Fidelity National Home Warranty

Initial Business Response /* (1000, 5, 2015/08/06) */
Upon review of your complaint I understand that you are dissatisfied with the denial of service for the air conditioning claim.
Our records show that FNHW received the report from [redacted] with Solaris on July 8, 2015. He told FNHW that...

the first time out he found the unit "tripped" and he reset the high head pressure. He advised further that the cause of the failure is due to the condenser coil corrosion due to dog urine. Approximately half of the coil is missing. The corrosion of the coils is preventing the unit from removing heat; as a result, the unit was running under abnormal stress. The damaged area allowed air through, instead of the air passing [redacted] the coils that are still intact. This overburdened the compressor making it work harder and longer which resulted in the failure of the compressor. Consequently, the claim for the condenser was denied as per the contract's Limits of Liability #5 which states:
"FNHW is not responsible for repairs or replacement due to misuse or abuse, disassembled or missing parts nor for failures or damage due to: fire, flood, smoke, lightning, freeze, earthquake, theft, storms, accidents, riots, war, vandalism, animals or pests, power failure, surge and/or overload, soil movement, structural changes, design deficiency, manufacturer's recall, inadequate capacity, land subsidence, slope failure or cosmetic defects. Except where otherwise noted in this contract, failures due to improper previous repair or installation of appliances, systems or components is not covered. FNHW [redacted] not perform routine maintenance or cleaning. The contract holder is responsible for providing routine maintenance and cleaning of covered items as specified by the manufacturer to ensure continued coverage of such items. For example, heating and air conditioning systems require periodic cleaning and/or replacement of filters and water heaters require periodic flushing."
The denial of the compressor is further supported by the Limits of Liability #1 of the Contract:
"FNHW's liability is limited to failures due to normal wear and tear during the term of the contract."
FNHW believes this responds to all of your concerns. As a customer service gesture FNHW has removed the service fee charge for this claim. It is our hope that the value of this home warranty coverage [redacted] be beneficial to you during your contract term as FNHW aims to provide the highest levels of service to you. We value your business and look forward to a continued service relationship with you.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Per Solaris......
[redacted] had only 30 days of experience working on AC systems, which [redacted] did not indicate but rather that we had been working on AC systems for a long time.
The clerk at Solaris hinted towards a much longer tenure for [redacted] than a mere 30 days.
How would [redacted] know the status of the system without connecting gauges to the system?? An r22 system at rest with a 95 degree ambient temp should have 189.1 pounds of pressure, the system when it got removed was significantly lower than that. Had [redacted] connected his pressure gauges, he would have seen that the pressure was extremely low, and that the high head pressure switch might be defective. An ammeter is NOT a proper diagnostic tool to use to determine the overall condition of the system.
Another small issue is the fact that their license # XXXXXX is expired/cancelled as of 12/8/2014.
FNHW SAYS they removed the service fee charge, FACT it was already paid, so they have literally done NOTHING but try to mislead the Revdex.com.
I received a copy of the contract less than a week after asking for it, and as of the time of this response, they have NOT refunded the money paid.
I was told by a "professional" representing FNHW that I could just reset the switch and he reassured me that FNHW would replace the system. His "professional" advice was a direct cause of the system completely failing.
[redacted], a supervisor of authorizations at FNHW told me "if you replace the condenser coil ONLY, THEN they [redacted] replace the compressor". Based on his expertise in these matters, [redacted] KNEW one can't replace the condenser coil only, since manufacturers [redacted] not sell them without the compressor.
Even if I did manage to find a used coil, they would find a way to back out on replacing the compressor as clearly stated above.
Final Business Response /* (4000, 9, 2015/08/19) */
Our records do not show payment of the service fee. FNHW contacted Solaris HVAC and their records do not show that the service fee was received at the time of service. Should you have records showing you paid the service fee, please forward those records through the Revdex.com so that we may address that matter.

