Fidelity National Home Warranty

Initial Business Response /* (1000, 5, 2015/06/15) */
When you purchase a Fidelity National Home Warranty you have every reason to expect quality customer service. Please accept my apologies on behalf of the Company, for the inconvenience and frustration you and your family had during this...

process. FNHW operates with the best of intentions and deepest respect for all of our customers and does everything within its control to process claims in a timely manner. All claims are processed according to the terms and conditions of the Contract.
Our records show that the replacement evaporative coil has been installed. Please note, the company that installed the unit first advised FNHW that no service fee was collected although FNHW has confirmed that the service fee was paid. Please disregard the service fee billing that was sent. As a gesture of customer service the service fee is being reimbursed to you. The check [redacted] arrive under separate cover within 10-15 business days.
As stated in your Contract's Limits of Liability #6; FNHW is not responsible for 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. However, as a gesture of customer service FNHW is reimbursing you the $325.00 you paid for the non-covered cost associated with the repair. The check [redacted] arrive under separate cover within 10-15 business days.
We value your business and look forward to a continued service relationship with you.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you so much for the response. This is the best customer response we have received so far from someone at fidelity. I appreciate the time you took to respond and have genuine empathy for our situation. I hope this [redacted] be the experience we receive the first time around if we have any other claims made with your company.

Fidelity National Home Warranty has the worst customer service!!!
I called them to submit a ticket for my non working dishwasher, the tech from LA appliances came in and said He would submit the part needed to Fidelity.....I never heard back from them so I called and Fidelity said they had not receive any request yet but they would find out and they would call me back. I never received a call back from them so I emailed them and first they said that the service was reported completed and the ticket closed, how in the world could that be possible if they havent fixed anything, I emailed them back again to Let them know nothing has been repaired and Fidelity said the claim was denied because of liability #5 ( like Im supposed to know what the hell that is).....I cannot believed my $65 for the tech to come out to basically do nothing....Beware of their scams

Initial Business Response /* (1000, 5, 2015/06/29) */
FNHW 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. Please accept my apologies for the manner in which you felt...

you were treated as a customer of FNHW.
Our records show that FNHW has approved replacement of the air conditioner's condenser and evaporative coil per the terms and conditions of the contract, and that the replacement should be completed early this week.
We hope that the value of this home warranty coverage [redacted] 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 /* (2000, 7, 2015/06/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/12/04) */
I would like to apologize on behalf of FNHW for the inconvenience you felt as a customer of our company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Please be advised as stated in the "Terms...

of Coverage" #3 section of the Contract, "A $65.00 fee is due for each service trade request and is paid to the contractor upon arrival at the home."
However; as a one-time courtesy and gesture of [redacted] the service fee for this claim has been waived and [redacted] appear as a credit on the card used.
We value your business and look forward to a continued service relationship with you.

Initial Business Response /* (1000, 5, 2014/09/24) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on September 12, 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 a second opinion service vendor was at your property and found that your evaporative coil needed to be replaced. FNHW authorized this replacement under the terms and conditions of your warranty Contract. We understand that you accepted cash in lieu of this replacement in the amount of $529.32. This check was processed on September 17, 2014 and should arrive under a separate cover within 10-15 business days from the processed date. Please be advised that by accepting this option, you [redacted] 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

I just got off thr phone call with fidelity authorization department about a previous work order they said is not covered as electrical fixtures are not covered. The contract clearly says 'all parts and components that affect operation' is covered. The ballast is part and parcel of the fluorescent electrical system and does voltage transformation. the person on the other end of the phone line said it is a fixture and so not covered.
it seems fideity has so worded its customer contracts that it intrprets its meaning the way it wants and misleads the customers. the agent asked me where does it say that the ballast is covered in the contract. I told him its essential part of the electrical cirtcuitry and affects the operation of the lights.. but agent said, we are talking in cicles and said we cannot proceed further.
I strongly suggest people not to choose fidelity for their warranty needs.

The worst experience ever. Having a issue with Gas Range. They cut the service fee and the person didn't show till 2 days. After multiple followups they send the person and the person just seeing ok burner is not working he order and he told he will come once burner is ordered. After coming after a week he is telling oh panels are missing and he cannot replace as this he cannot Do. This is the 3 work order and every time this guys are tell this is not there or that is not there and puts blame on the customer. Now the manufacturer is no longer having that parts so they told as you are not getting that parts we cannot replace your burner. The customer care person to are also very rude and if we ask anything they are telling did you bother to read the contract before calling us. This is ridiculous. It better to switch to some other home warranty. Hopefully other home warranty are not this rude and they know there things good.

