Fidelity National Home Warranty

Initial Business Response /* (1000, 5, 2015/09/28) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconvenience you had in regard to this claim. When you have a FNHW you have every reason to expect quality customer service. Clearly that did not...

happen, and I regret the delay in service due to the wrong equipment order. FNHW operates with the best of intentions and deepest respect for all of our customers.
Although per Limits of Liability #6 section of your Contract, 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, FNHW did everything within its control to expedite the service one we were aware that the wrong equipment was ordered and understand the new condensing unit has been installed.
As a gesture of customer service, the service trade call fee of $65.00 has been waived. You may disregard any [redacted] for the trade call fee. We value your business and we look forward to a continued service relationship with you.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint finally resolved, just wish it was done more efficiently.

Initial Business Response /* (1000, 5, 2015/09/04) */
Our records show the FNHW dispatched independent service technician replaced your air conditioner's compressor on or about April 28, 2015.
Approximately two months later you placed a service request for the air conditioning system...

leaking. Our customer service representative advised you to turn off the system, and that the Contract does not cover for secondary damages pursuant to the Limits of Liability #6: "FNHW is not responsible for consequential or secondary damages resulting from the failure of a covered system or appliance 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."
FNHW understands your complaint is in regard to damages due to the leak and damages to your attic door. Please be advised the Vendor Relations Department representative in your area is in the process of researching this issue. You [redacted] be contacted by FNHW once the review of this matter has been completed.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have relationships with shoddy vendors that they allow to enter into my property.
If I wanted terrible workmanship and then no help, I would hire someone myself. What is the point of their service?
The repairs [redacted] cost me more than the original issue would have cost.
This is unacceptable.
Final Business Response /* (4000, 11, 2015/10/04) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for your inconveniences associated with this claim. Our records show the service company has left a message for your tenant to schedule the attic door repair. As a gesture of customer service, FNHW is processing reimbursement of the paid service trade call fee. The check for $65.00 [redacted] arrive under separate cover within 10-15 business days.
FNHW operates with the best of intentions and deepest respect for all of our customers. We keep this 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. Please note that the complaints received negatively affect the vendor's rating with our Company.
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. We value your business and look forward to a continued service relationship with you.

Initial Business Response /* (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, 2015. 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 oven. At 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 Company. FNHW operates with the best of intentions and deepest respect for all of our customers. 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 /* (3000, 7, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is almost 2 month since they send a technician on 7/7/15 that I cannot use my oven. They refused to repair my oven they said that it was my negligence that the door oven did not close properly. I took pictures of the doors closed and open and emailed them to show that the doors are not broken and their complain is not valid. Then I complained to the Revdex.com. Only yesterday someone called me and asked me for the serial and model number. I gave them the serial number but couldn't see the model number. when the technicians were here they took pictures and could of taken the serial and model numbers.
I hope that my problem [redacted] be resolved soon. I had 2 other times problems that they refused to repair with excuses. Both times I called my own technician and for $125 and $135 they fixed it. Once 3 years ago and once last year. They still charged me the $60. I hope that they [redacted] address this problem soon.
Thank you
Final Business Response /* (4000, 9, 2015/09/14) */
Please accept my apologies on behalf of the company for the difficulties you have experienced while utilizing the warranty. FNHW has authorized the replacement of your oven under the Terms and Conditions of your Contract. Our 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 oven. FNHW 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 offered. Should you have any additional questions or concerns FNHW's Purchasing Department can further assist you in this resolution.