FNHW operates with the best of intentions and deepest respect for all of our customers. We keep these same thoughts in mind when selecting the companies with whom we work closely with to conduct business in a manner that reflects our aspiration as a company. Our records show Solaris HVAC Inc. California Contractor's license number is XXXXXX issued July 9, 2014.
FHNW has reviewed its analysis of this claim and our position remains the same in regard to the denial.
Final Consumer Response /* (4200, 11, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The receipt with contractors license # XXXXXX shows paid with check #[redacted]. which was deposited to a wells fargo XXXXXXXXX on 7/7/2015 to acct#XXXXXXXXXX.
This now proves the level of integrity that they consider normal.
I have the receipt and can copy/paste a copy of the cancelled check to an e-mail to prove I upheld my side.

This company has far surpassed my expectations as a home warranty service provider. Our garbage disposal recently quit working and I remembered I had this service. I looked it up to see if the disposal was covered and thankfully it was. I'm very busy and I just didn't want to deal with this repair myself. I was able to get a serviceman out to my house in 1 day. He showed up during the time frame promised and was incredibly helpful and provided excellent customer service. He diagnosed the problem and replaced the broken disposal quickly! Fidelity has always provided reliable, trustworthy and friendly/responsive service and I wouldn't hesitate to recommend them to anyone looking for added protection and peace of mind for their home.

Initial Business Response /* (1000, 5, 2015/05/22) */
FNHW operates with the best of intentions and deepest respect for all of our customers; please accept my apologies on behalf of the company for your inconvenience.
Our records show Our Customer Relations Manager has been in contact with...

you to resolve this matter, and that FNHW has authorized replacement of the microwave oven or cash in lieu of replacement.
FNHW appreciates you providing us with your experience as it gives us the opportunity to improve the service we provide to our customers.

Initial Business Response /* (1000, 5, 2014/07/28) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on July 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. Our records show that on July 3, 2014 at 4:53 PM, you called in for service due to a complaint that your swimming pool pump was not working properly. You advised our customer service representative that you just had algae cleaned out of your pool and that you didn't want algae again so you were requesting sooner service. Please note, that failures to the swimming pool/spa pump do not constitute an emergency service. Per your Contract's Terms of Coverage #1 provision: "FNHW [redacted] determine what service requests constitute an emergency and will make reasonable efforts to expedite emergency service." However, as a customer service gesture, our service department did attempt to locate a company available to service your property. Despite the efforts of our service department given that it was also a holiday weekend, there were no companies available until the following business day, July 7, 2014. The service technician, who was at your property on July 7, found the pump motor had shorted out and FNHW authorized the replacement of this part, which the technician was able to complete the same day, under the terms and conditions of your Contract. We confirmed with the service technician that at the time of service, the pool was in good/fair condition with no algae present.
We are aware that in terms of preventing algae formation, you can manually maintain the chemicals to prevent any algae formation while your swimming pool is not in use. We understand that are you are requesting reimbursement for expenses paid to correct your algae problem and mosquito infestation. Please be advised that secondary damage that may have occurred is not covered by FNHW. You may refer to your Contract's Limits of Liability #6 provision: "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."
Should you have any additional questions or concerns do not hesitate to contact us.
Sincerely,

