Fidelity National Home Warranty

Initial Business Response / [redacted] (1000, 5, 2014/06/11) */ This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on June 3, Your concerns are important to our Company; I appreciate the opportunity to respond Please be advised that in times of high heat, FNHW makes every effort to locate the soonest service appointment to you, our customerOn behalf of FNHW I would like to sincerely apologize for the inconvenience this situation has caused you and your family and for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers Our records indicate that all repairs which include- a compressor replacement for your west side unit and a capacitor and blower replacement for your east side unit have been completed and you are currently with cool airShould 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 / [redacted] (2000, 9, 2014/06/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their response is accurate as presented however it was a battle to get it doneAfter lengthy research on the Internet, I was able in locate a president of the company and phoned him at his homeIt was because of HIS intervention, on Sunday, at his home, that brought action The staff was not helpful coupled with lacking mannersThey could not tell us if someone had been called nor could they tell us how many authorized contractors they had in our area Finally, after much insistence, they said they had contractors but could not tell us if even one had been contactedTheir stock response was, "We're working on it"Their comments and their tone relayed to us that we were an annoyance We reported the problem to them late afternoon/early eveningI went to Sams and bought a fan just to move air aboutWe were advised that they would have someone come out the next dayThe next day came and mid morning not a word from themThat is when we started our fruitless calls to them I asked where their corporate office was, the only answer was CaliforniaNot once would they give us this informationI asked for the phone number for the corporate office, again they would not correctly respond Our success is not attributed to the "customer service representative", our success is because of the Internet and the information available The public needs to be aware that rude customer service and be prepared to deal with it Fidelity is a huge company with many MANY divisions but we paid for a service and expect FIDELITY to deliver and in a timely fashion

Initial Business Response / [redacted] (1000, 5, 2015/06/29) */ We have reviewed this homeowner's concerns and we are sorry to see that this matter has now been lingering for several weeksAs his detailed complaint attests; we have been actively working with the homeowner to identify the failure to the dishwasher so that coverage can be afforded under the home warranty policyAs he describes; three separate licensed technician's have investigated this claimAll of the technician's continue to report that there is no mechanical failure at the property This is important because this claim is subject to the home warranty policyThe warranty explains that; "COMPANY [redacted] repair or replace the covered systems, components and appliances that fail due to wear and tear that occurs during the contract term." The dishwasher is a covered systemIn the "Kitchen Appliances" section of the contract, it explains that we cover parts and components that affect the operation of the dishwasher As there is no mechanical failure and no part or component that has been identified as in need of repair or replacement there is nothing that BPG can do to address a functional dishwasherMoreover, the "hard water" and calcium buithat is being described by the most recent technician is specifically listed in the warranty policy as being non-coveredThe "diminution of efficiency" (i.ethe dishwasher is not cleaning as well as it used to) is also not covered by the warranty While we appreciate the frustration that this causes to the homeowner; without a licensed technician's report of a specific failure we have no way to cover this componentWe would be happy to review another opinion if the homeowner would like to bring in a 4th contractor; but with opinions already on file we are satisfied that this unit has been thoroughly investigated 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] Los [redacted] CA XXXXX Phone XXX-XXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Good to hear back from Fidelity Home Warranty though disappointing to read that they consider a dishwasher that does not clean the dishes, glasses, and silverware as "functional"While it is true the dishwasher turns on, sloshes the water about, and turns off, it is far from functional as the dishes come out of the machine with food particles still on them, the glasses with a white film residue, and the silverware barely cleaner than before the dishwasher went through its cycles It is additionally disappointing to read that they are now claiming calcium buias a reason they [redacted] not honor the terms of our home warranty contract to replace the dishwasher even though none of the three licensed technicians reported calcium buinor is there any evidence of this in the machine While Fidelity may be " satisfied that the unit has been thoroughly investigated", we continue to be plagued with dirty dishes from every dishwasher loadThat is, clearly not a properly operating dishwasher from any rational person's viewpointThis is not "diminution of efficiency" as Fidelity states but operating failure For Fidelity to state, "there is nothing that BPG can do ." is remarkable in its corporate sided avoidance of the simple solution of replacing the non-working machine As we have been asked by the Revdex.com to provide a middle ground offer to settle this matter, we would consider the refund of the $that we paid for the home warranty as a reasonable solution (we would absorb the $trade call fee as a sign of reasonableness even though a new replacement stainless steel LG dishwasher [redacted] cost us considerably more than $465)Upon receipt of that refund we would immediately cancel the Fidelity home warranty contract, not pursue resolution of this matter through other means, and replace the broken dishwasher on our own Final Business Response / [redacted] (4000, 9, 2015/07/07) */ While we appreciate the homeowner's frustrations, all of our decisions are based on the findings of the licensed independent technicians who have evaluated this appliance As a home warranty company; we are a regulated industry and must continue to operate within the confines of the contractIf the homeowners wish to cancel their policy they can certainly do that; however they would only receive a pro-rata refund less a service chargeOnly cancellations made within the first days can be fully refundedAs this policy started last September we are well outside that range 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] St., Los [redacted] CA XXXXX Phone XXX-XXX-XXXX

