Fidelity National Home Warranty

Initial Business Response / [redacted] (1000, 5, 2014/04/14) */ This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on March 31, Your concerns are important to our Company; I appreciate the opportunity to respond Please accept our sincere apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers Our records indicate you spoke to an assistant manager in our Authorizations department in an attempt to completely resolve your plumbing claimPlease be advised that each claim is processed under the terms and conditions of the warranty and accepted or denied on that basisWe understand you had several plumbing failures at your property which include: garbage disposal jammed and needed to be repaired; leaking kitchen faucet and supply lines that needed to be replaced, leaking waste and overflow in the master bathroom that needed to be replaced and stoppages in the master bathroom that needed to be clearedFNHW authorized these repairs under the terms and conditions of the ContractWe understand this has been completed In response to your request for FNHW to repair the secondary damage incurred on your property, unfortunately secondary damage is not coveredYou may refer to the "Limits of Liability" #section of your ContractThis provision advises: "FNHW is not responsible for consequential or secondary damages resulting from the failure of a covered system and/or appliance and/or failure to provide timely service due to conditions beyond FNHW's control, including but not limited to delays in securing parts, equipment, and/or labor difficulties." We hope that the true value of this home warranty coverage will continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to youShould 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 / [redacted] (3000, 7, 2014/04/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Regarding the secondary damage, this was caused due to your negligenceIf these repairs were done timely then this would of never happenedI am not satisfied with your responseI spoke with a supervisor named [redacted] not sure the date but I am sure you have the record who suggested that if these are truly damages that were a result of negligence by FNHW then it will need to be reviewed further to access any repairsThis has not happenedI want someone that is higher up to review this situation and then make a decision Final Business Response / [redacted] (4000, 9, 2014/05/02) */ Fidelity National Home Warranty (FNHW) is in receipt of your rebuttal letter to the Revdex.com Our records indicate you spoke to an assistant manager in our authorizations department in an attempt to resolve your plumbing claimIt is our understanding that afterwards a service provider was at your property and checked the drain line and cleanoutHe advised that stoppages were coming out of the cleanout when the stoppage was occurring; however currently there were no leaks/stoppages or any secondary damage found The technician also advised the tub stopper was not working properly and the repair has been completedFNHW believes this claim to be resolved Sincerely, Customer Care Department Fidelity National Home Warranty