Initial Business Response /* (1000, 5, 2016/01/07) */
Each claim is processed under the terms and conditions of the warranty contract and accepted or denied on that basis. Our records show that the technician with All Brand Appliance Repair was unable to determine any failure with the...

refrigerator at the time of service. Subsequently, you requested to obtain your own second opinion and were granted authorization by the Company to do so. On November 12, 2015, you were provided with the email address to which you may submit the details of your second opinion for review. On November 24, 2015, the Company received your second opinion correspondence and reviewed of the information contained therein. Review of your second opinion correspondence reported the inner tube for the water dispenser is leaking and in order to repair the failure the refrigerator door requires replacement. At that time, the Company requested an estimate to be provided by your technician indicating the item or part number for the replacement door, the part cost, the tax, the shipping, and the cost of labor for the required repair.
On December 10, 2015, you called the Company to check the status and were advised the Company was waiting for the aforementioned information to be provided. On December 14, 2015, you contacted the Company again and were informed the Company was still attempting to obtain the required information directly from your technician. A representative of the Company attempted to contact your technician to obtain the required information at which time your technician asked that the Company send him an email request. The Company then sent an email request to your technician. At this time, the Company has not received the required information from you, or your technician regarding the item or part number for the replacement door, the part cost, the tax, the shipping, and the cost of labor for the required repair.
Upon receipt of this required information, a representative of the Company [redacted] contact you. We hope that the true value of this home warranty coverage [redacted] continue to be beneficial and convenient as the Company aims to provide the highest levels of service to you. Should you have any additional questions or concerns do not hesitate to contact us.

Initial Business Response /* (1000, 5, 2014/11/10) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on November 5, 2014. Your concerns are important to our Company; I appreciate the opportunity to respond.
Please...

accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers. Our goal is to provide superior customer service and allow our Contract holders to have peace of mind when dealing with repairs or replacements associated with owning a home.
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 our Authorizations Department regarding your forced air furnace claim. However, additional information is needed in order to completely resolve your claim under the terms and conditions of your Contract.
At your earliest convenience, we ask that you please submit any pertinent correspondence you may have such as a home inspection report, correspondence from your own service technician to our Authorizations Department for further review to: [redacted]@fnf.com or fax to XXX-XXX-XXXX. Once FNHW has reviewed all information a representative [redacted] contact you in regards to your claim.

Thank you for your business, we look forward to a continued service relationship with you. Should you have any questions or concerns, please do not hesitate to contact us.

Sincerely,

Customer Care Department
Fidelity National Home Warranty

Initial Business Response /* (1000, 5, 2015/02/03) */
Fidelity National Home Warranty (FNHW) is in receipt of your recent correspondence to the Revdex.com and California Department of Insurance.
Each claim is processed under the terms and conditions of the Contract and...

accepted or denied on that basis.
To accommodate the new coil; which is different in size and shape of the coil being replaced, the furnace must be replaced or the closet must be modified. This is not due to compatibility; but, solely due to the size restriction within the closet in which the components are installed. There is no obligation on the part of FNHW to replace the furnace to accommodate size of equipment or to modify the area in which the equipment is installed.
Please note that FNHW has responded to your concerns through the Department of Insurance and our position remains unchanged.
Sincerely,

[redacted] Department
Fidelity National Home Warranty
Initial Consumer Rebuttal /* (3000, 7, 2015/02/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was never informed that the closet where the furnace is located would need to be modified. This was NOT explicitly said in any document or communication. They just said the attachment to the new coil could not be done with this old furnace, but had nothing related to the dimensions of the closet. A coil for a 2 Ton unit is about 14 inches height, and never taller than 20 inches. On top of the furnace I have 34 inches clearance. They never presented the specifications of the equipment they intent to install on my home. I require to know full specifications of the equipment they intent to install in my home. The only reason I see so far is that the coil is larger or deeper than the current furnace, which makes it a compatibility issue and not an upgrade. Hence, I am not satisfied with their answer.
Final Consumer Response /* (3000, 9, 2015/02/09) */
Here is a document about the dimensions of the coils for several units: http://www.[redacted]
Because they never disclosed the specifications of the equipment they intent to install, despite several requests, I am not able to conclude that they are moved by good faith.
Final Business Response /* (4000, 11, 2015/02/12) */
Fidelity National Home Warranty (FNHW) is in receipt of your rebuttal letter to the Revdex.com.
FNHW has reevaluated your claim and considers this claim to be correctly processed under the terms and conditions of the Contract and our position remains unchanged.

