Fidelity National Home Warranty

I requested service on a faucet in my bath and shower faucet. The company they sent [redacted] sent an either incompet or a thief who wanted to overcharge a 80 yr. old women for an unnecessary ans extreme service repair. I suggest that fidelity NEVER use this company for Plumbling service. He made no attempt to loosen screw and remove handle to adjust cylinder.

My A/C went out last Monday. It is now the following Wednesday and still the part that is needed is not in. Why? The company sent out a guy the same day I called them (Monday). He told me and the company what was needed to repair and would take 3-5 days to get in. That was last Wednesday. We find out that the company didn't order the part needed (compressor) until this Monday - a week later! Why did they wait a week to order the part? They said they has to "approve" the warranty wrok. I have been displaced staying with relatives for 10 days and counting now in the 95 degree Texas heat. This is a horrible company. Don't use them!!! Run!!!

Initial Business Response /* (1000, 5, 2015/10/05) */
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 a rush service claim was called in on August 28, 2015 and the soonest service we were able to locate was for August 29, 2015. The service call was cancelled by the homeowner as an FNHW independent service contractor was arriving at the property. As stated under Terms of Coverage #3, "Service Trade Call Fee (fee): A $65.00 fee is due for each service trade request and is paid to the contractor upon arrival at the home. For example, if a contract holder needs both a plumber and an appliance technician, each [redacted] require a separate service trade call fee. The fee is due once we initiate the service request on your behalf and is still due when: the diagnosis results in a complete or partial exclusion of coverage; the contractor is in route to the home and you cancel the appointment; you fail to provide the necessary access to perform the service request, including not being home at the time of the pre-arranged appointment. Failure to pay a fee [redacted] result in suspension of coverage until such time as the proper fee is paid. Upon receipt of that payment, coverage [redacted] be reinstated for the remainder of the contract term."
As a gesture of customer service FNHW has waived service fee and taken the home warranty contract out of suspension status as this was your first claim with 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. Should you have any additional questions or concerns do not hesitate to contact us. We value your business and look forward to a continued service relationship with you.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I had an additional problem with my garage door at my house and contacted the business. I was told by the representative that my account was "CANCELLED', not suspended. I was told I would be switched over to the service department to continue my cancelled request. No one answered at the service department and when I called the business back again they answered and immediately hung up. Due to this inconsideration I had to pay $450.00 to have my garage door repaired. I also have mailed the requested $65.00 to the business and never received it back. I am asking for assistance with the payment of $350.00 for my garage door and my $65.00 returned.
Final Business Response /* (4000, 12, 2015/10/22) */
Upon review of your complaint FNHW understands that you are dissatisfied with the service fee for your service work order. Our records show the service fee payment was received and a refund in the amount of $66 was issued on or around October 20, 2015 as we had previously waived the service fee as a gesture of customer service.
Please be advised that each claim is processed under the terms and conditions of the warranty and accepted or denied on that basis. As per Terms of Coverage #1 of the Contract, "If a covered item fails during the contract term, the contract holder must place a service request at www.homewarranty.com or by calling X-XXX-XXX-XXXX. Should the contract holder contract directly with others or do the work themselves, Fidelity National Home Warranty (FNHW) [redacted] not reimburse that cost."
However, as a gesture of good faith FNHW [redacted] review your paid invoice for the garage door opener services you had done for possible coverage under your home warranty. Please review your contract coverage below for the Garage Door Opener section of the Contract. As you mentioned repair of the door, please be advised that the actual "garage door" is listed as not covered.
Garage Door Opener
Standard Items: Wiring - motor - switches - receiver unit - track drive assembly.
Comprehensive Items: Hinges - springs - remote transmitters. (via Comp Plan)
Not Covered: Garage doors - rollers - guides.
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. If you believe all or part of the claim has been wrongfully denied or rejected, you may have the matter reviewed by the California Department of Insurance, 300 South Spring St., Los Angeles, CA 90013 (phone XXX-XXX-XXXX).

