Fidelity National Home Warranty

I am set to close on my condo on December 30, 2015 and I am in the process of selecting my home warranty. After reading all of the complaints submitted via [redacted], I decided I would keep an open mind and request a quote.

I called ([redacted] and the following is what I experienced:
- Telephone prompt system has you select "5" to speak to a representative; It is the ONLY option

- I am greeted by a courteous and pleasant-sounding voice
- I am asked immediately what my call is regarding; no mention of her name, where she works, etc. (I would expect something like, "Hello and thank you for calling Fidelity National Home Warranty. My name is _______. How may I assist you ... direct your call..."

- I stated I was "...calling to request a home warranty quote."
She asked "What state, dear?"
"Texas," I said.
She stated, "Oh! We have a lot of customers from Texas!" Then, she proceeded to tell me how the "...rates were changing..." and "...tomorrow is a holiday...," so "...any rates that given today would not be valid, unless contract signed today..."
I asked if she had any "...idea what the new rates might be?"
She said she had no idea, but she knows that "...today's rate is $10 cheaper..."
Surprised by this response, I stated, "...I suppose I cannot go with Fidelity as my home warranty..."
To this, she immediately interrupted, "OK!" and hung up!

I am shocked and dismayed at the lack of pride, commitment and sense of obligation to Fidelity National Home Warranty (FNHW) that this individual so blatently displayed. And if this the first experience and impression a potential customer has with FNHW, I can only assume that the statements made in the complaints filled against FNHW through the [redacted] are in fact 100% true. There is an obvious lack of or breakdown in communications that cause folks to state different facts (as they know them to be) whether it be about claims or home warranty pricing.

In the end I am saddened by the experiences I have read about and had myself because no where did I read that the person that is advertising / marketing FNHW's services to real estate agents is at fault or negligent in any way. They are the ones going out, spending countless hours and dollars busting their tails drumming up business and for all of their efforts they are left wth no reward.

Initial Business Response /* (1000, 5, 2015/10/30) */
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW (Fidelity National Home Warranty) operates with the best of intentions and deepest respect for all of our customers.
Our...

records show that on October 16, 2015, FNHW approved for you to go outside of our service vendor network to obtain your own plumber. On that same day, FNHW spoke to your technician who advised the garbage disposal had failed and required replacement. FNHW originally offered to reimburse you at our standard cost for replacement of your garbage disposal in accordance with the Contract's Limits of Liability #11 section which states; "FNHW has the right to offer cash in lieu of repair or replacement of a covered system and/or appliance in the amount of FNHW's actual cost to repair or replace such a system or appliance. The amount reimbursed or paid as cash in lieu may be less than the retail or actual costs incurred by the contract holder." You declined this offer. In an effort to completely resolve your claim, a representative of the Authorization Department; with whom you spoke to on October 22, 2015, offered to reimburse half the retail amount your technician had quoted. This offer was also rejected.
We understand that you have had your garbage disposal replaced on your own, and have asked for reimbursement in the amount of $343.00. Our records show you have already been provided with the email address for the Authorization Department to which you may remit your paid technician's invoice, along with the COS form which was emailed to you, for review and reimbursement under the terms and conditions of the Home Warranty. For your reference, the Authorization Department's email address is: [redacted]@fnf.com. As an accommodation, upon receipt of these documents, reimbursement [redacted] be processed in full for the $343.00 you are requesting. In addition, as a gesture of customer service, FNHW has waived the service fee associated with this claim.
Should you have any additional questions or concerns do not hesitate to contact us. Thank you for your business, we look forward to a continued service relationship with you.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes, on October 16 you did approve this, after it had been denied 3 times, and I was told I was on my own. I had already hire someone on my own to get the work done. I hired someone my realtor recommended for the work. AFTER the work was done, your company called to say I was authorized to have the work done. When I explained the work was already done, they offered to have me submit the receipt for reimbursement, however, the contractor my realtor recommended is not a licensed plumber, so your company has refused to reimburse me for the work. I have submitted a request to have the initial reimbursement issued for the first plumber who came out, which I paid directly. Not only have you NOT paid that reimbursement, you have now sent me a [redacted] for $60.00!!!!!! This entire process is ridiculous. I now have additional issues with the house (electrical) but have not bothered to file a claim because I do not want to spend 100 hours dealing with it, for your company to manage to wiggle out of paying anything AGAIN. The policy is worthless.
Final Business Response /* (4000, 9, 2015/11/23) */
As an accommodation, and as previously advised, FNHW [redacted] reimburse the $343.00 you indicate you paid to your technician. However, FNHW requires proof of payment made to your technician in order to process reimbursement. In lieu of a paid invoice from your technician; you may submit proof of payment in the form of a cashed check, bank statement showing the payment amount, or similar, to our Authorization Department at [redacted]@fnf.com for review.
If you are unable to submit suitable documentation of payment to your technician, FNHW [redacted] process the cash in lieu previously offered of $168.83 as a gesture of customer service. This reflects the amount that FNHW would have paid for the garbage disposal to be replaced by a Fidelity network service technician.
Please refer to the Contract's Terms of Coverage #2 section regarding the conditions and guidelines for utilizing your own technician which provides; "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."
In regard to the [redacted] you received for the service fee, please accept my apologies for that [redacted] which was sent in error. Please be advised that the service fee associated with this claim has been waived in accordance with our last correspondence.