[redacted] 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.)
I do not accept their response and I have photographic evidence of what the pool looked like on Monday, July 7, 2014. I also did not state that I had just gotten rid of an algae problem. I have photographic evidence of what the condition of my pool was before the pump failed.
I was able to personally find a pool repair company who WAS working on Friday, July 4, 2014. That company was a local company, [redacted]'s Pool Supply. FNHW's attempt to "locate a company available to service my property" was only from their own list of repair companies. I am in the same industry and I asked the representative this question. "So is it true that you only engage repair people that work during the day, not on holidays, not in the evening and not on holidays in order to save yourself money?" The answer was yes. We only hire repair people who work business hours and not in the evening or holidays or weekends.
Well, that is not providing proper customer service and abiding to the terms of their contract when I was able to find a repair person myself. I did not hire this person because of another clause in my contract that states I [redacted] not be reimbursed should I hire someone to do the work.
At the end of the day, here is how I have been financially damaged. I called on Thursday July 3 to report the pool pump stopped working. I was told no one would be able to come out until Monday, July 7. I proceeded to warn the representative that if action was not taken, other problems would arise for which I would hold them responsible for the costs of correcting the additional problems created by their lack of dispatching a repair person.
I did all I could do to prevent the algae problem I warned FNHW about. I purchased 8 bags of shock, 2 bottles of algaecide, 2 bottles of clarifier and had chlorine tabs in the floating dispenser. Despite all of my efforts to prevent algae from developing in my pool over those 4 days, I was unsuccessful because the pool water was stagnant. My pool only has 1 pump and it failed. The temperature for those 4 days in AZ exceeded 100 degrees.
I [redacted] go on record and say that the pool repair person is not telling the truth about the condition of the pool. Again, I have a photograph of the pool's condition on July 7, 2014 and also on July 21 when the algae problem was actually resolved.
But for the fact that FNHW did NOT dispatch a repair person, even though I was able to find one, my pool was overcome by algae. The level of algae in the pool was so severe that the filter media was saturated and I was required to pay (not only for the $300 worth of chemical while I waited for repair) but also $327 for Leslie's to replace the filter media so my pool equipment would filter the algae from the pool water.
FNHW breached this contract by making the subjective determination that my pool pump failure "did not constitute an emergency service". On the contrary, it was an emergency due to the fact that neglecting the failed pump could, and did, result in subsequent issues.
In reality, FNHW's lack of response or diligence to dispatch a repair person, or allow me to hire the repair person I found on July 4, directly resulted in additional issues. Unfortunately for me, my attempts to prevent the problem from developing cost me $300 in chemicals, which failed. Furthermore, as a direct result of FNHW failure to dispatch a repair person, the filter media became overburdened with the level of algae in my pool, could not function properly, and had to be changed which cost me an additional $327. 100% of my out of pocket expenses are a direct result of the pool pump failing and FNHW failing to dispatch a repair person timely when pool repair companies were available to them.
I expect financial restitution for the cost of the chemicals I was forced to purchase and for the cost of having to replace the filter media. Both of these expenses would have been unnecessary had FNHW dispatched a repairman on Friday, July 4 or Saturday July 5 at the latest. I should not be financially burdened as a direct result of FNHW's lack of timely response/action.
Should FNHW refuse any financial restitution in this matter, I will have no other choice than to file a petition in the Maricopa County Superior Court to recover the costs I incurred as a result of their "determination" which was that my pool pump failure was "not an emergency". I am looking for a resolution that is fair and equitable to me. I refuse to absorb the costs to rectify a problem that was created by FNHW's refusal to act in a more timely manner by hiring an available pool repair company to replace my pool pump earlier than July 7, 2014.
Please provide me an email address to where I can send photos of my pool before the pump failure, the day of the repair, and the pool after 2 weeks of daily maintenance by me.
Final Consumer Response /* (4200, 11, 2014/08/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
At this point I am merely submitting photographic evidence (as requested) of the condition of the water on Jun 22, July 7 and Aug 15 to illustrate the algae problem that developed within a matter of 4 days due to the lack of immediate repair of the pool pump.
Final Business Response /* (4000, 13, 2014/09/09) */
Fidelity National Home Warranty (FNHW) is in receipt of your additional correspondence pertaining to your swimming pool/spa claim.
In order to amicably settle your claim to both our satisfactions, FNHW is offering to reimburse you in the amount of $164.00, this is half the cost you paid for to change out the sand for your filter. As you have been previously advised, secondary damage that may have occurred is not covered by FNHW. You may refer to your Contract's Limits of Liability #6 provision: "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."
Sincerely,
Customer Care Department
Fidelity National Home Warranty

Initial Business Response /* (1000, 5, 2014/03/04) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on February 25, 2014. Your concerns are important to our Company; I appreciate the opportunity to respond.
On...

behalf of FNWH, 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.
Please be advised that each claim is processed under the terms and conditions of the warranty contract and accepted or denied on that basis. Upon receipt of your correspondence and further review of your water heater claim, FNHW set up a continuation service work order (SWO) and authorized replacement of your tankless water heater. Our records indicate the replacement was completed as of February 28, 2014.
In response to your request for compensation for the cost of rent, 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.
Thank you for your business, we look forward to a continued service relationship with you.

