Fidelity National Home Warranty

Initial Business Response / [redacted] (1000, 5, 2015/12/29) */ Your concerns are important to our Company; I appreciate the opportunity to respondThe Company has reviewed your claim of December 10, Our records show that your contract term began on December 4, 2015, and on December 10, you placed a claim for service of your dishwasherThe Company was advised by the technician with Osborne Appliance Corpthe dishwasher pump motor was stuckBased on this information, it is the opinion of the Company the dishwasher could not have been in good, safe working order at the start of the contract termSubsequently, the claim was denied Please be advised that as stated under the Terms of Coverage #section of the Contract; "Covered systems and/or appliances must be in good, safe working order at the start of contract coverageUnknown 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 applianceKnown 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." Thank you for your business, we look forward to a continued service relationship with youShould you have any additional questions or concerns do not hesitate to contact us Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Buyer clearly stated didn't know dishwasher was not workingThis is exactly the what's in the contract being pasted by them above "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" They never apologize for the extra long waiting time for initial service check, which is against their policyThey never apologize for the rude behavior that the repair department hanged up the phone on customer Final Business Response / [redacted] (4000, 9, 2016/01/22) */ 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 Again, please refer to Terms of Coverage #contained in the Home Warranty, which states as follows: "Covered systems and/or appliances must be in good, safe working order at the start of contract coverageUnknown 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 applianceKnown defects of covered items found at the time of a home inspection report are excluded from coverage until proof of repair is received by FNHW." The failure of the dishwasher pump motor was readily apparent at the start of the contract coverage which began days prior to the initiation of your service requestFNHW considers this claim to be correctly processed under the terms and conditions of the Home Warranty ContractShould you have any additional questions or concerns do not hesitate to contact us Final Consumer Response / [redacted] (4200, 11, 2016/01/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) This complaint is about the Customer Service, as I stated very clear at the beginningThe apology (only made in 2nd reply) was not sincere at all, after I mentioned the terrible experience again and again The business clearly still doesn't understand the particular case, and didn't even try to helpWhat they said in 2nd response "the contract coverage which began days *prior to [redacted] the initiation of your service request" has a mistypeThe fact is "the contract coverage which began days *after [redacted] the initiation of your service request" Apparently, they never tried to help solve the particular case

Initial Business Response / [redacted] (1000, 5, 2014/06/16) */ This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on June 10, 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 basisPlease use this letter as confirmation that your claim has been further reviewed in regard to the removable drawers for your refrigerator and is denied as per the "Kitchen Refrigerator" provision of your Contract, which states: "Any removable component which does not affect the primary function is not covered." A letter of denial will arrive under a separate cover 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, 2014/06/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) The "Kitchen Refrigerator" provision which states: "Any removable component which does not affect the primary function is not covered." does not apply to this case due to: The drawers are not the damaged part The damaged part is the fixed frame inside the fridge which holds the drawers so it is not a removable part The damage affects the primary function of the Refrigerator Final Business Response / [redacted] (4000, 9, 2014/06/25) */ Fidelity National Home Warranty (FNHW) is in receipt of your rebuttal letter to the Revdex.com Upon complete review of your correspondence, FNHW stands by its decision regarding the denial of your refrigerator claimThe technician found two removable drawers for the refrigerator were broken and needed to be replaced; however, these drawers do not affect the primary function of the refrigeratorPlease review your Contract terms specifically in regard to removable components under the "Kitchen Refrigerator" provision of the Contract which reads: "any removable component which does not affect the primary function is not covered." 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 / [redacted] (4200, 11, 2014/06/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is simply not correct As I explained before, the problem is in the fixed frames that hold the drawersThese are not removable componentsAnd they affect primary function of the refrigerator FNHW sent unqualified contractors and encourages them to avoid making any expensive repairsBy doing so, FNHW avoids paying for the repairs and homeowners have to hire the same contractor to fix the problem and pay them out of pocketThis is not what the contract I have with FNHW promised