Initial Business Response /* (1000, 5, 2014/08/21) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on August 14, 2014. Your concerns are important to our Company; I appreciate the opportunity to respond.
I...

understand you are displeased with the level of service you received from FNHW and the time it took to process your microwave oven claim.
On behalf of FNHW, please accept my apologies for the inconveniences you have experienced during the process of this claim. FNHW operates with the best intentions and deepest respect for all of our customers. When you purchased a home warranty Contract with FNHW you have every reason to expect quality customer service. Clearly that did not happen, and I was disappointed to hear of the delays and that you had to initiate the majority of the phone calls regarding the status of your claim.
By taking the time to bring this issue to our attention, you have given me the opportunity to consider what we can do to prevent similar situations from occurring again. As a gesture of customer service, I am refunding the $60.00 Service Fee you paid for your microwave oven services. A check will arrive under a separate cover within 10-15 business days from the processed date.
Our records indicate that the delivery of your microwave oven is set for tomorrow, August 22, 2014. Per Sears, an installer will contact you to set an appointment.
In response to your request for a discount on your Contract renewal, unfortunately we are unable to honor this request.
Please do not hesitate to contact us with any questions or concerns. We value your business, and look forward to a continued service relationship with you. Thank you for taking the time to read this letter.
Sincerely,

[redacted] Department
Fidelity National Home Warranty
Initial Consumer Rebuttal /* (2000, 7, 2014/08/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied that they admitted the situation poorly. Their refund of the service call fee is a goodwill gesture that I appreciate.

Initial Business Response /* (1000, 6, 2015/11/10) */
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 on November 6, 2015 you spoke with our representative [redacted] regarding submitting a copy in writing of your deductible amount from your insurance company to expedite resolution.
It is our hope that the value of this home warranty coverage [redacted] continue to be beneficial as FNHW aims to provide the highest levels of service to you. Should you have any additional questions or concerns in regard to this service, please do not hesitate to contact our Authorization Department at XXX-XXX-XXXX.
Initial Consumer Rebuttal /* (3000, 8, 2015/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes, we have been in contact with [redacted], who has been professional and courteous in all communications with me. My partner and I have signed a settlement agreement and await receiving a fully executed copy as well as full reimbursement for our insurance deductible. When the process is complete, I [redacted] consider accepting the business response and having this claim closed. Thank you.
Final Business Response /* (4000, 10, 2015/11/30) */
Upon review of your complaint Fidelity National Home Warranty (FNHW) understands that you have been sent the final settlement documents for this matter. Our records show that on November 13, 2015 the Company sent a signed settlement agreement, check and cover letter to you via Federal Express.
As always, should you have any questions or concerns, please do not hesitate to contact the undersigned. Thank you for your cooperation in this matter. Again, please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconveniences you may have experienced during the claims process. FNHW operates with the best of intentions and deepest respect for all of our customers. Our goal is to provide superior customer service and allow our contract holders to have peace of mind when dealing with repairs or replacements associated with owning a home. We value your business and look forward to a continued service relationship with you.
Final Consumer Response /* (2000, 12, 2015/12/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your professionalism.

I wished I would have checked the reviews for this company on Yelp and this site before signing up with them. This is company doesn't understand what customer service is. They take your money and say the [redacted] with you when you call for a service.

Very poor service. 2 days and waiting for air-condition services when it is 95 degrees. All because fidentity was not able to dispatch service company properly.

Initial Business Response /* (1000, 5, 2015/10/27) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconvenience you had during this process. FNHW operates with the best of intentions and deepest respect for all of our customers. Our goal is to...

