your evaporative coil failed and has been authorized for replacement under the terms and conditions of your warranty contract. Due to the size of the new evaporative coil, the existing forced air furnace will not work and needs to be modified/replaced. Per your Contract's Limits of Liability #7, "FNHW is not responsible for the cost of modifications necessary to repair or replace a covered system or appliance, including but not limited to pipe runs, flues, ductwork, structures, electrical, or other modifications." This is further supported by the 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."
Our records indicate that you spoke to an Assistant Manager in our Authorization department on August 18, 2014 and you agreed to out of pocket costs. A letter regarding these costs will arrive to you under a separate cover. Please use this letter as confirmation that FNHW has ordered the needed equipment and that the service vendor will contact you once it is available to schedule for repairs.
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, 2014/05/13) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on April 28, 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.
Our records indicate that we have been unsuccessful in our attempts to contact you regarding a resolution to your claim. Each claim is processed under the terms and conditions of the Contract and accepted or denied on that basis. Upon further consideration and because we value your business,FNHW is offering you a check in the amount of $1,087.52, our cost to replace your microwave oven. This check will arrive to you under a separate cover in 10-15 business days.
Please note that the current unit that you have is a gas powered microwave oven combination unit and this style is no longer being made, only electric. The power source would need to be modified from gas to electric power in order to support the new appliance. Please refer to your Contract's "Limits of Liability" #7 provision which states, "FNHW is not responsible for the cost of modifications necessary to repair or replace a covered system or appliance, including but not limited to pipe runs, flues, ductwork, structures, electrical, or other modifications."
We hope that the true value of this home warranty coverage will continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to you. Should you have any additional questions or concerns do not hesitate to contact us.
Sincerely,

Customer Care Department
Fidelity National Home Warranty
Initial Consumer Rebuttal /* (2000, 7, 2014/05/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for issuing the payment for replacement of the appliance . This a fair resolution and we accept you offer. We have been insured with fidelity for the past 7 years for multiple properties .

Initial Business Response /* (1000, 5, 2014/07/16) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on July 8, 2014. Your concerns are important to our Company; I appreciate the opportunity to respond.
Each claim...

is processed under the terms and conditions of the warranty contract and accepted or denied on that basis. Our records show a service technician was at your property on July 7, 2014 and found that the compressor relay failed and needed to be replaced. He advised the relay was a factory-ordered part and the estimated time of arrival was 3 weeks. Our office then conducted a part search and was unable to locate the part sooner. Please note that as stated under the Contract's "Limits of Liability" #3 provision: "When parts are necessary for completion of service, FNHW will not be responsible for delays that may occur in obtaining those parts."
We understand you are upset regarding the part delay and are very sorry for any inconveniences that you and your family have experienced during this claim process. As a gesture of customer service, FNHW has offered and processed a reimbursement toward the cost you paid for a compact refrigerator. This reimbursement check in the amount of $173.99 will arrive to you in approximately 10-15 business days.
We hope that the true value of this home warranty coverage will continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to you. Should you have any additional questions or concerns do not hesitate to contact us.
Thank you for your business, we look forward to a continued service relationship with you.

Sincerely,

Customer Care Department
Fidelity National Home Warranty
Initial Consumer Rebuttal /* (3000, 7, 2014/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The part finally arrived and was installed. The refrigerator "works" but the repairman indicated that because of the amount of the delay, mold has now grown inside the airducts and grates and can only be cleaned by a pro0fessional. IT IS A HEALTH RISK TO USE THE APPLIANCE. I called and was told Fidelity does not cover cleaning/maintenance. THE PROBLEM ONLY AROSE BECAUSE OF FIDELITY'S DELAY IN REPAIRING THE APPLIANCE. I request Fidelity pay for a professional cleaning of the refrigerator, so that we can use it again.
Final Business Response /* (4000, 9, 2014/08/12) */
Fidelity National Home Warranty (FNHW) is in receipt of your rebuttal letter to the Revdex.com.
We understand that your repairs have been completed and your refrigerator is now working but are requesting for FNHW to have maintenance performed on your refrigerator. Please review your Contract terms specifically in regard to descaling/routine maintenance located in the Limits of Liability #5 provision of your Contract 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."
We understand that you are upset and again we apologize for any inconveniences that you have experienced; however, as you have been advised, FNHW made every effort to obtain the part needed sooner. The compressor relay is a factory-order part and its estimated time of arrival is no fault of FNHW nor the vendor involved. As stated in the Contract's Limits of Liability #3 provision: "When parts are necessary for completion of service, FNHW [redacted] not be responsible for delays that may occur in obtaining those parts."
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