Initial Business Response / [redacted] (1000, 5, 2015/02/27) */ This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on February 13, 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 indicate a technician was at your property on or about February 7, and found that there were no mechanical failures with your refrigeratorHe advised that due to the condition of the pedestal that the refrigerator sits on, it does not allow for the refrigerator to be properly securedTo correct the pedestal is not covered, as stated in Terms of Coverage #of the Contract, "FNHW covers only those parts, systems and/or appliances specifically mentioned as covered and excludes all others." Additionally, the technician found there was a failure with your ovenFNHW determined this failure could not have occurred within the coverage period and therefore is not coveredAs stated in Terms of Coverage #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 homeowner, tenant, 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." It is our 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 Consumer Rebuttal / [redacted] (3000, 7, 2015/03/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) A copy of your answer went to my attorney, and he [redacted] take it from here Final Business Response / [redacted] (4000, 9, 2015/03/17) */ Fidelity National Home Warranty (FNHW) is in receipt of your rebuttal letter to the Revdex.com FNHW processes all claims according the terms and conditions of your warranty ContractUpon further review of your complaint, FNHW stands by its decision regarding the denial of your oven claimPlease review your Contract terms specifically in regard to known defects of coverage items located under Terms of Coverage #which reads: "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." Additionally, FNHW stands by its decision regarding the denial of your refrigeratorThere were no mechanical failures with your refrigeratorThe technician advised that due to the condition of the pedestal that the refrigerator sits on, it does not allow for the refrigerator to be properly securedAs stated under Terms of Coverage #8, "This contract covers only those parts, systems and/or appliances specifically mentioned as covered and excludes all others." Pedastals are not specifically mentioned as covered FNHW considers this claim to be correctly processed under the terms and conditions of the Contract Sincerely, [redacted] Department Fidelity National Home Warranty Final Consumer Response / [redacted] (4200, 11, 2015/03/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I opened another service order for my AC, and a technician came and fix it right awayThank you for that The fridge- you have a point, and I except itBut, when I called to open a service call for the fridge, and described in detail the issue, you could have said that it's not covered- you charged me $for a service call instead The inspection shows no evidence of oven failed, and the part needs to be replaced Plumber came to another service call, and "his opinion" was that the leak in the shower is pre existing conditionIn the meantime- the handle of that shower faucet left in my handNo evidence of that leak nor broken faucet in the inspection report as well I'd gladly share the entire inspection report