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

Initial Business Response / [redacted] (1000, 6, 2015/12/03) */ Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers Our records show that on November 8, you placed a claim for service of your water heater and bathroom shower valveOn November 9, 2015, FNHW was advised by the technician from Superior Plumbing that the water heater required replacement and the stem for the bathroom shower valve required replacementAt this time, a representative of our Authorization Department contacted you and explained this information, and at your request explained the option of cash in lieu of replacement for the water heater and/or repair of the bathroom shower valveYou advised that representative that you would call back with a decision regarding proceeding with the work through Superior Plumbing or taking the cash in lieu for one or both of the items You called back in to the Authorization Department later that same day and requested cash in lieu of the water heater replacement only, which was processed per your requestYou contacted the Authorization Department again on November 11, stating the vendor had not contacted you to return to complete the repair of the bathroom shower valveFNHW followed up on this and was advised by Superior Plumbing on November 12, 2015, that a misunderstanding had occurred and they were under the impression that cash in lieu had also been accepted for the bathroom shower valveSuperior Plumbing was instructed to re-order the shower valve partsBetween November and November 16, 2015, Superior Plumbing went back out to complete the repair; however, they informed FNHW on November 16, 2015, that you claimed the shower leak persisted after the repair had been completedAt this time, FNHW agreed to place a transfer work order to a new vendor for completion of repairs to the bathroom shower valveAccordingly, on November 16, 2015, FNHW dispatched a transfer work order to A.JBono Plumbing to assist in resolution of your claim You contacted FNHW on November 29, stating A.JBono Plumbing had not contacted you to schedule an appointmentThe vendor's records indicate calls were made by the vendor to you on November 17, November 20, November 24, and November 25, Currently, the vendor is reporting that an appointment has been scheduled with you for the evening of December 8, FNHW intends to continue to pursue the resolution of this matter, and awaits the findings of A.JBono Plumbing in order to proceed We hope that the true value of this home warranty coverage [redacted] continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to youShould you have any additional questions or concerns do not hesitate to contact the Authorization Department at X-XXX-XXX-XXXX, option Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/12/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1) Superior Plumbing didn't arrive my property until late of the day on 11/9/He just provided diagnosis only without repairing because it was dark already while leaking water was placed for urgent care 2) Before Superior Plumbing man left, he told me that he could come back tomorrow to repair if I confirmed with the FNHW to authorize him to do the jobs tonightSo that I contacted FNHW as soon as he left my property to confirm my request for his return to START (NOT "COMPLETE") his repair of the bathroom shower valveThe guy didn't come back to START his job until 11/16/During 11/9/15-11/16/15, I contacted both Superior Plumbing and FNHW few times, thus, there was no MISUNDERSTANDING as you mentioned above, but it was just days waiting for Superior Plumbing to re-order the shower valve parts which can buy right the way at the Home Depot!!!! 3) On 11/16/2015, he came and started his job, but the leak still persisted after his repairThen he contacted FNHW to authorize more work while he still stayed in my property, but I don't understand why FNHW didn't allow him to continue the job instead transferring the job to a new vendor while leaking water still wasn't stopped yet!!! 4) I didn't get any phone call from A.JBono Plumbing on November 17, November 20, November 24, and November 25, as you mentioned aboveIf they actual called me then why didn't they leave me a message??? My phone [redacted] can prove for it!!! 5) During weeks (from 11/26/XXXX - XX/30/2015), I contacted FNHW many times and after received a careless service from FNHW, I filed my complaint to Revdex.com on 11/30/ 6) On 12/01/2015, FNHW contacted me and on the same day I really got a missed call and an message from A.JBono Plumbing 7) A.JBono Plumbing came in today 12/7/to repair but the water still drip around minutes every time after I shut the valve Final Business Response / [redacted] (4000, 10, 2015/12/16) */ Our records show the most recent correspondence sent by you through the Revdex.com was filed on December 7, 2015; however, you did not contact FNHW until December 11, to inform the Company of your continued problems in the resolution of your claimWe apologize for the inconvenience caused to you through this ongoing processFor the quickest response, please communicate with the Company regarding your claim status through our Authorization Department at X-XXX-XXX-XXXX, option As you know, as of December 11, 2015, a recall Service Work Order (SWO) has been dispatched to AJBono Plumbing to assist in the resolution of your claimFor your reference, the number for AJBono Plumbing is (XXX) XXX-XXXXA representative of our [redacted] Department spoke to AJBono Plumbing on the morning of December 14, 2015, and was advised that two messages had been left for you since December 11, The [redacted] representative then attempted to contact you personally via the only telephone number we have on fileA message was then left for you advising you of the call attempts made by AJBono Plumbing, and providing you with their contact number so that you may return their call at your soonest convenienceAs of December 16, 2015, A.JBono Plumbing reported an appointment was scheduled with you for the morning of December 17, Should you have any additional questions or concerns do not hesitate to contact us at X-XXX-XXX-XXXX, option Thank you for your business, we look forward to a continued service relationship with you

Initial Business Response / [redacted] (1000, 5, 2015/06/25) */ Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for the inconvenience you and your family had during this claim processOur records show; in accordance with the Contract's Terms of Coverage #2, FNHW is reimbursing you for the electrical work as per the Contract's terms and conditions once FNHW has received a copy of the paid invoice FNHW operates with the best of intentions and deepest respect for all of our customersAs a gesture of customer service the service fee [redacted] be credited back to your credit cardWe value your business and look forward to a continued service relationship with you

Initial Business Response / [redacted] (1000, 5, 2015/08/25) */ This is in response to your recent correspondence through the Revdex.com; a copy of which we received on August 12th, Your concerns are important to our Company; I appreciate the opportunity to respond Our records show that FNHW has been informed by the service technician that they have been unable to locate the required parts in order to repair your ovenAt this time, the claim has been forwarded to our Purchasing department in order to provide options for replacement of your oven Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customersWe 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 youShould you have any additional questions or concerns do not hesitate to contact us Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is almost month since they send a technician on 7/7/that I cannot use my ovenThey refused to repair my oven they said that it was my negligence that the door oven did not close properlyI took pictures of the doors closed and open and emailed them to show that the doors are not broken and their complain is not validThen I complained to the Revdex.comOnly yesterday someone called me and asked me for the serial and model numberI gave them the serial number but couldn't see the model numberwhen the technicians were here they took pictures and could of taken the serial and model numbers I hope that my problem [redacted] be resolved soonI had other times problems that they refused to repair with excusesBoth times I called my own technician and for $and $they fixed itOnce years ago and once last yearThey still charged me the $I hope that they [redacted] address this problem soon Thank you Final Business Response / [redacted] (4000, 9, 2015/09/14) */ Please accept my apologies on behalf of the company for the difficulties you have experienced while utilizing the warrantyFNHW has authorized the replacement of your oven under the Terms and Conditions of your ContractOur records show that on September 1, 2015, a representative from our Purchasing Department contacted you and discussed the options available to you concerning the replacement of your ovenFNHW can purchase and install the oven that was offered; or you may accept the cash in lieu based on FNHW's cost to purchase and install the oven being offeredShould you have any additional questions or concerns FNHW's Purchasing Department can further assist you in this resolution