Initial Business Response /* (1000, 5, 2015/08/21) */
Please accept my apologies for any inconvenience you may have had in regard to this claim. 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 on or about the July 28, 2015, the technician from [redacted] Conditioning & Heating, found the thermal expansion valve (TXV) was not insulated. He then completed the needed repairs with no other failures found at the time of this service.
Glen, from Web's Heating and Air Conditioning, who was out to the home on August 7, 2015 evaluated the unit and advised the condenser was dirty which was resulting in high head pressure. He did mention that the unit had some corrosion on it; however it is his professional opinion that the unit [redacted] operate correctly once the condenser is cleaned.
As advised over the phone, maintenance and cleaning is not covered by the contract, as stated in Limits of Liability #5: "FNHW [redacted] not perform routine maintenance or cleaning. The contract holder is responsible for providing routine maintenance and cleaning of covered items as specified by the manufacturer to ensure continued coverage of such items. For example, heating and air conditioning systems require periodic cleaning and/or replacement of filters and water heaters require periodic flushing."
Should you experience any malfunctions with the air conditioner after the cleaning, please do not hesitate to contact us. We value your business and we look forward to a continued service relationship with you.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The original evaluation by [redacted] obviously states after the valve repair, that there is corrosion of condenser coils and recommends replacement , not cleaning. You ignored his recommend repair .
The Web air also stated corrosion, and only called it minor after you spoke with him over phone. He did not document this on official invoice.
You choose to ignore the more costly repair and used the word dirty to justify not paying for repairs.
Final Business Response /* (4000, 9, 2015/09/09) */
The technician advised the corrosion should come off with the cleaning of the coil. As previously advised, should you experience a problem with the air conditioning system after having the coil cleaned, you may contact FNHW for service.
Final Consumer Response /* (4200, 11, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Your response had not changed. The [redacted] invoice clearly states two problems: the valve and the corroded condenser coils. Replacement was also clearly recommended . You have chosen to ignore the recommendation. The coils were subsequently reevaluated by [redacted] and cleaning would only cause freon leakage.
I have had to replace entire unit due to AC not cooling after your repairs .
I [redacted] be sending you the [redacted] for reimbursement.
I [redacted] pursue legal action and continue until Revdex.com removes their endorsement .

This company sent out a plumber that was incompetent and treated me and my family extremely rude. I tried calling Fidelity to get this resolved. No one would assist me in resolving this issue. I have had other home warranties before and this is the worst experience I have had.

Initial Business Response /* (1000, 6, 2016/03/01) */
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.
On the day you submitted your claim,...

the Company offered an option wherein you were allowed to go outside of the Company's service network and contract with a plumber of your own choosing due to the circumstances involved. Under that option, the Company offered to pay the costs incurred by you for covered services. However, you declined the Company's offer. Instead, you shut off the water main to the house and the Company promptly set up service and had a service technician repair the issue with your evaporative cooler.
It is the Company's understanding that you are now requesting reimbursement for secondary damages. With regard to secondary damages, please refer to Limits of Liability 6 contained in your home warranty. Limits of Liability 6 states as follows that:
6. FNHW is not responsible for consequential or secondary damages resulting from the failure of a covered system or appliance 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. FNHW is not responsible for food spoilage, loss of income, utility bills, living expenses, personal and/or property damage.
Accordingly, your claim for reimbursement of secondary damages is denied. Should you have any additional questions or concerns do not hesitate to contact us.

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 July 2, 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 30, 2014 and found the garbage disposal was jammed. He removed a penny from the unit and retested it for function. After removing the penny, he found that the garbage disposal was mechanically working; however he advised there was a sound coming from the unit due to plastic inside of the disposal. The plastic inside the garbage disposal is not due to normal wear and tear, therefore; is not covered. You may refer to your Contract under the "Limits of Liability" #1 section which states, "FNHW's liability is limited to failures due to normal wear and tear during the term of the Contract." A letter of denial will arrive under a separate cover. FNHW considers this claim to be correctly processed under the terms and conditions of the Contract.

Sincerely,

Customer Care Department
Fidelity National Home Warranty
Initial Consumer Rebuttal /* (3000, 7, 2014/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is my impression that the home warranty offered, is an assurance to the home owner that if an appliance does fault, that it would and should be covered. My garbage disposal worked, and it stopped working. I then called to have it repaired, the technician that was scheduled to come to my house found that a penny had fallen into the sink and jammed and potentially broke the disposal. He said that there was what seemed to be plastic pieces in the disposal as well which maybe was from the penny but they were not determined either way. The technician told me he recommended replacing the entire unit because while it is now working, it is not working properly and it is now making a strange noise. The technician listed on the invoice that the home warranty would not replace the disposal. It was his suggestion to replace the disposal. He tells me while he suggests replacing itm the home warranty will not allow it because its not covered because of "normal wear" but almost anyone that has used a disposal would claim that sometimes things fall into the disposal; ie. silverware, jewelry, coins, seeds, shells. To me, one penny is definitely "normal" and something like that would be expected over the life of its use. This happened by accident and was not malicious or negligent in any way. I also think that if the technician says the machine should be replaced then it should be replaced as long as there was nothing used to directly make the disposal stop working.
I just want my money back, and I will not ever be using this company, or its services again.
Final Business Response /* (4000, 9, 2014/07/25) */
Fidelity National Home Warranty (FNHW) is in receipt of your rebuttal letter to the Revdex.com.
Upon further review of your correspondence, FNHW stands by its decision regarding the denial of your garbage disposal claim. As you were advised in our previous letter, after removing the penny from your garbage disposal, the technician found that although it was mechanically working; he advised there was a sound coming from the unit due to plastic inside of the disposal. The plastic inside the garbage disposal is not due to normal wear and tear, therefore; is not covered. Please review your contract terms specifically in regard to failures due to normal wear and tear, located under the "Limits of Liability" #1 provision which reads:
"FNHW's liability is limited to failures due to normal wear and tear during the term of the Contract."
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,
Customer Care Department
Fidelity National Home Warranty
Final Consumer Response /* (4200, 11, 2014/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The technician never pulled plastic out, he said it sounded like plastic. The only objects removed were the penny, and few shells from nuts. It was the technician you guys hired that suggested replacement. If your standard if practice is to make things "good enough" I would be very discouraged and disappinted after spending so much as an annual fee. One non food item that falls into a big hole in the sink shouldn't default all your claims to "not normal wear and tear" however I suspect this is common practice and that many items your company claims to cover, will in fact not be covered. Sounds like a scam.