Initial Business Response / [redacted] (1000, 5, 2014/10/06) */ This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on September 26, Your concerns are important to our Company; I appreciate the opportunity to respond Please accept my sincere apologies for the manner in which you felt you were treated as a customer of our Company and for any inconveniences that you and your tenant have experienced during this claim processFNHW operates with the best of intentions and deepest respect for all of our customers Each claim is processed under the terms and conditions of the warranty Contract and accepted or denied on that basisYou may use this letter as confirmation that FNHW has authorized replacement of your evaporative coilPlease note that there are additional costs to you for the plenum and condensate modifications needed to replace your evaporative coilAs stated in Limits of Liability #of the Contract, "FNHW is not responsible for the cost of modifications necessary to repair or replace a covered system or appliance, including but not limited to pipe runs, flues, ductwork, structures, electrical, or other modifications." A letter regarding these non-covered charges [redacted] arrive to you under a separate cover Our records show that the evaporative coil replacement has been completed as of October 2, and your tenant is now with cool airShould 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 youThank you for your business, we look forward to a continued service relationship with you Sincerely, [redacted] Department Fidelity National Home Warranty Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/10/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) I continue to be disappointed that it took such an extended period of time and so many phone calls to the Fidelity and Royal Services to get the issue resolved

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 coveredit 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 furtheri strongly suggest people not to choose fidelity for their warranty needs

We purchased our home in September 2015, the seller chose FidelityThe first time we used the service was Tuesday April 19th after 4:30PM was when I placed my first call, I felt assured the first representative handled my call well and assured me broken water heaters are taken seriously and completed ASAPIn the end VARIOUS calls and NON URGENCY by the rest of the customer services reps, authorization department AND Service Provider (Practical Plumbing & Rooter [redacted] )The service provider was unable to replace our water heater until Monday April 25th! We had been displaced for a week and your company expected us to be displaced additional time without recompenseAdditionally "YOUR ONLY" available service provider expected me to pay an additional $to get our water heater up to codeMy last call Thursday April to obtain a solution was to receive a payout of $within 7-10daysImmediately, I found a pluming company (A & A Plumbing & Rooter Service)) that was able to complete the entire service and provide all service to get water heater up to code for $1150.00… Your service provider ( [redacted] ) and Fidelity are gouging and manipulating your customers! In the end you DID NOT PROVIDE SERVICEYou are an inadequate company that does not have a sense of urgency and allows their service provider to take advantage of their supposed customersI have informed our realtor network to never use Fidelity