Sincerely,

Customer Care Department
Fidelity National Home Warranty
Final Consumer Response /* (2000, 7, 2014/03/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/11/11) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on October 30, 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 show you placed an electrical claim on July 30, 2013 and a service technician was at your property on or about August 6, 2013 and found the garbage disposal and dishwasher not wired into a receptacle due to missing wiring. Subsequently, FNHW denied your claim per your Contract's Limits of Liability #5 section which states, "FNHW is not responsible for repairs or replacements due to disassembled or missing parts." Please note that your FNHW Contract expired on June 27, 2014.
Around the time of service, you stated to FNHW that you believe the service technician damaged your dishwasher door. The records show that FNHW contacted the service company and they advised that because the dishwasher was tiled in, they never pulled on the dishwasher door and were able to the exposed wires under the unit. We understand that you are still requesting for FNHW to repair the alleged secondary damage caused to your dishwasher door. Please note that 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." Please contact the company directly in regard to your complaint as they carry insurance for damages that may have occurred. You may look them up online on the Contractor's State License Board.
In regard to your request for reimbursement of your service fee, according to our records, your $60.00 service fee was refunded to the credit card used for payment on August 30, 2013.

Sincerely,

[redacted] Department
Fidelity National Home Warranty

Initial Business Response /* (1000, 5, 2014/07/10) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on June 27, 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. As you are aware, the technician serviced your property on June 27, 2014 and found the zone controlled board for your air conditioning system failed and needed to be repaired. You may refer to your Contract under the "Limits of Liability" #8 section which states, "FNHW is not responsible for electronic, computerized, or remote energy management systems including, but not limited to, zone controlled systems, lighting, energy, security, pool/spa, entertainment/media/audio, or appliances." FNHW considers this claim to be correctly processed under the terms and conditions of the Contract.
Our records show your warranty Contract with FNHW has been cancelled. Thank you for your business and the opportunity to have provided service to you.


Sincerely,

Customer Care Department
Fidelity National Home Warranty

Initial Business Response /* (1000, 5, 2015/10/15) */
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 5, 2015, FNHW dispatched a second opinion SWO (Service Work Order) to the vendor S.T.A.R. On October 13, 2015, FNHW was advised by the vendor that they completed the needed repairs for your dishwasher.
We hope that the true value of this home warranty coverage [redacted] continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to you. Should you have any additional questions or concerns do not hesitate to contact us.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They sent over a new company which fixed my dishwasher.

Initial Business Response /* (1000, 5, 2014/08/19) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on August 8, 2014. Your concerns are important to our Company; I appreciate the opportunity to respond.
We...

understand that you are upset regarding the length of time it has taken to resolve your air conditioning claim for your upstairs unit especially under times of high heat. Please accept my apologies for the manner in which you felt you were treated as a customer of our Company and for any inconveniences that you and your family experienced during this claim process. FNHW operates with the best of intentions and deepest respect for all of our customers.
Each claim is processed under the terms and conditions of the warranty Contract and accepted or denied on that basis. Our records show that you spoke to an assistant manager in our Authorizations department on August 11, 2014 in an attempt to completely resolve our air conditioning claim. An A/C technician from Ideal Services was at your property on August 11 in the evening and found the contactor; run capacitor and hard start needed to be replaced. This technician advised an electrician was needed to check the electrical wiring leading from the air conditioner to the circuit breaker. FNHW set up a work order for Ideal Services to send one of their electricians out to the property to check the electrical wiring. Both technicians from Ideal Services coordinated it so that they were able to service your property concurrently. As of August 19, we understand that the repairs have been completed and your upstairs air conditioning is working. 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 Business Response /* (1000, 5, 2015/10/08) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconvenience you had in regard to this claim. FNHW operates with the best of intentions and deepest respect for all of our customers.
FNHW did...