We just bought a home and got home warranty.I am very disappointed with these company they do not help you at all they hire companies they are not creadicrable at all the reason I said these I have a electrician come to my house I paid him in cash and ask for the receive never got it back and call fidelity and let them know they did leasen at all I still responsible to pay and according to them they fire the electrician and his company but I still have to pay again what kind of company those this and also for people trying to get fidelity be careful because when you get contracts if you don't like their work they don't refund back and plus you end paying more and plus every time you need a service you have to pay $when you call and pay again when they come to do work and if doesn't get done you pay again these is not work it is better to hire some directly then having these company to do it for you they are ripoff.I will not recommend these company again I never complain or write reviews but these company is not what they sale to you I very disappointed

Initial Business Response / [redacted] (1000, 5, 2014/03/06) */ This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on February 28, Your concerns are important to our Company; I appreciate the opportunity to respond Please accept our apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW 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 basisI understand that you are disputing the coverage decision regarding your recent plumbing servicesOur records indicate a service technician was at your property on February 26, due to a complaint there was not enough hot water coming out of the hall bathroom shower valveUpon further examination, the technician found no mechanical failures to the shower valve; therefore nothing for FNHW to addressPlease be advised that as stated under the "Limits of Liability" #section of the Contract, "FNHW's liability is limited to failures due to wear and tear during the term of the Contract." As a gesture of customer service, the service fee in conjunction with this work order has been waived Should you have any additional questions or concerns do not hesitate to contact us Sincerely, Customer Care Department Fidelity National Home Warranty Final Consumer Response / [redacted] (4200, 11, 2014/03/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have nothing to say at this timeYou have not returned my $and I have inquired with the Insurance Commissioner Final Business Response / [redacted] (4000, 9, 2014/03/13) */ Fidelity National Home Warranty (FNHW) is in receipt of your rebuttal to our response to your initial letter On behalf of FNHW I would like to sincerely apologize for the inconvenience this situation has caused you and your family I understand that you are not satisfied with the service you have received and disagree with the final analysis of the failureYou may submit your own second opinion for reviewAs stated under the "Limits of Liability" #section of the Contract, The contract holder may order their own second opinion, but shall be responsible for the cost of said opinionHowever, should the diagnosis be the same as our vendor; as each claim is processed under the terms and conditions of the warranty and accepted or denied on that basis, the coverage decision would remain Should you have any additional questions or concerns do not hesitate to contact us Sincerely, Customer Care Department