provide superior customer service and allow our contract holders to have peace of mind when dealing with repairs or replacements associated with owning a home.
Our records show a service claim was called in on August 25, 2015 and a scheduled service appointment was set up on or around August 26, 2015 for the kitchen refrigerator and oven appliances. Due to scheduling conflicts between you and the service technician, a follow-up appointment for the oven diagnosis was not possible. FNHW offered the option of using an outside independent technician under the Terms of Coverage #2 of the Contract, "Should FNHW grant the contract holder authorization to contact a contractor directly to perform a covered service, FNHW [redacted] reimburse the contract holder only if the contractor is qualified, licensed, insured, and provides fair and reasonable rates on parts and labor. Once the contractor arrives at the property and prior to the contractor performing any repairs for which the contract holder may seek reimbursement, the contract holder must contact FNHW by calling X-XXX-XXX-XXXX to confirm that service work is covered under the contract." However, this offer was declined and a transfer service appointment with FNHW independent service contractor was scheduled for diagnosis. Once the replacement parts arrive, FNHW can proceed with the covered repairs for the auxiliary refrigerator and oven appliance units under the terms and conditions of the Contract.
As a gesture of customer service FNHW has waived service fee. We hope that the true value of this home warranty coverage [redacted] continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to you. Should you have any additional questions or concerns do not hesitate to contact us. We value your business and look forward to a continued service relationship with you.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is terribly inaccurate. The dates are wrong, as well as the timeline. I do NOT accept and I want to be compensated for the of the food that has gone to waste, as well as eating out or ordering in for the last nearly 2.5 months.
We have had multiple conversations with not only Fidelity but with the vendor. Neither the Fridge nor the oven work, and we have not heard from anyone in nearly 2 weeks.
The last call I got was from the vendor Fidelity used, that was 10 days ago saying it took them awhile to reach Fidelity to approve what they needed.
I have NO fridge nor NO oven... and I am unable to cook for a family of 7....
The first company they called, Major Home Appliance was utterly awful, and took nearly 30 calls for any response, and while the new company has been a pleasure to work with, I still have ZERO resolve and worse... there is no plan.
We do NOT accept response...Nor have we received any credit or fees back. Or mention of all of the food that spoiled in the refrigerator.
SM
Final Business Response /* (4000, 9, 2015/11/18) */
Upon review of your complaint FNHW understands that you are dissatisfied with the service fee for your service work order. Our records show the service fee payment was received by check to the service technician at time of service and a refund is being issued as we had previously waived the service fee as a gesture of customer service.
Please be advised that each claim is processed under the terms and conditions of the warranty and accepted or denied on that basis. As stated in the Additional Refrigerator Option section of the Contract, "food spoilage" is not covered. FNHW has been advised by the independent service technician that all needed repairs have been completed.
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.
Final Consumer Response /* (4200, 11, 2015/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is simply not true... we have paid every single time.
The fridge is leaking, and the tech showed up unannounced.
PLEASE address the issue... the issue is spoiled food and meat to the tune of $500-...
Your tech showed up after the company canceled the appt and said he did not get notified from his company. The company said NO TECHS in the area that day...
He tried to fix and said he needed another part.
Still not fixed.
How [redacted] we be compensated?
[redacted]

Initial Business Response /* (1000, 5, 2014/03/06) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on March 5, 2014. Your concerns are important to our Company; I appreciate the opportunity to respond.
I would...

first like to begin by apologizing for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Each claim is processed under the terms and conditions of the contract and accepted or denied on that basis. I understand you were disputing the service trade call fee of $60.00 since the work was not covered under the warranty. Please note that as stated under "Terms of Coverage" #3 of your Contract,
"There is a $60.00 service call fee due for each trade call, or actual cost of service, whichever is less, paid to the independent service contractor at the time of service. For example, if a contract holder needs both a plumber and an appliance technician, each will require a separate service trade call fee. Failure to pay the service trade call fee will result in suspension of coverage until such time as the proper fee is paid. Upon receipt of that payment, coverage will be reinstated for the remainder of the contract term. Service requests must be received prior to the expiration of the contract term."
However, since we appreciate your business and look forward to a continued service relationship with you, as a gesture of customer service, FNHW has waived the service fee.
We hope that the true value of this home warranty coverage [redacted] continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to you. Should you have any additional questions or concerns do not hesitate to contact us.
Sincerely,

[redacted] Department
Fidelity National Home Warranty
Final Consumer Response /* (2000, 7, 2014/03/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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 the first technician who serviced your home on or about March 13, 2016, cleared the kitchen sink branch line stoppage. You then called the Company back and advised your home was experiencing a mainline stoppage. Per your request, the Company agreed to send a different technician out to your home with the agreement that a new service fee would be due. Subsequently, your claim was denied pursuant to the Plumbing System/Stoppages section of the Contract which states FNHW will cover: "stoppages which can be cleared with standard sewer cable (125') through an existing, accessible, ground level mainline cleanout without excavation." Additionally, "access to drain or sewer lines from vent" is specifically mentioned under the Not Covered header.The Company understands you are requesting a refund of the service fees you paid for the two above referenced service work orders. As a gesture of good faith please be advised the Company has waived the service fee associated with the most recent service work order. However, the Company considers the service fee associated with the original service work order to be due pursuant to the provisions of the Home Warranty Contract and thus will not be refunded. 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.