everything within its control to expedite the service once we were made aware by you the afternoon of September 23, 2015, that the dispatched service provider was unavailable for timely service. Our records show on September 23, 2015, FNHW approved the use of an independent service contractor, as indicated under the "Terms of Coverage" #2 section of your Contract. As we advised, you may submit your completed form and the copy of the paid invoice to our Authorization Department for reimbursement review.
Please be advised per the Limits of Liability #10 section of your Contract, "This contract is non-cancelable, except for: (a) non-payment of contract fees; (b) fraud or misrepresentation of facts material to the issuance of this contract; or (c) when contract is for Seller's Coverage and close of escrow does not occur. If this contract is canceled, the provider of funds shall be entitled to a pro-rated refund of the paid contract fee for the unexpired term, less an administrative fee and less any service costs incurred by FNHW. Upon renewal, this contract is non-cancelable except for non-payment of contract fee, fraud, or misrepresentation of facts."
We value your business and look forward to a continued service relationship with you.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The initial phone call was made to FNHW on September 21st, not the 23rd. I had several plumbing issues that needed resolution. Since there is a co-pay involved, my hope was to accomplish all the repairs in one call.
The contract clearly says that you [redacted] receive a call within 24 hours. Since I did not receive a response, I initiated another call on the 23rd.
After arguing with them for some time, they finally agreed to allow me to source my own plumber with the caveat that I get prior approval once the plumber was on site.
When my plumber arrived on Saturday (five days without water), I called FNHW to get approval. The plumber waited fifteen minutes while I was on hold. I hung up and called the general number and was told to call the preauthorization and hold which I did for an hour. The plumber was long gone by the time that I got someone on hold so preauthorization was not possible.
As the warranty company you are beholden to them for remedy. If they cannot find someone to offer service you are out of luck.
What am I paying for? To source my own people and then be denied repayment because I do not follow the instructions. This is a catch 22 and highly unethical.
I really want my money back.
Final Business Response /* (4000, 9, 2015/10/27) */
In good faith, FNHW has offered to review the invoice you paid to have the plumbing leak repaired for possible reimbursement under the terms and conditions of the Home Warranty. Please submit this to our authorizations department at XXX-XXX-XXXX via fax or email to [redacted]@fnf.com.

We think the information you provided us in your complaint is important as it allows us to consider our process and work toward a better customer experience. FNHW appreciates the time and effort you have taken to bring this matter to our attention.

Initial Business Response /* (1000, 5, 2015/07/14) */
Our records show that FNHW has completed its investigation of this claim. As advised over the phone, FNHW is processing a check for cash in lieu of repairs in accordance to the "Limits" section within Plumbing Systems and Stoppages...

coverage description of the contract. The check [redacted] arrive under separate cover.
Please accept my apologies on behalf of FNHW for any inconvenience you may have had during this process. FNHW operates with the best of intentions and deepest respect for all of our customers. All claims are accepted or denied according to the terms and conditions of the contract.