Initial Business Response /* (1000, 5, 2015/05/22) */
Fidelity National Home Warranty (FNHW) has received your complaint through the Revdex.com a copy of which we received May 17, 2015. Your concerns are important to FNHW; and I appreciate the opportunity to respond.
FNHW...

understands that you disagreed with the non-covered costs associated with the FNHW authorized replacement of the evaporative coil located at the furnace and stated that shop supplies needed for the install should be covered 100%.
FNHW reviewed the non-covered cost by item with the technician upon receipt of your complaint. FNHW has been provided with additional information as part of our review and has determined addition warranty coverage applied, resulting in less non covered cost. Our records show that you spoke with a FNHW Assistant Authorization Manager today who explained the coverage to you and authorized the replacement of the coil accordingly.
Please accept my sincere apologies for the manner in which you felt your claim was handled by our Company. FNHW operates with the best of intentions and deepest respect for all of our customers. Each claim is processed under the terms and conditions of the warranty and accepted or denied on that basis.
We appreciate you providing us with your experience as it gives us the opportunity to improve the service we provide to our customers.
Sincerely, [redacted] Manager
Initial Consumer Rebuttal /* (2000, 7, 2015/05/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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 February 28, 2014. Your concerns are important to our Company; I appreciate the opportunity to respond.
Please...

accept our 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. I understand that you are disputing the coverage decision regarding your recent plumbing services. Our records indicate a service technician was at your property on February 26, 2014 due to a complaint there was not enough hot water coming out of the hall bathroom shower valve. Upon further examination, the technician found no mechanical failures to the shower valve; therefore nothing for FNHW to address. Please be advised that as stated under the "Limits of Liability" #1 section of the Contract, "FNHW's liability is limited to failures due to normal wear and tear during the term of the Contract."
As a gesture of customer service, the service fee in conjunction with this work order has been waived.
Should you have any additional questions or concerns do not hesitate to contact us.
Sincerely,

Customer Care Department
Fidelity National Home Warranty
Final Consumer Response /* (4200, 11, 2014/03/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have nothing to say at this time. You have not returned my $60 and I have inquired with the Insurance Commissioner.
Final Business Response /* (4000, 9, 2014/03/13) */
Fidelity National Home Warranty (FNHW) is in receipt of your rebuttal to our response to your initial letter.
On behalf of FNHW I would like to sincerely apologize for the inconvenience this situation has caused you and your family.
I understand that you are not satisfied with the service you have received and disagree with the final analysis of the failure. You may submit your own second opinion for review. As stated under the "Limits of Liability" #2 section of the Contract, The contract holder may order their own second opinion, but shall be responsible for the cost of said opinion. However, should the diagnosis be the same as our vendor; as each claim is processed under the terms and conditions of the warranty and accepted or denied on that basis, the coverage decision would remain.
Should you have any additional questions or concerns do not hesitate to contact us.