Initial Business Response /* (1000, 5, 2015/06/30) */
Please accept my apologies for the manner in which you felt your claim was handled by our Company. FNHW operates with the best of intentions and deepest respect for all of our customers. Each claim is processed under the terms and...

conditions of the warranty and accepted or denied on that basis.
Our records show we received the FNHW order for the Comprehensive Plus Plan on May 15, 2015. The estimated close of escrow was expected the same date May 15, 2015. On May 19, 2015 you called and inquired if the hot tub was on the order and stated it was to be included. FNHW added the Buyer's Coverage Option for the Pool and Spa a new demand for payment was sent to escrow.
On the morning of May 21, 2015 FNHW received a call from you for the "Spa not starting, pump or heater going out." Because the claim was placed prior to FNHW's receipt of payment for the warranty, FNHW called escrow to confirm the closing date and that payment was being sent to FNHW. The escrow representative advised that escrow closed on May 18, 2015, subsequently the claim was released for service.
The technician that evaluated the hot tub advised that the heater had shorted out and required replacement. FNHW determined that the hot tub could not have been in good working order at the start of the Contract term and the claim was denied based on the Contract's 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."
You have advised FNHW that the spa was empty prior to the close of escrow and therefore not operated or inspected. Upon review of the facts pursuant to this matter and our analysis of the claim, FNHW's position remains the same. Our records show that the service fee was not collected at the time of service. As a gesture of customer service, FNHW is not charging you the service fee on this claim. Please disregard any service fee past due notice you may have received for this service.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We called thinking that our Home warranty would fix our spa in good faith. Our escrow was supposed to close on 5/15/15 since we were moving in and signing paperwork. Not to our fault we did not close escrow and filled up and used spa thereafter. Again, we used it the first time with no problems. It was not until the second time of use did we realize that there was a problem. Spin calling in we were told that our policy was not in force due to escrow. We waited till policy was in force and called again. At that time we were not informed of any non-payment of our service call and were led to believe from repair person that the spa was not working due to misuse, neglect or any pre-existing condition. All our charges should be reimbursed. Please reconsider.
Final Business Response /* (4000, 9, 2015/07/21) */
As a gesture of customer service FNHW has reimbursed your service fee. Our position in regard to the denial of the claim remains the same. 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, [redacted] (phone XXX-XXX-XXXX).
Final Consumer Response /* (2000, 11, 2015/07/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/07/30) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on July 16, 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 you spoke to an assistant manager in our Authorizations department on July 16, 2014 in attempt to resolve your dishwasher claim. We understand that he set up a service claim in regard to a complaint that the dishwasher was tripping the circuit breaker and an appointment was scheduled for July 28, 2014 between 1-5 PM PST.
Should you have any additional questions or concerns do not hesitate to contact us.
Sincerely,

[redacted] Department
Fidelity National Home Warranty

Initial Business Response /* (1000, 5, 2014/08/11) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on August 1, 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 further review of your air conditioning claim, FNHW will be covering the cost to remove and reinstall the furnace in order to perform the evaporative coil replacement. Please use this letter as confirmation that the additional expenses to you are reduced to $200 from the original quote. This includes the cost of modifications to the sheet metal. Per your Contract's Limits of Liability #7 section, "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."
Our records show that the evaporative coil replacement is completed and you are 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,

Customer Care Department
Fidelity National Home Warranty
Initial Consumer Rebuttal /* (2000, 7, 2014/08/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Customer Service Representatives were very polite and helpful. However, the Authorization Department Representatives talked over me and were very curt. I'm glad FNHW did the right thing, but Authorization Department Representatives need to take a lesson in customer service etiquette.