Initial Business Response / [redacted] (1000, 9, 2015/04/07) */ FNHW has determined that the home warranty contract on the property referenced above is not eligible for renewalFNHW reserves the right to determine renewal eligibility which is outlined the contract under Limits of Liability #12: "This contract may be continually renewed at the sole discretion of FNHW, subject to applicable rates and terms." Our records show that FNHW has provided a listing your claims for this property directly to you as requestedThe National Home Service Contract Association (NHSCA), homeservicecontract.org maybe helpful with assisting you in obtaining a home warranty with another company that services your area Thank you for your business and the opportunity to have provided service to you Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/04/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) As you can see in the letter sent to The Department of Insurance from Fidelity I had a few minor claims, although for some unknown reason Ms [redacted] felt the need to expand on unnecessary details to make it appear as though there were multiple claims The Facts: Contract LXXXXX: Total of actual claims SWO# XXXXXXX X/25/Fidelity dispatched wrong type of technicianI informed the representative at Fidelity that the dishwasher was not draining, they should have known to send an appliance company the first timeNot my fault they had to dispatch a second technician SWO # XXXXXXX X/26/ [redacted] replaced dishwasher fill valve The Facts: Contract EXXXXX For three consecutive terms: (Years) Total of actual claims, in in 2010, & in SWO # XXXXXXX did not replace spring for the garage door correctly so he had to be called back to adjust the garage doorThis should not have been counted as an additional claim SWO# XXXXXXX, why note this if Contract had expired? I had pool coverage with Old Republic in March of I simply called the wrong Home Warranty CompanyOnce again, Ms [redacted] felt the need to expand on unnecessary details to make it appear as though there were multiple claims What would I consider to be a fair resolution? Offer of Renewal at same rate as last paid Is Fidelity National Home Warranty Company required to give more than a day notice for a notice of non renewal? (My contract was not "eligible" for renewal) This link is from the California Department of Insurance: For a Notice of Non Renewal, are Home Warranty Companies required to notify the consumer (contract holder) within a certain number of days prior to the policy expiration? My policy with Fidelity expired on 1/11/(Contract LXXXXX), I received a notice informing my that my contract was not eligible for renewal on 1/5/Not even a one week notice This link is from the California Department of InsuranceFidelity National Home Warranty did not follow these required steps http://www.insurance.ca.gov/0400-news/0100-press-releases/2014/noticeXXX-XX.cfm The initial notice of non renewal did not include any of the items listed in this link, such as the notice of non renewal must be sent at least days prior to the policy expiration, The reason or reasons for non renewal Final Business Response / [redacted] (4000, 13, 2015/04/27) */ FNHW has the highest of standards of conduct and operates with the best of intentions and deepest respect for all of our customersThe factors that determine why a renewal would not be offered for a Contract is proprietary information; however, as previously stated in our letter to you, please note that FNHW takes many factors into consideration toward the end of a contract's term to determine if the Contract is eligible for renewal Final Consumer Response / [redacted] (4200, 15, 2015/04/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) THE BUSINESS DID NOT PROPOSE A RESOLUTION: Fidelity National Home Warranty conducts business in CA, AZ, TX, NV, OR, WA, & CO FNHW operates with the best of intentions and deepest respect for all of our customers- Really? Read on This is exactly the pathetic response I fully anticipated from Fidelity National Home Warranty On April 27, 2015, the business provided the following information: "FNHW has the highest of standards of conduct and operates with the best of intentions and deepest respect for all of our customersThe factors that determine why a renewal would not be offered for a Contract is proprietary information; however, as previously stated in our letter to you, please note that FNHW takes many factors into consideration toward the end of a contract's term to determine if the Contract is eligible for renewal." These two lines consist of nothing more than pointless, meaningless, thoughtless, and disinterested corporate gibberishThe first line of this response can be viewed in several other responses to the many consumer complaints about FNHW on the Revdex.com website While you continue to insist that FNHW takes many factors into consideration toward the end of a contract's term to determine if the Contract is eligible for renewal, you remain silent on exactly what those factors are by withholding any pertinent or substantive information I find it ironic that while you consistently promulgate FNHW has the highest of standards of conduct and operates with the best of intentions and deepest respect for all of our customers, that on January 8, The California Department of Insurance Legal Division (File NoDISP-XXXX-XXXXX) ORDERED that the FIDELITY COMPANIES, and each of them shall Cease and Desist from engaging in activities in violation of the ILLEGAL rebate and inducement provisions of the California Insurance Code and shall comply with the provisions of California Insurance Code XXXXX etseq and XXXXX prohibiting illegal rebate and inducement activities and, IT IS FURTHER ORDERED that the FIDELITY COMPANIES collectively shall pay the amount of one million two hundred fifty thousand dollars ($1,250,000.00) to the California Department of Insurance as a monetary penalty pursuant to California Insurance Code XXXXX; and, IT IS FURTHER ORDERED that the FIDELITY COMPANIES collectively shall pay the amount of one hundred seventy five thousand dollars ($175,000.00) to the California Department of Insurance for reimbursement of attorneys fees and costs pursuant to California Insurance Code XXXXX; and, IT IS FURTHER ORDERED that this Order shall become effective immediately upon the date set forth below Signed by [redacted] Insurance Commissioner by Teresa R Campbell, Assistant Chief Counsel on 1/8/ A copy of Fidelity's Order, Stipulation and Accusation are available to the public I believe your clear lack of transparency with regard to why my Fidelity National Home Warranty was not eligible for renewal is genuinely acting in bad faith on your part So much for operating with the best of intentions and deepest respect for all of your customers! For Release: January 8, Media Calls Only: XXX-XXX-XXXX Insurance Commissioner [redacted] Announces $Million Settlement with Fidelity Companies for Alleged Illegal Rebating Activities Agreement to End Fee Payments to Realtors for using TransactionPoint Software to access orders for Title, Escrow and HOME WARRANTY SACRAMENTO - Insurance Commissioner Dave Jones announced today that the California Department of Insurance (CDI) has reached an agreement with Fidelity National Title Insurance Company, to resolve allegations of illegal rebating activities between and Under the settlement terms, the companies, all affiliates of Fidelity National Financial, Inc., agreed to pay $million in penalties and $175,to CDI for reimbursement of its costs "Illegal rebates by and to those involved in the home purchasing process COMPROMISE THE BEST INTERETS OF THE CONSUMER," said Commissioner Jones"Illegal rebate activities drive up the cost of title insurance, escrow, and HOME WARRANTY POLICIES, which add to the cost of buying a homeI will continue to take aggressive enforcement actions to ensure fair pricing for consumers."