Sincerely,

Customer Care Department

Initial Business Response /* (1000, 5, 2014/09/15) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on September 5, 2014. Your concerns are important to our Company; I appreciate the opportunity to respond.
Please...

accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Upon further review of your complaint and as a gesture of customer service, you may use this as confirmation that FNHW is not charging an additional service fee for the recall service work order (SWO) #XXXXXXX, please disregard the bill associated with this SWO. However, the service paid on the original call placed on July 25, 2014 SWO [redacted] will not be refunded. 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."
Please note that the technician advised that to assist in proper air flow to the living room, he recommended installing dampers to your ductwork. Per your Contract's "Ductwork" section, "dampers" are not covered. A letter of denial will arrive under a separate cover.
Should you have any additional questions or concerns do not hesitate to contact us.
Sincerely,

Customer Care Department
Fidelity National Home Warranty
Initial Consumer Rebuttal /* (2000, 7, 2014/09/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept the response and their proposed settlement of this matter because the apologies are more important than the actual sum of money involved.

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. Upon further review of your claim information, the Company has authorized the repair of the leak...

from the pool/spa pump as a gesture of customer service. In addition, the Company has requested that the technician complete diagnosis on the spa check valve and repair any covered failure that may be found with it. 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, 2015/09/23) */
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW (Fidelity National Home Warranty) operates with the best of intentions and deepest respect for all of our customers; I...

appreciate the opportunity to respond.
Our records show that on September 21, 2015, a representative from our [redacted] Department contacted you in regard to this matter. You advised you would be obtaining service from your own technician outside of FNHW's network for your refrigerator and kitchen hood fan. Once you have a paid invoice from your technician you may submit that for review. Once FNHW has reviewed all information a representative [redacted] contact you.
Should you have any additional questions or concerns do not hesitate to contact us.

Initial Business Response /* (1000, 5, 2015/08/04) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on July 28th, 2015. Your concerns are important to our Company; I appreciate the opportunity to respond.
We...

understand that you had not yet received the cash in lieu check for the sheetrock rough patch services as of the date of original correspondence to the Revdex.com.
Our records show that on August 3, 2015, a representative from Fidelity National Home Warranty (FNHW) attempted to contact you to verify if the check still had not been received. Subsequently, you contacted that representative back and advised you had recently received the cash in lieu check for the sheetrock rough patch services in the amount of $125.00, and informed FNHW that the check was sent to your previous home address which you no longer occupy. Accordingly, on August 3, 2015, FNHW removed the outdated address per your request and [redacted] now issue all correspondence to your current property address.
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.

I've been going back and forth with Fidelity since January/February of 2016 about my heating system. I purchased a condo last year and the heating system had issues. I called Fidelity and let them know of the issue and they referred me to a technician within their network. I called the technician and they told me they dont deal with my heating system, so I called Fidelity back and told them. At which point they allowed me to go out of network. I found a technician and got the issue assessed. I then requested a reimbursement for the fees associated with the technician coming out to view my heating system and was reimbursed. However, because this required a lot of work to fix the system, Fidelity said they would pay me out the aggregate limit ($1,500) from my coverage. After the reimbursement that amount came out to roughly $1,100.
I was promised that money back in May. I never received it because someone internally dropped the ball. So, when I didnt receive the funds, I called back in July and they said they would issue me the check. Nothing.
I called them again and they said they would issue me a check by late August. I received a call from them today stating that they will not be issuing me a check because it states in my contract it does not cover my heating system. I called back numerous times and requested my contract, but the representative at Fidelity says that they cannot provide me one because my contract with them ended on August 10th. They keep referring me to a sample contract on their website.
Not sure why they cant provide me a copy of my contract as their excuse just doesnt make sense. Additionally, if my contract did state that it does not cover my specific heating system, then why would you reimburse me for the technician to come out and assess my heating system? Also, why would you keep promising me the remainder of the aggregate amount for my coverage multiple times?
This company is a joke.

Initial Business Response /* (1000, 5, 2015/11/04) */
Please accept my apologies for any inconvenience you may have had in regard to this claim. Upon review of your letter and the claim, FNHW has determined coverage for the replacement of the failed ductwork under the terms and conditions of...

the warranty. As you know, your Contract's Heating/Air Conditioning/Evaporative Cooler/Ductwork coverage Limits states, "The access, diagnosis, repair or replacement of the ductwork is limited to $1,000.00 aggregate per contract term." Our records show the technician with Climatrol Heating & Air Conditioning has scheduled an appointment with you for Monday, November 9, 2015.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
TechnicIan has indeed made an appointment for this coming Monday. Work should be completed within 4 hours.