Initial Business Response / [redacted] (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 companyFNHW 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, 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 $for the cooling unit you obtainedPlease 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 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 Business Response / [redacted] (1000, 5, 2015/09/09) */ We are certainly sorry to hear of this homeowner's concerns and we have conducted a detailed review of her file to evaluate all of the items that she has mentionedIt is important to remember in this review that BPG did not cause the failure to her A/C system and that we are bound by the terms of the warranty contract (and the [redacted] Real Estate Comission) to execute the terms of the contract as they are written The claim was called in to BPG on 7/@ 8:26pm (GA time) and was dispatched to a local, licensed, independent technician from Extreme ComfortA quick check of the [redacted] Department of Licensing and Regulation shows that they remain an actively licensed A/C contractor On 7/24, we heard this story about the claim being "automatically denied"We immediately explained to the homeowner, their agent & our local sales executive that we had not received any report from Extreme Comfort and that no decision can ever be made without a review by BPG's authorization teamWe understood the homeowner was bringing in a 2nd opinion and we explained to her on 7/that if she wanted us to review their findings we certainly could; but not after the repairs were done On 7/27, we finally received the report from the technician that the TXV valve (thermostatic expansion valve) was bad and would need to be replacedThis was authorized immediately at a cost to BPG of $When the technician went to replace the TXV on 7/they found that the homeowner had already replaced her entire system Since that time, we've learned that the homeowners technician diagnosed "bad/stuck compressor valves" and made the decision to replace the whole condenser unit at a cost of $2, [redacted] instead of repairing the valves The warranty contract clearly reads under "how to obtain service" in bold, capitalized lettering; "BPG DOES NOT REIMBURSE OR PAY FOR REPAIRS MADE WITHOUT PRIOR APPROVAL"The contract then gives specific instructions on how the homeowner can use their own technician and still have it covered by the warrantyUnfortunately, those instructions were not followed in this case The warranty contract also explains under the "limitations on liability" section and under "repair or replacement" that, "BPG solely [redacted] decide what repairs or replacements [redacted] be performed It's regrettable that the homeowner elected to replace the system without consulting BPG as that decision rendered her claim non-covered by her home warranty policyThe fact that both technicians reported the bad valves demonstrates that this likely would have been a covered repair had they worked within the terms of the policyFor that reason, our sales executive worked with our authorizations team to ensure that a check would be offered to the homeowner in the amount of $as a goodwill gesture on this claimWe [redacted] not be able to reimburse her for the cost of her A/C replacement as independent technicians did provide a repair solution as opposed to a replacement solution Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) This is a case that is arguing over BPG's responsibility to send out well-versed and knowledgeable contractors in regard to the home warranty processThe fact that my statement was claimed to be a "story", is erroneous and falseWhen I was told that my air conditioning unit was not covered (by Extreme Comfort technician), a phone call to [redacted] was madeIt was at this point, that she clarified that they (Extreme Comfort) were "not supposed to do that," and that "they (Extreme Comfort) would have no way in knowing what is covered or not." BPG Home Warranty hired contractors who are unknowledgeable and recommended services that totaled There also was NEVER any talk of a dollar covered fixAs a paying customer, BPG 's contractors were confused, and slow to send the necessary paper work for approvalBecause of the confusion, it took a long days to get any type of approvalAgain, this was in July in [redacted] when temperatures were well over degrees during a time in which I had my 89-year-old grandfather visitingBPG is negligent in providing the best service for their customers In reference to the contractors that were hired, the fact that they are licensed in the state of [redacted] doesn't take away from the fact that Extreme Comfort was more than happy to come to the quick conclusion that the air conditioner was "not covered"For them this was a potential business opportunity and began the process of addressing financing so they could begin work for their own profit When I spoke on the phone to [redacted] on 9/4, she stated that a $courtesy reimbursement would be grantedThe amount is reflective of a $dollar minus a total of $This amount was deducted because it was claimed that the $service fee was not paid to Extreme ComfortI have the statement of the cashed check (# ***) of $written to Extreme Comfort and was cashed on 7/29/I would be happy to produce this proofWhen it comes to facts, BPG just cannot keep them straightThis just serves as an example of how disorganized this business is

FIDELITY is defrauding their customers and I am preparing a class action ; they are in business with small companies that themselves have horrible customers reviews to go to people and assess issues ; then finding all kind of excuses why not to cover people and by then declining customers claims - There are afew claims involved but I put in this doc as that's the only option you haveFIDELITY has refused to send me details of all my claims and the refusal reasons for them, they are giving my 9months pregnant wife and I our "run around"It's freezing here and this started by HVAC that FIDELoriginally accepted to cover and then told me "here a check" of $to cover wholes in duct conduit??? NO One in this town is going to come here to fix this for this kind of money and FIDELknows it that's why after accepting to send someone for repair they finally retracted and told me a check is the only option ; why would they first accept to repair then ; they said do you want a check or us to come repair the duct and I said repairIt's hard to bring every single claims details but lets go with the last ones ; I have leaks in bathroom that will be fixed tomorrow by a company after FIDELsent someone twice and finally refused to comeback by ignoring me when I call (or do a request on their website) since it's still leakingMy counter top [redacted] was originally approved for repair and [redacted] appliances did start ordering the parts supposedly but FIDELdecided to send another company for second opinion and it got denied which is always the case after their second opinion comeFIDELis defrauding California consumers and this document will be part of a possible class action against' this companyIt is obvious that there are underlying agreement with their partners that come to people's house in how issues are assessedA few month ago their HVAC company came and was ok to repair then they send a second opinion which denied so I asked for an independent review and 3rd company came and agreed with the other one but FIDEL refused to co-operate even though they agreed for me to ask independent company so this is a verbal agreement breach - I have multiple unfixed issues in my house like HVAC, stove countertop, leaks, and plumbery issue with [redacted] fridge and joint issues with [redacted] Fridge as wellFIDELITY through [redacted] from authorization deptoriginally agreed to repair then someone or herself decided not to and when I confronted her on the phone I told her I will record the conversation next time and she said I could not without her consent in California so I told her that I will let her know first and she said in my face "I will just refuse to be recorded so you won't be able to use this in court" Whoooaa !!! [redacted] peopleFidelity deserve it's butt to be kicked seriouslyRight now they ignore my requests to fix leaks that I paid for to FIDELITY on their invoice [redacted] issue they accepted to fix and again second opinion came to the house and again it got denied the excuse this time was that I got wood panels too heavy on my fridge so it prematurely damaged joints so they don't cover this ; no actually this [redacted] is super old and all joints are cracked because of its age as wood on the door aren't these fancy heavy oak you see sometimes but light sheetThey just find any kind of possible excuse to refuse me serviceNow my policy ended recently and since they know we have been in fights they knew I will not renew nonetheless the issues mentioned started while policy was still active which is another breach of contractI am ready to go public with the media regarding this scams from this multinational ; I warned FIDELITY and they laugh at my face every time I tell themI told [redacted] and the supervisors from the authorization deptthat since they accepted the repairs and cheated me out afterwards they were going to be sorry I wasn't going to let this go, it's a question of principles and they are defrauding millions of customers it's time we stand up for ourselves! For my [redacted] plumbery issue I found out [redacted] appliances wasn't licensed to work on [redacted] so I told FIDELITY to send someone else (but in the mean time found out they didn't had licensed people for [redacted] so I said fine, send him) but I still wanted the stove to be fixed since [redacted] did order the parts and then they told me [redacted] didn't wanted to come so they were sending another opinion for the stove and you know the answer got denied tooNow I don't even know if [redacted] didn't wanted to come back or FIDELITY said this all I know is that I paid 3or times $and they play with appliance and it works for couple months and break againMy fridge isn't making ice properly because of plumbing issue and FIDELITY doesn't want to cover me the UN official reason is that they are afraid to break a thin pipe and cause lots of water damages so they left me stuck !!! Either you cover people or you don't and co