Initial Business Response /* (1000, 5, 2015/06/29) */
FNHW operates with the best of intentions and deepest respect for all of our customers. All claims are processed according to the terms and conditions of the contract. In this case, the failure was a freeze break of a pipe inside a wall...

of the home. Although FNHW covers for many failures to the systems and appliances in the home, failures due to "freeze" are not covered as stated the contract's limits of liability #5:"FNHW is not responsible for repairs or replacement due to misuse or abuse, disassembled or missing parts nor for failures or damage due to: fire, flood, smoke, lightning, freeze, earthquake, theft, storms, accidents, riots, war, vandalism, animals or pests, power failure, surge and/or overload..."
Our records show, FNHW Assistant Manager [redacted] has been in touch with you in regard to the service fee as well as cash in lieu of service for closing the opening the plumber made to a rough patch finish as per the Plumbing System and Stoppages section of the Contract. As advised by [redacted], FNHW paid the technician to diagnosis the failure which included opening of the wall. The service fee is due as per your Contract Terms of Coverage #3:"Service Trade Call Fee: There is a $60.00 service call fee due for each trade call, or actual cost of service, whichever is less, paid to the independent service contractor at the time of service. For example, if a contract holder needs both a plumber and an appliance technician, each [redacted] require a separate service trade call fee. Failure to pay the service trade call fee [redacted] result in suspension of coverage until such time as the proper fee is paid. Upon receipt of that payment, coverage [redacted] be reinstated for the remainder of the contract term. Service requests must be received prior to the expiration of the contract term." Cash in lieu for closing the wall opening [redacted] arrive under separate cover within 10-15 business days.
FNHW values your business and looks forward to a continued service relationship with you.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied with the response from Fidelity.

Initial Business Response /* (1000, 5, 2014/08/21) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on August 18, 2014. Your concerns are important to our Company; I appreciate the opportunity to respond.
We...

understand that you were upset that you were not informed by FNHW and the service technician regarding the denial status of your claim. Please note that it is FNHW's customary procedure to contact you, our customer regarding the status. I am disappointed to hear that this did not happen. By taking the time to bring this issue to our attention, you have given me the opportunity to consider what we can do to prevent similar situations from occurring again.
Each claim is processed under the terms and conditions of the warranty contract and accepted or denied on that basis. Our records show that you requested service on August 4, 2014 that all toilets and sinks are slow draining. A service technician was at your property on August 5, 2014 under service work order (SWO) #XXXXXXX and found that a mainline stoppage was occurring; however there was no cleanout present to clear the stoppage. Subsequently, the claim was denied per your Contract's Plumbing System/Stoppages section which states, "FNHW only covers for stoppages which can be cleared with standard sewer cable (125') through an existing, accessible, ground level mainline cleanout without excavation." The technician then proceeded to clear the stoppage and charged you on retail for this repair.
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers. We additionally keep these same thoughts in mind when selecting the companies with whom we work closely with. Rest assured your concerns were forwarded to our Vendors Relations Department manager to discuss directly with the company's owner. FNHW monitors all vendors for quality to ensure the utmost service is being provided to you.
Because you were not informed of the status, as gesture of customer service, FNHW is offering to reimburse the cost you paid to have the stoppage cleared in your home. At your earliest convenience, please submit your paid invoice to our Authorizations Department for further review to: [redacted]@fnf.com or fax to XXX-XXX-XXXX. Please note the $65.00 service fee [redacted] be deducted from this amount. 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."
We hope that the true value of this home warranty coverage [redacted] continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to you. Should you have any additional questions or concerns do not hesitate to contact us.
Thank you for your business, we look forward to a continued service relationship with you.

Sincerely,

[redacted] Department
Fidelity National Home Warranty
Initial Consumer Rebuttal /* (2000, 7, 2014/08/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am glad FNHW has recognized the procedure error. I have complained to my Reality Agent on this matter and was ready to advise my friends (currently buying or selling homes)not to use FNHW services. Now I have changed my mind since FNHW has promptly admitted its misstep and resolved my complaint.