AVOID THIS COMPANY!!! Do not use their "services" whatsoeverMy girlfriend and I purchased a home and the former owner purchased this warranty to cover the furnace, air conditioner, and water heater which range in ageTwo days after moving in the furnace broke downI called the warranty company and got the process going which was made much harder than it should've beenThey required to talk to the technician about repairs which would've been fine had I not been on hold for minutes which the tech couldn't stay for ultimately resulting in a giant waste of time and unneeded frustrationA degree week later with a week old infant in the house I finally got the tech to the house and a person on the phone at the same time which they ultimately denied my claim because the furnace was "old" despite the fact that the contract doesn't say that absolutely anywhereSince I have to replace the furnace and the warranty is suppose to cover it I begin the process of getting transferred for hours to this person or that that couldn't help us but could transfer us to someone who could (they couldn't and transferred us) which was a giant loop of being on hold for an automated menu that literally only gives you options to get someone who can't help you and transfers you to the menuThe furnace aside, the transfer/hold issue is one of the most infuriating processes I've ever been through in my entire adult lifeTo top it off I asked for a refund (another giant loop of transfers) which they then insist on taking out $for "admin fees" which is ridiculous considering I'm not charging them for all the work I missed not is the technician charging them for the 2-hours he was nice enough to waive to get the work through the warrantyThey transferred me again and again until I finally got one person who helped me and made it seem as though everyone else was purely trying to discourage me so I would just go awayOne "supervisor" I got literally talked over me the entire time which led me to tell them I'd review them on Revdex.com and she laughed about it then transferred meLong story short, this company jerked me around for a week to ultimately deny my claim all the while I have a week old infant in a cold houseIf you plan on purchasing a warranty from these people, DONT!!! Just take $out of your account and burn itYou'll get more heat from that then you'll get from them actually fixing your furnace

Initial Business Response / [redacted] (1000, 5, 2015/04/07) */ FNHW dispatched a second opinion pool and spa company to diagnosis the problem with the spaThe technician found the spa overfilled with water by approximately inches from the topHe ran the equipment to test and observed that when the blower comes on the water flowed onto the main power controlBecause 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 tripThe technician has lowered the water to the proper levels and sealed around the control panel to resolve the problem

Initial Business Response / [redacted] (1000, 5, 2015/11/04) */ Please accept my apologies for any inconvenience you may have had in regard to this claimUpon review of your letter and the claim, FNHW has determined coverage for the replacement of the failed ductwork under the terms and conditions of the warrantyAs you know, your Contract's Heating/Air Conditioning/Evaporative Cooler/Ductwork coverage Limits states, "The access, diagnosis, repair or replacement of the ductwork is limited to $1,aggregate per contract term." Our records show the technician with Climatrol Heating & Air Conditioning has scheduled an appointment with you for Monday, November 9, Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) TechnicIan has indeed made an appointment for this coming MondayWork should be completed within hours