Sincerely,
[redacted] Department
Fidelity National Home Warranty

Initial Business Response /* (1000, 5, 2014/07/02) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on June 18, 2014. Your concerns are important to our Company; I appreciate the opportunity to respond.
On behalf...

of FNHW, please accept my apologies for the inconvenience you felt as a customer of our company. FNHW operates with the best of intentions and deepest respect for all of our customers. Our goal is to provide superior customer service and allow our contract holders to have peace of mind when dealing with repairs or replacements associated with owning a home; clearly that was not the case in this situation. In good faith, FNHW has waived the service fee in conjunction with your fan claim.
Our records show that on June 30, 2014 a new fan has been ordered and should arrive in approximately 3-5 business days. Once received, the service vendor will contact you to schedule a return appointment for installation.
We hope that the true value of this home warranty coverage will continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to you. Should you have any additional questions or concerns do not hesitate to contact us.
Thank you for your business, we look forward to a continued service relationship with you.

Sincerely,

Customer Care Department
Fidelity National Home Warranty
Initial Consumer Rebuttal /* (3000, 7, 2014/07/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
FIDELITY CANNOT "WAIVE THE SERVICE FEE" AS STATED IN THEIR RESPONSE, SINCE THEY ALREADY COLLECTED IT FROM US IN APRIL. TO HONOR THEIR STATEMENT, THEY NEED TO REFUND IT. TO DATE (7/8/2014) WE HAVE NOT RECEIVED A REFUND, NOR HAVE WE BEEN CONTACTED BY FIDELITY REGARDING A REFUND. IN ADDITION, WE HAVE NOT BEEN CONTACTED BY THE ELECTRICAL CONTRACTOR TO SCHEDULE AN INSTALLATION. THE SITUATION IS UNCHANGED. OUR CLAIM WAS SUBMITTED TO FIDELITY 11 WEEKS AGO & OUR WHOLE HOUSE FAN IS STILL BROKEN.
Final Business Response /* (4000, 9, 2014/07/10) */
Fidelity National Home Warranty (FNHW) is in receipt of your rebuttal letter to the Revdex.com.
Please know that FNHW is making every effort into obtaining a resolution for your claim. We sincerely apologize for any inconveniences that you and your family have experienced during this claim process.
Our records indicate that our office has contacted the service vendor who then advised the fan [redacted] be available via [redacted] call at Home Depot. Once the fan is available, an appointment for install [redacted] be scheduled.
In regard to the service fee you paid and which posted on May 24, 2014, please use this as confirmation that FNHW has waived this fee in our system. As an automatic process, a refund check [redacted] be issued and you should receive this check in approximately 10-15 business days.
Should you have any additional questions or concerns do not hesitate to contact us.
Sincerely,
[redacted] Department
Fidelity National Home Warranty
Final Consumer Response /* (4200, 11, 2014/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We did receive the $65 refund check. The electrical contractor is scheduled to install a new whole house fan today. Please leave this claim open until the fan is actually installed. We [redacted] update the Revdex.com when this has happened.
It is unfortunate that we had to alert the Revdex.com in order to get Fidelity to act upon a claim. It has been exactly three months since we first contacted Fidelity regarding our broken fan. We live in a two story house in the Sacramento valley, and the temperature in the summer is often at or over 100 degrees, as has been the case this summer.