Initial Business Response /* (1000, 5, 2015/07/10) */
As a gesture of customer service the service fee has been removed from the service work order and your pending appliance service has been dispatched.
Please be advised that FNHW processes all service according to the Terms and...

Conditions of the Contract. The service fee is due when FNHW initiates the service request, as per the Terms of Coverage #3 of your Contract, also available to view on our web site by selecting a sample California Contract.
"Terms of Coverage #3 Service Trade Call Fee (fee): A $65.00 fee is due for each service trade request and is paid to the contractor upon arrival at the home. For example, if a contract holder needs both a plumber and an appliance technician, each [redacted] require a separate service trade call fee. The fee is due once we initiate the service request on your behalf and is still due when: the diagnosis results in a complete or partial exclusion of coverage; the contractor is in route to the home and you cancel the appointment; you fail to provide the necessary access to perform the service request, including not being home at the time of the pre-arranged appointment. Failure to pay a fee [redacted] result in suspension of coverage until such time as the proper fee is paid. Upon receipt of that payment, coverage [redacted] be reinstated for the remainder of the contract term."
Initial Consumer Rebuttal /* (2000, 7, 2015/07/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thanks for the consideration.

Initial Business Response /* (1000, 5, 2015/10/26) */
Your concerns are important to our Company; I appreciate the opportunity to respond.
Our records show that on October 22, 2015, Fidelity National Home Warranty (FNHW) authorized replacement of your microwave. Later that same day, you...

accepted cash in lieu of replacement of the microwave. Accordingly, FNHW processed the cash in lieu check per your request. Please be advised that FNHW has waived the service fee in conjunction with the above Service Work Order (SWO). FNHW considers this matter to be resolved.
We hope that the true value of this home warranty coverage [redacted] continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to you. Should you have any additional questions or concerns do not hesitate to contact us.

Initial Business Response /* (1000, 5, 2014/08/15) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on July 31, 2014. Your concerns are important to our Company; I appreciate the opportunity to respond.
FNHW is...

aware you are saying that you installed your water fall pump in place of your main pool pump to protect your pool from any damages. As stated in your Contract's Swimming Pool and/or Spa Equipment section, "waterfalls and their pumping systems are not covered."
Our records show that you spoke to an assistant manager in our Authorizations department in an attempt to resolve your claim. In order to diagnose the failure to the main pump, it needs to be reconnected in the main pump capacity and not in the water feature capacity. It is our understanding that you've had your own pool technician reconnect the main pump. Please allow a FNHW technician return to diagnose the failure to your main pool pump. FNHW processes all claims according to the terms and conditions of the Contract.
Should you have any additional questions or concerns do not hesitate to contact us.
Sincerely,

Customer Care Department
Fidelity National Home Warranty

Initial Business Response /* (1000, 5, 2016/01/07) */
Company records show your coverage began on December 19, 2014. On December 30, 2014, you contacted the Company to request service on several loose electrical outlets throughout the home. On December 31, 2014, the technician with Davis...