Initial Business Response /* (1000, 5, 2014/03/19) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on March 10, 2014. Your concerns are important to our Company and I appreciate the opportunity to respond.
Our...

records indicate that the second term of your Contract expired on August 24, 2013. You renewed the Contract for a third term December 19, 2013 through December 18, 2014 over the telephone with our renewal representative on December 18, 2014.
Our records show the renewal payment agreed was for six consecutive automatic charges to your credit card. FNHW has posted three payments, the first on December 19, 2013; second, January 18, 2014 and third on February 17, 2014.
The records also show service was performed by Sears through your FNHW for your reported dishwasher not draining well on February 26, 2014.
As previously advised, the cancelation of this term would be according to the term and conditions of your Contract specifically the Limits of Liability #10 which states: "...the Contract holder may cancel the contract after the initial 20 days and is entitled to a prorated refund of the contract fee less a $50.00 administration fee and less any service cost incurred by FNHW."
As you paid a total of $207.51 in the three consecutive payments and then advised us on March 3, 2014 that you wished to cancel the term, there are 74 days used of the Contract from December 19, 2013. This is prorated at $1.137 per day or $84.14 which is subtracted from the total paid leaving $123.37, less the $50.00 administration fee and the service cost to FNHW of $10.00 for the dishwasher service, your reimbursement is $63.37. Fidelity National Home Warranty operates with the best of intentions and deepest respect for all of our customers; therefore, as a gesture of customer service, FNHW [redacted] not charge the administration fee of $50.00. Your total reimbursement is $113.37. This reimbursement [redacted] show as a refund to the credit card you used for payment of the term within the next 10-15 business days.
Final Consumer Response /* (2000, 7, 2014/03/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/07/25) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on July 11, 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 technician was at your property on July 7, 2014 and advised the condensation drain line was disassembled and not connected to anything. Subsequently, your claim was denied under the terms and conditions of the Contract. Please refer to the Contract's "Limits of Liability" #5 provision which reads: "FNHW is not responsible for repairs or replacements due to disassembled or missing parts."
We understand that you have obtained your own second opinion. At your earliest convenience, you may submit your correspondence to our Authorizations Department for further review to: [redacted]@fnf.com or fax to XXX-XXX-XXXX.
Should you have any additional questions or concerns do not hesitate to contact us.

Sincerely,

Customer Care Department
Fidelity National Home Warranty
Initial Consumer Rebuttal /* (3000, 7, 2014/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I obtained a second opinion, advising that the air conditioning system needs to be repaired and parts replaced due to normal wear (corrosion) and usage. The technician explained that because this home is located near the ocean, corrosion of metals used in the condensate drainage was accelerated and have adversely affected the operations. What found was evidence of corrosion, and there was no indication of disassembly or deliberate disconnection.
Clearly this is covered by the home warranty plan that I purchased, and FNHW should honor the need to repair and/or replace my air conditioning system.
Final Consumer Response /* (3000, 11, 2014/08/08) */
Ms. Griffith,
The business, Fidelity National Home Warranty(FNHW), responded today asking me to submit the second opinion. In fact, I've already done that on-line through Revdex.com's response section. The second opinion I gotten was verbal, which I stated in my response. FNHW should be able to evaluate the statement on-line just the same. Why do they ask me to submit to them??
Attached is what I received from FNHW's technician where there wasn't anything written about "disassembled". How can a air conditioner is "disassembled" when it can be turned on via thermostat ? "Disassembled" is only an excuse used by FNHW to deny coverage.
The a/c unit has corosion problems and one end of drain line got loose. That's all, nothing remotely related to be disassembled.
You advised for middle ground. I simply wish FNHW honor the contract. But, what is considered as middle ground solution? FNHW requested me to obtain a second opinion, which I did. The explanation was reflected through my on-line submission. Shouldn't FNHW offer something in return towards a solution for a change?
Final Business Response /* (4000, 16, 2014/09/16) */
This is a condominium. The technician confirmed that the up flow evaporative coil goes into condensation pump. The pump has a plumbing line that goes into attic but and the line doesn't connect to anything to drain the condensation to the outside of the home. The a/c unit has been pumping condensation into attic which has resulted in lots of 2nd damage to insulation and attic. They recommended that the contract holder ask the HOA what this drain line is supposed to connect to (likely a drain line in wall) and have it attached. There are no mechanical failures that the home warranty could address.