Initial Business Response /* (1000, 5, 2014/12/22) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on December 16, 2014. Your concerns are important to our Company; I appreciate the opportunity to respond.
Each...

claim is processed under the terms and conditions of the warranty contract and accepted or denied on that basis. Our records show that as of December 1, 2014 the repairs for your refrigerator were completed.
If you have any additional questions or should you need to place a service call, please contact our Customer Service Department at XXX-XXX-XXXX or visit our website at homewarranty.com to place a new service work order.
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, 2015/09/17) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconvenience you had as a customer of our company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Our...

records show a representative from our vendors relations department left a message for you on September 16, 2015. He called to confirm that the air condition was now working as the most recent technician has advised FNHW that he added refrigerant, tested the system and found it was working well.
As a gesture of customer service, FNHW [redacted] reimburse the $310.00 for the cooling unit you obtained. Please submit your receipt to FNHW at XXX-XXX-XXXX via fax or email to [redacted]@fnf.com
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, 2014/04/29) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on April 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.
As a gesture of customer service, the service fee in conjunction with your forced air furnace claim has been waived.
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 Business Response /* (1000, 5, 2015/11/13) */
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 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. Our records show FNHW has authorized repair of one of your forced air furnace units and evaporator coil under these terms and conditions of your warranty Contract. The service company that [redacted] be performing the repairs [redacted] be in contact with you.
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.

I've had a very negative experience with this company. We purchased our home this last May and have had some issues that I've called fidelity to come out and fix. First issues I called about was our top dishwasher wouldn't start and the bottom one would fill up with water when I'd use the top one and wouldn't drain, and some of the burners on our stove wouldn't ignite. The guy came out, reset the top dishwasher so it starts now, but basically told us to fix the bottom one I have to run it to drain the water out....even though I'm not utilizing it. (So not fixed) He worked on the stove for awhile, finally said he needs to order a part and would come back and fix it. A couple weeks go by, they finally call me to set up an appointment so I did. A different guy comes out, tries working on the stove all over again. At the end tells me he needs to order a part and needs to come back. They have never come back! Next issue, I call about some electrical issues. Our phone jacks aren't working in the house, I had a question about our attic fan running constantly, and our central vacuum wasn't working. The guy comes out and works on the vacuum first. He tells me that there's a hole in the tube in the attic and he can't fix it so he tapes the hole and tells me it works now. It doesn't work. He doesn't even try to attempt the phone situation because he said something about there's a lot of wiring in the attic and he wouldn't be able to figure it out or something, and tells me the attic fan just works that way and not to worry. Last issue; it's getting cold now and I cannot get our heater to work. I set up an appointment to fix the heater. They come and take a look in the attic, tell me the cover is off and they're not allowed to work on it because they don't want to be responsible if someone broke it or whatever. Which okay, I get that....but they charge me still a service fee for them to tell me they can't work on it???? I've been charged service fees for someone to tape a hole, which I could do, to tell me that's just how it works and not take a look at it? No thank you. I'm not renewing. I've had to go out of the warranty and hire people to fix these issues. So on top of there charges I have to pay the service charges for the things that didn't even get finished.