Initial Business Response / [redacted] (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, 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 basisAs you are aware, the technician serviced your property on June 30, and found the garbage disposal was jammedHe removed a penny from the unit and retested it for functionAfter 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 disposalThe plastic inside the garbage disposal is not due to wear and tear, therefore; is not coveredYou may refer to your Contract under the "Limits of Liability" #section which states, "FNHW's liability is limited to failures due to wear and tear during the term of the Contract." A letter of denial will arrive under a separate coverFNHW 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 / [redacted] (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 coveredMy garbage disposal worked, and it stopped workingI 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 disposalHe 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 wayThe 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 noiseThe technician listed on the invoice that the home warranty would not replace the disposalIt was his suggestion to replace the disposalHe tells me while he suggests replacing itm the home warranty will not allow it because its not covered because of "wear" but almost anyone that has used a disposal would claim that sometimes things fall into the disposal; iesilverware, jewelry, coins, seeds, shellsTo me, one penny is definitely "normal" and something like that would be expected over the life of its useThis happened by accident and was not malicious or negligent in any wayI 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 / [redacted] (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 claimAs 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 disposalThe plastic inside the garbage disposal is not due to wear and tear, therefore; is not coveredPlease review your contract terms specifically in regard to failures due to wear and tear, located under the "Limits of Liability" #provision which reads: "FNHW's liability is limited to failures due to 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 / [redacted] (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 plasticThe only objects removed were the penny, and few shells from nutsIt was the technician you guys hired that suggested replacementIf your standard if practice is to make things "good enough" I would be very discouraged and disappinted after spending so much as an annual feeOne non food item that falls into a big hole in the sink shouldn't default all your claims to "not wear and tear" however I suspect this is common practice and that many items your company claims to cover, will in fact not be coveredSounds like a scam

Initial Business Response / [redacted] (1000, 5, 2015/06/26) */ We are certainly sorry to hear of this customers concernsOur records confirm that the homeowner called in their A/C claim on the afternoon of Thursday the 18thWe found a technician (Valley Air Systems) who could service this property on Saturday and the claim was dispatchedThe technician visited on Saturday and found that they needed to replace the compressor and condenser fan motorOn Monday the 22nd we received the technician's full reportWe called the homeowners to discuss the findings as well as the non-covered charges As the customer indicates; at this point there was a breakdown in communication and we sincerely apologize for thisWe didn't aggressively follenough on this regardless of when we left messages and the purchase of the new equipment was delayed daysWe understand that they new equipment has now been installed and we offered the homeowner's $to use for temporary cooling (Fans, window units, etc.) or they could use that towards the non-covered costs We appreciate their patience and understanding and are glad that this should now be resolved

Here is my honest opinion of Fidelity National Home Warranty on claims for my new home in the past months The home warranty I was provided isn't worth the paper it was printed on I am so fed up with Fidelity Home Warranty that I wish I could get money back and pay for the repairs myself instead of being frustrated with the lack of help from this utterly useless warrantyBut I didn't pay for the warranty, so the funds would go back to the former owner I will never recommend this company to a friend, I will not rate them highly for their customer service and I will only change my mind when the company acknowledges that I am not the person responsible for the poor quality of the home I bought I was only there months, roots don't grow that quickly I moved into a termite free home, so how did dead termites eat wires to damage to a working oven? Claim 1) I had a main sewer blockage due to roots from a city tree within my property It costs me $for the plumber to come out and say he can't clear it out because it is an older home (1962) and doesn't have the wider ports installed in newer homes for his equipment to work I had to spend $2,to have a plumber do what Fidelity Home Warranty could notClaim 2) My oven, which was working at the time of inspection, failed to heat up The oven was working while we were living in the home in the past months Before we moved in, the home was tended for termitesThe $appliance repair team saw dead termites and said that the repair wasn't covered So I don't have an oven now The house only came with appliances, a stove (ok condition), oven (now broken) and dishwasher (replaced due to rust/corrosion) So Fidelity is getting a killer steal on this home, deny claims and don't worry about my fridge, washer, dryer or dishwasher, they are all brand new under warranty from the manufacture