Initial Business Response / [redacted] (1000, 5, 2015/10/30) */ Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW (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 plumberOn that same day, FNHW spoke to your technician who advised the garbage disposal had failed and required replacementFNHW originally offered to reimburse you at our standard cost for replacement of your garbage disposal in accordance with the Contract's Limits of Liability #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 applianceThe 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 offerIn 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 quotedThis 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 $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 WarrantyFor your reference, the Authorization Department's email address is: [redacted] @fnf.comAs an accommodation, upon receipt of these documents, reimbursement [redacted] be processed in full for the $you are requestingIn 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 usThank you for your business, we look forward to a continued service relationship with you Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes, on October you did approve this, after it had been denied times, and I was told I was on my ownI had already hire someone on my own to get the work doneI hired someone my realtor recommended for the workAFTER the work was done, your company called to say I was authorized to have the work doneWhen 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 workI have submitted a request to have the initial reimbursement issued for the first plumber who came out, which I paid directlyNot only have you NOT paid that reimbursement, you have now sent me a [redacted] for $60.00!!!!!! This entire process is ridiculousI now have additional issues with the house (electrical) but have not bothered to file a claim because I do not want to spend hours dealing with it, for your company to manage to wiggle out of paying anything AGAINThe policy is worthless Final Business Response / [redacted] (4000, 9, 2015/11/23) */ As an accommodation, and as previously advised, FNHW [redacted] reimburse the $you indicate you paid to your technicianHowever, FNHW requires proof of payment made to your technician in order to process reimbursementIn 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 $as a gesture of customer serviceThis 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 #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 laborOnce 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 errorPlease be advised that the service fee associated with this claim has been waived in accordance with our last correspondence

Initial Business Response / [redacted] (1000, 6, 2015/09/17) */ When you purchase a Fidelity National Home Warranty you have every reason to expect quality customer serviceClearly that did not happen, from what you describe and I was disappointed to hear the level of service you received FNHW operates with the best of intentions and deepest respect for all of our customersWe additionally 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 companyRest assured that your concerns were forwarded to our Vendors Relations Department to discuss directly with the company involvedAdditionally, note that the complaints received negatively affect the vendor's rating with our Company In good faith, FNHW has offered through our Sales Executive to review the invoice you paid to have the gas leak repaired for possible reimbursement under the terms and conditions of the ContractPlease submit this to our authorizations department at XXX-XXX-XXXX via fax or email to [redacted] @fnf.com In addition, FNHW has waived the $service fee in conjunction with this claim 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 youShould you have any additional questions or concerns do not hesitate to contact usWe value your business and look forward to a continued service relationship with you Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/09/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) First I never ask to get reimburste I simply ask why do I have to pay the dollars for the service that I did not have also we being arguin about the service that you have not finish I pay the service man the dollars for the dishwasher he came twice once to fix and did not work so I call back to let them know that is not working the same repaire man came back and said that he as to send them a report for them to change the dishwasher , did not ear anything from fedelity so I call them to ask them when are they going to send some one I spoke to bella she was very made because I made a complain to Revdex.comso she said I dont think they going to finish the job till I send the [redacted] of the gas leack wich number one they never ask for a money back and also has nothing to do whith the diswasher sorry they are not very honest about the hold thing also they are saying that I did not pay the repaire man that fix the diswasher wich I did I ask to talk the repaire man they [redacted] not let me something is not right here they treat me very badly and not business like I [redacted] NOT PAY A OTHER PENNY TILL THEY FINISH THE JOB OF THE DISHWASHER Final Consumer Response / [redacted] (3000, 27, 2015/12/18) */ I dont understand that you close the conplainte because it is not settle yetmiss myrat from fedelity her ex is [redacted] as call me weeks ago asking me to send her the recipt of the diswasher that I purchase plus the recipte of the installation of the diswasher so I fax everything to her I have not hear aniting from her so I call her days a go lefte a massage she never respond so days after I call left message still no respond so this is not yet close Final Business Response / [redacted] (4000, 29, 2016/01/04) */ Fidelity National Home Warranty (FNHW) is in receipt of your recent correspondence requesting reimbursement for your dishwasher appliance replacementUnfortunately we are unable to reimburse you under the terms and conditions of your warranty contract Please refer to the Terms of Coverage #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-XXXXCalls are received hours a day - days a weekShould the contract holder contract directly with others, or do the work themselves, FNHW [redacted] not be responsible for reimbursement of that cost." FNHW considers this claim to be correctly processed under the terms and conditions of the Contract and has no further comment regarding this matter