Initial Business Response /* (1000, 8, 2015/04/22) */
Fidelity National Home Warranty (FNHW) is in receipt of your complaint to the Revdex.com. Your concerns are important to our Company; I appreciate the opportunity to respond.
Upon review of your complaint I understand that...

you are dissatisfied with FNHW's service for the refrigerator claim and the customer service by our representative over the phone. 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.
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. To be frank, there is no excuse for an employee to be inconsiderate or rude to a customer. I have forwarded your letter to the Vice President of our Service Department as it is important feedback you provided. You have my assurance that this matter has already been addressed with the representative involved.
Our records show that on that the dishwasher control panel was repaired during this same service; and although the technician installed a new inverter board on the refrigerator doing so did not solve the problem. Additional authorization was given to replace the control panel of the refrigerator. This part was found to be no longer available through the manufacturer. At this point FNHW determined to have the control board rebuilt and offered to reimburse you $100.00 toward renting a refrigerator while the control panel was being rebuilt. FNHW received an email from you on this matter prior to your request for assistance through the Revdex.com and our records show you accepted cash in lieu of repairs on the refrigerator.

Initial Business Response /* (1000, 5, 2014/02/14) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on February 11, 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.
We understand that you spoke to an Authorizations Department Assistant Manager on February 11, 2014 and your heating claim has been completely resolved under the terms and conditions of the warranty contract. Our records indicate the technician serviced your property on February 12, 2014 and replaced a control module and cleaned the flame sensor for your forced air furnace.
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

It's the worst ever warranty and they just want your money and NOT fix the issue. I've living with a problem-ridden fridge for past 4 months and after 8 visits from warranty people , the issue still exists.

Initial Business Response /* (1000, 5, 2014/12/23) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on December 17, 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. We understand that you were recently in contact with a representative in our Customer Relations in an attempt to resolve your dishwasher claim. Our records show a service technician was at your property on or about December 22, 2014 and found there was a failure with the wheels for the upper rack of your dishwasher. FNHW authorized the replacement of these wheels with an estimated time of completion to be approximately 2 weeks.
We hope that the true value of this home warranty coverage [redacted] continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to you. Should you have any additional questions or concerns do not hesitate to contact us.
Sincerely,

[redacted] Department
Fidelity National Home Warranty
Initial Consumer Rebuttal /* (2000, 7, 2014/12/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Awaiting the service technician's next visit to see if the problem with the top rack is corrected.

I have been waiting for nearly 2 months to have my heating and air conditioning repaired under Fidelity National Home Warranty with no resolution. We have suffered through 3 heat waves with more to come, and have been repeatedly promised that our claim has been expedited. The vendor they sent us to has poor reviews, and to complicate matters, they have told me that Fidelity Authorization group puts them on hold for hours with no resolution or call back. When I call Authorization, I am put on hold with ho pick-up at the other end.

Initial Business Response /* (1000, 5, 2015/06/29) */
We have reviewed this homeowner's concerns and we are sorry to see that this matter has now been lingering for several weeks. As his detailed complaint attests; we have been actively working with the homeowner to identify the failure to...