Initial Business Response /* (1000, 5, 2015/10/05) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconvenience you had 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 September 07, 2015. It was this technician's professional opinion that the bathroom tub diverter valve was physically pulled out from the wall and the pipe inside was damaged. This failure is not due to normal wear and tear, therefore; is not covered. As stated in the Limits of Liability #1 of the Contract, "FNHW's liability is limited to failures due to normal wear and tear during the term of the Contract."
In addition, FNHW was provided a second opinion and a reimbursement request for repairs from the homeowner from an outside service technician. Upon further review of their report, the bathtub diverter valve remained denied for abnormal wear and tear and a reimbursement was not approved. Please refer to the Terms of Coverage #1 of the Contract; "if a covered system and/or appliance fails during the contract term, the contract holder must contact the Fidelity National Home Warranty (FNHW) Customer Service Department toll free at X-XXX-XXX-XXXX. Calls are received 24 hours a day - 7 days a week. Should the contract holder contract directly with others, or do the work themselves, FNHW [redacted] not be responsible for reimbursement of that cost."
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, 2015/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although you apologize for the lack of response, you are doing the same thing that all other customer support representatives did (repeating the same story and not looking into what was on the service request). Let me be precise:
1) Services requested
- Bath tub diverter: Yes, your first plumber came and said that it was not normal wear and tear. I hired a second plumber that was pretty clear with your authorization department that no force had been applied and that it was likely due to a water leak.
- Leaking water pipe connected to the fridge: Service not being reimbursed for no apparent reason. Every communication I get from your company is that the service is being denied and that is it (the only explanation is on the diverter due to the first plumber).
- Gas leak on the water heater:Service not being reimbursed for no apparent reason. Every communication I get from your company is that the service is being denied and that is it (the only explanation is on the diverter due to the first plumber).
Even on a public response, the latter 2 services are not being addressed. I got permission from your authorization department to hire a secondary plumber to give a second opinion on the diverter but you choose to listen only to first plumber (why hire the second one then?). Would really appreciate this being resolved with a little more than a message that again indicates that this case is not being handled with care.
Final Business Response /* (4000, 9, 2015/10/20) */
Each claim is processed under the terms and conditions of the warranty contract and accepted or denied on that basis. Our records show that your technician with BE & BE Plumbing spoke with a member of our Authorization Department on September 9, 2015. Your technician reported a problem with the refrigerator water supply line; no Kitchen Refrigerator Option was purchased for this Contract; therefore, the repair of the refrigerator water supply line is not covered.
Your technician further reported a carbon monoxide leak in the wall of the kitchen. The technician's report indicates the leak was coming from the water heater flue or vent. As stated under the Water Heater section of the Contract; "flues and vents" are not covered.
In regard to the shower tub spout diverter, your technician advised the leak appeared to have been happening for long period of time; therefore, indicating a pre-existing issue. As stated under the Terms of Coverage #10; "covered systems and/or appliances must be in good, safe working order at the start of contract coverage. Unknown pre-existing conditions [redacted] be covered if, at the time coverage began, the defect or malfunction would not have been known to the buyer, seller, agent, or home inspector by a visual inspection and/or by operating the system or appliance. Known defects of covered items found at the time of a home inspection report are excluded from coverage until proof of repair is received by FNHW."
On October 12, 2015 a representative of our [redacted] Department contacted you to discuss the above information. During that conversation you were advised that in order to further review the claim, FNHW requires a copy of your technician's invoice and diagnosis for the water heater issue as well as a copy of your full home inspection report. You were provided with the email address to which you may submit these documents, however as of this writing, nothing has been received by FNHW.
A letter of denial has been mailed in regard to this claim. FNHW considers this claim to be resolved. 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.
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, 2014/10/06) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on September 26, 2014. Your concerns are important to our Company; I appreciate the opportunity to...

respond.
Please accept my sincere apologies for the manner in which you felt you were treated as a customer of our Company and for any inconveniences that you and your tenant have experienced during this claim process. FNHW operates with the best of intentions and deepest respect for all of our customers.
Each claim is processed under the terms and conditions of the warranty Contract and accepted or denied on that basis. You may use this letter as confirmation that FNHW has authorized replacement of your evaporative coil. Please note that there are additional costs to you for the plenum and condensate modifications needed to replace your evaporative coil. As stated in Limits of Liability #7 of the Contract, "FNHW is not responsible for the cost of modifications necessary to repair or replace a covered system or appliance, including but not limited to pipe runs, flues, ductwork, structures, electrical, or other modifications." A letter regarding these non-covered charges [redacted] arrive to you under a separate cover.
Our records show that the evaporative coil replacement has been completed as of October 2, 2014 and your tenant is now 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,

[redacted] Department
Fidelity National Home Warranty
Initial Consumer Rebuttal /* (2000, 7, 2014/10/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I continue to be disappointed that it took such an extended period of time and so many phone calls to the Fidelity and Royal Services to get the issue resolved.

Initial Business Response /* (1000, 5, 2015/06/25) */
Fidelity National Home Warranty (FNHW) is in receipt of your complaint you filed through the Revdex.com. Your concerns are important to me and the Company; I appreciate the opportunity to respond. FNHW works to secure the...

soonest available appointment times for our customers with the independent service providers in our network. Our records show that after you spoke with our Authorization Manger, the service was sent to another provider and the compressor was installed on 6/22/15.
Please accept my sincere apologies for any inconveniences in the claim process for the air conditioning system. FNHW is reimbursing the service fee you paid for on the initial visit. This [redacted] be credited back to the credit card used for payment.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It does not appear that we have received the credit back as promised. Could they tell us what date that was processed. Thank You. Otherwise this would be acceptable.

Horrible home warranty program! Beware!! I bought a new home about 9 months ago and Ive had many many issues and Fidelity home warranty has covered NOTHING. And not only have they not covered anything but they also charge you a $65 service fee to send out their contracted technicians to basically tell you they cannot cover anything. I truly feel like I am being SCAMMED! I also had one of their contracted technicians make a huge mess at my home with dry wall and water all over my brand new floors and he just left!