Initial Business Response / [redacted] (1000, 5, 2014/06/11) */ This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on June 6, Your concerns are important to our Company; I appreciate the opportunity to respond Please accept my apologies for any inconveniences you felt as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers Our records show that your air conditioning claim has been resolvedAs a gesture of customer service, FNHW has processed a check in the amount of $1,on June 10, 2014, FNHW's cost toward your air conditioning compressor replacementThis reimbursement check will arrive under a separate cover within 10-business days from the processed date Should you have any additional questions or concerns do not hesitate to contact us Sincerely, [redacted] Department Fidelity National Home Warranty Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/06/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) First, I need to be clear that I did receive a check from them for $1,This however was a lot less than my out of pocket expense of over $2,to repair the unitIt took them three weeks, speaking to over representatives (most of which never returned my call even when they said they will and finally a call to CEO of the company to resolve my issueClearly a CEO should not be bothered with this kind of detail, but this company is so poorly managed that it needs to be escalatedAfter all this, I only got 1/of what I paidIf they hired a competent contractor in the first place, none of this would have happened At the end of it, I am NOT a satisfied customerThey told me this rarely happens, which I cannot believe is true since I am one person and this happened to me years ago and I went thru the same process and even though they fixed it last time, it took over weeks and with a lot of complainingI do appreciate the Revdex.com for stepping in since if they did not, I don't think this company would have come thru and fulfilled their agreement to provide coverage that I paid for 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 Each claim is processed under the terms and conditions of the warranty contract and accepted or denied on that basisOur records show that on June 10, you spoke to a manager in our Customer Relations department in an attempt to resolve your air conditioning claimYou were then offered reimbursement according to comparable replacement costs of your air conditioning compressorAs stated under the "Limits of Liability" #section of your Contract, "the amount reimbursed or paid as cash in lieu may be less than the retail or actual costs incurred by the contract holder." Please note that the cost to FNHW for the replacement of a 5-ton compressor (largest size) was $845.49, however as a gesture of customer service, $1,was offered and you accepted 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, 2014/06/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I stated earlier, they did pay me the $1,for the repairI am not happy with that amount since as they claim their cost is much less, but after waiting for weeks, I had to take action and hire my own contractor since the temperature was over degreesThe issue with the A/C was simple to repair, but they could not hire a competent company to do the repairI want this case to be shown to others and to their management that it should NOT take weeks and talking to representatives and STILL not have them fix itThis is clearly poor customer service and I should have been reimbursed for my costI don't want this to go back to and forth, but I do wish for Fidelity to address their customer service issue and start hiring competent customer service reps and contractorsNone of this would have happened if they did and I would be a happy customer

Initial Business Response / [redacted] (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, 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 homeUnfortunately, FNHW is unable to honor your request at this timeEach claim is processed under the terms and conditions of the warranty contract and accepted or denied on that basisPlease refer to the "Limits of Liability" #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 companyAs stated in previous letters to you dated February 20, 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 / [redacted] (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 complaintIt 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***, specifically confirmed to me that the repair was covered before I agreed to set up a work orderThe 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 $service fee to complete the repair The company still owes me $for the part that I bought and replaced, and which was their obligation to buy and replaceAs a middle ground, I [redacted] offer to accept a $discount on my next annual premium, which is due before July And I [redacted] pay the discounted premium, in full, whenever the company wants Final Business Response / [redacted] (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 claimPlease review your contract terms specifically in regard to remote management systems located under the "Limits of Liability" #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 / [redacted] (4200, 11, 2014/03/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company did not propose any resolutionI intend to file a claim against them now in San Diego Small Claims Court