Electric informed the Company that he had completed repair of an issue that wasn't even originally reported to the Company concerning the electrical wiring for your thermostat. In addition, the technician reported that 6 outlets in the home were loose and would no longer hold plugs. The technician opined that the outlets in question were not in good, safe working order at the start of contract coverage just eleven days prior to the initiation of the service request. Subsequently, your claim was denied pursuant to Term of Coverage #10 contained in your home warranty.
On December 30, 2014, you also requested service on your heating system. The Company promptly dispatched a service technician. However, the following day the technician informed the Company that your heater was a hydronic/radiant heating system which they were unable to service. Upon learning this information, the Company proceeded to locate a suitable service technician. Conversely, you decided to cancel the service call.
On November 16, 2015, you called to request service for your kitchen and bathroom circuit breaker. The Company promptly dispatched an electrician. Later that same day, you contacted the Company and requested a different electrician. The Company set up a different electrician to service your claim. In spite of this, you advised the Company that you are refusing to cooperate and schedule the appointment with the new electrician to fulfill the service call.
On December 9, 2015, you again requested service for your hydronic/radiant heating system. The Company located a service technician who could work on your hydronic/radiant heating system and promptly dispatched them. On December 14, 2015, the technician advised there were no mechanical failures with the system. However, the technician reported the water heater for the hydronic/radiant heating system was inadequate in capacity to provide hot water to both the hydronic/radiant heating system and the domestic hot water for the home. The claim was denied pursuant to the Limits of Liability #5 of your home warranty.
The Company maintains that all of your claims have been processed according to the provisions of your home warranty contract. Please be advised that your home warranty coverage term expired on December 18, 2015.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As per my home inspection prior to purchasing the house the plugs and electrical we're all in working order, as per the heater the technician was not a professional nor did he understand my situation or could heat communicate to me or nor could I communicate to him , he was there to work on the heater not the water heater and he is a not a licen water heater or plumber, he was in sweats did not present himself nor did he show identification to who he was. The circuit breaker electric company was not professional nor did they call or set up an appointment as promised per our conversations, first fidelity warranty argumentative customer service representatives.
Final Business Response /* (4000, 9, 2016/01/19) */
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. The Company has completed its review of your claims and stands by its coverage position concerning your radiant/hydronic heating system as well as your electrical outlets.
Final Consumer Response /* (4200, 11, 2016/01/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I purchased my home, I had a home inspection and the outlets where in working order, then in weeks the plugs began to give way and not hold the plug anymore, this is to ware and tear, so it is under warranty, also with the service man or company you out sourced, who know where they came from, no form or identification, in sweats, blank peace of paper and pen, no badge, no uniform, no card, so how would the costumer know this person is even from a company. There is an legit company here in Benicia who works on my type of heater and they are official. I have no idea of the company you sent out at all. Just a man who looked at my heater, used my bathroom, and spit on my stairs leading to my house that I had to scrub off. I have read reviews of Fidelity National Home Warranty and not really in your favor, no one ever gets anything fixed and I'm one of them, as the consumer we pay for just the name, not the service. My home inspection was all in order before the time of move in.

Initial Business Response /* (1000, 18, 2015/09/25) */
We are certainly sorry to hear about this homeowners concerns. Unfortunately, he is now explaining that his issue is that his well is the wrong size (1 person v 4 person). The home warranty contract on his property covers failures that...

occur to specific systems during the policy period. Enlarging the well is certainly not covered by any BPG Home Warranty policy. The contract specifically explains that re-drilling any well is not covered by his policy. Whether or not it was a per-existing condition; the warranty would never address this problem.
Initial Consumer Rebuttal /* (3000, 20, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The well itself was not the problem. The well was used by one person and the pump and equipment in there was only used by one person. When I bought the house I was told the pump and everything worked fine and it did for one day but when I moved in the pump could not handle 4 people because it was 35 years old and it broke down. When I tried to have it fixed I was told that it was so old that it couldn't be fixed and that we could not get parts to fix it. I then chose to have a new well dug and was fully intending on paying for that part since my policy does not cover the drilling of a new well and I am not asking for that part of the [redacted] to be paid,but the policy does cover pumps, storage tanks and all the above ground parts and that is what I am asking for because the old pump and tank and above ground was not able to be repaired. The policy does cover that and a middle of the road settlement would be for them to pay only for that part for which the policy states it [redacted] cover and that is all I am asking for.
Final Business Response /* (4000, 22, 2015/10/05) */
We are sorry that this homeowner remains so dissatisfied. A review of the warranty contract shows that for any customer and any component to be covered it must be functioning in a safe and proper manner on the effective date of the policy. As we have previously explained to the homeowner; this claim was already denied as a pre-existing condition.
In our initial response to his complaint we explained that irrespective of the pre-existing condition the claim would also be denied due to the improper size of the well. The contract specifically reads, "Systems and appliances that are determined to be undersized or overloaded are not covered.".
While we appreciate that the homeowner is looking for a "middle ground", the warranty contract is black and white regarding the coverage. For both reasons (collectively and independently) the claim remains denied.
Final Consumer Response /* (4200, 24, 2015/10/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I have stated before that on the day that the policy went into effect the system was functioning in a safe and proper manner and it was not undersized or overloaded it was 35 years old and when it started getting alot of use it broke down due to its age. My question is how long after a policy goes into effect do I have for it to not be pre-existing condition. It is a machine and machines are known to be functioning in good order one day and the next break down for example your car. So to say it is a pre-existing condition with no evidence to support that is just another way of saying our policy is not worth the paper it is written on because we intend to never pay a claim. If I had waited three months , four months,how long should I have waited for the policy to pay what it says it [redacted] pay. I know that I [redacted] never get any where with this company because I'm just a small homeowner who got talked into buying one of these warranty's and they are a large company who does not care about its customers only their money. When I called in this claim I was placed on hold for 15 min and when the person came back they told me they had placed me on hold so they could check to see if the money for the policy had cleared the bank and since it had they would talk to me at which time nothing was said about any pre-existing conditions. When I saw the Revdex.com sign I figured it was a good honest company I have since learned it is not and since they aren't the only recourse I have is to tell everyone I know not to purchase one of these because they do not stand behind their product. Thank you Revdex.com for attempting to resolve this issue but I now realize it is a dead end road they have my money for a worthless policy and there is nothing I can do about it.