Initial Business Response / [redacted] (1000, 5, 2014/11/20) */ This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on November 19, Your concerns are important to our Company; I appreciate the opportunity to respond I would like to apologize on behalf of FNHW for the inconvenience you felt as a customer of our CompanyFNHW 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 homeBy taking the time to bring this issue to our attention, you have given me the opportunity to consider what we can do to prevent similar situations from occurring again We additionally keep these same thoughts in mind when selecting the companies with whom we work closely withRest assured your concerns were forwarded to our Vendors Relations Department manager to discuss directly with the company's ownerFNHW monitors all vendors for quality to ensure the utmost service is being provided to you Each claim is processed under the terms and conditions of the warranty Contract and accepted or denied on that basisOur records show the receiver to your master bedroom ceiling fan failed and needed to be repairedWe understand that as of November 19, 2014, our records show this has been completed 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, [redacted] Department Fidelity National Home Warranty

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

The worst experience everHaving a issue with Gas RangeThey cut the service fee and the person didn't show till daysAfter 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 orderedAfter coming after a week he is telling oh panels are missing and he cannot replace as this he cannot DoThis is the work order and every time this guys are tell this is not there or that is not there and puts blame on the customerNow the manufacturer is no longer having that parts so they told as you are not getting that parts we cannot replace your burnerThe 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 ridiculousIt better to switch to some other home warrantyHopefully other home warranty are not this rude and they know there things good

I had an extremely negative experience with Fidelity National Home Warranty [redacted] to see all the other negative reviewsThere is no recourse once you give them your money except contacting your agent and their company to ask them not to refer a company that makes you use their choice of a repair man-- who can't or refuses to see a leak They know busy buyers will not read reams of fine print and the consumer pays for it My local Consumer Watch association will be following up wtih themThey have unbelievable long hold times and unprofessional customer service people that refuse all reason Please investigate all the complaints