Initial Business Response / [redacted] (1000, 5, 2015/12/04) */ 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 customers Please be advised as stated in the "Terms of Coverage" #section of the Contract, "A $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 / [redacted] (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, 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 you spoke to an assistant manager in our Authorizations department on July 16, in attempt to resolve your dishwasher claimWe 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, between 1-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 / [redacted] (1000, 5, 2015/08/21) */ Please accept my apologies for any inconvenience you may have had in regard to this claimFNHW 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 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 insulatedHe 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, evaluated the unit and advised the condenser was dirty which was resulting in high head pressureHe 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 cleaningThe contract holder is responsible for providing routine maintenance and cleaning of covered items as specified by the manufacturer to ensure continued coverage of such itemsFor example, heating and air conditioning systems require periodic cleaning and/or replacement of filters and water heaters require periodic flushing." Should you experience any malfunctions with the air conditioner after the cleaning, please do not hesitate to contact usWe value your business and we look forward to a continued service relationship with you Initial Consumer Rebuttal / [redacted] (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 cleaningYou ignored his recommend repair The Web air also stated corrosion, and only called it minor after you spoke with him over phoneHe 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 / [redacted] (4000, 9, 2015/09/09) */ The technician advised the corrosion should come off with the cleaning of the coilAs 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 / [redacted] (4200, 11, 2015/09/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Your response had not changedThe [redacted] invoice clearly states two problems: the valve and the corroded condenser coilsReplacement was also clearly recommended You have chosen to ignore the recommendationThe 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

Initial Business Response / [redacted] (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, We understand that you are upset regarding the dishwasher replacement options being offered by FNHWYour 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 efficiencyYou may refer to your Contract's "Limits of Liability" #provision which states: "Except as otherwise noted in this contract, replacements [redacted] be of similar features, capacity and efficiency as the item being replacedFNHW 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 basisFNHW 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 usThank you for your business, we look forward to a continued service relationship with you Sincerely, [redacted] Department Fidelity National Home Warranty Initial Consumer Rebuttal / [redacted] (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" # The following features from my current dishwasher are not being met by replacement Bosch options: Touch controls (micro switches) Flip / fold-down tines in upper and lower racks 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 / [redacted] (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 #GSD4910X722AAPer your Contract's Limits of Liability #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 tubThis unit has programs/options, electronic display, Dba-Quietest brand, cutlery tray, adjustable upper rack and fold down tinesThis 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 $as you were previously offeredTo resolve your claim, please contact our Purchasing department at (XXX) XXX-XXXX and select Option #This is our final offer; FNHW has no further comment regarding this matter Sincerely, [redacted] Department Fidelity National Home Warranty Final Consumer Response / [redacted] (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 feature shortcomings compared to earlier modelThis 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 relativeIf current dishwashers are made with options instead of 4, and with steel tubs, does not improve the usability of the productAs a consumer I do not use more than optionsWhat matters to me is capability to use the inside space for dish configuration, and ease of useI would like to re-iterate that comparison can also be made against the cost of the productMy current dishwasher was priced over $1,off the shelf (taxes, delivery, and installation extra)An offer of $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 dishwasherI 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, ieover months ago which is way beyond reasonable time to resolve disputeI request Revdex.com to intervene with arbitration process and issue a binding decisionI trust FNHW [redacted] be amenable to arbitration

Initial Business Response / [redacted] (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, 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 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 / [redacted] (4200, 10, 2015/02/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I think we're closeMy offer was $plus the $service fee that Fidelity did not earnFidelity countered at $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: $plus $ The only material minor edit is found at Paragraph "Q" of the Agreement drafted by Fidelity: "Pursuant to CCP sec664.6, 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