Initial Business Response / [redacted] (1000, 5, 2015/03/18) */ This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on March 3, Your concerns are important to our Company; I appreciate the opportunity to respond On behalf of FNHW, please accept my apologies for any inconveniences you and your family have experienced during this claim processFNHW 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 basisPer the Contract's Limits of Liability #3, "FNHW [redacted] determine whether a covered item [redacted] be repaired or replaced." However, in the hopes of completely resolving your gas/electric package unit claim, FNHW [redacted] be sending a service technician to make a complete evaluation of your unitUpon the technician's evaluation, FNHW [redacted] contact you with a resolution 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 youShould you have any additional questions or concerns do not hesitate to contact us Thank you for your business, we look forward to a continued service relationship with you Sincerely, [redacted] Department Fidelity National Home Warranty

Initial Business Response / [redacted] (1000, 5, 2015/10/07) */ Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW 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 ContractThe 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 youShould you have any additional questions or concerns in regard to this service, please do not hesitate to contact our Authorization Department at XXX XXX-XXXXWe value your business and look forward to a continued service relationship with you Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) Request authorized

Initial Business Response / [redacted] (1000, 5, 2015/04/22) */ Fidelity National Home Warranty (FNHW) is in receipt of your complaint to the Revdex.comYour concerns are important to our Company; I appreciate the opportunity to respond Upon review of your complaint I understand that you are dissatisfied with the denial decision in regard to several failed plumbing items in your homePlease be advised that each claim is processed under the terms and conditions of the warranty and accepted or denied on that basis Our records show the independent service contractor's plumbing technician reported that the kitchen faucet broken not due to wear and tear; but, by forceThe master bathroom sink's pop up assembly and the bottom of the bathroom faucet were missing, and the upstairs master bathroom toilet disassembledSubsequently, the claim was denied as per the Contract's Terms of Coverage #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 defectsExcept where otherwise noted in this contract, failures due to improper previous repair or installation of appliances, systems or components is not coveredFNHW [redacted] not perform routine maintenance or cleaningThe contract holder is responsible for providing routine maintenance and cleaning of covered items as specified by the manufacturer to ensure continued coverage of such itemsFor example, heating and air conditioning systems require periodic cleaning and/or replacement of filters and water heaters require periodic flushing." Our authorization department assistant manager notes the contract on April 16, that [redacted] advised that you may submit a second opinion for our review as per the Contract's Limits of Liability # 2: "FNHW reserves the right to obtain a second opinion at its own expenseThe contract holder may order their own second opinion, but shall be responsible for the cost of said opinion." Please be advised FNHW does not reimburse for work done outside of the ContractYou must submit the second opinion prior to having work done for reviewYou may submit via email to [redacted] @fnf.com or fax to XXX-XXX-XXXX In response to your request for replacement of the faucet, please note that faucets are replaced with "chrome builder's standard" faucets as per the Comprehensive Plus Plan plumbing coverage descriptionIn regard to the repair request for the damage to the ceiling below the leaking toilet, FNHW does not cover for secondary damage as per Limits of Liability #6: "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." Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) There are certain disputes and errors in their response of the issues: With regards to the kitchen faucet, the technician did not bother to closely examine the faucetTo simply draw a conclusion based on a glance is not only unprofessional, but egregious to how this whole affair is being handledThe faucet is very nice and convenientAs stated, the faucet was used in a wayIt would require a tremendous amount of force to break itIf the technician were to take the time to closely examine the faucet, he would have noticed that the break arisen from some defect rather than by some force The upstairs master bathroom sinks were not properly installed as evidenced by the missing or broken pop up assemblyOtherwise, why would the pop up assembly be missing? The technician mentioned that, but failed to report it to FNHW The upstairs master bathroom toilet had to be disassembled to prevent further leakage and damage to the floor and wallsPer their Limit of Liability #6, since secondary damages are not covered, removing the toilet was the prudent thing to do to prevent further damage! I did not want the toilet to fall through the floor as it looks as it will, judging by the falling ceiling and rotting wood as seen downstairs directly under the toiletAre they suggesting that I let the toilet fall through the floor? Are they more than willing to pay for the repairs to the toilet, the pipes and the structure as they are all part of the system? As to the request for replacing the faucet with the same or similar make/features, please note Limits of Liability #3: "FNHW will determine whether a covered item will be repaired or replacedExcept as otherwise noted in this contract, replacements will be of similar features, capacity and efficiency as the item being replacedFNHW is not responsible for matching brand, color and/or dimensions." As I requested before, it doesn't have to be the exact model, but one that is similar in featuresBut this sounds like you are considering replacing the faucet, an indication to the acceptance of my claim Also, please note that in the body of the Contract, there is a section titled, "IMPROPER INSTALLATIONS, REPAIRS OR MODIFICATIONS," which states "COMPREHENSIVE ITEMS: FNHW will repair or replace a system or appliance that has failed due to improper installation, repair or modificationIf the improper installation, repair or modification violates a code requirement, the $Code Violation applies as stated." This seems to supercede or contradict the Limits of Liability #clause One last thing: I've notice that there is no mention of the faucet in the downstairs bathroom in the responseThis is an indication that you accept my claim for this faucet to be repaired or replaced, so I expect to be contacted as to when you [redacted] send a technician to make the repair/replacement As for the other claims, I [redacted] seek a second opinion and notify you shortly