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

understand that you were upset regarding FNHW's coverage decision in reference to your range oven claim. Our records indicate that your FNHW Contract expired on January 15, 2014. On February 11, 2014, you contacted FNHW due to a complaint that your range oven smelled and was not baking. This was well after the recall period from a service work order (SWO) dated November 20, 2013; however as a gesture of customer service, FNHW dispatched a possible recall swo. Our service technician was at your property on February 18, 2014 and advised FNHW there were no mechanical failures with the range oven and he did not see/smell anything unusual. Please be advised that as stated under the "Limits of Liability" #1 section of the Contract, "FNHW's liability is limited to failures due to normal wear and tear during the term of the Contract."
There was no indication by you during your contract term that you were experiencing a failure until you notified FNHW on February 11, 2014, well after the contract expiration. As stated under the "Terms of Coverage" #1 section of your 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."
There was also no indication by you that you were having a failure to your range oven until you notified FNHW on March 24, 2014, well after the recall period from the swo dated February 11, 2014. As stated under the "Terms of Coverage" #4 section of your Contract, "Service work is guaranteed (without an additional service trade call fee) for 30 days on labor and 90 days on parts. The 30/90-day guarantee only applies to malfunctions that are reported to FNHW during the term of this contract. Pest control service work is guaranteed for 30 days from the original date of service."
FNHW considers this claim to be correctly processed under the terms and conditions of the Contract. 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, 2014/04/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The call in 2014 was related to the call made under contract in 2013, the oven DOES NOT work properly and has not since the so called repair, the technician could not say it worked as it was beyond his scope and informed me an LG specialist would need to look at the unit and no one ever called me to schedule this appointment. I have been lied to and completely mistreated as a customer, this is the worst service I have ever experienced in my life and beyond unacceptable. No one at Fidelity wants to help, they want money from customers they never help and I am beyond unhappy with this response
Final Business Response /* (4000, 9, 2014/04/17) */
Fidelity National Home Warranty (FNHW) is in receipt of your rebuttal to our response to your initial letter.
Each claim is processed under the terms and conditions of the warranty and accepted or denied on that basis. FNHW stands by its decision regarding your range oven claim.
As you were advised in the previous letter, there was no indication by you during your contract term that you were experiencing a failure until you notified FNHW on February 11, 2014, well after the contract expiration. As stated under the "Terms of Coverage" #1 section of your 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 will not be responsible for reimbursement of that cost."
There was also no indication by you that you were having a failure to your range oven until you notified FNHW on March 24, 2014, well after the recall period from the service work order dated February 11, 2014. As stated under the "Terms of Coverage" #4 section of your Contract, "Service work is guaranteed (without an additional service trade call fee) for 30 days on labor and 90 days on parts. The 30/90-day guarantee only applies to malfunctions that are reported to FNHW during the term of this contract. Pest control service work is guaranteed for 30 days from the original date of service."
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,
Customer Care Department
Fidelity National Home Warranty
Final Consumer Response /* (4200, 11, 2014/04/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My response was within 90 days and you are doing everything you can to attempt to avoid taking responsibility instead of trying to fix a problem and provide decent customer service which is why this is still unsatisfactory, fidelity is a HORRIBLE company to do business with and you need to stand by your work and hold ownership.

Every time I called to file a claim I got horrible attitude from employees and supervisors do not get this product

Initial Business Response /* (1000, 5, 2015/02/06) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on January 22, 2015. 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. Please be advised that your claim is still currently under review and once a resolution is available, a representative from our Company will contact you as soon as possible.
Should you have any additional questions or concerns do not hesitate to contact us.

Sincerely,

Customer Care Department
Fidelity National Home Warranty
Initial Consumer Rebuttal /* (4200, 10, 2015/02/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I think we're close. My offer was $465.82 plus the $65 service fee that Fidelity did not earn. Fidelity countered at $465.82 plus an exhaustive settlement agreement and release.
I am willing to sign such a release, with minor edits, but I need the full amount of my settlement offer: $465.82 plus $65.00.
The only material minor edit is found at Paragraph "Q" of the Agreement drafted by Fidelity: "Pursuant to CCP sec. 664.6, the parties agree that the court [redacted] retain jurisdiction over the matter until all terms until all terms of the settlement have been performed."
To the best of my knowledge, there is no pending litigation between Fidelity and myself, rendering this paragraph nonsensical.
With those revisions and modifications, I will agree to resolve this.

We needed two AC repairs within the year of our warranty. Both times, Fidelity sent the same incredibly unprofessional, inept AC company to perform the work. We were required to pay a service fee to a company that did nothing but cause problems. When we complained to Fidelity, our concerns were not taken seriously. Looking up Revdex.com complaints indicates that Fidelity contracts with this company ([redacted]) as a way of not paying legitimate claims when [redacted] submits false reports denying a warranty-covered problem. It is bad business at best, and a scam at worst.

I have had fidelity for 3 years. This morning I woke up to an act unit not working. [redacted] the person answering there phone is not a professional at all. Horrible customer service. Why even bother answering the phone. We are having excessive heat warning in Vegas today and he was like ah well deal with it. So I have called a tech my self as they are such a great company whe. They take your money and don't want to service your under an emergency. Once again they should just not even answer the phone. I guess it's ok to leave your contracted customers high and dry!!!!! Thanks for nothing!! And for [redacted] he is as low as they go!