Initial Business Response /* (1000, 5, 2015/06/02) */
Please accept my apologies on behalf of FNHW for any inconveniences you experienced in relation to the factory parts delay for the range. I understand that the appliance company has an appointment scheduled to install the parts on Friday...

June 5, 2015. On behalf of FNHW as a gesture of customer service, the appliance company is refunding the $65.00 service fee you paid to your credit card used. This is receipt #[redacted]. We value your business and look forward to a continued service relationship with you.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The appliance company did indeed contact me a few days after I submitted this complaint (independent of the complaint) to inform me that the parts had arrived and to schedule an installation. Hopefully the installation [redacted] proceed smoothly. I appreciate the $65 refund, although this wasn't the appliance company's fault, so I don't think they should be the ones footing the [redacted]. Although I consider this matter resolved, I continue to be disappointed with FNHW's customer service, as it is now clear that all they had to do in order to provide an estimated repair date was to contact the local appliance company - a phone call that was apparently not worth it to them, as they would rather just tell me "we have no idea, just wait".
Final Consumer Response /* (3000, 12, 2015/06/26) */
My oven and gas range remains broken. The appliance repair company came out with the parts and they were unable to fix the problem. So they ordered new parts and came out again, and were again unable to fix the problem. Now Fidelity Home Warranty has decided to enlist a new repair company to come out and diagnose the problem separately. This [redacted] be the fifth visit I have had to schedule, and there appears to be no end in sight. Every visit is hours out of my day, and although I have repeatedly requested that Fidelity simply replace the oven and gas range, they continue to ineffectually try to fix it, because apparently my time means nothing to them.
Note that I can't take their cash out option because it's based on their assessment of the cost of repairs, which is clearly incorrect because their repairs keep failing to fix the problem.
All I want is a gas range and oven that works. It's been months, and at least 12 hours of waiting around for appointments, talking on the phone, and arguing with this company. I have never been more disgusted with a company's customer service.

Fidelity Home Warranty is lackluster at best. They should not have a good rating with The [redacted]. I live in Texas, It has been between 100 and 103-degrees for three weeks. This company is so incompetent hey have yet to fix my AC. They never return calls or do what they say they will do. Communication is non-existant. I will recommend them to no one.

Here is my honest opinion of Fidelity National Home Warranty on 2 claims for my new home in the past 3 months. The home warranty I was provided isn't worth the paper it was printed on. I am so fed up with Fidelity Home Warranty that I wish I could get money back and pay for the repairs myself instead of being frustrated with the lack of help from this utterly useless warranty. But I didn't pay for the warranty, so the funds would go back to the former owner. I will never recommend this company to a friend, I will not rate them highly for their customer service and I will only change my mind when the company acknowledges that I am not the person responsible for the poor quality of the home I bought. I was only there 2 months, roots don't grow that quickly. I moved into a termite free home, so how did dead termites eat wires to damage to a working oven?
Claim 1) I had a main sewer blockage due to roots from a city tree within my property. It costs me $75 for the plumber to come out and say he can't clear it out because it is an older home (1962) and doesn't have the wider ports installed in newer homes for his equipment to work. I had to spend $2,500 to have a plumber do what Fidelity Home Warranty could not. Claim 2) My oven, which was working at the time of inspection, failed to heat up. The oven was working while we were living in the home in the past 2 months. Before we moved in, the home was tended for termites. The $75 appliance repair team saw dead termites and said that the repair wasn't covered. So I don't have an oven now. The house only came with 3 appliances, a stove (ok condition), oven (now broken) and dishwasher (replaced due to rust/corrosion). So Fidelity is getting a killer steal on this home, deny claims and don't worry about my fridge, washer, dryer or dishwasher, they are all brand new under warranty from the manufacture.