the dishwasher so that coverage can be afforded under the home warranty policy. As he describes; three separate licensed technician's have investigated this claim. All of the technician's continue to report that there is no mechanical failure at the property.
This is important because this claim is subject to the home warranty policy. The warranty explains that; "COMPANY [redacted] repair or replace the covered systems, components and appliances that fail due to normal wear and tear that occurs during the contract term." The dishwasher is a covered system. In the "Kitchen Appliances" section of the contract, it explains that we cover parts and components that affect the operation of the dishwasher.
As there is no mechanical failure and no part or component that has been identified as in need of repair or replacement there is nothing that BPG can do to address a functional dishwasher. Moreover, the "hard water" and calcium build-up that is being described by the most recent technician is specifically listed in the warranty policy as being non-covered. The "diminution of efficiency" (i.e. the dishwasher is not cleaning as well as it used to) is also not covered by the warranty.
While we appreciate the frustration that this causes to the homeowner; without a licensed technician's report of a specific failure we have no way to cover this component. We would be happy to review another opinion if the homeowner would like to bring in a 4th contractor; but with 3 opinions already on file we are satisfied that this unit has been thoroughly investigated.
If you believe all or part of the claim has been wrongfully denied or rejected, you may have the matter reviewed by the California Department of Insurance, [redacted] Los [redacted] CA XXXXX . Phone XXX-XXX-XXXX.

Initial Consumer Rebuttal /* (3000, 7, 2015/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Good to hear back from Fidelity Home Warranty though disappointing to read that they consider a dishwasher that does not clean the dishes, glasses, and silverware as "functional". While it is true the dishwasher turns on, sloshes the water about, and turns off, it is far from functional as the dishes come out of the machine with food particles still on them, the glasses with a white film residue, and the silverware barely cleaner than before the dishwasher went through its cycles.
It is additionally disappointing to read that they are now claiming calcium build-up as a reason they [redacted] not honor the terms of our home warranty contract to replace the dishwasher even though none of the three licensed technicians reported calcium build-up nor is there any evidence of this in the machine.
While Fidelity may be " . . . satisfied that the unit has been thoroughly investigated", we continue to be plagued with dirty dishes from every dishwasher load. That is, clearly not a properly operating dishwasher from any rational person's viewpoint. This is not "diminution of efficiency" as Fidelity states but operating failure.
For Fidelity to state, ". . . there is nothing that BPG can do . . ." is remarkable in its corporate sided avoidance of the simple solution of replacing the non-working machine.
As we have been asked by the Revdex.com to provide a middle ground offer to settle this matter, we would consider the refund of the $465 that we paid for the home warranty as a reasonable solution (we would absorb the $65 trade call fee as a sign of reasonableness even though a new replacement stainless steel LG dishwasher [redacted] cost us considerably more than $465). Upon receipt of that refund we would immediately cancel the Fidelity home warranty contract, not pursue resolution of this matter through other means, and replace the broken dishwasher on our own.
Final Business Response /* (4000, 9, 2015/07/07) */
While we appreciate the homeowner's frustrations, all of our decisions are based on the findings of the licensed independent technicians who have evaluated this appliance.
As a home warranty company; we are a regulated industry and must continue to operate within the confines of the contract. If the homeowners wish to cancel their policy they can certainly do that; however they would only receive a pro-rata refund less a service charge. Only cancellations made within the first 30 days can be fully refunded. As this policy started last September we are well outside that range.
If you believe all or part of the claim has been wrongfully denied or rejected, you may have the matter reviewed by the California Department of Insurance, [redacted] St., Los [redacted] CA XXXXX . Phone XXX-XXX-XXXX.

Initial Business Response /* (1000, 5, 2014/07/16) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on July 4, 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.
We understand that you were upset regarding FNHW's coverage decision in reference to your kitchen fan claim. 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 July 1, 2014 and found that although there were no mechanical failures with your kitchen fan, the vent which attaches to the microwave needed to be repaired. Please refer to your Contract's "Terms of Coverage" #8 provision which states: "This contract covers only those parts, systems and/or appliances specifically mentioned as covered and excludes all others." Vents are not specifically mentioned as covered.
Because we appreciate your business and look forward to a continued service relationship with you, as a gesture of customer service, FNHW has refunded your $60.00 service fee.
We hope that the true value of this home warranty coverage will continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to you. Should you have any additional questions or concerns do not hesitate to contact us.
Sincerely,

Customer Care Department
Fidelity National Home Warranty