Initial Business Response /* (1000, 5, 2014/03/05) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on March 3, 2014. Your concerns are important to our Company; I appreciate the opportunity to respond.
We...

understand that you are requesting reimbursement toward the cost you paid to replace a component of your remote pool management system at your home. Unfortunately, FNHW is unable to honor your request at this time. Each claim is processed under the terms and conditions of the warranty contract and accepted or denied on that basis. Please refer to the "Limits of Liability" #8 section of your contract, 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." Additionally, as stated under the "Swimming Pool and/or Spa Equipment" section of the contract, "Electronic/computerized controls and/or control panels are not covered." FNHW considers this claim to be correctly processed under the terms and conditions of the Contract.
Please accept our apologies for any inconveniences that you felt as a customer of our company. As stated in previous letters to you dated February 20, 2014 and December 20, 2013, the service fee in conjunction with this claim has been returned.
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, 2014/03/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The 'response' from the company seemed to be a computer-generated form reply that did not acknowledge any of the details of my complaint. It was a nonresponsive response.
The company did not acknowledge that it contacted me to tell me that the repair was covered, and that its supervisor, Ms. [redacted], specifically confirmed to me that the repair was covered before I agreed to set up a work order. The company did not acknowledge that after the repair was authorized by its own supervisor, its own contractor came to my house, and determined that the repair was needed, and collected my $60 service fee to complete the repair.
The company still owes me $216 for the part that I bought and replaced, and which was their obligation to buy and replace. As a middle ground, I [redacted] offer to accept a $216 discount on my next annual premium, which is due before July 25. And I [redacted] pay the discounted premium, in full, whenever the company wants.
Final Business Response /* (4000, 9, 2014/03/19) */
Fidelity National Home Warranty (FNHW) is in receipt of your rebuttal to our response to your initial letter.
Upon further review of your correspondence, FNHW stands by its decision regarding the denial for reimbursement of your swimming pool/spa claim. Please review your contract terms specifically in regard to remote management systems located under the "Limits of Liability" #8 provision which reads: "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." Additionally, as stated under the "Swimming Pool and/or Spa Equipment" section of the contract, "Electronic/computerized controls and/or control panels are not covered."
In response to your request for a discount on your premium/Contract, unfortunately we are unable to honor this request.
FNHW considers this claim to be correctly processed under the terms and conditions of the Contract and has no further comment regarding this matter.

Sincerely,
[redacted] Department
Fidelity National Home Warranty
Final Consumer Response /* (4200, 11, 2014/03/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company did not propose any resolution. I intend to file a claim against them now in San Diego Small Claims Court.

Initial Business Response /* (1000, 5, 2015/11/25) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconvenience you had during this process. FNHW operates with the best of intentions and deepest respect for all of our customers. Our goal is to...

provide superior customer service and allow our contract holders to have peace of mind when dealing with repairs or replacements associated with owning a home.
As you are aware, FNHW was advised by two separate independent service contractors that no failures were found with any of the upstairs bathroom faucets. The technicians advised the faucets were not properly mounted to the countertops and the proper mounting hardware was missing. Please be advised that FNHW is not responsible for failures due to missing parts. You may refer to the Limits of Liability #5 section of your contract for verification of this information. This provision advises: "FNHW is not responsible for repairs or replacements due to disassembled or missing parts."
We hope that the true value of this home warranty coverage [redacted] continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to you. Should you have any additional questions or concerns do not hesitate to contact us. We value your business and look forward to a continued service relationship with you.

Initial Business Response /* (1000, 5, 2014/06/20) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on June 9, 2014. We understand that you are upset regarding the dishwasher replacement options being offered by...

FNHW. Your concerns are important to our Company; I appreciate the opportunity to respond.
Please note that FNHW's liability toward replacement of covered items is with similar features, capacity and efficiency. You may refer to your Contract's "Limits of Liability" #3 provision which states: "Except as otherwise noted in this contract, replacements [redacted] be of similar features, capacity and efficiency as the item being replaced. FNHW is not responsible for matching brand, color and/or dimensions."
Each claim is processed under the terms and conditions of the warranty Contract and accepted or denied on that basis. FNHW has met its contractible obligation in the settlement of this claim by providing you with a replacement dishwasher that is of similar features, capacity and efficiency of the FNHW covered dishwasher that had failed in your home.
Should you have any additional questions or concerns do not hesitate to contact us. Thank you for your business, we look forward to a continued service relationship with you.