Initial Business Response /* (1000, 5, 2014/05/20) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on May 6, 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 Contract and accepted or denied on that basis. Our records indicate you spoke to a representative in our authorizations department on May 10, 2014 and your dishwasher claim has been completely resolved under the terms and conditions of the Contract. Accordingly, FNHW processed cash in lieu check in the amount of $371.69 on May 10, 2014, FNHW's cost towards your dishwasher repair services. This check will arrive under a separate cover within 10-15 business days from the processed date. Please be advised that by accepting this option, you will be responsible for repairs and installation by your own technician.
For future servicing of this item, you must submit a proof of repair in the form of a paid invoice or receipt to our Authorizations Department at: [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.
Sincerely,

[redacted] Department
Fidelity National Home Warranty
Initial Consumer Rebuttal /* (2000, 7, 2014/05/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, after repeated calls and appointments they have resolved it. Does not mean that they did a great job. The fundamental problem is the time they take to resolve an issue. Hope they do better in future.

Initial Business Response /* (1000, 7, 2015/04/28) */
Please accept my apologies for the manner in which you felt your air conditioning claims were handled, Fidelity National Home Warranty operates with the best of intentions and deepest respect for all of our customers. All claims are...

processed according to the terms and conditions of the contract.
Our records show that the first claim placed for the system was on September 17, 2013 during term #4 of the Contract because the unit was leaking through the ceiling. The technician found the furnace and coil in the attic were not level where the unit was installed because one of the beams had been removed. He also advised that the evaporative coil was improperly installed. The primary and secondary drain lines were tied together. To correct this installation, the technician recommended separating the drain lines, and adding a float switch to the secondary drain line.
Correcting the beams in the attic in order to level the unit is not covered by the Contract; however, correction of the improper installation of the drain lines is covered through the Comprehensive Plan of the Contract. Our records show on September 23, 2013 FNHW advised you that once the beams were corrected FNHW would address the drain lines. There are no records in our files showing the beams were corrected.
The next service call was placed on June 30, 2014 during the 5th term of the Contract for a leaking air conditioning drain line possibly due to being clogged. The Service technician advised that the line does not have the proper slope and therefore is not able to drain. Because the drain line installation was not to code, FNHW's coverage is limited to the $250.00 aggregate for code violations. Two calls were made to advise you of the coverage and limits according to the Contract; however, our records do not show that we spoke to you on this matter.
July 23, 2014 a claim was placed for the fan motor located at the air conditioning condenser outside the home. FNHW's technician replaced the 3 way fan motor.
September 15, 2014 a claim for the air conditioner not cooling was placed. The technician advised that he found no mechanical failures, but advised the condenser and the evaporative coil were dirty and needed cleaning and routine maintenance. A letter was sent in regard to this denial as per Limits of Liability #5.
The following terms of coverage apply:
Improper Installations, Repairs or Modifications: FNHW [redacted] 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
Limits of Liability #7:
"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. FNHW does not cover commercial systems, appliances, or equipment modified for domestic use."
"FNHW is not responsible for repairs or replacement due to misuse or abuse, disassembled or missing parts nor for failures or damage due to: fire, flood, smoke, lightning, freeze, earthquake, theft, storms, accidents, riots, war, vandalism, animals or pests, power failure, surge and/or overload, soil movement, structural changes, design deficiency, manufacturer's recall, inadequate capacity, land subsidence, slope failure or cosmetic defects. Except where otherwise noted in this contract, failures due to improper previous repair or installation of appliances, systems or components is not covered. FNHW [redacted] not perform routine maintenance or cleaning. The contract holder is responsible for providing routine maintenance and cleaning of covered items as specified by the manufacturer to ensure continued coverage of such items. For example, heating and air conditioning systems require periodic cleaning and/or replacement of filters and water heaters require periodic flushing."
Upon review of this complaint we found that FNHW processed the claims according to the terms of the contract as it applies for the repairs to the air conditioning unit; however, the work for correcting the drain lines and the code violation aggregate was never finalized. Therefore to complete the claims for repairs as noted above, FNHW is sending you the $250.00 code aggregate due to you,, and $330.00 which is our cost for correction of the drain lines. A check for the total at $580.00 [redacted] arrive under separate cover to your mailing address within 10-15 business days.
We value your business and look forward to a continued service relationship with you.
Initial Consumer Rebuttal /* (2000, 14, 2015/05/30) */
Fidelity National has refunded the fees for AC coverage, so this issues has been satisfied.
However, I want to clarify that the agreement clearly stated that faulty installation is covered. Prior the the purchase of my condenser unit, there was nothing in the attic. My main reason for getting the unit 5+ years ago was to move it from the laundry room downstairs into the unused attic space. So, the original attic structure was built to code and approved by the city over 30 years ago. Any changes around or supporting the AC condenser unit were definitely and indisputably the result of the installation. If there was a missing support, it was due to faulty installation. If the drainage was wrong, it was due to the installation. Unless Fidelity was implying that I, for some insane reason decided to alter the support and mickey mouse the plumbing after paying someone else to do it. (Why would I do that?) But, like I said, Fidelity has refunded the money I paid for the that part of the warranty, so I'm satisfied. Thank you.