Initial Business Response /* (1000, 5, 2014/06/11) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on June 3, 2014. Your concerns are important to our Company; I appreciate the opportunity to respond.
Please be...

advised that in times of high heat, FNHW makes every effort to locate the soonest service appointment to you, our customer. On behalf of FNHW I would like to sincerely apologize for the inconvenience this situation has caused you and your family and 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 all repairs which include- a compressor replacement for your west side unit and a capacitor and blower replacement for your east side unit have been completed and you are currently with cool air. Should you have any additional questions or concerns do not hesitate to contact us.
We hope that the true value of this home warranty coverage will continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to you.
Thank you for your business, we look forward to a continued service relationship with you.

Sincerely,

Customer Care Department
Fidelity National Home Warranty
Initial Consumer Rebuttal /* (2000, 9, 2014/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their response is accurate as presented however it was a battle to get it done. After lengthy research on the Internet, I was able in locate a president of the company and phoned him at his home. It was because of HIS intervention, on Sunday, at his home, that brought action.
The staff was not helpful coupled with lacking manners. They could not tell us if someone had been called nor could they tell us how many authorized contractors they had in our area Finally, after much insistence, they said they had 20 contractors but could not tell us if even one had been contacted. Their stock response was, "We're working on it". Their comments and their tone relayed to us that we were an annoyance.
We reported the problem to them late afternoon/early evening. I went to Sams and bought a fan just to move air about. We were advised that they would have someone come out the next day. The next day came and mid morning not a word from them. That is when we started our fruitless calls to them.
I asked where their corporate office was, the only answer was California. Not once would they give us this information. I asked for the phone number for the corporate office, again they would not correctly respond.
Our success is not attributed to the "customer service representative", our success is because of the Internet and the information available.

The public needs to be aware that rude customer service and be prepared to deal with it.
Fidelity is a huge company with many MANY divisions but we paid for a service and expect FIDELITY to deliver and in a timely fashion.

Initial Business Response /* (1000, 5, 2015/01/22) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on January 7, 2014. Your concerns are important to our Company; I appreciate the opportunity to respond.
Please...

accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Each claim is processed under the terms and conditions of the warranty contract and accepted or denied on that basis. Our records show our office has attempted to contact you regarding your claim. In attempt to resolve, FNHW has dispatched a service work order with no service fee charge to you for a technician to make a complete evaluation of your air conditioning system. At your earliest convenience, we ask that you please contact the technician to set up an appointment.
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, 2014/05/20) */
Fidelity National Home Warranty (FNHW) is in receipt of your recent correspondence to the Revdex.com a copy of which we received on May 6, 2014. Your concerns are important to me and 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.
As a gesture of customer service, FNHW has waived the service fees associated with your plumbing claim. Should you have any additional questions or concerns do not hesitate to contact us. Thank you for taking the time to read this letter.
Sincerely,
Customer Care Department
Fidelity National Home Warranty
Initial Consumer Rebuttal /* (2000, 7, 2014/05/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your prompt attention to this matter!

Initial Business Response /* (1000, 5, 2015/09/17) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconvenience you had as a customer of our company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Our...

records show the independent service technician was out to the home on or around August 24, 2015. It was this technician's professional opinion that the swimming pool/spa pump motor had not been functioning for a long period of time and had extensive water damage to the unit.
As explained by the FNHW authorization department agent, FNHW does not cover for preexisting conditions and we requested a home inspection report. Once the inspection report was received and reviewed by FNHW, you were contacted and informed the report stated a leak was coming from the pool pump. It is the independent licensed pool technician's professional opinion that a leak; as noted on your inspection report, left unattended would result in the failure he observed at the time of service. As stated in Terms of Coverage #10 of the Contract, "Covered systems and/or appliances must be in good, safe working order at the start of contract coverage. Unknown pre-existing conditions [redacted] be covered if, at the time coverage began, the defect or malfunction would not have been known to the homeowner, tenant, buyer, seller, agent, or home inspector by a visual inspection and/or by operating the system or appliance. Known defects of covered items found at the time of a home inspection report are excluded from coverage until proof of repair is received by FNHW."
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.

STay AwaY, I wish there was zero stars. they will only try to get you into a one year contract and then they show you all exclusions they have, I had to pay more than $500 to fix my shower because they did not cover it, plus they charged me for service fees plus you have to wait for at least 30 min anytime you call ...worst customer service ever