Sincerely,

[redacted] Department
Fidelity National Home Warranty
Initial Consumer Rebuttal /* (3000, 7, 2014/06/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The replacement options offered by FNHW is not meeting the contract's "Limits of Liability" #3.
The following features from my current dishwasher are not being met by replacement Bosch options:
1. Touch controls (micro switches)
2. Flip / fold-down tines in upper and lower racks
3. Duo flex silverware basket with cover
Additionally, FNHW is silent on the cost of city permit for replacement.
I would appreciate if the terms of contract are strictly followed by FNHW
Final Business Response /* (4000, 26, 2014/08/18) */
Fidelity National Home Warranty (FNHW) is in receipt of your rebuttal letter to the Revdex.com.
You were offered Bosch model #SHE53T52UC, the most comparable unit in relation to capacity/features/tub to your existing dishwasher, GE Profile unit model #GSD4910X722AA. Per your Contract's Limits of Liability #3 section, "replacements [redacted] be of similar features, capacity and efficiency as the item being replaced."
Upon final review and in an effort to amicably settle your dishwasher claim, FNHW is offering to purchase, Bosch model #SHE68T55UC in a stainless steel tub. This unit has 6 programs/5 options, electronic display, 44 Dba-Quietest brand, cutlery tray, adjustable upper rack and fold down tines. This upgrade is being done as a customer service gesture as this unit more than exceeds the features and plastic tub that your original unit had.
Or, you may accept cash in lieu in the amount of $800.00 as you were previously offered. To resolve your claim, please contact our Purchasing department at (XXX) XXX-XXXX and select Option #4. This is our final offer; FNHW has no further comment regarding this matter.

Sincerely,
[redacted] Department
Fidelity National Home Warranty
Final Consumer Response /* (4200, 28, 2014/08/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The offer made by FNHW (model SHE68T55UC) is an upgrade from the previous offer (model SHE53T52UC). This model addresses two of the 3 feature shortcomings compared to earlier model. This dishwasher is missing the duo-flex silverware basket.
FNHW's claim that the current offer (model SHE68T55UC) far exceeds the features of my current dishwasher is very relative. If current dishwashers are made with 5 options instead of 4, and with steel tubs, does not improve the usability of the product. As a consumer I do not use more than 2 options. What matters to me is capability to use the inside space for dish configuration, and ease of use. I would like to re-iterate that comparison can also be made against the cost of the product. My current dishwasher was priced over $1,000 off the shelf (taxes, delivery, and installation extra). An offer of $800 in-lieu cannot qualify as an upgrade.
The model that I requested (SHE7PT55UC) is one model higher than the offer (SHE68T55UC) and meets all the features of my current dishwasher. I request that FNHW not compromise any of the features available in my current dishwasher.
My request for fixing my dishwasher was made in December 2014, ie. over 8 months ago which is way beyond reasonable time to resolve dispute. I request Revdex.com to intervene with arbitration process and issue a binding decision. I trust FNHW [redacted] be amenable to arbitration.

Initial Business Response /* (1000, 5, 2015/02/12) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on January 31, 2014. Your concerns are important to our Company; we 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. We understand that you are requesting a reimbursement for $535.00, the purchase cost of a home warranty for your property. However, our records show the close of escrow was on December 29, 2014 and the home warranty was waived; therefore no funds were sent to FNHW. Subsequently, the Contract order was cancelled. Please note that the refund would have been made to the provider of funds had these funds been posted.
Per the Contract's Limits of Liability #10, "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."
Should you have any additional questions or concerns do not hesitate to contact us.
Sincerely,

[redacted] Department
Fidelity National Home Warranty
Initial Consumer Rebuttal /* (2000, 7, 2015/02/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I agree that this is what was discussed and agreed to. However, I have not yet received the funds which were allocated in escrow at closing. I expect this [redacted] occur, but [redacted] follow up as necessary.

Initial Business Response /* (1000, 5, 2015/04/07) */
FNHW dispatched a second opinion pool and spa company to diagnosis the problem with the spa. The technician found the spa overfilled with water by approximately 2 inches from the top. He ran the equipment to test and observed that when...

the blower comes on the water flowed onto the main power control. Because the control panel has lifted up over time there was a gap allowing the water to drip onto the power center which resulted in the connectors getting wet and caused the breaker to trip. The technician has lowered the water to the proper levels and sealed around the control panel to resolve the problem.