Initial Business Response /* (1000, 5, 2015/10/07) */
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Our records show FNHW has authorized...

the repair of your clothes washer under the terms and conditions of your Contract. The service company that [redacted] be performing the repair [redacted] contact you in regard to the service.

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. We value your business and look forward to a continued service relationship with you.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Request authorized.

Initial Business Response /* (1000, 8, 2015/09/29) */
Fidelity National Home Warranty operates with the best of intentions and deepest respect for all of our customers. 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 on August 17, 2015 you placed a claim for service of your air conditioning equipment. On August 20, 2015, FNHW was advised by the technician from Goodman Appliance Repair Inc. that the air handler and evaporative coil were severely clogged due to lack of maintenance, the evaporative coil drain pan was rusted through and leaking, and the drain line was clogged. It is the technician's professional opinion this condition could not have occurred during the 7 days the Contract was in effect and that this would have been known upon operation or visual inspection of the equipment.
Subsequently, the claim was denied pursuant to the Contract's Terms of Coverage #10 section which provides; "Covered systems and/or appliances must be in good, safe working order at the start of contract coverage. Unknown pre-existing conditions [redacted] be covered if, at the time coverage began, the defect or malfunction would not have been known to the buyer, seller, agent, or home inspector by a visual inspection and/or by operating the system or appliance. Known defects of covered items found at the time of a home inspection report are excluded from coverage until proof of repair is received by FNHW."
On August 24, 2015, FNHW received a copy of your home appraisal and on August 25, 2015 this appraisal was reviewed by our Authorization Department. At this time it was explained that the appraisal is not an indication that the air conditioning equipment was visually inspected, or operated, and therefore the appraisal does not provide sufficient information to the warranty to show that the air conditioning equipment was in good, safe working order at the start of the Contract term.
If a home inspection was performed, you may submit a copy of the full report to our Authorization Department for further 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. Thank you for your business, we look forward to a continued service relationship with you.
Initial Consumer Rebuttal /* (3000, 10, 2015/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
as I stated in the initial complain, I did not have an initial inspection because in the appraisal that was done, there is a paragraph , on page # 2 , there are recommendation for repairs or improvements,the air conditioner was mention as being central air, but nothing was mention that the a/c is not in good condition and has to be repaired or replaced .I emailed a copy of this report to the NATIONAL HOME WARRANTY CO. IF the a/c was not in working condition , the report wold mention that, after moving in to the property, 10 days later, the a/c started leaking,SO PLEAS HONER the warranty and provide me with the funds to fix the problem .
Final Business Response /* (4000, 12, 2015/10/13) */
FNHW considers this claim to be correctly processed under the terms and conditions of the Contract. In regard to your contention that the property appraisal provides evidence of the systems and appliances of the home being in good, safe working order at the start of the Contract term; during the appraisal process it is noted by the appraiser whether a system or appliance is present in the home for use in determining a value for the property. An appraiser, by description, is not a home inspector and therefore does not attempt to operate any systems or appliances that are present in the home in order to determine their functionality. FNHW stands by its decision regarding the denial of your air conditioning claim."
Final Consumer Response /* (4200, 14, 2015/10/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
we moved in on 08-07-15, the air conditioner was in good working condition until 2 weeks later when the problem acquired ( so this is not pre existing condition ) but even if it was pre existing condition , by your labeling , in your answer thru Revdex.com is as stated " pre existing condition is Covered if the problem was unknown to the seller, buyer , agent or home inspection , from this I understand that I AM AS A BAYER , covered under this category ,so please cover the expenses for the air conditioner repairs and reimbursing me the fee for the initial visit of the technician.