Initial Business Response / [redacted] (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 modifiedThis is not due to compatibility; but, solely due to the size restriction within the closet in which the components are installedThere 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 / [redacted] (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 modifiedThis was NOT explicitly said in any document or communicationThey 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 closetA coil for a Ton unit is about inches height, and never taller than inchesOn top of the furnace I have inches clearanceThey never presented the specifications of the equipment they intent to install on my homeI require to know full specifications of the equipment they intent to install in my homeThe 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 upgradeHence, I am not satisfied with their answer Final Consumer Response / [redacted] (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 / [redacted] (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 / [redacted] (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 panAs 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, 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 FNHWYou 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 plumberOur records show that the You reported to FNHW that the air conditioning unit was leakingThe 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 presentThe slope of the line was not allowing proper drainageFNHW 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 coilHe cleaned the line and reconnected it to the coilThis technician confirmed that both air conditioning units in the home did not have a secondary drain pan in place Per FNHW Limits of Liability #"FNHW's liability is limited to failures due to wear and tear during the term of the contract." The secondary drain pans are missingFNHW 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 #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 customersEach claim is processed under the terms and conditions of the warranty and accepted or denied on that basisIt is our hope that this helps you in understanding the Contract's termsOur records show that FNHW was able to assist you in your Contract term with repairs to both the pool heater and the filter

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 customersUpon further review of your claim information, the Company has authorized the repair of the leak from the pool/spa pump as a gesture of customer serviceIn addition, the Company has requested that the technician complete diagnosis on the spa check valve and repair any covered failure that may be found with itWe 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

Initial Business Response / [redacted] (1000, 5, 2015/01/22) */ This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on January 7, 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 Each claim is processed under the terms and conditions of the warranty contract and accepted or denied on that basisOur records show our office has attempted to contact you regarding your claimIn attempt to resolve, FNHW has dispatched a service work order with no service fee charge to you for a technician to make a complete evaluation of your air conditioning systemAt your earliest convenience, we ask that you please contact the technician to set up an appointment Should you have any additional questions or concerns do not hesitate to contact us Sincerely, Customer Care Department Fidelity National Home Warranty

Initial Business Response / [redacted] (1000, 5, 2016/02/11) */ 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 wish to cancel your contract which came into effect on October 17, Our records show the Company explained to you the process through which you may request cancellation of your contractPlease refer to the Limits of Liability #section of the contract which states in relevant part; "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 any service costs incurred by FNHWA 10% monthly penalty shall be added to refunds not paid or credited within days after the return of this contract to FNHW." Should you wish to proceed with cancellation of your contract you may submit your written request, signed by all legal owners of the property, to the Company's Inbound Sales Department for review and further processing Should you have any additional questions or concerns do not hesitate to contact us Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) If I was willing to give money to this company for being lied to I would have submitted a cancellation request as they askedNo amount of explanation is sufficient to warrant receiving funds for this type of sales practiceI am not willing to settle for paying for the privilege of being lied to during the sales processThe correct response from this company would be to apologize, correct their sales process and refund their ill-gotten gainsI suspect that I am not the only consumer that has been treated this way by this customerThis company needs to understand about fair sales practices and abide by themI do not accept their offer of no offer Final Business Response / [redacted] (4000, 9, 2016/02/23) */ Each claim is processed under the terms and conditions of the warranty contract and accepted or denied on that basisOur records show that you reported a pressure regulator was missing from the gas supply line which services your pool/spa heaterThe Company understands that you contend this condition is an improper previous repair and that it should fall under the Comprehensive Option coverage section of the contractConversely, the Company constitutes this condition as a missing part which is not covered pursuant to the Limits of Liability #section of the contractFor your reference, this coverage section states: "FNHW is not responsible for repairs or replacement due to misuse or abuse, disassembled or missing parts." The Company considers this matter to be correctly processed under the terms and conditions of the ContractShould you have any additional questions or concerns do not hesitate to contact us Final Consumer Response / [redacted] (4200, 11, 2016/02/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) As expected, the provided interpretation is not correct, nor does it cover the point of contentionThe Warranty I had originally covered major equipment (and we paid extra to include the above ground pool equipment)for failure to operate as designed by cause of improper installationI was told that the terms of the original warranty were the same as the new company had purchased to previous companyOnly when I tried to file a claim, I was told that items that had been repaired previously (rollout switch replaced) were not eligible to be repaired again under the new warrantyI was also informed that it was not covered at all as the real issue was that a pressure valve is required and was not installed, and the new warranty does not cover anything installed incorrectlyA completely different story from "service" than from "sales"According to "sales" these are coveredAccording to "service" almost nothing in the home is covered as it is easy to say it was a manufacture defect, use issue, installation issue, This is the backbone of this complaintCompanies should not be able to sell consumers a product and then fail to deliver, periodTwo different departments in the same Company can play games all day long, interpreting the words in the agreement as it best suits their purpose and needsMany Companies do not do this and provide the service as promisedSome companies doIt is beginning to be very clear that this company is the latterIt is not enough for buyer beware, but rather, buyer - get a lawyer and rewrite the service agreement to remove the "wiggle room" that [redacted] interpreted loosely by need/want I am trying to handle this using the Revdex.com's servicesHowever, it appears that this company is not going to own up to it's practices and do the right thingThis is unfortunateI can only hope that other consumers learn about these business practices before they give away their hard earned money