Initial Business Response /* (1000, 5, 2015/05/29) */
Fidelity National Home Warranty (FNHW) is in receipt of your complaint to the Revdex.com. Upon review of your complaint I understand that you are dissatisfied with the service for the air conditioner. Your concerns are...

important to our Company; I appreciate the opportunity to respond.
Our records show that the first independent service provider dispatched to your home by FNHW found the air conditioning unit that services the upstairs area of the home to be low on refrigerant and advised that a leak test was needed. Prior to performing the leak detection test the technician recommended cleaning the unit. He was scheduled to perform the leak test the following day; however, a second opinion was sent at your request.
The second opinion technician found the unit empty of Freon, but did not see any sign of a leak. He advised that a complete leak detection test was needed; but in order to receive an accurate reading on the test, the coil needed to be cleaned. Cleaning the coil is not covered by the Contract as per Limits of Liability #5: "FNHW [redacted] not perform routine maintenance or cleaning. The contract holder is responsible for providing routine maintenance and cleaning of covered items as specified by the manufacturer to ensure continued coverage of such items. For example, heating and air conditioning systems require periodic cleaning and/or replacement of filters and water heaters require periodic flushing."
Our records show that after you provided FNHW with verification that the coil had been cleaned, the technician was sent back out to your home to perform the leak detection test. The test results showed that there were no leaks in the system. It is the technician's professional opinion that the refrigerant had been removed, possibly stolen from the system. Please be advised that FNHW's liability is limited to "failures due to normal wear and tear during the term of the contract" as per the Contract's Limits of Liability #1.
Pursuant to the aforementioned, FNHW denied recharging the system with refrigerant as supported by the Contract's Limits of Liability #5:" FNHW is not responsible for repairs or replacement due to misuse or abuse, disassembled or missing parts nor for failures or damage due to: fire, flood, smoke, lightning, freeze, earthquake, theft, storms, accidents, riots, war, vandalism, animals or pests, power failure, surge and/or overload, soil movement, structural changes, design deficiency, manufacturer's recall, inadequate capacity, land subsidence, slope failure or cosmetic defects."
FNHW operates with the best of intentions and deepest respect for all of our customers. All claims are processed according to the terms and conditions of the Contract. For further review of this matter you may submit your own second opinion to FNHW as 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." 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.