Initial Business Response /* (1000, 5, 2014/04/25) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on April 15, 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. As a customer service gesture, the service fee in conjunction with your microwave and refrigerator icemaker.
Please be advised that each claim is processed under the terms and conditions of the warranty contract and accepted or denied on that basis. As you have been made aware, FNHW was unable to provide service for your icemaker as there was no optional "Kitchen Refrigerator" coverage purchased for your contract. However, in respect to your microwave services, our records show that repairs were authorized and have been completed. FNHW believes this claim to be resolved.
Our records reflect 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 Consumer Rebuttal /* (2000, 7, 2014/04/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They returned the service charge. So I am satisfied. Although they did not as they stated repair the microwave. But I was more concerned about getting the service charge back.

Initial Business Response /* (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 process. Our 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 customers. As a gesture of customer service the service fee [redacted] be credited back to your credit card. We value your business and look forward to a continued service relationship with you.

Initial Business Response /* (1000, 5, 2014/11/21) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on November 12, 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. You may use this letter as confirmation that the service fee payment for your electrical call has been properly applied.
Each claim is processed under the terms and conditions of the warranty contract and accepted or denied on that basis. Our records indicate an electrician serviced your property and replaced a failed GFCI located in the garage. He also noted switches and outlets located outside that are not working. Per the Contract's Terms of Coverage #8, "Covered systems and/or appliances must be located within the main foundation of the home or garage except for exterior well pump, air conditioner/evaporative cooler, pressure regulator, waste/stop valves, water heaters, pool/spa equipment, sewage ejector pump and outdoor septic tank system equipment. All coverage is subject to the limitations and conditions mentioned in this Contract."
If you are having a service issue with an outlet located within the property foundation, at your earliest convenience, please contact our Customer Service Department to set up a service call with an alternate FNHW service technician.
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 Business Response /* (1000, 8, 2015/06/09) */
Please accept my apologies for the manner in which you felt your claim was handled by our Company.
The Plumber found that the leak in the bathroom was from the shower pan. As stated in the Plumbing System and Stoppages section in your...

Contract FNHW shower enclosures and base pans are not covered:
"Not Covered: Stoppages and/or collapse of water, drain, or gas lines caused by roots - fixtures - bathtubs - sinks - shower enclosures and base pans - caulking and grouting - filters - sewage ejector pumps - toilet seats and lids - septic tanks - water softeners - flow restrictions in fresh water lines - access to drain or sewer lines from vent - saunas - steam rooms - bidets - whirlpool bathtub jet plumbing - indoor/outdoor sprinkler systems - booster pumps - conditions of electrolysis."
The shower base pan leak was denied and our records show a letter of denial was sent on or about April 1, 2015. Prior to the letter being sent, the records show that FNHW offered to send another plumber as a second opinion or review your own plumber's second opinion should you provide that to FNHW. You advised FNHW that you would have another plumber out and send their diagnosis for our review, however as of this date, FNHW has not received another diagnosis by a plumber. Our records show that the
You reported to FNHW that the air conditioning unit was leaking. The first technician out to the home reported that the he found that the drain lines did not have the proper slope and there was no secondary drain pan present. The slope of the line was not allowing proper drainage. FNHW sent a second opinion to further diagnosis the problem as you advised you had a different company out to inspect the unit that said there was nothing improper in regard to the drain lines.
FNHW's second opinion technician advised that he found the cause of the leak at the air conditioning unit to be that the main drain line was disconnected from the evaporative coil. He cleaned the line and reconnected it to the coil. This technician confirmed that both air conditioning units in the home did not have a secondary drain pan in place.
Per FNHW Limits of Liability #1 "FNHW's liability is limited to failures due to normal wear and tear during the term of the contract." The secondary drain pans are missing. FNHW does not cover to install parts or components of systems that are missing as stated in the letter of denial that FNHW sent you, per Limits of Liability #5: "FNHW is not responsible for repairs or replacement due to misuse or abuse, disassembled or missing parts." Additionally please note that the Limits of Liability #7 of the Contract advises: "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."
Fidelity National Home Warranty (FNHW) operates with the best of intentions and deepest respect for all of our customers. Each claim is processed under the terms and conditions of the warranty and accepted or denied on that basis. It is our hope that this helps you in understanding the Contract's terms. Our records show that FNHW was able to assist you in your Contract term with repairs to both the pool heater and the filter.