Initial Business Response /* (1000, 5, 2014/12/09) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on November 24, 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. I understand that you are disputing the coverage decision regarding your recent plumbing stoppage services. Our records show that a service technician was at your property on November 21, 2014 and found there was a kitchen and laundry drain stoppages; however he was unable to clear the stoppages without a cleanout. The claim was denied under the Plumbing System/Stoppages provision of the Contract which reads, "FNHW only covers for stoppages which can be cleared with standard sewer cable (125') through an existing, accessible, ground level mainline cleanout without excavation."
We believe this claim was correctly processed under the terms and conditions of your warranty Contract. As a gesture of customer service, the service fee in conjunction with this service work order will be reimbursed onto your credit card.
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, 2014/09/08) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on August 25, 2014. Your concerns are important to our Company; I appreciate the opportunity to respond.
Please...

accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Each claim is processed under the terms and conditions of the warranty contract and accepted or denied on that basis. Upon full review of your claim, the water heater was authorized for replacement under the terms and conditions of the Contract. Our records show that on August 28, 2014, you accepted cash in lieu of the replacement in the amount of $525.00, FNHW's cost towards your water heater replacement 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 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.
Thank you for your business, we look forward to a continued service relationship with you.

Sincerely,

Customer Care Department
Fidelity National Home Warranty
Initial Consumer Rebuttal /* (2000, 7, 2014/09/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 6, 2016/01/20) */
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. Your claim for refrigerator service was denied under the provisions of the home warranty contract. The technician advised the refrigerator door insulation had failed, causing the internal water line to freeze. As stated under the Kitchen Refrigerator section of the Contract, "internal thermal shells/insulation" are not covered. In addition, upon review your home inspection report, the Company determined the refrigerator was not in good, safe working order at the start of the contract coverage which began the same day you placed the service request. As stated under the Terms of Coverage #10 section of the contract; "Covered systems and/or appliances must be in good, safe working order at the start of contract coverage. Unknown pre-existing conditions will be covered if, at the time coverage began, the defect or malfunction would not have been known to the buyer, seller, agent, or home inspector by a visual inspection and/or by operating the system or appliance. Known defects of covered items found at the time of a home inspection report are excluded from coverage until proof of repair is received by FNHW."
The Company understands you have placed a new service request for the refrigerator. You must submit proof of repair concerning your refrigerator. This may allow the Company to remove the service exclusions and reinstate coverage for the refrigerator. Your refrigerator is excluded from coverage until such time as the Company is provided with sufficient proof of repair.
Regarding your claim for service concerning your plumbing leak on January 1, 2016, the records indicate the Company authorized the replacement of your clothes washer hose bib. The Company received confirmation that an appointment has been scheduled with the service provider for completion of this work.
We hope that the true value of this home warranty coverage will continue to be beneficial and convenient. Should you have any additional questions or concerns do not hesitate to contact us.
Initial Consumer Rebuttal /* (3000, 8, 2016/01/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't agree that my refrigerator should be considered as pre-exhisting. I read the home inspection report. I believe your team read the report wrong. I even got the home inspector to send a letter explaining the report. Im not sure how to attach the letter so I will copy and paste here:
ASSET
INSPECTION & CONSULTING SERVICES
RESIDENTIAL COMMERCIAL INSPECTIONS PROPERTY DEFECT EVALUATIONS
[redacted]
RE: Refrigerator
Hello [redacted],
As per our conversation today, I wanted to reiterate that the refrigerator (manufactured in 2004 by
or for General Electric serial number TG030397) was assessed during the home inspection
performed on November 18, 2015. And as per California Law any material defects concerning the
refrigerator would have been described in the home inspection report. The only recommendation
that was reported was that the water filter was of unknown age and that the filter should be replaced
at change of ownership of the property. The assessment of the refrigerator was limited to basic
functions which were all found to be functioning as intended for the age of the appliance and thus
no material defects were reported in the inspection report. What occurred with the refrigerator
after the home inspection is out of my abilities to predict? If you any further questions do not
hesitate to contact me.
Sincerely,
[redacted]
Owner / Inspector
Asset Inspection & Consulting Services
This concludes this letter.
Final Business Response /* (4000, 10, 2016/01/27) */
Each claim is processed under the terms and conditions of the warranty contract and accepted or denied on that basis. Our records show the Company's Authorization Department ordered service for your refrigerator as a gesture of good faith without proof of the required repair for the refrigerator insulation. On January 26, 2016, the Company was advised by the technician from Pro Appliance Service that the refrigerator fan motor required replacement and the Company granted authorization for the completion of the needed 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.