Initial Business Response / [redacted] (1000, 5, 2014/03/06) */ This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on March 5, Your concerns are important to our Company; I appreciate the opportunity to respond I would first like to begin by apologizing 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 Each claim is processed under the terms and conditions of the contract and accepted or denied on that basisI understand you were disputing the service trade call fee of $since the work was not covered under the warrantyPlease note that as stated under "Terms of Coverage" #of your Contract, "There is a $service call fee due for each trade call, or actual cost of service, whichever is less, paid to the independent service contractor at the time of serviceFor example, if a contract holder needs both a plumber and an appliance technician, each will require a separate service trade call feeFailure to pay the service trade call fee will result in suspension of coverage until such time as the proper fee is paidUpon receipt of that payment, coverage will be reinstated for the remainder of the contract termService requests must be received prior to the expiration of the contract term." However, since we appreciate your business and look forward to a continued service relationship with you, as a gesture of customer service, FNHW has waived the service fee 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 Sincerely, [redacted] Department Fidelity National Home Warranty Final Consumer Response / [redacted] (2000, 7, 2014/03/07) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Well been a customer for well over years They service call have be good, used them years back responded well fixed unit now problem next day Just had a failure in my AC unitout and it took them hour to place a service call to an AC company Followed up by them using an over booked company that could not help me for days in this heat Well, I'm sick from heat and my animals are struggling Worst part is all I'm get is negative attitudes from customer service and I still haven't see a techOh yeah I'm the one dealing with the AC company on schedule and Fidelity has given me absolutely no positive responses or accelerated help in dealing with this matter This company has lost all my respect and will be losing my business and I wont keep this to myself at all

Initial Business Response / [redacted] (1000, 6, 2015/10/12) */ 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 FNHW has processed two cash in lieu checks in the amounts of $and $on September 30, and October 1, 2015, respectivelyThese checks should arrive within 7-business days of the respective process dates 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 Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/10/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) fidelity paid the agreed upon amountthe checks have arrived

Initial Business Response / [redacted] (1000, 8, 2015/08/17) */ Fidelity National Home Warranty (FNHW)operates with the best of intentions and deepest respect for all of our customersWhen you FNHW you have every reason to expect quality customer serviceClearly that did not happen from what you describe, and I regret that you treated rudely by one of our service representativesI have forwarded you letter to the manager to address with the service representative directlyPlease accept my apologies on behalf of FNHW Our records show that there was a water leak through the ceiling of your living roomFNHW dispatched a local plumber in your area who advised that he needed to access through the sheet rock in the ceilingThe records show that you were advised by our representative of the closing to a rough patch finish as per the Pluming System and Stoppages coverage description of your contract"Limits: The access, diagnosis and repair of concrete-encased or inaccessible plumbing lines is limited to $1,aggregate per contract termFNHW [redacted] provide access through unobstructed walls, ceilings, floors, concrete slabs and the like, and [redacted] return all openings made for access to a rough finish only, subject to the $1,limit indicatedFNHW is not responsible for trim, texture, paint, wallpaper, tile, carpet, or the like." Our records confirm that the dispatched plumbing company does not do sheet rock repairs, and that there was no one available in your area to close the approximate one foot by one foot opening of the sheet rock in the ceiling through FNHW; therefore, FNHW provided $cash in lieu for closing the sheet rock to a rough patch pursuant to the contracts Limits of Liability #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." The records show the cash in lieu check was mailed on or about August 5, As a gesture of customer service FNHW is refunding the $service fee you paidThis check [redacted] arrive under separate cover within 10-business days We hope that the value of this home warranty coverage [redacted] be beneficial and convenient to you as FNHW aims to provide the highest levels of serviceShould 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