Initial Business Response / [redacted] (1000, 6, 2015/11/10) */ Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconvenience you had during this processFNHW operates with the best of intentions and deepest respect for all of our customersOur 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, 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 youShould 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 / [redacted] (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 ***, who has been professional and courteous in all communications with meMy partner and I have signed a settlement agreement and await receiving a fully executed copy as well as full reimbursement for our insurance deductibleWhen the process is complete, I [redacted] consider accepting the business response and having this claim closedThank you Final Business Response / [redacted] (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 matterOur records show that on November 13, 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 undersignedThank you for your cooperation in this matterAgain, please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconveniences you may have experienced during the claims processFNHW operates with the best of intentions and deepest respect for all of our customersOur 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 homeWe value your business and look forward to a continued service relationship with you Final Consumer Response / [redacted] (2000, 12, 2015/12/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for your professionalism

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

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

Initial Business Response / [redacted] (1000, 5, 2015/10/07) */ Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW (Fidelity National Home Warranty) operates with the best of intentions and deepest respect for all of our customers We regret that our network service vendors were unable to complete the covered repair for your air conditioning equipment in a timely fashion, causing you to feel the need to go outside of the warranty ContractSubsequently, we have received and reviewed your service invoice and have processed reimbursement in full for the amount you paidIn addition, the service fee for the original service work order (SWO) has been waived Should you have any additional questions or concerns do not hesitate to contact usThank you for your business, we look forward to a continued service relationship with you Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for the response as well as processing reimbursementPlease know I did not "feel" the need to go outside of the networkThat decision was "required" in order to repair the unit from lack of vendor response and follow up While your company has minimal impact on the responsiveness of contracted vendors, you do have complete ownership of how your organization responds, the number of phone calls needed to get work completed as well as customer hold timesIt is my hope that moving forward, customers, including myself are provided a different experience Best wishes!

Initial Business Response / [redacted] (1000, 5, 2014/07/16) */ This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on July 4, 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 CompanyFNHW operates with the best of intentions and deepest respect for all of our customers We understand that you were upset regarding FNHW's coverage decision in reference to your kitchen fan claimEach claim is processed under the terms and conditions of the warranty contract and accepted or denied on that basisOur records show a service technician was at your property on July 1, and found that although there were no mechanical failures with your kitchen fan, the vent which attaches to the microwave needed to be repairedPlease refer to your Contract's "Terms of Coverage" #provision which states: "This contract covers only those parts, systems and/or appliances specifically mentioned as covered and excludes all others." Vents are not specifically mentioned as covered Because we appreciate your business and look forward to a continued service relationship with you, as a gesture of customer service, FNHW has refunded your $service fee We hope that the true value of this home warranty coverage will continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to youShould you have any additional questions or concerns do not hesitate to contact us Sincerely, Customer Care Department Fidelity National Home Warranty

Initial Business Response / [redacted] (1000, 5, 2015/06/25) */ Fidelity National Home Warranty (FNHW) is in receipt of your complaint you filed through the Revdex.comYour concerns are important to me and the Company; I appreciate the opportunity to respondFNHW works to secure the soonest available appointment times for our customers with the independent service providers in our networkOur 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/ Please accept my sincere apologies for any inconveniences in the claim process for the air conditioning systemFNHW is reimbursing the service fee you paid for on the initial visitThis [redacted] be credited back to the credit card used for payment Initial Consumer Rebuttal / [redacted] (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 promisedCould they tell us what date that was processedThank YouOtherwise this would be acceptable

I have nothing positive to say about this company We just moved into our house and I called to get a plumber out to fix our bathroom sink that wasn't draining properly We also had a cracked sewage pipe that we weren't sure if it was covered by the warranty The rep assured that the bathroom sink was covered and would be repaired I had to pay $for the service call I should have waited and paid, but I paid in advance When the tech arrived he said he couldn't repair the sink and that the pipe was not leaking so it wasn't covered So I essentially wasted $ I called back to dispute the charge I was forwarded to a supervisor named, [redacted] [redacted] has customer service skills He was abrupt, rude, and interrupted me several time to try and get his point across He at one point told me to "listen" I remained calm but [redacted] was not He had a pointed tone and was more concerned with being right than making his customer happy He has no business talking to customers much less being a supervisorI'll never use their services again It's a rip off and they clearly don't value good customer service

Initial Business Response / [redacted] (1000, 5, 2015/07/14) */ Our records show that FNHW has completed its investigation of this claimAs 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 contractThe check [redacted] arrive under separate cover Please accept my apologies on behalf of FNHW for any inconvenience you may have had during this processFNHW operates with the best of intentions and deepest respect for all of our customersAll claims are accepted or denied according to the terms and conditions of the contract

Initial Business Response / [redacted] (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 rangeI understand that the appliance company has an appointment scheduled to install the parts on Friday June 5, On behalf of FNHW as a gesture of customer service, the appliance company is refunding the $service fee you paid to your credit card usedThis is receipt #***We value your business and look forward to a continued service relationship with you Initial Consumer Rebuttal / [redacted] (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 installationHopefully the installation [redacted] proceed smoothlyI appreciate the $refund, although this wasn't the appliance company's fault, so I don't think they should be the ones footing the ***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 / [redacted] (3000, 12, 2015/06/26) */ My oven and gas range remains brokenThe appliance repair company came out with the parts and they were unable to fix the problemSo they ordered new parts and came out again, and were again unable to fix the problemNow Fidelity Home Warranty has decided to enlist a new repair company to come out and diagnose the problem separatelyThis [redacted] be the fifth visit I have had to schedule, and there appears to be no end in sightEvery 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 worksIt's been months, and at least hours of waiting around for appointments, talking on the phone, and arguing with this companyI have never been more disgusted with a company's customer service

Initial Business Response / [redacted] (1000, 5, 2016/01/07) */ Company records show your coverage began on December 19, On December 30, 2014, you contacted the Company to request service on several loose electrical outlets throughout the homeOn 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 thermostatIn addition, the technician reported that outlets in the home were loose and would no longer hold plugsThe 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 requestSubsequently, your claim was denied pursuant to Term of Coverage #contained in your home warranty On December 30, 2014, you also requested service on your heating systemThe Company promptly dispatched a service technicianHowever, the following day the technician informed the Company that your heater was a hydronic/radiant heating system which they were unable to serviceUpon learning this information, the Company proceeded to locate a suitable service technicianConversely, you decided to cancel the service call On November 16, 2015, you called to request service for your kitchen and bathroom circuit breakerThe Company promptly dispatched an electricianLater that same day, you contacted the Company and requested a different electricianThe Company set up a different electrician to service your claimIn 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 systemThe Company located a service technician who could work on your hydronic/radiant heating system and promptly dispatched themOn December 14, 2015, the technician advised there were no mechanical failures with the systemHowever, 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 homeThe claim was denied pursuant to the Limits of Liability #of your home warranty The Company maintains that all of your claims have been processed according to the provisions of your home warranty contractPlease be advised that your home warranty coverage term expired on December 18, Initial Consumer Rebuttal / [redacted] (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 wasThe 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 / [redacted] (4000, 9, 2016/01/19) */ Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyThe 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 / [redacted] (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 companyThere is an legit company here in Benicia who works on my type of heater and they are officialI have no idea of the company you sent out at allJust a man who looked at my heater, used my bathroom, and spit on my stairs leading to my house that I had to scrub offI 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 serviceMy home inspection was all in order before the time of move in